All right, it's 11 pm at night and I got through the nine pages of the thread to review. Here's my first takeaway.
Some of the people here are known quantities to me and I've been following them for quite some time. I know @Dennis M. pretty well here on BiggerPockets.com and follow him carefully, so what he's contributed hasn't been much of a surprise. Likewise with @Linda S., one of the best people for renovation advice here on the site. I know @Jill F. in Akron and her multifamily business model. @Matt P.'s work in Columbus is the same kind of thing. I believe all of these people are self-managing local investors running rentals in their neck of the woods, quietly working away on their growing portfolios. Most, especially Matt and Linda, do almost all of their own work, as I do, unless I'm mistaken. Dennis and Jill are primarily in multifamily.
I've seen some of @Randy E.'s posts in the past, but his contributions here have been a real eye-opener. I've been missing out. I would also say the same about @Jonathan R.
There's a pattern that's emerging here of people who work in this space. We have individual, local investors who routinely have issues refinancing. I'm right in there now with portfolio refinancing from my bank (Dollar Bank), which has financed every step of our development from the first rental in 2013 through home equity and personal loans to now. Not many developed comments here by long-distance investors making money in the $30K space. @Account Closed, "deal belly to belly with these people." Much like Dennis, much of my childhood was spent in upstate New York (about 150 miles away from him, I'd guess?) in a $400/mo. rental on food stamps with no health insurance and the phone ringing off the hook by people looking for their money out of my dad. Yeah, we moved the car around to avoid it being repossessed. Yeah, in desperation, my father started a small business in the rental and hid it from the landlord. Yeah, when I was in college, my parents paid for some of their bills with my credit card and didn't tell me. I'm not a stranger to what poverty does to people.
But still, I have some trouble relating to my tenants. I recently got into a discussion with one of my tenants about the sewer payment. Currently, the way it's set up, I pay the sewer on her SFR, and the sewer bill is tied to her water bill. The borough, or rather the service that sends out the bills, has been on me to switch the bill to the tenant as is customary for this area. So that's what I'm going to do, and give the tenant a rent cut so she can pay for it.
I tried to explain this twice to the tenant and never seemed to get anyway. It wasn't until I realized what was wrong and stated what I needed to state firmly and clearly that I finally made headway, "We am not trying to sneak an undercover rent increase by you. This is going to be cost neutral, I can promise you."
The problem here was that I have not lived in a low-cost rental property for many years now, and I couldn't see how she was seeing it, from the perspective of having spent all her life in this kind of housing out here in western PA, where I've seen a lot more crappy landlords than I have crappy tenants. In her world and social circle, any landlord, regardless of any past behavior, can turn on you at any moment, and this is even more true of landlords who live far away and only communicate through a property management company and certified mail. Picking up the phone and calling the landlord and having him show up quickly, let alone show up WITH TOOLS, is an incredible luxury.
My tenants call me when something needs to be taken care of. They call me when they see my investments are in trouble. I am there routinely with furnace filters and batteries for the CO2 detectors and smoke alarms. They know me. They know I'm committed to the area. They know I have the construction knowledge to understand that many minor issues are not their fault, and I'm not always trying to pass the blame and expense to them. Holy smokes, I remember this guy here in the BO forums a few months ago asking about passing the expense to a tenant for replacing a mirror in the bathroom that had been damaged because "the tenant's showers are just too long."
You've got to be able to work with tenants openly and fairly and speak to them in the language they best understand, and local investors can simply do more of that better than long-distance investors, most especially if they can understand where these people are coming from through their own personal backgrounds.