Property Managers

The Property Manager's Role and Motivations

A property manager's success is often measured by their ability to control costs. They have budgets to adhere to, and their performance reviews and bonuses can be directly tied to how much money they save on maintenance and repairs. This financial incentive can lead to a natural opposition to any work, particularly expensive IAQ projects, that they view as unnecessary or a threat to their budget goals.

Compounding this is a general lack of understanding of building science and IAQ principles. They often operate on flawed information, sometimes provided by trusted but uninformed sources, like a well-intentioned maintenance person or a long-time vendor. This can lead to deep-seated skepticism about our recommendations, as they may have been told a simple, inexpensive solution is all that's needed. They may also harbor a distrust of specialized contractors, fearing they will be overcharged for "unnecessary" work.

The Art of Communication and Collaboration

To overcome these hurdles, our approach must be both educational and empathetic. The key is to avoid jargon completely. Instead of discussing pressure differentials and psychrometric charts, explain it in simple terms. For instance, instead of saying, "We'll install a balanced ventilation system to correct the negative pressure and prevent moisture intrusion," you can say, "We need to put in a system that helps the building 'breathe' properly, so moisture doesn't get sucked in and cause mold." The goal is to make the complex understandable without being condescending.

When a property manager presents a flawed solution they've been given, never attack the person who gave them the advice. Instead, validate their thinking by saying something like, "That's how we used to think about it, and it makes perfect sense because... However, we've since learned that it can lead to this specific issue." This approach allows them to save face while you gently guide them toward a more scientifically sound solution.

Finally, it's essential to understand their limited authority. Many property managers cannot approve large-scale, costly work on their own. Encourage them to schedule a meeting with their superiors to review your scope of work and estimated costs. This not only protects them from potential liability for overspending but also ensures that you have a direct line to the decision-makers who can authorize the project, leading to a smoother payment process and a successful outcome for all parties involved.