How do you handle tenant communication?

Question

Just wondering, anyone else find keeping up with tenant chats a bit much? How do you guys handle it?

Christian Ehlers · Answer

If you are texting them/calling them on your cell phone then they will reach out to you directly anytime they have an issue. Be sure to use a simple property management software that can collect rents, allow them to submit maintenance requests, etc, without your direct involvement every step of the way.

Michael Smythe · Answer

@Albert Barrios what PM software are you using?

Most have a tenant conversation log feature. Many tenants prefer to call, text or email.

Many landlords are too lazy to take notes of conversations or copy texts and emails into the tenant conversation log, so they have a permanent record to refer to.

Many landlords eventually regret not documenting everything in writing when a landlord-tenant relationship goes sideways.

Jonah Hartsburg · Answer

Hi Albert,

I assume this pertains to efficiently managing tenant communication while maintaining high-quality customer service. I recommend streamlining, categorizing, and potentially outsourcing the majority of these tasks. First, establish a primary communication channel and inform your tenants to use it. It doesn't have to be elaborate; options could include a work number (such as Google Voice), a dedicated email, and/or property management software. Regardless of your choice, keep it separate from your personal communication channels and consistently train your tenants to use it. If for example a tenant contacts you on your personal cell despite being instructed to use your work number, politely remind them, conclude the call, and then return their call using the work number.

Next, create a standard operating procedure with frequently asked questions and refer to it before and during a tenancy. This will help maintain consistency and provide a framework for future improvements as your business expands.

Lastly, if you've implemented the previous suggestions and still find it challenging to manage tasks, consider the time-saving option of hiring an affordable, competent virtual assistant. Partnering with a VA agency can assist in locating, vetting, onboarding, and monitoring your remote team member, enabling your business to thrive while ensuring a top-notch customer experience for your tenants.