Client satisfaction is important for any professional firm to thrive. Property management is no exception. Statistics show that 70% of consumers will move to a competitor if they have a poor customer experience.
In the rental business, that means disgruntled tenants will
no longer renew their lease and possibly give negative reviews preventing future business.
With rising rental costs, tenants are demanding higher service quality. As a property manager, your priority is keeping your tenants happy. After all, without them, you wouldn’t have a business. So, how can you make sure that your tenants are satisfied with the service you’re providing?
Here are a few suggestions.
5 Ways to Keep Tenants Happy
1. Be responsive to their needs.
Your tenants are your customers, and like all customers, they appreciate prompt courteous service. If they have a maintenance request, be sure to respond promptly. If an issue with their unit needs to be addressed, don’t wait weeks or even days to fix it.
The sooner you can take care of their problem, the better. If there’s an emergency, an emergency answering service can provide timely action.
2. Keep open lines of communication.
Your tenants should feel like they can reach out to you anytime, whether to ask a question or voice a concern. Make yourself available to them as much as possible, and encourage them to contact you if they need anything. Additionally, keep them updated on any changes or news that might affect them, such as new construction or changes in the building’s amenities.
A virtual receptionist will help you manage tenant communications by answering calls, and receiving and relaying messages, so you can call tenants with updates.
3. Show that you care.
Your tenants should know that you care about their experience living on the property. Check in with them from time to time to see how they’re doing and if you can do anything to make their stay more pleasant.
A little bit of personal attention can go a long way in making your tenants feel appreciated. When managing tenants, being proactive is better than being reactive.
4. Deal with disruptive tenants immediately.
Nothing irks a tenant more than a disruptive neighbor. If they complain about it, quickly deal with the situation. And if the disruptive tenant refuses to follow the rules, be firm and enforce set agreements.
This tells other tenants that you value their concerns and well-being.
5. Remind them of their renewals.
Let tenants know their lease is about to expire 90 days before it does. This gives them ample time to think of their next move and helps you keep them should they decide to move out.
Retaining a tenant is less costly than finding a new one, so do everything you can to keep your best tenants.
Keeping Tenants Happy Is Important for Your Business
You depend on your tenants for business, so you must do everything possible to keep them happy. Tenants are pleased when responsive property managers answer their phones on the first ring. You can avoid missed calls and dissatisfied tenants by hiring an answering service that can be there 24/7, providing emergency answering services, and acting as a virtual receptionist.
By being responsive, you can increase tenant satisfaction and create loyal customers who will want to stay in your units for years to come.
On Call Centre has over 50 years of experience working with property managers, including companies that manage certain property aspects like elevators, maintenance, and parking. Get in touch for a free consultation on how our professional agents can help you increase client satisfaction.
At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.
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