How involved should I be in my real estate investment property management?

My Real Estate Involvement didn’t stop at the purchase

When I first started my real estate journey, I basically had no idea what I was doing. That is likely true of many people who entered it by accident. I purchased my first condo as a place to live because real estate was going crazy in southern California. As part of the purchase process, I was provided with copies of the most recent financial statements and CCC&R’s for the Home Owners Association (HOA). Honestly, they were not that good, low reserves, high rent to own ratio, etc. This raised red flags for the lenders, which caused a bit of heartburn. I was eventually able to close though. In the year after I closed, there was a special assessment put in place to cover some repairs. There was also talk of another one being necessary.
These factors, along with the fact that it was difficult to get more information about what was happening, led me to join the HOA board of directors. For the first few years, it was as an advisory member, with no voting rights, etc. As time has gone on, I have gotten more involved on the board, in part because no one else volunteered, but also because there were financial issues that put the HOA, and thus, every owner’s investment, at risk, and had to be addressed.

You have to make a choice

As you can see, I made a conscious choice to become more involved with the HOA than simply being an owner. I was willing to put the time toward being a board member because I saw it as a way of protecting my investment.
This same choice is repeated every time someone purchases an investment property. Some people want to be very hands on, and manage the property themselves. In the case of a condo, it is possible to take that to the next level and get involved with the management of the HOA. Other people are either not interested in, or not able to have this level of involvement in their property. This could be due to other work obligations, being an out of town investor, the number of properties they own, or simply a desire to focus on their strengths, which don’t include property management.
Let’s take a moment to look at the different levels of involvement, starting from most involved to least. I mentioned two above, but there is room in the middle for a third. With each level, I’ll talk a little about what they might entail, and why you may want to choose each one.

You manage your property, and then some

If you purchase real estate, and the thought of having someone else be involved with managing it seems foreign, then you probably fall in this category. There is an expectation of higher levels of effort required on your part. You will be finding tenants, coordinating repairs and rehabilitation, and potentially helping out on neighborhood boards or HOA boards where your property is located.
This level of involvement will expand or contract to utilize the resources you have available. It will also be constrained based upon the location of your properties. If they are close, you will be able to manage more of them like this. The more spread out they are, the more likely you will need help.
More properties and larger distances may still allow for high involvement if you either put together and manage, or are part of a team. In that case, you may be heavily involved in some properties, while your team handles others with you having close oversight.
The benefits of this style of management are the intimate knowledge you will have regarding your properties and the connections you gain in doing so. This will also give you a breadth of experience in the different areas of real estate property management. That experience will serve you in the future should you adopt a lesser degree of involvement by knowing what to look for with property management companies.

You bought it, they run it and you check in regularly

This will probably be the 2nd most common group that real estate investors fall into. In this situation, you may do the legwork to find a property and make the purchase, with the understanding that you will have a property manager handling the day to day operations. There is still a range in the amount of interaction that you can have, and this depends on your comfort level. If you are confident in the property manager you have found, it may be possible to simply check in once a month when you receive their financial statements, and either acknowledge a deposit or make a transfer if money is owed for expenses. On the other hand, you may choose to handle some functions, like paying bills, or coordinating repairs while leaving tenant management and rent collection, to the property manager. This and other configurations will break along the lines of standard themes: proximity to property, number of units owned, other businesses, family responsibilities, etc.
The benefits arise in the time that you have to put toward other endeavors, which could be another business or relaxing on the beach with a fruity beverage. The point is, that you have a choice. If you only hand off part of the responsibility, you have the choice to offload those items that are either not you favorite, or are ones that keep you from focusing on higher management functions of your business.
Either way, this choice is predicated on the quality of the management team you have put together. The more in sync they are with your needs and concerns, and with good property management principles, the more responsibility you will be able to give them.
This style may be an outgrowth of the more involved first style. As you become more comfortable with your property management team, you may be more willing to increase their level of responsibility.

Real Estate is part of my investment portfolio

This stage is essentially the set it and forget it model of real estate investing.
You may either choose this stage or it may choose you. If you have a number of different businesses, of which real estate is just one, then you might have a dedicated team that handles it with a lot of autonomy. You may be playing to your strengths here, knowing that the management of real estate is not your strong suit, but you want to have it in your portfolio.
Some real estate investments may put you in this category by their nature. Examples of these are Real Estate Investment Trusts (REIT), or if you are involved in the financing side of the transactions. In both of these cases, you are essentially providing funding for another entity to purchase and manage real estate.
The obvious benefit of this is that you have essentially no management responsibility. Real estate is simply an investment you keep like stocks or bonds or an ownership in another business.
The downside is that if something goes wrong, your investment may be at risk. You have very little latitude to step in and take over. In the event you did have the ability to step in, you may not have enough warning to be able to intervene in time to make a difference.

How to decide, and where do I stand?

Let’s talk about where I stand first. I fall between the full control management and the property manager with oversight. I personally manage the property close to me, as it is relatively low oversight and easy to handle. I also remain on the HOA board, so my involvement is high. For properties that are not close, I use a property manager. Even then, I continue to pay a number of bills and approve work to be done, so it is definitely not a hands-off management style.
Hopefully some of the downsides listed, aren’t too much negative to scare you. There is a long-standing rule that you should only invest in things you understand. You should also do your due diligence before making any investment.
In this context, due diligence is learning as much as you can about property management and real estate. This, in combination with your knowledge of other investments, will guide you to the level of involvement you need to have to be comfortable, and hopefully, ultimately successful with a real estate investment business.
In the comments, tell me what your involvement level is in your real estate investments.

