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What do you love about being a property manager, Ebonie?
I love the opportunity to connect with people! Property management comes with so many opportunities to connect, negotiate, resolve, assist and just generally help people. I love giving landlords peace of mind and creating a great rapport. Just as equally, I love being able to assist tenants with what can sometimes be a really stressful situation (moving).
I also relish the opportunity to teach/pass on knowledge. Whether it be around legislation, insurance, maintenance etc. giving people the knowledge and advice to make life a little easier for them is something I really enjoy. I am also a keen problem solver, so I don't mind the challenge of negotiating and resolving a tricky situation - very satisfying!
What are some ways that PMs can go above and beyond for clients?
I think the most important aspect of property management is simply listening with empathy. Sometimes it's easy to get caught up in the 'job' side of things but remembering you are working with other people who have their own stresses and concerns and worries in life, and taking that into consideration when listening to what they have to say, can really work wonders for developing a great relationship with your clients.
It also gives you a bit of insight on what's going on personally with them, so you can offer that little bit of extra personalised service to help them feel heard and valued as an individual - not just another number in the system.
What advice would you give to young PMs entering the industry?
A little kindness goes a long way. Putting in that little bit of extra personalised service to create a great relationship with your clients is going to help you in the long run because let's be honest, property management can be incredibly stressful at the best of times!
So set yourself up with a good relationship with clients, because when the road does get bumpy, you've got a great foundation to work with. My other piece of advice is accountability and transparency - we all make mistakes at times and what matters is how we handle them. Clients will appreciate you taking accountability and being honest and transparent when mistakes happen.
