WEBVTT NOTE This file was generated by Descript 00:00:05.570 --> 00:00:08.760 Steve V2: Welcome to Keynotes, a podcast just for Casago homeowners. 00:00:09.240 --> 00:00:12.220 This is where we explore how to get the most out of your relationship with 00:00:12.220 --> 00:00:16.630 Casago, learn tips and tricks on how to make more income with your property, 00:00:17.049 --> 00:00:19.999 and learn a little bit about the short term rental industry along the way. 00:00:20.699 --> 00:00:24.340 I've been a vacation rental nerd since my 20s, and the team has finally let 00:00:24.340 --> 00:00:27.289 me have this podcast so I can share everything I've learned with you. 00:00:27.930 --> 00:00:31.729 I'm your host, Steve Schwab, and this is Keynotes. 00:00:37.760 --> 00:00:39.130 Hey, welcome to Keynotes. 00:00:39.840 --> 00:00:45.941 . I'm here with Michael Austad, the owner of Casago in Willamette Valley. 00:00:46.061 --> 00:00:47.051 Michael, welcome to the show. 00:00:47.441 --> 00:00:48.241 Thanks for having me. 00:00:48.511 --> 00:00:49.471 Glad to have you here. 00:00:49.551 --> 00:00:52.201 You've been with Casago now for a little over a year. 00:00:52.341 --> 00:00:52.691 Yep. 00:00:53.131 --> 00:00:55.491 Started May 1st of 2023. 00:00:56.781 --> 00:00:57.621 So awesome. 00:00:58.041 --> 00:01:02.341 And before Casago, you were working in retail for 20 years. 00:01:02.551 --> 00:01:03.811 Can you tell us a little about that? 00:01:04.141 --> 00:01:04.491 Speaker 2: Yeah. 00:01:04.531 --> 00:01:06.111 Uh, it was a family business. 00:01:06.151 --> 00:01:11.721 Me and my family opened the franchise of Good Feet Stores and we started 00:01:11.721 --> 00:01:13.931 in Portland and we grew from there. 00:01:14.371 --> 00:01:20.441 I opened personally with the help of my family, of course, uh, Boise, and 00:01:20.511 --> 00:01:25.531 we kept growing and By the time I left, we were at twenty six stores. 00:01:25.741 --> 00:01:26.241 Wow. 00:01:26.321 --> 00:01:26.631 Yeah. 00:01:26.721 --> 00:01:27.331 Congratulations. 00:01:27.341 --> 00:01:27.921 Speaker: That's amazing. 00:01:28.141 --> 00:01:28.731 Yeah, thank you. 00:01:28.741 --> 00:01:29.891 Some successful business. 00:01:30.501 --> 00:01:33.411 And you have a beautiful wife and a little boy. 00:01:33.551 --> 00:01:33.771 Yes. 00:01:34.341 --> 00:01:35.741 So he's, he's young. 00:01:35.751 --> 00:01:38.621 You guys are, you got your young family taking off and going? 00:01:38.731 --> 00:01:39.201 Speaker 2: Yeah, 00:01:39.281 --> 00:01:40.631 Speaker: he's just started kindergarten. 00:01:40.741 --> 00:01:41.291 It's nice. 00:01:41.301 --> 00:01:41.881 So nice. 00:01:42.131 --> 00:01:43.881 What made you decide on Willamette Valley? 00:01:44.541 --> 00:01:47.431 Speaker 2: Uh, well, you know, that's where all my family lives. 00:01:47.611 --> 00:01:50.541 I moved around a lot, but I always liked Oregon. 00:01:50.731 --> 00:01:51.731 Beautiful place. 00:01:51.991 --> 00:01:53.135 It's green all year. 00:01:53.666 --> 00:01:57.666 Like, what can you say about a lot of places to be green, 00:01:57.996 --> 00:01:59.316 we're not having water issues. 00:02:00.336 --> 00:02:03.586 It's a nice place to be, and that's where I live, that's where 00:02:03.586 --> 00:02:05.466 all my families are, for sure. 00:02:06.386 --> 00:02:08.916 Speaker: Michael, what made you decide to get into the hospitality industry? 