Surprise Parties Should Be Fun & Managing Rental Home Expectations

 

“Frustration is a function of our expectations…”

(Stephen Covey)

 

You ever really look forward to seeing a movie?

 

Well, I have.  And several years ago, I was looking forward to seeing a movie that opened right before my birthday. 

 

I had a really long week, but just kept thinking of what it would be like for it to be Saturday and how I’d be feeling when I was watching this movie.  I’d be sitting in the air-conditioned theater, legs kicked up, eating popcorn, and enjoying a few hours of restful entertainment.  It was a dream in my mind to be sitting in that early showing. And being that it was going to be my birthday, there didn’t seem to be any obstacles to this unfolding like I had envisioned.

 

I had my birthday breakfast, my wife and kids left to run errands, and I was just killing time before the movie.  Then I heard a knock on the door.  It was my neighbor and he asked if I could help jump his wife’s car across the street at the recreation center. 

 

I quickly glanced down at the time on my phone.  I still had twenty minutes until I had to leave, so we hopped into my car and ran over to the recreation center.  I parked next to his wife’s car and he said that we needed to talk to her inside first.  I wasn’t sure why that was necessary, but I dutifully followed him.  He went down a hallway and then opened up a door to a room that I hadn’t been in before.

 

“SURPRISE!  Happy Birthday!”

 

I looked up and saw smiling friends and family all around this mysterious room filled with birthday streamers.  My wife was beaming, looking at me expectantly.  This should have been a really happy time, but my disappointed face said it all.

 

My perfect birthday plans had been foiled.  I was crestfallen.  This long-awaited movie wasn’t going to happen.

 

Expectations aren’t always rational, but they are very real.  My wife worked so hard at putting it together and people took time out of their day to celebrate my birthday; I should have been extremely thankful and had a massively happy day.  But my happiness was temporarily jolted.  I did not get what I expected and was feeling sour.

 

As Charlotte property managers, listing vacant homes for rent is somewhat straightforward.  We typically fix up and clean the homes before putting then on the market so everyone knows what to expect.  Prospective tenants are walking into a home that largely looks like it will when they move-in.  Rental home owners have already paid the fix-up costs.  Tenants could move-in immediately after rental application acceptance.  Everyone has relatively clear expectations on what is transpiring.

 

However, it’s not so clear when there are showings on an occupied rental home.  Prospective tenants see a home that is being lived in and this creates many potential questions: Is this home being painted after the current tenants move out?  Is the stained carpet being cleaned or replaced?  Are there any upgrades being done prior to move-in?  What items were brought by the tenant and will be removed, and what stays?  When will it be ready for me to move into?

 

The rental home owner also has questions: Can we avoid a full paint job when the existing tenants vacate?  Can the stained carpet stay?  How much of the security deposit can we use?  What are all these things going to cost?

 

The tenants and owners are asking the property manager for answers, but the property manager has questions too: What condition is the home going to be left in when the existing tenant leaves?  Is the tenant going to paint before move-out?  Are they any good at painting?  Will the stains come out of the carpet?  What will my final walk-through reveal about the house when everything is out?

 

Everyone has expectations.  Generally-speaking, the incoming tenants expect a nice-looking house with everything working when they move into it.  The exiting tenants expect to get most of their security deposit back.  The owner expects not having to pay a lot to fix-up the property for incoming tenants.  These don’t always gibe.

 

And when expectations are not met, people get upset.  Even on their birthday!

 

Many property managers and landlords don’t market occupied homes until they are vacated, partly to avoid issues like this.  It can seem like a great idea to get a jump on finding a tenant, but managing expectations while dealing with uncertainty can be challenging.

 

Smart landlords who do choose to go this route have conversations with all parties and try to set realistic expectations with all of them to avoid disappointing surprises.  As I’ve been told, surprise parties are supposed to be fun!

 

Happy Landlording!

5-Star Review Skepticism: Old-Fashioned Way Best to Find Good People?

 

My skepticism of customer reviews has been growing for some time.  I think customer reviews started out well and became very useful to find good people, but have been spiraling down for years for a variety of reasons.

 

I believe the first reason lies in the sheer ubiquity of customer review requests.  If I talk to any person on the phone, I’m getting some combination of e-mail, text, and personal plea for a 5-star review.  And it is not just once in a while; it is becoming part of most business interactions.  It’s a job put on me by companies and they make me feel guilty if I don’t comply, and comply positively.  The volume of reviews has watered-down legitimate performance feedback.

 

Another reason is how the on-line review system has been gamed.  Corporations hire “review help” companies to improve their on-line reviews.  They send out surveys to every person that does business with the corporation and then turns the positive, 5-star reviews into “official”, posted reviews.  The less positive reviews get scrapped.  This has made reviews less and less reliable.

