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PMs confuse ‘professional’ with ‘strictly business’

13 June 2014 Staff Reporter

One of the country’s leading agents believes not enough property managers are treating their clients like human beings, and they're losing business because of it.

Jarrad Mahon, director at award-winning Investors Edge Real Estate, said property managers who have a ‘strictly business’ relationship with clients are losing favour fast.

“You want to connect with every client personally and professionally,” he said.

“While many confuse a ‘strictly business’ approach with ‘professionalism’, the fact is your clients can get that kind of ‘professionalism’ anywhere from any property manager.

“Get to know your clients as human beings — take notes if you need to. Make sure you recognise your clients and address them by name when they walk into your office.”

While a level of human interaction is necessary, the LPMA 2014 Property Management Company of the Year also has rigid guidelines for all clients.

“We have a very thorough sign-up process where we let landlords know exactly what our responsibilities will be and how we will carry them out, as well as what we expect of their tenants and of them as the landlord,” Mr Mahon said.

“When it comes to day-to-day management, you must let your clients know exactly what you are going to do for them.

“If you are sorting out maintenance on a property, establish a timeframe to get back to them and diarise it to ensure you don't drop the ball.

“If an owner or tenant has to call you to find out what is going on, then you have not been proactive enough with keeping them updated.”

Keep an eye out for Mr Mahon’s blog on Monday next week, where he will go into more detail of the inner workings of his award-winning business.

PMs confuse ‘professional’ with ‘strictly business’
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