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Keyzapp's Director, Tim Hill, shares his insight into the lessons he has learned during his 10 years in the property industry.
It's difficult to believe that over a decade has slipped by since we first thought of using contactless key fobs to ease the daily headache of managing keys in the property world. Looking back now, I marvel at how naive we were—starting out with a great idea but little to no practical experience of the people and situations we would encounter.
Not only do I now have less hair and a larger waistline, but I've learned a lot about the industry's often unsung heroes: property managers. Honestly, they're also my favourite people to work with!
The number one thing I've learned about property managers is that they are people pleasers. Functionally, their job is managing assets (property); practically, though, it’s about trying to keep a lot different people happy.
You can generally split the people property managers need to keep happy into four constituencies: landlords, tenants, contractors, and colleagues. Property managers are the link between these groups and often struggle not to be pulled in different directions by their competing needs. If the property manager is stretched to breaking point, everyone suffers—businesses and investments decline. By contrast, when property managers feel empowered and in control, they bring everyone closer together.
Landlords
As they are (usually) the client, landlords are the first group of people that property managers must keep happy. While property managers are not typically salespeople, they are pivotal in delivering and communicating value to clients.
This requires nurturing good relationships with landlords and understanding their priorities and needs. Property managers can only do this well if they have the time and headspace to listen and are not so overworked that they can't respond promptly. Finding processes and tools that save time and reduce stress is essential. For example, tools like Fixflo and Keyzapp streamline the flow of information and remove a lot of busywork, giving property managers more time for higher-value tasks.
Above all, property managers need to establish and maintain the respect of their landlords. This respect acts as a currency that becomes invaluable when issues with the property inevitably arise. It's essential that property managers can effectively communicate both the needs of the tenant and the advice of contractors to receive a fair hearing. Sometimes, for instance, it's worth spending a little more for better long-term value and happier tenants. When landlords respect their property manager enough to listen, everyone wins.
Unfortunately, respect is more easily lost than gained. Not being able to provide timely and accurate information on maintenance issues—or, worse, losing keys—can severely damage the trust that took blood, sweat, and tears to build. This, in turn, pours more stress back into the system and leads to a downward spiral.
Tenants
While tenants are not usually the property manager's client, they often think and act as though they are! The beleaguered property manager often feels like a "piggy-in-the-middle" between tenants and landlords, taking all the flak.
What's often overlooked is that the best property managers aren't just "post boxes" between two opposing sides—they're effective diplomats who find compromises and advise on the best decisions for property maintenance. Sometimes, this is as simple as helping tenants help themselves (one of my favourite features of Fixflo).
One of my clients put it this way: "We base our advice to tenants and landlords on what's right for the property as a whole—something both sides care about."
To achieve this, property managers need timely and accurate information gathered in the easiest way possible. In my experience, happy tenants lead to happy landlords—and vice versa.
Contractors
Contractors are the backbone of many property management services. In my field of key management, we often joke about the contractor who swears they returned the key last time, even when the manager knows full well they didn't. Beneath such jokes lies a reality of frustration and inefficiency that can harm both sides.
Good processes and systems naturally create accountability and reduce the chances of harmful misunderstandings that damage relationships among landlords, tenants, and colleagues. Happy contractors yield great rewards—whether it's getting priority service because you're easier to work with than the outfit down the road or building trust that leads to better decision-making.
The way to win with contractors is to make their lives easy. And, as you guessed, that's where tools like Fixflo and Keyzapp help. Contractors are happiest when they receive all the information they need to quote for work, find their keys ready and waiting, and get paid promptly at the end of a job.
Colleagues
The fourth group property managers need to keep happy is their own colleagues. The modern property industry relies on people with diverse skills, motivations, and temperaments working together. A workplace plagued by minor misunderstandings, pointless interruptions, and low-level frustrations serves no one.
I often visit businesses where property managers act as gatekeepers of information and processes because they've lost trust in others to do things "properly". This creates frustration all around as they become bottlenecks—overworked themselves while slowing others down.
That’s why I love seeing teams adopt tools and processes that promote accountability and transparency. Clear systems mean everyone can focus on their strengths and stay out of each other's way. For example, management can trust a salesperson to check a key back in or allow a remote worker to schedule maintenance in Fixflo, confident that the key will be available when needed.
Final thoughts
Over the last 10 years, our industry has seen significant changes in legislation, market forces, and technology. What hasn’t changed, however, is the need for skilled, empathetic property managers.
Looking ahead, I'm certain of this: there will always be landlords and tenants, properties will always require maintenance and teamwork, and there will always be a place for property managers working hard to keep everyone happy.
Want to know more? Explore Keyzapp's integration with Fixflo.
Tim Hill
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