How to Communicate With Property Clients

Maintain a current directory of managed properties.

Property managers act as liaisons between the owner and occupant of properties, including home residences and business locations. Managers may be under the employ of property owners to ensure that properties are maintained and paid for, but they also represent the interests of occupants when it comes to needed repairs and other concerns. Because of this divided role, property managers must rely on excellent communication to avoid displeasing property clients. To communicate effectively with property clients, rely on accuracy, rapport and responsibility.

Things You'll Need

• Property management software
• Signed agreements

Instructions

1. Invest in up-to-date property management software. When communicating with property clients, you want their names, contact information, management preferences and property addresses at your fingertips. It's a misstep to fumble for names or property addresses when talking with clients --- they may assume you're unorganized or inattentive.

2. Agree upon boundaries and expectations with property clients from the beginning of the relationship. Constantly contacting property owners to cover repair costs and improvements might indicate that you're not being conservative with funds or submitting to pushy tenants. Certain clients may be quite willing to spend substantial amounts on cosmetic or high-quality adjustments; others may prefer a no-nonsense, emergencies-only approach.

3. Document all agreements and orders in writing when communicating with property clients. This not only creates records for their own tax and business files, but it creates accountability should clients forget that they've authorized specific expenditures or policies. Make sure work orders are signed, unless you've been authorized to sign for expenses.

4. Meet with property clients in person with regularity --- monthly, quarterly or annually, depending on location and preference --- to enhance rapport and affirm that management has been addressing all needs. Clients will appreciate the attention, and this also gives you the chance to highlight successes or compete for additional property assignments.

5. Return phone calls, emails and text messages from tenants. This is an effective way to communicate professionalism to property clients; if tenant calls go ignored, he might call the owners personally. This makes a poor impression, as your client may assume that you're not doing your job. Promptly returning tenant calls ensures satisfied tenants and undisturbed clients.

Tips & Warnings

• Mistakes do happen. For example, a plumber might not arrive for hours to address a flooding bathroom, or negligent tenants may be placed in a property. Own up to your responsibility, quickly suggest solutions and avoid repeating the same mistake again. This contributes to overall trust with your property client, as you're not denying errors or making excuses.

• If your property clients involve more than one party --- for example, a husband-and-wife team or business entity involving multiple partners --- establish ahead of time the person who is the primary point of contact, and under what circumstances you're required to report to two or more relevant parties. Misunderstandings about hierarchy can lead to unauthorized actions or litigation.

References

• Lowe's Commercial Services; Managing the Property Owner/Client Relationship; Valerie Van Kooten; March 2009
• Joseph Hosteny Intellectual Property Attorney; How to Communicate With a Client; Joseph Hosteny
• Real Estate Errors and Omissions: Real Estate Agent Fails to Communicate With Both Clients
• Training Packages Unwrapped: Communicate Effectively and Accurately With Clients
• Chubb Group of Insurance Companies: Managing the Emerging Property and Liability Risks of the Affluent