Triple Win Property Management Blog

Resident Experience Management Guide to Utilize Platform to Meet Expectations

Resident experience management is improving every resident touchpoint – from application to move-out – to drive an experience so good your residents never want to leave. Today, the role of the property manager is to proactively identify and meet residents’ needs, often before the resident knows they need it. It’s a new world, but it’s exciting, allowing enterprising PMs to stand out in a crowded industry. Solutions that drive value, like a resident benefits package or an investor benefits package, are taking the lead. At Second Nature, we build tools with those enterprising property managers leading the way, and we’ve put together a report on the latest trends and innovations in the space. In this article, we’re diving deep into how to improve the resident experience, why it matters, and the best practices in resident experience right now. For more details and insights from leading PMs, check out the 2024 State of Resident Experience Report. Why is Resident Experience Important? Related: State of Resident Experience Study The “experience economy” has changed both customer and resident expectations. Particularly after the pandemic, the modern consumer is accustomed to the ease of apps like Uber, Airbnb, and Amazon, and they respond to ease and convenience. The question that single-family and multifamily PMCs are asking now isn’t “What’s the most I can get out of residents for the least I can do?” Rather, it's: “How do I create an experience so good that residents never want to leave?” Property management companies are redefining resident experiences to improve occupancy rates and help residents, investors, and their companies get a win. Investing in resident experience management strategies is one of the most direct ways to yield a positive ROI and reduce resident turnover costs. According to DD Lee, owner of Skyline Properties Group in Atlanta: “The number one thing (our residents) look for is ease and convenience. They don't want complicated instructions. They just want simple; they want right now. They want contact-free; they don't want to talk to people. So everything we do, from showings to moving into the experience after they move in is all revolved around design for that expectation.” Related: How to Write a Noise Complaint Letter to Tenant How to improve resident experience management Resident experience management is about identifying every unique touchpoint along the resident’s journey – from application to move-out. Property managers are now expected to make each touchpoint painless and convenient. Our 2024 State of Resident Experience Report discusses changing consumer expectations and the key steps to resident satisfaction. Here, let’s expand on each key resident touchpoint where PMs can focus on improvement. Move-in Move-in is the perfect opportunity to design experiences that make new residents say, “Wow” – to make them feel delighted, welcome, and truly at home. Our guide explores some of the best innovations for cultivating a unique move-in experience. One of the best is to offer a Resident Benefits Package (RBP) that folds in services like a move-in concierge, insurance, incentives, and more. Rent payments Offering online rent payments is table stakes these days. Great property managers have to go beyond that. Second Nature’s RBP has a credit-building service that reports on-time payments to every credit bureau, giving value to residents and helping them become more financially stable. Another service is the resident rewards program, which incentivizes on-time payments and supports great residents. Maintenance requests Using an online resident portal for real-time maintenance requests has become a baseline expectation. PMs are going beyond that to ensure they use preventative maintenance and deploying strategies to improve functionality. One such resident experience strategy is an air filter delivery service. Changing filters on time can reduce HVAC requests by 38%, saving the property manager and investor hundreds of dollars a year. Pet registration Property managers can proactively offer pet registrations or guarantees and even use that as a form of ancillary income. You get the extra pet fees to drive income, the investor gets an assurance that they won’t suffer because of pet damage, and the resident gets to keep their pet! Resident concierge services Concierge services are a top way to provide a VIP experience. Second Nature’s RBP includes a move-in concierge who can confidently guide multiple people daily to set up their utilities properly. Residents don’t have to deal with the headache of setting up new utilities – instead, in one phone call, they find out their best options and can even get help simplifying setup. Renewal process PMs can proactively set up the renewal process, so it’s as easy for the resident as a click of a button. Assuming each touchpoint along the way has anticipated and delivered on residents’ needs – and surpassed their expectations – lease renewal should be straightforward and quick. Resident communication Property managers aiming to improve the resident experience have found creative ways to improve and streamline resident communication. Effective communication is necessary, whether through digital apps and automation, social media, on-site messaging, proactive team members, etc. Move out When a resident is moving out – whether they chose to move or are delinquent – property managers can help make the process as smooth as possible. Anticipating the resident’s needs, keeping communication open, and deploying motivated team members all help deliver the final touch for most residents. The move-out experience is their last impression and can impact your referrals, reputation, etc. What property managers can do using Resident Experience Platform Resident retention is a key success metric in the current economic climate. Keeping residents engaged and happy can go a long way to delivering a triple win: hitting your goals, their goals, and your investor’s goals. Our State of Resident Experience Report explores how resident experience management can deliver ROI, company growth, and happier investors. We also talk to several experts in the property management field to hear their best and most successful ideas. Here are a few key activities the resident experience platform enables you to improve the experience that residents will pay for and stay for. Post-maintenance surveys and follow-ups Quick complaint responses and preventive maintenance Pet-friendly property management and insurance Resident engagement programs like a recycling drive, helping minimize waste productions, sourcing local, etc. Prioritizing safety and security and engaging residents in a proactive way to achieve that Each of these strategies can be executed with the help of a resident experience management platform and helps deliver what “totally taken care of” feels like, which is exactly what residents are looking for. Resident experience management tips: how to handle difficult residents Every property manager we’ve talked to has dealt with difficult residents at some point in their career. The best property management strategies prevent many of these issues through better resident experiences. The right strategy can help incentivize residents to cooperate, keep a property well-maintained, and make on-time payments. When you are facing a difficult resident situation, here’s how leading property managers advise proceeding. Make sure service promises are fulfilled One of the most important things that sets professional PMs apart from hobbyists or amateur landlords is the delivery of promises. Because you have a team and a plan, you can ensure that what you promise is what residents get. Being courteous, kind, and professional A lot of this is about hiring the right people. Get your core values in place and ensure that anyone you hire is bought in on those values. Finding people that the rest of your team enjoys working with is also important. Cultivating an environment of courtesy and respect goes a long way to ensuring residents are treated fairly. By not taking it personally Improving the resident living experience is all about seeing the human at the other end. When unhappy or troublesome residents aren’t taken personally, it puts us in a better position to take reasonable, effective steps to deal with them. Professional PMs can approach challenging situations without judgment but with clear boundaries and proactive solutions. Delegating This comes back to having the right team in place. If you trust your team, you can delegate specific complex tasks to them without spending all your time on every issue. Peter Lohmann, CEO of RL Property Management, shared that he keeps a delegation cheat sheet printed out at his desk. The steps to successfully delegating are: Outline the vision - “Commander’s Intent.” Share resources. Describe your definition of done. Give a deadline or interval. Explain how and when they should keep you updated. Having paperwork to back your arguments Ensuring you have documentation of each issue with the resident is critical. Documenting interactions along the way helps protect you and your team. Setting and maintaining expectations Again, professional PMs know that setting and managing expectations is one of the top priorities for a happy and successful resident relationship. Knowing that today’s residents expect a certain level of convenience can put professional PMs ahead of the game. Utilizing resident experience platforms like Second Nature to meet expectations We’ve only scratched the surface of resident experience management and the innovative and exciting ways we’ve seen property managers change the game in that space. The next step might be to explore our Resident Benefits Package and why property managers love it. Or, if you’d like to learn more about property management trends for 2024 – and the changing state of resident experience – you can download our free State of Resident Experience Report. The in-depth report includes advice and insights from some of the most innovative property managers in the biz, data on resident expectations, and key trends for 2024. Resident experience management FAQs What is resident experience management? Resident experience management is the process of improving every touchpoint in a renter’s journey—from application to move-out. It helps property managers boost satisfaction, reduce resident turnover, and increase retention by making living simpler, more convenient, and more engaging. Why is resident experience important for property managers? Resident experience directly impacts occupancy rates, renewal decisions, and overall ROI. When property managers prioritize ease, communication, and comfort, residents stay longer, pay on time, and recommend the community to others. How does resident experience management reduce resident turnover? By addressing resident expectations—like online rent payments, responsive maintenance, and clear communication—property managers create an environment where residents feel valued. This reduces frustration, increases loyalty, and lowers costly turnover. What role does property technology play in resident experience management? Technology makes it possible to streamline operations and meet modern expectations. Resident portals, mobile apps, and automated systems for rent payments, maintenance requests, and communication improve efficiency while giving residents more convenience. How can property managers improve resident satisfaction? Key strategies include: Offering easy online rent payment options Providing proactive and responsive maintenance Hosting events to build a feeling of belonging and sense of community Communicating clearly and effectively Delivering concierge-style services that anticipate resident needs What are examples of resident experience platforms? Resident experience platforms provide tools to manage communication, payments, maintenance, and engagement in one place. These platforms help property managers deliver seamless service, keep residents informed, and track satisfaction metrics. How does resident experience management benefit property owners? For property owners, strong resident experience management translates to higher occupancy, lower turnover costs, and more predictable cash flow. Happy residents mean fewer vacancies, stronger reviews, and better long-term asset performance.

