By Aaron Strole, Owner
Let’s face it, property management can sometimes feel like you’re constantly putting out fires. And no, we don’t mean actual fires (though there’s that too); we’re talking about those metaphorical ones. From maintenance emergencies to tenant complaints, the “fires” seem endless. But here’s the good news: you don’t have to live in crisis mode. Your best fire extinguisher? Communication.
Snuffing Out Fires with Quick Responses
At Capital Asset Management (CAM), we know firsthand that prompt communication is the key to keeping things under control. Whether it’s a tenant with a broken AC or an owner looking for updates on building performance, responding quickly reassures people that their concerns are being handled. A simple, “Thanks, we’re on it,” can calm a storm before it even begins. Quick responses make tenants feel heard, and a happy tenant does not turn a small issue into a five-alarm fire.
Proactive Communication Prevents the Spark
The only thing better than a quick response is preventing the problem in the first place. That’s where proactive communication comes in.
Think about it: if you know a big maintenance project is coming up—like HVAC work or elevator repairs—why wait for tenants to find out the hard way? A quick heads-up email explaining what’s happening and how long it’ll take can go a long way. Tenants appreciate being kept in the loop, and you avoid the angry phone calls that come from feeling blindsided.
The most proactive way to communicate managing a property is to have a great plan. In the property management world, we call that the annual budget. Need an asphalt reseal? It’s in there. How about roof leaks? They never happened because of the roof recoat, and the expense was spread out over three years to keep the tenant reimbursements manageable. Monthly maintenance, lease income, and projects are all communicated in advance so that our clients know what to expect and our tenants can focus on their business.
At CAM, we’ve seen how proactive communication not only prevents complaints but builds goodwill. Tenants trust that we’re managing things behind the scenes and keeping their needs in mind. It’s like putting out a fire before anyone smells the smoke.
Don’t Just Be Fast—Be Useful
Here’s the thing: responding quickly is important, but what you say matters too. Tenants don’t just want an acknowledgment—they want to know what’s being done and when. If a tenant reports a broken window and we reply with “Got it,” we’re not giving them the information they need.
At CAM, we make sure our communication isn’t just fast but also useful. Tenants want to know what we’re going to do about the problem, when we’ll do it, and how it’ll affect them. Setting clear expectations prevents misunderstandings and keeps everyone happy. After all, it’s better to douse the flames early than let a small issue flare up.
Building Fireproof Trust
At the heart of it all, communication builds trust. When tenants know we respond quickly and keep them updated, they feel valued and stay longer. Property owners, too, are reassured that their investments are in good hands. Our training, education, and certifications all reinforce proactive and transparent communication. With fewer fires to fight, we have more time to make your real estate better.
At CAM, we believe communication is the ultimate fire extinguisher for property managers. It keeps the flames of frustration at bay, strengthens relationships, and ensures that properties run smoothly—for both tenants and property owners. Communicate early and often—because the only flames you should be dealing with are at the office barbecue.
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