 

Many reviews border on fantasyland.  The 1,000 positive reviews with one company with only a handful of negative reviews?  How is that even possible?  People tend to be negative!  Everyone is so overwhelmingly overjoyed with an overwhelming number of companies?  People don’t generally seem that effusively happy to me…

 

Or how about companies that arbitrate between two parties with competing interests?  It would be like reviewing a judge (or a property manager with their landlord and tenant clients!).  If a guilty verdict was given, the prosecutor would be giving the judge 5-stars and the defense would be giving the judge 1-star.  That makes sense.  Now is it possible that both parties think justice was done and might positively review the judge?  Sure, it’s possible.  But 1,000 times?  No one is that good!

 

If there is one scoop of ice cream left and my oldest son and daughter both want it, how would I always get a great review from both of them?  One is going to love me and the other is going to be upset.  I figure to get 5 stars from my daughter and 1 star from my son (or vice-versa).  Doesn’t that make sense?

 

So… if on-line reviews are trending to be less and less reliable, where do Charlotte landlords find good people to work on their homes?  We are all in need of them!

 

In the old days, people in need of a service would ask a friend.  “Who mows your lawn?  Are you happy with them?”  There are certain friends everyone has that they know are up-to-date on certain things.  They tend to give out the 5-star referrals!

 

In property management, the same goes for finding excellent vendors and tenants.  I’ve always had success when asking our favorite vendors if they could recommend good people in other industries.  And when great tenants recommend their friends who are moving into town, I’m almost positive they will be good tenants too before even running their applications.  Good, reliable people tend to congregate with people like themselves.

 

Are on-line reviews useless now?  No, but I think they are getting there.  I’d argue they need to be taken as a piece of information and handled with a healthy degree of skepticism.  I think it is better to focus more on the comments than the star count.

 

Smart landlords realize that while newer search methods for good people can be moderately useful, old-fashioned methods can be more dependably 5-star worthy.

 

Happy Landlording!

Blackjack & Making Lease Extension Offers: You Gotta Hit or Don’t Hit

 

Blackjack is a classic gambling game pitting card players versus a dealer.  The goal is to have the card players’ hands total 21 or as close to 21 as possible, while not going over 21.  As the game unfolds, if the card holders’ hands stay under 22, they will be compared to the dealer’s hand (if he stays under 22); whoever has the higher total wins the hand.  It can be both exhilarating and frustrating!

 

The main conundrum for the card players is whether to request an additional card (“hit”) to pad their point totals.  The upside is that the closer the players get to 21, the stronger their card hands become and the more likely they are to win.  The downside is that if any of the players get over 21, they automatically “bust” (lose) and their bet for that card hand is immediately forfeited.

 

At casinos, it is not uncommon to hear players loudly talking about their decisions on hitting on their card hands:

 

“I knew I shouldn’t have hit.  I would have won!  Ugh!!”

“Yes!  I got the King I needed to hit 21.  Great hit!”

“No hit for me.  Dealer is going to bust!!!”

 

Both hitting and staying put (taking no cards) can be the right strategy depending on how the cards land.  But if a wrong decision is ultimately made, there is no way players can change their minds afterwards.  Once players take a card (or don’t and “stay”), their decision is cast and they need to wait to see what happens.  There are no “do-overs”.

 

As a Charlotte property manager, this reminded me of giving lease extension offers to existing tenants. 

 

From a landlord perspective, landlords want to charge the highest rent possible and have the tenant re-sign their lease at that rate.  From the tenant perspective, the tenant wants to stay and pay the least rent possible or move to another rental unit that serves their needs better (this could mean lower price, better or different location, different size unit, etc.).  Both sides have some disparate interests that need to be rectified before a new lease extension can be signed.

 

But an initial offer to extend the lease (tendered usually by the landlord) must be made.  And the question is what price should be asked for.  There are usually no “do-overs”.  The price offered is going to be what the tenant ultimately makes a decision off of.  Whatever it is, it needs to be strong and not wishy-washy.  Wishy-washy can create problems:

 

Landlord: Good morning, Mr. Tenant!  Your lease is up at the end of next month and I wanted to see if you were looking to sign for another year.

 

Tenant: I was thinking about it.  What are the terms?

 

Landlord: Well, I was going to raise the rent $200.  How does that sound?

 

Tenant: Not that good.  I thought I was overpaying now.

 

Landlord: How about no rent increase.  Will that work?

 

Tenant: I’m not sure.  I need to talk to my wife and think about it.  We’re going in the right direction, though!

 

Landlord: How about $200 less than you are paying now.  Would that work?

 

Tenant: Now you’re talking!  That’s more in line with what I think this dump is worth.  I’ll get back to you.

 

Landlord: How about $300 less?

 

This can create a slippery slide. 

 

Much like Blackjack, landlords need to look at their situation and decide how much risk they want to take on with potentially losing the tenant they already have in place.  Then they need to make the offer (hit) and wait to see what decision the tenant makes.  Sometimes, the offer doesn’t matter because the tenant was going to vacate regardless.  But often, the price is the motivating factor on whether the tenant decides to stay.

 

Smart landlords will think hard about how much they will raise the rent (hit) or whether they will offer it at the same rate (stay).  There is no middle ground- you gotta hit or don’t hit!  They know that once that card is played, there is little chance to do it over and take it back. 

