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Tips to Communicate with Customers

Each customer is different.  That isn’t breaking news and so it shouldn’t be surprising.  What many people may not consider, though, is how this simple fact plays a role in how property managers should relate to these same people in daily interactions.  Renters have unique personalities and needs that need to be addressed in ways that work best for them; one “standard” of interaction won’t cut it for everyone.  They want to feel engaged and involved in the process, so consider some of these tips when considering how best to manage meetings and communicate with customers.

Think about how much you have going on in your own life.  As a property manager, you’re undoubtedly very busy and have a ton on your plate.  Your tenants also have a lot to deal with and the timing or frequency of your interactions can make a big difference.  For example, if you don’t communicate with customers regularly, it can have a negative impact on the landlord/tenant relationship and can result in you slipping from the priorities of the tenant.  Make a point to discover how they prefer to interact; if you’re sending frequent e-mails but they prefer to speak over the phone, crucial information may not be relayed.  If they are better at absorbing details in written form but you spout paragraphs each time you pass them in the hall, you may overwhelm the customer.  And so on.

Zemanta Related Posts ThumbnailClearly, there are a lot of nuances to consider when working to communicate with customers.  Thankfully, there are some steps that you can take to help get a jump on this process before things slip out of your hands.  For example, try creating a schedule or calendar of dates and times that would be important for your customers (and you) to know.  Note holidays and dates when rent is due, for example, then make sure to relay this info to all those who might need it.  Everyone will appreciate your organization and diligence and will likely be more motivated to stick to due dates, especially, as a result.

Take some pointers from your own successes.  Look back on how you were able to effectively relate to customers in the past and try to recreate those experiences.  The saying “if it ain’t broke, don’t fix it” is said for a reason; there’s no need to drastically change tactics if what you’ve tried in the past can work for you and your clients.  Along these lines, take a look at the “average buying  process timeline for customers.”  Glancing through consumer habits of the past and taking into account when they take action and how long they’ve taken to make a decision can allow you to “better align current outreach efforts to match typical response times and interest levels of leads.”  In other words, if you understanding the timing of customer action, you can have more profitable sales.

Returning to the calendar: with all the dates and times that you’ve noted that are significant to both you and your tenants, you can put it all together.  “Put events and past sales wins on parallel timelines. If successes in the sales cycle are not aligning with key dates as they should be, further research needs to be done on why a campaign was a success (or failure).”  It’s much easier to note if past trends shift in another direction if you can look at it in this visual layout.  It also helps to consider the entire process from the point of view of the potential renter.  What would be most important to you when first examining the pros and cons of the property?  What about when you (they) are comparing it with other potential spaces?  What about when bringing up questions of why this property best suits your (their) needs?  And so on.

Finally, don’t shy away from some occasional reminders of why they’ve made the best decision.  You don’t want them to rent or buy with you and be left wondering if they’d chosen correctly.  Provide evidence of your successes with other tenants, make yourself available to answer questions or offer testimonials, and be vocal about the amenities and advantages that only your property can provide.

Have you considered property management accounting software to make the entire process easier for both yourself and your customers?  Let Anton Systems’ SKYLINE software take a lot of the work out of your hands and handle the details with its fully integrated and powerful property management and accounting system.  This property management accounting software simplifies the experience, providing you with a robust database that keeps all the information you compile and later need organized in one place.  Because it can be used on a variety of property types, you don’t have to worry whether or not SKYLINE can work fully for you.  It acts as an electronic assistant but leaves you in charge, simply removing the hassle and providing you with a tool to streamline the work of a property manager.

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