What tone to use with tenants over email?

Question

For background, my tenant has decided not to renew and we are having an e-mail exchange regarding move out and property maintenance.

What sort of tone do you normally take with your clients over email?  Do you generally use a relaxed normal speaking tone?  Or do you try to sound official and use legalese?  Do you reference every request you make to a section in the lease?

My tendency is to speak like a normal person and only reference sections in the lease as a last resort.  For some reason my tenant keeps responding in a super "professional" tone referencing sections of the lease every other sentence.

What's the norm?

Thanks,

Sal

Salvador Santolucito · Answer

"With the current tenant you are talking to - keep the conversation at a minimum, because they sound like they would like to pick a fight with their interpretation of the terms of the lease."

Yes.  This is exactly what was happening.  When I was younger I'd always lose some of my deposit after I moved out and wished that my landlord would have said something earlier because I would have addressed it (like dusting ceiling fan blades).  So I did an early inspection to list a few things that they should be aware of and they are getting really pushy about it.  Now I am keeping my communication to a minimum so they have less to complain about.

Thanks!

Bob Woelfel · Answer

@Salvador Santolucito I would just be yourself and use the lease as your guide.  If you are referencing the lease just say "per the lease".  I'm not an attorney so I don't try to act like one.  Thankfully though my wife is so I just refer to her from time to time when talking about why certain things are in the lease, etc.

Be thankful they are responding in a professional manner.  It doesn't always work that way.

Brian Ploszay · Answer

There are a lot of different styles.  Our business is to satisfy customers (tenants), so being cordial is a good business practice.  When there are problem situations, you may need to deviate from this and use a more legalese tone.

When the tenant is moving out, your relationship is ending.  So be professional and communicate your expectations for their moving out.  Including cleaning, moving without damaging the property and disposing of unwanted items.  Remind them if some of the appliances belong to you.

With the current tenant you are talking to - keep the conversation at a minimum, because they sound like they would like to pick a fight with their interpretation of the terms of the lease.