Transcript
Irelynn Zurflueh: Hi everyone, welcome back to Thoughts for Rent, Realtors Keeping It Real. As always, I am Ireland and today we are doing a welcome to the family episode. So everyone, please welcome to the McKenna family, Malia.
Irelynn Zurflueh: Malia is our head of repairs department here at McKenna Property Management and you've been with us for about two years now. two years, yeah.
Irelynn Zurflueh: When is it? June is your anniversary? Actually, September. September. She got away with having to get hired right during hot season. The crazy ACC. So she had a full nine months to practice. But I stuck it out. She did. And she does great job and she kills it every single day. we're just going to ask Malia couple questions, dig into her brain a little bit. So first questions first, what brought you to property management? Like what brought you to repairs and...
Irelynn Zurflueh: Any previous experience or like? Yeah, yeah, no. um Well, I was in HOA, I was a little bit familiar with that, with kind of repairs, i did a little bit there, a lot of HOA violations, working and with clients. um And then the opportunity came up to work with McKenna. um I did kind of want to venture over to property management, um kind of be a little more hands-on.
Irelynn Zurflueh: I really didn't know what I was getting into. i was just excited to come work here. So pretty much every day when I first started was kind of, you know, new to me and kind of learning my responsibilities. um But I love it. I mean, i like property management much more than Nice. Yeah.
Irelynn Zurflueh: There's always a funny moment that Malia and I talk about because i actually interviewed her with Jenny for the position. and I was like, on a scale of like one to 10, where would you place your technology skills like word and email and whatever? And I think you said...
Irelynn Zurflueh: I said a seven. Yeah. And then like two months later, she was like, I'm so sorry. I said a seven. I was like, no, if that's where you think you are, that's totally fine. just wanted the job. And it apparently worked. She was like, I'll say whatever I need to say to get the job. I think they knew that that wasn't true. But ah I think i'm I'm still not a seven.
Irelynn Zurflueh: No, I totally think you've, the fact that you've taken on so many new softwares like Appfolio and like meld and even have grown with your outlook and your emails. No, I definitely think there's been growth, but she does. She does give herself a hard time. She's, she's her worst critic, honestly. But when you, um, when you were doing HOAs, she was actually doing HOAs here in Las Vegas and like the Southern Nevada area. And we actually still work with her old company. So sometimes if we really need favors, we'll go to Malia and we'll say, hey, Malia. We'll say, can you please reach out to this person that you used to work with and see what you can do? And she always does it for us. She's very good at at of course asking for favors. yeah
Irelynn Zurflueh: When you first got hired on what do you think was and the scariest thing? But then also, like, what were you most excited for? hundred possibly Probably the computer. ah Yeah, because now i was like, oh my gosh, I think I'm a seven. And yeah, I think just kind of learning new programs and stuff, but...
Irelynn Zurflueh: I mean, I have a great teacher, so she was really patient with me. And I think the way that she trained me um really helped me understand it. And I don't think the training had to go too long. I think I picked it up fairly fast. um I love all all the aspects of it, but the computer is, you know, it was just new programs. It's not like I didn't know how to turn on the computer. um It was just all these different programs that was different from when I was working with HOA. And I thought that property management was similar to HOA. So I was like, oh, this is great. I have this in the bag. But it's completely different. so Absolutely. Yeah. I always think it's there's always a really beautiful moment where when you're first taking calls, like first taking emails, that you're introducing yourself and you're getting to know people. And then there's like that day where somebody calls in and says, I need to speak to Malia. And it's almost like you've become established. They know your name now. They know that you're in charge of repairs. So now everyone time now e calls in and says, I want to talk to Malia. And she always is the first person to help a resident out or help a vendor out, which is really nice. I feel like ah feel like out of all the people who have been in repairs or even everybody who's been at McKenna,
Irelynn Zurflueh: I think people learned your name like the quickest and were asking for you the quickest, which I think is just a really good, it's a good indication that you were a seven the whole time. Well, I'm sort of talking and using the computer. No, they know you used to call She'd rather call me. It's kidding. When you started working and started doing repairs, what was the thing that you feel like you learned the most knowledge about or that you, was there specific category? I think I'll,
Irelynn Zurflueh: I thought so, but it's that thing that I would say to you was like, every day I thought that I got it, a new work order comes in and it's a whole different scenario. And so then you're having to learn something new.
Irelynn Zurflueh: So it was just, I don't think that I, everything seems to just change day to day. So once you think you get it and you have it in the bag and you're knowledgeable about it, then it comes up again. So, which I like though, because you're just constantly learning. I think the AC is the one thing that we had discussed before of the condenser and the compressor and the difference and kind of learning that. Because ACs are probably the craziest repair that we have in the most often. Yeah. And so being super knowledgeable about that is really important.
