Episode 33: Establishing a Service Level Agreement (SLA) Featuring Ethan Lieber, CEO at Latchel

What could you accomplish if you never had to take another maintenance call?Ethan Lieber is the CEO of Latchel, a real estate platform that helps property managers streamline their maintenance workflow. Today, Ethan joins Bob to explain how Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements (SLAs) to ensure customer satisfaction and discuss the common themes across SLAs for tenants, property owners and service providers.Ethan walks us through the maintenance workflow in Latchel, describing how their system plugs into a property management company’s existing processes and what they do to notify a property management team in case of emergency. Listen in to understand what information is available through the Latchel online portal and find out how Ethan’s team can take maintenance operations off your plate—so you can focus on growth!Topics Covered[2:39] The Latchel origin story and how the service streamlines your maintenance workflow [6:55] How Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements[10:19] The common themes among SLAs for tenants, property owners and vendors[12:34] What the maintenance workflow looks like in Latchel and how it changes based on an issue’s level of urgency[18:57] How Latchel plugs into a property management company’s existing processes[21:30] The real-time notification system Latchel uses to notify a property management team in case of emergency[22:48] The information available through the Latchel online portal + how property managers can prioritize vendors through the software[24:35] The three Latchel subscription levels[30:57] Ethan’s challenge around overcoming fear to 10X your current performanceConnect with EthanLatchelEmail [email protected] Ethan on LinkedInConnect with Bob North County Property GroupEmail [email protected] ResourcesTranscript of this Episode 33California NARPMRent ManagerPropertywareAppFolio SponsorToday’s show is brought Connect with Bob Prestonhttps://www.propertymanagementbrainstorm.com/This episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Podcasts, Stitcher, Spotify, TuneIn, iHeart Radio and YouTube.