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Show Summary
In this episode of the Real Estate Pros podcast, host Q Edmonds interviews Tyler Moseman, a concierge specializing in high-end residential property management. Tyler shares insights into his unique business model, emphasizing the importance of communication, client relationships, and the challenges of managing luxury properties. He recounts memorable client stories, including a boat recovery incident, and discusses his plans for expanding services. The conversation highlights the significance of networking and building genuine relationships in the service industry.
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Investor Fuel Show Transcript:
Tyler Moseman (00:00)
are all trying to call me. And this is like when I had just started the business, these are like the first handful of people. And then I had the owners going, my God, you didn’t pick up. Like, are you okay? Like, is everything okay?You know, because I mean, some of these houses, I mean, they have really valuable stuff in them. I mean, I have, there’s one home I have that, I mean, there’s probably two or $300,000 in just painting. So it’s, you know, if that can strip that, that’s not good. Or the most famous one is I had a client call me. He was very calm. says, Tyler, how are you? I’m good. I’m so, how are you? He’s like, yeah, I’m not great. I’m like, uh-oh.
I’m thinking like, we do something bad or something wrong because they’re not here right now. They’re at home. And I’m like, oh, what could have happened? He’s like, you know, I was on, I just looked at the camera. My boat’s not there. I’m like, oh, oh, yeah, that’s not good. That’s not good. So he’s like, are you busy right now? I said, well, it was before I knew the boat was gone. said, I, it was, it’s peak season. We were in like July, like late July. I said, yeah, I got a lot right now. And he says, well, my boat’s not there. I’m like, oh, nevermind. I’ll be over there in 15. Don’t you?
Quentin (01:02)
Yeah. Yeah. Yeah.Tyler Moseman (01:05)
So what ended up happening was it was the boat lift failed and they didn’t put it up all the way where it locks in place. It kind of makes a T. So it must’ve been about like that. And then, um, they didn’t have enough hydraulic fluid. it just slowly lowered the boat into the water and then the boat just floated away. So it wasn’t stolen. No one touched it. just was. So I was literally out searching for the boat and believe it or not, we found it.Quentin (01:09)
Mmm!Yeah.
Hello everyone. Welcome to the Real Estate Pros podcast. I am your host, Q Edmonds. Y’all know what I’m going to say. And I stand by it every time I say it. I’m super excited to be here today. I’m super excited to be here. Super excited about our guest. ⁓ man, you know, this guy to me, servitude is really at his heart. ⁓ He is a concierge to me, not just by trade, it’s by, you know, by heart, by what he does, the way that he service people, service his clients.
service the community. And so I am just, I’m really, really, really excited for you to get to know this person again, for you, like I said in previous podcasts, for you to look through his unique lens. Cause all of us, know, we do different things and we may even be in the same space, but there is still a uniqueness that comes from looking through that person’s personal lens. And so I’m just excited today and I want to introduce you to
Tyler Moseman. How you doing today,
Tyler Moseman (04:07)
I’m doing very, well. No, I’m excited. This is going to be fun. I’m really looking.Quentin (04:08)
Good. This is going to,yeah, man, this is going to be fun. I’m excited, man. I’m excited what you’re doing. I’m excited what you’re doing in a space of high end property management. And I’m just trying to give a little tease because I really want you to actually take us into your world, right? To dive in depth in what you do and help us to see things through your lens. So Tyler, if you don’t mind, I want to dive in. I want you to.
Take us into your world. Tell us what your main focus is these days. And also tell them what markets you’re operating in, because I love the market that you’re running. So turn it over to you, Tyler. Give us the 411, man.
