A great Property Manager is someone who EPIC.
It’s someone who exudes these 4 characteristics:
- Easy to Reach
- Customer Service Oriented
1. Easy to Reach
In the land of commercial real estate, technology has made it so easy for us to connect. We have email, cell phones, text messages, and landlines. We can “Go to Meeting,” and “Face Time.” Communication is about way more than the type of technology we use. It starts when there is an office for rent. A new tenant wants to talk to a property manager who is available by phone during office hours as well as after hours. Check out our FAQ for more information on renting a small office.
Whenever the building might be viewed or occupied, the property manager needs to be available. That doesn’t mean answering the cell with a surly “yeah.” It means a prompt and courteous response with a helpful answer. A day in the life of a property manager may include issues between tenants, leases, maintenance, new tenant demands, etc. That means the Property Manager must answer and return calls, texts, and emails immediately even if it is just to reschedule a time to get together to resolve the issues. No tenant wants to make repeated calls or texts, send repeated emails to the Property Manager with no response. It sends an “I don’t care” message.
Being proactive is critical for a Property Manager. If we know in advance that that the electricity will be off for ten minutes, a proactive Manager will inform the tenants at least a week in advance and send reminders daily. This prevents all kinds of data problems and discontented tenants. If there is a suite that may have issues, the Property Manager is open and honest and solutions are mutually discussed along with committed timelines for repair. When the air conditioner seems to be going, we put a new air conditioner in the capital budget so we are ready when the time comes.
When a new tenant is moving in, a proactive Property Manager will show them where to park, what entrance to use, where the outlines and data lines are, and how furniture has fit in the offices in the past. The Property Manager will be on site for moves whenever practical. Where practical, the Property Manager will notify office neighbors of the move and introduce the new tenants to existing tenants. Any possible problems will be managed long before moving day because the Property Manager knows the new tenants and their needs. It is about thinking ahead!
It is critical that an EPIC Property Manager be informed about every detail of the building and the business in order to provide immediate and great services to the tenants. In addition, the Property Manager needs access to building plans, building codes, fire safety codes, and the mechanical operations of the building in order to know how to access solutions to problems and assure that repairs and replacements are done in a timely fashion. In addition the Property Manager needs to know every tenant, their operations and their needs. They need to be prepared to process work orders for mechanical failures, cosmetic changes, rent issues, lease issues, landscaping problems, and cleaning problems, etc. Without that knowledge and knowledge of the resources, a Property Manager would be pretty much useless.
4. Customer Service Oriented
Customer Service in a commercial office setting must be more than competitive. Attracting and retaining tenants requires that we exceed the expectations of tenants in order to be at all competitive in the commercial space market. Even if someone is renting a small office and not an executive suite, the Property Manager is like a concierge, available to meet the tenant’s needs and provide great service. The more there is an atmosphere of concierge level service, the lower the vacancy rate and the sooner the “office space for rent” sign will come down. Little touches like building calendars, holiday decorations, a place for tenants to communicate, and availability for later hours make all the difference in the world to a tenant. Each tenant is a valuable asset and needs to be treated as such.