Irelynn Zurflueh: Yeah, but it can get a little scary. For sure. Especially because you, I mean, I feel like I've even done this before where I've been like, hey, here's this scenario. And then the answer is do this. So A plus B equals And then the very next day you get the same scenario, but it's with a specific owner who likes it a specific way. Or it's with a specific resident who has certain expectations. or So that same answer that you got yet literally yesterday is like no longer the answer for this one today. So I totally agree. I totally get that. And I think it's always changing. Always. always Yeah. There's a lot behind the scenes that goes on. Yeah. Then just approve. What do you think is now that you've been here two years and now that you've been with us, what would you say is your favorite thing about the office or about like not the job itself, but actually like McKenna?
Irelynn Zurflueh: The teamwork 100%. Yeah, it's I mean, I've been working forever. And this is the company that has the best teamwork, like I couldn't have done this job or continue to do this job without the teamwork. I mean, everyone's just great. Everyone will if they don't know the answer, they'll help you find the answer. And that helps me do my job. So that's my favorite thing. ah Yeah, that's really fun. I do. I do think that it's nice because There's multiple people that you can go to for a question. So if I'm busy or if somebody else is busy, you can go to Amanda, you can go to Alanda, you can go to Jenny. And that's nice because I feel like in certain situations it's that.
Irelynn Zurflueh: one person is the only person who can get you that answer. Where here, it's like you can kind of rely on about four or five people for that. And you're becoming one of those people too. Like people are going to you now. Which is nice. I did see that recently. think also like when I was new coming into it, I wanted to make sure that I had the answer 100%. So I wanted to like, I'd get the vendor's answer, but I would go and check with like two or three other people just to confirm because I wanted to make sure...
Irelynn Zurflueh: I got the job. know that I did it right, you know, because it was super new to me starting off. But ah yeah, i mean, without the team, I don't think I would still be here. nice Yeah. Good. Well, something that i really love that I feel like I always keep up to date on is that you yourself are kind of a DIY expert. Yes. So you're constantly doing little projects and doing this and that. And I think that is also a quality that makes it to where you know more because you're kind of doing it to your own property. And so if you ever want to know, she has repainted her cabinets. She's like redone her patio. You just did a fireplace fix recently.
Irelynn Zurflueh: You're nonstop, which is crazy. She's up at five and bed at nine. yeah She's constantly moving and grooving. Is there a specific category of repair that you feel like you like the most or that you dislike the most that you try to avoid?
Irelynn Zurflueh: um i mean, Yeah.
Irelynn Zurflueh: Um, the irrigation, I think is probably my favorite because that's the one that I've gotten most knowledgeable in. So I feel more like most confident in that. Um, but yeah, any like plumbing when it's like, you know, the sewer line is clogged and sometimes the pictures that are sent aren't something that you really want to see first thing in the morning. Um, so probably those are my least favorite. Yeah, absolutely.
Irelynn Zurflueh: I get that. I think my least favorite's I've been thinking about that this week. I think my least favorite are roofs. I'm not yeah a fan of roofs. They take a very long time. Obviously, people are multiple levels up doing the work, which always just feels very high risk. And then if it's windy or if it's rainy or if, you know, you're so dependent on the weather for those kinds of jobs. And then you're also so dependent on the weather for the damage. Like people will literally call in and be like, eight shingles flew off yesterday just because of the wind. And it's like, oh my gosh, the fact that our roofs can't survive a little wind. So that's probably my least favorite. I think my, I don't know. What's your favorite? We don't.
Irelynn Zurflueh: necessarily do a ton of them all the time but I always find pest ones to kind of be very interesting they're very hands-on but I'm always fascinated on like how bees get into walls or how pigeons nest or how you know even like if it is a true infestation like why the bugs decided this yeah property I think anything that involves like a living thing deciding that this is also going to be their house. That's an interesting way looking at it. They're like, I'm also I'm also on the lease. I'm a resident of McKinney. And I'm not leaving. You're going to have to kill me to me out here. I think those are just very interesting because I'm like, what?
Irelynn Zurflueh: You never know what ants are thinking bugs are thinking. totally agree with you on that. Because I actually learned, because we've been having a lot of bees, that have been staying like, what, in the corner of houses or random places, but they're only there for like a day or two and learning that they're looking for a home for the queen bee. I mean, it's just information you never thought that you would know, but then you find out and it's kind of cool. So I kind of agree with you on that. That one has been a lot recently and I've learned quite a bit. And so, yeah.
Irelynn Zurflueh: There's like a B real estate agent that's like taking them to different. Yeah. yeah Right. There you go. And they're like, no, not this house. Yeah. It's not South facing. you know I don't like the sun where it comes in. And yeah. Yeah. No, I, I think those, they're, they're kind of a lot of work again, because you're dealing with removing a living thing that has a mind of its own. But i always think that the photos and the knowledge and everything, it's very worth it. But Yeah, we just did a big one where there's a huge nest in a wall. And then there was one last summer where there was they opened up the stucco and it was like this huge hive. And like honeycomb inside. Yeah, honeycomb inside the wall. And then we don't even probably get as many as I'm assuming other states get. I have to imagine states with more flower and even more bee population just gets it all the time. But we always do our best to relocate. We try to save the bees yeah over at McKenna. Yeah.
