Customer service is the most crucial part of running any business, especially a property management company. You are required to provide your clients with complete transparency, while also guaranteeing smooth communication. As a Dayton property manager, it can be challenging to cater to the needs of both property owners and tenants as clients.
Role of Customer Service in Property Management
Since your prime focus is to assist potential renters find the perfect place to live, you need to build a strong relationship with them. You need to effectively respond to resident concerns and manage the property well.
Today, the way you treat your customers determines the reputation of your company. Therefore, it is critical for the property management company to maintain its relationship with the owners, and tenants. You have to provide a personalized touch to your client service. Here’s how you can ensure optimal service to both your owner and tenant clients.
Tips to Serve Both Homeowners and Tenants
- Create an unbiased rental contract
The beginning of every client-property management company relationship starts with a rental agreement. While drafting the contract, you must make sure that your clients understand all the points and clauses therein. If you are representing both the tenant and the owner, ensure that the rental contract is impartial. Avoid using any form of ambiguity in the contract as it may cause you to appear dishonest.
- Provide quick resolution of queries
Being a property management company requires resolving resident and owner complaints. You must be active and quick in addressing the complaints and requests that you may receive from your clients. Prompt handling of client complaints regarding a repair, for instance, might help them in avoiding a major expense in the future.
- Have a formal process in place to manage maintenance
Your clients might submit requests for maintenance and other services at the last minute. To avoid disturbances to your schedule, encourage the clients to adopt a formal request submission process using your website or email. This will enable you to keep track of all the requests and resolve them on time. In addition, have a formal process in place to address these queries properly.
- Be responsive
While you might not be able to dedicate all hours of the day to your clients, responding promptly can help you gain their trust. Your owner and tenant clients would like to think of themselves as your priority. So, as a rule, you should respond to their emails and concerns within 24 hours. Set up and use a voice answering service to take your clients’ messages, when you might be otherwise occupied in meetings or showings, and then get back to them as soon as possible. Your responsiveness plays a significant role in increasing client satisfaction.
- Implement new and innovative ideas for customer service
Like every other business, there is a lot of scope to keep improving your services in the property management sector. Keeping up with the popular trends in customer care is a good idea. These include conducting client surveys and garnering feedback. The surveys and feedback can often pinpoint what services you lack, so you can focus on improving those areas. In addition, come up with your own innovative approaches to improve your customer service and create a unique brand for yourself in the industry.
These are some of the ways in which a good property management company, like ManCo Property Services, serves both owners and tenants. At ManCo Property Services, we believe in going the extra mile to serve our clients and help them achieve their real estate goals whether it is buying, selling, or renting a property. Connect with us to know more about our end-to-end property management services.