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 --> 00:00:24.340 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 --> 00:00:30.070 I'm your host, Steve Schwab, and this is Keynotes. 00:00:37.480 --> 00:00:38.220 Hey, welcome to Keynotes. 00:00:38.230 --> 00:00:39.090 I'm your host, Steve Schwab. 00:00:39.090 --> 00:00:42.800 Today, we're with Jeff and Marci Harris from Kasago Hebrew. 00:00:43.260 --> 00:00:44.330 Welcome to the show, guys. 00:00:44.870 --> 00:00:45.500 Thank you, Steve. 00:00:45.550 --> 00:00:46.090 Good to be here. 00:00:46.679 --> 00:00:49.750 You guys have been with Kasago now for two years? 00:00:49.989 --> 00:00:50.979 Just shy of two years. 00:00:50.989 --> 00:00:51.860 Just shy of two years. 00:00:52.239 --> 00:00:53.789 And since then, you've grown a lot. 00:00:54.269 --> 00:00:54.750 Speaker 2: We have. 00:00:54.760 --> 00:00:55.019 We have. 00:00:55.019 --> 00:00:57.900 We've grown not only in size and number of units, but 00:00:57.920 --> 00:00:58.620 Speaker: professionally. 00:00:58.985 --> 00:01:02.245 . Tell me a little bit about your journey as you've come through Casago from 00:01:02.245 --> 00:01:05.665 beginning where you started to where you are now, that professional portion of 00:01:05.665 --> 00:01:05.695 Speaker 2: it. 00:01:06.405 --> 00:01:10.155 Marcy and I started our own property management company called Key in Memory, 00:01:10.165 --> 00:01:13.575 a small STR management company with properties in Utah and California. 00:01:14.245 --> 00:01:17.845 Marcy is also the founder and CFO of a company called Organized Gains, 00:01:18.405 --> 00:01:21.344 which is a bookkeeping firm that specializes in supporting real 00:01:21.344 --> 00:01:22.935 estate investors and STR operators. 00:01:22.944 --> 00:01:26.935 So we had kind of a good head start on a lot of other folks because we had a 00:01:26.935 --> 00:01:30.295 lot of best practices we learned from others even before we joined Casago. 00:01:30.315 --> 00:01:30.735 Speaker: Yeah. 00:01:31.149 --> 00:01:36.470 And so you guys, as a family, decided to get into STRs and then join Casago. 00:01:36.559 --> 00:01:38.160 Tell me a little bit about your family before. 00:01:38.160 --> 00:01:38.950 Did you have children? 00:01:39.910 --> 00:01:43.880 Speaker 3: Uh, yeah, we have four adult children, two of which are married, 00:01:43.939 --> 00:01:49.089 and one graduated college and moved to Florida, and one is serving a mission 00:01:49.089 --> 00:01:50.830 for our church in Peru right now. 00:01:50.850 --> 00:01:51.170 Oh, wow. 00:01:51.539 --> 00:01:56.289 Yeah, and our two married kids, one lives close by in Utah with a master's 00:01:56.289 --> 00:02:01.804 in microbiology, and And our daughter's serving in the Peace Corps in Morocco. 00:02:01.925 --> 00:02:02.464 Speaker: With her husband. 00:02:02.744 --> 00:02:03.554 Speaker 3: With her husband. 00:02:03.565 --> 00:02:06.094 So we're spread out across the world, I'd say. 00:02:06.284 --> 00:02:07.794 Speaker: Yeah, quite the adventurous family, huh? 00:02:08.095 --> 00:02:08.395 Speaker 2: Yeah. 00:02:09.034 --> 00:02:09.244 Speaker 3: And 00:02:09.534 --> 00:02:10.664 Speaker 2: did you raise them in Heber? 00:02:10.895 --> 00:02:13.625 We lived the first 50 years of our lives in Southern California. 00:02:14.215 --> 00:02:15.044 Born and raised there. 00:02:15.145 --> 00:02:16.395 All of our kids were born there. 00:02:16.755 --> 00:02:20.585 It wasn't until COVID in 2020 that we moved up to Utah full time. 00:02:20.585 --> 00:02:23.485 We spent a lot of time in Utah before that, but we didn't live there. 00:02:24.005 --> 00:02:26.855 And then when all the schools shut down in California, we moved everybody up 00:02:26.855 --> 00:02:30.605 to, the two kids we still had in school, up to Utah, and they finished school up 00:02:30.605 --> 00:02:30.895 Speaker: there. 00:02:31.105 --> 00:02:31.855 That's fantastic. 00:02:32.455 --> 00:02:35.475 And so, how did you guys end up getting into CASAGO? 