If you think about it, property managers are part of the customer service industry. Whether they’re talking with a prospective tenant or handling the property’s vendors, great customer service skills are an absolute must.
Of course, excellent customer service skills are just one part of the awe-inspiring property manager package. To captivate potential tenants, meet the needs of all current tenants, owners and guests, and run the property seamlessly in all areas, you’ve got to possess and develop some specific qualities.
Attentiveness in all areas
Pay attention to what your clients say. Listen to each word without becoming distracted by your phone or email. Let clients know about appointment cancellations as soon as you can, and be on time for appointments yourself.
The best property managers are aware of the obvious and unspoken needs of property owners and residents, and the only way to do this is by getting the details.
Commitment to positivity
Using positive language and staying upbeat even when you’re presented with an extremely challenging or frustrating situation is crucial.
As a property manager, you’ll meet confrontation head-on and sometimes without any warning. You just don’t know who will enter your office and for what reason, so approaching each situation with a good attitude and a smile will help you resolve problems more quickly.
Personable yet equal in approach
A property manager must be able to empathize with tenants. Putting yourself in someone else’s shoes enables you to better understand and handle unique situations, but you also need to balance that with pure objectivity.
While one tenant may remind you of your favorite aunt and another of a past coworker who made your work life miserable, you have to apply all property rules equally to both of them.
Able to keep calm
Property owners, residents and others might enter your office in a state of distress, and you’ve got to be ready to respond in a calm manner no matter how stressful the situation happens to be. Try role-playing potential scenarios with coworkers to practice staying calm under pressure.
Start by setting the stage for calm by cleaning your office. According to Psychology Today, a messy space can make people feel more anxious and stressed out. Having an organized, clean office will make your space more peaceful and inviting to visitors from the get-go.
As a property manager, you’ll end up facing some tough situations, but you can rise to the top by keeping the aforementioned qualities in mind and in practice. Remember that no matter what happens, you can handle it efficiently!
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Very insightful piece on the why & how of property managers…
Thank you! 🙂