How to Hire a Good Housesitter/Petsitter
The service you receive will only be as good as the people doing the work. This step is critical in ensuring you hire honest, knowledgeable professionals who will be attentive to your needs and the needs of your pets.
How long has the company been in operation? Under this name or under a different name?
The rule of thumb is to look for five years or more experience, but this must be weighed against all the other criteria as there are subpar veterans and excellent startups in many markets. Also, beware of a company that has changed its name to avoid a bad past. Evergreen Local and its staff has been in Illinois for the last 40 years.
Have they been doing housesitting and petsitting that whole time? Have they been managing the type of property that you own?
Housesitters and property managers who focus on one property type and/or don't provide realty services pride themselves on this point. There are definitely benefits to working with a company that has a single focus and specialization, but there are plenty of competent house sitting and property management companies who provide realty service and/or manage multiple property types.
The main thing to look out for is people who decide to become housesitters overnight even though they are unqualified. Although this applies to people from all backgrounds, its worth noting that when the real estate market slows down a good number of realtors moonlight as house sitters and property managers, some of whom lack the proper licensing and or skills required. And some have no experience with petsitting. At Evergeen Local not only are we experienced as property managers but we are certified pet sitters.
How knowledgeable are they?
If they appear to not have the time to answer your questions in the interview process, move on. They either genuinely don’t have time for their clients, or this is a front to mask their lack of knowledge. Try offering them some hypothetical scenarios to see if they offer you solid answers or dance around the question. Quick, clear answers mean there are well laid out processes in place rather than a fly-by-the-seat-of-their-pants, more reactive mentality.
Qualifications
Are they licensed to practice housesitting and property management?
This is a very important point as it is a serious problem when anyone tries to practice professional housesitting and property management without being licensed and educated in the field. The fact that your property management company is licensed means they are subject to the ethics and guidelines established by their states governing authority. If they don’t have a broker’s license, they either will likely be operating under another broker’s license or are in a state that does not require a broker’s license. Either way it's worth checking the laws in your state and verifying things to make you don't hire a company that is practicing property management illegally. Also make sure to find out if they have a current errors and ommissions insurance policy.
What certifications does the company and its employees have? Do they participate in continuing education?
This is a good indicator of how seriously the company takes their work. You want to look for companies that nurture their employees professional development by encouraging (or even better requiring) them to attend graduate level courses and seminars. Professional certifications mean the recipient has invested considerable time and money acquiring the skills required to be an expert in their field. Here are some trade organizations and the designations they provide:
National Association of Residential Property Managers (NARPM)
Institute of Real Estate Management (IREM)
Consider it a bonus if the above certifications are complimented (not substituted) by other related real estate management designations. This indicates an even broader skill set which further informs their practice of property management.
Does the management team dress and act professionally?
First impressions matter. The companies you interview are likely on their best behavior during the interview process so if they don’t look and behave professionally then, don’t expect things to improve. Consider that this person will represent you when dealing with current and potential future clients. It’s also a good idea to get a look at their offices as this will provide yet another window into what kind of property conditions they find acceptable.
Portfolio
How many types of properties do they manage? Do they have a specialty?
Generally speaking it is a good thing if they focus on specializing in one area.
Do they manage properties locally, regionally, or nationally?
The conventional wisdom is that a local only is best because is allows for a more singular forcus as well as increases managements attention and ability to meet your needs as well as your access to decision makers in the company. That said, this can be an overgeneralization easily out weighed by any number of the other factors.
How long is their average client relationship?
Longevity is a good sign.
Ask for the addresses of some of their properties so you can do a drive by.
Bear in mind they will select properties that reflect well on them. Either way, if you get the opportunity to talk to other clients try to assess their level of satisfaction with the property management company.
Staff
What is their staff turnover rate?
The housesitting and residential property management industry has a higher turnover in general, so bear in mind this figure is only meaningful when compared to other housesitting and property management companies in the area. High turnover is a bad sign.
You want to deal with the same lcoal people, not a new face every few months. Additionally, this may a sign of poor management and possibly financial instability. If financial stability is a question, you can always run a credit check on the company.
Who is the specific housesitter/petsitter that will handle the property?
The interview with management may go well, but if the housesitter they assign to your property is sub-par, it really doesn’t matter how well the rest of the organization operates. Make a point to meet the specific housesitter who will be stewarding your properties. Consider the following:
How do they show? Do they dress and act professionally? Do they seem knowledgeable about their profession? A nice outfit, warm smile and firm handshake don't cut it. Ask enough questions to the point that you are satisfied they know what they are doing.
How long have they been a housesitter for (working as an actual housesitter/petsitter, not an assistant)? Relevant experience is key. They may transition quite well and do a good job but either way you want to know their background upfront.
How long have they been with this company, where and for how long were they with the company before that? Job hopping is not a good sign, and because of the localized nature of residential housesitting and petsitting, more time spent locally is preferable to a recent transplant from different rental market.
How is their compensation package structured? This says a lot about how invested your house sitter will be in the performance of your property. Wouldn't you want your housesitter/petsitter to be rewarded if they do a good job, and to experience punitive financial dis-incentives, if they don't? Look for pay structures that establish a direct correlation between compensation and key metrics.
Who would you be dealing with if that person is sick or on leave? There will be a day when the planets align and Murphy's Law comes full force. Your housesitter is out of town and a situation arises that requires immediate attention. Is there a qualified back-up person who will know how to solve the problem or it fall on you to deal with the problem?
Customer Service
What are their office hours, do they close on weekends?
Housesitting and residential property management (especially for Evergeen Local and our clients) is a 24/7/365 vocation, look for a housesitting company that will be working for you and your properties on the weekend and on holidays as well.
Who handles after hours, weekend and holiday calls?
It needs to be someone who is qualified to competently address client concerns IMMEDIATELY, rather than explaining that you will need to wait till Monday morning before you can get redress. If a homeowner’s pipe burst at 11:30 pm on a Friday night, you don’t want them talking to someone who is not qualified or capable of promptly getting the problem solved while they are away from home. Regardless of the answer you are given, the only way to know is to call the given number and see who picks up. If emergencies are met with an answering machine you may want to think about moving on. Evergreen Local is a 24/7/365 business operation. We are at full service to our clients, no matter what time of day.