00:02:35.475 --> 00:02:37.725 What was your decision to change over? 00:02:38.665 --> 00:02:39.525 Speaker 3: We needed help. 00:02:39.835 --> 00:02:40.675 Yeah, we needed help. 00:02:40.705 --> 00:02:42.575 We knew we needed to upgrade, so. 00:02:42.575 --> 00:02:42.664 Yeah. 00:02:42.935 --> 00:02:45.315 Speaker 2: Yeah, we had set a target in terms of number of properties we 00:02:45.315 --> 00:02:48.855 wanted to get to, and we realized at the stage we were at at that point 00:02:48.855 --> 00:02:49.965 that we needed help to get there. 00:02:49.965 --> 00:02:52.845 And so we actually traveled to VRMA in Las Vegas a couple years ago. 00:02:53.435 --> 00:02:56.674 I signed up for everything I could find that I thought would help me out, and 00:02:56.674 --> 00:02:58.774 the very last booth I went to was Casago. 00:02:59.085 --> 00:03:01.145 And I learned that I could have just signed up for a 00:03:01.145 --> 00:03:02.695 franchise and got all of that. 00:03:03.005 --> 00:03:05.565 And got better tech than what I had signed up for. 00:03:05.585 --> 00:03:07.695 Because I didn't qualify for half the stuff that I really wanted. 00:03:08.065 --> 00:03:10.215 I was able to get what I wanted by going with Casago. 00:03:10.505 --> 00:03:12.474 And I should save money and have all the support. 00:03:12.664 --> 00:03:14.255 It's been a fantastic experience. 00:03:14.465 --> 00:03:15.174 Speaker: Oh, that's great. 00:03:15.555 --> 00:03:16.764 I'm so glad you guys came on. 00:03:16.764 --> 00:03:18.475 It's been such a fun experience with you guys. 00:03:18.515 --> 00:03:21.345 Watching you grow and all the good interactions we have. 00:03:21.685 --> 00:03:23.875 I personally have really enjoyed it. 00:03:24.624 --> 00:03:27.395 Tell me a little bit about Your personal approach to 00:03:27.395 --> 00:03:28.145 Speaker 2: hospitality. 00:03:29.035 --> 00:03:31.915 Marcy actually kind of coined this, but we've always strived for it. 00:03:31.925 --> 00:03:33.795 What we would call a six star experience. 00:03:33.795 --> 00:03:35.075 So beyond five stars, right? 00:03:35.075 --> 00:03:38.255 Five stars is the most you're generally allowed to, to give. 00:03:38.275 --> 00:03:40.675 We want our guests to wish there was a sixth star. 00:03:41.205 --> 00:03:44.775 When they raided us, and so we take that approach with everything we want them to 00:03:44.775 --> 00:03:46.365 think back on the trip that they took. 00:03:46.655 --> 00:03:50.305 And if they came to Heber city or whatever other properties, and they come to Heber 00:03:50.305 --> 00:03:54.744 city originally for a specific purpose we want them to look back at six months 00:03:54.744 --> 00:03:58.115 or a year later and remember that trip and remember more about the home and 00:03:58.115 --> 00:04:00.555 amazing stay they had, as opposed to. 00:04:00.730 --> 00:04:02.960 The fact that they were in Heber City, you know, they want them to think, 00:04:03.180 --> 00:04:06.030 I remember that really great home we stayed in and how well we were treated. 00:04:06.030 --> 00:04:09.520 Let's, let's go back there or let's, let's run another one from, from those guys. 00:04:09.520 --> 00:04:10.550 Cause those guys were pros. 00:04:10.720 --> 00:04:11.030 Yeah. 00:04:11.080 --> 00:04:11.380 So 00:04:11.690 --> 00:04:14.879 Speaker 3: I think kind of striving for six stars, things are inevitably 00:04:14.879 --> 00:04:19.790 going to go wrong and people are more forgiving when you have good processes 00:04:19.810 --> 00:04:24.650 and you're really striving to be, you know, the best and you feel like, okay, 00:04:24.650 --> 00:04:27.570 if, if the air conditioning goes out, things are a little out of your control. 00:04:27.840 --> 00:04:29.750 It gives you a little bit of room there. 00:04:29.750 --> 00:04:29.819 Yeah. 00:04:30.390 --> 00:04:33.790 Speaker: I've been thinking a lot about earning the right to fail with, 00:04:34.020 --> 00:04:35.440 you know, a guest or a homeowner. 00:04:36.230 --> 00:04:40.579 Putting goodwill into it, earning and striving for that sixth star 00:04:40.610 --> 00:04:44.650 when there's something that's out of your control that happens. 