Tuesday, September 18, 2012

Tenant Relations

As a Chicago Property Manager, undoubtedly, one of the most important parts of the job is customer service.  All property managers should strive for smooth relationships with tenants.  It’s important that as a property manager you are always sharpening your customer service skills to attract new tenants, satisfy the needs of current tenants, and create positive buzz around yourself.  Tenants will talk, so give them something good to say about you and your property management service.

Being a property management company can be trying at times as occasionally property managers face delinquent payments, evictions, or other troubling circumstances.  Here are our tips on creating smooth, positive tenant relations:

(1) Documentation: Always create a paper trail because you will never know when you need it.  Even simple issues can end up badly without documentation to rely on.  Documenting is extra support for you and really for the tenant too.  Documentation should be done for rent checks and other payments (scan and file copies), maintenance checklists, copies of complaints filed by tenants, notices served/actions taken against tenants, and any police reports or legal documents.

(2) Address complaints quickly: In our opinion, the best way to show your tenants than you value them is to address any complaint they file promptly.  Encourage your tenants to come to you with any issue no matter how big or small.  Show them that you care and make them feel comfortable. With every complaint do some digging to understand the origin of the complaint and really investigate each story.  Be compassionate towards tenants and let them know what you are doing to fix the problem and let them know when the problem has been resolved.

(3) Hone customer service skills: Put on your customer service hat!  Great customer service is the best way to keep tenants happy.  Good customer service is a sure fire way to keep more and more tenants coming in the door as well.  Train your staff on good customer service and make sure to go over phone manners, in-person conversation and overall manners and courtesy.  Good customer service can be the defining point for keeping current tenants and getting new tenants. 

(4) Give tenants something to talk about:  Keeping tenants happy is a huge goal for property managers, so give tenants something to talk about.  Consider offering some kind of incentive program to keep current tenants happy and bring new tenants in.  Move-in specials, lower deposits, gift cards, a lease renewal special can all be viewed favorably in the eyes of tenants. 

(5) Be willing to take suggestions: As a property management company, one of your biggest jobs is keeping tenants happy, so be willing to take suggestions from tenants on ways to improve.  Suggestions from tenants are great because tenants know what a unit is missing that could make it more desirable to other tenants.  This becomes important when you are looking to take in new tenants.

If you’re looking for more tips on creating positive relationships with tenants, feel free to comment below or contact us.  

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