When one thinks about property management, regulations and administrative duties, paperwork comes to mind.
The Residential Tenancy Act sets expectations and responsibilities for landlords and tenants. Yet, let’s have a look at a few wording examples and how different their interpretation and the expected result could be from one person to another.
• What does “keep the property reasonably clean and tidy” mean?
• What does maintain the property in a “reasonable state of repair with regards to the age and condition of the property” mean?
• What is “fair wear and tear”?
• “Tenants can’t unreasonably refuse access to the property for viewings, but they can set reasonable conditions.”
Property managers who know how to manage expectations are able to more seamlessly navigate the choppy waters between landlords’ and tenants’ expectations.
Here are three practical tips you can follow to improve
your own ability to manage expectations.
1. Make no assumptions
It is easy to fall into the trap of assuming someone has the same understanding of a situation, project, deadline or task that you do. You can avoid this pitfall by having a conversation in which you discuss what’s expected, how it might be accomplished and how success will be measured. This is also the time to agree when something is going to be completed as this is one of the most common points of miscommunication. Which leads to the next tip...
2. Communicate, communicate, communicate
Don’t assume everyone knows what is going to happen next. One of the best ways to manage expectations is to make sure you communicate with all parties on a frequent basis. Take time to understand the person’s point of view, define explicitly and give specific examples and feedback. Document clearly in writing whatever has been communicated or agreed orally.
3. Know your stuff and defend it
Don’t just agree with everyone. You must be experienced and comfortable that expectations you set are realistic, achievable and meet the requirements of the Residential Tenancy Act. If they’re not, you can, and should, push back and be open about what can be delivered or achieved. A place that is reasonably clean and tidy does not mean it is spotless in every regard. Something that is not new and has signs of cosmetic wear but is not broken or unsafe may not need to be repaired or replaced by the landlord. If you can nail the fine art of push-back, you’ve won half the battle of managing expectations successfully.
Catalise Property Management is experienced in this art and will discuss openly, professionally and honestly any expectations to reach the best outcome for their clients in accordance with the provisions set out in the Residential Tenancy Act.
CATALISE LTD, 203a Symonds Street, Eden Terrace, M: 021 352 670, wwww.catalise.co.nz