Perils of Property Management: Getting Too Close to Your Residents

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Oh my, am I opening a can of worms here. I find it interesting that this happens a lot in our field, but not in my husband’s (he’s a computer programmer). Here’s why I think that is: In property management we see our customers every single day, and sometimes in a casual environment in which they aren’t requiring service. In a coffee shop, for example, you also see the same customers every day. You might know their order and a bit about them, but the transaction time is relatively short and then you move on to the next customer. In our environment, we all get to know the regulars at our communities, those who often pop by for cookies or coffee or to chat, but don’t really need anything from us, except a listening-ear and some company.

We also develop a deeper depth of relationship because we are dealing with their homes and are taught to create relationships as part of the leasing process. We are trying to build communities, and in order to do so, we have to bring people together. Because of these factors, it can be easy to become friends with your residents, instead of professionally friendly.

What perils does this hold?

If you are truly friends with a resident, you may have an unconscious bias toward that person when it comes time to enforce rules. How awkward might that conversation be if you are charging them a late fee, when they told you on the phone that they would be late and you said “ok”? You may decide to let it slide. Will you be able to evict someone you went on a road trip with? Even if you do your best and hold them to the same standards, it will probably be perceived that you treat them differently, especially by other members of the community who know of your friendship. This can lead to bitter feelings if you aren’t careful to apply the same standards across the board. Your friend might expect different things from you than your business associate.

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