00:02:09.766 --> 00:02:13.256 Speaker 2: You know, I started out looking for, because when I was in retail 00:02:13.256 --> 00:02:17.456 for so long, the problem with retail is, you're kind of on your own a lot. 00:02:17.576 --> 00:02:18.876 What do you have to do? 00:02:19.336 --> 00:02:20.516 Everything for your store. 00:02:21.316 --> 00:02:25.836 Even, uh, competitors that come in, because even though we weren't shoes, we 00:02:25.836 --> 00:02:27.576 would still have shoe companies come in. 00:02:27.876 --> 00:02:32.756 They'll scope out your store, take a bunch of pictures, like, Cognito style. 00:02:32.756 --> 00:02:36.186 Then they'll start demanding stuff, or pushing things around, and 00:02:36.536 --> 00:02:40.040 you just had a lot of adversarial relationships with people. 00:02:40.431 --> 00:02:45.241 And when I started looking for another business after leaving, and I want to 00:02:45.241 --> 00:02:49.031 stay somewhere local, I didn't want to grow and have to grow it in other cities. 00:02:49.031 --> 00:02:50.801 I wanted to stay in Oregon. 00:02:51.341 --> 00:02:53.351 And that's when I ran into hospitality. 00:02:53.361 --> 00:02:55.991 If you want to grow, there's plenty of homes out there. 00:02:56.331 --> 00:02:58.381 You just grow your inventory of homes. 00:02:58.831 --> 00:03:03.161 And then the other thing was even entering, To this industry, just 00:03:03.161 --> 00:03:04.561 how collaborative everyone is. 00:03:04.571 --> 00:03:08.431 It's about building relationships with your homeowners, with your clients, your 00:03:08.431 --> 00:03:13.211 guests that are coming in the house with vendors that are in the industry and also 00:03:13.211 --> 00:03:18.881 with Casago and other franchisees and you guys, the franchise or it's been so nice. 00:03:18.881 --> 00:03:21.781 Just, it's such a collaborative place to be. 00:03:22.101 --> 00:03:23.411 And that's what really 00:03:23.411 --> 00:03:23.651 Speaker: sold 00:03:23.651 --> 00:03:23.961 Speaker 2: me. 00:03:24.031 --> 00:03:24.421 Yeah, 00:03:24.551 --> 00:03:25.021 Speaker: that's great. 00:03:25.461 --> 00:03:27.341 Speaker 2: Michael, what led you to decide to be 00:03:27.351 --> 00:03:28.501 Speaker: part of Casago? 00:03:28.521 --> 00:03:29.410 Um, 00:03:29.411 --> 00:03:33.081 Speaker 2: I actually explored another franchise in the industry before 00:03:33.091 --> 00:03:35.361 you guys, nothing against them. 00:03:35.441 --> 00:03:37.541 It's just wasn't a good fit. 00:03:37.851 --> 00:03:42.831 The part reason for that was the first thing they talked about was money was how 00:03:42.831 --> 00:03:46.301 much money you can make, how much this, how much that, and then it was about 00:03:46.301 --> 00:03:52.601 a list of how we can nickel and dime our homeowners and ways to, to maximize 00:03:52.601 --> 00:03:58.311 that and still have the low, like, you know, rental commission to be as low as 00:03:58.311 --> 00:04:01.841 possible, but we're gonna, we're gonna go on the back end and get all that money. 00:04:01.881 --> 00:04:07.991 When I went and looked at your website and your franchise opportunity part, 00:04:08.241 --> 00:04:13.321 first thing you guys talked about was quality, was about orange, uh, 00:04:13.351 --> 00:04:19.056 our orange credo, which is, you know, First thing owner centric or being 00:04:19.076 --> 00:04:23.146 owner focused and taking care of it really showed is just about taking care 00:04:23.146 --> 00:04:27.346 of everyone around you, your owners, your employees, your guests, and then 00:04:27.346 --> 00:04:29.166 eventually they will take care of you. 00:04:29.706 --> 00:04:33.116 And that was the first focus you guys had. 00:04:33.566 --> 00:04:36.336 And that's what the biggest selling point for me was like. 00:04:36.776 --> 00:04:37.076 Wow. 00:04:37.076 --> 00:04:40.896 This company really wants to stand up on high morals rather than 00:04:40.896 --> 00:04:42.746 just about making that quick buck. 00:04:42.916 --> 00:04:43.216 Speaker: Yeah. 00:04:43.286 --> 00:04:46.376 About, about the stakeholders instead of just the cashflow, right? 