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How To Deliver Excellent Experiences To Your Renters

happy-tenantsWith changing expectations around customer service in the property industry, it can be challenging for real estate agencies and property managers to cater to the needs of renters.

Tasks associated with property management tend to always be linked with factors like timely payment, renting experience, tenant satisfaction and other administrative duties that can be opportunities to offer high-end customer service.

If you're ready to keep tenants housed for longer in one of your properties, here's six things to consider improving to get you started.

1. Communication

There’s a thin line between good communication and too much communication, so it's essential to keep this in mind. The key to strong relationships is to keep things open, as it can resolve many tenant and landlord problems faster. Quick tip: A month or so after your tenants move in, give them a courtesy phone call to ask how they are settling in and if there's anything you or the agency could help them with.

 

2. Treat them well and be approachable 

Tenants are also human, so be polite and calm — nobody likes reading capitalised text messages or tolerating bad behaviour. Many tenants are also too time-poor to call property managers about the maintenance or repairs. Consider reaching out to tenants quarterly and be approachable and supportive.

One way to manage requests for maintenance and repairs from tenants is to use maintenance software applications like Bricks+Agent.  The application allows tenant's to send a request from their smartphone. Instant notifications and messaging between property manager, tenants, landlord and trade professionals will reduce the amount of time it takes from requesting a repair to having it resolved by a tradie.

 

3. Be realistic when raising rent

Rent increases are a fact that every tenant has to face after an extended time of living in a property or with the renewal of a lease agreement, so sending an increase notice in advance is essential to have a happy outcome.

Choose the right month to discuss a rental increase with your tenants. Increasing rent around holiday season when people's funds are already stretched might rub tenants the wrong way. 

If a landlord agrees, you could also consider reducing rent to encourage good tenants to extend the lease.  Further, consider increasing rent in small portions rather than increasing it by a large amount at once.

 

4. Make room for pets

One of the most common concerns for renters is pets damaging their property.  However, you can resolve the issue by limiting the number and types of pets that will be accepted. For example, you might limit the lease to one domestic cat. This way, tenants are aware of their obligations and will also protect the property from any damages. 

 

5. Their home is your property

Help your tenants to maintain their rental home. Consider offering them services like carpet cleaning and landscape cleaning from businesses used by the agency. This way you can help them feel at home and also encourage them to be proactive tenants and take care of the property.  Quick tip: consider negotiating maintenance, such as lawn mowing, with the landlord to be included in the rental price. 

 

6. Keep up your end of the bargain

For tenants, property managers who promise one thing and deliver nothing is  unacceptable. As rental prices increase, so too do tenants' expectations on what exceptional customer service looks like.  If you want to avoid these start using some of the tips above, and keep your tenants happy.

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Topics: Insider, Property Management Advice, industry news

Jon Stul

Written by Jon Stul

Having spent over 12 years in the real estate industry covering all facets from residential through to commercial, established and off plan properties and sub-divisions, he has an in depth knowledge of the industry. Stepping out of the industry four years ago and moving interstate to expand a frozen yoghurt chain that has gone from 1 to 4 stores in the time he has been involved. This was recently sold to Made Group. Real estate has always been in his blood and it was a natural fit to start Bricks + Agent given the amount of insight he has into the industry as a whole. Having seen how all different forms of traditional marketing was used to the direction that it is now heading today, we think we have come up with a truly unique proposition that fits into the current state of the property maintenance market.