WEBVTT NOTE This file was generated by Descript 00:00:05.560 --> 00:00:08.760 Speaker: Welcome to Keynotes, a podcast just for Casago homeowners. 00:00:09.240 --> 00:00:12.219 This is where we explore how to get the most out of your relationship with 00:00:12.219 --> 00:00:16.630 Casago, learn tips and tricks on how to make more income with your property, 00:00:17.050 --> 00:00:19.999 and learn a little bit about the short term rental industry along the way. 00:00:20.700 --> 00:00:24.200 I've been a vacation rental nerd since my twenties, and the team has finally 00:00:24.200 --> 00:00:27.290 let 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. 00:00:30.240 --> 00:00:30.510 Thanks for watching. 00:00:37.815 --> 00:00:38.754 Hey, welcome to Keynotes. 00:00:38.775 --> 00:00:39.775 My name is Steve Schwab. 00:00:39.785 --> 00:00:43.115 I'm here with Brendan and Wendy today from Frio River. 00:00:43.475 --> 00:00:44.915 Guys, welcome to the show. 00:00:46.555 --> 00:00:47.485 So glad to have you here. 00:00:47.544 --> 00:00:51.395 I've had so much fun with you guys this past year as you have come 00:00:51.395 --> 00:00:55.744 onto the network and become part of Casago , and all the fantastic 00:00:55.954 --> 00:00:57.714 ideas and talents you bring 00:00:57.764 --> 00:00:59.624 . And I'm really going to have fun today getting to be able to have 00:00:59.624 --> 00:01:03.694 a good conversation with you about being owner centric and all the 00:01:03.694 --> 00:01:07.614 different things different than other property management companies. 00:01:08.414 --> 00:01:10.524 I'm going to start off by just asking you guys a little bit about you. 00:01:10.574 --> 00:01:15.024 I know you have a young son and you're generational in this business. 00:01:15.044 --> 00:01:18.014 Can you just give me a little bit of background about how you got 00:01:18.024 --> 00:01:19.944 started and what you did beforehand? 00:01:20.934 --> 00:01:21.214 Speaker 2: Sure. 00:01:21.924 --> 00:01:22.534 I'll start. 00:01:22.804 --> 00:01:26.369 Um, As Steve said, my name is Wendy. 00:01:26.439 --> 00:01:31.349 We have owned Frio River Resorts in Concan, Texas since 2018. 00:01:31.709 --> 00:01:34.739 But it's been in Brandon's family for much longer than that. 00:01:35.199 --> 00:01:40.159 We came into the business from complementary kind of spaces. 00:01:40.199 --> 00:01:43.029 I've been in property management for as long as I've had a career. 00:01:43.319 --> 00:01:45.869 Across all facets of it, multi family housing. 00:01:46.504 --> 00:01:49.994 Standardized and subsidized, subsidized housing, worked for the Austin 00:01:49.994 --> 00:01:53.384 Housing Authority at a high level and had the opportunity to buy this 00:01:53.444 --> 00:01:55.634 business and made the jump in 2018. 00:01:57.394 --> 00:01:58.124 Speaker 3: And I'm Brandon. 00:01:58.164 --> 00:02:00.614 I started my career in software development. 00:02:01.084 --> 00:02:04.284 That's been 25 plus years ago. 00:02:04.744 --> 00:02:10.419 I retired from software development in 2018 to Purchase this business 00:02:10.429 --> 00:02:15.269 with Windy and really had to just dedicate most of my time to property 00:02:15.269 --> 00:02:20.289 management So how did you guys end up deciding to become part of the saga? 00:02:21.359 --> 00:02:24.679 Speaker 2: So ours, I think, probably is not a terribly unique story. 00:02:24.709 --> 00:02:30.799 We are in a very small market geographically and physically. 00:02:31.119 --> 00:02:37.389 There are 209 and counting actual residents of our hometown. 00:02:37.729 --> 00:02:40.879 And then of course, during the summer months, there's 00:02:41.049 --> 00:02:42.489 multiple thousands of people. 