WEBVTT NOTE This file was generated by Descript 00:00:05.570 --> 00:00:08.760 Speaker: 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 --> 00:00:24.330 I've been a vacation rental nerd since my 20s, and the team has finally let 00:00:24.330 --> 00:00:27.289 me have this podcast so I can share everything I've learned with you. 00:00:27.930 --> 00:00:30.070 I'm your host, Steve Schwab, and this is Keynotes. 00:00:30.070 --> 00:00:31.739 Hey, welcome to 00:00:37.519 --> 00:00:38.410 Keynotes. 00:00:38.410 --> 00:00:39.210 I'm your host, Steve Schwab. 00:00:39.210 --> 00:00:41.640 Today, I'm with Jennie Strait from Santa Barbara talking a little bit 00:00:41.640 --> 00:00:44.900 about property management and her personal philosophies on homeowners. 00:00:44.940 --> 00:00:45.809 Uh, welcome to the show, Jennie. 00:00:46.280 --> 00:00:47.180 Speaker 2: Hi, Steve. 00:00:47.190 --> 00:00:48.160 Thanks for having me. 00:00:48.289 --> 00:00:49.450 Speaker: Oh, I'm glad to have you here. 00:00:49.530 --> 00:00:52.090 Jennie, you've been with Casago now for how many years? 00:00:52.099 --> 00:00:52.909 Speaker 2: Five years. 00:00:53.019 --> 00:00:53.629 Five years. 00:00:53.629 --> 00:00:54.269 Next month, yeah. 00:00:54.279 --> 00:00:55.019 Speaker: That's fantastic. 00:00:55.029 --> 00:00:55.279 Yeah. 00:00:55.660 --> 00:00:57.039 Next month you get your blue badge. 00:00:57.099 --> 00:00:57.690 Speaker 2: I do. 00:00:57.819 --> 00:00:58.970 So exciting. 00:00:59.080 --> 00:00:59.420 So exciting. 00:01:00.170 --> 00:01:01.640 Speaker: You've been such an integral part of the team. 00:01:01.640 --> 00:01:02.660 It seems like five years. 00:01:02.660 --> 00:01:03.470 It doesn't do it justice. 00:01:03.470 --> 00:01:04.979 It feels like you've been here for a lot longer than that. 00:01:05.059 --> 00:01:06.170 Speaker 2: Right, right. 00:01:06.179 --> 00:01:06.929 It's great company. 00:01:06.960 --> 00:01:10.619 Speaker: Jenny, how'd you end up getting into Kosago and what 00:01:10.620 --> 00:01:11.920 was your background before? 00:01:12.699 --> 00:01:16.080 Speaker 2: My background, I grew up in the restaurant industry and it really 00:01:16.080 --> 00:01:20.190 gave me that, you know, connection with people that I always loved. 00:01:20.259 --> 00:01:22.570 That's part of my nature, to be with people. 00:01:23.089 --> 00:01:27.080 And then naturally I went into sales and did business in college 00:01:27.110 --> 00:01:31.979 and I did outside sales for probably, you know, 15, 20 years. 00:01:32.744 --> 00:01:34.184 various companies. 00:01:34.274 --> 00:01:39.904 And again, I loved being with people and I always loved property. 00:01:39.914 --> 00:01:44.234 So I kind of changed gears and I moved back home to Santa Barbara from Orange 00:01:44.234 --> 00:01:49.134 County, got my real estate license and wanted to do property management 00:01:49.594 --> 00:01:52.705 specifically and not do sales in my city. 00:01:53.535 --> 00:01:58.765 And I found Casago when they came to town and it wasn't the right timing. 00:01:58.765 --> 00:02:03.464 So we have that funny story between us that I was in your phone and I 00:02:03.464 --> 00:02:06.985 was in Spencer's phone and we had forgotten that we had interviewed 00:02:07.405 --> 00:02:11.825 and then I found you guys again and you know, it was destiny, right? 00:02:11.875 --> 00:02:12.285 Speaker: So cool. 00:02:12.345 --> 00:02:13.245 It absolutely was. 00:02:13.295 --> 00:02:13.645 Yeah. 00:02:13.645 --> 00:02:16.615 You've been such an integral part of the team and the company 00:02:16.615 --> 00:02:17.495 as a whole and all the cities. 