Like in any business, customer service is paramount to successful property management. Providing excellent customer service in property management, though, is often easier said than done. Luckily, there are some customer support tips that can position your company above the rest.
The Importance of Customer Service in Property Management
Many Americans consider customer service as one of the deciding factors of whether or not to patronize a company. Poor customer service can drive away business and put your company in a bad light. It can even influence other potential clients to steer clear of your business.
Clearly, it is imperative for any company to have excellent customer service. In the property management industry, though, that doesn’t always translate well. Providing good customer service is often easier in other industries.
In the restaurant business, it means serving customers well and with a smile. In retail, it means knowing your product and handling issues like returns properly. But, what about property management?
7 Ways to Enhance Property Management Customer Service
Property management companies have two main clients to keep happy: property owners and tenants. Happy tenants can increase your resident retention rate, leading to satisfied property owners.
And when property owners are happy, they can refer you to other property owners, generating more clients. Despite its complexities, customer service and property management go hand-in-hand. Here are some tips you can use to improve your customer service:
1. Make a Good First Impression
You know what they say, first impressions last. Whether your clients’ first interaction with you is through a screen or in-person, it is important to make a good first impression.
If you have a website, make sure it communicates your values. The same goes for your social media presence. See to it that you evoke a trusted persona, one that knows what your customers want.
If you are showing a property to a prospective tenant, you can make a good first impression by showing up on time. Actively listen to what the prospect has to say or ask. More importantly, know the answers to their questions. You must have good knowledge of the property and the local neighborhood.
2. Communicate
One of the best customer service habits for property management companies is communicating regularly. Keep an open line of communication with your tenants and clients at all times.
Make it convenient for them to reach you. Provide them with a hotline or email address. While it is important to give your tenants privacy, checking up on them every now and then shows your interest in cultivating a long-lasting relationship. Adding a personal touch will make it clear to your clients and tenants that you genuinely care.
3. Maintain Accessibility
Your clients and tenants should be able to get in touch with your company at any time of the day. Emergencies happen, and they can happen at the most inconvenient of times. Natural disasters don’t follow a schedule, so your customer support should adjust accordingly. Make sure to provide tenants and clients with a phone number where they can reach you in case of emergencies.
4. Address Complaints in a Timely Manner
Client and resident concerns can pop up every now and then. These can range from minor inconveniences to disastrous problems. Either way, your job is to address these concerns promptly.
Empathy is paramount to forging a strong and meaningful relationship. When tenants and clients come to you with an issue, make sure to empathize. Let them know you are sorry they are feeling this way or experiencing this problem. Then, take the necessary steps to resolve their complaint.
Great customer service in property management also requires knowing how to deal with difficult tenants. Ideally, you would have no problem tenant to handle, and everyone would get along. But, difficult tenants do exist, and you may not spot them during the screening process.
Another way to gain your client’s or tenant’s trust is to be proactive. Anticipate their needs and concerns. Identify the common issues they experience, and then address them before they arise. If you encounter an unexpected issue, treat it as a learning experience.
5. Transparency and Convenience
Keeping your clients on a need-to-know basis may have worked for you in the past, but modern property management revolves around transparency. Property owners and residents want to stay in the loop. Thankfully, with technology, remaining transparent isn’t all that hard to do.
You can set up an online portal, app, or website where your clients and tenants can check everything they need. If they want to review their rental agreement, it’s just a few clicks away. If your client wants to know how you’re spending their money, they can view financial transactions using the same medium.
Another benefit of a dedicated portal or program is convenience. Tenants can send in maintenance requests and even pay rent with relative ease.
6. Work With Competent Vendors
Some property management companies take care of maintenance work in-house, while others rely on a network of vendors. If you belong to the latter, make sure the companies or contractors you work with are competent and credible. No one wants the headache of having to deal with reckless contractors, especially not your tenant. Negligent vendors can also put your clients in legal trouble.
7. Conduct Surveys
You may feel apprehensive about conducting resident surveys because you don’t know what type of feedback you will get. Negative feedback can be discouraging, but it can also present an opportunity to learn and grow.
Additionally, outright asking your residents is sometimes the only way to really know how they feel or what they want. It’s also a good way to take charge, stay proactive, and show your residents that you care.
Conducting surveys is easy enough. You can make sure of online survey tools or post a questionnaire on your online portal. You can even call them one by one if time permits. Make sure to ask the right questions, too. Ask them what they think you should start, stop, and continue doing. This way, you can get helpful answers and encourage involvement.
Starting Somewhere
Good customer service in property management is a staple requirement. It not only allows you to retain your current clientele and residents but also attract new ones in the process. You may not have the best customer support right now, but you can easily fix that by taking this first step. Follow these tips, and you will be well on your way to better customer service.
If you are interested in renting a property in Florida, Florida Property Management can be of great assistance to you. Simply search by zip code for real estate companies, property management companies, or HOA management providers that are close to where you are looking to lease your next property.
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