Elevating the Owner Experience

June 17, 2025

Business is about people. If you don’t understand people, you can’t understand business. Property management is no exception. While much has been said and written on resident satisfaction and retention, and rightfully so, it’s equally important to focus on the owner experience. 


The property manager is the agent of the property owner. A property manager’s relationship with the owner is key to long term success. It’s built on a foundation of trust, value, and problem solving. Property owners entrust their investments to property managers, expecting professional operations and problem solving, consistent communication, and maximized returns. 


Professional Operations and Problem Solving


Property owners hire a property manager to solve their problems. These problems fall into three main categories: property management, accounting, and maintenance. Within these categories are an array of problems to be solved and tasks to be completed. These include leasing, rent collection, resident management, maintenance requests, paying bills and financial reporting. 


Professional operations require effective processes. Many of these processes rely, at least in part, upon property management software to help reduce administrative burdens and enhance the owner experience. Tools that automate rent collection, maintenance requests, and lease renewals save time and minimize errors. Examples include an online portal where owners can view real-time financials or approve repairs offers convenience and transparency.


Technology also enables data-driven insights. Providing owners with market analysis, such as local rental trends or occupancy rates, helps them understand their property’s performance in context. Property owners value managers who use technology to simplify processes. By embracing these tools, managers can deliver a polished, professional experience that aligns with owners’ expectations.


Clear and Consistent Communication


One of the most critical aspects of a positive owner experience is transparent, timely communication. Survey any group of property owners about their biggest frustrations with their property manager and you’ll likely find lack of responsiveness and communication at the top of the list. Simply put, communication is critical. 


A sometimes overlooked component of communication is financial reporting. It ensures owners are aware of the financial performance of their property, and the associated income and expenses. This requires timely and accurate owner financial statements, and the ability for an owner to call and speak with a qualified accountant to answer any questions. .


Maximizing Returns


Ultimately, owners want their investments to perform. However, maximizing returns isn’t as simple as raising rent. It also entails resident satisfaction and retention to reduce turnover, which also reduces turnover costs. 


Maximizing returns also encapsulates minimizing maintenance costs, which includes hiring a team of qualified vendors and negotiating favorable pricing. It may also include recommending biannual property inspections and proactive maintenance to help protect long-term value, giving owners peace of mind.


Finding the right mix of increased revenue and cost control can optimize returns and minimize vacancies and other challenges. But it requires a skilled property manager with a trusted relationship with the owner.


Property managers who focus on the owner experience stand out from the rest. Owners in such relationships feel valued and see the downstream financial results of a healthy partnership and elevated owner experience. This approach not only retains clients but also turns them into advocates who refer others, driving business growth. In a crowded market, putting owners first is the key to standing out.

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June 24, 2025
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Problem Solving in Property Management

May 23, 2025
At its most basic level, property management is about problem solving. This is precisely why investors hire a property manager–to solve problems for them. It’s also why there can be so much variance in performance amongst property managers in the industry. Good property managers solve problems, great property managers anticipate and prevent them as well. It’s the difference between passive and active property management. Passive property managers let things happen then try to clean up the mess. Active property managers anticipate and prevent problems, and solve what remains. Generally speaking, problems fall into one or more of three categories: management, accounting, or maintenance. Each category has both routine and unexpected challenges that can surface. With the right systems and processes in place, the routine problems can be prevented, minimized, or resolved quickly. This frees up time and resources to resolve those unexpected or unpreventable problems that may arise. Systems and processes are often reliant upon the underlying software and other tools available. Processes are designed to complete tasks and perform functions common to each category, and are best designed when they are enhanced by the software platform the management company has selected. For example, Trailhead uses Appfolio, which has several key features designed to assist workflows from everything to marketing and advertising properties to new prospects, to screening and approval, to accounting, and maintenance. As is often the case, the best tools are only as good as the operator. In moving from passive to active property management, learning and leveraging the capabilities of management software greatly increases the ability of the property manager to identify and prevent problems, and resolve them to benefit both their investors and residents. Timely communication is another key to problem solving. This one seems obvious, but it’s prevalent throughout the industry. Read reviews of frustrated residents and chances are you’ll find a few common themes with the inability to get a hold of their property manager as a major factor. Residents routinely have questions about their lease, maintenance requests, or rent payments. And while most property managers have several communication channels at their disposal (text, phone calls, emails, in person, etc.) poor communication remains a top complaint amongst residents. Poor communication also acts as a multiplier of other problems. Very few fires burn themselves out on their own–they tend to grow and intensify. This can be especially true in maintenance. A problem deferred quickly becomes a problem magnified. If your property manager is a poor communicator, or avoids talking to residents, chances are they’re struggling under the increased burden of preventable problems stacking on top of one another. Problem solving should be the foundational skill of every property manager. If your property manager seems problem avoidant, or hesitant to communicate with you as an investor, or with residents, it may be time to consider a change. Upgrading from passive to active property management can make all the difference.