I'm heavy into move-out/move-ins and have had 3 property owners travel a few hours to come do minimal work on their property between tenants.
I met with one couple on Saturday at their old home/property as they were coming for the weekend to do minor repairs, skirt/clean up the trees and they expected to have to repaint. The home was spotless after 3 years of the same residents with two growing to four kids...they were super pleased and she shook my hand when I was leaving with tears in her eyes indicating she heard so many horror stories and was so pleased they had chosen me as their property manager.
I have new client/property owners who were vacating on Saturday and had to return to the house for one last forgotten item and found my workman preping the walls for paint as new residents move in on Wed - 3 days to prep, paint and clean....they were surprised he was there on the weekend AND that there was already a detailed work order on the kitchen counter.
Lastly, local property owners who bought an undesirable rental home without PM advice 5 years ago and who then hired me to manage the home for them will spend days next week cleaning and mulching the yard of their NEW investment home. After 2 years of ownership of the "undesirable" rental home, they were able to 1031 exchange into a larger, more desirable home that I selected for them and have enjoyed 3 years of income since the day they closed on their purchase. I've arranged for repairmen to perform the work that will be taken from the prior residents' security deposit on Friday, a few days before their new residents take occupancy.
These three owners all made a special point to call or offer their "thank you" to me. Yes, it is my job and yes it has taken years of experience and developing resources to be able to dovetail these procedures to insure owners' properties are maintained and new residents' homes are ready for their occupancy; however, it is ALWAYS nice to be acknowledge for a job-well-done!
Wallace S. Gibson, CPM * GIBSON MANAGEMENT GROUP, Ltd.
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"...to be a Virginian, either by Birth, Marriage, Adoption, or even on one's Mother's side, is an Introduction to any State in the Union, a Passport to any Foreign Country, and a Benediction from the Almighty God...." Anonymous
Wallace, this kind of Customer Service is what makes or breaks a property manager. Kudo's for a job well done, and for being the kind of PM you are. You are a credit and tribute to all of us and to the industry. Jerry
Jerry * I've received 3 new-client phone calls in the last 2 weeks - all referred from current or past clients!!! These are the kinds of THANK YOUs I REALLY appreciate.....Mahalo for your kokua!!
Customer Service is hard in PM because you have two clients on the same property , the tenant and the owner, it is not an easy job. Congrats.