00:04:46.406 --> 00:04:46.906 Speaker 2: Yeah, 00:04:46.986 --> 00:04:47.666 Speaker: exactly. 00:04:47.706 --> 00:04:51.666 I believe the cash always comes if you do the right things. 00:04:52.046 --> 00:04:52.426 Speaker 2: Yeah. 00:04:52.446 --> 00:04:53.876 Speaker: And are consistent with them. 00:04:54.006 --> 00:04:58.506 Speaker 2: And I, I believe that cashflow shows, uh, or like a good 00:04:58.526 --> 00:05:00.746 cashflow shows the health of a business. 00:05:01.026 --> 00:05:04.176 It's like a health check, but it's not the end all be all. 00:05:04.451 --> 00:05:08.371 Cause if your money was gone, would your industry be there? 00:05:08.661 --> 00:05:10.181 Is that industry really worth it? 00:05:10.721 --> 00:05:13.761 If it would be gone, that's always a question to ask yourself. 00:05:13.891 --> 00:05:14.871 Speaker: It's a good question to ask. 00:05:16.011 --> 00:05:20.411 I'd ask you the question what your personal approach is to a 00:05:20.411 --> 00:05:21.861 great vacation rental experience. 00:05:21.871 --> 00:05:25.161 And you mentioned KISS and you had kind of a unique spin on it. 00:05:25.311 --> 00:05:27.251 Can you tell me a little bit about that? 00:05:27.331 --> 00:05:29.511 Speaker 2: Well, we all know the acronym KISS. 00:05:29.611 --> 00:05:29.911 Speaker: Yeah. 00:05:29.981 --> 00:05:32.781 Speaker 2: I like to say, keep it simple Socrates. 00:05:33.506 --> 00:05:36.286 It was part of our, my last business as well. 00:05:36.296 --> 00:05:37.016 We would say that. 00:05:37.446 --> 00:05:38.766 It was part of our motto. 00:05:39.106 --> 00:05:40.926 But, keep things simple. 00:05:41.156 --> 00:05:43.636 Don't over complicate everything. 00:05:43.646 --> 00:05:44.926 Especially in communication. 00:05:45.226 --> 00:05:48.826 Because if we go into too much complicated words, or make it too long, 00:05:48.826 --> 00:05:53.806 or too wordy, or, or start pulling out words that people don't even know, 00:05:54.396 --> 00:05:56.616 um, you really lose your audience. 00:05:56.616 --> 00:05:57.536 You lose the people. 00:05:57.726 --> 00:06:00.806 And I was in, like I said, retail, which is sales. 00:06:01.471 --> 00:06:05.441 We had a lot of sayings like, people don't care how much you know 00:06:05.591 --> 00:06:06.911 until they know how much you care. 00:06:07.461 --> 00:06:11.341 And how to show that is usually in your way of communication with them. 00:06:11.611 --> 00:06:15.791 If you can go into a long, wordy thing or you try to elevate yourself above them 00:06:15.791 --> 00:06:18.931 through the words you're using, you're going to not only lose your audience, 00:06:19.241 --> 00:06:21.091 but you're going to make them feel small. 00:06:21.551 --> 00:06:22.551 And you never want to do that. 00:06:22.926 --> 00:06:28.376 And so I do believe in business, keep it simple, and especially with communication, 00:06:28.456 --> 00:06:28.886 Speaker: yeah. 00:06:29.436 --> 00:06:30.306 Being authentic. 00:06:30.746 --> 00:06:31.056 Speaker 2: Yeah. 00:06:31.286 --> 00:06:32.576 Speaker: And building a relationship, right? 