Property management companies have a lot of responsibilities for every building they rent, and no matter how many tenants need your help, customer service is often the biggest pain point of your business. Here are 4 essential tips on how to improve your customer service in the property management industry. Stick around ‘til the end to see how you can skip the hassle and achieve all of these goals as easily as possible.
Prioritize transparency in your contracts
Business between tenants and landlords starts with a rental contract, and ensuring that both parties understand the terms of that contract is the cornerstone of a good relationship. To avoid misunderstandings and tenant complaints in the future, make your contracts as straightforward as possible, so there’s less room for confusion.
Streamline tenant complaints
Getting every possible call sent to the same customer service line not only puts a lot of pressure on whoever is answering those calls, but it slows down the process of handling tenant complaints. Your tenants expect to be taken care of efficiently and any other callers require just as much respect. So, split up the work by implementing a formal complaint process. Giving tenants a set method of communication, like a separate phone line or an online portal, makes things easier for everyone involved.
Always be accessible
Tenants can call with a plethora of issues and questions, at all times of the day. So, you can’t rely on one person or team working 9-5 on weekdays. You need a dedicated team available to help all callers at any time of the day or night on any day of the year, even holidays. Hiring a call center is the only way to make sure your tenants are always taken care of, so don’t settle for less.
Be respectful and professional
It goes without saying that every caller deserves to be treated kindly, but you also need to make sure your team knows what they’re talking about. Questions need to be answered, requests need to be taken care of, and your customer service team needs to make a good impression. Hiring a team of experienced professionals that know the ins and outs of the property management industry is key to all successful customer service experiences.
As you can see, customer service isn’t as easy as answering the phone and taking a message. So while you and your employees are handling business, rely on Insta Answer to handle all your customer service calls 24//7/365. Give us a call today!