Delivering harsh truths is one of the most important skills property managers can have, two industry heavyweights believe.
Industry coach Tom Panos said that while it can be difficult to approach landlords with bad news, “going ugly early” is the best approach.
“This is one of the most important skills you can have in property management – telling landlords what they need to hear, not what they like to hear,” he told the PPM National Property Management Conference.
“Have crucial conversations with people because the only thing that causes problems in business is when people don’t say to the other person what’s in their stomach that needs to be said.”
Kylie Meier from PRDnationwide, who recently received the group’s Property Manager of the Year award, said upfront communication with clients was one of the reasons for her success.
“In our industry a lot of things can happen with their investment, and that investment is like their baby,” she told RPM.
“If I don’t communicate every single thing to them, I don’t think it goes well on my side.”
Ms Meier said maintaining regular contact with landlords is vital, with everything from repairs to rent increases or market updates.
“Communication is the biggest thing; as long as you let them know what’s going on, whether it’s good news or bad news, they’re very appreciative,” she said.
[Related: Wanting to improve your communication levels]