It’s the Law

Through the Eyes of a Lawyer What Makes a Great Property Manager?

By Jo Pulcini, Data One International

There is a trope in film and television that the way to communicate a unique perspective is to see the situation through a new set of eyes in the story: the wise janitor, the consoling doctor and the sharp lawyer are all archetypes we see time and time again in fiction. In the multifamily industry, it makes sense that a supplier is going to see more versions of multifamily professionals in action than the professional does. If you’re a property manager, how many other property managers do you see working on a daily basis? The answer is always going to be fewer than the suppliers with whom you coordinate.

My favorite version of this trope is from the film “Top Gun.” The talented pilot Maverick reached his true flying potential only because of Charlie, the civilian instructor hired by the military. In the film, she both complimented and constructively criticized him in turn (Charlie, by the way, was based on a real person named Christine Fox). In that spirit, the News and Events Committee team decided we wanted to help all Management Mavericks reach full potential by offering a new perspective. We asked our attorney members of GNAA to tell us the three attributes that make a great property manager or wingman in the multifamily workplace. Nathan Lybarger with the Law Office of Hall and Associates put it this way: “Almost any legal trouble a landlord can find themselves in can be rooted in a lapse of one of these attributes.” Those attributes are as follows:

ORGANIZATION – Every single respondent had a variation on this theme. Angelita Fisher of the Law Office of Angelita E. Fisher said, “Every great property manager is detail oriented,” while Nathan Lybarger noted, “Your paperwork needs to be immaculate.” All noted that even minor errors in notices and communications can turn a legal case against a property manager.

COMMUNICATION – This attribute is so important that Jennifer McCoy of the Law Office of Jennifer McCoy said, “The best managers have taken the time to master the art of communication.” All respondents seemed to think that communication is a skill to be honed more than an innate talent. A great manager will consistently take a moment to reflect on the choice of words they choose and if they are communicating often enough. How often should they communicate? Gary Rubenstein of Schulman Leroy & Bennett, P.C., advised that property managers should be in “constant communication with residents, staff and vendors.” In other words, a good property manager does not keep secrets or assume everyone is on the same page.

PROFESSIONALISM/RESPECT – By far, the most emphasized attribute was all about professionalism and respect. Being generous and equal with simple respect was a cited as a key to long-term success. Each respondent had their own thoughts on professionalism/respect:

Gary Rubenstein: “You need to have a personable and friendly attitude towards residents, staff and vendors.”

Angelita Fisher: “A great property manager can enforce the rules without being argumentative or overbearing. Integrity is important – not only being truthful, but also being able to own your actions and ask for help when needed.”

Nathan Lybarger: “Don’t say, write, text or type anything you wouldn’t want read in court.”

Jennifer McCoy: “Perhaps most importantly, good managers understand that they work to serve their residents, and accordingly, will cultivate an atmosphere of respect by acting with the utmost professionalism. This includes transparency…and treating residents with kindness and courtesy.”

There you have it. Our legal GNAA members are in broad agreement regarding which attributes are important for good property management. To our great surprise, neither impromptu bar singing nor sunset motorcycle riding were mentioned by our respondents. Now, armed with these insights, you can take your skills to new heights when you become a Property Manager (and CAM is coming up…sign up today!).