Property management is often more about relationship management. In order to keep the relationship functional and healthy you need to show respect, have good communication and both parties need to have a sound understanding of the “rules of engagement”.
There’s one thing that you should never, ever say to a tenant…
And that is: “I don’t have time.”
It’s unacceptable for a property manager or landlord to ever say that they’re too busy; the tenant will start wondering what your job is, and will question your skills, ability and professionalism.
Worse than that, the tenant may perceive such a property manager or landlord to cut corners, not care and/or be disrespectful and a tenant that doesn’t feel valued is a volatile tenant. You shouldn’t expect your tenant to treat you any different to how you treat them. And a tenant will make a judgment call every time you communicate with them.
But what if you really don’t have time right now?
Instead of saying, “I don’t have time for that”, just phrase your response differently by telling them when you will be able to tend to their request.
Or if you miss an agreed deadline, don’t give the tenant a long list of reasons why the agreement was broken. Instead, tell them the date and time that the work will be completed by. This is just one of the ways that you can build a relationship of trust and gain your tenants’ respect.
Fostering a two-way relationship based on trust and respect means that both the property manager and the tenant will work together towards a functional and healthy relationship.