Why Property Management needs to Focus on the Millennial Generation

The millennial generation are people in the age group of 18 to 34 years and are a popular segment of society. They are known for being tech-savvy, their self-expression, and for their social and racial diversity. Another very interesting fact about them is that they are movers and most of them live in a different city from their hometown or college.

Since they move around, almost all of them prefer rentals to owning a home. It is important for property management to note this interesting fact, and know the reasons why the millennial generation moves around so much. Such information can be useful in marketing the property and for wooing this huge segment of renters.

Millennials Prefer Urban Areas

According to a recent survey, almost all respondents said that they preferred living in a city or in an area that is more urban than the place where they grew up. Almost 44% respondents said that they had moved away for their hometown or the place where they completed college because of their love to live in a city. Even though, 60% of these renters who were surveyed prioritized affordability, they were willing to upgrade their budget to live in an urban place with more population density, compared to where they were residing before.

So, why does the millennial generation prefer densely populated urban areas, or the reason behind their moving?

To Seek Better Job Opportunities

Whether it is a move to a city or simply moving to a new area, the main reason for the millennial generation to move is to find better job opportunities. The millennial crowd seems not to be willing to sacrifice better job or earning opportunities for the love of any particular place. Almost half of the surveyed respondents said that their transition was motivated by a job opportunity or a career move.

Therefore, if the property is near a commercial area or if new companies are opening up shop nearby, property management can use such information in their marketing strategy.

To be with a Special Person

Next to job opportunities, the other most popular reason for moving was love. About 21% respondents said that they had moved because they wanted to be closer to someone they loved. For property management this would mean single tenants, or couples who are planning to move in together. In such instances, marketing strategy would be to focus on amenities and conveniences the property has to offer, and how such amenities would be helpful if the couple were planning to start a family in the near future.

To be Near the Workplace

A large portion of the millennial crowd also moves within urban areas or within the same city to be nearer their workplace. Most millennials seem to prefer walking, cycling, or taking public transportation to reach their workplace, and do not prefer driving to work. This is one of the major reasons for movement within the same city, and preference for properties that are within walking distance from their workplace.

Not only this, millenials may not have the income to afford a decent car so living closer to their workplace is even more paramount. Property management that understands this will be able to design their marketing agenda accordingly and hire staff that realize this.

Tips for Preventive Plumbing Maintenance

One of the major concerns for property management is a plumbing system on the property and the rising cost of its maintenance. Plumbing issues can pop up at any time, and it can be as minor as a leaking faucet to a major repair of broken underground pipes.

Proper Plumbing Strategies

Resolving plumbing issues quickly would be considered one of the important skills for a property manager; however, this is often a daunting task and sometimes the cost could eat off a major portion of the profits. Here are some tips on preventive plumbing maintenance that can help in improving response time and curtailing costs of plumbing maintenance.

A property manager should be proactive in detecting plumbing problems before they are likely to occur. For this, he will need to carry out periodic inspections of the plumbing system on the property with a special checklist. This will provide early warnings of possible plumbing issues, and the matter can be resolved before it develops into a major problem. Here are some of the most important points that should be included in the special checklist.

Proper Focus

Try to detect signs of visible pipes that might lead to leakage. Such signs could include water stains, or small puddles on the floor. Additionally, focus on spots where the pipes enter walls or run underground to the building foundation.

Keep track of corrosion and signs of rusting. These may seem minor when they first appear, but if they are not repaired, the corrosion can cause poor connections and leaks. Look for corrosion signs such as orange or yellow stains on steel pipes, or green stains on copper or brass fittings.

Check water pressure to make sure the water is flowing with the correct force when it is coming out of showerheads and faucets. If the water pressure seems to be low, it could be due to buildup of sediment in the fittings. If sediment clogs are suspected, remove the showerhead, check for signs of sediment, and have them cleaned. Sometimes low pressure could be due to more serious problem of leakage in the underground water line, which will need major repair. However, first clean all the sediment clogs to see if the pressure is restored.

Check the speed of water draining from kitchen and bathroom drains. When the drainage is slow, check the vent and drains for clogs. In an unclogged drain, the water will swirl fully, while in clogged drain you will notice bubbles forming while the water is draining. A gurgling sound on the other hand could indicate a potential issue in the vent.

Checking Methods

During inspection, flush the toilet in every unit to ensure it is working properly. Check the flush assembly externally and internally for missing, broken, or corroded parts. The water should stop when the flush is filled, and if it is still flowing then it could be draining into the toilet or if there is a leak somewhere that needs to be fixed. Otherwise the water bill will be much more than it should be if this is what is happening.

Water heaters are another major cause of plumbing problems and should be given thorough checkups periodically.

