In the world of managing rental properties, there are few things that are as valuable as a loyal and reliable handyman. These heroes of our industry come in various types, trades, and experience, and if you’re lucky enough to find one who consistently responds to your maintenance needs, you should do everything in your power to keep them happy.
Savvy landlords and property management companies have a roster of preferred handymen they rely on for day-to-day maintenance issues. And let’s be honest, those vendors are rarely the cheapest around. But what they may lack in rock-bottom pricing, they make up for in reliability, response and a job well done.
You Get What You Pay For
From our experience working with third-party contractors, we found that loyal, reliable, and efficient handymen are worth their weight in gold. While it might seem like a savvy business move to pursue the cheapest bid, this approach often backfires. Landlords are frequently left scrambling to repair vendor workmanship and neglected issues while maintaining tenant trust and satisfaction, a process that costs far more in the long run.
A clear example of this is John Wilson, a private landlord who manages a mid-range townhome complex and relies on a rotating list of low-cost handymen. His goal is simple: maintaining positive cash flow by keeping his expenses low. And for a while, it works, on paper. But over time, complaints from tenants began to pile up. Jobs delayed or left uncompleted, quick fixes failed, and callbacks became the norm. One tenant waits nearly two months for a leaking faucet to be properly fixed after three different attempts. Frustration begins to mount on all sides.
Recognizing there is a problem, John hires Marcus, a handyman referred to him by a trusted colleague. His rates are 20% higher than what John has been paying, but he comes highly recommended for his workmanship and dependability. Within the first week, Marcus resolves a persistent plumbing issue that had been causing ongoing headaches. He doesn’t just patch the problem; he identifies the root cause, uses quality materials and best industry practices to correct the issue. He even offers a warranty on his workmanship.
Over the course of the year, maintenance complaints drop by nearly half. Tenants take notice, retention rates improve, and John’s reputation for responsive, professional service is further enhanced. Marcus is now his go-to handyman for everything from emergency repairs to cosmetic upgrades. The extra investment in his cost paid for itself many times over, saving John countless hours, dollars, and headaches.
Dangers of Cheap Labor
Handymen often juggle multiple jobs each day, hopping from one unrelated task to another. They tend to prefer a quick task over more time-consuming projects. When offered a job that pays more per hour than yours, they naturally prioritize those higher-paying tasks, pushing your requests down the list and getting to them when time allows. Deprioritization can have a ripple effect in your management operation, ultimately disrupting your ability to get maintenance jobs completed in a timely fashion. When issues remain unresolved, tenants grow impatient, frustrated, and difficult to manage.
Bargain-rate handymen may cut corners by using second-hand materials and squeezing your job in between higher-paying jobs. This results in delays in getting a job completed and frequent callbacks due to workmanship or underperforming materials. Over time, the cost savings are replaced by added expense, tenant complaints multiply, and a growing sense of regret becomes a burden.
The Key is to Build Vendor Loyalty
When you pay a fair, competitive rate, you treat your handyman as the professional they are. Vendors sought out for their expertise tend to have better workmanship, with fewer callbacks and less disruption for your tenants. And beyond the job itself, these reliable handymen often become invaluable to your business, offering extra services like free consultations, maintenance recommendations, and special allowances simply because they value your business.
When scouting for a contractor, consider three key traits - quality, cost, and efficiency. Finding a handyman with all three traits is challenging. You are more likely to find a handyman that displays two out of the three traits. Prioritize the two qualities that you value most in your maintenance operations and build your vendor relationships around those strengths.
Reliable handymen are tough to find. But when you do come across one who prioritizes your properties and your business, it’s worth paying a little more to keep them close. In the business of property management, professional maintenance and tenant satisfaction go hand in hand. A happy tenant is a stable tenant, and that stability is key to a positive renting experience for both you and the tenant.
Before rushing to accept the lowest bid or hire the cheapest contractor, take a moment to recognize the worth of the reliable handyman who charges a fair rate and work to build that relationship. Invest in your vendors and they will invest in you.
Final Thoughts
The property management industry has often been stigmatized with criticisms such as ‘putting lipstick on a pig,’ applying band-aids, hiring cheap labor, viewing a rental as a perpetual work in progress, or neglecting issues altogether to save money. Embracing this type of mindset inevitably leads to unwanted stress on you, financial setbacks, and lost revenue. Instead, adopting a proactive approach to property management that prioritizes property maintenance and enhances tenant experience.
Address maintenance needs quickly and professionally. Hire vendors that guarantee their work and complete jobs on time. Invest in building strong relationships with your vendors and compensate them fairly and on time. Finally, treat vendors respectfully and value their workmanship, loyalty and expertise. Implementing these solutions will undoubtedly enhance the landlord-tenant experience and add lasting value to your property.
