Performance Management

How do you feel about putting your conversations with your staff on paper? What is meant by that is, being in property management do you feel it is necessary to document the things your staff does right and wrong? Some companies involved in property management, feel they need some type of documentation to ensure that their associates learn and grow from one situation to the next. In addition, the documentation is used to ensure that a repeat of the bad behavior does not happen again.

There are mixed emotions in property management in dealing with writing up associates or writing down what was talked about. In most cases, if you do not write down the conversation, the associate can keep doing what they are doing whether it is wrong or right. Most companies in property management believe that having a trail of coachings can result in a higher performance.

One company has taken the documentation process to a different level. In this property management company, they feel that they have to have each associate sign a document stating their job duties, lunch policies, attendance policies, and how to interact with the customers. If the associate decides to deviate from this process, then they have a choice to change their behavior or be promoted to customer. The thing that this property management company is asking of them is not a lot. They are just asking to treat the customer uniquely and different from the next customer they talk to. They are just asking the associates to clock in to work on time and to follow their schedules. The property management company is not asking their associates to perform rocket science. Therefore, with signing this document, every associate understands and knows their job. Every associate has no excuse saying that no one every explained what they are supposed to do day in and out. Some believe it will be very effective.

In property management, some managers do not feel that this is the way to manage their associates. They feel that it too harsh and not promoting a fun environment. Look at it this way. If you have associates on your properties that are not doing what you are asking them to do, what proof do you have that you spoke to this individual about the incorrect behavior? How does it just not turn into your word vs. there word? That is why most property management companies are finding a way to document their conversations to increase productivity and lessen the bad behaviors.

It is really up to you. You are the one involved in property management and you have to decide whether you want to take your business to next level or not. With the ever-changing market place, it is very difficult to stay consistent if you don not change. Most companies try new things to see what works and what helps increase their bottom line. By documenting the conversations you have, good or bad, you are insuring that your people have a clear line of site on what you as a property manager are expecting. So, look yourself in the mirror and ask, Is it work risking the success of this property management company to because there are have people under me that will not do what they are asked to do?

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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