Last updated on Jul 20, 2024

Property owners are anxious during emergencies. How can you effectively manage their expectations?

When emergencies strike, property owners often face a surge of anxiety, concerned about the safety of their investments and the well-being of their tenants. As a property manager, it's your responsibility to alleviate these fears by effectively managing their expectations. This involves clear communication, prompt action, and a deep understanding of the situation at hand. By staying calm and providing reassurance through a structured approach, you can help property owners navigate through these challenging times with confidence.

1 Prepare Early

The best time to manage expectations is before an emergency even occurs. By establishing clear protocols and keeping property owners informed about the steps you take for prevention and preparedness, you can set realistic expectations. This means conducting regular maintenance checks, investing in robust insurance policies, and having a clear communication plan in place. When owners know what to expect and trust that you are proactively protecting their property, they're more likely to remain calm when an actual emergency arises.

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Lala Freeman ARM®, CAM®, CAPS Candidate

🏆TOP VOICE| NAA 2023 Emerging Leaders fellowship | NAA 2023 Leadership Lyceum | Disruptive Innovator | Progressive Problem Solver | Catalyst for Growth | Forward-Thinking Strategist | Collaborative Influencer
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Anticipate potential emergencies and have a clear plan in place for how to handle them. This could include having emergency contact information, knowing the location of important utility shut-offs, and having a communication plan for reaching out to property owners during emergencies.

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2 Stay Informed

During an emergency, staying informed is crucial. You should constantly monitor the situation and gather information from reliable sources. This enables you to provide property owners with accurate updates about the status of their properties and the measures being taken. Avoid speculation and commit to delivering facts. When owners receive timely and factual updates, it helps to build trust and reassures them that their property is in capable hands.

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Lala Freeman ARM®, CAM®, CAPS Candidate

🏆TOP VOICE| NAA 2023 Emerging Leaders fellowship | NAA 2023 Leadership Lyceum | Disruptive Innovator | Progressive Problem Solver | Catalyst for Growth | Forward-Thinking Strategist | Collaborative Influencer
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Keep yourself updated with the latest information about the emergency situation and its potential impact on the properties you manage. This could involve monitoring weather updates, staying in touch with local authorities, and being aware of any potential risks to the properties.

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3 Communicate Clearly

Clear communication is the cornerstone of expectation management. In an emergency, ensure that you're reaching out to property owners with concise and direct information. Utilize multiple channels like emails, phone calls, or a dedicated online portal to disseminate updates. Be transparent about the situation and avoid sugar-coating the facts. Property owners appreciate honesty, even if the news isn't good, as it allows them to brace for impact and make informed decisions.

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Precious Biemu

💻💼| Virtual Assistant I Administrative Assistant | Social Media Manager | Vacation property Finder | Lead Generator / Offering Valuable Support With the Sole Aim to Boost Productivity and Scale Profits💼
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Ensure property owners have multiple ways to reach out during emergencies, such as phone numbers, emails, and emergency contact forms. And also by Keep property owners informed about the situation, progress, and any actions being taken. Transparency is key to managing expectations.

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Lala Freeman ARM®, CAM®, CAPS Candidate

🏆TOP VOICE| NAA 2023 Emerging Leaders fellowship | NAA 2023 Leadership Lyceum | Disruptive Innovator | Progressive Problem Solver | Catalyst for Growth | Forward-Thinking Strategist | Collaborative Influencer
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One of the most important steps in managing property owners' expectations during emergencies is to communicate clearly and regularly. Provide updates on the situation, any measures being taken to protect the properties, and any actions property owners need to take. Clear and timely communication can help alleviate anxiety and demonstrate your proactive approach to managing the situation.

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4 Take Action

When emergencies occur, swift action can make all the difference. Show property owners that you are not just a bystander by taking decisive steps to mitigate damage and protect their assets. Whether it's coordinating with emergency services, securing the property, or arranging for repairs, your proactive approach demonstrates your commitment to their interests. This not only manages expectations but also reinforces confidence in your management skills.

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5 Follow Up

After the immediate emergency has passed, your job isn't over. Following up with property owners about recovery efforts, insurance claims, and restoration plans is essential. Keep them in the loop with regular updates on progress and any challenges being faced. This continuous engagement shows that you remain dedicated to restoring their property to its pre-emergency state, which can significantly ease their anxiety.

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6 Offer Support

Lastly, offering support to property owners is key to managing their expectations. Be empathetic to their concerns and provide resources or advice on how they can deal with the aftermath of an emergency. Whether it's guidance on dealing with tenants or navigating insurance processes, your support can be a beacon of hope during difficult times. By being a reliable source of assistance, you strengthen your relationship with property owners and ensure a smoother recovery process.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Property owners are anxious during emergencies. How can you effectively manage their expectations?

1

2

3

4

5

6

7

1 Prepare Early

2 Stay Informed

3 Communicate Clearly

4 Take Action

5 Follow Up

6 Offer Support

7 Here’s what else to consider

Property Management

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Property owners are anxious during emergencies. How can you effectively manage their expectations?

1

2

3

4

5

6

7

1 Prepare Early

2 Stay Informed

3 Communicate Clearly

4 Take Action

5 Follow Up

6 Offer Support

7 Here’s what else to consider

Property Management

Rate this article

Thanks for your feedback

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