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Dealing with difficult and sometimes awful tenants can really eat up your time, energy and money, making being a landlord terrible. Tenants who seem to always pay late, causing damages to your property or just downright breaking the lease terms! Many times a tenant just has their mind set on arguing with everything- even when reasonable. Most experienced landlords and managers know EXACTLY what I am talking about! If you own rental property or manage rental property you will certainly come across one of these challenging people at some point! It is not easy or fun but it can be done! Here are some helpful tips to get you through! Read On! Dealing with Tough Tenants 1. Keep calm! Be rational and fall back on your lease agreement. It is easy to get caught up in someone else’s anger. The heat of a confrontation (valid or not) can quickly go from professional to slumlord status quickly. Do not buy into their emotions, keep calm. Let them voice their opinion or grievance, listen and do not judge or interrupt. If a tenant is being hostile, ask them to call back at another time or email you the information. Getting loud and angry will not help the situation. Tenants are a lot more receptive when you come across calm, cool and collected. Once the tenant has had time to “vent”, ask if they would send you a detailed email so that you may take time to properly review the complaint and respond appropriately. ( #2 will relate to this) Make sure to get back to them quickly with answers or resolutions. Use your lease for guidance. Do not back down on the agreement terms, use them to bring peace. 2. DOCUMENT EVERYTHING! CYA! Get it in writing. Nothing exists in the world of rental management “Unless it is in writing”! This can seem like over kill but difficult tenants have a way of showing up in court when the lease ends and you want to make sure that you are covered! Tip: Ask that tenants correspond via email or in writing vs. calling you whenever possible. Start a file in your email that you save all correspondence between you and your tenant in. This includes work orders and other requests. If you have a phone conversation with your tenant, respond to them back via email with “Per our conversation today, I etc..” 3. Educate your Tenants. If you are a parent either the fur baby kind or the actual kind, you understand that you have to establish boundaries and expectations for behavior. Otherwise you find yourself in a never ending loop of “wrong” behavior. Follow the terms of your lease agreement! Period! End of subject! Do not find yourself swaying on items in the lease that were agreed upon before the tenant moved in. Example: Late Rent, it happens sometimes. It is not the end of the world for either of you. When the tenant calls with “whatever reason is not their fault”, be kind, be calm. Ask for the date to expect payment, remind them of the lease terms- exactly as written. Let them know you understand and empathize with them, and there will be “X amount of late charges”, they can make payments on it before the next rent is due, and if they cannot get rent in before X date stated on the contract, you will have to start the eviction process. You do not have to evict, however, when they understand that you are going to abide by the lease… exactly… it will make a big difference on other items moving forward. 4. Exercise Kindness- Kill with Kindness! When you have a problem tenant use this as a method to overwhelm them with kindness. Answer calls quickly, respond to maintenance requests emails etc quickly and pleasantly. Make an effort to always use their name when speaking with them and make sure to ask them how things are going. This strategy usually works, even when it is tough to do! You will not always be able to win a tenant over, but you can at least be the most pleasant person in the situation!. 5. Seek Professional Help. There are times when nothing seems to work and the difficult tenant can become a nightmare! They waste so much of your time and emotional energy that it may not be worth it! When this happens, it may be well worth reaching out to a professional and let them take on the problem for you! Think of all the time you will gain and all the stress you will be rid of.. You can relax and let them be someone else’s headache! Tip: When interviewing a property management company here are a few things to ask. What is their experience? How long have they been managing properties? Get details: Average days on market, retention rate owner/tenant, vacancy rate, delinquency rate, eviction rate. Ask for references from other owners they manage. Do not just rely on “reviews” they can often times be misleading. Many “review” sites get more hits from negative than positive reviews and charge the company to “remove” bad items… See our blog post on Finding the Right Property Management Company. https://rrvegas.com/finding-the-right-property-management-company 6. Worse comes to worst! If you have just reached a breaking point and cannot take another minute. Reach out to the tenant and see if they are interested in parting ways. Many times, if you are that unhappy with them, they may be just as unhappy with you. Make an offer to terminate the lease agreement without penalty and go your separate ways. Sending a simple “notice to vacate” will get the job done without any issues, but try to travel the peaceful road first. So, for more ideas for : getting a bad tenant out of your property, rrvegas.com blog 7. Last Stand- Eviction! Evicting a tenant should be a last resort! The process is not easy and in some states must require a severe violation of the lease agreement that cannot be resolved. In Nevada there are only a few reasons that evictions are granted. 1. Failure to pay rent 2. Hold over after the lease has ended. Must give proper notice. 3. Illegal activity, distribution of illegal substance, severe damage to the property. Most states require a notice to correct be served and if the tenant does not comply then you may move forward. Judges are not so understanding when you tell them that the tenant is just a “pain”.. So, don’t think that you can evict a tenant just because you don’t get along with them. Unfortunately, that isn’t an option. Seek Professional Eviction Services in your county for exact details in your area.

