One of the biggest mistakes that property management companies and owners can make is to choose property management software without effective customer service tools. Does your management team have what it takes to differentiate your properties from your competition? Take this 5 minute test...
Answering these 5 questions and see where your management team stacks up:
#1- Have you ever trained your property managers on how to communicate with owners and/or tenants?
#2- Does your management staff have an operation manual that explains how to deal with tenant situations?
#3- Does your management staff document every conversation with owners and tenant?
#4- Do you provide owners and tenants a handbook explaining your management services and answers to common questions?
#5- Does your business have guidelines and methods for measuring the responsiveness for incoming service requests and vacancy inquiries?
If you answered "No" to any of these questions, then there is room for improvement. While your properties location and amenities are important, what we're selling as property managers is SERVICE!
Without clear management objectives and guidelines for managing tenant and owner requests, you business can be at risk of losing it's most valuable assets. If your ready to deliver the type of service that will keep your units occupied and new prospects banging at the door, consider the following investments:
1. Create a simple employee handbook for your team that describes how you communicate with your customers.
2. Customize your Propertyware tenant and owner communication templates. Then training your management team on when to use each one.
3. Train property managers to create notes on Propertyware Leases and Portfolios after their conversation with tenants and owners. By creating these notes in Propertyware, your management team will have a centralized location to update themselves regarding all communications with your tenants and owners.
4. Create a flier to include with your tenant statements or a sign in your management office encouraging tenants to submit service request online at your Propertyware Website. When creating service requests online, your tenants will receive an immediate receipt and property managers can be notified via email or text messages to their mobile phone. Your tenants might not have access to the Internet at home, but they will likely have access at work.
If you are using other methods in Propertyware to track your management team's customer service, please submit a comment and share it with us.
Posted by: Phillip