Building trust is a fundamental part of growing a successful property management company. Whether it’s with employees, property owners, or tenants, trust is the foundation that ensures strong and lasting relationships. But how do you build trust? What steps are involved in establishing and maintaining it?

A Lesson in Trust

My mind goes back to this past summer when I decided, “Toys are good.” As my 59th birthday approached, I realized that after a lifetime of hard work—raising two daughters on my own and managing a business—I had never really treated myself. It was time to change that. I wanted a toy, and I set my sights on an ATV.

Living on 30 acres with no neighbors for miles, I had the perfect space to enjoy one. So, I asked my husband to educate me on all-terrain vehicles. We went to the local dealership, searching for one that met our needs—four-wheel drive, electric start, 400cc engine, and solid tires. We found one that checked all the boxes, except for one thing: it was camouflage. That wasn’t going to work for me.

We left the dealership and decided to check another location. My husband went to Hiawassee to run errands while I headed toward Murphy. That’s when I remembered seeing a yellow ATV the previous week in front of Darin Bender’s office. But when I drove by, it was gone.

Trusting the Right People

Curious, I called Darin and asked about the ATV. He confirmed that it had everything I was looking for—plus a 2500-pound winch. But there was one problem: he had already sold it. However, the buyer never came to pick it up. Without hesitation, I said, “Sold! I’m on my way. Don’t sell it.”

Why would I do something like that? Why would I buy an ATV without even seeing or driving it? The answer is simple: trust.

The Foundation of a Trusted Relationship

When we moved from Tennessee to Georgia, Darin was our real estate agent. He helped us buy our house, and when we later decided to build, he listed and sold it. Over the past 14 years, I watched him grow from an average agent into one of the top real estate professionals in our area, selling over $23 million a year. Eventually, he opened his own firm.

Through every interaction, Darin built trust. He listened to our needs. He followed through from contract to closing. He kept in touch, even when there was no immediate transaction. He never misled us. We developed a professional friendship based on honesty and reliability.

Because of this trust, I didn’t need to test-drive the ATV. Darin told me it had only been driven for 26 hours and had been well maintained. That was enough for me.

Applying Trust to Property Management

This same principle applies to property management. Trust is built over time through actions, not just words. Whether it’s with employees, property owners, or tenants, the same fundamentals hold true:

• Listen and follow through. Understand what people need and deliver on your promises.
• Maintain consistent communication. Stay in touch even when there’s no immediate business at hand.
• Always be honest. Transparency is key to long-term relationships.
• Operate ethically. Follow the law and treat people fairly.

The Final Lesson—Trust Takes Time

The story doesn’t end with the ATV purchase. When I brought it home, my little cocker spaniel, Keeper, was terrified of the noise. She barked, ran away, and wouldn’t come near it.

So, I took it slow. I let her approach the ATV when the engine was off. I sat her on it without turning it on. Eventually, I encouraged her to jump up on it herself. Over time, she learned to trust it. Now, she rides with me whenever I take it out.

Trust isn’t built overnight. It’s a process—one that, when done right, can lead to strong, lasting relationships in business and in life.

As property managers, we can achieve this the NARPM® way:

Never lie.
Abide by all laws.
Represent the prospect/owner/tenant.
Practice the golden rule.
Manage with pride and ethics.

ABOUT THE AUTHOR

Lynda Farren, RMP® CCIM is the broker/owner of Mountain Manager & Associates in Hiawassee, Georgia Lynda has been a broker for 30 years and began her company four years ago when she saw the need for quality property management in the North Carolina/ North Georgia Mountains. Lynda has been a member of NARPM® since 2004. She has been active in the Atlanta Chapter and is currently serving as vice president. She believes in NARPM® and drives two and a half hours each way to attend monthly NARPM® meetings. She is married with two grown children and nine grandchildren.

Copyright © 2008 NARPM®. Reprinted from the March 2008 issue of the NARPM® Residential Resource news magazine.