SOP: Info@ Email Monitoring and Inquiry Management

Department: Operations and Leasing

Email: info@treatyoakproperties.com

Responsible Roles: Weekend Operations Coordinator and Leasing Coordinator

1. Purpose

This guideline establishes a consistent process for monitoring and responding to inquiries received through info@treatyoakproperties.com and its associated communication channels.

The goal is to ensure that all incoming inquiries are acknowledged, appropriately routed, and followed up on in a timely manner, while maximizing potential leasing opportunities and maintaining effective communication with tenants, owners, vendors, and prospective clients.

2. Monitoring Schedule and Responsibilities

The assigned team member is responsible for monitoring and managing incoming communications during their designated days.

This includes:

• Emails received through info@treatyoakproperties.com
• Grasshopper voicemail notifications
• Webflow website form submissions
• Pro Agent Feedback notifications

Any outstanding inquiries requiring continued follow-up should be communicated to the next assigned team member during the transition between monitoring days.

3. General Email and Inquiry Management

All incoming inquiries should be reviewed and responded to appropriately.

A. Leasing Agents and Prospective Tenants

• Respond to inquiries regarding available properties, showings, applications, and leasing requirements.
• Provide relevant information or direct the inquiry to the appropriate team member when needed.
• Follow up on potential leasing opportunities to encourage interested prospects to move forward with the application process.

B. Maintenance-Related Inquiries

• Forward maintenance concerns to the Maintenance Coordinator.
• Include relevant details provided by the sender, such as the property address, reported issue, and any supporting photos or documentation.
• If additional information is needed, request it from the sender before forwarding when practical.

C. Current Property Owner Inquiries

• Forward inquiries from existing property owners to the Operations Manager for review and follow-up.
• Include any relevant background information or attachments.

D. Prospective Property Management Clients

For property owners interested in Treaty Oak Property Management's services:

1. Acknowledge their inquiry.

   Gather the following information:

   • Owner's name
   • Email address
   • Property address
2. Forward the inquiry and collected information to Adrienne.

4. Grasshopper Voicemail Monitoring

Grasshopper voicemail notifications received through the info@ inbox should be reviewed and handled using the same procedures outlined in Section 3.

• Leasing inquiries should receive a response or follow-up.
• Maintenance concerns should be forwarded to the Maintenance Coordinator.
• Current property owner concerns should be forwarded to the Operations Manager.
• Prospective property management inquiries should be acknowledged, with the owner's information collected and forwarded to the Broker/Managing Partner.

5. Webflow Form Submissions

Website inquiries submitted through Webflow should be monitored alongside regular emails and voicemails.

These may include inquiries from prospective tenants, leasing agents, current property owners, and prospective property management clients.

Each submission should be reviewed, responded to, and routed according to the same procedures outlined in Section 3.

Important: Website submissions should be treated as active inquiries, not simply informational notifications.

6. Pro Agent Feedback Monitoring and Follow-Up

Pro Agent Feedback notifications provide an opportunity to gather valuable showing feedback, address potential concerns, and encourage prospective tenants to apply.

When feedback is received, the assigned team member should follow up with the showing agent as appropriate.

A. Maintenance Concerns

If an agent reports a maintenance issue during a showing:

1. Acknowledge the feedback.
2. Request photos of the reported issue, if available.
3. Forward the concern and supporting information to the Maintenance Coordinator.

B. Prospective Tenant Interest

Follow up with the showing agent to determine:

• Whether their client is interested in applying.
• Whether the client has any questions or concerns about the property.
• Whether there is anything the team can clarify or assist with to help move the application process forward.

C. Additional Feedback

If the prospective tenant is not interested or remains undecided, request additional feedback when appropriate.

This may help identify concerns related to property condition, pricing, features, or other factors affecting leasing activity.

Relevant feedback should be shared with the appropriate team member for further review.

7. Communication and Follow-Up Expectations

The assigned team member should aim to:

• Review incoming communications during their scheduled monitoring days.
• Respond to leasing agents and prospective tenants in a timely manner.
• Route inquiries to the appropriate department or team member.
• Follow up on potential leasing opportunities.
• Request additional information when needed to properly address an inquiry.
• Communicate outstanding or unresolved items during monitoring handoffs.

When an inquiry requires action from another department, ensure the relevant details are provided so the receiving team member can continue the process efficiently.

8. Overall Objective

The purpose of this workflow is to maintain consistent communication, improve coordination between departments, and ensure that potential leasing and property management opportunities are not overlooked.

Every inquiry should be acknowledged, appropriately routed, and followed through whenever additional action is needed.