Although Leonia-based Monticello Management, Inc. is a fairly new property management company, the people behind the company have a lifetime (or two) of real estate experience between them.

"I spent the first 20 years of my career as a financial officer on one end of New York City," says Monticello's co-founder and president Robin Habacht. "On the other end of the city there was a director of engineering and property manager named Paul DePetro, who had spent 20 years of his career working for Cushman Wakefield and Helmsley Spear—two of the largest management companies in the world."

In 2003, a property management company came up for sale and Habacht and DePetro decided to leave their respective positions to form a partnership as owners of the company. However, things didn't work out as planned.

"With my years in finance and Paul's years of property management, it looked like a great opportunity," Habacht said. "But after months of negotiations, the deal with the property management company fell through. But I already picked up two clients and Paul was committed to the venture."

Alternative Route

Rather than look for another firm for sale, they decided to found their own company. Monticello Management was born—with just those two clients to start. Since then however, things have definitely changed for the better. With a main office in Leonia, and another in Morganville, the company currently serves 25 client properties, representing more than 2,500 individual property owners, and is expanding with a third office buy the end of 2006.

Monticello's corporate mission statement hangs in every one of the company's associates' offices. Habacht says that the words may seem very basic, but stresses their importance to her firm and its employees.

"We must practice professionalism, courtesy and attentiveness at all times. ...Respect and address all matters of concern to the customer... Work in pursuit of the best possible solution... Own customer issues until they are resolved to the customer's satisfaction... Celebrate our successes and continually strive for improvement."

"Our goals have not changed," says Habacht. "Top notch service to our clients was and is our number-one priority. "Every decision made and action taken at every level within the company is keeping this goal in mind."

On Call

Believing that the most important thing that any property management service can do for its clients is to be there when trouble arises, Monticello Management promises their clients that they will be reachable 24 hours a day, seven days a week.

"We don't believe in answering services," Habacht says. "We don't believe that an answering service operator should decide if what I as an owner deem an emergency really is one. Owners are adults, and it's their decision to reach out to me."

After hours, client properties can leave a message on the office's voicemail or call the cell phone number if you need immediate assistance.

In Charge

When Monticello Management takes on a new client, Habacht says the company aims to be everything from facilitators and mediators to design consultants and managers of all the association's most important aspects. When people choose to live in associations, it's generally because they are looking for someone else to take some of the physical maintenance responsibility of the property off of their shoulders, says Habacht.

"I like to think of property managers in the context of the old saying about how 'children should be seen, but not heard,'" says Habacht. "What we do is make sure everything is working smoothly—and we do so from behind the scenes with the minimal disturbance to the owners. For example, we make sure that preventative maintenance strategies are in place to maintain the common elements and building systems, as well as to extend their life span."

Up for the Challenge

DePetro is in charge of engineering for Monticello Management. According to Habacht, if a property management company doesn't have a guy like him running engineering, the company is almost operating in the dark when it comes to construction projects.

"The biggest expense—the biggest drain my associations face today—is any capital reserve project," Habacht says. "Paul understands exactly what the contractor is talking about—so when one of my high-rises needs to be repainted, and we're dealing with wind and water coming off of the Hudson River, he's the guy you want. When an association has to choose which type of roof to replace their 20-year-old roofs with, Paul is the guy you want. He speaks the language of the engineer." Habacht estimates that DePetro has saved countless associations hundreds of thousands of dollars in the process.

Coming Aboard

Monticello Management is always looking to grow, says Habacht, and they don't require client properties and associations to sign any long-term contracts, leaving the amount of years up to the associations.

"Generally, associations want to sign management companies on for two to three years so they can lock in the rates. We usually sign on for two years, but it's not a rule," says Habacht. "Transition periods vary. A new client can be up and running in two days—24 hours if we don't sleep—and three months is the general transition period."

Future Thoughts

Both Habacht and DePetro say they feel that the property management industry is competitive in New Jersey, and believe that the survival of their company depends on them sticking to a formula they believe is already working.

"We will maintain the strategy that service is number one," says Habacht. "Our five-to-ten year plan? I'd like to see us serving our associations with the same enthusiasm and commitment as we do today."

Q&A with Robin Habacht

The New Jersey Cooperator recently had the opportunity to sit down with Monticello Management's Robin Habacht to discuss her company and its future goals.

For those unfamiliar with the company, how do you describe what you do?

"A question like this should bring a smile to any property manager's face. We fill so many unconventional roles in our capacity, but I'll start with the conventional ones. I feel like property managers should be seen but not heard. However, what we do is make sure everything is working smoothly and we do so from behind the scenes with the minimal disturbance to the owners.

"When people choose to live in associations—whatever form the association takes—it's generally because they are looking for someone else to take some of the physical maintenance responsibility of the property off of their shoulders. So, property management companies are in place to make sure of just that. We make sure that the common elements such as the mechanical systems, the HVAC, and boilers are properly maintained, as well as recreational amenities such as the pool, clubhouse, and tennis courts. Even the plain common areas, like roadways and landscaping—all these items are cared for without disturbing the owners. Ideally, they're cared for before the owner even knows they need it."

What is the mission statement for Monticello Management?

"It's very simple and very basic, but very important:

•Practice professionalism, courtesy and attentiveness at all times

•Respect and address all matters of concern to the customer

•Work in pursuit of the best possible solution

•Own customer issues until they are resolved to the customer's satisfaction

•Celebrate our successes and continually strive for improvement"

What are your top goals for the year ahead?

"Our goals have not changed—top-notch service to our clients was and is our number one priority. Every decision made and action taken at every level within the company is keeping this goal in mind. Separating the company from the product, as a company we are aware of the pitfalls that we potentially face during growth, but that is a challenge for any company. It is therefore vital for a growing company to expand its intellectual capital as its customer base expands."

What is your role in keeping properties happy and dealing with problems when they arise?

"You're familiar with the expression 'Show and Tell?' This is about 'Show.' Our number one rule is NO ANSWERING SERVICE, and we are accessible 24/7. We don't believe in answering services. We don't believe that an answering service operator should decide if what I as an owner deem an emergency, is or is not one. Owners are adults, and it's their decision to reach out to me at 2 a.m. on a Saturday morning—although it really should be a good one at 2 a.m.!"

So how do they get in touch with you if it is an emergency?

"Simple. After-hours, our offices have a simple message, you may leave a voicemail or, at the end of the message, there is a cell phone number for emergencies, and that is my cell phone number. With over 2,500 individual owners, if I receive one call on my cell phone on a weekend once a month, it's an anomaly. But the fact that owners can reach us as promised 24/7, this is the 'Show' part—it's part of our promise. So, how do you keep clients happy? You deliver on your promises. You promise service and you deliver."

Keith Loria is a freelance writer and frequent contributor to The New Jersey Cooperator.