00:02:42.869 --> 00:02:48.429 Being part of a small market lends itself to not having a ton of peers. 00:02:48.459 --> 00:02:51.949 You can't make a phone call to the other property management company 00:02:51.949 --> 00:02:54.024 down the road and say, Here's what I'm dealing with right now. 00:02:54.024 --> 00:02:57.894 the guest or here's an owner encounter that I've had . So we were looking 00:02:57.894 --> 00:03:02.824 for a way to build a community around us that's doing the same work that 00:03:02.824 --> 00:03:07.284 we're doing, has the same kind of struggles and opportunities that we do, 00:03:07.534 --> 00:03:10.624 having a community around us, having true peers. 00:03:10.989 --> 00:03:16.989 Was something that we just needed to have and we're so excited to be able to have. 00:03:17.659 --> 00:03:20.609 Speaker: Can you guys tell me a little bit about your personal approach when it 00:03:20.819 --> 00:03:24.739 comes to delivering a great experience for both guests and homeowners? 00:03:25.859 --> 00:03:30.529 Speaker 2: I think one of the things that our business has been known for 00:03:30.549 --> 00:03:35.629 from both the owner side and the guest side, even before joining Casago was 00:03:35.669 --> 00:03:37.469 that we have relationships with people. 00:03:37.699 --> 00:03:40.629 From our guest perspective, we've got a huge percentage of our 00:03:40.629 --> 00:03:41.799 guests that are legacy guests. 00:03:41.839 --> 00:03:43.959 They've come year over year over year. 00:03:44.309 --> 00:03:46.979 It's part of their annual family plan. 00:03:46.989 --> 00:03:50.159 They come, they visit Con Can for, you know, four or five or six nights. 00:03:50.529 --> 00:03:52.439 Um, we've built relationships with them. 00:03:52.439 --> 00:03:53.579 They know our family. 00:03:53.579 --> 00:03:54.229 They know. 00:03:54.469 --> 00:03:55.229 Who we are. 00:03:55.249 --> 00:03:58.699 They expect us to come and knock on the door and say, Hello, how are you? 00:03:58.699 --> 00:03:59.579 And that type of thing. 00:04:00.099 --> 00:04:02.669 Our owners have that expectation as well. 00:04:02.669 --> 00:04:05.549 And it's something that we we work very hard at. 00:04:05.779 --> 00:04:09.069 We want to make sure that they know that we're available to them. 00:04:09.079 --> 00:04:11.649 They have our direct personal cell phone numbers. 00:04:11.649 --> 00:04:14.339 They're not going through a call tree or something like that. 00:04:14.339 --> 00:04:16.659 We make sure that we visit when they come and visit. 00:04:16.934 --> 00:04:18.184 in as much as possible. 00:04:18.554 --> 00:04:22.074 And we make sure that we let them into our personal lives. 00:04:22.104 --> 00:04:26.074 They know, you know, we've had some recent health struggles with Brandon's dad, who 00:04:26.074 --> 00:04:30.654 is kind of the patriarch of our family, of course, and our company and our business. 00:04:31.014 --> 00:04:32.304 And they were excited about that. 00:04:32.304 --> 00:04:34.889 But at the At the same time, we had a kiddo graduate from college 00:04:34.889 --> 00:04:36.069 and they're excited about that. 00:04:36.079 --> 00:04:37.749 We get to do that with them as well. 00:04:38.009 --> 00:04:42.739 So it's really more about the relationship, which creates a partnership. 00:04:42.769 --> 00:04:48.039 And we always say with our guests and with our owners, we are in this for the 00:04:48.049 --> 00:04:52.759 relationship and everything else will fall into place the way it's supposed to 00:04:52.769 --> 00:04:56.679 for the success of our property owners and for the enjoyment of our guests. 