 

Happy Landlording!

“100% Guarantee For Your Rental Home!” Delightful or Sour?

 

Tommy:  Here's how I see it. A guy puts a guarantee on the box 'cause he wants you to feel all warm and toasty inside.

Ted:  Yeah, makes a man feel good.

Tommy:  'Course it does. Ya think if you leave that box under your pillow at night, the Guarantee Fairy might come by and leave a quarter.

Ted:  What's your point?

Tommy Boy (1995)

 

My 9-year old son was eating frozen blueberries a few weeks ago and started to complain about them.  “They’re so sour!  Gross!” 

 

I advised him, “Well, that’s too bad.  You get some good ones, and you get some bad ones.  It’s the way life goes…”  Then I patted myself on the back for imparting some timeless, Forest Gump parenting advice.

 

Sometime later, he complained again- and then three or four other times after eating these blueberries.  Finally, I grabbed the package off the table and saw it was the “Great Value” Wal-Mart brand.  My eyes narrowed on the “Great Quality.  Great Price. Guaranteed.” guarantee printed on the back.   Verbatim, it read:

 

If for any reason you aren’t happy, we’ll replace it or return your money.  Whichever you prefer.  All of you need is the package.  It’s that simple.  Guaranteed.

 

Now was the time to teach my son about the advantage of paying attention and reading the fine print!  “Son, we’re going to Wal-Mart and you’re going to take care of it.”  “Dad, are you sure we can bring this package in and they’ll give us the money back?  I’ve already eaten half of them…”  “Yes, son.  It’s that simple.  Guaranteed!”

 

After my son negotiated that he could keep the $2.99 windfall and put it towards a pack of football cards, he signed on to this gambit.  We drove over to Wal-Mart and, from a distance, I watched my son explain to the customer service person that the blueberries were sour and that he wanted a refund.  After a minute or so, he walked away from the counter, defeated, and let me know that we could swap it out for another bag of (sour) blueberries; there was no option of getting football card money instead.

 

Now Dad was sure there was a misunderstanding!  It’s guaranteed!  It’s simple!  And it’s a $2.99 charge to a multi-billion dollar conglomerate!  Well, yours truly fared no better when I approached the customer service desk and was promptly (but nicely) shut down.  If I didn’t have the receipt or credit card it was bought with, their hands were tied.  There was nothing that could be done.

 

Undeterred, as my young kids trolled the Wal-Mart aisles unattended, I called the #800 number that was located under the guarantee.  After a 14-minute phone call of providing serial numbers, date of purchase, and personal information, the customer service representative (who was also very nice) said that we would receive a $5.00 Wal-Mart gift card mailed to us within 2 weeks, but no cash.  When we got home, I sent a message through the “Great Value Guarantee” website and they referred me to the in-store customer service desk for any refund requests.   I wrote back saying that was where it all started!  Then I never heard back.  Ugh!

 

If for any reason you aren’t happy, we’ll replace it or return your money.  Whichever you prefer.  All of you need is the package.  It’s that simple.  Guaranteed.

 

The final scorecard read: (1) in-store visit, (1) 14-minute phone call, (1) web inquiry, & (1) 2-week wait for a $5.00 store credit.  So, obviously, it’s not that simple.  And it’s far from guaranteed.  And we are talking about getting $2.99 back from Wal-Mart which they explicitly stated was a sure thing on the package itself.

 

Great story!  But what’s your point?  What does getting a cash refund for a sour bag of Great Value frozen blueberries have to do with property management?

 

A lot, actually.  It’s about the danger of relying on corporate guarantees when picking vendors, especially in real estate.  Whether it is for home warranty insurance against bigger ticket items breaking down (HVAC systems, roofing, appliances, etc.), costly property management occurrences (eviction, pet issues, etc.), or just getting money back from poor work (a flooring vendor recently), it is difficult to get companies to honor them.  No company wants to pay (not even $2.99!) and there is always a reason why the guarantee doesn’t apply.  It’s frustrating, (super) time-consuming, and borderline unethical at times.

 

But that doesn’t stop them from being ubiquitous:

 

1. Home warranty companies: “If your HVAC system goes down and it can’t be fixed, we’ll buy you a new one!  It’s so simple.  Guaranteed!”   
2. Property management companies: “If there is an eviction or pet damage, we’ll cover the costs- It’s so simple!  Guaranteed!”
3. Wal-Mart: “If for any reason you aren’t happy, we’ll replace it or return your money.  Whichever you prefer.  All of you need is the package.  It’s that simple.  Guaranteed.”

 

Life is too short.  The best bet is to pick a company that consistently offers quality blueberries instead of trying to be compensated on the backend when they are sour.  Getting the $2.99 back is arduous at best, and unfortunately, usually fruitless.  Be wary of upfront guarantees and concentrate more on established track records of excellence!

 

Happy Landlording!

Ohio State Football Recruiting Similar to Great Tenant Selection?

