We have a standard operating procedure at HomePointe Property Management for new property managers. That procedure is to not allow them to guess or make up answers to questions they have not before experienced within our company.
The way it works is this. If they have not been trained to answer a question they have or that a client has asked, they are to find out the answer from a supervisor or the broker. They are instructed to never guess or make up what they think is a logical answer.
I have told new property managers many times that their instincts do not work in this business. There are too many variables, too many laws, too many people trying to cross the moat and get into our castle. The way to stop the nonsense is to obtain the right answer from a more experienced person in the company.
That way no new person is creating company policy, they are following it.