September 5, 2025

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Benefits of Outsourcing Property Management Services

Property management services have changed by leaps and bounds over the past 5-10 years. And property management outsourcing services have grown along with it. While the traditional approach to property management simply provided the basics – maintenance, rent collection, etc. – entrepreneurial PMs saw a massive gap in that value proposition and have transformed the real estate industry. Now, property management services are increasingly seen as a way to generate value for residents, real estate investors, and property management companies. PMCs are delivering resident benefits like credit reporting, renter’s insurance programs, pet guarantees, and more. And each of these services acts as a value add for everyone involved. But that can also add extra burden and cost to your property management business when your team is already spread thin. One of the best ways to offer value without overextending your team is to outsource some of those PM services to PropTech products, contractors, or a fully managed solution. Today we’re going to talk about this option in more detail. Whether you’re just getting started in property management or a seasoned pro, we hope you’ll find something here to help. Key Learning Objectives: What is outsourced property management? What services add the most value to the resident experience? What property management services are most easily outsourced? What are the costs associated with outsourcing PM services? What are the benefits of outsourcing PM services? What is Outsourced Property Management? Outsourced property management refers to the practice of paying for a third-party company or product to handle certain tasks or operations for your property management company. This could include tasks such as tenant screening, resident benefits, renters insurance programs, rent collection, maintenance and repair coordination, lease enforcement, financial reporting, and more. Property management is, in itself, an outsourced service for real estate investors/property owners. Just as property owners often choose to outsource their property management to save time, reduce stress, and ensure they stay profitable – property management companies may outsource several of their services for the same reasons. Property management outsourcing services, whether PropTech products or fully managed solutions, allow property management companies to build efficiencies and focus on quality and growth. Outsourcing certain services can give residents more of what they need and investors more value for their dollar. What Services Can Property Management Companies Outsource? Advances in technology and innovation within the property management industry have given PMCs greater flexibility in terms of outsourcing key services. As a property manager, you may outsource for a range of reasons. Maybe you’re still building up your team and need cost-effective expertise in a certain area. Maybe you have core products you want to focus on and want certain services to take less of your time. Maybe your investors or residents are asking for out-of-scope services that you can offer for an additional fee. Overall, outsourced property management services can help PMCs save time, reduce stress, and maximize the profitability of their company. So, what are some of the most commonly outsourced property management services? They can be grouped into a few categories: A single-family property management software and integrations that enable all kinds of business operations. Maintenance and repair. Many PMs outsource things like plumbing, HVAC, and other contractor work. Resident benefits and ancillary services. Property managers often outsource value-driving products like an RBP and other services that investors want, and residents will pay for. Let’s dig into the services that might be included within each of those larger categories. Rent collection Third-party payment processing companies can handle the actual collection and processing of rent payments for the PMC. The property management company will provide the payment processing company with the necessary information and details about the residents and the property, including lease terms, payment due dates, and amounts owed. The process may involve various payment methods, such as online payments, credit card payments, ACH transfers, or other payment options. Some popular outsourcing solutions that help collect rent include Buildium, Propertyware, and AppFolio. Second Nature provides a fully managed service that helps ensure your residents pay rent on time. Repair and maintenance Many PMCs outsource repairs and property maintenance. We’ve spoken with experts like Bob Preston, who run their own maintenance companies separately as another source of income and an added value to their clients. When a property management company outsources repair and maintenance, it typically involves hiring third-party contractors or service providers to handle the actual repair, upkeep, and maintenance tasks required for the property. Outsourcing repair and maintenance can offer several benefits for property management companies. You can access a broader range of specialized skills and high-quality expertise, which may not be available in-house, and save time and resources by avoiding the need to recruit and manage in-house staff to handle repair and maintenance tasks. Marketing and advertising Marketing isn’t everyone’s strong suit, and that’s okay! When a property management company outsources marketing and advertising, it typically involves hiring a third-party marketing or advertising agency to handle the promotion and advertising of the rental properties. The agency will work closely with the PMC to develop a comprehensive marketing strategy that aligns with the property's unique selling points and target audience. The marketing agency may use a variety of advertising channels and mediums to promote the property, including social media marketing, search engine marketing, online advertising, email marketing, print advertising, and other marketing channels. They may also create engaging content and visuals, such as videos, images, and virtual tours, to showcase the property's features and amenities. Legal Most PMCs outsource their legal services to a third-party law firm or attorney to provide legal advice and representation on various matters related to the property or properties. Legal services that may be outsourced can include lease agreements, evictions, compliance with local and federal laws and regulations, dispute resolution, and other legal matters that may arise in the course of managing the property. Outsourcing legal services helps minimize legal risks and liabilities, ensure compliance with applicable laws and regulations, and protect the property investor’s interests. Accounts and finance Many PMCs outsource to an accounting firm or financial service provider to handle the financial management and reporting. The outsourced firm will work with you to manage financial records, provide financial reporting, and ensure compliance with accounting standards and regulations. Accounting and financial services that may be outsourced can include bookkeeping, financial statement preparation, tax planning and compliance, budgeting and forecasting, and other financial reporting and analysis. Overall, outsourcing accounts and finance can help property management companies to operate more effectively and efficiently and achieve their financial objectives while minimizing financial risks. Insurance PMCs often work with a third-party insurance broker or agent to provide insurance coverage and manage insurance-related issues for the property or properties. The insurance coverage that may be outsourced can include property insurance, liability insurance, workers' compensation insurance, and other types of insurance coverage that may be necessary or recommended for the property. Another way to outsource insurance is to find a service that provides a renters insurance program like Second Nature’s. Ensuring that residents have insurance coverage is a priority for 90% of property managers, but only 41% of residents maintain compliant coverage. At Second Nature, our renters insurance program has 100% compliance. You can learn more about our coverage and fully managed Resident Benefits Package in our 2023 Resident Experience Report. Safety and security Many PMCs outsource to a security company to provide safety and security services. The security company will work closely with the property management company to assess safety and security needs, design and implement safety and security protocols, and provide safety and security personnel and equipment as needed. Security services that may be outsourced can include security personnel, security systems and equipment, safety training and education, emergency response planning and execution, and other safety and security-related services. Costs of Outsourcing Property Management Services? The cost for a PMC to outsource some property management services can vary depending on a number of factors, such as the scope of services required, the complexity of the work, the location of the service provider, and the level of expertise required. Some service providers may charge a flat fee, while others may charge an hourly rate or a percentage of the property's rental income. The cost of outsourcing property management services can range from as low as $1 per property per month to as much as hundreds of thousands of dollars annually, depending on whether it’s a full-service tech solution, simple maintenance services, a Resident Benefits Package, etc. It's important to note that while outsourcing property management services can come with a cost, it can also provide benefits such as increased efficiency, reduced workload, and access to specialized expertise. Before outsourcing any services, it's important to carefully consider the potential costs and benefits and to choose a service provider that offers high-quality services at a reasonable price. Benefits of Outsourced Property Management Services Outsourcing property management services can have a massive impact on your return on investment per door and per client. Outsourcing also helps with scaling when you can’t afford to run every service in-house. With the ability to outsource, you can offer more value to your clients without skyrocketing your operating costs. You can also drive secondary sources of revenue through outsourcing. Not convinced? Let’s go over some of the real-life benefits we’ve seen PMCs leverage with outsourcing select services. Cost savings Outsourcing property management services can save property management companies significant costs associated with hiring and managing in-house staff, as well as investing in technology and infrastructure. Outsourcing can also help to minimize overhead costs, such as office space, equipment, and supplies. Let’s think even bigger. Outsourcing value-generating services like a Resident Benefits Package has multiple benefits: boosting resident satisfaction, incentivizing on-time payments, and reducing vacancy rates. Talk about a cost-saving win! Increased efficiency We’ve seen PMCs use outsourcing to streamline their operations, reduce administrative property management tasks, and increase productivity. This can free up time and resources for property management companies to focus on core business functions and strategic planning. Instead of using your own team for time-consuming tasks, you can outsource them. Access to expertise Outsourcing property management services allows PMCs to access specialized expertise and skills that may not be available in-house. This can include legal, accounting, marketing, and maintenance expertise, among others. Outsourcing can also provide access to the latest technology and software, which can improve efficiency and effectiveness. Better risk management Property management inherently involves risk. You’re managing people’s lives on the one hand (residents) and investments on the other (owners/investors). Outsourcing can help better manage risks associated with property management, such as legal liabilities, compliance issues, and safety and security concerns. This can help protect your company from financial and reputational damage. Improved resident satisfaction You can more seamlessly and reliably improve resident satisfaction by providing better maintenance and repair services, more efficient rent collection, and faster response times to tenant concerns and requests. This can help to increase tenant retention and attract new tenants. Higher employee satisfaction Outsourcing services to a third party is a direct way to impact your employees’ satisfaction. How? Outsourcing helps reduce workload, gives access to better training and development, improves working conditions, and provides a better work-life balance. Often, outsourcing means that your employees get to focus on the core functions that they love instead of getting bogged down in tasks they don’t love or don’t feel equipped for. Factors to Consider When Outsourcing Property Management Back Office Services Selecting the right property management outsourcing services provider is a crucial decision that can significantly impact the efficiency, profitability, and overall success of your property management operations. Here are key factors to consider: 1. Range of services Evaluate the range of services provided by the outsourcing company. Check to make sure they offer the specific services you need, such as rent collection, maintenance, legal support, marketing, financial management, and resident benefits. A comprehensive provider can handle multiple aspects of property management, which can streamline your operations. 2. Industry experience Look for a provider with extensive experience in property management and a proven track record of success. They should have expertise in the specific types of properties you manage, whether residential, commercial, or mixed-use. Experienced providers are more likely to understand industry-specific challenges and deliver effective solutions for various situations. 3. Reputation Research the provider’s reputation within the industry. Check online reviews, testimonials, and case studies to gauge client satisfaction. A provider with positive feedback and strong references is more likely to deliver high-quality services. 4. Cost Evaluate the cost structure of the provider’s services. Compare their fees with the value they offer, as well as review how they bundle these services. While cost is an important factor, it’s essential to consider the overall value and benefits the provider brings to your property management operations. The goal is to achieve a balance between cost-effectiveness and high-quality service. 5. Customer service Effective communication is vital to successful outsourcing. Assess the provider’s responsiveness, transparency, and customer service quality. They should offer multiple channels for communication, ideally with a main point of contact, and provide timely updates on important matters. 6. Technology and innovation Assess the technology and software solutions the provider uses. Advanced property management software can enhance efficiency, improve communication, and provide valuable insights. Ensure the provider leverages the latest technology to offer seamless and efficient services. 7. Compliance and legal expertise Ensure the provider is well-versed in local, state, and federal regulations related to property management. They should be able to navigate legal complexities and ensure compliance with all relevant laws. This reduces the risk of legal issues and ensures smooth operations. How Thousands of PMCs Are Outsourcing Services for Better Resident Experiences Property management companies are always looking for new ways to generate value for themselves, their residents, and their investors. One of the quickest ways to scale and increase return on investment is to outsource property management services. At Second Nature, we’ve pioneered the first-ever fully managed Resident Benefits Package in order to support PMCs with just that goal. Our RBP provides services that residents are proven to pay and stay for – and our team manages every part of the process so property managers can focus on strategy, growth, or work-life balance. We’ve helped thousands of property managers transform their services and their operations with a customized RBP providing services they couldn’t do alone. Our goal is to make property management easier for PMs, residents, and investors – and drive value that benefits all three. We call it the Triple Win.

