Policies and procedures


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Policies and procedures

  1. 1. Presented to Buffalo Niagara RESA January 2012 Kathleen Emhof Transitions Home Staging & Redesign
  2. 2. <ul><li>Keeps you focused </li></ul><ul><li>Easy to replicate (think McDonald’s, Sears, etc.) </li></ul><ul><li>Helps to develop your contracts </li></ul><ul><li>You are perceived as a serious business person </li></ul><ul><li>Helps you in pricing, packages, etc. </li></ul><ul><li>Consistency </li></ul><ul><li>Can be updated as needs change </li></ul>(c) 2012 Kathleen Emhof
  3. 3. (c) 2012 Kathleen Emhof
  4. 4. (c) 2012 Kathleen Emhof
  5. 5. <ul><li>(def.) A proposed or adopted course or principle of action; a contract of insurance </li></ul><ul><li>What you will and will NOT do </li></ul><ul><li>Associate conditions with other conditions </li></ul><ul><li>(def.) An established or official way of doing something; a series of actions conducted in a certain order or manner </li></ul><ul><li>How you will do what you do </li></ul><ul><li>First, then…etc. </li></ul>(c) 2012 Kathleen Emhof Procedures=Process
  6. 6. <ul><li>We accept these forms of payment: </li></ul><ul><ul><li>Cash </li></ul></ul><ul><ul><li>Check </li></ul></ul><ul><ul><li>Visa ® </li></ul></ul><ul><ul><li>MasterCard ® </li></ul></ul><ul><ul><li>PayPal ® </li></ul></ul><ul><li>We use Square® to collect your credit card information </li></ul>(c) 2012 Kathleen Emhof Procedure
  7. 7. (c) 2012 Kathleen Emhof
  8. 8. <ul><li>Estimates </li></ul><ul><li>Distressed/Short Sale </li></ul><ul><li>Consultations </li></ul><ul><li>Realtor® Pricing </li></ul><ul><li>Vacant Hands-On </li></ul><ul><li>Occupied Hands-On </li></ul><ul><li>Professional Photography </li></ul><ul><li>Delivery </li></ul><ul><li>Per-Hour Cost </li></ul><ul><li>Purchase of Accessories/Personal Shopping </li></ul>(c) 2012 Kathleen Emhof Redesign
  9. 9. <ul><li>Estimates for Vacants are given over the phone as per formula </li></ul><ul><li>Estimates for Occupied Homes are given over the phone as a RANGE (+/- $500) </li></ul><ul><li>Consultations are explained </li></ul><ul><li>Distressed/Short Sale pricing </li></ul><ul><ul><li>E.g., $50 for top 5 to-do’s, $100 for top 10 (30 minutes); paid up-front. </li></ul></ul><ul><ul><li>Written report within 24 hours. </li></ul></ul>(c) 2012 Kathleen Emhof
  10. 10. <ul><li>$ XXX up-front </li></ul><ul><li>20 miles beyond my zip code is $50 more </li></ul><ul><li>50 miles beyond my zip code is referred to another RESA stager </li></ul><ul><li>After 5 Consults purchased by a Realtor®, the 6 th one is FREE. They can also purchase 6-packs in advance. </li></ul>(c) 2012 Kathleen Emhof
  11. 11. <ul><li>Consults and Coaching is about 1.5-2 generous hours of time </li></ul><ul><li>Speak with homeowner, outside if possible </li></ul><ul><li>Children and pets out of the way </li></ul><ul><li>Designer visits the home, and uses Market Ready Real Estate software </li></ul><ul><li>Tour home alone to allow for creativity </li></ul><ul><li>Investor of vacant may accompany for 2 nd tour, to allow for coaching </li></ul><ul><li>Designer takes photos of all areas, 2-3 of each area, including outdoor areas </li></ul>(c) 2012 Kathleen Emhof
  12. 12. <ul><li>After visit, homeowner and / or Realtor® are provided a copy of report and recommendations within 48 hours </li></ul><ul><li>Designer returns for tweaks for Open House or professional photos </li></ul><ul><li>The cost of the consultation is free if the homeowner opts for hands-on staging (min. $200) </li></ul>(c) 2012 Kathleen Emhof
  13. 13. <ul><li>Minimum investment $ XXXX; 1% of square footage up to 4000 sq. ft. for 2 months.  Furniture, accessory, artwork, lamp, plant rental monthly thereafter. </li></ul><ul><li>0.75% > 4000 sq. feet. </li></ul><ul><li>$ XXX less per room if budget is a concern.  </li></ul><ul><li>$500 nonrefundable booking fee to retain, balance due at completion of final day of staging. </li></ul>(c) 2012 Kathleen Emhof
  14. 14. <ul><li>Min. $XXX (and includes the written report) and paid upfront as a deposit to retain the date </li></ul><ul><li>Half-day hands on:  $xxx </li></ul><ul><li>Full-day hands on:  $xxx </li></ul><ul><li>$xxx each additional hour </li></ul><ul><li>Additional furniture, accessory, lamps, and artwork rental is extra, using the formula below* </li></ul><ul><li>Bedding, towels, pillows are not available for rent to occupieds with pets, children, occupants other than the owner, or to smokers.  Alternative is to suggest that they purchase themselves. </li></ul>(c) 2012 Kathleen Emhof
  15. 15. <ul><li>*Accessories, artwork, plants, furniture (except when rented from 3rd party) will be rented at 25% replacement cost, per month, at a minimum of 2 months. </li></ul><ul><li>Professional Photography  is available for an extra $150.  Includes exterior photo and 8-10 interior shots, on a CD, to provide for real estate listing.  Our proprietary photographer is Drew Zinck. </li></ul><ul><li>The cost of delivery and pickup (truck rental, gas, mileage and deliverymen) will be added to each vacant or occupied staging. </li></ul>(c) 2012 Kathleen Emhof