00:04:56.679 --> 00:05:00.479 It's just having that personalized approach where we are open book. 00:05:00.769 --> 00:05:04.809 They know who we are, if we see them at a restaurant in town, if they happen 00:05:04.809 --> 00:05:06.509 to be at the dance we're at that night. 00:05:07.209 --> 00:05:10.619 We have that relationship with them where there is kind of a friendship there. 00:05:10.979 --> 00:05:11.459 Speaker 3: Right. 00:05:11.539 --> 00:05:13.299 We try to treat them like family. 00:05:13.759 --> 00:05:17.539 We incorporate all assets of our family and their family together. 00:05:17.539 --> 00:05:20.559 And just, we are, this is a partnership. 00:05:20.559 --> 00:05:23.859 This isn't a, we don't work for you, you don't work for us. 00:05:24.369 --> 00:05:27.319 We want them to understand that this is a partnership and a 00:05:27.319 --> 00:05:28.714 family that we're trying to build. 00:05:29.614 --> 00:05:30.244 Foster, 00:05:30.334 --> 00:05:31.354 Speaker: I love that by the way. 00:05:31.364 --> 00:05:35.494 And a big part of the credo is building relationships that transcend business. 00:05:35.994 --> 00:05:40.714 I think when you guys just spoke about that, you were incredibly genuine and 00:05:40.714 --> 00:05:44.544 authentic and it really came out and I think it honors that part of our credo. 00:05:45.444 --> 00:05:47.664 What do you guys do operationally? 00:05:48.414 --> 00:05:52.274 That's different than other people in your market that makes you stand out. 00:05:53.044 --> 00:05:55.524 Speaker 2: We, Our boots on the ground. 00:05:55.564 --> 00:05:56.944 We are local. 00:05:57.164 --> 00:05:58.654 We aren't outsourcing. 00:05:58.664 --> 00:06:04.974 We're not splitting our time between a different city in in Texas or a different 00:06:05.114 --> 00:06:08.754 country, which our competitors are doing. 00:06:09.184 --> 00:06:13.164 Our, again, owners and our guests know that when they're there, we're there, 00:06:13.544 --> 00:06:19.194 and when we're hosting a festival in our market, they know that we're 00:06:19.194 --> 00:06:20.894 going to be there supporting it. 00:06:21.224 --> 00:06:25.974 So the thing that sets us apart is we are and always have been and will 00:06:25.974 --> 00:06:28.804 continue to be boots on the ground. 00:06:28.814 --> 00:06:33.324 We are going to be a five minute drive from you at all times, and if not, 00:06:33.324 --> 00:06:36.794 we're going to deploy somebody who is, and we'll be 15 minutes behind them. 00:06:36.794 --> 00:06:37.334 Yeah. 00:06:37.944 --> 00:06:41.874 Speaker: Within the Casago ecosystem, we have something that we call a credo. 00:06:41.914 --> 00:06:44.964 It's a set of principles we've all agreed to, and we talk 00:06:44.974 --> 00:06:46.384 about it often with each other. 00:06:46.384 --> 00:06:49.984 And I think it's really unique when it comes to companies making sure 00:06:49.984 --> 00:06:54.469 to always continually talk about the principles and how, We interpret 00:06:54.469 --> 00:07:00.529 them and finding, you know, ways to showcase when we've both done a good 00:07:00.529 --> 00:07:02.199 job and sometimes when we failed at it. 00:07:02.779 --> 00:07:07.249 Do you guys have any good stories about how you've worked with homeowners 00:07:07.249 --> 00:07:08.409 that really stand out to you? 00:07:09.079 --> 00:07:13.429 Speaker 2: As far as standout homeowners, we, we probably have 00:07:13.429 --> 00:07:14.999 a couple of different examples. 00:07:15.059 --> 00:07:21.299 I think one that comes to mind immediately is a new owner of a 00:07:21.319 --> 00:07:24.334 property that we had from, uh, build up. 00:07:24.804 --> 00:07:29.164 So we had that owner, then that owner sold the property to someone 00:07:29.164 --> 00:07:32.164 who was familiar with our market, but already had a relationship with 00:07:32.164 --> 00:07:36.994 another very small kind of management group that they felt beholden to. 00:07:36.994 --> 00:07:40.754 They had a very emotional connection with this group. 