Tyler Moseman (04:53)
We’re going to deep dive. We’re going to dive right in. So my business, it’s Concierge Lake George. So we do very high-end residential property management. So we don’t do the vacation rental side. partner with other companies that take care of that. So we only do it people, it’s their second, third, fourth home. Then our season here, it’s very, very short up in Lake George. We’re in upstate New York. I mean, we really have basically like July and August is our big.Quentin (04:55)
Yes, sir.Tyler Moseman (06:08)
You know, it’s when the vast majority of people will come up. mean, granted, there are still people here now, but a lot of people, kids go back to school, go to college, whatever. And then they’re like, okay, now I’m going to go, you know, it’s time to go back, you know, downstate, Massachusetts, whatever, back to Florida. So yeah, but so the main thing in the company, it’s, you know, single point of contact, property maintenance. But I use that term kind of loosely because it’s, you know, that’s where the concierge comes in, because we’ll do anything for if they’re like, okay, I want to.a private chef or I have one client, had a Hawaiian party and they’re like, okay, I want a fire dancer. And it’s like, boy, now we got to find a fire dancer. it’s, we’ll do anything. mean, with the groceries for people, have a client, they have a house on an island, we got them, we get them groceries. They don’t want to them out on the boat themselves. So it’s okay, we’ll do that too. So it’s ⁓ pretty much soup to nuts, super, super high-end. then I think the average homeowner, based on tax assessment, the average.
⁓ value of a home under management is just north of four million. So it’s based on tax assessments. Whatever the town quantifies is their full market value, which is, I mean, that’s a lot of money, four million bucks. So I think that’s pretty dang good. ⁓ But anyway, our geographic footprint so far is spread in the southern part of Lake George. And right now we are expanding to the northern part.
Quentin (07:24)
Yeah, absolutely.Tyler Moseman (07:32)
and other bodies of water like locally Brant Lake, Scroon Lake, and Saratoga Springs, which is a big horse racing kind of hot spot. So it’s, you know, a lot of people, again, they’re here for just for, you know, quote unquote track season, which again is very, very short. And then they go back to, you know, Tennessee, wherever they, you know, have their larger horse properties.Quentin (07:55)
I absolutely love it. Something that caught my eye that you had mentioned to me. First, just ⁓ how you don’t say no to anybody, right? Like you said, Butler will do the groceries, but just make sure you tell me who groceries these are, right? But you because you serve so many people. it’s like, you stay busy. One of the things you said also is that, and hopefully I get this right.Tyler Moseman (08:12)
Right?Quentin (08:21)
You you guys are just doing all residential home care, not just like the vacation properties and stuff. And so that’s a lot, man. So I guess my question is, that’s not easy in this climate, especially easy, right? So what’s been the key to keeping that machine running smoothly?Tyler Moseman (08:37)
Right, I mean the biggest thing is just trying to communicate as much as possible with ⁓ all of our clients and also our subcontractors. I the biggest thing is having a very good relationship with ⁓ the subs because they’re the ones that the vast majority of time they’re actually fulfilling ⁓ the specialty services. Like obviously I don’t have an HVAC tech in-house. All of it is subbed out as it should be because they’re the professionals. it’s…The air conditioning breaks and it’s 95 degrees out and your client is here and they’re only here for two weeks this summer. I need that AC fix like yesterday. Like they need to be there in 20 or 30 minutes max. And I have subs that will like when I’m jumping, they’re like, okay, how high and what direction? I mean, it’s that next level of service they give me. And the biggest thing that we, know, to do that, you know, to make sure that we get that is it’s usually very prompt. ⁓
Because all my clients, I bill it through them and add a management fee or hourly fee based on what the relationship is with how we have things set up. Because every plan is custom. Every single client has their own deal. The rates are the same, but the deals are usually different. So it’s very prompt payment. All my guys know that they can either auto charge a credit card or they’re…
The minute the HVAC guy gets up, there’s a check in his face. Most of time I know the rates by heart. So it’s like, OK, you’ve been here an hour and half. OK, it’s going to be this much. Here you go. Here’s the money. yeah, and that’s a very, very large part about that. And then just with our clients too, we’re starting to roll out the 9s app, which we’ve only done with a very limited number of our clients so we can perfect it. And then we’ll roll that out to everyone.
And it’s so cool. It’s even if they’re not here and they’re like, my god, it’s a paranoia thing. These aren’t cheap homes. So think about it. If you’re in New York City or Florida or wherever and you’re like, gosh, I wonder how the lake house is doing. The kid could have stripped it by now. So they can get a push notification on their phone and be like, ⁓ look, the kitchen got repainted or whatever. if they want, they can get a push notification and go through. look how good the kitchen looks. OK, I feel better. Let me go back to
Quentin (11:11)
youYeah.
