As a kid growing up in rural Oregon one of the things I would look forward to during the weekends was a good old fashioned drive-in movie. Remember those days? When even a bad movie was fun with a trash bag full of popcorn, ten of your friends, and a snack bar full of candy? Of course that changed as I got older as most all of the drive-in's slowly disappeared.

But then something happened, something really exciting. One of my agents listed an RV Park, but not just any RV Park. This park had been home to one of my favorite haunts -- the Cloverleaf Drive-Inn before being converted to the Hi-Way Haven RV Park in the mid 1980's. Within a few months I purchased the park and quickly re-opened the drive-in using a new digital projection system, and an FM transmitter. Today guests of the park can enjoy a nostalgic classic movie, while staying in their RV's or lounging in the large grassy areas that surround the park.

Of course as an investment I needed an onsite manager, someone who could oversee the running of the park while I moved on to other investments. I found the perfect candidate in Mary, a retired accounting executive who had recently sold her home, purchased a new RV and was now staying in the park.

In preparing her for the job she asked me a great question, "What are the top ten things I should focus on?"

Over a couple of days I carefully outlined the top ten things I knew would be critical to the operation's success. In reviewing the list with her it dawned on me that the list wasn't unique to just the RV Park's operation; it really could be applied to any business including real estate.

Take a look and see if any of these items might be something to consider in managing your own business.

1. Build the Customer Base: This simply means we have to keep our current customers happy and look for ways to draw in more customers. Every satisfied customer will hopefully return, but more importantly tell a friend. We have to be good enough for them to talk about.

2. Manage the Property: The property is the business. We must not only maintain the grounds, we should be incrementally improving them and our overall services. Customers who come in late and leave early may not interact with us at all so the property has to sell itself.

   In real estate we might apply this to our marketing, our website, or our brand.

3. Manage the staff: A happy staff makes for a happy property. When the property does well they should be rewarded as a group. Individually they should be acknowledged for outstanding work.

   Every real estate agent is surrounded by a team of people helping them to achieve their goals: brokers, secretaries, assistants, mortgage brokers, escrow, title companies, etc. Rewarding people for a job well done should become a part of your management style.

4. Manage the Customer Experience: The customer's ability to remember the park will be in direct proportion to their experience -- positive or negative. Every time the staff -- touches the customer it should be with a smile, and offer of help or service. The experience can be enhanced by activities -- events, games, movies, and the management of the park grounds. In addition the property "personality" is something that can be managed. Our hook is the movies, so we should focus on building that brand personality as often as possible, in as many different ways as possible.

   What is your hook? And are you managing your customer's experience? Do all your customers have a consistent experience?

5. Add Value: We should always be looking for ways to provide more value to the customer stay. Last year we added free hot coffee, onsite propane, free wi-fi, free movies, a store, and events. Even the smallest things can make a big difference.

   In real estate we might apply this to managing the details for ensuring accuracy of our flyers, websites, MLS listings, and having a consistent follow up plan.

6. Manage the Marketing: The marketing is critical. Marketing is the ongoing promotion of the brand. We do this through advertising, mailings, our website, and billboards, but we also do this though our discount programs, rally groups, promotional giveaways -- cups, sticker, calendars. Marketing should be a calendared event, done systemically.

   In real estate we must establish a consistent message, or underlying theme to our marketing and brand. This means we need to make sure that every piece of marketing is part of an integrated plan.

7. Build Revenue: Revenue can be built a number of ways, the best way is always to increase the number of customers. But we can also increase the charges on items if we do so in a reasonable manner that takes into account our competitions offers. Items to consider: Daily Rates, Monthly Rates, Fees, Taxes, Line Item fees (extra dogs, people), Electric rates.

   In real estate we should also be building our customer base, in addition we should establish a fee structure that we apply to everyone based on our services. This rate needs to be something that we absolutely believe in and can defend in a competitive marketplace.

8. Manage Expenses: The fastest way to lose control of the business is to lose control of the expenses. Expenses must be managed. That means we study every invoice, shop prices, and control spending. Overhead can't be allowed to spin out of control.

9. Solve Problems Quickly: Unchecked problems with tenants, employees, or even vendors can quickly fester into bigger, nastier problems. The key is to often deal with problems quickly and most importantly unemotionally. When dealing with most people it is wise to follow the one minute management method of building them up before tearing them down.

10. Simplify and Systemize: A systemized business is critical to building repeatable success. We don't want just one good year, month, or day. We want to create a business that is simple, efficient, and effective. The best way to do this is always look for ways to simplify and systemize.

So what do you think? Do you think Mary will be successful?

I'm convinced that if Mary "lives and dies" by this list she will build another strong investment for my portfolio, but I'm also convinced that if a real estate agent applies these same ideas to their business they can create tremendous success for their business as well (minus the popcorn, of course)!