Every real estate professional knows the scenario. A phone conversation ends with: "Great, let's do it this way." Two weeks later, both parties have a completely different memory of the same discussion. Or worse: "That's not what we agreed on at all."
According to Pascal Trip, Asset Manager at Benkey (2026), this usually isn't due to bad faith. It's because people interpret information differently or simply remember conversations differently. That's why his second practical tip is straightforward: always document important agreements in writing.
Why Written Confirmation Matters in Real Estate
Commercial real estate involves numerous moving parts and many different players: tenants, landlords, asset managers, property managers, brokers, facilities staff, and contractors. Each brings their own agenda, priorities, and interpretation to conversations. In that complex environment, a simple confirmation email can prevent enormous amounts of misunderstanding later on.
"It's not about mistrust," Pascal explains. "A confirmation email isn't a signal that you doubt the other party. It's a way to ensure everyone understands the same thing."
This principle applies across all aspects of property management and asset management. When you're dealing with property transactions, lease negotiations, facility upgrades, or operational decisions, clear written records create transparency and strengthen working relationships rather than damage them.
When Should You Confirm in Writing?
Pascal recommends treating the following situations as automatic triggers for written confirmation:
- Telephone agreements about lease terms or conditions
- Negotiations with tenants or landlords
- Changes to existing arrangements
- Handover inspections and punch-list items
- Decisions made during meetings
- Important promises or commitments
- Any verbal agreement that affects commercial lease contracts
The pattern is simple: if it matters to the outcome, write it down. If it affects timelines, responsibilities, or costs, confirm it in writing. If you wouldn't want to argue about it later, document it now.
What Does Written Confirmation Actually Accomplish?
The benefits are concrete. Without written confirmation, you face different memories, conflicting interpretations, potential misunderstandings, frustration during follow-up, and unclear responsibilities. With written confirmation, everyone knows exactly what was agreed, everyone shares one common reference point, there's clarity on who does what and when, communication remains professional, and disputes are far less likely to arise.
In practice, this means avoiding expensive arguments months later. It means having evidence of what was actually decided. It means new team members can understand the history of a property or relationship without having to piece together conflicting stories. For complex properties, long-term tenant arrangements, or multi-party negotiations, written records become invaluable.
Pascal's Practical Formula
Pascal suggests a simple template after every important conversation:
"Thank you for the good conversation. To confirm, we discussed the following today and agreed on: [Brief bullet points of what was discussed and decided] If you see anything different or want to add something, please let me know. Otherwise, I'll assume we're on the same page."
This takes two minutes. It's not legal language. It's not bureaucratic. It's simply clear. And it signals professionalism without creating distance.
Isn't This a Sign of Mistrust?
Not at all. In fact, the opposite is true. Clear communication is the foundation of professional trust. When both parties know exactly what they've agreed to, confidence actually increases. There's no room for surprises, no late-stage disputes about "what we discussed," and no frustration when someone claims they never heard about an arrangement.
Colin, Pascal's colleague, adds: "Commercial real estate projects often run for months or years. You cannot possibly remember every phone conversation. A short email takes minutes but can save you hours of debate later on. More importantly, it keeps relationships healthy because neither party feels misunderstood or cheated."
The Real-World Impact
Consider a typical scenario: you're managing office space rental and the tenant calls to discuss a lease modification. You agree verbally to extend the lease by two years at the current rate, with the landlord covering the next maintenance cycle. Two months later, you realize both parties remember different things. The landlord claims the tenant has to cover maintenance. The tenant insists the landlord agreed to it. Now you have conflict that a simple email would have prevented.
Or imagine you're working on a property viewings schedule. You confirm details with a property manager over the phone. Three weeks later, you show up at the wrong time because the manager "thought you meant next Thursday, not this Thursday." A quick confirmation email eliminates this entirely.
These situations happen constantly in commercial real estate because the stakes are high and memory is unreliable. Documentation is the antidote.
The TIP of TRIP
"People forget words, but a confirmation email stays forever."
Making It a Habit
Pascal's final advice: make written confirmation automatic, not exceptional. Don't save it for high-stakes negotiations. Use it for routine conversations too. A quick email after discussing a repair timeline with a contractor. A brief message after agreeing on rent increase terms with a tenant. A summary note after a team meeting about facility improvements.
This habit has a compounding effect. Over weeks and months, you build a clear, documented record of decisions. Future disputes become rare because the evidence is clear. New team members can understand decisions by reading email threads instead of asking questions. And everyone works with the confidence that expectations are aligned.
Final Thought
Commercial real estate revolves around relationships and trust. But even the best relationships benefit from clarity. Not because you doubt each other, but because no one has a photographic memory. As Pascal says: "Write it down today, so you don't have to explain it tomorrow."
That's the second TIP of TRIP, and it might be the most practical one you'll ever use.
