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Are your clients more than just account numbers or addresses in your property management system? The profound lessons from the Strategic PM Summit challenge us to see beyond the surface and understand the complex humanity of everyone we serve.

When a tenant submits a maintenance request after a grueling 12-hour hospital shift where they may have lost a patient, or an owner nervously entrusts you with managing their life savings invested in a single rental property - these aren't just transactions. They represent pivotal moments in real people's lives. This episode dives deep into how recognizing and honoring these realities transforms service delivery and business success.

Mark Brower shares the emotional impact of presenter John DeJulius's approach to customer experience in his high-end salon business. The most striking takeaway? His "pay what you think is fair" pricing model, where clients can adjust their payment based on perceived value. We explore how this revolutionary feedback mechanism could be adapted for property management to create meaningful dialogue with clients before they resort to leaving negative reviews online.

The conversation takes an inspiring turn when discussing competitive positioning. Rather than lowering prices to compete with budget options, DeJulius's salons posted signs saying "We fix $10 haircuts." This brilliant strategy perfectly translates to property management: don't compete on price, position yourself as the solution to problems created by cut-rate competitors.

Whether you manage five doors or five thousand, this episode will challenge you to see your clients differently and run your own race instead of constantly measuring yourself against others in the industry. The most successful property managers don't just process maintenance tickets - they understand they're playing a meaningful role in people's homes, investments, and ultimately, their lives.

Ready to transform how you connect with owners and residents? Listen now, and discover how empathy becomes your strongest competitive advantage.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Ever wonder why your property management business hits frustrating plateaus despite all your hard work? The answer might be hiding in your financials. In this enlightening conversation, Phil Mazur of The CFO Mission shares powerful insights on breaking through those invisible barriers through proper financial management.

Drawing from nearly 25 years of financial expertise, including his time as CFO at Evernest, Phil reveals the critical mistakes property managers make when scaling beyond 150-300 doors. The most common? Focusing solely on operations while neglecting the financial systems that would provide clarity and confidence for growth decisions.

"Most entrepreneurs are really good at doing the thing, but they're not really good at what happens when they get the money for doing the thing," observes host Tony Klein. This disconnect creates uncertainty about whether to invest in new staff, technology, or market expansion.

Phil explains why simply hiring a bookkeeper often falls short of what growing property management companies truly need. Instead, he advocates for developing financial systems that tell a relevant story - one that connects your business metrics to your personal goals and desired lifestyle. This approach transforms financial management from a dreaded task into a strategic advantage.

Perhaps most valuable is Phil's framework for breaking through growth plateaus. He outlines how property management businesses evolve from operational focus (under 150 doors) to people management (300+ doors) to leadership development (800+ doors), with each stage requiring different financial metrics and approaches.

Whether you're struggling with financial transparency, wondering if you can afford key hires, or simply tired of the emotional rollercoaster of checking your bank balance, this episode provides actionable insights to transform your relationship with your business finances. Connect with Phil at [email protected] to start your journey toward financial clarity and confidence.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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What happens when property management entrepreneurs step away from the daily grind and immerse themselves in a transformative environment designed for deep connection and strategic thinking? Tony Cline and Mark Brower share their recent experiences at an exclusive mountain retreat that fundamentally changed how they approach their businesses.

Unlike traditional industry conferences where surface-level networking dominates, this intimate gathering at 10,000 feet elevation in Keystone, Colorado created space for authentic relationships, vulnerable conversations, and immediate application of championship team-building concepts. From dawn hikes along Snake Creek to world-class cuisine prepared by a private chef, every element was carefully crafted to elevate the experience beyond typical professional development.

The conversation reveals a profound mindset shift around opportunity cost versus financial cost that every property management business owner needs to consider. When you're doing $20/hour work while you should be focused on $100/hour strategic initiatives, you're effectively losing $80/hour. This insight alone has transformed how both hosts approach delegation, hiring, and business growth.

Mark vulnerably shares how hiring a director of operations he initially couldn't afford completely revolutionized his business: "With my time and energy freed up, I produced more revenue almost immediately." This act of faith - investing in leadership before feeling financially ready - represents the counterintuitive approach that separates thriving property management businesses from those merely surviving.

Whether you're currently struggling to break free from operational tasks, seeking deeper connection with like-minded entrepreneurs, or ready to elevate your property management business to championship status, this episode offers practical wisdom and inspiration for your journey. The insights shared about ideal client profiles, leadership development, and creating category-of-one businesses will challenge your thinking about what's possible in your company.