October 2, 2024

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Property Management Outsourcing Services: Example Tasks & Best Providers

Virtual assistants are becoming increasingly important in the property management industry for a number of reasons. First are the associated efficiencies. Property managers often wear many hats, juggling tasks like resident communication, lease agreements, maintenance requests, and advertising. A virtual assistant can handle many of these administrative and repetitive tasks, freeing up the property manager's time to focus on more strategic initiatives. Virtual assistants can also act as a communication "hub" between residents, property management companies, and service providers. They can field calls and emails, schedule appointments, and ensure everyone is on the same page. In the same vein, virtual assistants can help with tasks related to online advertising for vacancies, managing a social media presence to attract potential residents, and even creating basic property videos or photos for listings. It’s important to note that virtual assistants are not a replacement for in-house staff. Instead, they allow staff to focus on important tasks that add value, as opposed to time-consuming manual operations. In today's post, we'll provide concrete examples of how virtual assistants can help property managers, the pros and cons of using these services, and a brief directory of property management virtual assistant service providers. Note on language: In the interest of clear communication, particularly regarding legal matters, this blog post may occasionally use the term "tenant" in reference to residents. While "resident" reflects the valued community we aim to support, service provider agreements and other legal documents today typically use the term "tenant." For the majority of this post, however, we'll utilize the term "resident" to best represent the positive and collaborative atmosphere we aim to cultivate. What is outsourced property management? Outsourced property management refers to the practice of paying for a third-party company or product to handle certain tasks or operations for your property management company. This could include tasks such as tenant screening, resident benefits, renters insurance programs, rent collection, maintenance and repair coordination, lease enforcement, financial reporting, and more. Related: Benefits of Property Management Outsourcing Services Property management is in itself an outsourced service for real estate investors/property owners. Just as property owners often choose to outsource their property management to save time, reduce stress, and ensure they stay profitable – property management companies may outsource several of their services for the same reasons. Property management outsourcing services, whether PropTech products or fully managed solutions, allow property management companies to build efficiencies and focus on quality and growth. Outsourcing certain services can give residents more of what they need and investors more value for their dollar. Example property management tasks you can outsource to virtual assistants The number of tasks property managers can outsource has increased over time, as companies have become more comfortable with geographically dispersed teams, and as virtual assistants themselves have become more sophisticated (better communication skills, task automation capabilities, and access to information). Given that the benefits of outsourcing to virtual assistants are on the rise, here is a sampling of tasks that can currently be outsourced to virtual assistants. Outreach to homeowners for management Virtual assistants can be a property management company's secret weapon for improving homeowner outreach in a few key ways. Given that property managers often manage a large number of properties and homeowners, virtual assistants can handle sending personalized emails, texts, or even making phone calls to homeowners. As indicated above, they can also help manage the property management company's social media presence, posting updates, building trust, and boosting its brand presence to property owners. Property assessments While virtual assistants can't directly conduct rental property assessments, which typically involve a qualified professional inspecting the property's condition, they can provide valuable support throughout the assessment process by gathering and organizing property information crucial for the assessment (for example, details such as square footage, number of bedrooms/bathrooms, year built, major renovations, and past maintenance upkeep records). They can also compile relevant data from property management software or online real estate industry resources. Virtual assistants can also manage the scheduling of property assessors and ensure clear communication between the property owner, property manager, and the assessor. This involves sending appointment reminders, handling any cancellations or rescheduling needs, and keeping everyone informed throughout the process. Once any given assessment is complete, a virtual assistant can help process and organize the assessor's report. This might involve formatting the report, creating digital copies, and ensuring it's easily accessible to the property manager and owner. Creating and presenting management proposals Virtual assistants can be a highly cost-effective asset to property management companies when it comes to creating and presenting management proposals. For instance, virtual assistants can save a lot of time by gathering data on comparable properties in the area, including rental rates, vacancy rates, and recent sales. They can pull this data from industry reports, rental listing websites, or public property records. They can also compile details about specific rental properties under management such as square footage, amenities, maintenance history, and any unique features. This ensures the proposal accurately reflects the property's value and the services offered. In addition, virtual assistants can alleviate the hassle of creating or maintaining templates for management proposals, ensuring consistency in branding and formatting. This saves time and ensures a professional presentation. As far as actual proposal presentation is concerned, virtual assistants can handle the electronic delivery of the proposal to the client and schedule follow-up calls or meetings to discuss the proposal details and answer any questions. If the property manager is competing against other companies, a virtual assistant can help research competitor offerings and identify areas where your proposal can stand out. Determining property rent In addition to the market research capabilities mentioned above, virtual assistants can gather data on rental trends in the target area. This includes vacancy rates, as well as recent rental listings for comparable properties (similar size, bedrooms, amenities) and their advertised rent prices. They can find this information on rental listing websites, property management software, or public rental databases. Virtual assistants can also handle initial communication with investors to understand their rental expectations and any specific goals they might have (e.g., maximizing rent vs. filling the vacancy quickly). Creating and organizing property photos and marketing material Virtual assistants can be a game-changer for property management businesses when it comes to creating and organizing property photos and marketing materials. If professional photography is required, a virtual assistant can schedule appointments with photographers, and even perform basic photo editing tasks like cropping, and adjusting brightness and contrast. This ensures a clean and polished presentation of the property. They can also create file-naming conventions for these photos, in order to make them easily searchable for future use in marketing materials or listings. As far as marketing materials are concerned, virtual assistants can create or maintain templates for various materials, ensuring consistent branding and design across all platforms. This saves time and creates a professional look while delivering cost savings. Advertising the property Virtual assistants can be highly beneficial for property management companies when it comes to advertising their properties. For instance, virtual assistants can create and manage listings on various online rental platforms, ensuring accurate and up-to-date property information reaches a wide audience of potential tenants. They can also optimize listings with relevant keywords to improve search ranking. On the social media channel, virtual assistants can help create targeted ads with eye-catching visuals and compelling descriptions highlighting the property's best features. They can also schedule ad posts and track their performance to optimize future campaigns. In general, virtual assistants can create and manage a content calendar for property promotions. This can include scheduling social media posts, email blasts to potential residents, or even blog posts showcasing the property and surrounding neighborhood. Responding to inquiries Virtual assistants can be the first point of contact for prospective tenants who inquire about a property through listings, social media, or the company website. They can answer basic questions, schedule viewings, and qualify leads to ensure they are a good fit for the property. Likewise, when it comes to responding to inquiries from potential investors, they can assess the lead quality and guide the initial conversation. Vetting resident applications Virtual assistants can be a valuable asset in the vetting process for property management companies. For starters, they can handle the initial processing of rental applications, collecting and organizing applicant information, as well as lease agreements and supporting documents. This frees up property managers to focus on reviewing qualified applications. They can also manage initial communication with applicants. This might involve sending automated emails with application instructions, answering