An attorney's perspective on NYC property and tenant management.

1. When a tenant informs you of
a problem, respond in a timely
manner.
BE RESPONSIVE
Gain the tenant's trust by
being forthcoming and honest.
Talk in a conversational way
and explain the situation.
BE HONEST
Keep tenants informed via
email and posting notices in
the lobby. Also,
provide tenants with a contact
email/number for more
information.
COMMUNICATE EFFECTIVELY
Sometimes, all it takes to
deescalate a situation is to
allow the tenant to be heard.
Whatever the tenant's tone,
always respond respectfully.
BE POLITE
Resolving conflict diplomatically
and effectively is an integral part
of the job, and a core
managerial role.
MANAGE
PROPERTY
MANAGERS
MANAGEMENT DO'S & DON'TS
Use the reasonable
standard rule, if the request is
reasonable, then try
to accommodate.
ALWAYS SAY NO
A breakdown in trust will come
back to haunt you when something
goes wrong. Besides, lies tend to be
exposed in court.
DON'T LIE
Don’t send the exterminator or
plumber before scheduling, in
writing, with the
tenant. Without access, the
problem will persist and
escalate.
UNSCHEDULED SERVICE
Leave the aggressive language
and tactics to the attorneys.
Your job is to manage not
overpower.
BE AGGRESSIVE
Avoid actively advocating for
the landlord or the tenant. It's in
your boss's best interest for
you to strike a reasonable
balance.
TAKE SIDES
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