The Key to Exceptional Customer Service

Photo by Kobby Mendez on Unsplash

Customer service is an essential component of any business and is particularly important in the multifamily property management industry. After all, happy residents are more likely to renew their leases and spread positive word-of-mouth about your property. In contrast, unhappy residents may choose to move out and discourage others from renting from you.

One way to ensure top-notch customer service in multifamily property management is to “deliver low and slow,” just like we do with dessert. This means taking the time to attend to your residents’ needs and wants carefully rather than rushing through their requests or neglecting their concerns.

For example, a resident contacts your office with a maintenance issue in their unit. Instead of simply sending a maintenance worker to fix the problem and moving on to the next request, consider taking a few extra steps to enhance the overall experience for the resident.

First, acknowledge the resident’s concern and let them know that you take their request seriously. This could be as simple as sending a quick email or leaving a voicemail message to let them know that you’ve received their request and are working on a solution.

Next, keep the resident informed throughout the process. Let them know when the maintenance work is scheduled to arrive and the plan for fixing the issue. If there are any delays or unexpected complications, communicate these to the resident. By showing that you’re transparent and willing to keep them in the loop, you’ll be able to build trust and establish a positive relationship with the resident.

And One Service

Finally, don’t be afraid to go the extra mile. If the resident is delighted with the service they received, consider sending them a small thank-you gift or offering them a discount on their next month’s rent. These small gestures can make a big impact and help to create a memorable experience for the resident.