 

“He has shown you, O mortal, what is good. And what does the LORD require of you? To act justly and to love mercy and to walk humbly with your God.”

(Micah 6:8)

 

“No Shoes, No Shirt, No Dice.”

Spicoli in Fast Times at Ridgemont High

 

Ohio State college football has been a dominant program for a long time.  In the last 10 years, they have a record of 106 wins and 13 losses while winning 2 National Championships.  This makes them one of the top programs in the country as they have set a standard of excellence few teams can match.

 

To have a perennially highly-successful football team, Ohio State has been able to get great players to come to their school; great players make great programs!  But how does Ohio State determine what high school football players will actually become great college football players?  What do players need to demonstrate?

 

Like every college football program, coaches will look at all the on-field performance measurables: how many yards, touchdowns, tackles, etc. each player had in high school.  And then the physical measurables:  how fast, big, agile, and strong each player is.  And then there is mental aspect where players will take tests and answer questions showing off their “football IQ”.

 

These are all very important metrics and are heavily considered; the top recruits all grade very well on most or all of the criteria.  But what gives players who measure out well in the criteria above the edge over one another?  I remember reading something about that from former head coach Urban Meyer.  He said that one of the most important things he looked at in recruiting was how the high school player played in the biggest games and versus nationally-ranked players in one-on-one match-ups; he was looking for what he considered true greatness.  Did their performance ramp up to meet the challenge or was it pedestrian?  Did most of the players noteworthy performances come against average teams or did their biggest, statistic-rich games come against the best players in the most high-profile games?  Did they look forward to and excel in the most competitive situations and will their team to win?  Coach Meyer believed that getting the types of players who had the ability to rachet their games up a notch was paramount to Ohio State winning national championships.

 

In property management, tenants are the big-time recruits!  Landlords are looking for tenants who pay on time, maintain the rental homes well, and stay out of trouble.  If landlords can secure great tenants, property management can be really easy!  This is why great landlords spend considerable resources on tenant screening.  We look at all the measurables of the “Big 4”:

 

1. Employment & Income
2. Past Landlord Reports
3. Credit Check
4. Criminal Background Check

 

Measurables tell most of the story and tenants who grade out highly in these areas can provide a solid program.  But what about in situations when there are many tenants applying for one house?  Who is the best one when all the measurables look good?  Who is going to take care of the house?  If some bad event happens, who is going to remain steady and still pay rent?  Bottom line, how can great tenants be found?

 

These are tough questions.  The right tenant roster can make or break a landlord.  What to do?

 

I tend to pay extra attention to 2 things:

1. Debt level (and the corresponding available credit): How extended is the tenant?  Hard times: If there is a sudden job loss or car issue, can they absorb it?
2. Past landlord reports: What did they think?  Did they like the tenant or was the tenant difficult to deal with?  How did the house look when they moved out?  Would they rent to them again?

 

At the end of the day, Ohio State football and smart landlords are looking for great players.  Great recruits win championships and profitably pay off rental houses.  Pick wisely!

 

Happy Landlording!

Santa’s Influence & Rental Home Inspections: Naughty or Nice?

 

He's making a list
He's checking it twice
He's gonna find out who's naughty or nice
Santa Claus is coming to town

("Santa Claus Is Comin' to Town" written by J. Fred Coots and Haven Gillespie)

 

Oh, Santa Claus!  He’s the mythical man who causes such delight and fear in the hearts of children (and some misinformed adults).  He can be a best friend who showers good kids with gifts, or a cold, disapproving, gift-withholding coal-dispenser. 

 

Parents have long used Santa’s inexplicable worldwide influence to ply good behavior from their children, especially in the month of December.  There are several proven manipulations:

 

1. Santa the Spook: He’s watching you… all the time… his values are perfectly aligned with your parents… you could blow this Christmas big-time if there are any incidents… he sees all- yup, even that…

 

2. Santa the Bully:  Do you want to get any presents???  Do you??? Then you better be good!  Do you think Santa is playing?  He’s been doing this forever and knows payback better than anyone.  Do you feel lucky, punk???  Don’t try Saint Nick …

 

3. Santa the Eager Rewarder: Santa loves you- he really does.  He wants to get you those Legos… but if you take the screws out of your sister’s bed, how is he going to justify giving you the galactic mother ship when Mrs. Claus asks?  Even the reindeers would revolt if you were rewarded for that behavior.  Just make it easy, be good, and let the Lego ship will fly down your chimney on Christmas Eve…

 

The Santa illustration can be carried over to our bi-annual home inspections.  For clarity purposes, our rental home inspections include an on-site visit of approximately 10 minutes where we have a checklist of things to look at (air filters, smoke/CO detectors, pets, smoking, etc.) and we take some pictures of the interior and exterior.  And, yes, we check our list twice.

 

The question is: “Are home inspections naughty or nice?”

 

As a property manager, I initially wasn’t a huge fan of conducting home inspections and had them on the “naughty” list.  I figured the tenants were going to be staying in the home largely regardless of what we saw (short of some major discovery at the home) for their lease duration, so I wasn’t sure what we were trying to accomplish.  Badgering tenants into compliance also seemed to be a loser’s battle.  And, to boot, tenants did not like the home inspections either and would gripe.  The whole thing seemed like a waste of time and resources to me.

