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Never Put Off Until Tomorrow

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Touch It Once is a mindset, a philosophy, and a management style. It is the antithesis of procrastination coupled with a smart way to work by stopping redundant behavior dead in its tracks; both of which are the enemy of any efficient and well run organization.

The concept is simple – Touch It Once (TIO). Did you ever notice that each month the cycle is the same? Collect rent, send out 5 day notices, process accounts payable, cut checks, etc. So if this is something you know that’s going to happen, why is it so painful? Then at the end of the 30 day period, the cycle is going to start again! How can you not be prepared?! It happens every 30 days!

If you think about how the concept of TIO comes into play it will change the outlook you have on your business. Every time you do a task, think about how you can do that task perfectly. Save the process, document the task, and create a road map for others to follow that same format or system. The next time the task is required, anybody can use your process, learn how to execute, and actually accomplish it with the least amount of error or redundancy.

So how do you as a property manager or leasing agent “touch it once”? For me it was about checklists and document packets. These checklists include a new resident checklist, a move out checklist, a new vendor checklist, a monthly owner’s report checklist, etc. Every single time a new resident moves in or move out we have a series of steps and actions to take. Of course things change constantly, so the checklist was set up as a packet and saved as a .pdf document. Inside the packet are all of the forms, letters, and actual physical checklists for each item that needs to be accomplished. The checklist is clipped to the top of the file and it travels through the office circulating and being executed as required in anticipation of that new resident move in. So, if there is a form, letter, orientation, or document to be signed for any new resident, just open the New Resident document and all of it will be there. Simply hit print and go! This same concept can be accomplished in a similar fashion via online forms, but the system and procedure is the same – Touch It Once!

TIO is the most empowering tool a property manager can employ. TIO provides training, checklists, procedures, processes, and standards in everything you do. Remember, you are on a cycle. The cycle is daily, weekly, monthly, quarterly, annually, semi-annually, etc. What you want to do when you start to breaking the tasks down is to perfect the task, document the task, and train folks on how to perform the task. You are now building processes.

Those processes can be saved and used over and over like templates. After achieving these cycles and documenting these processes for one year, you now have an incredible roadmap of excellence for all to share. Now combine the power of TIO with today’s technological tools and you have a multitude of ways to execute this legacy of knowledge, which will result in the right tools being shared to your entire department, property, portfolio, or company.

One process that we developed has to do with new vendors. Each time we receive a call from a vendor or service provider we simply send them to our website to click and download our New Vendor Packet. It includes a cover letter, checklist, insurance standards, vendor profile form, all IRS forms, etc. Every single time this task arises, it is only takes seconds of time. It is also paperless and effortless. In addition, we now have a company-wide standard that everyone follows and knows what to expect. The other important element to this process is the image of you and your company. When meeting a new resident or interacting with a potential new service provider, your system is organized and systematic. When you give each process the care and proper attention to set it up and only touch it once, you are showing the world how much you respect, not only your experience with them, but also your organization, your clients, and your people.

Imagine if all employees understood the concept of TIO? If each employee were exposed to this philosophy, the power would multiply even faster and be an exciting approach to management and excellence.

TIO can result in comprehensive checklists, quality control, time saving templates, video training, orientation of new hires, new business tools, etc. It is also the least disruptive way to organize, train, and develop standards on a company wide basis, with everyone contributing. Start off trying it with one task. Remember, do it now and Touch It Once!

Linda Day Harrison
Linda Day Harrison

Linda Day Harrison is with theBrokerList in Chicago, Illinois, an online platform for finding brokers, deals, services, and vendors.
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  • Flo Day

    Linda,

    What a great article explaining all the information documents you have created. I know they are good as you made my job so easy when I was working at BWP. As far as teaching they are great tools and easy to teach someone where to find these documents that are already prepared for them, all they have to do is look for them. Touch them Once.

    Flo Day

  • http://www.americanwestrealty.com Nathan Gesner

    Excellent article! I didn’t have the TIO acronym, but I’ve been working on developing all our checklists and writing our procedures down. Even though I’m a small office with just five people, this is a real time-saver and helps us avoid mistakes or work falling through the cracks.

  • Jana Dyke

    I love this concept and would like to implement this in my rentals. We are a new company and I am developing these as I go. Any suggestions as to where I can find some checklist to begin using?

  • http://www.rentkcnow.com KC Rent Now Management Group

    Touch It Once TIO check list is a fantastic idea. Thank you for the atricle and the informaiton. This organization tip will be helpful in avoiding the pitfalls and bottle necks.

  • http://thebrokerlist.com Linda Day Harrison, CPM, CCIM

    @Jana
    I have many examples and I am happy to share them. You can find me via my profile at http://thebrokerlist.com/linda-day-harrison-cpm-ccim. I am also on LinkedIn and run a group called PFMI (Property and Facility Management Innovators). I have a box.net account with forms in it as well. But for special packets and forms, just connect to me via my profiles and I am happy to help PM folks!

    @KC That means the world to me that someone gets it! So powerful and easy to tackle if you do it step by step.

    @Nathan – need help or idea or samples, just call! Thanks and you sound like you could have written this article!! Good job on checklists.

    @Flo – What can I say. I am so impressed you read this and commented. Wow, someone I worked with so many years ago. That is so rewarding!!

    Thank you!!

  • http://www.cpmpropertygroup.com John Scheffert

    Linda, Great Article! I would love to review these checklist and forms. Thank you. John

  • http://thebrokerlist.com Linda Day Harrison, CPM, CCIM

    Sure, John, I am on LinkedIn and/or you can reach me via http://thebrokerlist.com as well. I am happy to share stuff with people. Thanks for the kind words too!
    Thanks,
    Linda