Q. I’m receiving an increase in complaints about communication. How can I help my team manage landlord and tenant expectations more effectively?
Communication and expectations: Two words that, in the property management world, affect everything we do.
Unfortunately, there is not a checklist to follow to simplify and streamline this part of a property manager’s role.
First, set communication standards for your team.
Some of these are simple things such as a time frame to return phone calls/emails in, acceptable language to use, and the right communication method. Don’t hide behind email all the time.
Next, set expectations with your clients. Being realistic at the start of the relationship is essential. Over-promising won’t get you anywhere.
Consider asking the right questions, building trust and rapport, and outlining the expectations of how, when and who we communicate with.
Throughout the relationship, expectations can change as the situation changes.
Help your team by helping them manage tricky situations early. Provide the knowledge and confidence to ask the right questions to get the best outcome, empower them to make decisions and have the self-awareness to know that a reaction isn’t always about them.
As a principal or department head, help your team understand each client is an individual and has different reasons and motivations for investing and leasing a home.
It’s the individual approach that we take with each client that will help keep the relationship positive, even when things go wrong.