 

But we did them anyway.  As time went on and we had years of home inspections under our belts, visiting the homes twice a year proved to be really beneficial!  At first take, there were some smaller, auxiliary benefits for our owner clients.  We were able to catch some repairs early and head off some more major issues.  We had a good idea of what a home was going to look like after the tenants moved out.  We could eyeball certain tenant complaints in person and see if they had merit.  We built better personal relationships with some of the longer term tenants we would visit.  And we elongated the life of HVAC units as we made sure the air filters were changed regularly.

 

But the largest benefit was that we got the homes back in better shape.  And I would attribute that to the “Santa” influence effect.  If people think someone cares and is actually checking, people tend to put more thought and time into their efforts.  Home inspections are a good reminder that the landlord cares how the rental house is kept and the tenants should too.  And most of them do!

 

Rental home inspections seem to limit naughtiness.  So Santa (and this property manager) now put them firmly on the “nice” list.

 

Merry Christmas & Happy Landlording!

Noah’s Ark & Real Estate Investing: Can You Persevere?

 

 

 

Noah’s ark is a crazy story.  God tells Noah, some ordinary guy, that He is heartbroken with how sinful mankind has become and is going to flood the Earth and start again.  He tells Noah that he is going to spare him, his family, and all the animals if he builds an ark.  Noah takes God at His word and builds the ark, gathers the animals and provisions, and loads the ark up.

 

Everyone knows it rained for 40 days and 40 nights, but Noah and his crew were safe because they were floating on top of this massive amount of water.  The lesser talked about part of this story is that they did not walk out of the ark on Day 41 ready to repopulate the Earth; there was way too much standing water (they were floating above mountains, for goodness sake!).  They were actually stuck on the ark for over a year before it was sufficiently dry enough to get out on land and walk around.

 

The children’s Bible I was reading my son surmised that it wasn’t boring because they had so much to do.  They had daily routines to feed and care for all the animals, put out fires (so to speak), and take care of themselves and the ark.  Wash, rinse, repeat.  If anything was neglected, there were problems.  Survival for mankind and the animal kingdom was at stake and duties needed to be carried out diligently or there would be dire consequences.  The carrot was that if they kept to the plan, they would be free of the confines of the ark at some point and the whole beautiful world would be waiting for them to enjoy. 

 

It reminded me of real estate investing.

 

Like the ark, rental homes require constant diligence.  They need to be fixed up, repaired, and maintained.  Tenants need to be acquired, serviced, and replaced.  The mortgage, insurance, and taxes need to be paid.  The HOA and government entities need to be catered to.  These duties need daily attention; if they are neglected, the financial boat can start taking on water and sinking can become a real possibility.

 

The carrot of real estate investing is owning the property someday.  As it rains (roof needs replacing, tenant evictions, tenants not paying because of a pandemic), it seems like that day is far off.  Sometimes it seems like it would be better to abandon the ark and swim without it. 

 

But persevering and waiting for the ark door to finally open to dry land has its benefits.  Free cash flow, a higher net worth, and assets that can be liquidated for college tuition or passed on to children are great financial prizes. 

 

But tending the smelly animals is a pain day-after-day (ever try to pick up after 1,000’s of animals?).  The lightning is scary.  The boat rocks a lot and causes sleepless nights and sea sickness.  Some boards on the ark look like they are breaking down.  Drowning is a real possibility.  Why did I get on this thing to begin with?  My friends who stayed behind at least seemed merry before the torrential downpour.

 

However, amidst the doubts and setbacks… there is belief that one day in the future the sun will come out, the water will recede, and the dove will return with a leaf clenched firmly in its beak.  The remaining mortgage payments will be made, the appraised home value will be high, and the financial statement will be solid.  Landfall will make it all worth it.

 

Noah persevered and he and his family were rewarded.  Hang in there!

 

Happy Landlording!

Lost in Translation: Landlords Are Not “Pants”

“OK… but do we rock?”

(Opus from “Bloom County” after reading his band’s confusing review in Rolling Stone)

I remember back when I was in college and I had the opportunity to be a student-athlete abroad in Merrie Olde England.  I thought the new scenery shouldn’t be that hard to figure out being they spoke English over there.  But I didn’t account for some of their slang that as a “Yankee” I wasn’t privy to.

I was on the American football team and we had a pretty mediocre record.  In our defense, we only had about 20 guys, so most of us were playing offense, defense, and special teams.  We had some good players so we were able to keep the score close for most games (and win some of them), but exhaustion would set in during the fourth quarter due to our lack of depth; this would sometimes doom us.

Very few fans (aka only our friends) showed up for these fake “football” games (aka not soccer).  So I really didn’t know if anyone cared or thought we were any good.  However, someone pointed out that an article had been written about the team, so I was anxious to read it (was I mentioned in it???).  I was in the computer lab later that day and found it.

