Today we’d like to talk to you about outstanding customer service. In a previous blog, we talked about outstanding customer service from an owner’s point of view, but what does it look like from a tenant’s point of view?
The tenant has a right to outstanding customer service. After all, he’s paying the mortgage, he’s paying the property manager’s salary, and he’s paying the taxes and the insurance. The tenant is the one paying the bills. What is he expecting in return? He really wants to know that you care about him and he wants to know that you will react on a timely basis when he calls in with an appliance problem, or an air conditioning problem or a dishwasher problem. He wants you to get the problem resolved quickly. He wants to be inconvenienced as little as possible, so a property manager needs to get it taken care of and follow up and follow through. Let the tenant know you are ready to work with him.
Tenants want us to care about making their concerns a priority. If they call you on Monday, they want to know that you’re How a Coral Springs Property Managment Companyreacting to it on Monday. If it’s a minor problem, outstanding customer service means it will be fixed by the end of the week. If it’s an emergency it will be fixed right now. Tenants want to know they aren’t going to have to sleep with dripping water or with the air conditioning not working. Care about your tenants enough to make them a priority.
If you have any questions about how a property manager should be taking care of your tenants and their needs, please contact us at Florida Management & Consulting Group, and we’d be happy to help you.
Military: David Harper is a retired United States Air Force Lieutenant Colonel. As a Lieutenant he served in Southeast Asia during the Vietnam War (1968-1969) where he was a Casualty Staging Officer ( Aeromedical Evacuation). He was tasked with moving wounded Soldiers and Marines from Vietnam to various military hospitals in the theatre and eventually Stateside. After serving in several Air Force Reserve Units he was “called up” to serve in Desert Shield/Desert Storm (1990-1991) Where he was Chief Planner on the Central Command Staff for the Aeromedical Evacuation of all US Casualties during the pre-invasion and post-invasion phases. He retired from the Air Force Reserve in 1993. Currently he is the President of the Broward County Chapter of the Military Officer’s Association of America.
South Florida Property Manager Roger Schalk is a member of the National Association of Residential Property Managers (NARPM), and the Florida Association of Property Managers (FARPM). A real estate professional for 18 years he has spent his entire professional career managing and developing company’s and their employees in customer facing roles and has successfully established himself in Property Management.