Resident Communication Checklist for Property Managers
PROPERTY MANAGEMENT
The relationship between a property manager and a resident has some important differences from the relationship between other types of sellers and buyers. When a resident rents a home, it’s not a one-time purchase; it’s an ongoing relationship.
Therefore, it’s important for property managers to cultivate their relationships with community residents to increase engagement with the community and keep the occupancy rates high. Good communication is the key to maintaining good relationships. Take a look at some tips for improving your communications with residents.
Give Your Residents Options
Not everyone communicates in the same way. Younger people often prefer to communicate by text, for example, while older people prefer the phone. Still other people prefer email, and some might even rather wait for office hours so that they can talk face-to-face whenever possible.
You can’t assume that you know how a particular resident likes to communicate, but you probably can be sure that if you have many residents, you need to use several different forms of communication to meet everyone’s needs and preferences. Offer your residents several different ways of reaching you, and let them know when you’ll answer each different form of communication.
That way, they’ll know that they can use their preferred method, and they’ll also know what level of responsiveness to expect from you. This is important because if your residents know that you’ll only answer emails once a day, for example, they will know that they should choose another method of communication if they need more immediate answers.
Be Transparent
Always be forthright and honest in your communications with your tenants. Be truthful about the condition of the property and the amenities on the property. Speak realistically with residents about how long repairs and renovations will take.
Also, make sure that you’re very clear about resident rules and responsibilities. Don’t assume that they will figure it out on their own. Go through the lease point by point with new residents and make certain that they understand the conditions to which they are agreeing.
Reach Out Proactively
Whether you need to schedule a repair, negotiate a lease renewal, or announce the installation of a new amenity, it’s important to give your residents plenty of notice. Be proactive about reaching out to community members to let them know about changes or scheduled work.
Residents don’t enjoy being caught off guard. They want to be able to plan around upcoming work in the building and particularly on their units. If amenities are going to be unavailable, or if new amenities will be coming in, your residents will want to be aware of that too. Keeping them abreast of changes or developments in a timely manner will help them feel reassured that you care about their needs.