Tenant relations can be one of the most challenging parts of income property management. Every tenant is unique, and all sorts of issues can arise. While much goes into tenant relations, communication is the foundation for modern property management teams.
You want to resolve issues for tenants and keep them satisfied, and it all starts with good communication. This post will cover tips for improving communication between management and tenants.
Tips for Communication in Modern Property Management
Open More Communication Channels
A lack of options can be one of the most significant issues for communication in property management. You need to do more if you only offer a phone number to call. Consider adding email and text to the list of communication options. If you have a website with tenant accounts, you could open systems for them to send requests through the site. Property managers could also consider deploying chatbots for various issues.
Provide Prompt Replies
Tenants shouldn’t have to wait days for a reply. Ideally, they should receive a response within 24 hours of putting in a query. Even if you don’t have a definitive answer, you should reply to let them know you are working on it. You can even automate replies to some emails and texts. Something as simple as a timely response can prevent a situation from escalating.
Document Everything
Property owners should get everything in writing and maintain detailed records. Misunderstandings can be some of the worst communication issues in tenant relations. With documentation, you can avoid many of these misunderstandings. Along with that, documents can help clear up misunderstandings when they occur. You should also keep records of every tenant interaction for future reference.
Listen and Take Notes
Being available and offering convenient communication is good. That said, you need to do more than just be available. Make sure you listen when tenants talk to you. Try to understand the tenant’s point of view. Read their messages closely if it is not a phone or in-person conversation. You should also take notes about tenant communications to refer to them later.
Take the Time to be Effective
Property managers should reply promptly, but you also want to take the time to be an effective communicator. If you are emailing tenants, take the time to ensure you cover the issue thoroughly. List every point you want to make and ensure you cover all your bases in the email. If you have a meeting, outline all the points you need to make in the meeting. You should also prepare all the relevant information so it is ready.