Tracking Utility Data for Reducing Bills

Incidences of intense weather seem to be happening more frequently across the country, and these incidents have a direct impact on utility costs on properties. Therefore, keeping track of utility data and monitoring usage is important for property management for identifying spikes and managing utility costs.

Monitoring energy usage should be a continuous process and should not be only implemented when the weather is severe. Sudden variances or spikes in energy consumption can happen due to various reasons, and they can go unnoticed if you do not have a regular system for tracking usage. Here are some of the common issues property management can avoid with the proper tracking of utility data.

Malfunctioning Delivery or Equipment

Energy spikes are common in old building stock but it is possible even on new properties. Property management cannot become complacent even when the project is LEED certified. Here is an actual example where property management was able to correct the problem because they noticed frequent spikes and crashes in their utility data. The data showed sudden surges in usage, even though the condensing boilers were certified efficient. A technician was sent to find out the cause of the sudden surges and he found the boilers were not condensing because the gas line pressure was not adequate. The utility provider had to be contacted to correct the issue.

On another property, the tenants were complaining of overheating and the consumption was peaking as well. In this instance, the technician found the controlling valve of the thermostat was stuck on fully open. Once all the valves were replaced, the energy consumption was back to normal levels.

Water Leaks

Water consumption on a property can spike due to leaks, and some leaks can be hard to find. For instance, on a property, when the water consumption increased abnormally, all the units had to be inspected, but no leaks were found. The maintenance staff then had to do a thorough check of the pipelines and found a major leak in one of the underground pipes. The leak was costing the property over $2,000 every month, which would have continued if there was no utility tracking and time intervention.

Billing Errors

You might feel that since everything is computerized, there are no chances of errors happening in utility bills. However, billing errors are more common than you think. For instance, a property management company having more than 200 buildings in its portfolio noticed a spike in gas consumption on one of the properties after they had implemented a utility tracking platform online.

The typical usage of the property was around 100 therms per month, but the bill showed consumption of 1,000 therms on a particular day. Property management immediately contacted the utility provider with the details, the error was detected, and the property was refunded the extra amount that they had paid.

There can be different reasons for energy spikes and many could be due to sudden changes in weather. However, it is important for property management to track utility data since it significantly helps in saving unnecessary energy costs and in an age where not any business is getting any help from Uncle Sam, energy savings becomes all the more important.

A Terrific Procurement System can Improve Profitability for Property Management

A Terrific Procurement System can Improve Profitability for Property Management

Property management has to procure services and products frequently for its properties, and if this system is non-standardized and inefficient, it can take a huge chunk out of the profits. Cost of services and products has a major impact on the overall profit margin, and therefore it is critical to have a procure system that not only reduces costs but also deliver quality goods. Here are certain points that can help a property manager devise afantastic procurement strategy.

Have a Separate Purchasing Department

Instead of procuring at the property level, it is better to have a purchasing department that controls bids across all the properties. The type of services required and specification of products will be accomplished at the property level, and the requirements will be sent over to the purchasing department.

This way there is a single window for receiving bids, and the purchasing department is left with the responsibility of identifying and determining the best value and quality. The purchasing department will develop a list of qualified vendors, thus avoiding unnecessary quotes and possible fallacious information, and saving the time of the property manager.

Procuring Discounts Based on Volume

Rather than compromising on quality, it is best to procure discounts based on higher volume. Vendors will be more willing to negotiate the price when there is a bigger volume at stake. Here again, having a purchase department will be beneficial because all requirements across properties will be routed through a single department. This will increase the needed volume of services and products, which in turn will give better bargaining power to the department.

Consistency of Products and Services

Since the purchasing department controls the actual purchase, even though it is based on the requirements of individual properties, the services and products acquired will be of consistent value and quality. If there is no single basis for bids, there will be inconsistency in costs as well as quality.

For instance, manager of property A might select more discounts by compromising on quality of paint, while property B manager might procure costlier paint being more interested in the quality. Hence, there will inconsistencies in the product used, as well as the amount spent across two properties. On the other hand, the purchase department would already have a set standard on the quality of paint to be procured and will entertain bids from qualified vendors based on volume.

A Working System for Tracking Warranty

It is important to know whether the product is still under warranty before replacing it since this can help the company save money. Many products and services are procured to maintain the property. But unless there is a computerized system for tracking the warranty, it would be almost impossible to know whether you should buy another unit or call for repairs or replacement.

It is best to have an internal system, where the property manager simply has to enter the identifying code and serial number of the product or service to know the warranty status. If the purchase department is maintaining records of all the warranties, then these records should be accessible at the property level.

