When property owners need help taking care of the everyday responsibilities at their rental property, they usually hire a property manager. The things that separate good property managers from bad property managers include several factors such as attention to detail, updated knowledge of marketing techniques, and good communication skills.
Communication skills play a crucial role because property managers have to resolve many resident disputes to ensure a peaceful community. Property owners, residents/tenants, and property managers have to work together to settle all the conflicts that lead to unrest in the neighborhood.
For that reason, a property manager who collects the rent or performs the daily operations at the rental property should also be capable of understanding and communicating the needs of all the residents.
Managing resident disputes is a big responsibility. But a competent property manager can efficiently handle all disputes by managing the daily maintenance issues and complaints of the residents. Property managers also maintain proper documentation about the property condition by taking pictures upon the resident’s entry to ensure that all conflicts are resolved effectively.
Act as a Neutral Mediator
Some petty issues, such as cooking smells or too much noise, can quickly escalate into intense and abusive arguments. It is important to realize that the resident wants to be heard. One of the first things a property manager should do to resolve a dispute is to listen. Allow them to explain themselves and acknowledge their issue. Property managers should never make any personal comments or attack the residents.
Most common disputes involve issues such as noise, parking spaces, and other nuisances. Showing empathy and focusing on the issue at hand will help you earn the trust of the resident. Instead of devolving into arguing, solve all complaints by working toward a solution that benefits all. Maintain productive and open lines of communication to settle all the disputes timely before they blow up into court battles and ugly fights.
For example, if two residents are fighting over noise complaints or if one frequently steals the others parking space, it’s important to stay impartial. If the two renters can’t (ideally) sort it out amongst themselves, consult your local nuisance ordinance laws to judge if the sound is truly an issue. For residents whose units are above/below each other, see if there’s a floor-level unit in which the louder resident can relocate in and offer that as a solution.
Clarify all Rules and Regulations
When conversing over emails or phone, you should keep your tone polite but professional. All phone calls and communication should be during regular business hours, except for an emergency. Whether you need to resolve late-night parties, loud neighbors, or stealing parking spaces; stay professional but emphatic about settling disputes through effective communication. However, there are some serious issues such as violence, harassment, or threats which will necessitate the police and/or legal action. During serious offences like this, be mindful to strengthen your community’s security measures and reassure the rest of your residents.
Good retention rates positively affect the reputation of a property. After all, that’s why all property owners want the best tenants for their properties! But even the best residents have certain demands and requests. A property manager acts on behalf of the property owner and the resident to relieve stresses for both parties. For that reason, he/she should possess an in-depth knowledge of the property, and the attitude to encourage a peaceful community for everyone.
How do you encourage a peaceful community? Tell us about it in the comments!