00:06:32.616 --> 00:06:33.176 Speaker 2: For sure. 00:06:33.766 --> 00:06:34.126 Yeah. 00:06:34.526 --> 00:06:37.656 Speaker: I feel like you do a really good job at having authentic 00:06:37.776 --> 00:06:39.256 conversations with people. 00:06:39.346 --> 00:06:43.536 I've never ever felt like you've ever been anything but authentic. 00:06:44.031 --> 00:06:48.734 Less than perfectly genuine in every, in every interaction I've ever had with you 00:06:48.734 --> 00:06:51.371 and it shows through in your opinion. 00:06:51.441 --> 00:06:54.631 I mean, what do you think makes Casago different than other 00:06:54.631 --> 00:06:55.761 property management companies? 00:06:55.771 --> 00:06:57.881 When a homeowner is thinking about signing up with somebody else, 00:06:58.581 --> 00:07:02.841 Speaker 2: you know, saying I have is we have the power of a large company, but 00:07:02.841 --> 00:07:08.296 the touch of a local owner, all those Benefits of a big company, lower rates 00:07:08.326 --> 00:07:13.356 on certain things we can get, having better priced items coming in, so it 00:07:13.356 --> 00:07:18.716 keeps things lower margins, helps we can get more products into the home. 00:07:18.956 --> 00:07:23.016 You know, uh, companies don't look over, overlook us because of our size. 00:07:23.596 --> 00:07:30.106 But as a homeowner, if you want to call your property manager, you just call me. 00:07:30.366 --> 00:07:34.246 You have my cell, you can text, you can call, you can email, whatever you like. 00:07:35.126 --> 00:07:36.236 And that's a huge thing. 00:07:36.246 --> 00:07:38.026 You don't have to call a call center. 00:07:38.376 --> 00:07:40.936 You don't have to deal with a random person every time. 00:07:41.336 --> 00:07:44.086 Uh, you may, you know, some places I've heard, they don't 00:07:44.086 --> 00:07:45.466 even know their property manager. 00:07:45.716 --> 00:07:46.886 Like they never meet up with them. 00:07:46.886 --> 00:07:48.156 They never seen them in person. 00:07:48.166 --> 00:07:51.826 They never have any insight of who they are as a person. 00:07:52.106 --> 00:07:56.151 And that's the thing that's so different with us because we're, Again, we're a 00:07:56.151 --> 00:08:01.541 local owner, we're there to help you, we're there to work with you, and I would 00:08:01.541 --> 00:08:05.961 like to visit and just say hi and talk, not just be about business all the time. 00:08:07.191 --> 00:08:07.391 If 00:08:07.391 --> 00:08:15.341 Speaker: somebody wants to call the owner of Casago, they get to call you. 00:08:15.831 --> 00:08:16.201 Yes. 00:08:16.271 --> 00:08:20.041 Because you're their property manager, you're also the owner of the company. 00:08:20.481 --> 00:08:22.491 And you get to make the final decision. 00:08:22.501 --> 00:08:26.291 You don't have to go up a chain of command or find for something, find 00:08:26.291 --> 00:08:29.371 out, you know, what's going on from somebody in a whole different state. 00:08:29.781 --> 00:08:32.341 They get to speak to the ultimate authority because you're the 00:08:32.351 --> 00:08:34.971 owner of Casago and you get to be on the ground with them, 00:08:34.981 --> 00:08:35.981 building relationships with them. 00:08:35.981 --> 00:08:38.791 And I think it's a really valuable and unique place. 00:08:39.141 --> 00:08:40.341 Value proposition for homeowners. 00:08:40.341 --> 00:08:40.621 Yeah. 00:08:40.761 --> 00:08:41.991 Speaker 2: You'll never hear from me. 00:08:42.261 --> 00:08:43.511 Corporate said, right. 