Now, I’m not sure if the writer was trying to appear impartial, but I had a hard time figuring out what his take on us was.  And then I wasn’t sure if he even understood what he was watching, as he used some soccer references to describe the action.  He listed some good things about us and then list some bad things, and then vice-versa.  Finally, at the end of the article, he gave his summation.  “All in all, the Staffordshire Stallions are pants.”

“Pants”??  What the heck does that mean?  I was at a loss.  Do we rock?  That’s what I wanted to know.

So I nudged the guy beside me and asked him what “pants” meant.  He looked at me for a second, noticed my American baseball cap, and had pity.  He said, ‘It means rubbish, complete rubbish.”  Ouch.

For us to have a .500 record and beat some much bigger schools with 60+ players on their sidelines, I wasn’t sure how fair his assessment was.  Some of our 20 guys hadn’t really even played before and were pressed into action.  The article really could have been about how well we were doing despite the odds being stacked against us every game (and then how some “American saviors” were making their mark…).

I bring up this story because it reminds me of negative press landlords are taking for being against the eviction moratorium (not legally being allowed to file for eviction for non-payment) imposed now during COVID-19.  The plight of affected tenants has been well-documented and no one wants this economic devastation.  But to make landlords the villains is ridiculous.

I “know a friend” who manages a property where the tenant has not made a rental payment in 2020.  My friend’s client still needs to make a mortgage payment, insurance, and property taxes every month without any offsetting revenue coming in.  He provides a service where an agreement was made to pay him for it, and he is not getting it.  And he has nowhere to go for help.

I’m not sure if any of our property management clients are multi-millionaires who are immune if no rent comes in on their rental houses.  I get calls and e-mails from concerned owners when a tenant is late in paying or a repair seems on the high side.  Most need the rents to keep their real estate investments afloat.  I don’t know of any that are sitting on their yacht in the Mediterranean who rarely need to check a bank account!

Some of the criticism probably comes from people who just don’t understand the real estate investment game.  On the other hand, I also understand (during tough times especially) that eviction is dirty word and can appear heartless. 

But this is a situation that has been lost in translation.  Landlords are not “pants” for wanting to receive their rental payments for providing houses for people to live in and making repairs to keep them functional.  It makes sense for them to have the option of legal recourse to go to if things are not working out.  They rock for trying to keep their obligations up-to-date during tough times.

In summation, the COVID-19 economic situation is “pants”, not landlords (or the 1998-1999 Staffordshire Stallions, for that matter).

Happy Landlording!

Virtual Life With Virtual Rental Home Showings?

“Ain’t Nothing Like The Real Thing, (Baby)”

Marvin Gaye & Tammi Terrell

I don’t think I’ve ever written on the same topic four months in a row, but COVID-19 has affected every facet of life so abruptly; it’s tough to avoid. 

Everything in life has changed when you can’t be with other people and are scared (or not allowed) to go places.  Some things have been enhanced (more time with your family in your home & no commute) and others have been limited or discontinued. 

In the limited and discontinued space, compromises were made to replicate virtually what was lost physically:

“If we can’t meet in person, we’ll have an awesome Zoom.com meeting.”

“Let’s do drive-in church where we watch our pastor on a big screen from the church parking lot in our cars and honk when we like what he says.”

“Let’s watch world-renown artists sing in their homes instead of going to watch them live in a stadium.”

“With no live sports, let’s re-watch Game 7 of the 2016 NBA Finals or NASCAR’s iRacing where their drivers are essentially playing a video game from their homes.  That’s awesome!”

 “There’s no need to hold the new grandson when you can just FaceTime him and wave!  It’s virtually the same thing.”

These compromises, though necessary, are certainly not the same thing; I’d say they are not even close.  It’s like seeing a shadow of a person instead of the person.  Or it’s like seeing a picture of the New York City as opposed to standing in the middle of Times Square.  These compromises are largely ineffective, counterfeit replacements.

I remember in my early sales career when I tried to avoid the time and energy of meeting customers, my boss would always say, “You can’t fax a handshake.”  (Note: in retrospect, I need to never give that example again as both of those things seem to be relics of the past and will make me sound really dated...)  Nevertheless, the point is that there is immense value in seeing people, places, and things in person. 

A Realtor friend of mine called me the other day and was talking about how “virtual” house buying (aka seeing a video of a house and making an offer sight unseen) was gaining enormous traction.  And really, I have no problems from that from the sales-side.

Why?  In NC, we are a caveat emptor (“let the buyer beware”) state; this essentially means that after you close on a property, there are no “take-backs”.  Once the house is bought, it’s yours- it’s over even if after you move-in you decide you don’t like it for some reason.

With rental homes, it’s a different story.  Back when we first started offering property management in Charlotte, BDF Realty would allow “sight unseen” rentals.  Most of the time, it was fine.  But there were a small number of people who decided they hated the house after they actually saw it in-person; this created problems.  They had already signed a lease and had moved in their furniture when they decided they wanted to move.  The reason was a problem with the neighborhood, or the size if the rooms when they were actually in them, or a number of things that would have been avoided if they had seen the rental home in person.  But, unlike when a house is sold, there was someone they could complain to- the property manager.