Ready to experience this level of transformation yourself? Visit onyxwaitlist.com to join the waitlist for future retreats designed specifically for property management entrepreneurs committed to reaching their full potential.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Could your property management growth strategy actually be sabotaging your profitability? We're tackling a radical idea that turns conventional PM wisdom on its head – focusing intensely on client retention rather than rapid acquisition.

The numbers don't lie: a client who stays for 10+ years and engages in additional transactions generates 8-10 times more profit than one who churns after just a few years. We share the cautionary tale of a Phoenix PM company that added an impressive 50 units monthly but with an average client tenure of just 19 months. The result? Operational chaos that eventually forced the owner to sell despite aggressive growth.

What if instead of celebrating door count above all else, we celebrated keeping the right doors? We unveil a three-pronged approach to identifying these ideal "crock-pot clients" (as opposed to "blender clients" who create chaos). First, implement a comprehensive questionnaire that reveals a prospect's financial strength, management tendencies, and business mindset. Second, charge for a pre-management property inspection to gauge their willingness to maintain standards. Third, create a required video presentation that candidly addresses the realities of property management.

This approach doesn't just improve client quality – it may actually accelerate your net growth. Adding five doors and losing three each month equals a net gain of two, while adding three and losing none equals three. The math is simple, but the implications are profound. By prioritizing retention over acquisition, you build a more stable, profitable business while experiencing less operational chaos.

Ready to transform your property management business with clients who stay for decades instead of months? Listen now and discover how quality truly trumps quantity in building a PM business that stands the test of time.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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What if the key to property management success isn't adding more doors, but creating deeper relationships with the right clients? Tony Cline and Mark Brower challenge conventional wisdom about growth in property management with surprising mathematical insights about client retention and business value.

The traditional model of chasing door count at all costs often leads to what Mark calls "high-stress, low-touch relationships" built on manipulation rather than trust. Instead, these industry veterans advocate for a fundamentally different approach centered on maximizing value creation by "mining the diamonds under your feet" with existing clients.

Mark reveals a powerful mathematical revelation: adding just 10 doors monthly with a 10% churn rate (clients staying 10 years on average) creates a more sustainable 1,200-door business than adding 30 doors monthly with a 20% churn rate. This insight completely transforms how forward-thinking property managers should measure success—shifting focus from doors added to relationship depth and client lifetime value.

Tony reinforces this concept through his experience creating a specialized downtown loft and condo management business. By getting crystal clear about who he served, he commanded premium fees while confidently guiding clients with specialized knowledge. Both experts emphasize that this approach requires courage—having potentially transformational conversations with owners that invite them to "level up" rather than simply placating them.

Ready to transform your property management business by going deep instead of wide? Listen now to discover how to identify which clients belong in your "crockpot" versus your "blender," and why courage may be the most important skill in your business toolkit. Don't miss the upcoming episode where Mark reveals specific tools for identifying ideal clients and discusses the surprising ways ChatGPT is already changing our industry!

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Sometimes the most meaningful adventures arise when everything falls apart. This candid conversation between Tony and Mark reveals what happened when they led 25 property managers on what was supposed to be a carefully planned Grand Canyon rim-to-rim hike, only to face a cascade of unexpected challenges.

The adventure began with months of preparation as participants trained for what would be, for many, the most physically demanding challenge of their lives. Then came the curveballs: a critical trail closure forced a route change to a more difficult path with zero water sources; a power outage hit the North Rim; and just as their shuttle was arriving, their lodging reservations were suddenly canceled.

Rather than abandon the journey, the group demonstrated remarkable problem-solving skills that mirror what makes successful property managers. As Tony wisely noted, "Ultra running is more about problem solving than it is about running" – a philosophy that translates perfectly to property management. The group pivoted with creative solutions, including a midnight departure and innovative transportation arrangements.

What makes this story particularly compelling is how it transformed what could have been a disaster into a profound bonding experience. Through rain, challenging terrain, and unexpected detours, participants forged connections that transcended typical networking. The journey culminated with a spectacular double rainbow greeting them at the South Rim, nature's perfect symbol for the beauty that emerges after weathering a storm together.

This episode offers valuable lessons about adaptability, resilience, and the power of shared challenges to build meaningful relationships. As one participant reflected, it was "life-changing, not just for what we did, but for who we did it with." Tony hints at future adventure events, recognizing that sometimes the most valuable professional development happens outside the conference room when facing challenges together.

Have you ever found that your greatest professional insights came from unexpected challenges? Share your story with us and subscribe to catch our next adventure!

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Have you ever found yourself working until 3 AM, drowning in property management tasks, wondering if there's a better way? That breaking point is exactly where our discussion begins as Mark shares his powerful story of hitting the wall and finally hiring his Director of Operations even when he couldn't afford it.

