Don’t Like Wrangling Cats? Use Proactive Management

Don’t Like Wrangling Cats? Use Proactive Management

In the many years that I have worked in our industry, I’ve noticed that our job often feels very similar to fighting a fire or wrangling cats. Both are high energy and even higher stress activities. There are days when you feel like it’s one step forward and two steps back.

Looking at what has worked for me over the years, I’ve adopted a philosophy. Basically, I’d much rather spend my time and effort preventing fires, than to rush around in a panic putting them out. There are several reasons why this school of thought is my comfort zone; it is safer (I don’t like trouble); it is less stressful; it is structured rather than frenetic; it is less work; and I am prepared when I face a situation.

Safer Managing

Safer managing, as a reaction, puts you at greater risk of missing something vital, making mistakes, and finding yourself in some kind of trouble. It can be a very unpleasant experience to find yourself explaining your actions to an angry client. Especially, if you could have avoided this, if you had only been proactive in your management of that client’s property. For instance, one of my pet peeves is late rents. They create so much extra work. But, I am adamant that I WILL call my owner-client and break that news to them, BEFORE they call me and ask me, “Where is my rent?” Reacting to that question by trying to explain why you didn’t tell your client what was going on is never the safe approach to handling rent collection problems. It isn’t the property manager’s fault that the rent is late; but, it is their fault if they don’t contact their client and warn them.

Stress

Speaking of angry clients, I can think of few things more stressful than having those conversations. Managing in a reactionary manner means that you are often in a hurry. You are forced to deal with the unexpected, when your time is already committed to something else. Putting aside your list of tasks (and they always have deadlines, right?) to deal with a problem that you could have avoided is frustrating. It creates a domino effect on your entire workload.

All of these things: exchanges with angry people, being rushed, diverting your resources on the fly, missing deadlines — wow, talk about stress-inducing activities!

Structure

Now, this is an aspect of proactive management that I acknowledge is a personal choice. I know people who absolutely thrive on frenzy. It energizes them and gives them opportunities to stretch themselves. They love it. I don’t so much, so I’ve adopted behaviors that create structure and method to my responsibilities. I like having a tickler of pending tasks and other important deadlines. These things keep me on track; reinforcing my attention to detail, and helping me avoid the unexpected. Making a reminder for something that needs attention three months from now puts you in control; you prevent having it fall off your radar — and I’ve found that when you follow up on that “reminder” without someone else having to ask you about it — it really ramps up your credibility with your client!

Less Work

This one is a hard one to sell, but it is true. Being proactive means you control your workload. Handling maintenance is a great example of this. It’s like going on a road trip; wouldn’t you rather spend a few minutes studying your map, than to waste hours driving around lost?

Being Prepared

Preparation brings its own brand of credibility. Investing time in getting prepared, and having a plan to follow, means that you present yourself as a property manager who has their act together. It is one of the most compelling impressions you can give in your interactions with people.

I have found that being a proactive property manager enables me to exercise control over a job that borders on the uncontrollable much of the time; it is the nature of the beast and it is why our owner-clients need us. As Mark Twain once said, “The secret to getting ahead is getting started. The secret to getting started is breaking down your complex, overwhelming tasks into small manageable tasks; and then, starting on the first one.” For me, the first task is always going to be the one that is proactive.

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Residential Resources: December 2016 Issue: Volume 27, Number 11