I have been managing properties for over 16+ years and I am still amazed at the things I hear come out of the mouths of landlords. Most recently I saw a fellow landlord and property owner at one of my favorite shopping stops: Home Depot. For the sake of conversation, let’s call the landlord Mike. Now mind you, Mike is one of the “good guys”. He takes care of his properties and his residents and I do not recall ever seeing him in housing court – ever! While we spoke at the Home Depot Pro Desk he was quick to comment on our Northern Worcester County Landlord Association and all of the good that we do in our community. He also frequents our NWCLA Facebook page open forum where landlords can seek answers peer-to-peer support for issues concerning rental properties. What he told me next was absolutely shocking.
Apparently, there was a landlord on the forum complaining that the resident wanted a new toilet seat because theirs was broken and had a hole in it. The landlord, who I do not know, was actually asking on the public forum if they needed to make such a repair for the resident.
Are you kidding me? A toilet seat costs less than $20 dollars for a good one. And they were asking if they should change it. I cannot fathom any reason on earth why you would not change this out for another human being, least of all, the ones who are paying down the mortgage on your rental property investment. It makes me wonder. If you are so concerned about spending a few dollars on some thing that obviously needs attention. Then what is the condition of the rest of your property like? If you are not taking care of small issues as they arise, then I am safe in assuming that there is a whole lot of other deferred maintenance going on at your building too?
I have to admit; I have seen some other posts on there that have left me scratching my head as to ask myself “what are they thinking?” and “why would they even ask such a question?” Okay, so the resident didn’t give you proper notice to quit and you want to withhold their Security Deposit for unpaid rents. You may be legally entitled to charge for this, or not. The real answer to whether or not you should withhold the deposit may be “it all depends.” Is there some reason they are moving out that you have not come face-to-face with? But really, think about it. What is the underlying message you are sending here to your rental community? Do you really want to hold back $100 dollars from a good resident who just happens to need to move because of some life event? Or maybe they are moving out over that toilet seat you never fixed, and now you want to with hold the deposit? Is that who we really are? No wonder everyone hates the landlord. No wonder we can’t get laws passed to protect out landlord rights.
Now What Should I Do?
Granted, some of the issues were legitimate. Damage to the property, lease violations, criminal activity and illegal drugs are some pretty big issues to have to deal with as property owners. There was no pop quiz when you signed the mortgage to ask how you might handle “what now emergency” scenarios. But what is your official position when the damage occurs and it is no ones fault? Some times roofs fail, water damage happens, water heaters burn out or burst, power goes out and food spoils, heating systems fail. How do you handle things when events turn bad that are no ones fault at all?
There seems to be a dying virtue in our business called “customer service.” When I meet a landlord who already has an adversarial position with their renters, I know it is time to move along and not try to butt heads to reason with this person. If they are so opposed to having to deal with renters, then why did you ever buy the building in the first place?
I see it all of the time.
These so called “Lone Rangers” buy a rental property or home, and then they think they will just sit back and collect rent checks for the rest of their lives into an early retirement. Well I have a news flash for all of you Landlords out there. The moment you decide to buy an “investment property” you have really just signed up for a “customer service business.” As a landlord, we have all heard it from friends, family and fools; “Aren’t you getting tired of getting calls at 2:00 in the morning for an overflowing toilet?” If I ever did get that call, it would not be a toilet calling me on the phone. It would be a real-live person, who pays rent to live in the property I provide for them, and the only reason they are calling is because they have a real problem and need our help.
Okay, I did not start out as a perfect landlord and made plenty of mistakes along the way. But I listened, learned, modified and adapted our operating systems to be more customer service focused. For Belaire Property Management, that has made all of the difference to us, and to our residents.
Assume the Responsibility!
When we get that call, we try to assume the role that whatever the problem is, IS our responsibility. The resident may be at fault, but the real issue is how, when, and who is going to fix this issue. If it is an emergency, you should have a plan in advance for what the resident needs to do next. Maybe they need to shut off the water valve to the whole building, maybe they need to call the fire department. Whatever the solution is, you should be able to remain calm and address the issue with a solution. Answer the call with confidence in your voice, a calming tone, and provide a solution. If in the end, you determine it was the resident’s fault, then take the necessary steps to bill them for the repair. The time to dispute who has to pay for what, is not when the house is burning down. This only adds gasoline to the fire.
Take control of the situation. Listen to the resident, then repeat back what the problem seems to be to make sure you got it right, then deliver on the results.
Try Switching Places With Your Resident
Think about it. I train all of our staff to consider as if the resident who calls is your grandma, mother, your sister or wife; or someone else whom you truly care about and want to help. How would you want them to be cared for if they had to call for help? Do you want an adversarial advocate who only adds to an already difficult situation? Or do you want someone warm, friendly and helpful to guide them to a solution? Okay, it was a rhetorical question and if you are still trying to decide, then maybe this is not the right profession for you and you should sell your building.
It has always amazed me that a landlord can gather the resources of investors and lending institutions to purchase a multi-family property where people make their homes. Then these people (renters) will pool their resources month after month in the form of rent to pay for the landlord’s mortgage, taxes, utilities, insurance, taxes, water and sewer, repairs and upgrades, and still provide that landlord with a means to live a comfortable lifestyle. It amazes me even more that a landlord will treat with distain his or her residents who pay their bills.
Your renters are gold and you should treat them as such. Last time I checked, my friends and family were not willing to pay for all of my expenses, but I would gladly help them if they need it. Why would I not do less for the families who do pay my bills and expenses and provide for my families needs? I should be happy that they are calling me for service and not some other landlord, and even happier to help them decide to stay in the apartment they call home for their family.
Do you get it now?
Then do a little extra next time they call, and show a little more compassion to your customer base; your residents. I do not know of a single business model out there that survives in this market that despises their customers and has an “us against them” mentality. Eventually, that business will fail.
Think of your favorite places to shop and your favorite brand names that you are a return customer for their business. Why do you keep coming back month after month or why do you shop there? It is because how they make you “feel”. Next time your phone rings and it is a resident issue, try to have the right “attitude”, or someone else reading this may be their next landlord.
Do you have any ideas on this topic you could share to help our online community? Please chime in to share a comment or review.
Warmest regards,
Brian Lucier
Belaire Property Management
Regional Property Manager
(978) 448-0669
info@belaire.co
www.belaire.co
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