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A customer service expert has claimed that property managers who ‘crush’ the egos of landlords and tenants may end up with enemies instead of allies.
According to Martin Grunstein, speaker and expert on customer service, stress can bring out the worst in people – and property managers are exposed to a lot of stressful situations.
“Once a landlord or a tenant gets their ego crushed by a property manager, the motivation becomes revenge and they try to make life miserable for you from then on,” Mr Grunstein said.
Due to speak at the upcoming LPMA Conference on the Gold Coast next month, Mr Grunstein said one of his sessions would focus on how to avoid situations like this.
“One of the sessions I’m doing is looking at helping the frontline property managers who are dealing with tenants and landlords on a day-to-day basis," he said.
“You cannot always do what they want whenever they want, and no one expects that, but we do need to have some empathy and have the skills to preserve those egos of the people who are complaining and asking for things.
“It’s a long-term relationship but at the end of the day, if we can’t help them we’ve at least got to let them know that we’re on the same side to try and harmonise the relationship.”
In a second session, speaking mainly to principals and BDMs, Mr Grunstein said he will share new ideas and methods to secure more rental properties.
“I like the way the LPMA Conference is set up with breakout sessions, so I can speak to a crowd with a presentation which is 100 per cent relevant instead of shifting gears halfway through,” he said.
For more information on the LPMA Conference or on Mr Grunstein, click here.
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