When you hire a property manager, you hire someone to solve problems. But often, the biggest problem owners face is a lack of clear, responsive communication. In our first blog, The Trust Advantage—Why We Put Property Tours and Tenant Relationships First, we introduced The MDL Way and our mantra of having more solutions than problems. So, to reduce the friction from communication problems The MDL Way elevates communication from a necessary task to a best practice.
In this part two- of five-blog series, you’ll learn about our communication standards and documentation systems that enable our proactive approach to avoiding issues while providing the agility to be responsive
The 24-Hour Communication Standard
Your time is valuable, and delays create anxiety. Most of the time, you’ll communicate with your Property Manager about the value-add components of your property, like budgeting and maintenance updates. But as a property owner, you know that unforeseen issues will happen. We’ve received plenty of calls about a tenant’s HVAC unit failing at 7 p.m. on a Friday. As an owner, you deserve to hear about issues immediately, and more so, to know what the plan is to resolve it. The MDL Way’s professional communication standards ensure you’re always informed and never left waiting:
- Proactive Communication: We believe in preemptive management. Our team contacts landlords, tenants, and vendors before issues escalate. This proactive approach allows us to solve problems in the quiet phase, minimizing disruption and cost.
- Rapid Responsiveness: We guarantee that our team will return all calls and emails within 24 hours. This deadline is non-negotiable and is tracked internally to ensure full accountability.
- Clear & Documented Communication: All correspondence is kept concise, professional, and well-documented. This discipline ensures that every action taken is recorded and accessible, creating a clear paper trail for you and our team.
Systems Matter: How We Guarantee Continuity and Visibility
What happens when your dedicated property manager is out of the office or it’s after business hours? For many firms, management stops. At MDL Group, we ensure seamless management by prioritizing organization and documentation using shared systems. is how we truly live our value of Professionalism.
Our internal management book and systems guarantee that any team member can step in if needed, preventing delays and ensuring tasks are completed.
| System/Tool | Purpose for Owners (The Benefit) | MDL Practice |
| Management Book | The Live Document: Maintains a current, accessible record of property-specific details. | Keep it current—it’s a live document. |
| SharePoint | Team Access & Security: Ensures all essential documents, like leases and maintenance records, are saved so the team can access them anytime. | Save documents for anytime team access. |
| Calendar | Deadline Tracking: Tracks key deadlines that directly impact your asset, including lease dates, inspections, and other critical timelines. | Track key lease dates, inspections, and deadlines. |
| Project Management System | Team Visibility: Internal task management updated daily for team visibility. | Update tasks daily for team visibility. |
This emphasis on disciplined organization is the operational backbone that allows us to set timelines, manage expectations, and consistently deliver on our promise of exceptional service. You should never have to wonder where your money is going or if a deadline was missed.
Proactive, transparent, and responsive communication create confidence, and confidence is what lets owners focus on the results. In Part 3, we’ll go deeper on results, exploring how MDL Group manages leases, rent collections, and financials that drive asset performance.If you’d like to hear about The MDL Way from one of us, send us an email at info@mdlgroup.com. Or if you’re ready for commercial property management, send us a Proposal Request.