  16. 16. <ul><li>Credit cards, checks and cash are acceptable forms of payment. </li></ul><ul><li>All clients who rent furniture, artwork, plants or accessories--regardless of payment choice-- must fill out a credit application form. </li></ul><ul><li>Intuit GoPayment is the credit card merchant, and the information is entered into the online program via smartphone or iPad. </li></ul>(c) 2012 Kathleen Emhof
  17. 17. (c) 2012 Kathleen Emhof
  18. 18. <ul><li>Soft goods including towels, bedding, pillows, drapes, throws are available for rent to the owners of vacant stagings.  In some cases, they will be made available to owner-occupied homes, as long as there are no children, pets, smokers, or homes where the homeowners are absent.  The policy will be to suggest, in those instances, that the soft goods be purchased by the owner </li></ul>(c) 2012 Kathleen Emhof
  19. 19. <ul><li>Lamps, artwork, plants  may be made available to occupieds. The rental cost is 25% replacement cost of the items.  It will be stated in our contract that any items rented will be left in place AS IS and used exclusively for marketing the property.  Any damage or usage by the client will be billed for the cost of the items plus a 20% re-stocking fee.  We reserve the right to remove all of the rented items when we give 5 days' notice to do so. </li></ul>(c) 2012 Kathleen Emhof
  20. 20. <ul><li>Accessories  will be  not  rented to occupieds, but rather, items from the existing home or that belong to the owner will be used creatively in staging the home.  Accessories may be purchased from Transitions Home Staging and Redesign, for a 20% markup from the purchase price.  These can be presented to the homeowner for approval. </li></ul>(c) 2012 Kathleen Emhof
  21. 21. <ul><li>A house key will be made available to Transitions Home Staging & Redesign in vacant stagings.  This is to allow us to come in after every weekend to check on our items.  If homeowner/investor prefers, we will put a key lockbox on the property.  This procedure is part of our service. </li></ul>(c) 2012 Kathleen Emhof
  22. 22. <ul><li>Credit and Debit cards are accepted (Visa, Mastercard). </li></ul><ul><li>Cash and personal checks are accepted. </li></ul><ul><li>In rental situations, a credit application is required. </li></ul><ul><li>All payments are due in full at the completion of staging. </li></ul><ul><li>Vacant Staging:   $xxx minimum, $xxx nonrefundable booking fee up front. </li></ul><ul><li>Occupied Staging:   $xxx deposit upfront, which is the minimum. </li></ul><ul><li>Redesign Services:   $200 nonrefundable booking fee minimum, upfront. </li></ul>(c) 2012 Kathleen Emhof
  23. 23. <ul><li>Home Staging Marketing Materials  will be left in the home for visitors.  These will include a framed logo, business cards and brochures.  These are not to be moved during Open Houses or any showings. </li></ul><ul><li>  </li></ul><ul><li>There will be no items moved, removed, added, or otherwise changed after the staging is complete without our authorization.  We reserve the right to remove all of our items from the home, giving 5 days' notice to do so.  This will be an area of the contract that is to be initialed. </li></ul><ul><li>De-staging will be done with 10 days' notice from homeowner.  A $200 surcharge will be added if less than 10  calendar days' notice.  </li></ul>(c) 2012 Kathleen Emhof
  24. 24. <ul><li>$XXX/hour; 2 hour minimum.  Travel fee of $50 for 20-49 miles from 14220. </li></ul><ul><li>Additional services available for redesign clients: </li></ul><ul><ul><li>Personal shopping for accessories and artwork ($XX/ hr.) </li></ul></ul><ul><ul><li>Color consultation </li></ul></ul><ul><ul><li>Drapes and window coverings </li></ul></ul><ul><ul><li>Organization </li></ul></ul><ul><ul><li>Move-in furniture placement </li></ul></ul><ul><ul><li>Lighting, flooring, wall covering consultation ($XX/ hr. for research) </li></ul></ul>(c) 2012 Kathleen Emhof
  25. 25. <ul><li>Homeowner should be available at all times. </li></ul><ul><li>Children and pets must be out of the way. </li></ul><ul><li>Homeowner may assist with furniture placement.  We do not move pianos, statues, taxidermy, or very large or high pieces of artwork.  All valuables must be moved by the homeowner to prevent breakage. </li></ul><ul><li>The cost of delivery will be added to every staging and redesign. </li></ul>(c) 2012 Kathleen Emhof
  26. 26. <ul><li>Our work is 100% Satisfaction Guaranteed.  We will return the room/s to its original state if the client is dissatisfied. </li></ul>(c) 2012 Kathleen Emhof
  27. 27. <ul><li>The contract can be cancelled at any time by THSR with 5 day's notice. </li></ul>(c) 2012 Kathleen Emhof
  28. 28. Content for Policies and Procedures were culled from LinkedIn , Active Rain blogs, and from interviews with other professional home stagers and redesigners. My Policies and Procedures Manual is a living document, and is constantly being updated as part of my Business Plan. I prefer to use Evernote as my storage for these Policies and Procedures, so I can update them at any time from any computer. (c) 2012 Kathleen Emhof