Property Management Customer Service Tips
Property management is a people-oriented service. When people use your services, they come with certain expectations of service. If residents receive poor customer service, this puts your company at risk for losing business and damaging your reputation.
Offering “good” customer service involves meeting or exceeding your residents’ expectations. If your competition has mediocre customer service, offering better or exceptional customer service can be a huge advantage to getting more business.
Here are a few tips to improving your customer service and to make sure that you’re offering an excellent experience to your residents:
When your residents reach out to you, be responsive. Answer e-mails within the same day, and return phone calls. Residents feel valued when you acknowledge them.
You may not always have the answer to everything immediately. However, residents don’t always need an answer right away; they just want to know they were heard. Residents sometimes understand that property managers receive several requests regularly, so they don’t want their e-mail or request to be lost in the mix. Even if you don’t have a solution to your residents’ problem, respond to the email and acknowledge their request
A friendly demeanor in customer service seems like common sense, but we’ve all experienced service that’s been subpar. Meeting unfriendly folks in customer service roles isn’t uncommon, and it almost always leaves a bitter taste in the mouths of customers.
It’s important to never let your friendly demeanor slack on the phone, in-person, or through e-mail. This translates into: never ever! Whenever you’re talking to residents (even on the phone), make sure to smile. Smiling over the phone is conveyed through your voice, giving you a more pleasant tone. When meeting a tenant in-person, promptly acknowledge their presence and make eye contact when speaking to them. Listen to your residents, and don’t interrupt. Also, don’t forget to say please and thank you.
Do more than what is expected of your property management company. Unexpected gestures are often appreciated and reveled by residents. You don’t have to make grand unexpected gestures to be appreciated, either. Small things count. Sending birthday greetings, holiday goodie bags, or new tenant welcome packages are great ways to please your residents without breaking the bank.