Virtual rental home showings just can’t replicate what seeing a home in-person can.  Sometimes just driving a neighborhood or stepping into a home will immediately eliminate it from consideration.  We don’t want renters being forced to live in a home for a year if it is going to be a disaster from the get-go.  That’s not good for anyone- the renters, owners, or the management company.

Virtual life has its limits.  It’s wise to exercise caution on the rental home side with a virtual-only approach.  There ain’t nothing like the real thing, baby!

Happy Landlording!

Credit Reports (YAWN) & COVID Tenant Placement

“Everyone has a plan until they get punched in the mouth.”

“Iron” Mike Tyson

The “sleep industry” (from bedding, sound control, “sleep consultants”, prescription pills, etc.) is estimated to be a $30B-$40B annual business growing by 8% year.  That’s a lot of money going to something that should naturally be free; and, unfortunately, the inability to sleep seems to be an issue that keeps growing.

My father told me that a solution that always worked for him was to read textbooks.  It made sense, but most adults (thankfully!) don’t have many lying around.  However, if you’re in the property management arena, you do have a lot of credit reports you can read through that will have the same effect. 

On a single rental application, it is possible to have 20+ pages per person.  Every open and closed line of credit they’ve ever had in their lives is listed.  It can be painful reading and sorting through them as the pages can begin to just run together…

Many property management companies outsource the application process.  I get it!  No one wants to read through the reports and try to put together how someone’s finances link to whether they’ll be a good tenant, especially when 10-20 applications are coming in per property.  It’s arduous.  That’s why it’s common for property management companies to have credit score minimums- for example, if you don’t have a minimum 600 credit score, your application will automatically denied.

There are a couple problems with that approach, in my opinion.  The first is that if every landlord did that, there would be a lot of people in the streets who weren’t eligible to rent a house.  That seems harsh, unfair, and inhumane. 

The second is that a credit score alone is insufficient to gauge an applicant’s true financial strength.  I think the level of debt to how much available credit they have is a huge indicator.  A credit score rewards taking on debt to a certain extent as it measures whether debt payments are being made in a timely fashion; people with no debt (or utilized available credit) seem to have lower credit scores because there is less of a payment track record to go off of.  Should people be penalized for that?  I guess I have an “old-school” mindset where I think not having debt is preferable to the alternative.

Thirdly, I like to see cash flow and where it is going.  I’ve had 700+ credit score applicants who have so much debt to pay off that after their monthly debt obligations (aka credit cards, financed cars, etc.) there is little room to pay rent and other niceties of life (like food). 

This is where COVID and tenant placement comes in.  How strong is the applicant?  Can they pay when times are good and bad?  Can applicants take a financial punch?  COVID is a huge punch to almost everyone.  But even putting COVID aside, a punch could be an unexpected job loss, big car repair, or some other major expense that life throws at everyone at some point.  Can it be weathered?

That’s where I find the credit report to be an invaluable tool and a “must-read”.  I always felt that the #1 responsibility of property managers is to keep the rents flowing to the owners.  And property managers are only as good as the bench of good-paying tenants they have in their properties.  How strong is the bench?  Can it handle adversity?

COVID has and will continue to put things to the test.  I think the practice of pouring that extra cup of coffee while poring over the credit reports will prove to be time well spent.

Happy Landlording!  And Stay Safe!

COVID-19 Landlords: 7 Positive Developments

“The grass is always greener on the other side.”

Ovid

 “Every cloud has a silver lining.”

John Milton

When I was growing up, I liked to complain.  And now that I’m older, I wish I didn’t complain, but sadly it still happens a lot (mostly in my head as I’m usually bright enough to keep it to myself).  Old habits die hard, or don’t die at all.  Thankfulness is not a natural response for me.

When I was a kid complaining about doing yard work, my older brother asked me what I’d prefer to be doing instead.  “Anything!  Riding my bike, playing basketball, watching TV…”  He looked at me, smiled, and walked away.

Later, after I had finished the yard work, I started to complain that there was nothing to do.  “I’m so bored!” I wailed.  My brother was in earshot and asked me about all the things I would have been doing if it wasn’t for the yard work.  “Oh yeah… I forgot about those.”

I try to keep that story in mind with the current COVID-19 situation.  When I was (sniff, sniff) “sooo busy” and wishing I could be doing “something else” prior to it, “something else” time came abruptly and is largely here for the foreseeable future.  But now I can’t seem to recall most of what else I wanted to do.  Now I just think of the things I’d prefer to be doing if things were back to normal: meet with people, go to public places, take “non-essential” travel, etc.

If I was smart, I’d begin to write a list of all the things I wanted to do after this pandemic is stamped out; then I’d have a list of awesome activities waiting for me.  Ironically (and sadly), when things went back to normal, I could work on my list of things to do when the next pandemic rolled around and I had a lot more isolated, free time. 