00:02:17.745 --> 00:02:17.925 Thank 00:02:17.925 --> 00:02:18.135 Speaker 2: you. 00:02:18.175 --> 00:02:22.435 I also did a couple of years of, Long term rentals before 00:02:22.435 --> 00:02:23.805 I came to short term rentals. 00:02:23.815 --> 00:02:24.815 So I didn't know that. 00:02:24.845 --> 00:02:28.035 Yeah, I did about two and a half years there Yeah, that's great. 00:02:28.065 --> 00:02:28.325 Yeah 00:02:29.295 --> 00:02:31.414 Speaker: Tell us a little bit about your family your background. 00:02:31.485 --> 00:02:33.925 Did you grew up in Santa Barbara? 00:02:33.925 --> 00:02:34.384 Yeah, we 00:02:34.385 --> 00:02:38.865 Speaker 2: moved to my dad was in the army He's an orthopedic surgeon or was 00:02:38.965 --> 00:02:43.675 and my mom was a nurse So we traveled a lot when I was small and we came to 00:02:43.675 --> 00:02:48.165 Santa Barbara when I was six And my dad started his practice there and I grew 00:02:48.165 --> 00:02:52.805 up there and I'm still friends with all, I mean, friends from, you know, 00:02:52.955 --> 00:02:55.135 second grade, first, second grade on up. 00:02:55.615 --> 00:02:59.414 So we, we have that in Santa Barbara community, 00:02:59.915 --> 00:03:00.125 Speaker: you 00:03:00.125 --> 00:03:01.325 Speaker 2: know, great community. 00:03:01.505 --> 00:03:03.375 Speaker: You can tell that you really love Santa Barbara. 00:03:03.545 --> 00:03:03.705 I 00:03:03.795 --> 00:03:04.105 Speaker 2: do. 00:03:04.135 --> 00:03:05.075 I'm very passionate. 00:03:05.415 --> 00:03:08.805 And I can remember being a small child and absolutely 00:03:08.835 --> 00:03:10.875 being in awe just as I am today. 00:03:11.335 --> 00:03:15.255 I'm very passionate about it and excited about Santa Barbara because 00:03:15.305 --> 00:03:16.844 it has so much to offer, yeah. 00:03:16.975 --> 00:03:20.005 Speaker: You know, it really shows when you are just speaking about 00:03:20.005 --> 00:03:21.835 it, you light up every single time. 00:03:22.924 --> 00:03:26.565 So, you came to Casago because of the Actually, twice. 00:03:26.575 --> 00:03:28.585 First time, it just wasn't the right time. 00:03:28.585 --> 00:03:31.125 We were pretty small back then that we, you know, we were really 00:03:31.125 --> 00:03:32.645 weren't ready to hire anybody yet. 00:03:32.675 --> 00:03:35.754 And then, boy, we were lucky that when you came around, we were ready 00:03:35.755 --> 00:03:39.365 to, to, to bring on a new teammate. 00:03:39.944 --> 00:03:42.134 Tell me a little bit about your personal approach when it comes to 00:03:42.134 --> 00:03:46.185 delivering, like, a great experience in the vacation rental industry. 00:03:46.905 --> 00:03:51.165 Speaker 2: You know, I believe in Casago's core values with the warm 00:03:51.165 --> 00:03:53.075 welcome and the fond farewell. 00:03:53.095 --> 00:03:58.035 And I love to communicate with my guests and just let them 00:03:58.035 --> 00:03:59.345 know that we're here for you. 00:03:59.825 --> 00:04:03.035 We want you to have a wonderful experience and please reach out if 00:04:03.035 --> 00:04:07.395 you need anything at all and that my team's always available for you. 00:04:07.895 --> 00:04:13.775 When I create a welcome letter, I have their needs and wants in mind 00:04:13.855 --> 00:04:18.724 and I feel that I empower them with all the knowledge that I give them 00:04:18.784 --> 00:04:23.225 about the rental that they're in and that's really important to me. 00:04:23.680 --> 00:04:27.810 And to them because they, they do, they feel empowered and they feel 00:04:27.830 --> 00:04:29.440 comfortable in their surroundings. 