Tyler Moseman (11:25)
running my hedge fund or whatever that they do. that communication is very, very, very, very important. And basically, for everyone else, before and at, we just use Google Drive. mean, it’s just been throwing pictures into Google Drive. So if they want, they can go through and be like, no, this is everything that is happening, essentially.Quentin (11:29)
Absolutely.person.
Absolutely,
absolutely. They’d be like, my blender is still there. There it is. The blender is still in the corner. I love it, And like I said before, and I think it’s shining even more and more through how much of a concierge you are really at the heart and how you have positioned your business to be able to serve people, put them at ease. mean, rolling out the nines at…
Tyler Moseman (11:50)
That’s right.Quentin (12:12)
to like different, know, just, you know, to a select fleet so far, we know it’s really going to be out there soon, but just having a foresight to put things in position like that, to keep your clients totally at ease. And so, you know, I’m enjoying this so far, just listening to you talk. And I want to pick further through your lens. You know, you were telling me earlier about, you know, with the groceries. And so I know there’s times when moments when things get real, right?Sometimes things go sideways or a time when you had to pivot fast. I just want to, from your lens, man, I would love for you to tell us a story. Bring us into your world a time when things are going haywire and Tyler has to come in and be like, wait a minute, wait a minute, let’s calm this down, man. So I would love a story like that if you don’t mind.
Tyler Moseman (13:00)
You’ve got that I mean it can really hit the fan sometimes where it’s like I mean like I just told you like I have my one guy come to me with a receipt so okay I’m like, okay, who is it for? He’s like, well, I don’t know. I’m like, what do you mean? don’t know it’s $400 grocery bill Like how do you not what house did you bring it to like? How do you not know who’s it was? Like did you bring it to the right house? Cuz now I’m like, holy crap Did he just stock someone’s fridge and it’s not even the right person’s fridge like oh my goodnessQuentin (13:03)
youyou
Yeah.
Tyler Moseman (13:25)
But it’sQuentin (13:26)
Yeah.Tyler Moseman (13:26)
little things like that even though it’s so funny for some people that we do groceries for, we literally have pictures where when they come, we call it a reset, where it’s like the beds are turned down, all the patios are blown off, the fridges are stocked. We have pictures of like they’re specifically stocked. We’ll actually take out old stuff and then rearrange it to a specific ⁓ setting. I mean, we get that granular. But it’s even like we’re the emergency contact for all of our clients. So like if they’reQuentin (13:35)
Okay, beautiful. Yeah, yeah.Yeah.
Yeah.
Tyler Moseman (13:54)
alarm systems go off, then we get called. like way earlier in the business, we had a ⁓ kind of a power surge type deal. So on one part of the lake, we had, I think it was 12 houses that all the alarms went off at the same time. So of course, and the alarm companies are all trying to call me. And this is like when I had just started the business, these are like the first handful of people. And then I had the owners going, my God, you didn’t pick up. Like, are you okay? Like, is everything okay?You know, because I mean, some of these houses, I mean, they have really valuable stuff in them. I mean, I have, there’s one home I have that, I mean, there’s probably two or $300,000 in just painting. So it’s, you know, if that can strip that, that’s not good. Or the most famous one is
I had a client call me. He was very calm. says, Tyler, how are you? I’m good. I’m so, how are you? He’s like, yeah, I’m not great. I’m like, uh-oh.
I’m thinking like, we do something bad or something wrong because they’re not here right now. They’re at home. And I’m like, oh, what could have happened? He’s like, you know, I was on, I just looked at the camera. My boat’s not there. I’m like, oh, oh, yeah, that’s not good. That’s not good. So he’s like, are you busy right now? I said, well, it was before I knew the boat was gone. said, I, it was, it’s peak season. We were in like July, like late July. I said, yeah, I got a lot right now. And he says, well, my boat’s not there. I’m like, oh, nevermind. I’ll be over there in 15. Don’t you?