The past few months have been very difficult on owners of investment property and the tenants who live in them. The COvid-19 “stay in place” has generated more than unemployment. Collecting rents following the reopening of most states is going to be a balancing act that most property managers and owners must face. Rent payment moratoriums are coming to an end and now we will be faced with a wave of defaults and evictions will begin! Being proactive is going to be the key to successful navigation during the next few months. I can assure you that the eviction courts will be backed up and I have suspicions that the courts will not be in a hurry to issue numerous evictions. I could foresee courts requesting that owners and tenants work out a repayment plan or other solutions rather than eviction. New tenants in the market will be reluctant to sign long term leases and will be looking for lower rent prices. Many of them are expecting rents to drop and they are unsure of what is coming next. Managing the Future Be proactive and keep your best tenants. Giving some grace on rent payments, setting up a workable repayment plan to possibly giving allowances for minor repairs may help them avoid cheap apartment hunting! Avoiding Vacancy One vacancy typically costs 1 to 2 months rent equivalent. It is worth avoiding -if possible in the near future. The pain involved with move out repairs, utility expenses, vacancy and uncertainty in the market right now can really put a stress on your budget. This can be compounded by lack of rent for the past several months. Reducing Tenant Discomfort Comfort is key. Financial pressure is not the only reason that tenants may choose moving out vs. working it out. Tenants may feel tension from mounting feelings of frustration, worry, hopelessness and disappointment. You can help them navigate through their feelings- moving may not be in their best interest- or yours. Put yourself in a positive, caring frame of mind before you communicate anything to tenants. Be polite, courteous and professional because the tone of your voice and conversation is what they hear. Here are few of the things that Results Realty has done recently to improve our retention for our owners. 1. Extend the lease agreement by 1 year, reducing the rent to accommodate an affordable repayment plan. 2. Tenants who must move due to extreme income reductions are encouraged to assist our office in releasing the unit. We have offered an incentive to show the property while still paying rent. 3. Free rent for a month and flexible repayment plan for missed rent. It’s great to rev up your imagination about how to keep tenants feeling content and comfortable. It’s going to give you the energy and optimism to create this plan and carry it out. If you would like more information or are in need of property management in the Las Vegas NV area please contact us, we are glad to assist you. 702-685-9999

Looking for a good property management company. During recent years investors have enjoyed buying, selling and owning investment properties. It has been a truly great market. It is anticipated that this market will continue to prosper even during the recent events. You may have already built up a sizable portfolio, managing them all on your own, but now you’re ready for some professional help. Choosing the right Property Management Company. Self-management of investment property can be complex and time consuming. Professional property management services can free up a lot of time and help you realize additional income from your property without all the added headaches. But who should you hire? We understand this is a really tough decision and we are ready to share our experience with you. No matter where you own investment property, property management is very similar between locations. So no matter if you’re in California or Arkansas, here are a few tips to help you choose the right company for you. While monthly management fees should be a consideration, more importantly is how they are performing. You will want to ask performance questions such as. Good property management software provides these numbers easily for a management company to track them. 1. What are the average days on the market? 2. What is your company’s average delinquency rate? 3. What is your average turn over time? 4. What is your average cost to owner for turn overs? 5. What is your tenant retention rate? How long is your average tenant staying? 6. What is your owner retention rate? Can you provide me with references? 7. What is your eviction rate? How long does it take to remove a problem tenant? 8. What value services do you offer? What are the fees for additional services? Property managers rely heavily on set processes and procedures. These questions will be sure to put the interviewee on their toes. Most experiences managers will have no problem detailing them for you. 1. How do you handle HOA violations? Do you charge for this? 2. How do you handle lease renewals? Am I notified? How long in advance? 3. How do you handle tenant lease violations? 4. What is your late policy and how is it enforced? 5. What about non authorized pets or additional occupants? 6. When do I receive monthly statements and pay out? 7. Do you provide all invoices with the statements each month? Last thing you will want to consider are any additional “fees for services “not included in the monthly management fee. Be sure to ask about. 1. New Leasing fee 2. Renewal fees 3. Advertising fees 4. Co-op fees ( for outside agent referrals) 5. HOA compliance 6. Maintenance service charges 7. Inspections 8. Invoicing fees 9. Records fee or fees for book keeping items If you would like additional information on How to Choose a Management Company or have investment property in the Las Vegas/Henderson Nevada area and would like to give us a proper interview… shoot us an email at management@rrvegas.com or call us at 702-685-9999 We will be glad to help and look forward to the opportunity to be of service. Results Realty Management Team

