Casa-Cast

It's exceptionally rare to find somebody
who is so perfectly fit for a job.

Jackie Knorr just happened to be one
of those people with her experience

as a property manager, her time as a
streamline trainer, her passion for

helping people, and a true joy of
watching other people build their future.

Jackie was the perfect person to become
a Casago partner success manager.

I know as you get to know her, you're
going to find the same admiration

and respect for her that I have.

I'm Steve Schwab, and this is Casa-Cast.

It's the CasaCast, created by CasaGo.

It's time for the show, let's go!

. Hi Jackie.

Hi.

Thanks for coming on the show.

Thank you for having me.

So for those of you who don't know,
Jackie is our new partner success manager.

. , in our last episode, we talked to Bill
Johnson about his journey through Casago

and the fact that he's retiring now.

And for the past six weeks, Bill's
been training Jackie and I can't tell

you how happy I am that she's here.

I wanted to come work
for Casago for years now.

And during the last Keystone event,
I got to know Jackie really well.

And I was even more sure at that
point that I was going to find a way

to get her to come over to Casago.

So, Jackie, welcome to Casago.

Thank you.

I'm so excited to be here.

Wow.

We're really glad to have you.

Jackie, you've had a pretty interesting
background between commodities and

tech and , a pretty diverse career.

, what was your very first job?

Ever?

Ever.

Ever.

My first job ever.

Well, babysitting was first,
but that doesn't really count.

But outside of college, um, I was a
long distance telephone salesperson.

So I was selling long distance
packages door to door.

And the company that I worked
for also had payphones.

Wow.

Yeah, so that dates me a little bit.

There's something of a paradox there that
you're selling long distance door to door.

Yeah.

Yeah.

. So yeah, you've done a lot
of sales and then you moved

into being a commodity broker.

I did.

I did that for nine years.

So there's a little bit of a gap there.

I went back to school and got
my degree and , then I went into

commodities and I was helping, , new
traders get set up on their account.

And then I moved to Arizona
and had my own office and I

ran that for seven years here.

What'd you get your degree
in ? It's in marketing.

Okay, totally unrelated, but yeah,
that's how it usually is with colleges.

Yeah Yeah, and so what are
your favorite commodities?

I traded the e mini S& P and I just
found out that's what Judy trades.

Most of my Portfolio was made up
of day traders like Judy But I did

get some farmers that were hedging
their crops and that sort of thing.

And then you went over to GoDaddy.

Yes.

Yeah, that company got shut down
unexpectedly and , found myself searching

for a job and I found GoDaddy and I
started in their outbound sales program.

Super, super hard.

It was quite the transition
from inbound sales to outbound.

, and I, made it a year and then , I
transferred into, front of site chat.

So I was taking incoming chats
on the, on their website.

Still sales, but, um, , it was a lot
easier and then I did three years with

their training and onboarding department
training new employees on how to sell and

how to, , really nurture people that are
trying to build their online business.

Oh, that's cool and very relatable
to what we're doing here, right?

Yes.

Yeah.

Actually it is.

Yes.

How did you end up at streamlined ? Did
you know Josh Guerrera there?, I know

him, . Did you know him at GoDaddy?

I don't think our paths ever crossed.

Yeah.

So, 2018, I, . ended a
really bad relationship.

, I packed up my car after moving my
daughter to out of state college and

I, I drove to Mexico and I stayed
there for about six months, , just

healing and deciding what I wanted
to do with the rest of my life and I

came back and I saw a position that in
the training department at Streamline

and that's how I ended up there.

So you ended up, in training.

Mm hmm.

And you must have loved it.

I did.

Yeah, I really did.

It's really speaks to my heart.

It makes me happy helping people
and what a great way to help

someone is to start a new business.

I onboarded hundreds of new clients
with Streamline walking them through

that process and very rewarding.

Yeah.

You've mentioned multiple times
that you're really passionate about

helping people and I've seen it.

I've seen you jump in to the middle of
conversations or to where people need

help and contribute, making sure that
, they're finding their success . Yes.