Quentin (15:14)
Yeah. Yeah. Yeah.Tyler Moseman (15:17)
So what ended up happening was it was the boat lift failed and they didn’t put it up all the way where it locks in place. It kind of makes a T. So it must’ve been about like that. And then, um, they didn’t have enough hydraulic fluid. it just slowly lowered the boat into the water and then the boat just floated away. So it wasn’t stolen. No one touched it. just was. So I was literally out searching for the boat and believe it or not, we found it.Quentin (15:21)
Mmm!Yeah.
Tyler Moseman (16:24)
Someone must’ve found it. And then, uh,Quentin (16:25)
Beautiful. Yeah.Tyler Moseman (16:27)
tied it to someone’s dock thinking, which amazes me, no one called the police or anything. So then we towed the boat back, put hydraulic fluid in the lift and put it back on the lift. And believe it or not, the boat was completely undamaged. It was completely okay. So within a two hour period, we found it and you know, call it, he’s based in Texas. I hear him call him and say, boat’s good, it’s back, it’s good. I mean, we’ll have the mechanic guy come out and check it just to make sure, cause you know, I boats pretty well, but again.Quentin (16:28)
Yeah. Yeah.Right, right.
Yeah, yeah, yeah.
Yeah, absolutely.
Right.
Yeah.
Tyler Moseman (16:57)
I’mnot the service expert, it’s anyway, but that’s probably one of the craziest ⁓ things that’s happened that it ended actually really well.
Quentin (17:05)
Yeah,yeah. Mr. Tyler, I’m starting to get a little jealous that you’re not my concierge, man. Like, I mean, you pulling out all the stops, man. I mean, you going boat hunting. Like, you know, this is why I wanted to talk to you, right? Like, I love, this is the first I’m hearing a story about somebody going boat hunting, right? Like, you know, but again, you know, listening to your story, it just shows me you’re different from somebody that dabbles and from somebody that’s in it for the long term.
Tyler Moseman (17:11)
youQuentin (17:33)
Right. You are in it for the long term because you’re going to go to extra miles for your clients and they know they can trust you. I mean, they call on you and you’re answering. So, I mean, I again, I am loving just seeing your perspective and taking us into your world. I’m appreciating it. ⁓ Let me. Yeah.Tyler Moseman (17:49)
Andthat’s, I think that’s our biggest thing is when you look at like service providers, it’s like what other company would actually do that and be able to have that response time. And then, I mean, even know how to drive the boat. Cause this boat was actually, ⁓ it’s called a hacker craft. It’s completely handmade out of mahogany. So it’s, yeah. So, I mean, it’s a banger of a boat. I mean, they’re certainly not Trump change and they’re surprisingly delicate. So it’s also one of those things where even if you, know, if they didn’t have me.
Who would you call? it’s, you know, that’s also kind of the other things. I actually really liked that story for getting new clients, but yeah. Yeah, yeah, yeah, yeah.
Quentin (18:25)
Yeah, all right,listen, we recorded it and we gonna publish it over 1 million people gonna see this thing, so we like it. So listen, let me ask you this. What are you most focused on solving or scaling next? Like Mrs. Holler, what’s the next real goal?
Tyler Moseman (18:43)
I think the next real thing is to expand our just general service area because we had to keep it very tight in the beginning because it’s just a matter of, I mean, just staffing and like subcontractors won’t only go so far. And I mean, we’re still pretty remote for lack of a better term. it’s hard to find certain service providers that are willing to, in some cases, travel unless you give them such a premium. It’s like my customers are relatively high end, but youThey’re not going to pay two grand to have their furnace clean. That’s just not going to happen. So it’s a matter of still making sure that things are reasonable. ⁓ And then we can have response times to like the boating incident. Like if we have too large of a service area, if I’m an hour out or hour and a half or whatever, that kind of negates the convenience ⁓ factor of it that they’re paying considerable amount of money for.