00:04:44.659 --> 00:04:46.019 You've earned the goodwill. 00:04:46.109 --> 00:04:47.469 You've earned the right to fail. 00:04:47.510 --> 00:04:49.230 They understand that you're giving. 00:04:49.500 --> 00:04:51.150 Six star experience, right? 00:04:51.520 --> 00:04:54.230 And when something goes wrong, they're like, we get it, right? 00:04:54.230 --> 00:04:56.830 I feel like that's a big part of what you're talking about here. 00:04:57.070 --> 00:04:57.440 Speaker 3: Yeah. 00:04:57.560 --> 00:04:57.860 Speaker: Yeah. 00:04:57.990 --> 00:05:01.440 Speaker 2: I had a client years ago in a different industry Mentioned to 00:05:01.440 --> 00:05:04.780 someone in my hearing that the reason why he did business with Jeff Harris was 00:05:04.800 --> 00:05:08.489 because Not that things don't go wrong because things are gonna go wrong in 00:05:08.490 --> 00:05:12.280 life It's it's how Jeff handles things when they do go wrong Yeah, and I've 00:05:12.289 --> 00:05:15.320 used that as a mantra for everything I've done since then that's fantastic 00:05:15.849 --> 00:05:18.140 Speaker: So tell me a little bit about what makes Kosovo 00:05:18.140 --> 00:05:20.039 Heber unique in its market. 00:05:21.319 --> 00:05:21.559 Well, I 00:05:21.559 --> 00:05:24.859 Speaker 2: think it starts with the approach we've taken of the six star stay. 00:05:25.349 --> 00:05:29.200 We also really work hard with a lot of feet on the street, 00:05:29.219 --> 00:05:32.859 attempts to educate ourselves of what's happening in our market. 00:05:33.400 --> 00:05:37.830 I spent a lot of time and Marcy and I both spent a lot of time in community 00:05:37.830 --> 00:05:41.729 events, whether it's chamber of commerce events or local business networking. 00:05:42.039 --> 00:05:46.139 We sponsor local charity events and street cleanups and other things we do 00:05:46.139 --> 00:05:47.620 just to get involved in the community. 00:05:48.190 --> 00:05:54.060 Um, we spend a lot of time networking with others that are adjacent to our field, 00:05:54.340 --> 00:05:58.960 but are complimentary to it, such as realtors, home inspectors, even tradesmen. 00:05:59.430 --> 00:06:04.250 Homebuilders and letting them know who we are, what we do so that when 00:06:04.630 --> 00:06:07.480 they come across people that need what we do, they, they let us know. 00:06:07.540 --> 00:06:10.670 I think that's what really separates us so largely from our competition. 00:06:10.670 --> 00:06:13.470 Cause a lot of what we do is duplicatable, right? 00:06:13.470 --> 00:06:16.560 But it's, it's the, why would you do business with Casago Hebrew 00:06:16.560 --> 00:06:17.960 versus one of our competitors? 00:06:17.960 --> 00:06:19.480 Well, I think that's, those things 00:06:19.480 --> 00:06:19.610 Speaker: are 00:06:19.650 --> 00:06:20.530 Speaker 2: part of the big reason. 00:06:21.160 --> 00:06:21.860 Speaker: Yeah, I think so too. 00:06:21.860 --> 00:06:26.030 I see all the cool things you guys do when you post on social media 00:06:26.030 --> 00:06:27.380 or just through our conversations. 00:06:28.020 --> 00:06:31.080 And I've always thought that was a differentiator for, for you all. 00:06:31.560 --> 00:06:32.730 You know, you're the local heroes. 00:06:32.730 --> 00:06:34.000 You're those boots on the ground. 00:06:34.010 --> 00:06:36.160 You're not just there to use Heber. 00:06:36.220 --> 00:06:37.370 You're there to love Heber. 00:06:37.960 --> 00:06:40.390 You're making sure that you're being a good neighbor and that 00:06:40.390 --> 00:06:43.190 you're, you're taking care of the community, your homeowners. 00:06:43.735 --> 00:06:45.405 And it really shines through. 00:06:45.785 --> 00:06:47.395 And I'm very proud of you guys. 00:06:47.425 --> 00:06:50.395 I'm very proud to be associated with you guys when I see you doing those things. 00:06:50.395 --> 00:06:52.535 It makes me feel a lot of pride. 