Task-driven property managers should shift their focus to improving relationships with owners, says a PM director.
Coronis Realty property management director Jodi Ford said too many property managers still have a mindset that is task-based.
“I've found that in most real estate businesses, property managers are completely focused on the tasks and not on the owners. The focus has to be on the customer service and the relationship you have with the owners, as opposed to the day-to-day tasks,” Ms Ford told Residential Property Manager.
“What we found in different businesses, when I did training and so forth, is that if more task-focused people made mistakes, owners were not very forgiving because all they expected from them was the tasks,” she explained.
With a strong relationship in place, owners are likely to be more forgiving when mistakes are made, said Ms Ford. In the event of a slip-up, her policy is to call the owner and say, "I am so sorry, I stuffed up, I promise I will fix it."
Ms Ford believes this outlook has actually become her greatest selling point.
“Property management is very task-oriented, so when you are trying to win the business, people will ask, ‘What do you do differently to every other real estate agent?'” she said.
“At the end of the day, you do your routine inspections, you do your bond finals – and you have to do that at a high level – but we always have strong communication lines. That is our point of difference.”