How I Made All My Customers Happy

By
Property Manager with HomePointe Property Management, CRMC 00691121

In a recent dream, I decided to make everyone I deal with happy.  I would be the most popular and successful property manager in town and my business would be the envy of the industry. 

It would be easy too.  I would just deliver on the requests of my clients, both owners and tenants.  At the end of the day, everyone would be happy with me.

Each new property management client would be asked how much they felt my fees should be and I would agree.  I would not ask them to spend money to make the rental presentable.  We would make it work.  The owner would want a certain rent, maybe over priced, and I would tell them I could get it for them in a matter of weeks.  Advertising costs would be no charge.  What a happy client I would have.

Now, I would start showing the property and if someone came to the appointment, I would tell them to fill out our application and pay no fee for the credit report.  I would tell them up front that their application would be approved without any formality of actually checking the facts.  We believe them!  Pay with a check if you wish, cashiers checks are so hard and expensive to get. 

Now I am so popular. 

Wait, I just got a fax from the bank, the security and first months rent check bounced.  Now I have to tell the owner that we have to evict the tenant that has paid nothing.  In addition, the tenant is complaining about a torn carpet that was not repaired and someone has tripped breaking their leg.  I am to hear from their attorney. 

Suddenly, and it did not take long, I am not so popular and everyone is mad at me.  If they are not mad, they are ripping me off.    Wait, the buzzer went off and my dream (nightmare) is over.

Now I am getting up to go to work.  My real new account appointment that I have today will involve a discussion on what maintenance must be done and what the real rent range is.  Our commissions will be a point of contention as some sales agent that just opened their business is undercutting my fees.  Some prospective tenants will have to be told they don't qualify.  We do not want to do business with them.  They will accuse me of something bad.

I am awake and I have been in business for 30 years.  Luckily, in my real life I know how things work and I know not everyone will like me so I might as well do the right thing and stay in business for the long term.  You see, people that have standards also have enemies.

Posted by

Robert A. Machado, CPM, MPM

HomePointe Property Management

Sacramento, Yolo, El Dorado, and Placer Counties

We manage residential and commercial property.

916-429-1205 x 105

rmachado@HomePointe.com

close

Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Sandra Forbes 01/15/2010 01:23 AM
Topic:
ActiveRain Community
Groups:
Property Management
Property Managers
Landlord Issues
Property Management
Realtors®
Tags:
property managment

Spam prevention
Show All Comments
Rainmaker
623,234
Morgan Evans
Douglas Elliman Real Estate - Manhattan, NY
LICENSED REAL ESTATE SALESPERSON

Even if you were able to give everybody exactly what they wanted, there are always some people who will come back and ask for more, impossible to please.

Jan 14, 2010 10:17 PM #14
Rainer
126,444
Tony Grego, 317-663-4173 #1 Trade Association for Alternative Inv
REISA - 317-663-4173 - Indianapolis, IN

While it would be nice you can't please everyone. Play by the rules. Do the right thing and it will be what it will be

Tony

Jan 14, 2010 10:59 PM #15
Rainer
234,783
Diane Rice
Rice Prprty Mgmnt & Rlty, LLC, South Holland, IL - Lansing, IL
SFR, SRES, CNC

EXCELLENT Robert!  Congratulations on  being Featured!!!!!  What i REALLY like: 

"people that have standards also have enemies"

Our standards have produced many enemies.... we just move on!  Thanks for making us look REAL GOOD in the Property Management Group!

Jan 15, 2010 12:32 AM #16
Rainer
100,401
Dianne Bartlett
Brightside Realty, LLC - Austin, TX

Robert:  Bless you for doing the hardest work in our industry:  property management.  I'm grateful to be able to refer business to experts like you, and I hope you always get paid full price - you deserve it.

Jan 15, 2010 01:43 AM #17
Rainer
35,298
Roger Howell
Fairway Independent Mortgage Corporation NMLS #2289 - Boise, ID
We do business the Fair way!

What was the name of that song in the 70's that went sort of like "you cant please everyone, so you gotta please yourself?"

Good words to live by.

Jan 15, 2010 04:29 AM #18
Rainmaker
254,487
Robert Machado
HomePointe Property Management, CRMC - Sacramento, CA
CPM MPM - Property Manager and Property Management

Roger, I remember that song.  It was sung by Ricky Nelson and is called Garden Party.  Great song by a great singer.

 

Jan 15, 2010 06:04 AM #19
Rainer
42,405
Dynamic Page Solutions
Dynamic Page Solutions - Mesa, AZ

Robert,

I salute you for being in property management. Maintaining an ongoing relationship with people without making someone at some point mad is an impossibility. My guess is that the bulk of people that get angry at you are the tenants of the property's your brokerage manages. They accuse you of stealing their deposits when they left the property in super great condition although there's a hole in the wall, the carpet is trashed and it reeks of cat pee.