00:06:53.115 --> 00:06:55.175 It's a really good thing that you guys do. 00:06:55.615 --> 00:06:56.015 It does 00:06:56.015 --> 00:06:59.875 Speaker 3: help differentiate us from national brands as well, because maybe 00:06:59.875 --> 00:07:04.895 people might think we're a national brand, and I think that's what won us a 00:07:05.545 --> 00:07:09.905 recent contract, is that we were competing against a national brand, and they just 00:07:09.905 --> 00:07:14.835 loved the Heber ness of us, I think, you know, because it's in our blood, kind of. 00:07:14.835 --> 00:07:16.755 It's been really good for business. 00:07:16.795 --> 00:07:17.445 Speaker: You can tell. 00:07:17.965 --> 00:07:18.415 You can tell. 00:07:19.580 --> 00:07:22.960 So we have something inside of Kasago called owner centric. 00:07:23.140 --> 00:07:28.190 And it's part of a credo that we all talk about and discuss on a regular basis. 00:07:29.380 --> 00:07:32.840 Can you tell us a little bit about what owner centric means to you? 00:07:33.745 --> 00:07:38.905 Speaker 2: Sure, we are clear with our homeowners right up front as fellow 00:07:38.905 --> 00:07:43.145 real estate investors that we know that they are putting a lot of trust in us. 00:07:43.265 --> 00:07:46.475 And when it comes to that investment they've made and taking care of their 00:07:46.475 --> 00:07:50.135 property, we go out of our way to communicate that and set the expectations 00:07:50.135 --> 00:07:52.115 up front with those homeowners. 00:07:52.115 --> 00:07:56.285 And then we reinforce that expectation every time we interact with them. 00:07:56.315 --> 00:07:59.395 While we've lost a few homeowners that were not good 00:07:59.395 --> 00:08:00.595 fits with our business model. 00:08:01.490 --> 00:08:04.500 We feel confident every one of them knew we always were in their corner. 00:08:04.820 --> 00:08:05.740 First and foremost. 00:08:06.050 --> 00:08:09.270 As I said above, it kind of begins with our setting the clear expectations and 00:08:09.270 --> 00:08:13.530 then reinforcing that and renewing those expectations as often as is required. 00:08:14.190 --> 00:08:16.360 Having a foundation that allows us to demonstrate that we're 00:08:16.360 --> 00:08:19.480 meeting those expectations and then frequently exceeding them. 00:08:20.010 --> 00:08:24.305 Without something to measure our success against, It's easy for a homeowner 00:08:24.305 --> 00:08:26.845 to see greener grass somewhere else. 00:08:27.135 --> 00:08:29.615 And every time that that has happened, we've learned from that experience 00:08:29.615 --> 00:08:31.075 and had to adjust our approach. 00:08:31.635 --> 00:08:32.265 Do you guys have a 00:08:32.425 --> 00:08:35.695 Speaker: memorable story about a homeowner experience that you've 00:08:35.695 --> 00:08:39.340 had that just Shines or stands out. 00:08:40.270 --> 00:08:42.700 Speaker 2: Yeah, we just onboarded a brand new property. 00:08:42.760 --> 00:08:44.170 It's known as the A Frame. 00:08:44.510 --> 00:08:48.430 And A Frame is one of those terms in a mountain town that, you know, may 00:08:48.430 --> 00:08:49.620 describe a lot of homes up there. 00:08:49.620 --> 00:08:51.510 There's nothing special about the word A Frame. 00:08:51.990 --> 00:08:57.490 But this home is owned by a A widely known and well sought after influencer. 00:08:57.830 --> 00:09:00.470 That home is famous for, for being one of the most highly 00:09:00.470 --> 00:09:02.180 productive STRs in our area. 00:09:02.960 --> 00:09:06.660 They have commercials shot there, weddings, even fashion shows, and 00:09:06.660 --> 00:09:07.990 other events have been filmed there. 00:09:08.360 --> 00:09:09.900 She specifically sought us out. 00:09:10.465 --> 00:09:12.965 And asked us to manage her property after doing her own research 00:09:12.985 --> 00:09:15.515 and on how Marcy and I operate. 00:09:15.515 --> 00:09:17.365 So that's, that meant a lot to us. 00:09:17.405 --> 00:09:17.735 Speaker: Yeah. 00:09:17.765 --> 00:09:21.695 Speaker 2: That our reputation kind of proceeded far enough ahead of us 00:09:21.965 --> 00:09:25.845 that when she did her own research, and her being one of the most powerful 00:09:25.845 --> 00:09:29.315 and influential properties in our area, when she decided she wanted to 00:09:29.315 --> 00:09:31.665 step away from the management portion of it, we were the ones she wanted. 