I agree the two issues I hear about the most are lack of customer service and transactions taking too long to execute. 

They might even have someone on staff that can draw up the needed plans but I would not pay for it if the plans need an engineer's stamp.

Would need him to sign executive rights to the property with a fixed sales price at closing. 

They're responsible for the execution of the projects.  

If you had a larger property management company, they might have someone on staff to do this work.  

The alternative is having the owner call the utility company and provide a deposit then get billed for usage and have the deposit returned by check once the new tenant takes over service.In my opinion, It is only a good idea to rent furnished homes when the property is a short term rental, executive/luxury home, or a student rental and you don't care what happens to the furniture.  

Usually the only properties that are furnished are vacation or executive rentals, not long term (1 yr+) rentals.Ed

Has anyone used a mystery shopping company to find out how well your staff is perceived by others?  

Yes, the resources and advice provided by Josh, Brandon, and the BP staff is top notch.

Start engaging and speaking to local government officials, restaurant staff, property managers and anyone else who is actively involved in the community.