Property management scripts should be flexible documents that teams regularly change based on their experiences, an industry trainer believes.
PPM Group managing director Debbie Palmer told RPM the key to crafting a great script is about developing a handful of catchphrases that can be used in all situations.
Ms Palmer said property managers should never get personal with their communications but focus on the facts.
“Scripts should focus on the ‘sizzle’ or the benefit to the other person as well as the consequences for their actions or non-actions,” she said.
“Remind clients that they are valued and important at all times, empathise with them, offer understanding, thank them for drawing the issue to your attention, apologise that it has happened – even if you don’t know the facts, state that you will act and, if all else fails, get their feedback.”
Ms Palmer said every member of the team can help craft the right scripts and dialogues by offering their individual experiences.
“I definitely think everyone should be part of the process and it should be a monthly thing where the team gets together for an hour, identifies three or four key areas, and then comes up with a script,” she said.
According to Ms Palmer, a good way to encourage team involvement is to incorporate role-playing into weekly meetings.
“What I find in property management teams that have three or more team members is that they can all add their little bit of knowledge to the scripts and then come up with one perfect one that they can then save into their scripts folder,” she added.
Ms Palmer said an important rule in formulating effective scripts and dialogues is clearly identifying the different responsibilities of each property manager.
“Then you need to, in point form, outline the common questions as well as the many areas where you need to overcome objections, such as an owner trying to negotiate on fees, refusal to attend to maintenance, tenants paying rent late and then, as a team, discuss the response,” she said.
[Related: Six reasons to use a script]