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Home Insider Blogs Matt Haggerty's Blog Property Management - Worst Person in the World!
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Apr 24
2009

Property Management - Worst Person in the World!

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Posted by: Matt Haggerty on Apr 24, 2009 01:00

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I like to watch Keith Olbermann, especially his "Worst Persons in the World" segment.  Usually, the worst person in the world is a public figure who said something stupid, or offensive.  On April 24th's episode, I was surprised to see that multi-family made the list.  A Property Manager was named the "Worst Person in the World" for following company policy.  See link below for the whole story.

News Story:

http://www.620wtmj.com/news/local/43602282.html

Keith Olbermann Segment 

http://www.msnbc.msn.com/id/3036677/#30395503

Besides the fact that a Property Manager was named worst person in the world, which is not good attention for the property or management company involved in this story, but by default Multi-Family policy and procedure was also named worst person in the world. 

In reading the story to try to understand what this manager did to be named on a national broadcast as the worst person in the world, I found that this manager was following policy per the company's lease agreement.  I've worked for several management companies and I have a theory that one policy and procedure manual was written 30 years ago and was distributed to all the PM companies in the world to use.  P and P manuals are full of the same stuff and if you've read one you've read them all.  So I can totally understand how this scenario happened.

My point is this could have happened to any management company.  The scenario that caused the "Worst Person" attention does happen a lot in property management, as far as breaking the lease goes.  So, how could this have been avoided?  It all comes down to consistent application of policy and procedure with a little common sense.  All policy and procedure includes a bit of wiggle room.  In my company's case we have the phrase "consult your regional manager" and in some cases discretion and sensitivity should be applied to special circumstances. 

 I have to say in this case the property management company had every right to act as they did per the signed lease agreement, but could they have handled the situation better?  For now, I am sitting amazed as my industry on April 24th is "The worst Person in the World"...good grief. 


Comments (5)Add Comment
256
written by Lisa Trosien, April 25, 2009
I am going to assume that the PM contacted her management company and asked them how to proceed. And due to the economic conditions currently existing in this country, she did as they asked to protect her job.

Otherwise, I cannot even begin to fathom why she would take this route. I'm sorry....but when the resident expires before the lease, and especially under such completely horrific conditions, I think the management company here should have expected a black eye for this one.

There are always exceptions to the rule and I would hope that this company now realizes this. This is the perfect example of how there definitely IS such a thing as bad publicity.

I'll be interested to see how this plays out in the media.
85
written by Charity Hisle, April 25, 2009
Thank you for sharing Matt!

I have to agree with Lisa. The property manager deserves her award along with her company. I wonder if they consider $2060 worth this publicity? I also wonder how the community residents feel about their community now?

I once witnessed a community 'come together' when a resident passed away. The property manager assisted the family by continuing the lease rent-free for a couple of months. This provided more than goodwill, it created a long-term resident that continued to live at the community for several years.

It would be wise for other property managers and management companies to evaluate their policies on this topic and make adjustments as needed.
1073
written by kay conter, April 27, 2009
WOW...I can't even imagine doing that. I am all for following the policies & procedures, however, I also feel that at some point you just have to be a decent human being. At the end of the day, I have to be able to live with myself. In typical situations, I consistently enforce the rules, however, there are many other times when I feel like it's in everyones best interest to make an exception. Even in situations where a resident's health has declined enough that he or she needs to go into a nursing home, I won't charge that person a term fee. I just feel like that's the right thing to do in light of the bigger picture. Not only does it help you sleep at night, but you have to remember that word of mouth is a huge deal. Even when a resident is leaving you want it to be under the best possible circumstances.
1409
written by Dennis Smillie, April 28, 2009
There are times when humanity trumps policy - this should have been one of them. It's not the notoriety of being singled out by Olbermann that will do damage - its the reaction of the people inside the community that will exact the price of "policy" on the management company! People talk, just like we do, and bad talk takes a toll.
1273
written by Eric Kochis, April 28, 2009
I have seen these clauses in the leases, but never have I known them to be enforced. Just proves that sometimes you need to weigh the acceptable losses before acting. Not only did they get this publicity, but I bet every one in town knows the community (want to say complex in this case)... and I wonder how long it will take to re rent that apartment, or any other within that portfolio.
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