Tips for Communicating with The New Generation of Tenants

Communication skills have been the most important assets of property managers; however, communicating

effectively with the present generation of renters can become a daunting task. Firstly, there is a major shift to

online communication, which could require quite a bit of adjusting in using the right words, and knowing the

right nuances. Most tenants now use mobile devices, and they research online to find a suitable unit.

Therefore, having an online presence, and communicating effectively over emails, social media, and so on is

becoming increasingly important. Here are few effective tips that might help you develop the communication

skills needed in the present scenario.

Almost all Communications take Place on Social Media Platforms

Social media has gained tremendous popularity and almost all people use some social media platform or other

to communicate and interact. Therefore, property management will have to be not only active on social media

platforms but also engage with their audiences. For instance, creating a Facebook page with some marvelous

photos is only the first step.

You also have to engage with people who have visited your page. Therefore, monitoring your site and social

media pages becomes very important. You must be aware of the questions being asked and respond to them in a

timely manner. Secondly, property management should also know how to respond to negative comments. The

dispute should be dealt with calmly and professionally, without getting into a slinging match.

Focus on Making Outstanding Videos

A millennial crowd and a younger generation love watching short videos. Posting engaging videos on YouTube

could earn property management a marvelous following, but make sure to engage with the viewers on the site

and not neglect their postings.

Asking Prospects What they are Looking for in a Property

Some years ago, this would not have been the right strategy, but now it is important to know what prospective

tenants want. Engage in social media with different audiences to know:

 Whether they are seeking more amenities like a gym, tanning room, spa, pool, and so on

 It can even be a simple concept like a dish washer inside the unit or more conveniences when it comes to

owning a pet

Property management is likely to receive many suggestions with this strategy, and it is not necessary to consider

every one of them. With this type of survey, you can obtain a general idea about what most renters are seeking

in their units.  

Keep Up with Emerging Trends

According to latest studies, more than 25% people use apps or mobile sites to search for suitable apartments.

This trend is only going to increase, since people are depending more and more on their mobile devices and

smart phones. Therefore, do not forget to include tweets and text messages in your marketing strategy.

Additionally, make sure the property site is designed to be viewed across multiple types of mobile devices.

Try Different Approaches to Stay in Touch

Staying in touch with residents is even more important once they have signed the lease. Property management

newsletters can work fine; however, a personal email is usually more effective in soliciting a response.

Recruiting New Staff in Property Management

Recruiting a new employee to join the property management team can be challenging task, especially when you have to focus on defining policies and roles, and assimilating the new member into the corporate structure. However, when proper measures are adopted for taking the new person on board, property management can cut out some of the training costs and reduce the possibility of friction and stress with existing staff.

Secondly, providing the new member with the right resources and tools will not only build morale but also lessen the employee turnover rate. Here are some important points that can help in making the recruiting process smooth and effective.

Detailed Job Description

To avoid future disappointments, it is important to provide a detailed job description to candidates even before the interview. Orientation programs and training sessions may help, but the candidate should be ready to fit into the position. Detailed guidelines could include comprehensive strategies, possible career paths, and earning potential.

Honest and Open Representation of the Company

Misrepresenting company culture, company policies, and required duties is a big mistake. The new employee will not only be frustrated when he or she finds out the truth, but will also become disillusioned about company expectations and policies after a few weeks on the job.

Detailed Instructions

The new employee should be given detailed instructions about practically everything from company policies, management structure, dress code, to the place where he can and cannot park his or her vehicle. This can help the employee avoid embarrassing mistakes and he or she can have a clear-cut outline on what is expected.

Proper Introduction

Key staff members and supervisors must be given adequate information about the new employee, which may include a job description and resume. Arrange a semi-formal meeting, where existing staff members can discuss the overlapping of roles and allocation of specific duties for the new employee. It is always magnificent to have the new employee partner with an existing employee or supervisor, who can be a mentor. The mentoring role could include clearing doubts of the new employee, and helping him or her adjust to the work environment and company culture.

Follow-up Meetings

It is important to know how the new employee is doing and whether he or she is able to cope with the workload and existing company culture. Scheduling personal meetings once a week, in the beginning would be a prudent idea, and later it could be done monthly or bi-monthly. However, always have an open-door policy for encouraging comments and feedback from the new employee.

Pro-active Approach of Management

Property management should have a pro-active approach concerning new employees. Concerned manager or supervisor should be quick to reward the new employee when he has performed well, or when he has taken extra initiative. Management should also be vigilant about negative behavior and should make the employee aware of the consequences of continuing along such lines. Performance reviews should be held on a regular basis since this will not only bolster confidence, but also will provide a clear picture to the employee of what is expected of her or him.

