With a property management professional working with you, it’s important to realize that they are the first exposure to potential tenants. Plus, with them, all the property related issues, questions, concerns raised by a tenant can be solved in no time.
They are the middlemen and serve to be a crucial factor between a landlord and a tenant. There are ample things to be taken responsibility for, from managing your rental property, from tenant screening, lease creation to maintenance, rent collection, and the list goes on. However, the central part of all is the importance of customer service.
With every customer comes a varied set of personalities, and the real challenge is how things should be handled? If not handled with care, it can turn into a major conflict source, which is probably the last thing you would want to face.
Customers have Higher Expectations
More than 50% of the property owners move to a different property manager if the customer services come out to be poor. And more than 70% of the property owners are willing to spend more money on the property manager with exceptional service.
That’s pretty complex to impress every unique client but the challenge is worth it.
Pleasing customers is never comfortable. When it comes to the company’s lifeline, a property manager must put all the effort and dedication into serving customers with every need, be it small or big.
First Impression Matters
If a property management company makes a poor impression on their first day of interaction with a prospective client, chances are the client will never come back. Nobody wishes to risk buying, selling or renting property decisions to someone they are unsure of.
This is an outcome of your first impression, and you have to avoid all the chaos or unwanted behaviour that can ruin your company’s image. A single negative review holds a high weightage to that of the ten positive reviews on you.
A great relationship doesn’t happen in a day. It takes time, skill, and energy to build strong business relationships. Successful property managers use their soft skills like communication, empathy to handle a tricky situation. If you use positive language during your communication, you are making a strong position in the clients’ minds.
Respond to complaints, and making sure you are proactive in all possible situations is equally essential. Being courteous, responsive are the two strongest pillars to customer satisfaction, and it shows that you genuinely care.
You want to build strong relations with the owner, focus on maintaining transparency. Give personalized treatment, communicate, and help them to what they need for you. If you think you are unsure of something, speak out and not hesitate to share the bad news.
Keep them updated and informed. Your honesty is what they expect from you, so don’t overthink. A suitable successful relationship with clients starts with being loyal and transparent, so don’t overlook that. Stay in touch and keep your client updated with the smallest and most important details of a property.
Be there during their concerns.
Tenants pretty much want to be heard, especially when they are facing problems. Being a property manager, the relationship should be maintained with both the owner and the tenants, and you have to look through their concerns and be attentive.
A good property manager ensures all the concerns are heard, valid, and a matter solution is also considered. Listen to what they want from you and what they need more than empathy. They want a solution, so show your problem-solving skills.
Quality customer service is the key to successful property management. Customers are the king, and without which no business can run effectively or efficiently. Pleasing customers and providing them top-notch performance should be the first-ever motive of any property manager. Be honest, transparent, and problem solver, don’t be only sympathetic towards their problem but give them a valuable solution too.
MTL GROUP is a property management and financing company, operating in the Greater Montreal area in Quebec. Our professionals are just a phone call away to assist you with your property management and financing needs.