Slow or No Reaction Time… Costs Your Business!

For those of you who’ve met me or taken one of my classes, you know that I say what I mean and I mean what I say. I talk the talk and I walk the walk. I tell it like it is (professionally and with care, of course) but If it has to do with not sugar coating things, I’m your girl (of course, I’m not referring to using “visit us” or “live here” words during leasing… then a little fluff is just fine). But in normal every day dealings onsite and at the corporate office… I don’t see the point in wasting time beating around the bush, because TIME is MONEY!

There have been numerous occasions that I am aware of, sadly, that a property manager has not filed an eviction on a resident who hasn’t paid rent by the time it’s due. Despite the action being spelled out, very clearly, in our policy and procedures manual (and common sense if you’ve spent any time in the business).

The manager will have a wide range of reasons as to why they won’t… but the last time I heard the excuse, I nearly fell out of my chair (seriously). She said “Well… I needed the occupancy numbers”. WHAT? What good is a high occupancy percentage if you’re not collecting any rent? She didn’t know the answer. Turns out, this person was a habitual late-rent payer and eventually ended up skipping out… owning an absurd amount of money to the community. Worst yet… he’d been renewed without increase. TWICE!

What baffles me about the above story is two-fold. One… when is it ever ok to not file on someone when they’re past due on rent (and it’s company policy) and Two… why the heck would you renew (and not increase) someone who’s shown they are a resident who can’t be counted on? This person ended up costing the company nearly $10,000 in legal fees, lost rental income and apartment home damage (I know, who would have thought someone who didn’t care enough to pay their rent on time would destroy the home they’re living in too… crazy **note the sarcasm**).

The second example that I’m talking about is with regard to employees… when a cord needs to be cut, because the action of a singular employee is impacting the business (both financially due to poor performance and morale with their employees and their peers who are watching things happen and seeing nothing being done), why are we so slow to cut it?

Now, I am very seasoned with regard to HR and proper procedure… however, nearly all states and all companies have an At Will employment policy. What that means is, you can be fired for no reason at all. But, if there is documented cause and plenty of reason, often, we’re still slow to sever the relationship… and to be honest with you… it infuriates me. When the actions of one affect many and clearly affect the business something needs to be done. Something needs to change. There are only so many chances you can afford an individual before finally holding them accountable and taking action.

Slowly reacting to a resident problem (any kind… not paying rent, violating community policies, being disruptive, etc…) or an employee problem (poor performance, bad attitude, doesn’t play well with others, etc…) costs businesses more than they probably realize. When it comes to the “hard stuff”… like choosing to end the residency or business relationship, we have to take the bull by its horns and take action. Not reacting at all or being too slow to react might just cost you more than that one resident or that one colleague… it might end up costing you several. Can your business afford that?