Have you ever heard the saying “The customer is always right?” This may or may not be true; just ask anyone who has ever worked in customer service. There are times when the customer is wrong, but it comes down to how you treat them that can make the difference. 

Customer service is important in any business, from the department store to the dental office. People want to be treated well and if they feel that they are treated unfairly, they want someone to understand it and offer assistance. As a landlord, you can’t solve everyone’s problems; unless it’s a leaky sink. But the most important thing that you can do is to treat your residents with respect. A positive relationship between resident and landlord not only helps you keep the good people you have, but can bring in other good people as your positive reputation spreads. 

Four ways to be sure that you are giving excellent customer service to the residents you serve include:

4) Listen

Listening to what people say shows that you really care and are determined to find solutions. When a problem arises, listen and then restate the information back to the speaker. This shows that you are understanding what they are telling you and it makes them feel that you’re really attentive to their needs. 

3) Communicate

It might be a monthly newsletter, a weekly email, or a smile and hello when you pass in the courtyard. Touch base to keep them in the loop when working on an issue for them. Communicating with your residents is just as important as collecting rent. Communication builds relationships and good relationships with your residents can keep them from moving out. 

2) Accommodate

You need to be flexible with your rules from time to time. This will make your residents feel valued. Rules can be broken and bent, especially if you’re the one who made them. As long as it does not cause discomfort or harm to other residents, at least take it under consideration. 

1) Organization

Keep track of your business in all ways. Know exactly where leases and contracts are for each resident. Never misplace a payment and always have important documents at the ready. Keep the office area clean and neat as prospective residents will notice a mess as soon as they walk in. Keep track of all contact information and have it on hand when needed. 

You owe it to yourself to be a good customer service agent, even if you are the boss. If you remain cut-off and unapproachable, if you dismiss your residents’ complaints without understanding what they need, if you can’t find the rent check; you might need to do some work.  Let Occupancy Solutions LLC help you to learn how to be the best customer service rep you can be!