What You Need to Know About Landlord-Tenant Communications

Good communication is probably the most important aspect of customer service for a property management company. Fort Worth managers who respond slowly to tenant requests will find their rental units vacated in a hurry. Prompt responses to complaints or maintenance needs are a big part of what makes good communication for rental property management. Fort Worth property management companies can improve their complaint response by following these pointers:

1.    Multiple Channels for Communication

It may feel odd to provide tenants with several ways to file a complaint, as though you are inviting the complaints. But really this is the first step to good communication. When a tenant is frustrated and looking for a way to be heard, having a difficult time finding an open line of communication can add insult to injury and ultimately make it more difficult for you to recover from the initial concern. Make this step easy. Companies like Specialized RPM provide excellent support with:

●     a 24/7 emergency live person hotline

●     a non-emergency phone number for business hours

●     an email address

●     an electronic submission form through a website or tenant portal

2.    24 Hour Response Time

A prompt response is key in providing quality communication and complaint resolution. Even if the issue detailed in the complaint can’t be resolved within a single day, the tenant should at least get word that the complaint reached rental property management. Fort Worth managers who are unable to respond within this timeframe should offer an apology for the delay when they do respond.

3.    Update Regularly

Once the complaint is filed and received, it will most likely need additional time to resolve for a property management company. Fort Worth tenants should be able to expect this series of communications until the issue is resolved:

●     The tenant files a complaint through one of the many channels available

●     The property manager responds within 24 hours with a courtesy acknowledgment that he or she received the complaint and would be working quickly to address it

●     After reviewing the issue, the property manager outlines the steps needed to resolve the concern (this could include hiring a contractor, working with a neighbor, etc.)

●     The property manager then calls the tenant to inform the tenant of when the issue will be resolved

●     Finally, after the issue is addressed, the property manager again calls the tenant to confirm the issue is completely resolved

Communication is certainly a skill, and because it’s a skill, it’s something that can be practiced and learned. Following these steps will set you on a great path to good complaint-resolution communication. Specialized RPM has expert communicators on their team with a 98% customer satisfaction rating. Ask today how they can help you have a more hassle-free leasing experience. Information at http://www.specializedrpm.com/