The breakthrough came with a counterintuitive discovery: "Every time I bought back my time, I magically found a way to create more value with that time and energy." This principle, highlighted in Dan Martell's book "Buy Back Your Time," reveals why smart property managers invest in high-level team members rather than continuing to handle everything themselves.

We dive deep into opportunity cost, the hidden enemy of most property management business owners. If you're capable of $100/hour work but spending your day on $20/hour tasks, you're not saving money rather you're losing $80/hour in potential value creation. This economic blindspot keeps countless property managers stuck in the self-employment trap rather than truly becoming business owners.

The most profound challenge, however, isn't logistical but psychological. Many property managers build their entire identity around being indispensable: "I'm the only one who can process rents... bring on new doors... coordinate maintenance." Tony shares his personal journey of building a brand as "the downtown guy" in Denver, and the identity crisis that followed when growth required rebranding and expansion. The uncomfortable truth? Detaching your self-worth from your specific role in the company is painful but absolutely necessary for freedom.

This identity attachment even prevents many owners from selling their businesses when the time is right. They get close to a transaction but back away because "they were selling their baby." The healthier perspective? Your business should serve you and fuel your personal goals—not define who you are.

Ready to stop being the bottleneck in your own company? Listen now to discover how to break free from the self-employment trap and build a property management business that works for you, not the other way around.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Why is it so hard to scale a property management company beyond a few hundred doors? In this episode of the Property Management Success Podcast, Mark Brower and Tony Cline go deep into the biggest obstacles holding property managers back from real growth—and why so many operators stay stuck at 200–500 units. From irrational landlord expectations to the dangers of one-off client exceptions, they break down the systemic reasons scaling is so elusive in this industry.

You’ll learn:

• Why low barriers to entry are actually hurting the PM industry
• The difference between creating options vs. exceptions for clients
• How to structure your team to grow without burning out
• Whether expanding to new markets makes sense—or if you should go deeper locally
• Why creating a wealth builder program might be smarter than you think

This conversation blends sharp insights with real-world experience from two leaders in the property management space. If you’re serious about scaling your PM business the right way, this episode is a must-listen.

Don’t forget to like, subscribe, and write a review!

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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What separates thriving property management companies from those merely surviving? According to recruiting expert Dylan Scroggins, it often comes down to how strategically they build their teams. 

Dylan draws a powerful distinction between simply hiring (a reactive process) and true recruiting (a proactive strategy). Too many property management entrepreneurs wait until they're drowning in work before scrambling to find help, only to hire someone who ends up drowning alongside them. The championship approach? Build your bench before you need it.

Through his work with industry leaders like Evernest (formerly GKHouses), Dylan has observed how the most successful property management companies maintain ongoing relationships with potential talent. They're constantly connecting with impressive professionals both inside and outside the industry who might become future team members. This proactive approach transforms how companies handle underperformance and creates the confidence to make necessary changes.

For property management companies approaching growth milestones (300, 500, or 1,000 doors), strategic role planning becomes crucial. Dylan cautions against common pitfalls like title inflation and instead advocates for an output-focused approach to defining positions. Rather than automatically creating director-level roles, smart companies first identify exactly what outcomes they need, then determine the most effective structure to achieve those results.

Perhaps most challenging for property management entrepreneurs is learning to let go. Many founders have built their identity around being the hero who solves every crisis. Yet as discussed, "Every time you solve a problem for your team that they could have solved themselves, you do damage." True leadership means defining clear policies, then stepping back to give your team the autonomy to develop their own processes and solutions.

The most compelling property management companies don't just offer jobs—they present meaningful challenges tied to an exciting vision. Beyond compensation, top talent seeks purpose and the opportunity to contribute to something significant. By clearly articulating both your company's trajectory and the meaningful impact of providing homes while building wealth for investors, you position your company to attract people who want to join your championship team.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Tony Cline explores the concept of building "pallbearer" relationships in business - the deep, meaningful connections that transcend typical networking and become life-changing bonds. We discuss how focusing on depth rather than breadth creates exponential growth and transformation in both personal and business relationships.

• The Bhutanese people think about death three times daily, normalizing it and making it part of life
• Creating meaningful connections means identifying who would "carry your casket" - the ultimate honor 
• Men in business often struggle with creating deep connections, causing us to suffer alone in silence
• Tony's experience with his ultramarathon pacer Scott demonstrates the evolution of a deep relationship
• Vulnerability is the key to building pallbearer-level relationships
• Meaningful transformation happens in one-to-one connections, not in large group settings
• Consider making a list of your potential "pallbearers" and intentionally deepen those relationships

If you got something valuable from today's episode, please share it with a friend or colleague, subscribe, and leave a review so you never miss future insights and strategies.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.