00:10 Applying the 80/20 rule to your team on an individual basis
00:51 Determining the reasonable performance level of every person in your organisation
01:25 Lessons of effective delegation from Jack Welch and GE
02:55 Customer satisfaction is the number one metric of a great property management business
04:20 The three reasons why a customer chooses your service
04:29 Are your current systems and technologies enabling you to provide the best service you can offer?