basic questions about the property or application process, and scheduling appointments for viewings. Many property management companies use tenant screening software that virtual assistants can be trained to utilize, ordering credit reports, background checks, and eviction history reports efficiently. Approving a tenant application after review Virtual assistants can play a crucial role in streamlining the post-review approval process for property management companies. Once the property manager approves an applicant, they can handle initial communication with the new resident. This might sending a lease agreement electronically, explaining signing procedures, and collecting e-signatures. Virtual assistants can also coordinate move-in logistics, such as scheduling move-in property inspections, providing information on utility activation, and sending welcome packages with important building information and resident resources. Lease preparation Virtual assistants can help to streamline the process of lease preparation while minimizing the potential for errors. At a minimum, they can gather essential information from the approved application and property details to populate lease templates. This might include resident names, contact details, leasing terms, rent amounts, and security deposit details. Many property management companies use pre-defined lease templates with standard clauses outlining They can then handle initial communication with the approved resident about lease signing. This might involve sending the lease electronically, explaining signing procedures, and answering basic questions about lease terms and conditions. resident responsibilities, maintenance procedures, and lease termination processes. Virtual assistants can ensure these clauses are included in the lease agreement. They can also review completed lease agreements for any typos, inconsistencies, or missing information before sending them to the resident for review and signature. Lease renewals Virtual assistants can also help streamline the process of lease renewal, thereby helping to increase resident retention. For example, virtual assistants can monitor lease agreements and identify upcoming lease expirations. They can then create a timeline for initiating communication with residents about potential renewals, via personalized emails or letters to residents approaching the end of their lease term. These messages can express appreciation for their residency, highlight the benefits of renewing, and outline the renewal process. Virtual assistants can also track resident responses to renewal offers, flagging those requiring further discussion with the property manager. They can also generate reports on renewal rates, providing valuable data for analyzing resident retention strategies. Running tenant background checks While virtual assistants can't legally conduct background checks themselves, they can be a valuable asset in streamlining the process for property management companies. This might include managing the initial steps of collecting and organizing applicant information crucial for background checks. This includes details like full names, Social Security numbers (with applicant consent), and previous addresses. They can also help maintain standardized forms with clear instructions for applicants regarding background check consent. This ensures applicants understand the process and provide the necessary authorization for releasing information to background check companies. Organizing tenant records Virtual assistants can be instrumental in bringing order to record-keeping processes, from data entry and management to record-keeping and accessibility. They can handle the initial data entry of resident information from applications, including names, contact details, emergency contacts, lease details, and pet information. This ensures all crucial information is captured and readily accessible. Virtual assistants can upload and organize various tenant documents electronically. This might include lease agreements, signed addendums, rental history verifications, and maintenance request records. They can also create a filing system for easy retrieval of documents when needed. Note that virtual assistants should be trained on data security and privacy regulations to ensure the confidentiality of resident information – while virtual assistants can manage record-keeping tasks, the property manager should maintain oversight and ensure compliance with data protection laws. Invoicing and accounting Virtual assistants can handle a range of tasks related to recording rent payments, managing maintenance expenses, and categorizing various property management costs For example, virtual assistants can help set up secure online payment portals for residents to easily submit rent payments electronically. On the tracking side, virtual assistants can track incoming payments, reconcile bank statements, and ensure accurate records are maintained. Virtual assistants can then generate basic financial reports for the property manager, summarizing expenses and overall property income. This allows for better financial tracking and informed decision-making. Many property management companies utilize accounting software. Virtual assistants can be trained to use these platforms, automating tasks like data entry and simplifying record-keeping. Best property management virtual assistant services providers Identifying the "best" virtual assistant service provider will of course depend on your specific needs and budget. First, we'd recommend that you determine the specific tasks you want your virtual assistant to handle (e.g., advertising, resident communication, bookkeeping), then conduct research on different providers, and compare their services offered, pricing structures, and experience with property management. Also look to online reviews and ask potential providers questions about their screening processes, and data security measures. We're highlighting a couple of providers below that focus exclusively on property management, as well as a short list of solutions that include property management in their overall focus. Virtual Property Management Solutions VPM Solutions is a platform designed specifically to connect property management and real estate businesses with virtual assistants. Learn more Purple Powered Virtual Assistant Purple Powered Virtual Assistant (PPVA) specializes in providing virtual assistants specifically catered to the property management industry. They focus on connecting property management companies with qualified VAs as well as ensuring those VAs have the necessary skills to excel in the role. Learn more Honorable mentions Virtudesk Virtudesk specializes in virtual assistants for various industries, including property management. They offer a proven track record and a focus on quality service. Learn more MyOutDesk Known for their expertise in real estate and property management, MyOutDesk offers virtual assistants with experience in tasks relevant to the field. Learn more Wishup This company boasts a user-friendly platform, offers flexible pricing plans, and has a quick onboarding process for virtual assistants. Learn more Pros and cons of using property management virtual assistants Overall, virtual assistants can be a valuable asset for property management companies, boosting profitability, resident satisfaction, and business growth. However, careful vetting, clear communication, and training are necessary to mitigate potential downsides related to quality control, local regulations, legal issues, and retention. Pros of using virtual assistants in property management Increased profitability Virtual assistants can handle tasks like advertising and resident communication, freeing up property managers to focus on maximizing rental income and minimizing vacancies. Improved tenant satisfaction Virtual assistants can ensure timely responses to new tenant inquiries and manage resident portals, leading to a more responsive and efficient experience for residents. Streamlined bookkeeping and reporting Virtual assistants can assist with bookkeeping tasks and help generate accurate financial reports, allowing for better financial management. Support for business growth Virtual assistants can handle administrative tasks and marketing efforts, reducing the overhead costs of executing this work, and freeing up property managers to focus on growing their business and taking on new clients. Cons of using virtual assistants in property management Quality control challenges Ensuring the quality of services provided by virtual assistants can be tricky, especially for complex tasks like legal compliance or resident screening. Potential legal issues Data security and privacy become a concern when sharing property information with virtual assistants. Clear contracts and data security measures are crucial. Retention challenges Finding and retaining qualified virtual assistants can be difficult, especially for specialized tasks within property management. Maintaining resident satisfaction Reliance on virtual assistants for initial communication with residents might lead to impersonal interactions, potentially impacting satisfaction. Limited expertise Virtual assistants may not have in-depth knowledge of property management regulations or local real estate market nuances compared to experienced property managers. How PMCs are outsourcing services for better resident experiences Property management companies are always looking for new ways to generate value for themselves, their residents, and their investors. One of the quickest ways to scale and increase return on investment can be through property management service outsourcing. At Second Nature, we’ve pioneered the first-ever fully managed Resident Benefits Package. The goal is to make property management easier for PMs, residents, and investors – and drive value that benefits all three. We call it the Triple Win. Our RBP provides services that residents are proven to pay and stay for – and our team manages every part of the process so property managers can focus on what's important to them.

