As a property manager, keeping tenants informed and responded to in a timely manner is crucial for running an efficient operation. Poor communication leads to frustration, complaints, unhappy residents, and higher turnover rates. Get tenant communication down to a science by implementing the strategies below.
Provide Multiple Contact Channels
In today’s world, tenants expect to be able to reach out through their preferred communication method, whether that’s phone, email, text, online portal, or even social media. Make sure you provide and actively monitor multiple channels, so inquiries do not fall through the cracks.
For phone calls specifically, leverage technologies like phone systems with auto-attendants and extensions to route calls intelligently. You can also use a property management answering service like Apello to capture overflow calls or provide after-hours coverage.
Develop a Clear Response Policy
What are your target response times for different inquiry types? Perhaps urgent maintenance issues get addressed within 1 hour, while routine requests and questions receive a response within 24-48 hours. Regardless of your policy, ensure that tenants understand your communication standards, and train team members to consistently meet them.
A simple method is color-coding or flagging messages based on urgency and established SLAs (service level agreements). This visual system helps staff prioritize their response efforts accordingly.
Implement a Tenant Portal and Mobile App
Tenants crave self-service options and 24/7 access to details about their residence. Give them this convenience by implementing a secure online tenant portal and mobile app. Through these channels, tenants can easily:
- Submit maintenance requests and track progress.
- Access documents like leases and house rules.
- Pay rent and fees online.
- Update contact info and set up communication preferences.
- Review upcoming community events or announcements.
The more information and functionality you provide tenants digitally, the fewer routine requests your staff needs to field directly.
Create a Detailed Knowledge Base
Maintain a thorough online knowledge base or FAQ section covering common tenant questions and procedures. This self-serve information source provides 24/7 answers on topics like:
- Maintenance instructions and request processes.
- Rent payment policies and options.
- Amenity and community space usage guidelines.
- Rules about noise, parking, pets, etc.
- Moving policies and requirements.
With easy access to this knowledge base content, tenants will not have to pester your team for basic details.
Schedule Regular Check-Ins
Don’t just wait for tenants to come to you with concerns or feedback. Regularly scheduled check-in calls, emails or inspections provide a structured way to open lines of communication proactively. Make use of these communication channels to:
- Get status updates from tenants.
- Remind them of upcoming events or deadlines.
- Provide key info about new procedures, renovations, etc.
- Address any issues before they escalate.
Regular check-ins show your team’s attentiveness and keep everyone in the loop.
Utilize Automation Intelligently
While personal interaction is invaluable, automation can help streamline and enhance communication in smart ways. For example:
- Set up email autoresponders and text alerts.
- Automate appointment reminders and payments.
- Use chatbots or voice prompts for simple inquiries.
- Implement automated maintenance request tracking.
Just be careful not to over-automate. For important messages, personal outreach should remain the norm.
Invest in Training
Finally, don’t underestimate the value of thorough training for all team members who engage with tenants. Ensure they:
- Understand your brand voice and communication standards.
- Practice patient, empathetic, and proactive communication.
- Can clearly explain policies and properly set expectations.
- Know how to de-escalate issues and find creative solutions.
- Stay up to date on new offerings, events, and initiatives.
- Frequent training elevates the tenant’s experience immensely.
Conclusion
Effective communication is the backbone of positive tenant relationships. Making your processes clear, efficient and customer-focused means you’ll boost satisfaction, retention and your reputation as a top-notch property manager.
