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I feel for all Property Managers over this festive period.
Whilst there is a natural slow-down as tenants are more likely to have moved in by now or planning on doing so in January, and the average Estate Agent office sales teams are winding down, the reality for the Property Management teams are that it is business as usual. If anything, it gets harder! With many tenants spending more time in their homes and perhaps have family and friends visiting, the likelihood is that the tenants are more than likely to make the calls about those non-emergency items that they have put off.
The sort of thing that might be that radiator in the 2nd bedroom has never worked properly, and they haven’t reported it. Now they have someone spending the night in that room, that radiator is now urgent.
I used to feel very sorry for my Property Management staff as it never really lets up. One year, we were all just having a glass of fizz at about 1pm on the 23rd and everyone was within minutes of leaving. Then we got the call all agents dread. A house has had a tank burst, the house was flooded out and all the presents were soaking wet. The tenant was rather…… emotional…… well, wouldn’t we all, to be fair!
My management team kicked in, said Happy Christmas to the rest of the office, and got stuck in. I will never forget the team effort that followed. Out of guilt, I stayed to support but I was a loose end. They were magnificent... they got in the plumber, sorted a hotel, rescued the presents, took them upstairs to a dry room, placed a dehumidifier in, arranged for the carpet to be taken up, bought rugs to go down temporarily, and in came the cleaners. Just WOW!!
Two of my team also returned the next day and helped move back furniture and offer support to the tenants. Their actions had the tenant full of appreciation and whilst it was a huge inconvenience, they got on with it and all was made good over the next few days during the Christmas and New Year break.
My point being that all agents should spare a thought for their Property Management team during this break, as it really is not a break for them. Good Property Management backs up your sales and the reputation of your company and its brand. They have to deal with demanding tenants, landlords who just don’t want to be informed of problems, sales staff who promise the world and leave a wave of destruction in their wake (well the good ones do), and they are rarely attributed with the success of a brand or office.
So, c’mon, go give your Property Managers a warm winter hug – you need them as much as the tenants and landlords do, in fact you need them more – what would happened if they were not there?
This thank you letter was penned by Adam Pigott, Chief Commercial Officer of OpenBrix. Adam was Managing Director of CHK Mountford for 25 years, being one of the first letting specialist in the surrey area.