We all communicate differently; however verbal communication is one of the most effective means of getting information to your client and gives the ‘personal’ touch. This can then be followed up with alternative means of communication to enforce your points such as an email or a letter. The best areas in which to communicate regularly with your client are when their property is vacant, when their tenant is in arrears, or when their property requires repairs.
If you are advertising their property – involve them in the process.
It is not hard to be the “best” at advertising in your market place when you provide your client with an opportunity to make the advert how ‘they’ want it. Show them your advertisements and ask them if there are any improvements you could make, are all the photos to their liking, let them know after you have conducted viewings, suggest ways that more interest could be generated. Do you show your stock on weekends? This can provide flexibility to potential tenants in when they can view properties which in turn provides a service to your client too. Your staff may also enjoy the flexibility of being able to work half a weekend day and have half a weekday off. All these provide both points of difference for your business and better service for your clients – knowing you are doing all that you can to rent their property.
When their tenant gets into arrears, let your clients know what actions have been taken.
Discuss their options in regards to taking the matter to court, payment plans and your recommendations. You do not have to go in-depth, simply let them know the basics and then you can forward them some detailed information via email or post. Similarly with repairs, call them to let them know the situation then forward them through a more detailed account.
Ensure that when you follow up your initial communication, the information you provide is detailed and to the point.
In the case of routine inspections, these can be enhanced greatly with pictures for your client. Additionally you could go the extra mile and provide a video inspection – this gives you a chance not only to provide a view of their property but incorporates your ‘commentary’ on the property as well. It also takes less time than filling in a report with the same level of detail!
You can also ensure that your clients have access to your information even when you are not available personally. Most property management software includes access to statements online, 24 hours per day – does yours? And more importantly, are your clients aware this is the case? Encourage the use of such systems, not only will it be a service your clients enjoy using, but it also provides them with a service out of office hours and also saves you time during office hours.
Hamish has over 17 years of experience within the property management industry and has experience throughout New Zealand and Australia as a manager, principal and consultant. He utilised all of this experience to form a property management business that he expanded between 2009 and 2016 into 7 locations around New Zealand.
