I Sent You An Email
Are you a landlord who is frustrated because your property manager doesn’t communicate vital information in the way you would like to receive it? You are not alone.
Eighty three percent (83%) of property investors (landlords) own just one property, and it’s their single biggest asset apart from the family home. Most report a need to be able to communicate freely about major issues with their property manager, but sadly many feel less than satisfied with the quality of this communication and are unsure of what they can do to change the situation.
So often these days, inexperienced people in all walks of life say: ‘Oh, I sent you an email’ when faced with client frustration about the quality of the information or communication being provided. Technology has enabled institutions of every shape and size, from banks to government departments and phone companies to appear to communicate while avoiding the potential for confrontation that comes from speaking to clients in person or on the phone.
Inexperienced property managers are no exception. ‘I sent you an email’ seems to indicate that the job is done, but obviously, if the client is unsatisfied, this response is inadequate. Many inexperienced property managers seem to be unaware of the need of most investors to have an almost personal relationship with their property manager, so that when anything of a major nature occurs with their investment, they can discuss it properly either on the phone or face-to-face with someone who has all the information at their fingertips.
Of course there are many queries that can be dealt with by email, but it takes an experienced and conscientious property manager to know the difference. Many shy or inexperienced property managers simply don’t realise that bypassing the more immediate and personal phone call or face-to-face meeting frequently simply fails to meet their clients’ real need for a thorough verbal analysis of an event or issue pertaining to their investment.
If you feel your property manager is hiding behind technology, you have every right to insist you want a meeting or at least a phone call where issues of major concern – for example, vacancies, arrears or major repairs – can be properly discussed.