Maintenance runs 24/7.
It does not wait for office hours. And owners do not trust a process they cannot see.

That is why the shift from operator-managed coordination to AI-native autonomous execution.

In this conversation, David Normand (Chief PM of Vendoroo) and Marc Cunningham (CEO of Grace Property Management & Real Estate) break down how ROO turns maintenance from a reactive bottleneck into a controlled, around-the-clock workflow- and what becomes possible when AI stops generating answers and starts helping operators make decisions.

You’ll Learn:

⚙️ Why office hours no longer match resident expectations
🤖 How ROO moves beyond rigid troubleshooting
🧠 Why your best maintenance logic cannot stay trapped in one person’s head
📲 What happens after the resident submits the request
📈 What today’s automation numbers reveal about maintenance scale
🛡️ Where AI still needs human support

🎧 Listen now to hear how agentic AI helps property managers stop sleeping next to the emergency phone and start building a maintenance operation that works around the clock.

🌟 Stay Connected with Us

🤝 Connect with David Normand on LinkedIn
🎙️ Connect with Marc Cunningham on LinkedIn
📬Subscribe to Vendoroo's Weekly Newsletter
💼 Follow Vendoroo on LinkedIn
🌐 Visit Vendoroo's Website

Chapters:

00:00 Show Kickoff
02:01 Meet David Normand
02:33 Northeast PM Challenges
03:38 Bravado And Candor
05:51 Getting Into Property Management
07:04 Scaling To 600 Doors
09:18 Burnout And Going Big
10:31 FedEx Workflow System
12:45 From PM To AI Maintenance
16:41 Vendoroo Automation Today
19:23 How The AI Handles Calls
21:37 Instant Work Orders
21:57 AI Maintenance Texts
22:41 July 4th Washer Save
24:44 Smart Tips From Data
25:34 Custom Workflows Context
27:11 Vendor Selection Logic
28:14 Owner Trust Reporting
31:40 Scheduling And NTEs
33:05 Reviews And Vendor Chasing
34:10 AI Maturity Journey
35:46 Two Takeaways For PMs
37:05 Guarantee And Accuracy
37:39 Where To Find Vendoroo
39:17 Final Advice On Edge Cases

If you are treating net operating income as your ultimate defense against owner churn, you are banking on a metric that 92% of rental property investors say they are willing to sacrifice for a better experience.

The gap between delivering returns and keeping owner trust has never been clearer.

Pablo Gonzalez, Chief Evangelist at Vendoroo, breaks down the new PM Trends Report from Jordan Muela and Peter Lohman and the propertymanagement.com Maintenance Software Report - and the bigger story they begin to reveal when viewed together.

You'll Learn:

📊 Why 92% of owners would trade cash flow for a better experience
🏠 How maintenance friction creates kitchen table arguments and churn risk
🤝 Why AI gives teams bandwidth to protect owner trust
🏆 What the PM.com rankings reveal about perception versus performance
⚙️ How maintenance AI is shifting from task support to owning more of the work

🎧 Listen now to understand why owner retention is no longer defended by NOI alone, and what the latest PM reports reveal about the future of maintenance operations.

🌟 Stay Connected with Us:
🎙️ Connect with Pablo Gonzalez on LinkedIn
📬Subscribe to Vendoroo's Weekly Newsletter
💼 Follow Vendoroo on LinkedIn
🌐 Visit Vendoroo's Website

Chapters:

00:00 – Two Industry Reports Point To One Misconception
01:45 – The Gap Between PM Output And Owner Expectations
03:20 – Why Owners Trade Cash Flow For Fewer Headaches
04:14 – The Headache That Pushed An Investor Out Of Real Estate
06:12 – One Maintenance Bill Can Break Owner Trust
07:30 – Kitchen Table Arguments Create Churn Risk
08:12 – Why Net Operating Income Will Not Prevent Churn
09:16 – AI Bandwidth Protects The Owner Relationship
10:58 – Performance Outcomes Versus Market Perception
11:41 – The Architectural Shift From Coordination To Execution
14:14 – Putting Out Embers Before Resident Issues Escalate
15:55 – Are You Playing On Hard Mode With Legacy Software? (The Threat)
16:48 – Playing The New Maintenance Game (The Opportunity)

If you are still anchoring your belief in what is possible to legacy software, you are keeping yourself confined to a version of property management that no longer exists.

Pablo Gonzalez and Stacey Salyer reveal why the industry is trapped in a cycle of mediocre AI exposure and how a new category of Agentic teammates is pushing the boundaries of what is operationally possible.

🤖 The difference between Generative AI and Agentic AI
📉 How Agentic AI makes the "250 doors per person" rule obsolete, allowing one person to oversee 1,500+ doors
🏥How to stop the task-chasing cycle and reclaim your mental health through automated maintenance decision-making
🕵️ Using AI agents to scan years of raw data to see how a company actually operates before you buy it
👩‍💼 Moving from a "worker bee" to an owner-broker by removing the mental load of daily minutiae
🏨 Why the future of property management is modeled after world-class restaurants, not just fixing toilets.

🎧 Listen now to understand how to move from a manual bottleneck to a high-hospitality operator.

🌟 Stay Connected with Us:

🤝 Connect with Stacey Salyer on LinkedIn
🎙️ Connect with Pablo Gonzalez on LinkedIn
📬Subscribe to Vendoroo's Weekly Newsletter
💼 Follow Vendoroo on LinkedIn
🌐 Visit Vendoroo's Website

Chapters:

04:16 – How Fast AI Accelerates
05:59 – The Mistake Of Bringing Past To The Future
07:18 – Why Old Categories Fight New Categories
11:00 – How AI Thought Leadership Becomes Decentralized
11:48 – Agentic AI vs. Generative AI
13:43 – The Current Level of AI's Judgment
14:14 – Maintenance As PM's Hardest Problem
15:10 – Sign Of A Great Hire
15:31 – Why Vendoroo Had To Own The Outcome
16:51 – What 98% Automation Looks Like In Maintenance
22:10 – How AI Changes Door Count Capacity
22:43 – The Role Of Humans During Automation
23:37 – Property Management Is Relationship Building
25:11 – Why Managing By Exception Becomes Possible With AI
29:58 – Why Hospitality Becomes The Next Differentiator
34:17 – Why Property Managers Become Jaded
39:06 – How AI Can Help Acquisition Due Diligence
41:55 – How AI De-Risks Post-Acquisition Operations
43:14 – Why Implementation Risk Matters More Than Tech
49:20 – Stacey’s Vision For Gen Z In The PM Industry
51:25 – Why Stacey Wants More Women Buying Businesses