Wait, Wait....don't leave!We strive to place a tenant in the property but yet there seems to be a gap that encourages a tenant to want to stay.
Reducing turnover and loss of revenue for our owners requires multiple factors working together...such as setting pricing correctly, property in a good location, nice and functional home and amenities, and a maintenance crew that is always on point. But perhaps most importantly, the relationship that renters build with their property managers can make or break a lease renewal.
Developing good social skills is not difficult and it proves to make
relationships between property managers and residents happier days and longer stays.
Here are 3 helpful tips when communicating with tenants:
Eye contact is vital for successful face-to-face communication, whether you are the listener or the speaker. Studies show that listeners are more likely to trust what you say and have confidence in your abilities when you visually connect with them.
As you listen, eye contact becomes equally important. When you fail to make eye contact with your residents, you risk conveying:
◾“I’m too busy to pay attention to you.”
◾“Oh look… someone else is walking in the door.”
◾“You’re unworthy of my attention.”
Lack of eye contact can put a resident in defensive mode and ready to counter-attack. This can quickly turn a simple complaint or concern into an argument. The resident will be harder to please and more likely to express aggression. While eye-contact alone won’t solve problems, it can help you avoid them.
Since you will want to make eye contact while listening, it’s important that you’re actually listening. A blank stare is a dead giveaway that you’re thinking of other things rather than paying attention to their needs. Engaged listening—hearing, processing, and responding appropriately—builds confidence and empathy during conversation.
When you are a good listener you will notice that listening and handling resident concerns plays a crucial role in resident retention. We will not be successful in our jobs if we do not listen to the tenants, to their complaints, to the good and the bad, and actually make an effort to do something about it. People most of the time just want to be heard and know that you are listening.
When tenants come to you with an issue, try to address their concerns without passing the responsibility on to someone else. Remember: your renters are not a distraction. They’re your business! When you see a resident through his or her concerns from start to finish, you build a relationship of trust and accountability. You also demonstrate integrity on behalf of your company.
If for some reason you can’t help the resident, see him or her through the introductions needed to reach the right person. When doing so, you can vanquish the frustration that many renters feel when they are given “the run around.”
What is your team doing to improve communication between staff and residents?
Here are Top Notch Property Management & Sales, communication and relationship building is the foundation of what we do. Call us today to found out more.