April 29, 2024

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Tips for an Efficient Home: Change Your Air Filter

Change your filters already! Learn how to change air filters and do it already! You had to know this one was coming. For our fifth and final installment of Second Nature’s Tips for an Efficient Home, we want to remind you to change your air filters. There aren’t many routine home maintenance practices that are forgotten with more regularity than the air filter change. You should replace air filters in your home at regular intervals multiple times a year, but we all know someone who hasn’t even looked at their air filters in years (that's been us too, once upon a time). How to Change an Air Filter in Your House Changing air filters is one of the easiest ways to keep your home efficient. It’s probably the easiest of any practices highlighted in this series. That’s because home air filter installation is as simple as opening your vent, taking out the old one, and putting in the new one, or at least it’s that simple (shameless plug inbound) when you use Second Nature. Related: What is the resident benefits package? Why Changing Air Filters is Important Air filters do two things. They clean the air that circulates through your HVAC system, allowing you to breathe fresh air inside your home, and they preserve the health of said system by keeping particles and gunk from building up on it. Your system runs more efficiently with a quality air filter installed and will last longer as the result of reduced stress. ‍How to Choose the Best Air Filter for Your Home First, you need the right air filter. Skip the fiberglass and go straight to pleated. Fiberglass air filters is a bit of a misnomer since they are horrible at filtration. They do virtually nothing to keep pollutants out of your air. It’s better for air flow immediately, because it offers so little resistance, but detrimental to the long-term health of your system (and you!), as all the particles that pass through can build up on your HVAC coils and shorten the lifespan. This can result in costly repairs and even replacement. Pleated air filters are the best option for your health and your HVAC’s health. Their construction allows for much more effective and efficient filtration, which keeps that nasty stuff out of your lungs and off your system. Unless your HVAC is quite old (like really old), the more tightly wound construction of a pleated air filter won’t starve your unit of air flow. You've heard that last bit before. We're here to dispel that myth. You ready? Pleated air filters do not restrict airflow to your HVAC system! How does changing an air filter save you money? Great question. It does so in two ways. Efficient air flow through your vents minimizes the work your HVAC has to do to keep your home the desired temperature. An air starved system must run harder and longer to do so, which drives up your energy usage and ultimately your electrical bill. As your air filter catches pollutants, it begins to lose air flow efficiency as it becomes filled with dust, pollen, and any other clean air assailants it has vanquished from your home. It’s good that it’s catching these, but if you leave the filter in too long, the buildup of particle matter starts forcing the HVAC unit to work harder to get air. Now you have a system that’s struggling, thus producing higher energy costs. Learning how to change an air filter that’s dirty for a new one provides an immediate remedy to that and, as a continued practice, can boost the efficiency of your HVAC system by 15%. This boosted efficiency can extend the lifespan of your system as well, which will save you money years down the line in addition to the immediate benefits. How often is regularly? Glad you asked. The answer depends on many factors. Typically, we would recommend you do a new home air filter installation every three months, but certain elements can push this number down. If you live in a heavily polluted area, that filter will get dirty faster. Simply put, a dirty filter does a terrible job of filtering and needs to be changed. Add pets to the equation, and you might need to replace the air filter in your home every one or two months. It will depend entirely on your specific situation. Choosing air filters with higher MERV ratings is also beneficial for keeping your indoor air quality at a healthy level. Not sure which size air filter you need? Learn about the different air filter sizes to make sure you choose the best option for your home. If you want our opinion on your particular case, you can always ask! Tweet us Facebook Message us Email us ‍ And that’s how you can save 15% on your heating and cooling costs. Just swap out your air filters four times a year! If you’re interested in not having to remember this (another shameless plug coming in hot), we’ll ship high-quality, USA-made air filters right to your door when it’s time to change them.

June 21, 2023

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How Do I Know What Air Filter To Buy?

Pleated filter? Fiberglass filter? Electrostatic filter? Which one is for me? Pop quiz. What is the best way to rid your indoor air of pollutants like mold, pollen, and bacteria? Napalm your entire home Walk around the house waving a disinfecting wipe through the air Vacuum the air with a shop vac Purchase the right air filter‍ If you chose D, you are correct. If you chose any other option, then we need to have a separate conversation. An air filter plays a critical role in keeping the air in your home clean. In fact, it’s the most important item to your home’s air that you can purchase, and since your indoor air can be up to five times more polluted than the air outside (and no one likes breathing pollutants), you need a high-quality air filter. There are a lot of different varieties of air filters that you can purchase. Given that the average person ranks air filters right around different types of cement and how cardboard is made on the list of things that interest them, it’s not surprising that many don’t know what makes a quality air filter “quality.”‍ Luckily, all you have to do is read this one article, and you’ll have the answer to that question. Then all you have to do is sign up for Second Nature once, and you’ll never have to think about some air filters ever again. What type of air filter should I get? Filters can only be made so many ways. For home filters, you have three options. You can buy a pleated filter, you can buy a fiberglass filter, or you can buy a washable reusable filter. Each type has its disadvantages, and two of them have their advantages, so let’s take a closer look at what those are. Pleated Pleated filters get their name from their filter media, which is the material inside the frame that is responsible for the actual filtering. A pleated filter’s media is folded like an accordion to maximize surface area. Previously made of cotton, the pleated filters of today are built with synthetic polymers that allow for effective filtering while minimizing the impact on airflow.‍ The advantages of pleated filters include their high filtering efficiency. High MERV filters are almost always of the pleated variety. The pleated filters work to capture an extremely high percentage of large particles and a much higher number of small particles than competing filter types. ‍ Pleated filters are low effort and high functionality. The only thing you ever have to do is remember to change them out, and they’ll keep pulling gunk out of your air. Fiberglass Fiberglass air filters are the cheapest on the market, sometimes costing less than a single dollar. There is a reason they are so cheap, and it is because they are garbage. Yes, fiberglass filters are garbage. Fiberglass filters are the weakest option and are recommended by the National Air Filtration Association only as “prefiltering” devices because of how ineffective they are. Simply put, they are bad at their job. There’s a myth that fiberglass filters are better for your HVAC system because they allow for more airflow. While they do allow for that, advancements in HVAC and filter technology have made the difference immaterial. The extensive amount of pollutants they allow to flow through can actually make them more dangerous to your system than the pleated variety. The reason why fiberglass is often recommended is that people don’t remember to change their filter. As a pleated filter loads with pollutants, it can eventually decrease airflow to a critically low amount. Fiberglass doesn’t do this because of how woefully ineffective it is at actually catching particles. So as long as you’re regularly changing your filters, there is not a single advantage to the fiberglass option. Washable electrostatic Washable electrostatic filters are metal-frame filters that are designed to be washed and reused instead of replaced. The price range for these is wide, with the most expensive ones entering the $90 range. The advantage with these filters is their longevity. While they do eventually wear out, they can be reused for multiple years before that happens. The disadvantage is that you do need to wash them routinely and let them dry completely before reinserting. This can eat into your busy schedule as they don’t dry instantly, and if your washable filter doesn’t fully dry, mold growth can be a real issue. Washable filters also do a poor job collecting large particles. Because static electricity is really the only filtering mechanism they use, they struggle to attract the larger particles that are more difficult to pull with a charge. Thus, washable filters tend to work in reverse of fiberglass as they let larger particles through and filter out smaller ones. What quality of filter should I get? Second Nature offers two different levels of filter: Energy Efficient and Health Shield. Energy Efficient: The easy choice for the average home, our Energy Efficient filters are pleated MagicFilters made in Wilson, North Carolina. They provide a higher level of filtration than most off-the-shelf filters, while maintaining the same level of airflow. They feature a soft-edge frame, helping to ensure tighter seal within your HVAC unit. That, combined with the finely pleated filter media, captures more harmful particles than standard filters: 97% more of the smallest harmful particles 38% more medium-sized particles 16% more of the largest troublemakers. Health Shield: Our Health Shield filters provide improved performance for homes with pets or people with allergies. They capture everything that the Energy Efficient filters do, but they also capture more microscopic contaminants. They have a denser filter media, but the same metal, flexible-edged frame that creates a better seal and lets fewer harmful particles through. Are you an allergy sufferer? More than 50 million Americans have some type of allergy. Allergies are everywhere, and if you’re among the millions of people who suffer from them, your filter can help you keep those nasty allergens out of your home.‍ The severity of your allergies will help determine just how critical filtration is for your home. If you have a significant allergy to something that is prominent in your area, you’re going to want to increase your indoor air quality with a Second Nature Health Shield filter or equivalent level. More minor allergies or allergies to something that doesn’t exist in massive quantities around your home may mean that the Energy Efficient option is sufficient. Do you own pets? Owning a dog or a cat introduces a whole new threat to your indoor air quality: dander. Dander is small flakes or bits of skin that fall off your furry friend when they shed, and some people are violently allergic to it. If you are among that group, a Health Shield filter is a must. Pet dander is small, and a standard filter is likely not sufficient for you allergy sufferers out there. Health Shield will be more effective versus pet dander. If you’re allergic, get the Health Shield. If you’re not allergic, but you own pets, the Energy Efficient option will work well for you. Do you live in a polluted area? Air outside your home will become air inside your home. It is inevitable. No matter how much weatherstripping you install or how well-sealed your home is, there will be particles floating around outside that will get inside. This is particularly important to remember if you live in areas that see a lot of air pollution from things like smog. Those of you in California, as you certainly know already, can get hit pretty heavily with photochemical smog in the summer. The state is often also hit with smoke pollution during wildfire season, which also runs through the summer and fall. The particles that make up smoke are itty-bitty, smaller than a tenth of a micron. For perspective, you would need at least 3,000,000 of those particles lined end to end to equal one foot. If you frequently encounter smoke or smog around your home, a Health Shield is recommended. Still not sure what filter to get? Take our short quiz! Do you have allergies to pollen, dust, mold, or dust mites? Yes, severe allergies +2 Yes, mild allergies +1 No +0 Do you own a dog or cat? Yes +1 No +0 Are you allergic to pet dander? Yes, and I own a pet +1 Yes, but I don't own a pet +0 No +0 Do you live in a polluted area? Yes, very polluted +2 Yes, slightly polluted +1 No +0 Now add up your score. If your total was more than 2, we recommend Health Shield. If not, Energy Efficient will likely work well for your home. What size air filter should I get? As the saying goes, there are three things you can’t pick: your parents, your name, and your filter size. That’s a real saying that we did not just make up eight seconds ago. Simply, you need the filter size that fits in your air return. You can typically find that size on the side of the air filter that you already have in use. This size will be the nominal size, which means it is rounded from its actual size. This is the size you click on at secondnature.com. If you don’t have a reference point from an old filter, you’ll need to use a tape measure and measure your vent. These measurements will be the exact size, and you’ll need to add ¼” to both length and width to get the nominal size. If you have a filter that is four inches thick or thicker, you have a whole house filter. There is no rhyme or reason to how these filter sizes are rounded. Luckily, all you’ll need at secondnature.com is the actual size of the filter. Buying an air filter isn’t always easy, and knowing what air filter to buy is the hardest part. However, if you have read this far, you’re good. So congratulations! Here’s an air filter gold star. You can print it out and tape it to your shirt if you want. You’ll probably get a lot of strange looks, but that’s not your problem.