00:08:44.071 --> 00:08:44.271 Yeah. 00:08:44.531 --> 00:08:45.981 Corporate said this, I'm sorry. 00:08:46.001 --> 00:08:47.701 No, you don't have, we don't have that. 00:08:47.751 --> 00:08:48.811 No, cause it's your business. 00:08:48.831 --> 00:08:49.531 I'm corporate. 00:08:52.831 --> 00:08:57.021 Speaker: Michael, what does owner centric mean to you and how 00:08:57.021 --> 00:08:58.341 do you put that into practice? 00:08:59.066 --> 00:09:00.666 Speaker 2: Well, owner centric is what it means. 00:09:00.666 --> 00:09:02.136 It's, it's owner focused. 00:09:02.136 --> 00:09:07.006 So we're there to always be an advocate for the owner, take 00:09:07.026 --> 00:09:08.766 care of their needs first. 00:09:09.166 --> 00:09:14.506 So a big part of that is how we look at ourselves versus them. 00:09:14.766 --> 00:09:18.666 Cause so many people look at what am I getting out of this situation? 00:09:18.986 --> 00:09:19.736 How am I. 00:09:20.836 --> 00:09:23.436 My money, how am I going to make my thing? 00:09:23.436 --> 00:09:24.736 Or this is a lot of work. 00:09:24.736 --> 00:09:25.766 I don't know if I want to do that. 00:09:26.306 --> 00:09:33.246 And I heard a story a while back from you guys in Mexico where it was on one 00:09:33.246 --> 00:09:39.896 of our orange calls where someone had to go to the like utilities or somewhere in 00:09:39.896 --> 00:09:41.906 Mexico and, and they just know the result. 00:09:41.906 --> 00:09:43.336 It's, it's not going to go well. 00:09:43.596 --> 00:09:48.366 But they still went because they're advocating for that homeowner. 00:09:48.646 --> 00:09:50.436 They say, I went to that place. 00:09:50.456 --> 00:09:52.236 I, I went to the office. 00:09:52.266 --> 00:09:53.136 They said, no. 00:09:53.806 --> 00:09:57.396 And even if they, you guys knew they're going to say no, you still 00:09:57.396 --> 00:10:01.446 went because again, we're there to advocate for the homeowner. 00:10:01.856 --> 00:10:05.226 And I believe in that is the first thing you want to do is advocate for their 00:10:05.226 --> 00:10:10.376 property, protect it, take care of it, and also produce as much revenue as possible. 00:10:10.796 --> 00:10:12.296 So they are making their money. 00:10:12.316 --> 00:10:15.246 So they're able to afford that place and take care of them. 00:10:15.556 --> 00:10:16.106 Speaker: I love that. 00:10:16.376 --> 00:10:18.796 You know, advocating for the owner. 00:10:19.466 --> 00:10:22.636 In their absence is our highest and best value. 00:10:22.646 --> 00:10:23.996 I mean, they're not there. 00:10:24.046 --> 00:10:26.356 We're there on the ground to be the stewards of the property. 00:10:26.356 --> 00:10:29.536 And just like you said, like advocating when they're not there and they 00:10:29.536 --> 00:10:33.846 can't do it on their own is such an important part of what we do. 00:10:34.336 --> 00:10:36.656 And are there other parts of, of our job? 00:10:36.656 --> 00:10:40.456 Certainly the revenue, you know, communications, guest experience, 00:10:40.486 --> 00:10:43.456 these are all important, but they all serve the homeowner and 00:10:43.466 --> 00:10:46.796 advocating for that homeowner in their absence is the number one thing. 00:10:47.391 --> 00:10:49.661 That you do there on the ground, taking care of 00:10:49.661 --> 00:10:49.991 Speaker 2: their interests. 00:10:49.991 --> 00:10:50.881 Yeah, definitely. 00:10:50.881 --> 00:10:54.591 And in the conference not too long ago, I heard someone talking about a 00:10:54.591 --> 00:10:59.391 homeowner coming up to them and saying, Hey, here's some notes I have for you. 00:10:59.521 --> 00:11:00.651 Can you fix these? 