00:04:30.250 --> 00:04:35.640 And I think that gives them that warmth and love and comfort of being in a home. 00:04:35.739 --> 00:04:36.029 Yeah. 00:04:36.079 --> 00:04:38.710 You know, cause they're not in a hotel, they're in another home. 00:04:38.710 --> 00:04:43.960 And then they get that sense of home and warmth and love actually. 00:04:43.980 --> 00:04:45.909 And they feel good about it. 00:04:46.909 --> 00:04:49.950 Speaker: I love the fact that you said love and warmth because 00:04:49.950 --> 00:04:52.480 that really embodies a lot of the way I see you operate. 00:04:52.950 --> 00:04:53.470 Speaker 2: Yeah. 00:04:53.480 --> 00:04:54.220 It transcends, yeah. 00:04:54.680 --> 00:04:57.770 Speaker: Could you share a few practical ways that you make homeowners 00:04:57.770 --> 00:04:59.110 feel like they're top priority? 00:05:00.600 --> 00:05:03.510 Speaker 2: Again, I use the same philosophy that I've used my 00:05:03.510 --> 00:05:07.030 whole life and that it's just the way that I treat the guests. 00:05:07.800 --> 00:05:13.150 I'm not afraid to tell homeowners the honest truth about what they're going 00:05:13.150 --> 00:05:17.340 to go through if they haven't already been in the short term rental industry. 00:05:18.034 --> 00:05:21.174 So I'm very honest and I like to educate them. 00:05:21.534 --> 00:05:23.544 So again, they feel comfortable. 00:05:23.585 --> 00:05:29.145 They know what the process is going to be as we go through it together. 00:05:29.554 --> 00:05:32.085 And just that I'm here to answer any questions. 00:05:32.114 --> 00:05:36.675 And I want them to feel really good about their choice to go with Casago 00:05:36.694 --> 00:05:38.515 and to go with me and my team. 00:05:38.804 --> 00:05:43.514 I do, I have to say the hard things and, um, I want them to know that 00:05:43.905 --> 00:05:45.705 Exactly what's going to go on. 00:05:45.765 --> 00:05:47.305 And so there are no surprises. 00:05:47.315 --> 00:05:50.015 So I'm very, very upfront and forward. 00:05:50.465 --> 00:05:54.065 Speaker: I feel like when I always hear about your interactions with 00:05:54.065 --> 00:05:57.635 homeowners, especially in the beginning, I feel like I could almost sum up 00:05:57.654 --> 00:06:02.414 some of the things that you say by saying it's hard conversations now 00:06:02.454 --> 00:06:04.054 make for better relationships later. 00:06:04.304 --> 00:06:04.684 Speaker 2: That's right. 00:06:05.064 --> 00:06:06.074 Speaker: Yeah, absolutely. 00:06:06.544 --> 00:06:07.004 I believe 00:06:07.004 --> 00:06:07.304 Speaker 2: in that. 00:06:09.384 --> 00:06:13.104 Speaker: Jenny, we have something in Kosago called the owner centric model. 00:06:13.989 --> 00:06:14.890 What does that mean to you? 00:06:16.059 --> 00:06:19.599 Speaker 2: That means that we are about owners first and foremost. 00:06:19.759 --> 00:06:25.150 Honestly, we care and love our guests and everything else, but 00:06:25.269 --> 00:06:27.129 owners are the most important people. 00:06:27.885 --> 00:06:31.534 You know, I take into consideration there are wants and needs that I have to 00:06:31.534 --> 00:06:36.155 educate my team on so my team understands what's important to this owner. 00:06:36.284 --> 00:06:36.605 Speaker: Yeah. 00:06:36.715 --> 00:06:37.034 Yeah. 00:06:37.135 --> 00:06:37.365 Yeah. 00:06:37.414 --> 00:06:38.815 You're sort of the conduit. 00:06:39.055 --> 00:06:39.965 Well, you're not sort of the conduit. 00:06:39.974 --> 00:06:43.585 You are the conduit often between the homeowners wants and needs. 