Quentin (19:15)
garage.Tyler Moseman (19:39)
So, but now that we’ve figured out all of these logistical things, expanding that service area to the entirety of the lakes surrounding lakes in Saratoga, and just testing those markets to see, you know, are we going to be well received? Logistically, is this still going to work? And that’s kind of the, you know, the new goal and the new hump. We’re expanding the logistical nightmare. We feel like we’ve kind of mastered it for the time being. Now we’re expanding it. So I might go gray by 30, but it…Quentin (20:05)
Yeah.Listen, if you listen, you going boat hunting and stuff like that. So yeah, unfortunately, Mr. Tyler, may be you may be a great by 30. And I love it, man. That’s big. I’m expanding the service area. You mentioned moving into Saratoga. I mean, that’s big, man. And I know, you know.
Tyler Moseman (20:11)
Bye.Quentin (20:32)
that even the next movie can compound things or create total chaos, like depending on how you play it, right? But what I love, you said you figured it out logistically, you’ve put systems in place, so you’re ready for the challenge. And so I’m excited, man. I’m excited about what you’re doing, how your business is growing. ⁓ Now listen, you know, we got people that are listening and they’re either early in their journey or they’re looking to level up. And I love this question for you because you are a service person at heart.It sounds like to me you are a great connector. So I think people will benefit hearing this from you when it comes to building relationships and growing your network. What’s made the biggest difference for you?
Tyler Moseman (21:15)
I think the biggest thing is it sounds overly simple, but it’s actually just getting out there. Like go out in your community. And like, even if you’re a young bit of someone, are like, oh, I don’t have the time to do this. I’m like, you have the time. I’m like, don’t go watch that Netflix show and, you know, go volunteer and join a local board or do something that is like, you know, somewhat meaningful. Cause then people respond to that. Cause then they go, this person is actually a good person and they’re more likely to do a…business with you. Like I am a member and I don’t need to be because I don’t get any business ⁓ from like the local chambers. For me, it’s like subcontractor hunting because that’s a huge thing is making sure the subs that I do business with, ⁓ you know, that I can get the concierge level service that I need and just being friends with them. I mean, I go have dinner with like my general contractor who does a lot of my like more in-depth like kitchen remodels. I’m like right now he’s residing a house for me. So it’s
That’s very important. But the biggest thing, like I’m on the supervisory committee for a credit union. I’m on the fourth wave for the LGA, the late George Lincoln chair, which I’m on the next gen committee. I think I’m the vice chair of that now. And then the Conklin Center, I’m on the board of that too. We’re in remote area. They drive around older people and then disabled. So it’s just things like that where I’ve made invaluable contacts in the local community. And then just, you know,
for the lake itself to get clients, just a matter, again, of being out during the summer and not being afraid when you get clients after you establish a relationship with them after they’ve come in to be like, hey, what do think about your neighbors? And trying to get a referral that way and approaching it in a personal way. I never text or call them that. I wait till I visit them in person. And I always make it a point when the clients are here to visit them at least once. ⁓
Quentin (22:52)
Yeah.Tyler Moseman (23:05)
once a year essentially, because once a season in person so they can make sure I’m still a real person. This is still business, not just this construct in the cloud that have random people running all over the place. And having that personal connection with people is still very important. And I think it’s very, very lost in this digital age, especially for younger people. And especially for the demographic I’m serving. I the average age of my customer, think when I did this,Quentin (23:26)
Yeah.Tyler Moseman (23:33)
I think I did the calculation the other day, it’s like 67 or 68. So I mean, it was quite a bit older, but they’re the generation that very much still appreciate the face-to-face and a firm handshake. So if you don’t do that, then you’re not gonna do really good business with that demographic of people.Quentin (23:52)
Absolutely. Nah, man, you said it best. And I can’t even repeat how you said it, but what I glean, everything you saying is the relationships is everything. Get out there, get involved, do charity, get boots on the ground. Like get out there and handshake with people. And you talked about the connection X, but that’s, like you said, a lot of that is missing now, but I love hearing it from you because you’re showing people that it’s still valuable. It’s valuable to business building. It’s valuable to Long Jack.And so relationships are everything in this space. And I appreciate you. That’s why I wanted to ask you that question, because I knew the answer you would give would be so beneficial, especially from your point of view. So I want to thank you, man. Appreciate it. Absolutely.