00:07:41.204 --> 00:07:44.494 And we've certainly asked for the interview and the opportunity to kind 00:07:44.494 --> 00:07:48.144 of show them what our program was and what we had done with the house. 00:07:48.144 --> 00:07:52.765 Again, we took it from the slab to through the first 2. 00:07:52.765 --> 00:07:54.304 5 years of operation. 00:07:54.684 --> 00:07:58.174 So we certainly had the experience, the numbers, all of that to back it up. 00:07:58.584 --> 00:08:02.344 Uh, we didn't win the situation and we didn't think that we were going 00:08:02.344 --> 00:08:05.904 to, but we certainly didn't create a contentious situation out of it. 00:08:05.904 --> 00:08:09.304 We made sure that we let them know we understood what their intentions 00:08:09.304 --> 00:08:15.279 were and That we would still be here in the market when not to sound rude, 00:08:15.329 --> 00:08:18.369 but when the company that they were working with was no longer an operating 00:08:18.369 --> 00:08:22.579 company and that we would be happy to kind of pick back up with the same 00:08:22.579 --> 00:08:25.339 program, reach out to our same group of guests who really had enjoyed 00:08:25.339 --> 00:08:27.429 that home and welcome them back in. 00:08:27.449 --> 00:08:29.449 And that's something that we got to do at the beginning of 00:08:29.449 --> 00:08:31.319 this last operating season. 00:08:31.619 --> 00:08:34.689 And we've been able to build some really neat relationships out of it. 00:08:34.709 --> 00:08:38.419 It's, it's kind of a couple of different groups of families who all come from 00:08:38.419 --> 00:08:43.239 very different like walks of life and has exposed us to a different 00:08:43.579 --> 00:08:46.919 ownership type than what we're typically used to dealing with and certainly 00:08:46.919 --> 00:08:48.509 what we've built our company on. 00:08:48.829 --> 00:08:52.029 Um, and just be able to turn that around and they'll have them kind 00:08:52.029 --> 00:08:53.319 of be a champion for us and go. 00:08:53.599 --> 00:08:55.719 First of all, you guys stay true to your word. 00:08:55.969 --> 00:08:58.799 You said that you would welcome us back and you would still be here. 00:08:58.889 --> 00:09:03.809 And you were second of all, never was there any ill intent or malice 00:09:03.819 --> 00:09:05.899 towards them or the other company. 00:09:06.049 --> 00:09:08.959 We still have relationships with both of them, and now 00:09:08.959 --> 00:09:10.079 they're part of our operation. 00:09:10.159 --> 00:09:12.639 And It's one of my favorite houses in our portfolio. 00:09:12.639 --> 00:09:15.999 If I need a break from the day, , I will definitely pop over to that 00:09:15.999 --> 00:09:19.179 house if it's vacant in the off season and go sit on the porch and stare 00:09:19.179 --> 00:09:21.619 at the hills for ten minutes and remind myself why I love what I do. 00:09:23.859 --> 00:09:28.739 Speaker: So, along those lines What does owner centric mean to you guys 00:09:28.789 --> 00:09:33.029 and how do you go about implementing that in your business every day? 00:09:33.679 --> 00:09:37.449 Speaker 2: My, my best example is owner centric is the lens that I look 00:09:37.449 --> 00:09:39.439 at every decision we make through. 00:09:39.449 --> 00:09:46.949 Because our guests are why we are in ComCAN, why we're there. 00:09:47.579 --> 00:09:48.739 Our owners are why we're there. 