It is far too easy to think of the landlord or property manager as the “Bad” guy. In fact they are simply a contracted professional who for a fee manages the day to day operations of rental property on behalf of an investor (who is their client). They are the go between for the tenant’s needs (who is a customer) and upholding the responsibilities of the lease and the investor’s need for their income property to be profitable and maintain the value of their investment over time. Most property management companies do not own the property which the tenant resides. In short, the property manager has a business relationship with you and a contractual agreement with the owner. This may make it hard to be “perfectly aligned” with what you want as a customer and what the owner’s goals are as a client. However, this does not mean that the property manager’s intention is to treat you any less than the owner, there are just a different set of responsibilities to each party. Property managers do not want to have an antagonistic relationship with tenants, quite the opposite- they want to have the open and honest relationship with tenants. The best way to understand your landlord/property manager is to read the lease agreement. That may sound way too obvious, but it is true. Property managers make decisions based on what is in the lease. They are bound to those agreements just as you are bound to the agreement. The lease agreement is the tool used to set out all the “rules” of the relationship between Property manager and the tenant. It clearly defines who is to do what and when. It is a working agreement that sets the stage for each player before move in. Much like reading and understanding the rules of a game, the lease agreement is the final word. It is not intended to be altered or changed during the “game” or term of the lease. Here are 2 of the most common items that can cause tension between Property managers and tenants. 1. Late payments: Every lease agreements should contain a section of when and how the rent is to be paid each month. It will also detail the charges and process if the rent is not paid on time or in full. * Property managers are expected to collect rent and pay bills on behalf of the owner then disburse any proceeds to the owner by an agreed upon date. When rent is delayed it causes accounting issues delaying the payment of the owner’s bills. Many owners rely on rent income to rent to pay each month. When delayed- that are now late-with late fees. In short: Late payments have a domino effect to all people involved. Property managers should never waive late fees due, it can cause harm the owner. The property manager is contractually obligated to “protect” the owner. 2. Maintenance: Who is responsible for what and how much? This section should also be clearly defined in the lease agreement. Each agreement is unique, find out what you are responsible for and what the owner is responsible for. *Unreported maintenance issues can be small items if left unattended to can become larger more costly repair. Most agreements state that if you fail to report a maintenance item, the entire cost of maintenance will become yours. It is always a good idea to make sure you report maintenance right away and ALWAYS do it in writing. In short: Not reporting a small leak under the kitchen sink because you may have a service fee leads to an entire cabinet and drywall repair and possible mold issue no becomes a very large bill that you are now 100% liable for. Smart tenants always report maintenance issues. I have been a professional property manager for over 23 years. It is sometimes hard to “adhere” to the lease agreement, even for me. There are times when I want to waive a late fee- I have had hard times too. Times when I think it shouldn’t matter if a person has 1 dog or 2. At the end of the day I know firsthand that the lease agreement must be the “rules” that everyone follows, especially me! I am the professional; I must always abide by the agreement- even when I disagree with its terms. This is the agreement we made before “playing” the game, I too must use it as my rule book.

When you find yourself in the position of needing to end a property management agreement it may be difficult to bring yourself to make the break and move on. Whether it is a financial decision or feeling as if you have been failed it is not an easy conversation to have. As you may already know everyone is afraid of change, it is natural and seems hard to move forward even when you know it is the right thing to do. Here are some steps to help make your transition a bit easier to manage. 1. Make sure you understand your contact terms before ending the agreement abruptly. You want to ensure that you are able to make a clean break. You will want to know your legal rights. 2. Focus on the numbers and the results. Don’t make the issue personal. If you feel that you are not a good fit for any particular company, it is okay to move on. 3. “Just Cause”: if management has violated the terms of the agreement, it is best to move quickly. Investment property is tricky and if management has put your rental property or tenants in jeopardy you don’t want to wait to end up in court before making a change. Many contacts do not require “just cause” and may allow for mutual agreement to terminate without specified reasons. Example of “Just Cause” could be – failure of the property manager to return a tenants security deposit according to state laws or failure to follow fair housing guidelines. 4. Required Notice: Review the termination clause in your management agreement for specific details on how much notice must be given. Instructions may also include the method of delivery for the notice. Most contracts will indicate a specific time 30, 60 or 90 days will be required. Notice to terminate should be in writing not email. It is best to send notice via certified mail with return receipt requested. This keeps a record of the termination request for your files. 5. Cost of Termination: Some agreements will include some sort of fee for ending the contract. These fees can range from a few hundred dollars to the entire management fee for the remainder of the current lease agreement. Make sure you understand the charges and it may be helpful if you negotiate the fees if needed. 6. Request all copies of the lease agreement, security deposits, tenant ledger and owner statement are provided immediately upon termination if not before. There is no reason for this to take more than a few days once you have provided proper notice. Expect to wait 30-60 days after the contract terminates to receive any funds that are still due to you. The manager will need to ensure all invoices are paid and no outstanding balances are owed. Tenant security deposits should not be used for any outstanding owner charges and should be released in full to you or the new management company you have selected. Be sure they are accounted for according to your state and local laws. I hope that you do not find yourself in the position of “ending” a management relationship, but if you do, you can get thru it quickly and easily with the help of these easy steps. This information is provided as a guide and not to be considered legal advice. It is always in your best interest to seek professional legal advice on contract matters.

