For property managers, building strong relationships with tenants, owners, contractors and other stakeholders is critical. Positive relationships lead to satisfied clients, minimal conflicts and a thriving business. Effective communication is the key to nurturing those relationships. In this article we will explore communication strategies property managers can use to connect with people and take their business to the next level.
Respond Rapidly
When tenants or owners reach out with a request or issue, they expect a prompt response. Make sure you have systems in place to deliver. The experts at Apello (apello.com) recommend implementing a 24/7 property management answering service so you never miss an urgent after-hours call. Check emails and tenant portal messages multiple times per day. Set up automated confirmations so people know you received requests submitted online.
When in-person conversations occur, follow up with brief recap emails outlining next steps discussed. The faster you respond, the more valued and cared for people feel. Rapid communication conveys you are dedicated to providing excellent service.
Communicate Proactively
Don’t just wait for tenants and owners to come to you – be proactive in your outreach. Check in periodically to ask if they need anything. Provide status updates on issues without waiting for them to ask. Give heads up about upcoming projects that may impact residents.
Proactive communication shows you are thinking about their needs. It enables you to get ahead of potential problems before people have a chance to get upset. Reach out via emails, texts, tenant portal messages or quick phone calls. Proactively staying in touch will strengthen your client relationships.
Tailor Communication
One size does not fit all when it comes to communication style and preferences. Get to know how each person likes to receive information and tailor your outreach accordingly.
Note whether they prefer phone, email, text or in-person meetings. Ask if they like short, casual check-ins or formal scheduled discussions. Customize the frequency of your communication based on their inclinations.
Meeting people where they are at by adapting your communication approach demonstrates your commitment to the relationship. It also makes your exchanges more effective because you are using their desired format.
Listen Actively
Communication hinges not just on how you convey information, but how well you listen and understand. When speaking with tenants, owners, contractors, etc., focus on active listening. Give them your undivided attention. Active listening enables deeper, more meaningful dialog. People will open up more when you demonstrate a sincere interest in what they have to say.
Provide Options
Flexibility and compromise go a long way in maintaining relationships. Rather than dictating rigid policies, provide options when possible. For example, if a tenant requests a special payment plan due to financial hardship, review multiple schedule options to find one that works for both parties.
Maybe contractors prefer submitting bids via email instead of the procurement portal you set up. As long as the end goal is achieved, adapt your process. People will appreciate your willingness to explore alternatives that meet their needs.
Keep Everyone in the Loop
For tenants living in the same building or owners who jointly invest in a property, keeping everyone equally informed is key to harmony. Loop all relevant parties in on communications to prevent misinformation and confusion.
Notify all tenants impacted by a maintenance issue about timelines, worker access or related disruptions. If you communicate a policy change to one owner, share it with the entire ownership group to avoid inconsistencies.
Conclusion
Strong relationships require ongoing nurturing through open, responsive communication tailored to your audience. Make it a priority to continually refine your approach. Your tenants, owners and contractors will notice the difference – and your property management business will thrive as a result.