00:09:49.019 --> 00:09:53.799 Cause us to be able to do that and our owners are our partners like Brandon 00:09:53.809 --> 00:09:59.469 said when we Even have a very quick first discussion with an owner whether it's at 00:09:59.469 --> 00:10:03.799 a restaurant or someone who's reached out to us intentionally We let them know that 00:10:03.809 --> 00:10:08.609 our practice is building a relationship And before we have any discussion about 00:10:08.609 --> 00:10:12.549 what our program is what our fees are what any of those kind of you know hard 00:10:13.109 --> 00:10:17.029 And fast rules and topics are we want to make sure that we're going to be in a good 00:10:17.029 --> 00:10:18.959 relationship relationship Do you like us? 00:10:19.019 --> 00:10:19.819 Do we like you? 00:10:19.869 --> 00:10:21.219 Can we compliment each other? 00:10:21.699 --> 00:10:27.979 And so everything that we view is through the lens of owner centric. 00:10:28.349 --> 00:10:33.089 So if it's a tough guest call at two o'clock in the morning, I want the guest 00:10:33.099 --> 00:10:36.499 to have the experience that we have sold them and that they expected to have. 00:10:36.509 --> 00:10:40.479 But I also want to make sure that The decision that I'm making, my response 00:10:40.479 --> 00:10:45.729 to that, our response to that, is later on tomorrow morning after we've all 00:10:45.729 --> 00:10:48.959 gone to sleep and cleaned up the flood or whatever it is, that I can have a 00:10:48.959 --> 00:10:52.879 conversation with the owner, that they go, Absolutely, that's exactly how we 00:10:52.879 --> 00:10:56.459 would have wanted you to handle it and thanks a lot for doing that for us. 00:10:56.729 --> 00:11:00.129 So it's just, it's the lens that we use. 00:11:00.145 --> 00:11:02.424 I think it's a great opportunity for us to view everything to 00:11:02.424 --> 00:11:02.614 Speaker: through. 00:11:02.614 --> 00:11:05.124 I love that those homeowners. 00:11:05.164 --> 00:11:06.834 We have a few dishes to them, right? 00:11:07.124 --> 00:11:10.514 And something you said that I really love is about taking care of 00:11:10.514 --> 00:11:15.014 those guests when we do a fantastic job of taking care of guests. 00:11:15.024 --> 00:11:20.754 We are serving our homeowners because we're serving the guests of that property. 00:11:20.754 --> 00:11:22.174 So they'll leave good reviews. 00:11:22.519 --> 00:11:27.849 They'll take good care of it, they'll come back, and giving outstanding guest 00:11:27.849 --> 00:11:29.989 service is owner centric, I think. 00:11:30.869 --> 00:11:34.909 So guys, if a homeowner is interested in signing up their property with 00:11:34.909 --> 00:11:40.139 you and discovering more about Casago Infrio River, how can they find you 00:11:40.169 --> 00:11:41.369 and how can they get a hold of you? 00:11:41.709 --> 00:11:47.209 Speaker 2: Yeah, so to reach us via telephone or text, you can do one. 00:11:47.509 --> 00:11:50.749 830 232 5544. 00:11:50.789 --> 00:11:51.679 That's our telephone number. 00:11:51.679 --> 00:11:53.379 You can text us at that number as well. 00:11:53.609 --> 00:11:56.479 There's going to be a response anytime, day or night. 00:11:56.849 --> 00:12:01.999 Our primary email address is info, i n f o, at FrioRiverResorts. 00:12:01.999 --> 00:12:02.189 com. 00:12:02.919 --> 00:12:03.579 Speaker: Fantastic, guys. 00:12:03.579 --> 00:12:04.699 Thanks so much for coming on. 00:12:04.949 --> 00:12:06.569 I really enjoyed my conversation with you all. 00:12:06.999 --> 00:12:09.939 I'm looking forward to another successful year coming up. 00:12:10.279 --> 00:12:11.089 Speaker 2: Thank you so much. 00:12:11.139 --> 00:12:11.629 We're excited. 00:12:11.919 --> 00:12:12.689 Speaker: Yes, we're super 00:12:12.689 --> 00:12:13.189 Speaker 3: excited.