Whether you have a tenant who wants to talk on the phone, meet in person or only texts, it all boils down to one truth: the landlord business is a relationship business. Building and maintaining a professional yet personable rapport with your tenants is key to developing a lasting business relationship.

Here are five tips for ensuring your interactions with tenants are positive:

Start off on the right foot

From day one, you want to work on developing a positive yet professional relationship with your tenants. That means making them feel welcome and comfortable at the property, and providing them with all the information they need to start their tenancy off right. That includes contact numbers, details on your expectations, important dates and locations of the nearest grocery stores, schools, bus stops, etc. And, make sure they know where to locate emergency shut off valves for water and gas in case they need them.

Document everything

This helps with your budgeting but also helps keeps track of your tenants’ payments and requests. Be sure to keep archives of all your communications and receipts. It will also help when a tenant has a question or follows up about a charge.

Communicate early and often about repairs

Nothing is as frustrating to a tenant as not knowing when their refrigerator is going to be replaced or when you’re going to come and finally fix the shower door. Whether it’s a big repair or something minor, make sure your tenants know that you received their request and update them along the way in order to manage their expectations.

Always maintain your professionalism

If a dispute arises, and it’s getting heated, take a break to cool off. No matter what, you need to stay level-headed and professional. Stick to the facts, and your policies and procedures, and set emotions aside. Remember that this year has been challenging for everyone — respond to issues with as much empathy as possible.

Be fair and be flexible

Sometimes giving a little goes a long way. If you are going to make an exception to a process or rule, be sure to document it, along with the cause and frequency. Is it a one-time grace period? Or something more long term? If you make an exception for one tenant though, be ready to make it for every tenant under the same circumstances.

You can simplify the landlord-tenant experience with Zillow Rental Manager, which lets you screen tenants, accept online payments and create online leases (in select locations) that are customized to your state or city.