By Sonya Borba
•
December 30, 2020
One of the biggest headaches a property owner or investor faces is tenant turnover. The root cause is often unhappy residents. They are more likely to abuse or neglect your property and may not report a maintenance issue until it becomes an expensive repair. They can give your building a bad reputation and make it difficult to find new residents. Furthermore, too many empty units make it difficult to raise rents for the units that are occupied. The good news: the best weapon you have is a customer-focused property manager who: Communicates with you, vendors, and tenants frequently Is transparent and does not withhold information Treats everyone with respect and honesty Does the right thing and looks for ways to solve problems, not escalate them Attends to maintenance issues promptly Keeps you informed, so there are no surprises Find a Hidden Gem: Build Your Property Manager's Skills and Confidence What happens if your property manager is not up to the job? Sometimes all it takes are simple changes on your part to discover your property manager has potential after all. Adjust your expectations. Have you been clear and consistent from the start? Are you expecting your property manager to work the way you do? If either of these is true, reassess your behaviors first. Learn more about your property manager, especially now with the challenges presented by the coronavirus. Even if you already have a good relationship, reach out and find out how they are doing. Discover what has changed for them. They may be facing eldercare issue, homeschooling for young ones, and their own fears, stresses, and uncertainties. Understand their underlying concerns and, if necessary, adjust your approach and expectations accordingly. Level with them. It is not fair if you are not honest and open with your property manager. Give feedback as promptly as possible. Use specific examples whenever you can. Ask for their thoughts, explain what you observed without blaming your manager, then give guidance for improvement. For example, "Ms. Jones seemed pretty upset. What do you think was going on?" After hearing your property manager out, provide feedback, and suggest a better way to handle the issue. Do not lecture. Make this a two-way conversation and an opportunity for learning. Help them learn to self-correct. Ask questions like, "How do you think you could do better in the future?" or "What else could you do to avoid this the next time it happens?" Build self-awareness and confidence by showing you trust they can improve. Stay in touch. It is your job to communicate with your property manager and keep them in the loop. This is not one of those times where "no news is good news." Schedule regular contact and stick to the schedule. This critical touchpoint communicates respect and encourages openness. Our Secret for Success At Borba Property Group, we work with our heads and our hearts to help owners and investors overcome challenges like tenant turnover. We believe in keeping our team of top-notch property managers happy, starting with hiring the right person for the job. Then we ask them to embrace our family spirit, have fun, play as a team, and acknowledge a higher power that moves our company. If these sound like the type of managers you would want for your property, contact us to see how we can help you.