WIIRE 010: How to Hire and Manage a Property Manager with Kayla Thorp

Hey friends, welcome back to episode 10 of the Women Invest In Real Estate Podcast! This week we are so excited to welcome Kayla Thorp, also known as thatlandlady on Instagram. Kayla is a residential real estate investor in upstate New York whose real estate portfolio currently sits at 40+ doors, mostly in the long-term rental market. Kayla is one of the smartest people we know in the REI biz and we are so honored to have her join us today on the podcast and dive into how she systemizes her business.

Kayla started out like the majority of investors, self-managing her rentals but since then she and her husband now have their own property management team they can rely on to keep their units and operations running like a well-oiled machine. 

After purchasing their first couple of rental units, they started out using Cozy.co, and when Cozy merged with Apartments.com they realized the service was not serving them well, nor was it meeting their tenant needs. They pivoted and made the switch over to Buildium, and ultimately switched again to AppFolio, which is what they still use today.

One thing Kayla impresses on other investors is that if you buy a property and don’t factor in a management fee, you are not buying an investment. You are buying a full-time job. The reason for this is that eventually if you want this to become a more passive business, you will need to hire a manager (which hopefully you will see a good ROI with appreciation and rent growth). 

For Kayla, that time came sooner than later and they were quickly glad they had factored in that management percentage from the beginning. Being able to keep that management percentage to fund their own business and lifestyle, while building their portfolio, became super valuable for them. At that point, they were already ready to put more systems in place to be able to hire out different pieces of their business.

Their first property management hire was an internal hire. Because Kayla had done her due diligence and created SOPs for each step of her business in the early stages, it made this transition much less painful. They could continuously point back to all of their documented systems and procedures for every detail of exactly how to screen a tenant, turn over a unit, review standards for rental criteria, and so much more. 

Being in New York, a very tenant-friendly state, Kayla has had to adjust her management style in a much different fashion than most others operate. Because New York has a unique set of laws and regulations regarding things such as evictions, collecting pet fees, the inability to check previous eviction history, and so much more. They have developed a problem-solving style that has really helped them get through most of these situations, without having to go through the eviction route.

Kayla and her husband also started the Rochester Housing Coalition, which is a group of housing providers and also nonprofit organizations that deal with homelessness in their city to address some of the housing policy concerns and to help the city work through those things in a way that's beneficial to everyone.

Eventually, Kayla and her husband were able to pivot their business and hire their first external property manager, who was actually an old friend of their business partner. They began to hand it off piece by piece starting with maintenance ticket coordination. They began by introducing them to their maintenance team. Introduced them to their ticketing system, worked out all of those kinks, and handed off just that piece. Next, they handed over learning the rent collection system, collecting outstanding rental payments, and so on. 

Ultimately Kayla’s goal for herself and her husband was to get down to only working in their business for a total of 10 hours per week before they would consider the stand-up complete. Finally, they were ready to really test their systems and booked an Airbnb, out of town, for a full month to allow their team to really run the show successfully with their hands off. 

Kayla’s Tips for Property Management

1. Do not be afraid to reach out to your investing community.

For the most part, the real estate investing community is so welcoming and genuinely wants to help one other. We all want each other to succeed. 

2. Visualize the absolute worst-case scenario and piece together exactly how it could play out. Could you handle that? 

Consider if you’ve done all of your homework, you’ve measured and taken responsible risks, and you have done your due diligence. If you cannot cover that risk and if there is not something that you are willing to live with, in that scenario, then you might need to change your strategy and direct it towards a scenario that you can live with. 

Kayla and her husband have now transitioned to a property management team. This is an amazing option if you have a larger portfolio and they chose to partner with someone who had extensive property management experience and was also interested in starting a property management company. Kayla and her husband brought the systems, processes, and business knowledge to the table, so this operating partnership made perfect sense for them. 

If you want to learn more about Kayla’s business you can visit her website or connect with her on Instagram.

Thank you so much for joining us this week, see you next time!

Resources:

• Sign up for our FREE 60-minute training
• Connect with Kayla on Instagram
• See how Kayla operates her business
• Check out the property management software Kayla uses in her biz, AppFolio
• Find out more about the Rochester Housing Coalition