(Hint: It’s All About Customer Service)

“Hi, SKY! I just started my own property management company, but I’m overwhelmed by all the calls and inquiries coming in. Help!”

Congratulations on starting your property management business! As you know, providing top-notch customer service is essential for long-term success. It impacts everything—from tenant retention to your reputation, and how smoothly operations run day-to-day.

When tenants are happy, they’re more likely to renew their leases, meaning fewer vacancies and lower turnover costs. Plus, satisfied tenants are more likely to recommend your properties, giving your reputation a boost. Strong service also keeps operations running smoothly, freeing up time for maintenance and other key tasks. Timely rent payments, fewer late fees, and avoiding legal issues all stem from providing excellent service. And when issues arise, good communication helps resolve them quickly, keeping relationships with tenants positive and lasting.

So, the big question: How do you provide exceptional customer service?

Here are some tips to get you started:

1. Hire the Right Staff

It all begins with the right team. Look for staff who are friendly, professional, and organized. A receptionist, for instance, should be approachable (her voice should convey this immediately), efficient, able to handle multiple tasks without breaking a sweat. They should know their way around the property management software that you use, handle phone calls well, and be comfortable interacting with tenants, vendors, and property owners. The right staff sets the tone for the entire tenant experience from day one. If you need help, consider hiring Enzo Staffing https://www.enzostaff.la/ as I found my current receptionist through them for $12 an hour and they do a lot more than answer the phone! Please ask me how at Kari@SKYprop.LA

1. Prioritize Effective Communication

Once you’ve got a solid person in place and can be part of your team, make sure they respond promptly to tenant inquiries. Keep everyone in the loop about important updates, like maintenance schedules or policy changes. Fast, clear communication builds trust and makes tenants feel heard and well taken care of.

1. Offer Personalized Service if you can

Encourage your team to really pay attention to each tenant’s needs. Whether it’s accommodating special requests or responding quickly for busy professionals, making tenants feel like they’re getting personalized attention will help build loyalty. Don’t forget the little touches, like wishing them happy birthday or asking how their trip went or welcome packages for new tenants—they can make a huge difference in making them feel at home. This may require notes in your software if your company is large. Maybe not so many notes if your tenant is a pain and calls a lot.

1. Stay on Top of Maintenance – be proactive and communicate

Tenants are going to report problems but at least be proactive in addressing issues and taking good notes and pictures (careful here to be specific to the problem) during the 6-month walk through/inspection! Address repair requests quickly and schedule regular property inspections as mentioned above to catch small issues before they become bigger, costlier ones. This shows tenants that you care about their comfort and safety. This is where you can really shine, follow up and ask how the repair went. This is priceless information for your whole team.

1. Embrace Technology

Use tech to make things easier for both your team and your tenants. Offer online portals for rent payments, maintenance requests, and access to documents. Automated reminders for things like rent due dates or lease renewals can help tenants stay on top of things without the hassle, and it cuts down on manual work for your team.

1. Maintain Consistent Team Communication

Good internal communication keeps your team aligned and ensures consistency for tenants. You know how frustrating it is when you’ve spoken to one staff member about something, only to find the next person has no clue? Regular team meetings can help keep everyone on the same page. Using shared tools or platforms to track requests, maintenance, and tenant interactions also makes it easier for anyone on your team to provide the right info when needed. A good point person for tenant communication can be very helpful but also understand that it can sometimes be overwhelming as well so be mindful. Tenants can and will be demanding.

1. Build a Strong Community

Create a sense of community by hosting social events, like BBQs, holiday parties, or even local volunteer opportunities like a food drive or animal rescue events. Getting tenants together helps them bond and feel more connected to the property. Also, ask for feedback regularly, whether through surveys or casual conversations, to show that you care about their experience and are always looking to improve.

1. Ongoing Training and Professionalism

Invest in continuous training for your team on customer service best practices, property management tools, and handling tricky situations. Make sure that they regularly complete mandatory training, like Fair Housing, to stay compliant and provide an equitable service for all tenants. Also, make sure they always look and act the part—being professional and approachable helps build trust and makes tenants feel comfortable and respected. With all the changing laws, it is imperative that you stay on top of the ever-changing laws.

By focusing on these areas, you can manage those calls and inquiries more effectively, while also creating a positive and memorable experience for your tenants. You’ll be in a better position to build a successful, long-term property management business!