Why Customer Service is Important in the Rental Industry?

Why Customer Service is Important in the Rental Industry?

Customer Service in Hospitality Industry
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Customers are the lifeblood of your business. Without them, your business would not exist. Offering customer service is one of the best ways to keep them.

Property management teams serve as the middlemen between you, your property, and your tenants. Property owners rent their property in hopes of making additional income without a lot of extra stress. Tenants rent property with the hope of finding a peaceful and affordable place to live. A property management company’s job is to ease the stress of their rental property owner. 

Although, a property team is responsible for many things when it comes to managing a rental property, such as marketing and advertising the villa, tenant screening and processing applications. 

Customers are the lifeblood of your business. Without them, your business would more than likely not exist. Due to the fact that they’re so vital, it’s important that they’re retained and don’t take their business elsewhere. One of the best ways to do this is by offering excellent customer service. 

Let these 6 customer service tips provide a guide for property teams to provide the most effective client support:

1. Create A Fair and Understandable Rental Contract

The start to any successful tenant-landlord relationship is a fair and agreed-upon rental contract. Make sure tenants understand everything written in the contract, so nothing is left to their imagination or question. The more straightforward the contract is, the more tenants will feel at ease when they sign it. A contract that is unclear or ambiguous not only invites room for interpretation, but tenants may also see this as dishonest.

2. Customer Service Means: Be Accessible 24/7

It is never fun to take a call at 3AM, but as a property manager – it is your job to be available (or find someone who is!) when emergency situations arise. Whether it is morning, noon, or middle of the night, tenants should know they have someone to call or email with their questions or concerns.

3. Respond To All Communication Within 24 Hours

While round-the-clock accessibility is ideal, we understand that not every call and email can be answered immediately. Property managers are still only human! However, providing excellent customer service means responding within 24-48 hours if you were unable to respond right away. Tenants who were unable to reach the team via phone at 10PM but received a call back first thing the next morning will trust that the property team thinks of them as a priority. A responsive property management company creates trust and gratitude amongst tenants.

4. Set Clear Expectations

The quickest way to tarnish the tenant-landlord relationship is by not following through on promises. Make sure that expectations are clear both ways, and if a property team says they are going to do something – do it (or communicate why you will not be able to do it).

Also read our article about how to increase your property’s average daily rate

5. Interact Regularly With Tenants

Outside of requests, suggestions, and complaints – it is important to interact regularly with tenants to create a strong relationship and understanding of their issues. Either way, tenants and property managers should not just be talking when something is wrong. The goal is to create a relationship where matters can be discussed before they turn into a real issue.

6. Be Professional (And Prove It)

Tenants should feel confident that their property management team knows what they are doing. The property team should know the contracts, know the website, know the maintenance and communication processes, and know the property. When every request and question is answered quickly and accurately, tenants will respect property teams for the work they do.

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The competition is very stiff in property management and without any loyalty, it is very easy to change companies these days. Attention to your customer service can help you build a vibrant rapport with existing clients and tenants, as well as leverage new business, which ultimately ensures increased profitability and sustainable operations.

Armel Theurillat
Marketing Manager at Bali Management Villas