Great service to your tenants sprouts, not only from having a good relationship with them, but also from being efficient and proactive in their needs. Here are some tips on how to cultivate great service to your tenants.
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∙ SMILE! Even when you’re on the phone. Give a smile when answering and when closing. Tenants can hear your smile!
∙ Use their name. Once the tenant tells you who they are, greet them by name. When closing, give a salutation with their name too. It shows that you KNOW who you’re talking to, and it also helps you remember the tenant and your conversation better!
∙ Summarize what is said. Especially when there is a property management service that needs to be rendered, make sure you and your tenant are on the same page. This also shows them that they are understood.
∙ Always thank them for calling. Thank them for the information they provided, or whatever the interaction yielded. You want the tenant to know they are appreciated.
∙ Always reply when you have been left a message. Even if it’s simply to say that you received it and it has been taken care of. This lets your tenant know they are being heard and their needs are taken seriously.
These tips will help your tenants know that you are genuine, and will lead to better communication, ultimately increasing efficiency and business for your property management company!
Holly Yang, Office Administrator