Explain to Tenants the Effort Required in Delivering a Clean Unit to Them

It is the legal duty of the property owner or property management to deliver a clean unit when a new tenant moves in. Similarly, tenants are also required to keep the unit reasonably clean when they are moving out. However, this rarely happens, and property managers have to hire cleaning contractor, to make sure the unit is tidy and clean for presenting to new tenants.

For property managers who are making all these efforts and incurring these costs, why not let the new tenants know the amount you have invested in preparing the unit for them. Better still, rather than explaining what has been done, you could provide invoices of the cleaning service. Apart from providing the invoice copies, the cleaning service can also be referenced in the inspection report.

Obtain a Detailed Invoice

However, a simple invoice from the cleaning contractor will not do, since the tenant is not going to know what exactly was done to the unit. So it would be much better to turn over an invoice that mentions in detail all the areas that were worked on, and the different types of surfaces that were cleaned. When you present copy of such an invoice, then the tenant will also have the opportunity to check out all that was done to clean the unit. This is why it is prudent to reference this invoice copy in the inspection checklist and report.

Here is a general list of items that should be included in the invoice:

  • §Cleaning of all bathrooms
  • §Cleaning of all windows, outside and inside, with window frames
  • §Cleaning of all kitchen surfaces, pantry, drawers, cabinets
  • §Cleaning of dishwasher
  • §Cleaning of oven
  • §Cleaning of curtains and venetian blinds
  • §Cleaning of light fixtures, power points, and switches
  • §Carpet cleaning
  • §Vacuuming and mopping of all hard floors

Additionally, these items can be checked by tenants and you could have them sign off on the property inspection report, confirming all this work was completed.

In the Event of Discrepancies

If tenants find any discrepancies or if the cleaning in a particular area is not up to their standard, the invoice will prove that you had it commercially cleaned and are in accordance with the cleaning schedule.

However, it is marvelous and astute practice to entertain objections of the new tenants about the standard of cleanliness, even though the unit has been cleaned by a professional service. Thank them for their feedback, and ask them to list specifically the cleaning that was sub-standard, and if their complaint is genuine then you should remedy those items. 

Why do all this?

Tenants usually have no idea about the cost that goes into cleaning a unit and making it ready for them. When you show them how much you have invested in pre-tenancy cleaning, it will clearly demonstrate that you care for your tenants and about the property. Tenants will start to respect your commitment and they may respond by keeping the unit in stellar condition as well. 

Dealing Confidently with Tenants

Dealing confidently with tenants is critical to effective property management. Surprisingly tenant phobia is common amongst property managers, and they tend to either ignore tenants or allow tenants to set the rules. Both situations are disastrous, and they can lead to much more complications and legal troubles. Hence, property managers should learn to deal with tenants confidently and professionally, without being scared or rude.

It is Easier than You Think

The main aspect that shakes the confidence of a property manager is the objections raised by tenants and the right response that is required in that situation. However, you will find that there are only certain numbers of objections tenants can raise, and in time, you will know that these same complaints are made repeatedly. Based on this information, all you need to do is patiently hear these complaints, and with experience, you will learn to provide the expected response for the situation.

Improving Your Negotiating Skills

Sharpening your negotiating skills can help a lot in dealing with tenants confidently. The best way you can learn to be an adept negotiator is by learning from your mistakes. So you should keep notes about why negotiations took so long, or why they failed completely.

Next time you find yourself in a similar situation, you will be much better prepared. Additionally, keep notes of what worked as well. However, never show discomfort while communicating face to face with tenants. Once they realize you are out of your comfort zone, the will try to take to advantage of you. 

You may want to have a witness or someone else with you that you work with and also to record the conversation just in case there is any fallacious tenant accusations.

What You should never Say to Your Tenants

You should never say to a tenant that you do not have time or you are too busy to listen to what they have to say. Tenants will immediately form an opinion about you that you are rude or that you cut corners.

In such a situation, tenants will start responding accordingly, and you will find that they have started to pay their rents late or they are not following the terms of the lease agreement. It is a natural tit for tat response on the part of tenants, when they feel you are ignoring them or not giving a fair hearing to their complaints or requests.

However, there will be times, when you really may not have the time. In such a situation, you only have to phrase your words appropriately. Instead of being dismissive by saying you do not have room in your schedule for that day, put it more positively by saying you are going to attend to their request shortly.

How to Respond When You do not Deliver

In property management there will be many instances when you are unable to keep to deadlines or finish the repairs by the promised date. Even in such situations, you can still maintain your confidence and professional attitude. Respond by giving another date of expected completion, and you do not have to provide a list of reasons or excuses why the job could not be completed on time. The main reasons for the delay can be mentioned briefly, however, avoid entering into an argument with the tenant.  

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