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PMs warned about breaking promises to tenants

02 July 2014 Elyse Perrau

The worst habit a property manager can develop is to “over promise and under deliver”, and unfortunately it is a frequent occurrence in the marketplace, according to a general manager at a leading network. 

LJ Hooker Cessnock general manager, Mellissa Gibson, a finalist in this year’s REB Awards for both BDM of the Year and Property Manager of the Year (regional), believes this issue has the biggest impact on a property manager's business, and it is one thing she is intent on avoiding. 

“[However] unfortunately it certainly does happen in the marketplace,” she told Residential Property Manager.

“It [can be] great for us because when a walk-in or a phone call comes in, it is basically because a property manager from another agency has over promised and under delivered,” she added.


In combating the issue, Mrs Gibson said she has implemented policies, procedures and checklists for property managers.

“For me, it is knowing your limitations. So I wouldn’t say I would call someone if I knew I wasn’t going to be able to do that, and a lot of it comes down to confidence in one’s self, and being knowledgeable and just working within your own timeframe,” she said.

“We have a rule that before you leave the office all emails and phone calls must be returned, so if you know you are going to be out and you are going to make a promise, you should say 'before close of business today'.”

On the subject of educating landlords, following comments about training being the key, Mrs Gibson said she provides a comparative marketing analysis on what properties have recently leased and the number of days on the market.

“I match landlord’s properties with comparative rental properties in the area and I email that to them. It is a very helpful tool so they can understand what is happening,” she said.

“It is easy for property managers to say 'drop the rent, drop the rent', but I am very sceptical so I have to have proof.” 

PMs warned about breaking promises to tenants
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