SOP
#1 Unlicensed Activity
Never quote or negotiate rent.
Never quote security deposits.
Never interpret the lease or the website.
Behavior
Never park in front of a rental until you are ready to communicate with a tenant. Park somewhere discreet.
Never use profanity in front of tenants, vendors, or owners.
DialPad
All calls to tenants and vendors must be placed through the Dialpad app.
Never call tenants/owners with cell phones.
Driving
Never exceed the speed limit in a company vehicle or your vehicle with company placards.
Never allow a non-employee in a company vehicle or your vehicle during work.
Jobsites
Never smoke at rentals.
Never eat at rentals.
Never bring guests to rentals.
Messages
Have the tenant or vendor call the appropriate department for their needs.
Never take a message.
Phone & Email
Never give a tenant or owner cell or Dialpad phone numbers; they must call the local office phone.
Never give tenants or owners our email addresses.
Vendors may be given invoice@yourrentalhome.com for sending invoices.
Vendor phone numbers are for vendors only—never share them with an owner.
Property Type
All properties in AppFolio are annual rentals, except those with a property name that starts with "M" before the street address #.
Service Request Descriptions
Never modify the Service Request Description—it is a permanent record.
Speaker Phone
Do not use speakerphone in the presence of others without informing the person on the call.
Text Message Failed to be Delivered
AppFolio text number: (650) 399-9664
If AppFolio emails that a text has failed to be delivered to a tenant, alert the Processor.
Tools & Equipment
Never leave tools or equipment at a job site.
Management is not responsible for lost or stolen tools.
