As a property manager, you're bound to be the bearer of bad news at some point. Whether you're announcing an increase in rent, that you're closing the pool for the weekend or that the parking lot will be repaved, it can be tough to deliver such announcements with care. To ensure the best customer service experience possible, Scott Safadi of Cal Bay Property Management advises fellow real estate professionals to break this kind of news in the most tactful way possible. Fail to do so and you could find yourself on the receiving end of a bad review.
It helps to get strategic about your announcement. Rather than blurt out news as soon as you learn of it, take time to prepare a polite announcement. In most cases, tenants need several weeks warning to lessen the impact of the news. For example, letting your tenants know at the end of August that the pool will close on Labor Day is sure to draw complaints. Instead, open your pool in May a set end goal in sight. Fewer surprises will lead to happier tenants. The delivery of such information is just as important as the news itself. For those managing single family homes, a call to each tenant may be necessary. For multi-family properties, an email blast or text message can sometimes do the job. Technology can be a huge asset in the delivery of bad news, allowing you to set reminders to go out about the update before rent increases or the pool closes. In your message, it's important to acknowledge the impact the change will have on your tenants. While some feathers are bound to be ruffled, it helps to get in front of many of the most common complaints. For example, if you're no longer accepting rent checks after hours, you may want to include line in your message offering tenants another time to pay. Regardless of the bad news you have to deliver, doing so in a polite, professional manner can help ease tensions among even the tenants who complain the loudest. - Scott Safadi, Cal Bay Property Management
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AuthorScott Safadi leverages extensive experience in the real estate industry to serve as the CEO of Cal Bay Property Management (CBPM), which he founded in Palo Alto, California. Archives
January 2020
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