The Importance of Responsiveness in real estate investing

In any business, there are certain characteristics that stand out with successful people. One of the most important ones in my experience, that is often not mentioned, is responsiveness. This is applicable whether it is you as the investor, or someone on your real estate team, whether property manager, attorney, etc.
In this article, I will talk about:

  • What is Responsiveness
  • Why is it critical that you are responsive
  • Why is responsiveness important for your real estate team?

What is Responsiveness?

According to Webster’s Dictionary,
Responsiveness: 1. reacting in a desired or positive way 2. quick to react or respond

Both of these definitions can be applied in the sense of responding to peoples’ needs, be they tenants, agents, HOA, etc., whether positively or negatively, in a timely manner, and following through if something is promised.

Why is it critical that you are responsive?

The simplest possible answer to this is that real estate investing is a business, and you don’t work in a vacuum. There are other people involved, whether they be your tenants, a real estate agent working for you, a mortgage company, etc., and their ability to be successful in business depends on you and others fulfilling obligations that you make to them.
Responsiveness is really like completing an implied contract. Sometimes this is actually formalized in a agreement, as when you have a mortgage that you agree to pay on a certain date every month. If you do not follow through, there are defined penalties.
Other times, the call for responsiveness is in a more tenuous agreement, like when you tell someone you will do something for them. There is a tacit agreement that you will provide something that they are asking for as it relates to your business. Of course, this could be in your personal life as well, but that probably goes without saying. Some places where this comes into play are with a realtor who may be helping you find or sell real estate, a tenant who calls with a problem, or with an attorney who is helping you with legal documents.
Each of these situations requires you to be responsive because they all need your input in order to do some portion of their jobs, or to maintain their living space. One way to look at this is to think of everyone who needs something from you, as a client, whether an actual client/tenant or not. If you do not provide them information they need, you may miss out on a real estate deal, or miss a legal deadline, or have a tenant leave because they do not feel you are maintaining their unit properly for it to be habitable.
Not being responsive not only can cost you money and/or missed opportunities, but it also reflects on you personally. If people sense that you are not getting back to them in a timely manner, they may choose to not work as closely with you, meaning you may miss deadlines or lose out on an opportunity. There may also be an impact on your reputation, and cause other people to not want to work with you.

Why is responsiveness important for your real estate team?

Many of the same reasons mentioned above will apply to the team of people that you put together to help manage your real estate investment. I would argue that responsiveness on the part of your team is even more critical because they are working with people on both sides of the business. They need to work with you to keep you informed of any changes, needs, issues, etc., and they need to work with clients and other contractors to ensure compliance with contracts, projects, requirements, etc.
One specific area where responsiveness is critical is on the part of a property manager. If you have real estate in a location that is not close to you, and it is being managed, then close communication becomes critical. Since you are not there, you cannot visit the property to check in regularly. The property manager is your sole point of contact, as well as that of any tenants.
If there is a problem at your property, you need to be able to count on the property manager to let you know as soon as possible. This falls under the desired reaction definition, where they know that in an emergency, they need to tell you not just what is wrong, but how they are initially handling the situation, and finally, a long-term solution. If this communication does not happen, then a problem might persist, and/or get worse and propagate into additional problems.
As well, if you issue an order to your property manager, they need to respond either within a reasonable amount of time, or provide an immediate response in which they state a time-frame for action. This is important because some items are time-sensitive and you need to be confident that your directives are carried out.
You can find different examples of critical responsiveness concerning each of your real estate team members.
Finally, the degree to which your team is responsive reflects on you as a business owner. There is actually a twofold reflection on you since the focus is not directly on your interactions, but on those of people you have hired. The first impression for people is that responsiveness is a barometer of how much you and thus your team value other people’s time. The second is more second order, in that if people find your team to not be responsiveness, they may see this as a failing of the team members, but also of you in your ability to train your team, recognize critical business skills, and finally your judgment in hiring the right team members.

A responsive recap

The first thing to keep in mind is that real estate investing is a business. All businesses succeed to a degree by how they manage interactions with other people. One aspect of this interaction is responsiveness, the ability to respond in a desired and/or positive way, or being quick to react or respond to a given situation.
The need for responsiveness applies whether you are completing a task for a client, providing direction or information to someone on your real estate team, or interacting with a contractor.
If you are not responsive to a client, most likely a tenant in the real estate case, then they may very well think you do not consider them to be important. At that point, they may simply stop attempting to work with you, which may mean that problems occur at your property that go unreported, or they may simply move out, either immediately or at the end of their lease. This could mean the loss of a desirable tenant and thus steady income.
If you do not pay attention to requests or issues with neighbors, you open yourself up to potential legal action, property disputes and potential damage to your property.
Your team needs you to be responsive because in many ways, you have the final say on their tasks. If you don’t give approval, everything slows down, deadlines may be missed, and small problems may turn into large ones.
Conversely, you need to have a real estate team that is responsive as well. If they ignore tenant requests or problems, those may turn into more serious issues, or the tenants may simply leave. If they do not respond to you in a timely manner, you may lose track of where a project or property stands, and miss a deadline, or let a project get off track. This can cost you time, money and hassle. Finally, if your team is not responsive with each other, or other contractors, you will likely encounter delays and inevitably pay more for projects or services. More seriously though, in this case, is that your reputation may be damaged and you may lose the opportunity to work with the best people for a particular service or in a real estate partnership.
It is important to remember that just as it is a business for you, it is also business or a material need for your team and your tenants. When you have made a commitment to someone, it doesn’t matter if you are doing this as a part-time gig, or a full-time business, they have an expectation that you will follow through.
If you make the effort to be responsive in all facets of your business, and surround yourself with a team who share that goal, you will likely find yourself with more people wanting to work with you, and better relationships with tenants and neighbors. Taken together, that adds up to a successful real estate business.