July 11, 2024 # How to Offer a Higher Quality Property Management Service [Alec Lower](https://www.secondnature.com/podcast/author/alec-lower) Social Media Coordinator - Second Nature ## Triple Win Property Management Mark Kreditor has forgotten more about the property management industry than most will ever know. He’s been active in the industry since the 90s and over that time has developed some highly functional processes that have elevated the quality of his service. Kreditor joins Andrew Smallwood to talk about his experience in the industry and some of the simplest ways that modern property management companies can elevate their service and stand out in an industry that faces commoditization. Questions or thoughts on the topics we covered? Email us at triplewin@secondnature.com. --- **Transcript** ### Mark Kreditor There is a rapid transformation using technology that is not always the right answer for someone that's large, their largest single asset is in your hands. So I talked about being able to talk to somebody, that's important, but I have a saying that I wish every property manager listening would really consider, and that is you can't sell like you buy. Which means if I had an 80 plus year old client and a 20 plus year old client, or a 20 year old client that, you know, and I'm 45, I'm 65 now, but then I'm 45. I would definitely email the statements to the 20 year old, and I would mail the statements to the 80 year old, but some of my staff said, that's so inefficient. Why don't we just make the 80 year old figure out how to use our online system? I said, because he doesn't want to. ### Andrew Smallwood Hello professional property managers, Andrew Smallwood here with the Triple Win Podcast by Second Nature. I'm joined today by Mark Kreditor... ### Mark Kreditor Thank you. It's good to be here, and I'm happy to speak to you about my favorite subject, property management. ### Andrew Smallwood So today, I know Mark, can you share with folks how did you get started in this business and give a little backdrop and backstory about you and the company that you built and kind of how you got to where you are today? ### Mark Kreditor Sure. I come from a family of compulsive parents, so I was always very adamant about making sure that I was never late for appointments... ### Andrew Smallwood Mark, thanks for walking through that... ### Mark Kreditor So there was no question that if you came in for an interview with me, I would look you in the eye and I would say, there's nothing I've ever asked you to do in this company that I probably would not only do myself, but I will do myself if you don't do it quick enough... ### Andrew Smallwood Yeah. And I think, you know, you alluded to this earlier how you focus not just on the core fundamentals of property management, but beyond that, you had a unique revenue model... ### Mark Kreditor I'm so excited to answer this question. There is a rapid transformation using technology that is not always the right answer... ### Andrew Smallwood Mark, you're definitely singing a song that, Second Nature would add our chorus to here... ### Mark Kreditor Well, it certainly starts with the lease, and I really believe that they can't just just sign it at a red light... ### Andrew Smallwood But it's I think there's a lot of people listening to this that would agree that the professional segment and staying on top of regulatory changes... ### Mark Kreditor Today, I think most property managers go into the business and look for tools that are going to make them more efficient in terms of time... ### Andrew Smallwood So, Mark, I want to talk a little bit about, you know, adjacent to this, there's a question in property management about the business model of property manager... ### Mark Kreditor I believe that too many, especially young property managers who are good with technology, they miss the value of good service... ### Andrew Smallwood Well, I'm easily excited. So I want to change the word, excited to just things that I really think about... ### Mark Kreditor I really often hear from students that I teach a class to... ### Andrew Smallwood Mark, I just want to wrap with saying thank you. There was so much great stuff. I appreciate you covered. Tactical practical examples today... --- The Triple Win Property Management Podcast is produced and distributed by Second Nature, where we believe in a Triple-Win, building winning experiences for your residents, investors and your teams.