What do you think makes a great property manager

Question

For those of you who have hired property managers in the past, I’d love to hear your perspective. What qualities, systems, or habits made a property manager stand out and made the experience positive for you? On the flip side, what things have frustrated you or caused you to move on to another manager?

This seems to vary a lot depending on investor goals, so I’m curious to hear different experiences.

Drew Sygit · Answer

Using consistent communication to set and agree on expectations.

Sounds simple, but it is NOT!

Challenges:1) Timing - PMCs don't always have time to communicate with an owner as roughly 20% of the time they need to make a "spot" decision.

2) Owners NOT Responding Timely - this gets so bad at times we've had to resort to messages ending with, " if we don't hear back from you within X days, you'll force us to use our best judgment subject to your portfolio's available funds".

3) Unreasonable - some want MORE than 3 bids, want bids on nonsensical stuff.

4) Desperate Owners - we know many have mortgages to pay, but when something needs fixing, we are NOT a lender to cover the cost and pay ourselves back with future rents! That's often actually illegal.

5) Uneducated Owners - it's really not a PMCs job to have to explain management basics to owners. They should be learning here on BP and other forums - unless they want to pay us by the hour for the extra time they expect from us. They also don't bother reading or following the management contracts they sign or take the time to read their PMC's website for common questions.

Peter Mckernan · Answer

Attention to detail and being strict but not a jerk. Those are two good traits that will win out in property management. I used to be easy on the tenants and just allow really anything then I realized there is a good middle ground that both tenant and owner are needing to be at, so be strict on what needs to be done and make sure the expectations are set from the beginning.

Christian Bensch · Answer

@Peter Mckernan love it.

I am convinced that good communication between both parties is the key.

At the same time, it is important to support the property owner – after all, it is their asset. Still, tenants should never feel like they are only there to “pay the bill.”

That’s why I believe:

• Expectations and requirements must be aligned upfront.
• Clear and transparent communication prevents frustration.
• Regular reports and established standards create trust on both sides.

From my own experience with international tenants (from the U.S. and Poland, in properties I manage in Germany), I’ve learned that:

When tenant expectations are unclear and the owner’s options are not transparent, frustration arises very quickly.

This is why I always put a strong focus on clear communication – supported by structured reports and professional standards.

R. Elle Berry · Answer

That’s a really solid perspective, thank you for sharing. I couldn’t agree more that communication is at the center of successful property management. When owners, tenants, and managers aren’t aligned upfront, small issues can snowball quickly.

I like your point about balancing both sides, supporting the owner while also making sure tenants feel valued, not just like rent checks. That balance really is what keeps turnover low and protects the owner’s asset in the long run.

I also agree on the value of structured reporting. Consistency builds trust. Owners shouldn’t be left wondering what’s happening with their property, and tenants shouldn’t be left in the dark on expectations. Both sides deserve clarity.

Thanks again for your insights, really well said.

R. Elle Berry · Answer

Even after 18+ years in property management, I find there are always new tips and perspectives to learn from. My goal is to stay knowledgeable while also being fair to all parties involved. At the end of the day, I want both tenants and landlords/clients to feel satisfied and confident continuing to work with my team and myself.

Communication definitely seems to be the top priority based on most of the replies here. Thank you all for sharing your input and the personal situations you’ve come across.

R. Elle Berry · Answer

You bring up some very real challenges that don’t always get talked about openly. Communication sounds so simple in theory, but the situations you listed really show how messy it can get in practice.

I especially relate to the timing issue. Property managers are often in a position where they need to make spot decisions, and if there isn’t a clear framework or prior agreement with the owner, it puts everyone in a tough spot. That’s where having those expectations and “what-if” scenarios outlined upfront can save a lot of frustration later.

I agree, sometimes owners underestimate how complex property management really is. Educated owners make for smoother partnerships, while misunderstandings (or skipped contract details) create unnecessary tension.

Thanks for being transparent about these challenges. It’s a good reminder that communication is a two-way street! Property Managers can set the tone, but owners also need to meet us halfway for the relationship to really work.

R. Elle Berry · Answer

Peter, these are excellent tips. Attention to detail and maintaining a fair but firm approach is so important. You can be strict while still being fair. There’s definitely no room for being too nice. I really appreciate you taking the time to share your advice. Thank you!

What do you think makes a great property manager

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