EPMEPM: Best Practice & Legislation

Pick up the telephone!

Fiona Blayney’s best selling book “Property Management Bootcamp, Real Solutions, Real Results”  is now available on the iTunes Bookstore. The following is an extract from her book on the three types of telephone calls that property managers should be making.

The “settle in” call
Moving can be one of life’s greatest challenges, and in any new tenancy there will be a settling in period. Not only for the new tenants settling into their new environment, but also for the relationship. It is important to get the tenancy off to a good start.
What better way to do that than contact the tenant 7 days after they have moved into the home to:

  • see if they have happily settled in
  • ask if there are any matters that require attention i.e. repairs
  • obtain their new phone number
  • request a testimonial if they have been satisfied with the service

This level of communication in itself will show the tenant that your agency cares about them and their property. Should an issue arise in the future your relationship will have already been formed on the basis of care and trust. 

The “positive call”
Over the years many a trainer and speaker has proclaimed the need for the “no news” or the “wow” call. In my opinion, a landlord really doesn’t want to have their Property Manger call them up out of the blue and ask how their week was, or congratulate them on their local football team winning the Saturday game. A Property Manager is there to provide a service in the management of their investment – it is a business transaction.

So, do I want to hear from my Property Manager other than when something bad or costly has happened? Yes! So how then can we make contact with a client with some positive news? What constitutes positive news?

  • Tenancy review
  • Rent increase
  • Recent sales
  • Recent listings
  • Drive past property
  • Check in with the tenant
  • Consider other positive news that you can provide to the owner….

The “statement call”
Quite often, reading your own bank or credit card statement can be difficult. Imagine your first rental property and you are reading your first end of month statement. Many of us can simply relate to this when you read a statement for the first time in a professional capacity. No one wants to appear stupid and inferior; often this means that we will avoid asking a question at all costs.

A landlord receiving their statement for the first time is no different. To minimise the embarrassment for a landlord or the potential that they may not ask questions at all, you may want to consider:

  • Providing a standard education card on “how to read your statement”
  • Contacting the landlord on the day of statement run to discuss the content of their statement If you care send a card
  • Although, sending a card is fast becoming a thing of the past, it’s also a delight to receive one, simply by virtue of its scarcity. Sending a card to a client creates a “wow”. Adding these to your daily / weekly / monthly routine will create a significant difference between you and the competition or simply other service providers that are providing services to the client.
  • A card may also be sent to a tenant as congratulations or as a “thank you” for the inspection together with a note of interest about the area or something personal to them.

Fiona’s book “Property Management Bootcamp” is available on the iTunes Bookstore for $14.99.

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Fiona Blayney

Fiona Blayney is the founder and director of Real+, an industry first Property Management learning platform. For more info visit realplusonline.com.au.