Importance of Customer Service

Good customer service is vital when it comes to having a successful real estate business as a landlord. Why? Because your tenants are ultimately the people, who are keeping your business going. So if your tenants are not happy, then your business will suffer.   

Tenants are natural word-of-mouth marketers. This means that they talk about what they have experienced and either help or hurt the reputations of those they have had the experiences with. So let’s say that you have one tenant who is unhappy with the way you are communicating with them or with the way that you are handling maintenance and repairs at their house or apartment. This tenant will potentially vent their experience with you as their landlord and to other people, which will ultimately harm your reputation as a landlord and your chance of gaining new tenants. Now let’s say you have not just one, but an entire house of tenants who are unhappy with their experience of having you as a landlord. Now you have more than one person harming your overall reputation as a landlord by spreading negative reviews about their experience with you.

This is why it is incredibly important to make customer service your number one priority as a landlord. An excellent way to do this is to think about how you would want to be treated if you were a tenant. How would you want your landlord to talk to you? Would you want them to take the time to listen and understand your situation? Would you want to feel respected by and cared for by them? Would you want them to be intentional about what matters to you when it comes to your home? Would you want them to make the health and safety of your rental house or apartment a priority? If you would want these things, then how much more would your tenants want these things? The best way to have good customer service is to put yourself in your tenants’ shoes and then treat them how you would want to be treated.