February 6, 2023

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What Type Of Air Filter Should I Order?

There's a lot of options out there, not all of them good. There's a bewildering range of different air filter types out there and it's easy to get confused. We've done the homework for you and simplified the process so you can make the right choice. First things first: Economy fiberglass filters compared to pleated filters There really is no comparison to be made. Cheap fiberglass filters are usually sold in multi-packs for a few bucks and, in this case you definitely get what you pay for... very little quality. They are not efficient for two reasons. The relatively open weave of the fiberglass mesh does not filter out much dirt at all and the micro-particles and contaminants present in your home just get sucked through the filter and into your HVAC system. Over time, the inside components of your HVAC equipment and the air ducts get coated with crud and your system can't work at peak efficiency. This means higher energy bills and expensive sanitizing and repair bills. In short, this cheap type of filter doesn't filter very well at all, and you won't find them here at Second Nature. If you are in the habit of buying them, it's a habit you should break!‍ Pleated filters are the only way to go We only offer reliable, high-quality pleated filters, which are made right here in the USA. They are up to 60% more efficient than fiberglass and have a denser, larger surface area (imagine the pleats ironed out flat) that ensures better filtration. But remember, these higher grade filters are more efficient at capturing the bad stuff, and by doing a better job they get dirty quicker. That's good news … not bad news. They are both more efficient and faster at doing what they are supposed to do. Picking the grade of filter Your filter type depends on a number of considerations. The number of people in your home, whether you have pets, and any allergies will all need to be taken into account. Also, the possible presence of smoke, smog, and microscopic contaminants that may carry odor usually call for a higher grade of filter to trap the smaller stuff.‍ We've simplified your filter choice Second Nature offers two key types of MagiFilters: Energy Efficient and Health Shield. That makes it easy for you or your residents to select what filters are best for your property. Both are high-quality filters manufactured in Wilson, North Carolina. Energy Efficient Our Energy Efficient filter takes care of basic contaminants like dust, pollen, pet dander and virus carriers, while still allowing good airflow through the HVAC system. It's a great all-purpose filter that works well for most homes. With a soft-edge frame that creates a tighter seal, our Energy Efficient option is capable of capturing 97% more of the smallest harmful particles, 38% more medium-sized particles, and 16% more of the largest troublemakers. Health Shield Our Health Shield option traps all the contaminants that our Energy Efficient filter does, but it goes even further, capturing microscopic allergens that can irritate allergies and sensitivities. If someone in your home suffers from allergies or respiratory problems, or if you have pets in the house, the Health Shield filter is a great option. The denser filter surface means that Health Shield filters will get dirtier faster (because they're capturing so many more particles), and will need to be changed more frequently. In return, you will be rewarded with the reassurance of sustained, super-fresh indoor air quality similar to hospital standards. If you're a property manager looking to offer a fully managed, high-quality filter delivery service to your residents, look no further. Talk to a member of our team today to learn how to get started.

February 6, 2023

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What Does MERV, MPR & FPR Mean?

Air filters are rated by several different metrics and systems, depending on a variety of factors. Second Nature makes filters easy by breaking these ratings down and utilizing one standardized metric-MERV. What is a MERV rating? MERV ratings were established by the American Society of Heating, Refrigeration and Air Conditioning Engineers (ASHRAE) in order to aid consumers understanding of what type of air filter will best fit their home’s needs. ‍ MERV is the worldwide standard rating system for air filter quality. The MERV, or Minimum Efficiency Reporting Value, tells the consumer how effectively a filter can catch household contaminants such as dust, pollen, and pet dander. The higher the MERV rating (anywhere from 1 to 16), the more and smaller particles are filtered from the air. ‍ MERV Ratings. Typical Applications 1-4 Residential Window Units 5-8 Better residential, commercial & industrial 9-12 Superior residential, better commercial, hospital labs 13-16 Hospital, general surgery ‍ It is important to keep in mind that MERV indicates the minimum ability of a filter to catch airborne particles. Over time, a filter begins to fill with dust and dander, therefore increasing its ability to stop contaminants from passing through. However, the higher the MERV, and the more a filter has already caught, the harder it becomes for your system to draw in air. A high MERV rating may seem like a good idea to a homeowner who wants to ensure they are breathing fresh air, but it is important to make sure that your HVAC system is capable of handling the restrictive properties of a high MERV filter. Home air filters with higher MERV ratings also need to be changed at a higher frequency due to their higher efficiency and particle-catching abilities. Simply put, they catch more contaminates over a shorter period of time. ‍Related: What is the resident benefits package? MERV vs FPR FPR, or Filter Performance Rating was developed by the Home Depot, based on independent lab test results comparing MERV ratings. It is used strictly in Home Depot stores and does not correlate directly to MERV ratings. ‍ MERV vs MPR MPR, or Microparticle Performance Rating, was created by 3M to rank their filters’ ability to catch the smallest airborne particles. MPR is helpful when comparing one 3M Filtrete filter to another, but it does not directly translate to MERV. ‍ MPR vs. MERV vs. FPR The chart below shows the associated values for each of Second Nature's filter types. MERV MPR FPR Essential MERV 8 MPR 600 FPR 5 Essential+ MERV 10 MPR 1000* FPR 7* Health Shield MERV 13 MPR 1500 - MPR 1900 FPR 10 *approximate values

February 6, 2023

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How Do I Know What Size Air Filter I Need?

Where do I find my size? Air filter sizes can look a bit intimidating, especially when a great deal of homes have multiple filters of different sizes. Second Nature is here to make filter buying EASY. Once you enter your filter sizes with us just once, not only will you not have to remember when it's time to change them, but you will no longer need to remember those tricky sizes. In order to find the size of pleated filter(s) used in your home, you need to look no further than your existing filters. On the outer frame, you will see at least one set of numbers. If you see two sets of numbers, the filter size needed to order replacements is the nominal size, not the actual size. You can ignore the actual size printed on your filter for this task, as the nominal size is the number set needed to order new filters. Your filter size (again, referencing the nominal size for your filter here) will look something like this: 20" x 20" x 1" or 20" x 25" x 1" or 14" x 20" x 2" The size of your pleated air filter is always presented in a string of three numbers, with the first number representing the length, the second number representing the width, and the last number representing the thickness. ‍ If you’re still not sure what size filter(s) your home needs, feel free to reach out to us.

February 6, 2023

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What is HVAC & What Does it Mean?

