Challenges Faced By Property Managers When Communicating With The Landlords

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When it comes to Property Management, the title of the TV series, “Nightmare Tenants; Slum Landlords”, clearly summarizes that there are two sides to the same coin. However, in reality, the main cause of conflict in rental disputes stems from poor communication.

Communication is believed to be the key to any great relationship, whether romantic, professional, familial or even the humble relationship between Landlords and Property Managers, with Property Occupants wedged snugly in between.

As a Property Manager, your biggest part is to act as an intermediary between Landlords and Property Occupants renting out their property.

Occupants submit a request to the Property Manager, the Property Manager forwards it to the Landlord, who gives instructions to the Property Manager, who then takes it back to the Occupants, as well as the applicable Field Service Suppliers in case of repairs or maintenance work. Sounds simple, right? Unfortunately, that’s not always the case!

Why Effective Communication Between Property Managers & Landlords Is Important?

Making effective communication at the center of the customer service strategy helps Property Managers to better understand and cater to the needs of the Landlords. In this blog post, we will discuss the long-term benefits that consistent Property Management Communication has for the company.

Increases the Life-Time Value of a Customer

Occupant retention drives immense value for your business and increases the bottom line, which is why it’s one of the most important functions of managing properties. It is evaluated that, when you successfully retain one Occupant itself, the business can save an average of $1,750 per unit per month from Occupant turnover costs like administrative work, vacancy, and advertising & marketing.

For a property of 100 units with a 95% retention rate, Property Managers can save close to $2 Million per year.

The best way to avoid turnover and increase retention is to effectively communicate and maintain a good relationship with the Occupants.

Builds Trust & Unity

Following up with the Landlords regularly helps you to build a long-term relationship. They will be more invested in their properties.  Building positive relations will also lead to more harmony and fewer conflicts that Property Managers would otherwise need to dedicate their time and effort to.

Reaching out to your Landlords regularly with relevant information is crucial to improving their experience and perception of your company.  Your business is in a better position to build a positive reputation and revenue growth.

To Ensure the Safety of Landlords & Their Properties

Many property communities face either human or natural-related disasters.  Be proactive and inform Landlords quickly on what is occurring because it’s critical to ensuring safety and saving lives.  Especially in light of the ongoing pandemic, Property Managers must let Landlords know about sanitization measures, safety protocols, amenity policies, and contactless payment procedures, or any temporary payment deferment opportunities. Providing helpful resources and information at the right time gives Landlords peace of mind and builds their trust in your service.

Reaching out to your Landlords regularly with relevant information is crucial to improving their experience and perception of your company.  Your business is in a better position to build a positive reputation and revenue growth.

Enhances the Reputation of your Company

We live in a world of social media, and today everyone has an online voice and an opinion to match. With the basic fact that you cannot please everyone coupled with the growing demand for perfection and people having their ‘rights’ met, we are seeing an increasing number of consumers vocally critical of the services that they receive. 

We need to accept that those social media complaints are standard, and getting a bad Google review can occur easily (especially from a disgruntled Landlord who didn’t get their whole bond back). It’s all about your response to complaints and bad online reviews that’ll determine the end result, not the complaint itself.

How To Overcome The Challenges Faced When Communicating With The Landlords?

Respond to Landlords’ Requests in Real-Time

Landlords expect their inquiries to be answered in real-time. They don’t prefer to wait for a long time on the phone or for days at a stretch for their calls or emails to be answered. Effective and prompt communication with Landlords will make them happier and enhance their customer satisfaction.

Property Managers must update about anything that occurs with the rental property, such as rental payments, maintenance issues, or if the Property Occupant has given the notice to vacate.

Whether the request is to fix a slightly leaking tap or their shower has stopped working completely, never leave your clients hanging and always respond to all inquiries and requests at a lightning speed. Similarly, you will be required to get this info back to the Landlord quickly and smartly.

Be Friendly, Approachable & Professional

A Property Manager has to stay dedicated, act promptly, be inventive and productive, to get along well with people; particularly, an ability to communicate effectively will help him prevent possible disagreements that can later cause them trouble.

As you expand the business, your regular clients will keep calling for advice over matters related to housing, including zoning problems, how to deal with borders, and the best practices in achieving their goals. No matter how hard your work is, don’t let your Landlord & Occupants feel like every time you reach out to them, it becomes a huge disturbance in their lives that they really could have done without.

Be friendly and open-minded, and never be “too busy” to discuss with the Landlords if their request is genuine and reasonable. This will simply create hostility and mistrust amongst all the parties involved.

Be Aware of Your State Laws and Codes of Conduct for Property Managers

All states have laws, rules & regulations, and codes of conduct that Property Managers and Real Estate Agents should follow. Ensure you check your relevant state government website for the latest guidelines and codes of conduct, and ensure you follow them to the highest standards

Make Use of Smart Technology

This is especially true if you manage multiple properties for several clients, which most property managers do. There is no great way to stay on top of things without the help of some smart technology. So ensure you have a system or program in place to keep track of everything that happens to each of the properties you manage.

Property Management Software is great because it helps you do this immediately so no more being chained to your desk when you want to be out there making good communication happen! 

You can also log in and see all in-progress tasks at a glance.  Furthermore, by saving time from following up over the phone, your business can improve team efficiency, overall operations, and profitability.

The i4T Global Software, helps Property Managers increase their profitability and productivity by improving the communication between the Landlords and enhancing customer service, and building strong relationships.

i4T Global Platform allows you to reschedule appointments and automatically send text message reminders that the Landlords and Occupants can easily reply to for last-minute inquiries or further instructions. Therefore, you can manage all your appointment confirmations, cancellations, and rescheduling in a single, user-friendly interface as well as get full visibility into your assignee’s daily workload.

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