Preserving and ideally increasing the value of your property is one of Results Realty main goals as your property management company. Tenant requests need to be responded to immediately, owners need to be notified of events that will be effect their monthly proceeds. Vendors need to be contacted and scheduled immediately for service, tenants notified of service times. Once this is all accomplished, follow up must be done on the work completed, billing and payments must be handled quickly to avoid any late payment fees etc from the service provider. Experienced managers accomplishes all of this quickly and seemingly with ease. Professional managers have systems in place to act quickly to communicate with all parties involved, they also have a large pool of licensed vendors who are familiar with the process ready to go. Results Realty also has our own in house staff for smaller jobs to save even more of your hard earned money. When interviewing a property management company, you will want to ask these questions. 1. How do they track incoming service requests from tenants, what systems to they have in place. How do they ensure it is not a repeated request for service? You will want a company that is able to track work orders effectively and retrieve prior work orders quickly to determine if it is repeat call that may be under warranty. Ideally work order requests should be able to be processed online for speed and accuracy. 2. What are the maintenance hours, what about after hours calls, emergencies and holiday work requests. Make sure management company has a 24/7 live person to answer maintenance. The last thing you want is a massive water leak stuck on voice mail waiting for someone to call the tenant back! 3. What system do they have in place to practice preventative maintenance? Preventative maintenance is key to avoiding letting small issues become larger more expensive problems down the road. This involves things like a predefined maintenance and inspection schedule as well as promptly addressing known issues. This of course assumes owners are willing to make the necessary repairs when they come up. Slum lords may balk, but successful investors know that when you’re in for the long haul proper maintenance is key to maintain or increase property value and also helps tenant retention. "It is proven that most tenants are unhappy due to lack of maintenance and lack of management response to maintenance calls" Happy tenants- Happy landlord! 4. Do they have their own maintenance crew? If the answer is yes, are they covered by workers compensation and are they licensed, bonded and insured? Additionally are they available 24/7/365 for emergencies? 5. What vendors/service people do they work with? Do they ensure these vendors are licensed, bonded and insured? 6. Do they have any conflicts of interest with their vendors? Beware of relationships that are based on something other than good work and the best price. Ensure that vendors are getting paid on work performed in a timely manner. Vendors should not be waiting more than the standard 30 day net. If they are.. there could be a management cash flow problem, trouble in accounting or worse vendors are not getting paid at all, putting you at risk for future legal issues. 7. Do they provide itemized statements with receipts for the work performed? This adds accountability and transparency to the billing process. You don't want to work with a management company that is unwilling to provide solid documentation of where your money is going. 8. Are tenants permitted to do their own repairs? Do they let tenants perform repairs? Tenants perform inferior quality work, and their lack of insurance coverage, liability or workers compensation could leave you liable in the event of an accident or injury. Why take the risk of having them accidentally fall off a roof or ladder, electrocute themselves, or flood your home? 9. What recurring maintenance tasks (lawn mowing, etc.) do they expect the tenant to perform? This is not considered a liability hazard although providing these services eliminates the issue of tenant neglect and can improve tenant satisfaction which helps with retention. 10. Investigate the companies process for getting a property re-rented before/after each tenant. How long does it take, what is the tenant responsible for and what are your obligations between tenants. You will want to have a management company that works quickly and has vendors ready to get the property back in shape for a new tenant quickly. The quicker the better! Want to know more about Results Realty Services? Have questions about property management in general? Give us a call. 702-685-9999 Results Realty Management Team

An experienced property manager is worth their weight in gold! They add tremendous value to your investment portfolio. Many seasoned investors choose to utilize professional property management services and here are some good reasons why. Better Quality Tenants Tenant screening is nearly as much art form as it is a duty. Your professional property manager is the gate keeper and their experience helps them to recognize “Bad Tenants” quickly. Certainly it is possible to get a bad tenant out, but it’s a real hassle and you are so better never letting them in the gate in the first place. A complete screening process results in reliable tenants that: • Pay on time • Stay longer • Care of the unit better • Usually cause less problems Experienced property managers have screened thousands of applications! They are keen to various rental scams that are out there and are