Being in business for a while, you learn by doing. It's not in books, or lectures, or seminars, it's in experience. Experience by doing. From the start you realize you are going to be working with people who you affectionately call your clients. In the
property management
business clients come in all sorts of forms. They are your residents, sometimes friends of your residents, owners of properties, advisers and attorney's for owners, assistants for owners, wife's/husbands, ex wife's\husbands, girlfriends, boyfriends, ex girl and boy friends, vendors, employees for the vendors...I could go on. Property managers often deal with life and death, family feuds, relationship issues, emergencies, criminal behavior, fire, floods, earthquakes, and now the pandemic. For good measure lets throw in the protests, along with looting, etc. Police stations were shutting down with "all hands on deck." While our world seemed like it was falling apart, many of our neighbors brought "food and hugs" to our police officers. In the middle of all of this, LRS Realty & Management was answering the calls, getting maintenance issues handled, renting the properties, collecting the rents and talking to our clients letting them know that we are here for them.
At LRS Realty & Management each one of us comes to the recognition that "being right, is never a substitute for being successful". Each individual we deal with must be treated with the respect they deserve, the courtesy they are entitled to, and the understanding that the uniqueness and the variations we come into contact with, is what makes us human. Today's modern property manager must connect with each individual they come in contact with. Our enhanced knowledge and sensitivities are far too great to justify anything else.
Today's business climate calls for individuals whose main task isn't necessarily to perform, but to service. LRS maintains that any bad review, any customer service complaint, has at its core, a communication issue. We must accept the responsibility. At the core of these issues is a word said or not said or a call not returned or not returned timely. An apology which needs to be said, or just the willingness to take the time to listen. Finally, the few minutes it takes to check back with the client, to see how everything is going.
We are not a finished product. We must continue to improve, and look for new and creative ways to do it. LRS is here working and moving forward with eyes wide open along with our hearts.
