Memo From: Customer Service Manager Kathryn Harris
To: Robert Klein, CEO
Subject: SPI Hands-on Training Program Update
 
Following is my progress report on the SPI Hands-on Training Project we implemented last year.

Participants:
SPI Staff: 23 additional internal staff members 
On-site Liaisons: 7 additional liaisons
Clients: 4 additional client staff
Investors: 1 new addition
M&M Contractors: 6 additional M&M staff

We had 41 new participants benefit from the Hands-on Training Program just this past month.  Each individual's response affirmed the program's appeal and success.  The program continues to provide participants the opportunity for a first-hand look at the procedures used in the field for work orders such as securing, winterizing, boarding, debris removal, and yard maintenance. 

The participants observed how inspectors determine and verify occupancy status and how contractors secure, winterize, identify mortgagor neglect, and arrive at eyeball estimates for repairs.  Participants also learned about our photo documentation procedures.  
 
This on-site training has provided our staff with greater knowledge and better understanding of the procedures used in the field. This experience allows our internal staff to be better prepared to respond confidently to client and contractor inquiries. The project has opened the lines of communication between our contractor and our internal staff building a stronger business relationship. 
 
As you know, based on the enthusiastic response of some of the first participating staff members, we extended the opportunity to accompany a contractor on a field visit nationwide to our clients, the investors, and the M&M contractors.  Several clients continue to participate in the program, sending additional staff members to experience a field visit, and those repeat customers continue to provide a lot of favorable feedback.  One client recently reported that the contractor they joined on the field trip was very professional and informative and provided the visiting staff with a completely new view of the work they order on a daily basis.  Based on remarks like these, Safeguard considers this program a tremendous success and a worthy opportunity for industry professionals to increase their understanding of the typical measures taken to protect our clients' interests and assets. 
 
We also recently had several M&M representatives participate in the Hands-on Training Program.  These individuals accompanied a contractor on a number of property visits in the field, and they reported afterwards that the opportunity allowed them to learn a great deal about the Safeguard's requirements and expectations for complete documentation of work and property condition. Another M&M representative also indicated that he felt he better understood the different challenges contractors may face in the field on any given day.
 
We continue to make this program readily available to our clients, the investors, and the M&M contractors, and we regularly recommend the program to new contacts that we develop in the course of business. 

We encourage any interested parties contact me (Kathryn Harris at kathryn.harris@safeguardproperties.com) with any questions about the program or to schedule a field trip with one of our contractors.
 
Thank you
 
Kathryn Harris
Customer Service Manager