A property management coach has urged property managers to constantly be evolving in order to stay relevant to their customers.
Managing director of Core Property Management Consultancy Vasili Hadzellis told Residential Property Manager it was no longer good enough to be “same-same”.
“The year 2014 is going to have to be different,” he said. “The SMS when you go to arrears, the email, that’s all same-same and all routine.
“It’s got to be out of the ordinary this year, such as communicating by video. If you’ve got an owner overseas, Skype them. Don’t just pick up the phone; commit to actually seeing them online and doing it that way.”
Technology was particularly important with younger investors entering the marketplace.
“They’re wanting instantaneous information. They want it there and then. They send an email, they want a reply, they leave a message on your mobile and they want an answer almost instantly," he said.
“Property managers are going to have to adapt how they communicate with their clients, so telephone or SMS might not be the standard form anyway.
“It’s going to probably be through Facebook or other means of communicating. Property managers need to embrace all the social networks to communicate and spread their message that way.”
Mr Hadzellis also called for property managers to be completely transparent and accessible with their clients.
“They need to be constantly on the forefront of being really consistent with communication, and in the spirit of all that, is to really nurture the relationship between the landlord and the tenant,” he said.
The property manager of 2014 was someone who was driven, had a vision and a plan, and understood and communicated their values and beliefs with clients.
“They’re not going in just talking about what property management is; they actually talk about why property management is important and why they’re the ones who are going to create that experience that ensures the [landlord's] investment is protected and they’re going to get the best quality tenants,” he said.