00:11:01.201 --> 00:11:04.691 And they did it immediately, fast as possible. 00:11:05.321 --> 00:11:10.231 And it just, it shows the owner, cause when is there any time to 00:11:10.231 --> 00:11:11.601 show that you're there for them? 00:11:11.946 --> 00:11:14.346 It's usually when there's a problem, right? 00:11:14.486 --> 00:11:18.636 Cause when everything's smooth sailing, everything's good, everyone's happy. 00:11:18.736 --> 00:11:19.036 Speaker: Yeah. 00:11:19.116 --> 00:11:22.926 Speaker 2: But when there is an issue between what your homeowner is feeling 00:11:22.936 --> 00:11:25.566 with your service, how do you handle that? 00:11:25.676 --> 00:11:30.486 Are you dismissive immediately or talk down to them in some way? 00:11:30.746 --> 00:11:34.516 Or are we there to like, listen to them, take what their input is. 00:11:34.906 --> 00:11:40.101 And even if it's not exactly something we can do, Maybe we can fix it another way. 00:11:40.101 --> 00:11:43.531 Maybe we can find a compromise so we can help each other out 00:11:43.781 --> 00:11:45.241 instead of being competitive. 00:11:46.021 --> 00:11:49.321 Speaker: Even if you have to say no, allowing your homeowner 00:11:49.321 --> 00:11:53.981 to be seen and heard is so important to that relationship. 00:11:54.121 --> 00:12:00.791 And quite honestly to their comfort level of entrusting you with a massive 00:12:00.791 --> 00:12:02.761 asset, a major asset in their life. 00:12:02.891 --> 00:12:03.221 Speaker 2: Yeah, 00:12:03.531 --> 00:12:04.071 Speaker: definitely. 00:12:04.891 --> 00:12:07.706 Michael, if a homeowner is interested in speaking to you about property 00:12:07.706 --> 00:12:10.506 management for their properties in Willamette, how do they get a hold of you? 00:12:11.486 --> 00:12:13.246 Speaker 2: Well, you can go to Casago. 00:12:13.266 --> 00:12:13.616 com. 00:12:14.266 --> 00:12:15.106 My information's there. 00:12:15.106 --> 00:12:16.406 I'm under Willamette Valley. 00:12:16.986 --> 00:12:19.656 I also have my own website is Casago wv. 00:12:19.656 --> 00:12:19.986 com. 00:12:20.436 --> 00:12:23.906 You can go on there and I have all my information on there. 00:12:24.316 --> 00:12:25.216 I'm on Facebook. 00:12:25.226 --> 00:12:26.076 I'm on Instagram. 00:12:26.821 --> 00:12:30.541 And, yeah, you can find my information in many places. 00:12:30.691 --> 00:12:30.961 That's great. 00:12:30.961 --> 00:12:31.431 And is there a 00:12:31.431 --> 00:12:33.901 Speaker: specific email they should use if they just want to just type 00:12:33.901 --> 00:12:35.261 it in right now and you quick? 00:12:35.741 --> 00:12:38.011 Speaker 2: It's a long one, so pace yourself. 00:12:38.071 --> 00:12:41.641 It's, uh, WillametteValleyGMatCasago. 00:12:41.661 --> 00:12:43.521 com And that's my direct email. 00:12:43.531 --> 00:12:44.251 It goes right to me. 00:12:44.251 --> 00:12:45.745 No one else sees it, so. 00:12:45.806 --> 00:12:50.046 Speaker: Well, I know you're always really responsive anytime people are messaging 00:12:50.056 --> 00:12:51.966 you, so I'm sure that will be right away. 00:12:52.706 --> 00:12:53.896 Michael, thanks so much for coming on. 00:12:53.906 --> 00:12:55.226 Really appreciate the time. 00:12:55.426 --> 00:12:58.936 And if you're interested in having your property managed by Michael in Logan 00:12:59.006 --> 00:13:00.116 Valley, make sure to reach out to him. 00:13:00.966 --> 00:13:01.166 Thank you.