In truth, every situation has pros and cons.  So I thought I would focus on the positive developments in property management during this COVID-19 period and give thanks for the following 7 things:

1. The government is giving money out to everyone. Money pays rent.

2. The lease renewal rate is way up.  This keeps cash flowing for landlords and gives tenants stability amidst uncertainty.

3. Tenant repair requests seem to be low, which is a bit surprising to me.  I thought with people being home more often, they’d find the time to point out more things that are broken.  However, local ordinances would only allow us to repair major system issues, so many requests would be denied anyway as a matter of law.  Tenants have told me they are fixing some things on their own which saves landlords money.

4. Mutual understanding seems to be up.  Owners understand some tenants are in tough spots (and vice-versa) and are showing patience.  And tenants seem to understand that it’s tough for owners to pay for repairs (and their mortgage) if they aren’t taking in any rent from them.

5. The Charlotte market has finally slowed a bit.  It’s been 6-7 years of almost non-stop growth and activity.  Though no one will admit ever wanting it, but a breather isn’t always a bad thing.

6. Existing tenants who are moving out of their rental houses are happy not to have prospective tenants visiting as the new local ordinance outlaws showing occupied homes.  Landlords are saved from having to begin unwanted showings and the (sometimes) tough conversations that go along with them.

7. There is (much) more time to spend with family.  The peer and societal pressure to be involved with outside things has almost completely dissipated.  I’m not sure when we will have this type of relative freedom ever again.

In the most negative situations where there are ample items to complain about, there are always positive developments as well.  Be thankful for what you can– there’s more than you think.

Happy Landlording!  And Stay Safe!

Tenant Management: Be Nice Until…

“A brother wronged is more unyielding than a fortified city; disputes are like the barred gates of a citadel.”

Proverbs 18:19

“I want you to be nice… Until it’s time not to be nice.”

Patrick Swayze to the other bouncers in Road House

There’s a danger of showing your age when quoting lines from the classic movie, Road House.  Younger people have no idea what you’re talking about.  It’s not as bad as making a “Rosebud” reference from Citizen Kane (1941), but it can make you feel like you’re in the same ballpark sometimes.

For the uninitiated, Road House is about a bouncer (Patrick Swayze) who is hired to go to a small, backwoods town in Missouri where some local ruffians are ruining a local bar by making it a warzone for fights.  His job is to restore peace by training the staff to deescalate the increasing violence. 

His first training session with the bouncers starts with him giving them the advice of “be nice”.  No matter what bar patrons say to them, they shouldn’t take it personally.  It’s a job.  He instructs them not to retaliate, but walk offenders out of the bar, nicely.  They should be nice, until it’s time not to be nice.

The inevitable question he gets after this speech is “how do we know when it’s time not to be nice?”  He answers succinctly, “You don’t.  I’ll let you know.”

As a Charlotte property manager, we often run into the same question.  This may come as news, but tenants don’t always follow the lease to the T.  They want to do what they want to do, regardless of what they signed their name to.  This can be frustrating.  And it can lead to the impulse to escalate situations quickly by invoking phrases like “throw you out on the street”, “it’s eviction time”, and “you’ll never live indoors again when your next potential landlords ask me for a reference”.

That’s not nice.  And it’s usually foolish.

In my experience, nicely asking tenants to do something differently is effective.  For example, if they are leaving the trash cans out for days which elicit HOA complaints, we may ask, “Would you mind trying to get the trash cans in a little earlier so we can be compliant with the HOA rules?  I wouldn’t want them to start sending fines.”  Or “can you try to make your rental payment a little earlier?  The owner needs to be able to pay his mortgage on time and it would also save you from donating late fees to us every month.  You’re usually only off by a few days.”

Most tenants are reasonable and respond well to landlords who ask for things nicely.  I feel as a property manager, one of our most important jobs is to establish a respectful relationship with the tenants who rent from us.  We both need things from each other and it’s much better for all involved when the relationship is cordial. 

However, when a landlord is repeatedly ignored or there are egregious violations, it may be time not to be nice.  This is when court action may be necessary, but it rarely leads to a happy ending.  Remember, the tenant and his/her family are losing the place where they live and sleep; in Charlotte, at least, it’s going to be difficult for them to find another house easily due to the lack of available housing and a recent eviction on their credit.  They are in a really bad situation that they will probably blame the landlord for.

At this point, the relationship in most cases is irrevocably broken.  The chances of receiving additional rent are low and the house is usually returned in horrible shape.  It’s a true “lose-lose” transaction.

It’s actually the same ending as in Road House.  When it was time for Swayze and his fellow bouncers not to be nice, it infuriated the bad guys and a civil war broke out in the town.  A lot of people got hurt (including Swayze’s best buddy, Sam Elliot, who was killed) and a lot of property was destroyed.  In the end, Swayze got his Pyrrhic victory which, outside of movie logic, would only be considered a complete disaster.

So, be nice and try to keep things nice as long as it depends on you!  It’s much better than having to turn to the alternative.

Happy Landlording!