usually able to spot a “professional tenant scam”. They know how to become a regular detective when things do not look right. Professional managers are also not personally involved in the process, they take the emotions out and make decisions based on verifiable facts and are not afraid to say NO to avoid risk to your property. Professional property managers help protect owners from fair housing violations and discrimination lawsuits from inconstant screening processes. These things take time and experience to learn and are one of the best reasons to use a professional property management services. Shorter Time on the Market Professional property management are experience with getting properties rent ready and on the market. This will affect how long a property may sit without income. Property managers know what it will take to improve and prepare the property for quick rent. They may suggest inexpensive cosmetic items to improve the appearance for rentals. Most managers also have access to an assortment of vendors who are skilled in rental turn over. Experienced managers research the market often and know the local market. They are able price the property at the best rental rate. Too high and a property will sit too long, too low and the property is losing money. Access to all local market data enables managers to set pricing realistically. Professional property managers are skilled in writing your ad copy and placing it in various media quickly. Most are automated to hundreds of rental sites around the country. This brings in a larger pool of potential renters to choose from. Professional managers also dedicate a good deal (if not most) to answering leasing calls, setting showings and pre-screening tenants. Increased tenant retention Tenant turnover is extremely expensive. Each time a tenant moves out there are expenses for cleaning, repairs, utility transfers, painting etc. It takes time and money every time a tenant moves out. There are many reasons that professional management companies have a higher retention rate than DIY landlords. Here are few items that tenants have stated why they are happier with professional management services. • They feel safer with a professional person acting as their manager. • They enjoy access to 24/7 maintenance services. • They can easily make payments online. • They receive quicker maintenance response times. • They feel protected working with a business vs. an individual. Quicker Rent Collection Professional property management services have very strict rent collection processes. This can mean the difference between success and failure for a landlord. Most management companies have tried and true processes that ensure each tenant is treated the same way when it comes to rent collection, late fees and notices. Your manager is able to act as a buffer between you and a tenant who is having a hard time paying rent. This is where property managers have a real advantage, most tenants understand that they are doing their job and must enforce the lease. It is much easier to collect someone else’s money, most property managers attest. Property managers are also well vetted when it comes time to begin the eviction process and most know that waiting to file an eviction is never going to end well. Knowing the laws in your state and how to legally evict a tenant can save you some major problems. The court process can be challenging to navigate even for skilled professionals. This is not an area where you want to be on the learning curve. Professional management will get through the eviction process as quickly as possible and be ready to deal with the turn over after it is completed. This helps get your property back to making money as quickly as possible. Reduced maintenance expenses Speedy maintenance and proper repairs help keep tenants happy and also preserve the value of your investment. Hiring professional management firm you gain access to both their in-house maintenance staff, as well as their network of licensed, bonded and insured contractors who have already been screened for quality and price. Property managers develop these relationships over time and most have a very loyal team ready to do what it takes to help them out. These relationships have their perks as well, many times contractors offer additional discounts to property management companies because of the volume of work they receive from them. This is a huge advantage for landlords. Personal Benefits • Reduced stress- No late night maintenance calls, dealing with late rent ( and excuses), not having to go to court for evictions • Freedom - Live wherever you want with the constraint of needing to be close to your property- just in case. Travel without being tied to a computer or phone 24/7 for emergencies. • Enjoy your time - Time is money, and for many investors, their time can be more profitably spent in areas. When you hire professional management you’re working ON your business, when you self manage your properties you work IN it. Rental property is supposed to be Passive income. A final thought Professional management can be a blessing when choosing the right one to fit your needs. There are a lot of different models out there. Some serve the needs of owners who want to be somewhat hands on; others are better suited to investors who just want to see their check each month. Take time to really talk with your prospective management company to make sure that you’re aligned with similar values and needs. Are You Looking for Property Management? Contact Results Realty for a Free Quote Today. 702-685-9999