Such a good question @kimberley.yeeles One way to know I guess is to ask them. It sounds silly, but if you were using an Investor Needs Analysis, this might be one of the questions you might have. An owner who has several properties with you might want to have a scheduled catch-up every two months. Another owners expectation might be to talk to their PM at least once per month, someone else, maybe twice per year.
Personally, I am not a huge advocate of the scheduling of “Happy Calls” to owners, mainly because they are usually the first thing that gets dropped when there is a little bit of pressure on the team. Lots of people really struggle to think of something to say as well which is why there is so much resistance. Also, our owners are busy people, we want to provide some value when we call.
I prefer utilizing a situation such as Routine Inspections as a prompt. These happen on a regular basis and will give the PM a purpose for the call. Sometime the call will include maintenance, sometimes it might go like this “Hi Mr Owner, it’s Terri from Lean PM, I am calling to let you know we conducted an inspection of your property yesterday and the garden looks amazing. The tenants have such green thumbs and all your Jacarandas are out in flower - it looks so pretty. We took some photos for you and have included these in our inspection report - I’ll send that through shortly. Everything else is going really well, how are things with you?”