Tom's blog is written by PMA Executive Vice President Tom Cohn who shares his observations on property management, business practices and items of interest to PMA members and their coworkers.
We tend to focus on what we want our residents, tenants and customers to believe, but we often ignore the prospective resident’s lens and what customers/residents believe is right for them. Do your leasing professionals consider what story residents tell themselves?
What policies and procedures do you have that only serve your interest to the detriment of those who pay the bills every month? What are you going to do to change?
If you walked to the center of your leasing or management office, closed your eyes and rotated three hundred and sixty degrees, what would you see that is different than what you might have seen 10, 15 or 20 years ago?
What most team members want and need is a corporate culture that cares about them, and you don’t have to spend a lot of resources to demonstrate every day that you care about the people that surround you.
How can you tell if your team is passionate about what they do?
The challenge most of us face is, first, to confront our own weaknesses and then figure out a way to overcome them.
The mindset that you and your team members have when they arrive at the office have a definite impact on productivity and customer relationships.
Many of us believe we are good listeners in much the same way we believe that we are above-average drivers. More often than not though, we are not as good a listener or driver as we would like to believe.
Del Poling is a hero of mine. It’s hard to forget what he taught us about a 4-year-old’s behavior at a PMA Board strategic planning session and a PMA seminar more than a decade ago. He referred to the 4-year-old’s behavior, or passive dependence, to describe those who don’t and won’t take responsibility for their actions or always blame others if something goes wrong.