I, I'm very passionate about that.

So thank you.

So is that where you met Mike?

Yes.

At Streamline.

We actually, We actually met a year before
that, , but we didn't speak to each other.

So a coworker that, , I worked with
at GoDaddy was working at Streamline

and she was leaving in 2018 and
they had a going away party for her.

And , Mike was there.

, we were sitting at a long table and
he was a few people away from me.

, so I, I remembered seeing him, but
we didn't really have a conversation.

But then, I started at Streamline
and we were both single and yeah.

And the rest is history.

Yes.

He's such a great guy.

He is.

Yeah.

And we actually got
married in Rocky Point.

Did you really?

We did.

We're, , we're in Rocky Point.

, on the beach outside of Playa Azul.

Okay.

That's wonderful.

Uh, I remember the first time I met
Mike, I didn't marry him like you did.

No, but, uh, he was kind
from the day I met him.

You can't help but like the guy
from the minute you meet him.

He's just this incredibly good natured,
kind, like authentic human being.

And it's obvious why you
guys are a match there.

Thank you.

Yes.

He's very kind.

.
You left Streamline after a while and
went to Mexico and managed some properties

. . Yeah, I was at Streamline for a little
over two years and then, , actually

was recommended to this, , investor
because of my Streamline experience.

He had, , 13 units on a semi private
beach in between Cabo and La Paz.

And they were using Excel spreadsheets.

and a GoDaddy WYSIWYG, , website.

And so, he wanted to bring them
into the 20th century, so we got

them set up on Streamline, and it
probably took us a couple months to

get everything going, and, the third
month, then the website went live.

And so, I managed those properties for,
, about 15 months, and, , We increased

revenue by like 67 percent just with all
the tools that we had at our disposal.

So it was a great experience.

What was some of the techniques or
tools that you implemented that really

moved the needle for those properties?

Well, first of all, , it was really
tough for me as a woman to actually go

down there and connect with the team.

It took them months to even trust me.

And to even speak to me about, , things
that they were struggling with.

And so, team building was
number one thing on my list.

I needed to make sure that
they knew I was there to help

them, and that we were a team.

We were going to be able to
work together to make everything

that they were struggling with.

having to deal with on
a daily basis better.

So that was, , that was a struggle
for me because I know what my

intention was, was only to help.

And so they were very
standoffish at first.

, so I would go down, , about once a month
and spend a week there and just let them

know what they They could come to me with
any issues, , if things weren't working

properly, how can we make it better?

And so dealing with
housekeeping and maintenance.

was fun and then we had an onsite
manager, which was awesome.

And he's actually still there right now.

, everybody was a little hesitant to
make some of the changes that we

wanted to implement, but, , using
the software was huge for them.

like I said, they were using
Excel spreadsheets and WhatsApp

actually to communicate.

And so having Streamline available and
being able to see when check ins were and

what cleans needed to be done, it just
really, , really made their jobs easier.

And at first they were so hesitant, but
once they started using it, they could

really see where it was gonna be helpful.

So as you're trying to build their trust.

new team, new leader, establishing
your, , credibility with them,

establishing that you're on their side.

Was there a turning point?

Was there something that happened or
was there something that specifically

you found that you were doing to
help build trust with that team?

Well, I'm not fluent in Spanish,
so I always had the onsite

manager there with me translating.

But I thought it was super important
to not just like go and sit in the

office, but actually be with them when
they were doing cleans or if they had

some maintenance things to attend to.

I was there and I'm very hands on.

So if we needed to move rocks, I was
moving rocks or whatever it might be.

And I try to listen to, , their needs.

Like what little things could I do
that would make a big impact for them?

And so one day, , we were trying
to clean up the beach and the

rakes that they had were awful.

And so I just went into La Paz.

I bought some new rakes at Home Depot
and I came back, I'd spent 10 and

They were ecstatic that they would
be able to do their job faster and

easier and something so small, so
minimal, but it made a big difference.

And I think they could, from that
point on, they realized that I was,

there to help and I was invested
in it just as much as they were.

