Good Communication Skills are Important for Property Managers

Communication is the key to success in almost any field, but it’s especially critical when it comes to effective real estate property management. You see, this job is all about people – the people you rent to, the people you answer to, and the many, many people you interact with to keep your properties maintained and repaired. A property manager is actually the nexus of communication for residential property management – everything flows through you.

It’s not a job for everyone. You need to be able to talk to people from every culture, from all walks of life, and with every kind of personality. You’ll find yourself explaining a repair cost to an owner, standing in front of a judge regarding an eviction notice, negotiating with maintenance and repair people, and listening carefully to a tenant who may be frustrated, crying, or downright angry. And you must do this while maintaining a calm and professional manner. If you speak more than one language, it’s a major plus.

Here are some of the skills a property manager needs to enable good communication:

Be a good listener. Don’t be thinking about what else you need to do, or thinking ahead to when you can take that lunch break you missed 2 hours ago - just listen. This person needs to be heard, and needs to ‘feel’ heard.

Understand what is being said from the other person’s point of view. Learn and empathize with how it impacts the person giving you the information.

Figure out what action must be taken based on what you just heard and understood. If you’re unsure what as to what action is needed, ask questions until it is clear to you.

Express the action needed to those who must deal with the issue, whether it be tenants, repair or maintenance people, or the owners. Tell them in terms they’ll understand so they feel confident and comfortable doing what needs to be done. Be precise and be clear. Give them all the information they need as well as a set time line.

Good communication for real estate property management, however means more than just listening and talking, it also encompasses written letters, emails and texts.

With owners, determine what form of communication they prefer, what information they want and how they want it, as well as how often. Let them know when any issues arise with the property and how you plan to handle them. They need, and deserve, honest and timely communications. With tenants, emails and texts are effective for giving information and updates as they can be printed, or referred back to for clarification. Flyers are also helpful in elevators, laundry rooms or common areas.

At all times and for everyone, answer the phone as soon as possible. There is nothing more reassuring than a friendly, helpful voice on the other end of the line. Respond to emails as quickly as you can, or set a time every day to deal with them. If you’re having repairs done, send out short updates so all concerned know you’re taking care of things. Be consistent in your communications – so owners and tenants know what to expect from you.

For tenants and owners alike, clear, reliable communication with their property manager offers a feeling of security. Owners know their investment is being handled appropriately, tenants are comfortable contacting you and feel safe in the space they call their own. Happy tenants translate into long-term tenants and that in turn means happy owners! So as you can see, when it comes to residential property management, success depends on a property manager with good communication skills!