Letter from the CEO

January 9, 2012

Eight weeks ago, we invited our customers to tell us what they wanted from us. I was humbled when the popular answer was “more of the same.”

Of course, the beautiful weather at our User Retreat and a view from under the Golden Gate Bridge in Sausalito didn’t hurt—but it’s certainly gratifying that On-Site’s focus as a client-focused organization is being felt by our users.

Having co-founded On-Site over a decade ago, I am deeply indebted to our users for feedback that has shaped our organization. As I assume a new role at our company, I am grateful for this tremendous partnership with our customers and for the dedication of my co-workers toward our customer’s success.

I am counting on this continuing commitment as together we face consumers with ever-changing preferences and technologies that alter how we work and communicate.


As we move into 2012, there are several resolutions that define my vision for On-Site:

  • One size doesn’t fit all. While apartment operators often face the same challenges, the service they provide is not a commodity and On-Site must offer the sort of flexibility that allows our customers to differentiate themselves.
  • Focus on the user, all else will follow. Increasingly our user is our customer’s customer: the renter. When we moved leasing online, we built a solution to make it as easy to rent an apartment as it is to buy a book on Amazon or book a flight on Orbitz. And when we say “integration,” I believe it’s less vital to integrate with back-office software than it is to present an integrated, seamless, self-service process for renters. That’s what wins leases.
  • Remain American-made. We are Silicon Valley technologists, and our engineering and customer support teams are 100% based in the U.S. I believe it’s important to our customers that we are not outsourcing these jobs.

My new role offers the opportunity to further direct the future development and growth of On-Site. We have a strong foundation on which to build enhancements and extensions of our products—and a platform from which to launch innovations our industry has never seen.

Many thanks to our customers for your enthusiasm and support of our products and our people. I also want to express my gratitude and admiration for my father Tom, whose creative vision and leadership for On-Site—and for me personally—is an enduring inspiration.


Jake Harrington
Chief Executive Officer