The Silvertrac Extra: A Blog & Podcast for the Security Guard Industry

The Secret to Motivating a Property Manager to Change Security Providers

Oct 12, 2015 4:31:35 PM / by Chris Anderson

Understanding the motivations behind property manager’s decisions is key when trying to win business in the security industry. Unless you want to be competing on cost, which is a recipe for thin margins and high turnover, winning new customers means being able to persuade property managers that your company can deliver a measurable better service than their current security contractor.

Going into a proposal meeting without understanding these triggers puts you at a significant disadvantage. Ultimately, you want to show the decision makers how your service can make their lives easier and their wallets fatter.

 Where Their Bonuses Come From

Typically, property managers earn bonuses based on four identifiable criteria. 

  1. Occupancy: A bonus paid out based on the quarterly occupancy rate of the property. The bonus is typically paid out when a manager maintains 95.5% occupancy.

  2. Receivables/Delinquency:  This is based on the percentage of the total rent that is overdue or delinquent.  The level varies between companies
  3. Lease Renewal: This bonus is paid out based on the percentage of the residents renewing their leases on an annual or biannual basis.
  4. Budget Adherence: This bonus is paid out based on the overall adherence to the property budget on a quarterly, biannual, or annual basis.

You’ll notice that contract price only impacts #4, whereas the quality of the security service can have a big impact on #1 and #3. You can even indirectly help #2, as happy residents tend to be more likely to pay on time. If you can show property managers that your service will measurable improve resident satisfaction and renewal, that’s a massive selling point.

Touting the experience and accountability of your guards is one thing, but if you can demonstrate an ability to tangibly address common issues like parking, noise complaints, and maintenance that cause residents to leave, you’ll be able to make a much more convincing case.

How To Approach The Pitch

We love to stress this point, and it’s worth repeating: do your research ahead of time. Look up reviews of the property online to figure out what are the most common issues residents are complaining about and where the manager might be looking to improve.

Beyond that, make an attempt to understand the property manager’s business when meeting with them. Taking the time to ask questions about their needs rather than just bragging about yourself is a big part of what takes you from a vendor to a partner.

I also like to get into specific questions about the property manager herself and her experiences with past guard companies. These include:

  • What has your turnover been with guard companies?
  • What was wrong with your last guard company?
  • How many guard companies have you been through in the past year and a half?
  • How long have you been here?
  • How long do you plan on staying here?

Remember, you’re planning to develop a relationship with this manager, so it’s important to get a sense of how high a priority the property is to them, what kind of manager they are, and which issues give them the most problems.

Don’t Forget The Budget

While all these aspects of differentiation are critical, don’t take this to mean that price isn’t important. Price is always going to be key in this industry. Property managers have set budgets to work with, and they generally don’t have much flexibility in this area. 

If you’re up front about your capabilities and make an effort to understand their needs, most property managers will be straightforward with you about their budgetary constraints. You don’t have to come in and offer the lowest price, but you do have to fit within their budget.

Selling Peace Of Mind

On top of all the fiscal concerns, property managers will be very interested in your service if it can make their lives easier. For a property of 500 or so residents, reducing customer complaints will save a huge chunk of time for the property manager.

Quality reporting makes property managers lives’ easier by giving them the information they need to quickly address issues and make sure they don’t happen again. Sloppy or incomplete reports, on the other hand, create more work for the property manager, who then has to call to get more information and might get blamed by the resident if they’re working off of inaccurate facts.

With many companies out there still focusing on experience and accountability as their main selling points, you can make a big impact in a sales meeting by showing how you’ll tangibly address their pain points and improve occupancy and lease renewal. For more in-depth resources on this subject, check out our Lunch & Learn Playbook and Vendor To Partner Ebook.

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Chris Anderson

Written by Chris Anderson

Chris is the Founder of Silvertrac Software and has been working in the security industry for more than 25 years. He enjoys working with our clients everyday to help them grow their businesses and really enjoy what they are doing.

Chris currently lives and works in Seal Beach, CA.

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