Jan 15, 2010 06:15 AM #20
Rainer
333,852
Frank Castaldini
Compass - San Francisco, CA
Realtor - Homes for Sale in San Francisco

Most brilliant.  The point is to have high standards.  It's the right thing to do, there will be those who will be pissed off.  In the end, as you say it's about staying in business for a long time.  Kudos to you.

Jan 15, 2010 03:44 PM #21
Rainer
333,852
Frank Castaldini
Compass - San Francisco, CA
Realtor - Homes for Sale in San Francisco

Anita,  I had the same situation.  I was nice...and a tenant kept a cat in the house after tell me she didn't have one.  Cat destroyed the carpet.  I was soooooooooooo disappointed.  I had to remove the carpet.  I was only two years old.  After heavy duty carpet cleaning and cat pee removal products it still was awful.  I wouldn't have lived in it that way so I had to trash it, put in new carpet.  You can try to help some people but sometimes it's better to just give a few bucks to charity.

Jan 15, 2010 03:47 PM #22
Rainmaker
613,650
Todd & Devona Garrigus
Garrigus Real Estate - Beaumont, CA
Broker / REALTORS®

We strive to make loyal clients, not satisfied clients. Loyal clients always come back- satisfied just means they have no complaints. Great post!

Jan 15, 2010 04:44 PM #23
Rainer
5,535
Michelle Morgan
Help-U-Sell Real Estate Specialists - Lake Havasu City, AZ

I like the way you started your article, cleaver. I admire a good property manager they seem to be hard to find or maybe people just like to complain. It's a tough job and I'm glad that you seem to enjoy it and work at being good at it. Keep representing!!

Jan 15, 2010 07:49 PM #24
Ambassador
2,011,593
Christine Donovan
Donovan Blatt Realty - Costa Mesa, CA
Broker/Attorney 714-319-9751 DRE01267479 - Costa M

Sounds like you were definitely in the throws of a nightmare.  Life is not always perfect, and as professionals, it's important that we use our knowledge to explain the realities to our clients.

Jan 16, 2010 08:01 AM #25
Rainer
234,783
Diane Rice
Rice Prprty Mgmnt & Rlty, LLC, South Holland, IL - Lansing, IL
SFR, SRES, CNC

Robert, make sure you ASK about your STAR status on a BADGE next to your name... it should be showing up as a result of being featured.

Jan 17, 2010 06:02 AM #26
Rainmaker
254,487
Robert Machado
HomePointe Property Management, CRMC - Sacramento, CA
CPM MPM - Property Manager and Property Management

Diane,  who do I ask? 

 

 

Jan 17, 2010 10:20 AM #27
Rainmaker
99,012
Robert Machado
Homepointe - Sacramento, CA

Classic--probably one of the dreams that cycle through our minds like winning the lottery and learning of some lucrative inheritance!  My dreams are of an endless supply of new accounts with little if any effort--since that doesnt happen it's back to the good ol grind of outworking the competition to be the best!  

Jan 23, 2010 05:46 AM #28
Rainmaker
254,487
Robert Machado
HomePointe Property Management, CRMC - Sacramento, CA
CPM MPM - Property Manager and Property Management

We can dream!

Jan 23, 2010 11:08 AM #29
Rainer
234,783
Diane Rice
Rice Prprty Mgmnt & Rlty, LLC, South Holland, IL - Lansing, IL
SFR, SRES, CNC

Robert... click on the bottom where it says contact Active Rain.... let them know of your feature and that you have no star.  When i have done it, they have responded.

Jan 24, 2010 07:51 AM #30
Rainmaker
254,487
Robert Machado
HomePointe Property Management, CRMC - Sacramento, CA
CPM MPM - Property Manager and Property Management

Ok, I will give that a try.

Jan 24, 2010 08:12 AM #31
Rainer
234,783
Diane Rice
Rice Prprty Mgmnt & Rlty, LLC, South Holland, IL - Lansing, IL
SFR, SRES, CNC

POWERFUL - IT WORKED - STAR LOOKS GREAT ON YOU!!!  CONGRATS AGAIN!!!

Jan 25, 2010 08:48 AM #32
Rainmaker
254,487
Robert Machado
HomePointe Property Management, CRMC - Sacramento, CA
CPM MPM - Property Manager and Property Management

Nice, thanks Diane.  I felt silly asking for a gold star for my work.  Back in grammer school....

Jan 25, 2010 10:26 AM #33
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
254,487

Robert Machado

CPM MPM - Property Manager and Property Management
Ask me a question
*
*
*
*

Additional Information