Sugar Coated or Honest Feedback in Difficult Situations!

Sometimes we can be afraid to tell our landlords the whole honest truth during difficult situations like tough market, difficult tenants, damaged property, rent arrears, or other escalated circumstances. Often we think we are protecting them, sometimes we may be afraid of blame - what if they think it’s our fault, what if they don’t listen, and then there can be a fear over - what if we lose the management?

The problem is that when we sugar coat things, pretend everything is fine, or omit difficulties; we may actually be making our job harder in the long run.  The landlord may not then fully understand the gravity of the situation, as they have been protected and sheltered from the truth the whole way. This may make it difficult for them to take our advice or have trust in us.  We then get frustrated with them when they won’t listen.

The key when providing honest feedback is to not just dump the tough or negative news onto the owner – but to use the opportunity to show you have a plan in place.  Explain that you want to be transparent about the situation, for them not to be alarmed because, as the experts, here is our plan to overcome the obstacle or challenge.

If they are confident that we have it covered, and that you have just been honest to make them aware, the benefits will be two fold.  As mentioned, it shows not only that you have the situation under control, but that on the other hand it actually substantiates to them the value of having a property manager in place.

The best relationships (whether with our landlords or the people in our personal lives), are built on communication concepts such as honesty, trust and transparency.  If you can be honest and transparent in a tactful way you will generate respect and trust with your landlord, and you will be surprised how much better prepared they are to listen to your advice and guidance  They will even have a deeper understanding for what we do each day.

The word tactful is important here, as we may need to think about the way we phrase things.

The stronger your relationship the easier it will be to 

• Get the landlord to listen to us when we are providing advice on removing difficult tenants
• Adjusting the price in a difficult market
• Agreeing to maintenance and repairs
• Settling on difficult bond claims
• Dealing with complex tribunal or insurance claims 
• And many of the other difficult situations we face as property managers each day. 

What do you think? When it is a good time to tell the truth? And when it is it a good time to keep some things a little sugar coated or even hidden!  Be sure to comment and let me know your thoughts....

Hermione Gardiner