Yeah.

I love that.

Isn't it funny how seemingly small
gesture, making sure somebody feels seen.

, and cared about can change
the dynamic of an entire team.

Absolutely.

Yeah.

Really cool.

So Jackie, as you're moving
into the partner success manager

role, . Big shoes to fill.

Yeah.

Yeah.

He's very loved.

Yeah.

What are some of the things you're
looking forward to, , as you start

to work with the, the partners and
finding ways to make them successful?

Yeah.

So it's interesting that the, the week
is made up of, , calls with the partners

and, , It's, it was good for me to
hear how Bill would handle the call and

what he would talk about during, , that
time and , what I'm going to take from

that and what I'm going to add to it.

So I'm so excited to First of all, learn
about all the different markets because

each one is a little bit different.

And I like to start by asking questions,
, finding out where, , guests are coming

from, are they drive to locations,
where are the reservations coming from

that they're seeing now, and then just
having a conversation about how we can

grow the business and how we can help.

That's what I'm most excited about.

I think you're gonna be great at it.

I'm excited to watch you, move
into that role . Thank you.

It's going to be great.

Now, Jackie, something you're really
passionate about is vacational advocacy.

Yes, I am.

How did you become
passionate about advocacy

.
. So, uh, advocacy, it's always been at the
back of my mind, , because I'm a traveler.

I've loved to travel and I do yearly
trips with my daughter and she makes me

go to crazy places and do crazy things.

But we usually stay in a vacation
rental and, , being in the industry,

Streamline introduced me to rules
and regulations and it is kind of the

Wild West and it is a new, , industry.

And so, , I want to make sure that
everybody can have a great vacation

and experience with their family.

And most recently, actually before I
came to Casago, I was with Guest Ranger.

And I could see that there doesn't
have to be such a black and white,

this is how the state should be.

or the homeowners want to see vacation
rentals operate, but with tools that we

have, like Guest Ranger where you can
verify the guests before they arrive,

you can give some peace of mind, not
only to the person that owns the home,

but to the neighborhood in general.

And so, , I I became active in favor of
Florida Alliance for Vacation Rentals

as, , an , advocate on their board.

And from there, , I found out that
there's a, a local advocacy in,

, Arizona called AZRT, Arizonans for
Responsible Tourism, and I'm on their

communication and education committee.

And then most recently, I became
a member of my, board member

of my local HOA where I live.

And we don't actually allow short
term rentals in where I live, but

they do allow for six months or more.

And I just want to be involved in
the conversation and Educate and

make sure that people are aware
of what options are out there.

It doesn't have to be banning.

Yeah.

And it doesn't have to be
the wild, wild West either.

, Tools like guest ranger really help
those good actors who are trying to love

the community, not use the community.

who want to be responsible to the
neighbors, who want to be part

of the solution, not the problem.

And I love that you've got
to work with Guest Ranger.

, I believe that it's the right tools to
have when you're placing people into a

community that they, , are visitors to.

I agree.

Yeah.

Yeah.

Jackie, you've been
here now for six weeks.

I have.

What's your favorite letter
or line from the Orange Credo?

So one of the things that stands out
to me the most, is actually one of

the four steps of orange hospitality,
and that is own the relationship.

And so relationship building is so
important, especially in this business.

But owning that, , communicating with
the whoever is on the other side of the

conversation and making sure that it is a
conversation, that there is back and forth

and that you're listening to understand
and not listening just to answer.

, but that's really part of helping people
is really just relationship building.

, and that's the part that
stands out the , most to me.

Ah, that's a good one.

Thank you.

, well, Jackie, thank you for coming on.

Really appreciate, , getting to know
you and I know all the partners are

going to just love working with you.

, . All right, let's go.

Let's go.

It's the Casa-Casts!

We're so luxurious!

The CosaCasts!

They all want to be us!

The Casa-Casts!

Just don't call in an Airbnb!

Okay?

It's the CosaCasts!

We've got Orange Credo!

The Casa-Casts!

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