We recently got to sit down with Troy Dodgion with 21st Century Property Management live at NARPM National Convention in Atlanta, GA.
Troy has grown his property management company, based in southern California, to 450 doors under management in just over a year!
Now Troy is focusing on the systems and processes that will get his company to the next level:
“Process is the most important thing. I would have preferred to have more processes in place before getting to 500 doors. Now that we are at 500 doors, we don’t want to try to scale anymore without having a fundamental process in place and really remove a lot of the repetitive process from our property managers and let them manage properties and make sure that all the stuff that we can automate, we're automating. To get to that next level, we're gonna need that process.”
In this interview, Eric Beckman and Troy dug into:
✅ Troy’s current tech stack and systems
✅ What low-hanging processes to start with when first systematizing
✅ What the day to day operations look like with a portfolio model
✅ Improving labor efficiency across the board
“I think the key is to consider what are the cerebral decisions that need to be made? … I would much rather have a property manager doing business development or dealing with an emergency situation than worrying about whether our leases are getting processed and signed. So that's where LeadSimple is really gonna give us a lot of leverage to create those processes that can be dynamic and moves with what we're doing and where we need our labor resources to go.”
✅ How to create an extraordinary customer experience & raving fans
“You've gotta have raving fans to get positive feedback online. Raving fans are the only ones that will give you positive feedback. You can get a raving non-fan very quickly. … If you can create that ‘yes’ moment for somebody, and that's built into your system as what we do, then you can get those raving fans by executing and delivering on that extra degree. It's what your customers need.”
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