Handling Major Repairs: A Property Manager's Guide

Summary

In this conversation, the team discusses a major electrical repair that will leave a tenant without electricity for several days. The property manager emphasizes the importance of communication with tenants and maintaining relationships. They highlight the need for a protocol when owners reach out directly, signaling potential issues. The conversation stresses the significance of personal interaction, whether through phone calls or video messages, to ensure clients feel valued and supported. Ultimately, the focus is on nurturing relationships and going above and beyond in property management.

Takeaways

• 📧 The tenant was informed via email about the upcoming electrical repairs and the potential power outage.
• ❌ The initial email to the tenant was rejected due to a full inbox, prompting a follow-up through text and a phone call.
• 🏠 If the tenant requests relocation expenses, it is the owner's responsibility to cover those costs during repairs.
• 💵 A budget should be established for relocation that is comparable to the tenant's current living situation.
• 🎥 Utilizing video messages (like Loom) can enhance communication and make it more personal for clients.
• 📞 Phone calls remain a powerful method for maintaining strong relationships with clients.
• 🤝 Building and maintaining relational connections is crucial in property management.
• 🔄 If an owner feels the need to reach out to client care, it may indicate underlying issues that need addressing.
• 👥 It's important to ensure that clients feel valued and not like an afterthought in the business.
• 📈 The relational aspect of the business is key to signing up new clients and retaining existing ones.

Q & A

What is the main issue being addressed in the transcript?

The main issue is a major electrical repair that will require the electricity to be turned off for several days, prompting the need for tenant relocation.

How did the tenant initially respond to the email about the electricity outage?

The email notifying the tenant about the outage was rejected due to the tenant's inbox being full.

What steps were taken to ensure communication with the tenant?

The property manager followed up with a text and arranged for a phone call to ensure the tenant received the information.

What responsibility does the owner have regarding the tenant's relocation?

It is the owner's responsibility to cover the costs of the tenant's relocation since the tenant must leave due to necessary repairs.

What approach is suggested for budgeting the tenant's relocation?

The approach suggested is to figure out a budget that is comparable to the tenant's current living area.

What is the significance of using video communication, such as Loom, in this context?

Using video communication helps create a personal connection with clients, allowing them to see the speaker's face and hear their tone of voice, which enhances relational business practices.

What does the speaker imply about the nature of their business?

The speaker implies that their business focuses on building and maintaining relationships with clients, which is fundamental to their approach.

Why is it considered a red flag if an owner feels the need to reach out to Judy directly?

It is considered a red flag because it indicates a potential breakdown in communication or satisfaction with the property management process.

What are the two key phone calls mentioned that should occur in response to tenant issues?

The two key phone calls are from Judy, who talks to the owner, and the property manager, who communicates with the tenant.

How does the speaker suggest they can stand out in property management?

The speaker suggests that by focusing on personal relationships and demonstrating care for clients, they can differentiate themselves from others in property management.