00:06:44.125 --> 00:06:47.895 And then send that expectations into what it comes into operations, right? 00:06:47.945 --> 00:06:48.425 Speaker 2: Correct. 00:06:48.465 --> 00:06:48.825 Speaker: Yeah. 00:06:48.895 --> 00:06:49.295 Correct. 00:06:49.405 --> 00:06:49.675 Yeah. 00:06:50.549 --> 00:06:54.260 What are some of the tools and methods that you use to maintain the 00:06:54.469 --> 00:06:58.169 transparent relationship and support relationship with the homeowners? 00:06:59.260 --> 00:07:00.580 Speaker 2: You know, I love to educate. 00:07:01.104 --> 00:07:06.474 And so I educate the owners on all of the aspects and tools that they have at 00:07:06.474 --> 00:07:11.825 their fingertips from our back offices and the way that we set up their home, 00:07:12.344 --> 00:07:17.154 the way that we market and advertise and the descriptions that we write. 00:07:17.204 --> 00:07:22.664 And, and I always go back and forth with them on, do you like this? 00:07:22.705 --> 00:07:27.530 What do you, Want to improve on, they know their homes better, uh, to a 00:07:27.530 --> 00:07:30.960 certain extent, you know, I, I get very intimate with the homes and so 00:07:30.960 --> 00:07:35.440 do my team, but initially, you know, nobody can tell me like they can't. 00:07:35.440 --> 00:07:39.349 So I write and what do I want the guests to know? 00:07:39.520 --> 00:07:42.160 Then I cross reference with the owners to make sure that I'm 00:07:42.170 --> 00:07:43.690 hitting all the fine points. 00:07:43.950 --> 00:07:46.610 Speaker: Do you have a memorable story with a homeowner that kind 00:07:46.610 --> 00:07:50.770 of highlights why homeowners listening should choose Casago? 00:07:51.379 --> 00:07:52.059 Speaker 2: I do. 00:07:52.210 --> 00:07:53.569 And it's a recent one. 00:07:53.599 --> 00:07:57.979 I have many, but this one really just made me feel so good. 00:07:58.020 --> 00:08:02.119 We had a guest come in to one of our beautiful homes. 00:08:02.729 --> 00:08:04.439 This was about three months ago. 00:08:04.439 --> 00:08:07.629 And he came to stay at Santa Barbara Serenity. 00:08:07.689 --> 00:08:08.710 Beautiful property. 00:08:09.390 --> 00:08:10.530 He got his welcome letter. 00:08:10.530 --> 00:08:12.499 He got his check in instructions. 00:08:12.499 --> 00:08:17.080 He got a personal call from us saying hello and welcome and we're here for you. 00:08:17.869 --> 00:08:23.049 Then a few weeks into the stay, Jeremy had a few questions we had to 00:08:23.059 --> 00:08:27.159 accommodate different things with the owner for him, like getting his car into 00:08:27.159 --> 00:08:29.669 the garage and taking their cars out. 00:08:29.679 --> 00:08:32.699 Things like that, little things that he really appreciated. 00:08:33.590 --> 00:08:37.844 He, he called me organically one day and said, Hey Jenny. 00:08:38.345 --> 00:08:41.635 I really, really enjoyed the check in process. 00:08:41.714 --> 00:08:43.845 The welcome letter was so detailed. 00:08:43.855 --> 00:08:48.564 All the information you put in about this home, that I felt really comfortable here. 00:08:49.654 --> 00:08:55.305 I happen to have ten units that I am building in Summerland. 00:08:55.694 --> 00:08:58.694 And I'd really like to talk to you about onboarding those. 