The #1 Skill Every Turnkey Property Manager Should Have

We’ve been in this business for a while now. It’s safe to say we’ve seen just about everything the market can throw at real estate investors, from housing market crashes to global pandemic panic. Good times and tougher ones, too. 

We’ll let you in on a secret, though: your success in real estate investment rarely has to do with market conditions. It has everything to do with the things you can control. As a turnkey investor, you rely on a team to get the job done. Critical to that team is property management. 

And what’s the most essential quality in your property manager? Proactive communication. 

A survey shows that, aside from rent costs, the number one most cited reason for rental residents to forgo lease renewal was an unresponsive and ineffective property manager. 

Further Reading: Crucial Questions New Investors MUST Ask a Property Management Company

Why Property Management Communication Matters SO Much

Reason #1 – Builds Trust and Transparency

When residents feel consistently informed about maintenance updates, policy changes, or community improvements, they're more likely to trust management. When people trust their property manager, they’re more inclined to renew leases because they feel respected and secure. It demonstrates that residents are an absolute priority, not an afterthought.

Reason #2 – Prevents Small Issues from Escalating

A leaky faucet or pest problem can be resolved easily if addressed early. If left unaddressed, it can become a significant source of frustration—and a costly issue. Proactive communication not only ensures that residents feel heard and see that their concerns are addressed, but it also protects your investment and your money. 

Reason #3 – Demonstrates Professionalism and Reliability

Don’t underestimate the power of proactive management. A property manager who follows up before issues arise (such as scheduling HVAC checks before summer or sending reminders before rent increases) demonstrates they’re on top of things. This professionalism contributes to resident retention.

Reason #4 – Creates a Positive Living Experience

Simple gestures go a long way. A manager who sends reminders about changes in trash collection, holiday hours, or community events helps residents feel engaged and cared for. This improves the overall living experience, making them more likely to stay put rather than search for a new rental.

Reason #5 – Reduces Uncertainty at Renewal Time

When communication is consistent throughout the lease term, your residents won’t be blindsided by renewal terms or rent increases. If your team maintains the dialogue and explains changes early, residents are more likely to renew because they feel considered—not surprised.

Reason #6 – Encourages Resident Feedback

Proactive managers often ask for feedback before problems arise. This empowers residents and leads to improvements that increase satisfaction. Your residents, after all, are a great asset. Your management would be wise to consider their input. Remember: engaged residents are long-term residents.

Why Does Communication Break Down?

Now, you might look at these and say, “That all makes sense,” but still find all this challenging. There are a few key reasons why communication efforts from property managers often fail to land. 

Lack of Clarity – Err on the side of overcommunication. Management should never assume residents know things. While you don’t want to come off as patronizing, you should reiterate key information.

Delayed Responses – We all have that one friend who takes hours, even days, to reply to messages. While that’s fine (albeit annoying) in personal relationships, it’s unacceptable for management. Even if a solution hasn’t been found, acknowledging that the message has been received and progress is being made goes a long way!

No Follow-Up – Management shouldn’t assume their solutions were sufficient. They should follow up to ensure residents are satisfied and address any further concerns.
Miscommunication – Sometimes, wires get crossed. This can happen due to a lack of clarity (see above) or because of mixed signals. 

Channel Deficits – What’s the best way to communicate with residents? Your team must identify the channels (phone, text, email, etc.) that best suit the job. What will your residents use? What will easily flow into follow-through?

How Turnkey Investors Know Their Management Team Excels in Proactive Communication

As a turnkey investor, you never really deal directly with your residents. So, how do you know your managers are doing a good job? Pay attention to how they communicate with you. Are they responsive to you? Do they reach out first with information rather than leaving you to track it down yourself? How they interact with you reflects how they’ll deal with residents.

Next, pay attention to lease renewals and retention. Strong metrics are a good indicator of management quality.

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