After eleven years of onboarding commercial property clients, we can predict with high accuracy which questions the property manager will ask in the first thirty minutes. The checklist is remarkably consistent.
1. Certificate of Insurance
The COI is table stakes. $2M general liability plus $1M umbrella is the modern standard. Auto rider is non-optional. Workers' comp is required in every state we operate. Any vendor who cannot produce these documents within 24 hours of asking should be eliminated.
2. Scope-of-work documentation
Property managers want a written scope on every recurring service. Verbal handshakes cost them their jobs when tenants complain.
3. Photo debriefs
The single most-requested feature: photo evidence of every service, delivered as a report before the truck leaves the property.
4. Response time
How fast can you get to a tenant complaint? Under 24 hours is the modern standard; same-day for retainer clients is the Bespoke commitment.
5. Portfolio references
Property managers talk to each other. Three references from comparably-sized properties is a minimum.
6. Uniformed appearance
Unmarked trucks and t-shirts get eliminated on the walk-through. Uniformed crews with laminated IDs get shortlisted.
7. Vendor lifetime
How long is the average client relationship? Under two years signals turnover risk. Four-plus years signals a vendor that holds standards long-term.
