The mistake all PMs in the Outer Banks have made is not paying someone adequately to expertly handle and triage the calls and dispose of the nuisance calls. The triaging is all about pacing and sorting, but the nuisance calls are pure finesse and skill. "So, Ma'am, what I hear you saying is that you find the homeowner's design choices not to your liking? We'll make a note on your account."
That's the best idea I have heard yet on this issue. Find someone with facility maintenance skills and good customer service with mega notes beside the phone to address calls. Someone with common sense too.
Yes, we knew how to do our job, and did it well. That’s exactly how we responded to the idiotic complaints in between constant calls from vendors, other departments, psychotic, entitled guests, major maintenance issues that were actually important, like a septic tank overflowing, a ceiling caving in, or phone calls from some really horrible, entitled, nut job homeowners.
Those who have never worked in this industry before have no clue what it’s actually like. I only took that job (and huge pay cut) to be able to move here. I will never work in such a thankless, abusive workplace like that again. However, I’m glad I was able to meet some really wonderful coworkers, vendors, nice owners, and nice guests, as well. I did have some good times there, too!
I worked in property management straight out of college for five years. My first job as a divisional property manager for 18 apt complexes. That was before cell phones and I wore a pager that was constantly going off. I dealt with roaches, floods, section 8 properties, and evictions just to name a few of the high spots. I put in 18 hour days and dealt with so many idiots. This was in the early 80s when there were no jobs to be had and mortgage interest was 16%. I stayed there as there was nothing else. When I think back on it, I learned so much and wouldn't trade it for anything now. My boss at the time....a terror whom everyone hated, would have fired us on the spot if we walked past a weed on a property and didn't drop down to dig it up if she viewed it while walking the grounds with us. To this day, I cannot walk past a weed without bending over to grab it by the roots. And like you, I have lifelong friends from that organization.
Edit: we are all Monday morning quarterbacks...whatever that saying is in regard to the situation with rentals at the OBX. You're correct in that the crew worked hard and did their stuff. I know that you worked tirelessly with what you were provided and learned so much. I was ecstatic when I got out of that game as well.
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