You probably know people who have the attitude “do as I say, not as I do” – in other words they are hypocrites. They may have all the right words and promises but don’t back up the words with deeds yet still expect you to come up with the goods. Respect for such people will eventually turn to disillusionment and distrust. Remember, to earn your tenants’ respect you need to live up to your promises.
Respect in property management is essential
Start as you mean to go on. The sooner a tenant respects you the less likely there are to be ongoing problems with the tenancy. Property managers require leadership qualities which need to be demonstrated to ensure the tenant knows clearly what is expected of them.
How to show you mean business
People are more apt to believe actions rather than words – you need to show tenants you have certain standards which they will also need to maintain. Most tenants will respect this stance and treat you courteously in return. Put simply, if you say you’ll do something make sure you do it.
Examples to forge a trusting relationship:
Property cleaning: All new tenants should expect a clean property to move into. This job should be done professionally and the new tenant consulted to make sure they are happy with the standard of the job.
Inadequate cleaning: As a gesture of goodwill to the new tenant do a thorough check yourself as well as the tenant – if either of you are not satisfied with the quality of the job then call the commercial cleaner back to rectify the work. This will send a clear message to the new tenant that you will deliver on your promises.
Repair work promised: Ensure that any work you have said will be fixed by a specific date is done by that date. The tenant’s rent includes payment to retain the standard of the property as it was when first tenanted so if there are leaks, broken catches, etc. then get the repair work organised as quickly as possible and continue this throughout the tenant’s rental term. You can then expect the same consideration to your requests in return.
A tenant will respect that it takes both sides of the tenancy agreement “doing their bit” for the tenancy to run smoothly.
It is human nature to appreciate having their wishes taken seriously and acted upon as this is a sign of respect between two people. If one party in an agreement consistently ignores the comments of the other then discontent will fester. Treat others as you wish to be treated yourself is a much better motto than do as I say not as I do.
Appreciate your good tenants
Don’t forget to show your own appreciation to the tenant if they have quickly resolved an issue you have brought to their attention, it’s a two way street for a good relationship.
To summarise, it is your job to keep the tenant happy and the property maintained in good order, you will find both these aims easier to achieve with respect and good communication.
Barry Bridgman has been managing his own investment property portfolio for 25 years. During this time, there has never been any occurrence of rent defaults or property damage and Barry’s goal is to achieve the same for your property. Bridgman Property Management is based in Auckland Central, where Barry has lived for more than 18 years.
