Why initiatives sometimes fail

Welcome to the property management blog, our window into the world of property management.

Sometimes initiatives are well meant, well thought out and seem to promise some practical and valuable payback. However sometimes initiatives fail because they are too complicated to execute or because they scare off the participants with confusing details. Initiatives also fail many times, because we think we can publish a set of instructions or tell someone what to do and then…presto, everything is understood.

You need to show and not just tell. You need to guide people through practice and not just let them read the instructions. I remember learning to drive. I had watched my parents and siblings drive since I was a baby. I could mimic everything they did. But it still took me time and practice to learn how to do it myself.

Be careful your sales and service initiatives do not fail for these reasons.

Read the instructions below. Do you think anyone will learn to use this function without hands on assistance? Do you think you could read the instructions twice and be ready to go?

Instructions on how to use Microsoft Outlook Tasks

How to find your Tasks:**1. On the left side of Outlook, you probably have an “Outlook Shortcuts” tool bar running nearly the length of your e-mail inbox. There is an icon there named “Tasks” showing a clipboard with a red checkmark. Click that icon. 2. You might have another tall box to the left of your inbox called “Folder List”. Because that list is usually in alphabetical order, “Tasks” with the icon of a clipboard with the red checkmark will be the last thing on that list. Double click that icon. 3. You may only have a dark grey bar below your toolbars (the things with icons along the top) that says “Inbox” in white. To the right of the word “Inbox” is a very tiny upside down triangle. Click that triangle & you will get a dropdown list box. In that list box is the word “Task” with the clipboard & red checkmark. Click that icon. How to create Tasks:

1. Click on the “New” button in the upper left corner below “File” just as you would for sending an e-mail message.
2. You’ll get a screen that says “Subject”, “Due Date”, “Start Date”, etc. & a big white box.
3. Type in the subject of your Task. Set a due date if there is one. If you have already started on this task, type in the percentage amount that you have completed already or use the pull down box to select how much you’ve done.
4. Type in any notes or instructions about this task that you may need to know for yourself.
5. Click on “Save and Close”.
6. You should see that Task now listed in your screen. You are now the proud owner of a Task. ****DISCLAIMER: So you don’t ask, I don’t know what the “Contacts” or “Categories” buttons do or what anything is used for on the “Details” tab. You can play with it & find out, though. Then tell the rest of us. How to assign Tasks to others:
7. A very important step so that you can be kept updated on this, create the Task & “Save & Close” it first. Otherwise, you won’t receive updates on the status of the Task.
8. Once you’ve created a Task, open it.
9. On the top row of buttons (not lists) you will see one that says “Assign Task” probably somewhere just left of the middle of that row. Click that button.
10. You will get a box that says “To:”. Type in the e-mail address or contact name you have for the person you are assigning this Task to. You can only assign Tasks to one person.
11. Add any notes or instructions they might need. You can attach files just like an e-mail, too.
12. Click “Send.” What to do when you receive a Task:
13. You will get an e-mail that says “Task Request: <>”.
14. Open the e-mail to see what the task is. Read any attachments.
15. Up under “File” should be 3 important buttons: “Accept”, “Decline”, or “Assign Task”. If you are willing to do the task, click “Accept”. If you aren’t click “Decline”. If you know that someone else needs to do it or are going to pass it on to someone else to do, click “Assign Task” and e-mail it to them. The person who created the task will get an e-mail letting them know what you’ve chosen to do.
16. As you complete a task, increase the percentage amounts on the Task.
17. As often as you feel is necessary, go to “Actions” (probably next to “Help” on the top bar). Click on “Send Status Report”. Either choose to send the standard note or write your own. Click “Send”. Everyone who needs to receive status reports (i.e. the person who assigned it, anyone who passed it to you & anyone you forwarded it to.)
18. When you have increased the completion percentage to 100%, an automatic e-mail goes out to everyone who should receive status reports letting them know the task is done. The task will now be marked through and greyed out as a done task. How to Create & Assign Forms for Tasks for Client Development:
19. On the top row (where “File”, “Edit”, etc. are), click on “Tools”.
20. Hold the mouse over “Forms” and you’ll get a drop down list.
21. Click on “Choose Form”.
22. Find the form you need (either “Contract Request” or “New Store Checksheet”). The one you need should be in the big white box. Double click the pertinent form.
23. Put a Name for it in the “Subject Box” (i.e. “ABC Mini Contract Request” or “SecurCare Norcross Checklist”).
24. Type any notes you or someone else may need to complete this task.
25. Click on the tab marked “Pg. 2”. Fill in the information that applies. If you’re not sure what goes in the boxes, please ask so someone can clarify it for you.
26. Go to “File” → “Save As” & name the file appropriately. Save contract requests in V:\Admin → Client Stuff folder → Contract Request Forms folder. Save new store checklists in V:\Admin → Client Stuff folder → New Store Checklists folder.
27. Exit out of the form & say no to “save changes?” (don’t “Save and Close”).
28. Create a task with the same subject name as you put on your Form following the steps listed in “How to create a Task”.
29. Following the steps in “How to Assign a Task”, Assign the task to someone else but attach the form you just created and saved (this process is exactly like attaching things to e-mail).
30. Wait to see if your task has been accepted, declined or assigned to someone else. How to use a Form for a Task that’s been sent to you:
31. Open the task, then the attachment. Read any notes then look at “Pg. 2” to see what the form is all about. Click “Accept” & either send the standard message or your own (if you have questions, for instance).
32. Forward (not “assign”) the task to everyone involved in Client Development who hasn’t seen the request but should (Tron, Wendy, Liz L, Bob, & Liz P.) This should allow everyone to receive status and completion reports.
33. If you are going to be able to do some amount of the task right away, do so. Update the “% Complete”.
34. Go to “File” → “Save As” & save over the old file there (especially do this on “Checksheets” so it will reflect your initials and date). This is a very important step to complete every time you make changes to the form.
35. Exit out and “no” to “do you want to save changes?”.
36. You should now be back in the Task that shows you the notes & attachment. Go to “Actions → “Send Status Report”. You’ll get an e-mail screen. E-mail the report to everyone to whom you forwarded the original Task plus the person who sent it to you. ( I would recommend making an e-mail group for this purpose.) Add any questions or comments in this note. Click on “Send”.
37. “Save and Close” the Task.
38. Once you have increased the “% Complete” to 100%, a notice will be sent to everyone.

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