By GoldenWest Management
One of the “keys to success” if you plan on owning rental properties is to be a great communicator with your Tenants. Communication has proven to be the #1 issue when it comes to renter satisfaction and retention.
If you have a problem with communicating with your renters, this article will provide you with tips you can use to improve the communication process so your tenants will feel like their needs are being met when it comes to them needing help or support at their rental properties.
Tip #1 – Set Expectations Up Front
Everyone may have a different idea of what a “timely responses” looks like. This is why it’s important to tell clients/landlords/tenants who have vacancies up front what they should expect.
At GoldenWest, we strive to return every call and email within (1) business day. Obviously, emergencies (your home is flooding; your home is on fire, etc.…) will garner faster responses. But having a guideline will help keep heads cool as well as set the expectation.
Tip #2 – Use Technology to Make Yourself Available at All Hours
Although it’s common for some owners to give their renters their cell phone numbers you should prioritize communication with your tenants by giving them an email address to email all of their requests. We recommend to limit texting as it is not a formal method of communication and difficult to present or recall for evidentiary purposes.
Many states require that you have a clearly listed phone number for emergency service. If you don’t use a call center, which means you (Landlord) are answering calls at all hours of the day or night. GoldenWest uses a live answering call center combined with on call managers to handle emergencies.
Tip #3 – Document All Communication with Renters
Regardless if you receive an email, voicemail, or speak with a tenant in person, you should always document all communication with your tenants. After every important phone call, you should absolutely send a “per our conversation” email outlining the discussion and agreed upon actions. This is the best way to clarify if you and the Tenants are actually on the same page. It’s not surprising that many times after a phone call, both parties walk away with a totally different perspective on the conversation.
Tip #4 – Get Property Management
Why do you want to take that midnight phone call? Why do you want to be bombarded with texts and repair requests from Tenants? How do you handle complaints when you have to tell a Tenant “No” (example, “No I won’t replace the floors for you”)?
Hiring a licensed Property Manager will save you that time energy and headache. Your renters will always have someone to call or communicate with when it comes to repairs, rent collection, or any other issues at your rental property.
To learn more about the property management services that GoldenWest Management Services can offer you contact us today by calling (866) 545-5303 or click here to connect with us online.