00:08:59.135 --> 00:08:59.485 Wow. 00:08:59.595 --> 00:08:59.944 Yeah. 00:09:00.305 --> 00:09:07.574 So from his own personal experience about how our company was run, how the action we 00:09:07.574 --> 00:09:14.045 took for him consistently answered all his questions timely through Airbnb, actually, 00:09:14.604 --> 00:09:20.279 and then having the onboarding sit down property management meetings with him. 00:09:20.620 --> 00:09:25.010 consecutively over and over again about how it would look to have his 00:09:25.020 --> 00:09:29.720 properties in there and then going on site and so on and so forth and 00:09:29.720 --> 00:09:33.959 fast forwarding to me onboarding those this last month and a half. 00:09:34.660 --> 00:09:38.299 Speaker: That's such a great testament to your hospitality that 00:09:38.329 --> 00:09:42.010 somebody who's a guest Especially with investment of 10 properties 00:09:42.010 --> 00:09:44.120 and turning them all over to you. 00:09:44.120 --> 00:09:44.150 And 00:09:44.150 --> 00:09:48.710 Speaker 2: trusting us and literally going out of the country for a month. 00:09:48.720 --> 00:09:50.630 He left and said, here you go. 00:09:51.220 --> 00:09:51.540 Wow. 00:09:51.580 --> 00:09:51.820 Yeah. 00:09:52.180 --> 00:09:54.030 And he trusted us to do the right thing. 00:09:54.030 --> 00:09:56.340 And, you know, he came in and sat down with Spencer. 00:09:56.705 --> 00:10:01.785 In revenue management and got to see how he works at the, you know, different 00:10:01.785 --> 00:10:07.034 levels of revenue management and really, it was so exciting for him and brought his 00:10:07.034 --> 00:10:10.074 team in as well to get educated on Casago. 00:10:10.095 --> 00:10:14.884 So I'm honored, very honored to have him and his team and 00:10:14.945 --> 00:10:15.915 Speaker: yeah, his properties. 00:10:16.405 --> 00:10:16.975 It's beautiful. 00:10:17.915 --> 00:10:22.835 Do you have any final thoughts to a potential homeowner who may be listening? 00:10:22.865 --> 00:10:23.609 Why they should. 00:10:23.860 --> 00:10:24.940 Choose Casa Go. 00:10:25.030 --> 00:10:28.310 Speaker 2: Casa Go brings so much more to the table from boots on 00:10:28.310 --> 00:10:31.340 the ground to owner platforms. 00:10:31.340 --> 00:10:34.230 So you know exactly what to expect. 00:10:34.230 --> 00:10:36.540 The transparency is incredible. 00:10:36.909 --> 00:10:39.409 You know, we are always there to answer the phone. 00:10:39.749 --> 00:10:43.700 You know, we don't push things off and we're always here for you. 00:10:43.730 --> 00:10:48.630 Onocentric is a coined Casa Go phrase and for many, many reasons. 00:10:49.080 --> 00:10:53.699 And I just think that, The Google reviews, I think we have 35. 00:10:53.720 --> 00:10:54.900 They're all from owners. 00:10:54.949 --> 00:10:56.120 They're not from guests. 00:10:56.550 --> 00:11:01.110 So, you know, that says a lot about us when our owners are available 00:11:01.110 --> 00:11:04.360 for testimonies, they're available to other owners for phone calls, 00:11:04.880 --> 00:11:09.059 and they really love the experience they've had with us, you know. 00:11:09.420 --> 00:11:10.410 Yeah, so great, 00:11:10.859 --> 00:11:10.979 Speaker: Jenny. 00:11:10.979 --> 00:11:11.760 Thanks for coming on. 00:11:11.939 --> 00:11:13.109 Speaker 2: Thank you, Steve. 00:11:13.170 --> 00:11:15.599 Speaker: If a homeowner wants to get ahold of you to find out more about 00:11:15.599 --> 00:11:17.189 property management, how do they do that? 00:11:17.819 --> 00:11:23.250 Speaker 2: They can contact me directly via email@jennyatcaco.com. 00:11:23.250 --> 00:11:27.270 That's J-E-N-N-I e@casco.com. 00:11:27.270 --> 00:11:36.420 Cs a g com, and then my direct phone number is (805) 701-8026. 00:11:36.449 --> 00:11:37.050 Again, that's. 00:11:37.070 --> 00:11:40.790 805 701 8026 and we'd love to talk to you. 00:11:41.849 --> 00:11:42.359 Speaker: Thanks again, Jenny.