What Have You Done For Your Tenants Today?
If you think being a Property Manager is about maintenance, utilities, contracting, or troubleshooting, you are sadly mistaken. It’s all about Customer Service. The entire purpose and being of a Property Manager is about building tenant satisfaction and tenant retention.
Each day you are on the job you need to start your day asking: What have I done for the tenants today? If you ask that question and honestly address it, you will be an excellent Property Manager. Remember, if the tenants are happy, the building owner should be happy. Savvy building owners who really care about the bottom line get it — quite simply, Property Management is all about tenant retention.
Property management is tough, and if the residents have not been considered first, tenant complaints will surely rear their ugly head. Just think about being in the tenants’ shoes. How do they see the building, the staff, and the contract service vendors? Do they see a group of folks they are proud to work with or do they see sloppy and messy or rude folks? All of that makes a difference and can make a tenant move as a result.
How can you increase tenant satisfaction? Communication is the #1 thing. Today there is so much technology you can use for free, especially e-mail. Use it to make sure all of the occupants of your property know what’s going on. That is the most effortless and basic thing you can do.
Let the tenants know what to expect – that is the most basic rule of customer service. Hang signs, hand out flyers, and plaster them in the restrooms, whatever works for your configuration or building traffic flow. Nobody wants to walk in to the office and ask, “what’s going on?” They should already know.
Give all tenants advance notice! Do not wait until the last minute. Why? Because tenants may be planning an event themselves, or they may have visitors coming to town. Encourage them to tell you about their significant visitors or meetings so you can help to welcome those visitors as well. Spread the word to the staff to be on the look out or to help people get into the building with boxes. Jump through hoops to make tenants feel special.
When you think about it, great customer service just makes good business sense. Why would any business operate against the customer? Why would you not answer the phone with each ring or respond like a lightning bolt with each work order request? When tenants are treated badly or ignored, it’s from forgetting the simple rule that the customers come first.
Just remember to ask yourself: What have I done for the tenants today? If you do this simple thing each day, you will be on the road to excellent Property Management and superior Customer Service, which all lead to high levels of tenant retention that you can count on at your property.