Meet Karen. She manages 120 rental units across Vaughan — condos, townhouses, apartments. Every tenant has her number. And they call about everything: leaky faucets, noisy neighbours, broken buzzers, lease renewals, lockouts, and parking disputes. Karen can't be everywhere at once. But her tenants expect someone to answer. Always.
6:15 AM
The Frozen Pipe
A tenant in the apartment building calls — no water, pipes likely frozen. It's -18°C. Three other units in the same building are probably affected. Karen is still in bed.
Without Polaris
Voicemail. The tenant calls the city. Other tenants start texting each other and posting angry messages in the building group chat. Karen wakes up to 12 messages.
With Polaris
AI answers, assesses the situation — which building, which floor, any visible damage — advises the tenant to keep a tap slightly open, and immediately alerts Karen and the maintenance team. Books an emergency plumber for 8 AM.
URGENT — Building C (45 Keele Ave), Unit 302, no water, suspected frozen pipes. -18°C overnight. Likely affects units 301–304. Emergency plumber booked 8 AM. Tenant: Paul Nguyen.
Emergency handled before Karen even got out of bed
9:30 AM
The Showing Gauntlet
Karen has 3 unit showings this morning for a vacant 2-bedroom ($2,400/mo). Between showings, 6 calls come in — 2 maintenance requests, a lease renewal question, 2 more prospective tenants for the vacancy, and a noise complaint.
Without Polaris
All go to voicemail. The 2 prospective tenants book viewings at a competing building. The maintenance issues fester. The noise complaint tenant feels ignored.
With Polaris
All 6 handled. Maintenance requests logged and forwarded. Lease renewal info provided from knowledge base. Both prospective tenants booked for afternoon showings. Noise complaint documented with details.
2 additional showings booked — vacancy filled faster
12:45 PM
The Condo Board President
The president of one of Karen's condo boards calls. The board wants to discuss switching management companies — unless Karen can demonstrate better communication and maintenance response times. This is a 40-unit building worth $48,000/year in management fees. Karen's eating lunch at her desk.
Without Polaris
Missed while she steps away. The board president takes this as proof of the communication problem. They start interviewing competitors.
With Polaris
AI answers professionally, acknowledges the concern, asks about specific issues the board has experienced, and schedules a board presentation for Karen next Thursday. Captures the key pain points so Karen can prepare a response.
HIGH PRIORITY — Condo board president (Maple Ridge, 40 units), considering switching management companies. Key issues: response time, maintenance follow-up. Board presentation booked next Thursday 7 PM. Contact: Helen Park.
$48,000/year management contract saved
3:00 PM
The Lockout
A tenant calls — she locked herself out and her toddler is napping inside alone. She's panicking. Karen is at a different property dealing with a contractor.
Without Polaris
Voicemail. The tenant calls a locksmith who charges $250 and damages the doorframe. Karen gets a furious email that night.
With Polaris
AI answers, recognizes the urgency — child inside — immediately contacts the maintenance team for an emergency key drop-off. Provides the tenant with the ETA (15 minutes). Sends Karen a heads-up notification.
URGENT — Lockout, Unit 7 (Townhouse Complex B), toddler sleeping inside. Maintenance dispatched with spare key, ETA 15 min. Tenant: Fatima Al-Hassan.
Crisis resolved in 15 minutes — tenant grateful, not furious
4:45 PM
The New Landlord
A first-time landlord calls — he just bought a duplex and needs help managing it. He's heard Karen's name through the local real estate investor community. This is a new client: 2 units, $6,000/year in fees, with potential to grow as he buys more properties. Karen's driving to her last stop.
Without Polaris
Missed call. He calls the next property manager on Google. She loses the client and all future referrals from the investor community.
With Polaris
AI welcomes him, asks about his property — type, location, current tenants, condition — his management needs, and timeline. Books a consultation for Wednesday. Mentions Karen's experience with investor clients.
New client lead — Derek Chung, first-time landlord, duplex in Woodbridge (2 units), both occupied. Looking for full management. Consultation booked Wednesday 11 AM. Referred by investor network.
$6,000/year new client + investor network access
10:30 PM
The Late-Night Leak
A tenant calls — water is dripping from the ceiling in their bedroom. The unit above them might have a burst pipe or overflowing tub. Karen is asleep.
Without Polaris
"You've reached Wu Property Management. Please leave a message..." — The leak continues overnight. Ceiling collapses at 3 AM. $15,000 in damage to 2 units.
With Polaris
AI answers, assesses the severity — steady drip vs. gushing — instructs the tenant to place buckets and towels, contacts the upstairs unit to check their water, and alerts the emergency maintenance line. If the upstairs tenant doesn't answer, the AI advises shutting off the building water main and provides instructions.
EMERGENCY — Water leak, Building A Unit 204, dripping from ceiling. Possible issue in Unit 304 above. Maintenance alerted. Advised buckets + towels. Upstairs tenant contacted.
Damage contained — $15,000 in potential repairs avoided
"Your tenants don't care that you manage 120 units. They care that someone answers when their ceiling is leaking at 10 PM."
Polaris makes sure every tenant feels like your only tenant — even when you're managing four buildings, three contractors, and a condo board.
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Questions? Call us at (289) 236-4255
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