Managing Tenant Expectations
As I specialise in property managing tenant expectations is a large part of the roles I have previously undertaken and to do this day do.
Often what people want and demand are totally unrelated to reality and what they can realistically expect. As a tenant while you would love your Property Manager to act as a Fairy Godmother, when the heating breaks down in the middle of winter during a very cold spell, you are unlikely to get a heating engineer out that day, whether you are a homeowner or a tenant.
I know of Property Managers who have been called at 1 am in the morning because one of the other tenants has had a drink.
My personal favourite this year is the tenant demanding we buy them new socks because the washing machine door has jammed and their socks are stuck in it and they haven't budgeted to buy socks. They were advised to visit the local supermarket (just 5 minutes walk)!
Along with the what ifs in life. I have responded to all of these this year as a VA. The fact people think you are available 24 hours a day, 7 days a week is incredible. As a team leader for one of my client's I regularly remind the team I don't expect them to respond to things late at night, for their own sake, as it creates a precedent.
I have actually had to block tenants from my phone, so that they ring the office, as what they deem urgent on a Sunday afternoon or at 10 pm at night is not necessarily urgent. On more than one occasion I have had my weekend disturbed while trying to spend time with my family. There are times when my daughter has threatened to throw my phone in the nearest lake/ river. More recently while sat at an airport I received an email from a tenant, that was the impetus I needed to delete the inbox and add it onto my phone when I returned from holiday.
If you are a tenant, and I am, please consider what you do and when you need to contact your Landlord/ Property Manager/ Letting Agency. Everyone is entitled to their time off.
I am a small business Virtual Assistant and run my business freeing people up to do what they do best, while loving the paperwork you hate!