HVAC stands for Heating, Ventilation, and Air Conditioning. Whether it’s the dead of winter and the elements are as harsh as your mother-in-law’s criticism or you’re a walking puddle in the middle of August, a home’s HVAC system is what ensures your family is provided with a temperate, pleasant refuge from the great outdoors. Your HVAC system is critical to the comfort your home provides. HVAC stands for heating, ventilation, and air conditioning, and it simply refers to the system that heats, cools, and ventilates your home. HVAC systems vary and there are various manufacturers, styles, and types. The HVAC (generally) includes the heating and cooling unit itself, lots of ductwork through the home, air returns, and air filters. ‍Related: What is the resident benefits package? Types of HVAC systems There are three main types of HVAC systems: split and window AC, packaged heating and air conditioning systems, and central AC systems. ‍ Split and window air conditioning systems Split ACs are used in larger areas than window ACs. The split AC focuses on splitting the cold from the hot side of the system. The cold side has the cold coil and the expansion valve. This is usually placed inside a furnace or any other form of air handler. The handler blows air over the coil and the cooled air is distributed to various rooms in the building through the air ducts. ‍ Window air conditioners work by fans blowing air through the coils, improving how they separate the heat and cold. Heat gets lost the outside air and is replaced with cool air for the room. ‍ Packaged heating and air conditioning systems Hence the name, this type of system is the total package, they possess both heating and cooling equipment in a single unit. Users can place them in mechanical rooms, on the rooftop or at a grade close to the conditioning space. The package AC has all the components in one unit, unlike split systems in which the cold and hot units are separate. These elements have a centrifugal fan or blower that helps distribute the air throughout the elements of the structure. ‍ Central air conditioning Most of the air conditioners in residential buildings are in the form of split systems. The compressor and condenser are combined as a single condensing unit mounted outdoors. The evaporator, a finned coil, is mounted in a section of ductwork within the furnace blower. Two flexible refrigerant lines, one for gas and one for liquid, connect the components. When the furnace is electric, a blower is included in the system. The compressor uses electricity as its source of power to pump the refrigerant across the system collecting indoor heat and removing it from the home. The heat dissipates outdoors by the coil in the condensing unit. ‍ Warm air indoors gets blown through the indoor coil (cold) to remove moisture and heat. The heat in the air transfers to the coil and thus the air cools. The water vapor condenses on the coil and collects inside a drain pan. It goes outside through the condensate drain. The heat, after flowing to the evaporator coil, pumps outdoors while the now cooled air inside the room circulates through the fan on the air handler. Thus, the indoor temperature is maintained. ‍ Give your HVAC system a big thank you When all is working as it should with an HVAC system, it is a silent soldier for the home's comfort. However, if your HVAC system has ever malfunctioned or broken in the middle of the winter or summer, it’s likely you have developed a deep love and appreciation for the essential service your HVAC system provides. So, take care of your system; baby it, even. Be sure to change your filters frequently and on a regular schedule, as well as get your system cleaned, inspected, and serviced annually!

February 6, 2023

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Does Higher MERV Rating Restrict Airflow?

How will a higher-quality filter impact the airflow to my HVAC unit. ‍ The short answer is that it can, but it's not really an issue except under extreme circumstances. Most modern HVAC systems have no problem working with higher MERV filters, which is why millions of homeowners depend on them. The primary risk with high-efficiency air filters comes from them being left unchanged for long periods of time. If you stay on top of changing your filters, It's unlikely you'll experience any filter-driven issues with your HVAC system. ‍ Try Second Nature You want to achieve a nice balance Like everything in life and nature, we want to strive for an ideal balance. In this case, you want to have your air as clean as possible without restricting the airflow to your HVAC unit and wasting energy. Some could compare the situation to the fairy tale of Goldilocks and the Three Bears. This home has less than clean air but is energy efficient, this home has fresh air, but an inefficient HVAC, and this home is just right! Although it is not that straightforward and there are other factors to consider, do not worry! We are here to help you make the best decision for your home! ‍ Get to know a filter's quality Before making any choices, one must first understand the quality of a filter. Any air filter you purchase will have a grade on it as a tool to show its quality. The most common measurement scales that you will find are MERV, MPR, and FPR. For this blog, we will be referring to the MERV (Minimum Efficiency Reporting Value) rating scale but it can easily translate to other measurement scales that you may see used. The higher the rating of the filter is, the smaller the particles that it will capture as well as the higher the percentage of particles captured. Low-efficiency filters typically lie within MERV 1-4 and high-efficiency filters are MERV 13 and beyond. The scaling of MERV is not linear; the difference between a MERV 6 and a MERV 8 is nearly double in the percentage of particles captured. Be aware that as the MERV rating increases, the filter gets more restrictive and it will take more pressure and energy to push air through. ‍ Low-efficiency filters These filters will maximize your airflow but will do very little when it comes to cleaning your air. Filters in this category can sometimes be referred to as "rock-catchers" because their job is to make sure that nothing too significant and devastating gets sucked up into the HVAC unit as the bare minimum. They will stop the large debris, but the majority of other particles will be free to enter your HVAC unit. The dust and dirt will either land somewhere in the system or circulate back into the house. Dust and dirt on critical parts of your HVAC system will increase demand on your system, which can lead to repair and maintenance bills that you’re not looking to pay. Also, particles being circulated back into your home is just plain unhealthy. These filters are certainly better than no filter at all, but that is not saying much. ‍ Ironically, the effectiveness of low-efficiency air filters increases as the filter loads up with dirt and dust. There are two problems, though. First, it takes time for the filter to be loaded enough to get a beneficial effect so that everything that gets by the filter ends up either in your system or back in your home. Second, eventually, the filter can become so dirty that the system experiences a pressure drop which can burn out the fan motor. To prevent this, you have to change the filter, which takes you right back to the first problem. For the brief time that you get a small benefit from your low-efficiency filter is far outweighed by the problems it creates. ‍ So why use them? The main reason is that some older units can only handle these filters. A couple of decades ago, filters of lower quality were nearly the only kind used for homes. Technology for HVAC units has progressed since and most modern units of the last few years should be capable of a MERV 8 filter at the least. But older units may not be capable of enough air pressure to force air through a higher efficiency filter. Trying so could cause significant issues as well as a need for repairs. ‍ Some HVAC technicians have a preference for these low-efficiency filters due to their low resistance to airflow. When these filters get dirty and need to be changed, air will still be able to flow through them and not clog as easily. Some technicians are anticipating that people will forget to change out their filters and using low-efficiency filters regularly could help minimize damage to a neglected HVAC. Filters of this category are recommended to be changed every two to four weeks, which can be challenging to maintain for some. It may be comforting to know that your overdue filter is not as bad as it could be, but it is not doing anything else for you until it is replaced. ‍ High-efficiency filters A more efficient filter will be more effective at removing particles from the air as they enter your HVAC system. They will improve the air quality in your home as well and keep your lungs happy. Since the filtration is more thorough, it will take more energy and effort from your HVAC unit to use them. How much more can vary by home and HVAC system, but with modern technology, the increase in airflow resistance that you get with a high-efficiency filter is typically marginal. This is important to note, because many homeowners believe the relationship is simply linear, meaning as filtration efficiency increases, so does resistance to airflow at the same rate. This is not accurate, though, and it's the reason why millions of homeowners use high-efficiency filters with no concern. For example, Second Nature's Essential filter is roughly 450% more effective at capturing particles than a cheapo low-efficiency fiberglass filter, but its resistance to airflow is only about 20% higher, a marginal difference. ‍ An important note with a higher MERV filter is that you need to remember to change it. A consequence of a very effective air filter is the speed with which it can load with pollutants and begin to increase pressure drop. This is just fancy talk for "the filter catches more stuff so it clogs faster." If you leave a clogged filter unchanged for a long time, that's when you can start to see issues with resistance to airflow. This is, of course, a very easy issue to prevent. Just remember to change the filter and you're good to go. In summary So which filter should you consider? If your unit is older and/or very sensitive with airflow, use a filter that ranks from MERV 1 up to possibly MERV 6. If you want your air to at least be cleaned and handle dust, mold, pollen, and bacteria, then a MERV 8 will do the job. Having pets would require a MERV 10 to manage their dander, which tends to have smaller particles than the pollutants previously discussed. Air filters that are MERV 13 and higher are recommended for those that prioritize air quality and may have to handle asthma, severe allergies, and other similar circumstances. Try to not go beyond what you need for your situation. Otherwise, it would be a waste of energy, money, and give unneeded stress to your HVAC system. The factors of every home can vary, so you can always contact a local HVAC technician if you are ever unsure and want a second opinion. ‍ The cost-benefit equation is simple: For a few extra dollars, you can ensure that your HVAC system is as clean as possible and the air in your home is effectively filtered just by using an efficient air filter that is changed regularly. It's an easy task that Second Nature makes even easier.