Irelynn Zurflueh: Relocate. Relocate. To a different property manager. To a different property that's not on a kind of property. Because it's expensive. And then you go to find out how expensive the work can be from just a little hive of bees. Like the damage that it can cause or even not addressing pigeons on the roof.
Irelynn Zurflueh: What that can do. Oh, yeah. One of my, one of our owners, there was a ah beehive And it was at the very top of the roof and he was kind of depending on, you know, suggesting whether or not he should go through with it since it wasn't hurting anybody because it was on a second story. So the bees weren't, you know, on the ground floor messing with anybody. But the vendor that we were working with said, if you kind of let this hive exist, Then you're risking the honey actually getting like into your walls. And then once the honey's in your infrastructure, that smell is just going to attract bees and it's going to be that much more impossible to... stop bees from growing a hive at this unit because all they're going to smell is that honey that is like in your walls that you just can't get rid of so it's just also interesting too to hear like that i never would have even thought about that yeah they'll be gone it's fine yeah they'll move bees hibernate right out of the walls yeah it like comes out of the ac filter you're like why does this taste so sweet yeah it's good in here so those would be roofing and and then
Irelynn Zurflueh: bees or like bugs or just insects or even just like animals or birds like that's probably the my least favorite and most favorite so I'm always I'm always up for a challenge yeah but you are I think I do also like the irrigation i feel like I've learned a lot about landscaping I feel like I've learned so much about pools. Like I've learned more about pools than I ever need yeah to know. the ons Yeah. You just came in and gave me new information. I didn't know. I was like, I don't even own a pool. I'm like, why do I not own a pool in the freaking desert? But I know all this information about pools. It doesn't feel right. But I have one last question for you. I guess it's a two parter and then I'll let you go. then you don't have to worry about being on camera anymore. Yeah. But what advice would you give to a resident or an owner in regards to repairs?
Irelynn Zurflueh: For residents, I think sometimes the residents call and they'll bring something to our attention and um they're unsure if this is like a resident responsibility or They see maybe bubbling in the wall or like just little things. And what I always tell the residents, there's no silly questions. So always reach out and ask us because the last thing you want to do is something kind of looks concerning, but you're not sure about it.
Irelynn Zurflueh: And then you never report it and it turns into a huge issue. So I always tell the residents just to call. You can always call anytime and ask me a question. And we'll either create a work order and get it addressed or i'll let you know that this is anything that we have to take care of and you're fine. um I just think communicating um with the vendor, with the residents, with the owners, even if there's really not a whole lot to give information on, just to keep everyone posted and let everyone know that we're working on it. Like, communication is key. That's why I call. That's why they call and ask for me. yeah
Irelynn Zurflueh: Absolutely. I think also taking videos, taking photos of whatever you're inquiring about, just saying it over. There have been times where people You know, someone says my fridge is making noise. That's not a bunch of information to go off of. But then when we have the video, we're able to really get a lot more information. Same thing with, you know, AC units or same thing with even pipes in the wall. People have said, I feel like I can hear pipes through my walls. And we're like, yeah, send us a video of the audio and we'll take a look at it. So that's a good piece of advice Did you ever think, though, that it would come to a point in your life where you would have someone sent you a video of...
Irelynn Zurflueh: their fridge in a noise and you would know, oh, okay, that sounds like you need you know, at other times you're like, yeah. like, turning on the audio and like, listening to it. I mean, it's not stuff that I ever thought that I would know, which I love that I do because then it helps me in my own home and for sure stuff like that. But yeah. I feel like I...
Irelynn Zurflueh: have never, I don't know, I've never pictured myself being someone that's like, oh, that's a slabby. yeah Oh, that's a running toilet. Oh, your ice maker's broken. Like, i I feel like I always was going to exist in a world of like, I don't know.
Irelynn Zurflueh: What are the Kardashians doing? Instead, I'm like, oh, that's the angle somber. It's like, yeah, what's the most, what's the newest fashion trend? And it's like, nope, that's, that's sewage backup. Yeah. Well,
Irelynn Zurflueh: ah yeah well The last two years have been fantastic. Malia has been an amazing member to the McKenna team. We're so lucky to have you. Repairs is so much better now. it she's there Everyone loves her and everyone's so happy and they all want to talk to her. And I feel like that is a really hard thing to do when you're in a property management repair department. So if you ever are a McKenna resident and you have a repair, just know that you're in good hands. And if you're an owner who has an investment property and is tired of dealing with repairs, then you can give the McKenna team a call and maybe we can work with you. And then maybe you can have Malia do your repairs instead and she would be super happy to do it. But thank you for joining us. She will not, she doesn't want to embarrass me, but I've actually already had her film this whole episode once and there was no audio. And so I've made her film it again a second time. So she is a very big team player over here and We don't know what we would do without her. so think thanks for tuning in. And if you guys like these little welcome to the team segments and like hearing from other McKenna people, feel free to let us know and always like and subscribe for the next episode. Bye guys. Thank you.
