The best property management teams place customer service at the top of their priority lists. Like any successful business, excellent tenant customer service is essential to maintaining a positive environment for everyone.
When property management teams apply the principles of excellent customer service to their tenant service practices, better tenant relationships are built and a spirit of mutual cooperation makes for a healthy, happy environment for everyone.
While this concept may seem simple, it’s important to acknowledge that the #1 complaint among tenants in rental communities with less evolved management personnel is the lack of respect they perceive from management. Property management personnel often begin their tenant relationships with the screening process, during which the property management representative may feel guarded and detached. The encounter can leave the potential tenant feeling unwelcome and disregarded.
Another tenant complaint during the screening process is being made to wait to view a unit until management’s schedule can accommodate the showing. Mistakes like these can establish a rift between tenants and management that cost property management teams tenants and do a disservice to their client, the property owner.
Successful property management personnel are skilled customer service practitioners who understand the importance of making tenants feel welcome and valued. By establishing a relationship of respect and courtesy from the start, property managers and tenants can move forward and contribute to a mutually cooperative environment that benefits everyone.
Excellent tenant service is one of the most important qualities of a property management influencer. The happier and more satisfied the tenants, the more likely they are to remain in their rental for a long period of time and provide word-of-mouth recommendations to other potential tenants. The results include fewer vacancies and longer tenant retention, the ultimate goal of any property management team and property investor.
So, how does a property management company maintain good tenant service? Sustaining positive tenant-management relationships requires more than making tenants feel welcome and respected. Here are some additional ways to further tenant relation objectives:
Make sure tenants understand their lease agreement and expectations
Use language that clearly defines the terms of the lease agreement and make sure each new tenant understands all the terms. Offer to answer any questions and make sure the tenant feels confident that they have been provided with all the information they need.
RentVest Property Management helps property owners with customer-centric property management services in Atlanta, Las Vegas, Dallas, Phoenix, Tucson, Reno, and Hawaii. Learn more about RentVest’s full-service management benefits.