February 6, 2023

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Introducing Second Nature, The Preeminent Home Wellness Brand

In today’s modern world, it’s easy to neglect your home. That’s why we developed a convenient subscription delivering home wellness solutions direct to your door. Rebranding What's in a name? Shakespeare would seem to argue not a whole lot given his infamous "a rose by any other name..." quotation. But, as I can personally attest, names are a big deal (just ask any soon-to-be parent...or someone leading a rebrand for a company). For anyone who might be curious, changing the name of a company isn't something that occurs overnight. Nor is it something that transpires without a hearty discussion...or fifty. There can be so much history, so much emotion, so much pride tied up in a name. And, of course, everyone has an opinion they firmly believe is the right opinion. ‍ So, why and how does a fast-growing company determine whether it should change its name and then embark on the daunting journey to rebrand itself? You might imagine a bombastic owner or a dogmatic CEO banging her fist against the table, proclaiming she's bored of the company's name and has a brilliant idea to revitalize the company's image. Or, maybe you envision a youthful, energetic start-up holding a naming contest among its employees, drawing a final name out of a hat during a happy hour. These scenarios may very well transpire at some companies, but they could not be further from how we arrived at the decision to rebrand our company from FilterEasy to Second Nature. ‍ Truth be told, we never set out with the explicit purpose to change our look...or our name. Rather, we began by challenging ourselves to think long and hard about how we could create more value for our customers—how we could surprise and delight them with every interaction. We knew we needed to be smarter, more strategic, and more laser-focused if we were to broaden our company's ambitions, and we agreed building a beloved brand would be the best way to win with customers. At that point, everything was put on the table for evaluation, including the name FilterEasy. ‍ The FilterEasy Era Our company has experienced an incredible journey since 2012, and it began when two North Carolina State University students harnessed their passion for entrepreneurship and honed in on an opportunity to create a better experience for homeowners who struggled to stay on top of an important but out-of-sight, out-of-mind home maintenance task: changing out dirty air filters. The idea was simple yet brilliant—make it impossible to forget to change air filters by automating delivery direct to homeowners' doors on a customizable schedule. The solution was so obvious to them and made conquering a simple household chore so easy, they almost immediately decided to name the company FilterEasy. ‍ The company's history follows the classic storybook start-up success story. Two passionate and ambitious students drop out of college to pursue a business idea, set up operation in a garage, live off of ramen noodles and peanut butter, move locations countless times, and, through hard work, grit, and determination, scale up a super successful business servicing hundreds of thousands of customers. The chronology follows the happy path so tightly, one might infer nearly all start-ups experience the same success story toward "making it". In reality, the start-up scene can be trying and tumultuous, and our company has proven to be a diamond in the rough. While a little luck is always involved in any start-up breakthrough, our success has directly correlated to our ability to solve a clear and present customer pain point and our resolute focus on doing right by our employees, our partners, and, most importantly, our customers. In fact, our passion to create real value in the market has been our guiding light and is purely what prompted our journey to rebrand to Second Nature. ‍ The Decision to Rebrand So, why would we make the decision to change our company’s brand if we had achieved a number of successes in a relatively short period of time, all under the banner of an intuitive brand name that communicated our offering? Well, the answer to that question is simple but long-winded. And, it’s centered on some tough questions we asked ourselves as we reflected on a successful 2017 and looked forward into the future: Did we fundamentally understand our market and the opportunities that existed within it? Did we understand our customers’ needs, wants, desires, dreams? Did we know how they wanted to spend their free time? What stressed them out? What kept them up at night? And, most importantly, did we understand why we fit into our customers' lifestyle and where we could provide even more value? ‍ In early 2018, we invested in some prudent market research to better understand our customers and the broader market, as well as to evaluate our business challenges and opportunities. As we peeled back the layers of the proverbial onion, we defined our target audience and learned some fascinating insights about our existing customers. Still, we wanted to learn more, so we conducted interviews and focus groups to gather additional insights that would help us better contextualize our target audience. In short time, we began to comprehensively understand our target’s lifestyle and need-states, and new business opportunities lit up our radar. As we refined our strategy in light of the market insights, we developed a more unique and compelling market positioning. We saw an opportunity to harness our existing platform, centered on delivering convenience to busy professionals and families, and expand it to help customers tackle home maintenance tasks that were oft-forgotten but could impact the health of the home environment and potentially cause costly repairs and replacements. Ultimately, we decided we wanted to help our customers take better care of one of their most valuable assets, their home, and we knew that convenience was the vehicle to facilitate our refined purpose. ‍ Through the lens of our newly articulated brand purpose, we scrutinized the name FilterEasy. We questioned whether the name would continue to intuitively communicate our value proposition or whether it would potentially water down or confuse our vision for the future of the company. Through multiple ideation sessions, concept tests, and analysis, we determined the best, most strategic option was to rename the company and relaunch the brand. We developed a number of viable strategic brand names we thought would provide a great runway for us, and we tested them with our target audience. Time and again, Second Nature outperformed the other options. The answer was clear: we had found our new name. ‍ Introducing Second Nature Second Nature is the synthesis of a lot of smart market research. The name embodies our brand’s mission to empower the modern-day homeowner to be master of his or her household, never forgetting to stay on top of all of the out-of-sight, out-of-mind to-dos. It also provides a great strategic base on which we can bring to life and grow our brand and continues to evoke the ease and simplicity of our convenience model. We aim to transform people’s home habits so that important home wellness tasks become second nature and never go neglected. Additionally, the secondary, almost subconscious, meaning of the name allows us to pursue products that are eco-conscious and help our customers do their part in restoring nature to its purest state, and, in a way, bring about a second nature. We know it’s hard to keep up with everything related to health and wellness these days, but with us, our customers are able to make home wellness a habit. As we move forward on our journey, we will empower our customers to better care for their refuge from the busy, chaotic world. In doing so, we hope they’ll see that good home wellness habits lead to a better sense of personal wellness. ‍ With Second Nature, we have developed a new identity system that includes illustrations, iconography, packaging, web design, and photography art direction. The identity should evoke a fun-loving and optimistic personality that is compassionate and empathetic in its approach. We want our customers to view Second Nature as a brand that selflessly puts others a mile ahead of itself and is willing to help out family and friends when they need someone they can count on. By the same token, we want customers to view Second Nature as a colorful brand that knows how to have a good time and gets along with other people effortlessly. Think of us as the zany yet responsible friend who implicitly knows when you need a good laugh, when you need a shoulder to cry on, and when you need a helping hand because you’re feeling overwhelmed in the moment. ‍ Our new logo takes the shape of a spiral floral pattern inspired by the Fibonacci Sequence, which is a mathematical pattern found everywhere in nature and throughout time. It explains the natural order of our world. All around us are rhythms and cycles we hardly notice, but without which we wouldn’t be able to function. The bloom reflects patterns of growth spirals such as those found in pine cones, sea shells, seeds, and flowers. And, like the healthiest of flowers, proper home wellness is dependent on a cyclical influx of the right elements. For fields of daisies, we’re referencing sun, soil, and rain. But, for the homeowner, it’s the products Second Nature dependably, continuously provides. ‍ We will continue to push our brand in new and exciting directions in the months and years to come, and we’ll be guided by our customers. We plan to release several new products and services over the next twelve months, including a refrigerator water filter product coming this winter. We aim to provide easy solutions to common problems, and we’ll always be enthusiastic about sharing. We’ll also upgrade our experiences and create surprise and delight interactions that provide a moment of relief for our busy, time-starved customers. We want everyone to feel encouraged and energized after an interaction with us or our content. Drop our Customer Care team a note if you have any comments you’d like to share—we’re always open to feedback and want to know how we can better serve our customers. ‍ Parting Thoughts So many people think a rebrand simply involves locking a handful of designers and copywriters in a room so their brains can conjure up all sorts of interesting colors, patterns, typefaces, etc. While contemplating these types of artistic elements is certainly part of the process, there are so many other activities and conversations involved when reimagining a brand. We truly think we got it right in developing Second Nature. And, our excitement for our new brand is held with conviction because we listened to our customers and asked all sorts of insightful questions that got us to where we are right now. Second Nature isn’t the brainchild of one or two people at our company; it is the brainchild of a collaboration with our customers and our target audience. ‍ This rebrand has, by far, been the most exciting, the most rewarding, and the most fun business endeavor I've had the honor of leading in my career. I hope each and every customer falls in love with Second Nature to the degree the team and I have throughout the process of developing it. I'm confident it will quickly become one of your trusted, beloved brands because our company is obsessively focused on creating meaningful value for customers by helping homeowners maintain a healthy home environment for themselves and their loved ones.

February 6, 2023

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Introducing Second Nature, The Preeminent Home Wellness Brand

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