Tyler Moseman (24:36)
I mean, the other, just want to add one thing to it real quick is alsothe, ⁓ to not be like pointed with people, if that makes sense, where it’s like, you know, I have client, I had potential clients around the lake that were like, well, we only really need, you know, a cleaner. I’m like, okay, administratively, it’s not really worth it for take you as a client because we’re not making enough money off, you know, one service to make it, you know, are worth it. So it’s like, here’s my cleaner, here’s your information. You know what I mean? So it’s a matter of giving people the,
Quentin (24:55)
Nope. Nope.Yeah. Wow. Yeah.
Tyler Moseman (25:04)
you know, the plugs locally to, you know, to, you know, everyone needs to be in business, right? And the more I help him, the bigger his business is going to get. And then he’s going to go off, you know, Tyler really did me right. And then he’ll, you know, there’s that reciprocal nature of business too, that, you know, you, you want, you need to have the mindset, like the abundance mindset that everyone can win and everyone should win. That is putting that amount of effort in. So I feel like that’s also a really big, ⁓ a big part of that too. Really like my competition. Like you want to compete with me? Go ahead.Quentin (25:10)
Yeah.Yeah.
Yeah.
There you
Yeah.
Tyler Moseman (25:34)
Bring it. It’s, it’s come on. Whatever you want to do, you do it. It’s, it’s, right. They try to take the client.Quentin (25:36)
Yeah. But yeah. Yeah. But you, but but you, but you not, yeah, but you not,but, they not you, man. They not you. And that’s, I mean, that’s the beauty of, and I, and I, know, I’m being honest. I’m, I’m, from what I’m listening for and I’m picking up, I’m just being honest. mean, I mean, we talked about it before we got on camera. That person, they try to give you a negative review, but they thought that you wasn’t associated with a person. that negative review was rightfully theirs because they’re not you, right? And so.
Tyler Moseman (25:44)
Yeah.Quentin (26:03)
Um, I, and I hear you, I’m glad you pointed that point in that last point because that’s, you are a service person at heart, but you’re also a businessman. So this is the, this is what it’s like to have somebody that’s real about business, but also real about service, the combination of the two, because you want to make sure all sides are taken care of. You want to make sure, listen, I’m not going to try to give you a service that you really don’t need, but I’m also going to serve you in the best way that I can to make sure you kind of get with you. And so.These are the things that I’m hearing. So this was great talking to you. Before we wrap, if someone wanted to reach out to you, connect with you, maybe collaborate or learn more about what you’re doing, what’s the best way for them to reach you,
Tyler Moseman (26:46)
Yeah, so I mean, just our website is, know, conciergeleaguegeorge.com. My email is just tyler at conciergeleaguegeorge.com. mean, anyone ever wants to reach out, I’m more than happy to, you know, give any input or someone wants, even like wants to start a similar business somewhere else, I’m more than happy and be like, here’s our roadmap, essentially. I actually just had two gentlemen, one in the Finger Lakes and one actually in, I believe it was Georgia.And they’re looking to start a similar business because they saw a need in their area. So I’m like, here’s the blueprint. and you know, if you me to be an advisor, I’ll do that too. I mean, it’s, it’s, you know, I am very much to the mindset that everyone, everyone can win. it’s, you know, buckle up. We’re going to, we’re going to do it. So.
Quentin (27:28)
There you go Absolutely. Well, Mr. Tyler, man. I thank you so much. I thank you for your story. Definitely thank you for your perspective. Just thank you for your time being here. I love what you’re building. I love that you’re building it the right way. And I’m just, it was just really, really a pleasure just being able talk to you today.Tyler Moseman (27:45)
Fantastic. Thanks so much for having me. It was fun.Quentin (27:47)
Absolutely.I appreciate that. Now listen, everyone else, you listen, you’ve got the value from this. Go ahead and subscribe. You do not want to miss out on upcoming conversations just like the one we had today. And so again, I say thank you, Mr. Tyler and to everyone else. We’ll see you on the next time.