00:09:31.905 --> 00:09:32.655 That's amazing. 00:09:32.715 --> 00:09:33.035 Yeah. 00:09:33.285 --> 00:09:33.635 Yeah. 00:09:34.105 --> 00:09:37.365 Speaker 3: And she knew what she was looking for because she was managing it. 00:09:37.415 --> 00:09:41.015 You know, a lot of times our Homeowners don't have that frame of 00:09:41.015 --> 00:09:43.045 reference of running it on their own. 00:09:43.105 --> 00:09:43.455 Sure. 00:09:43.495 --> 00:09:47.225 So that really felt really good to us that she was able to see through our 00:09:47.225 --> 00:09:50.875 reviews, what people say about us, what people in the community say about us. 00:09:50.895 --> 00:09:53.105 Like it meant a lot that she trusts us with it. 00:09:53.145 --> 00:09:54.614 It's a super fun house to live in. 00:09:55.705 --> 00:09:58.205 Speaker 2: Yeah, and I think even adding on what Marcy said, that she said 00:09:58.205 --> 00:09:59.615 about what other people say about us. 00:09:59.665 --> 00:10:03.085 If you do any kind of search on Facebook, or you post on one of the local Ask 00:10:03.085 --> 00:10:08.505 Heber page on Facebook, who's a good property manager, we get 60 70 percent 00:10:08.505 --> 00:10:09.725 of the mentions right off the bat. 00:10:10.050 --> 00:10:10.640 So cool. 00:10:10.740 --> 00:10:14.010 Yeah, and it's funny we get mentioned by people we don't even know but 00:10:14.020 --> 00:10:17.460 they know people who dealt business with us And I say these are the guys. 00:10:17.640 --> 00:10:18.000 Yeah 00:10:18.950 --> 00:10:22.980 Speaker: Speaks volumes literally So if a homeowner wants to get a hold 00:10:22.980 --> 00:10:26.800 of you to find out more about Casago Hebrew, how would they reach out to you? 00:10:27.350 --> 00:10:28.720 Speaker 2: Obviously via phone? 00:10:28.720 --> 00:10:31.440 They were gonna hopefully they found our website number would be area code 00:10:31.440 --> 00:10:35.080 nine four nine four five six 4 7, 3 6. 00:10:35.170 --> 00:10:37.510 And what email would they want to reach out to if they 00:10:37.510 --> 00:10:39.130 just wanted to do it by email? 00:10:39.250 --> 00:10:42.310 Contact me directly at Jeff at Cago Heber. 00:10:42.370 --> 00:10:45.520 C-A-S-A-G-O-H-E-B-E r.com. 00:10:45.880 --> 00:10:48.130 I I love having direct conversations. 00:10:48.400 --> 00:10:50.050 Homeowners have a lot of great questions. 00:10:50.470 --> 00:10:52.961 Most of homeowners, this is the first time they're venturing this. 00:10:53.605 --> 00:10:55.845 And there's a lot of fear and trepidation about it. 00:10:55.855 --> 00:10:58.585 Hopefully after our conversation, they're not only better educated 00:10:58.995 --> 00:11:02.715 and but maybe that education alleviates some of that fear and 00:11:02.715 --> 00:11:03.815 we are going to be frank with them. 00:11:03.825 --> 00:11:08.045 We spent a lot of time making sure that we are dialed into what it can and cannot be 00:11:08.045 --> 00:11:11.065 done in our community, what the community will allow, what the city allows. 00:11:11.415 --> 00:11:13.535 What regulations you have to worry about, what permits are 00:11:13.535 --> 00:11:14.575 required, all of that stuff. 00:11:15.105 --> 00:11:19.185 And we know all of that and I can speak to it without having to research it. 00:11:19.185 --> 00:11:22.365 I live it every day and I'm happy to share all that knowledge with 00:11:22.375 --> 00:11:24.385 the potential homeowner so they know what they're getting into. 00:11:24.805 --> 00:11:29.249 And even to the point where we can provide pretty solid information. 00:11:29.260 --> 00:11:31.840 Estimations of what that home might generate in terms of revenue. 00:11:32.060 --> 00:11:32.370 Yeah. 00:11:32.790 --> 00:11:33.650 , Speaker: thanks so much for coming on. 00:11:33.660 --> 00:11:34.460 I sure appreciate y'all. 00:11:34.970 --> 00:11:37.150 So proud of the work you guys are doing. 00:11:37.170 --> 00:11:38.170 And we'll talk to you soon. 00:11:38.380 --> 00:11:38.760 Thank you.