To provide an excellent customer service experience for all the tenants, managers work extra hard to treat all of them fairly and be available whenever necessary; to answer all queries and offer solutions. But is that quite true in this new era of technology?
Due to technology now being available to perform various tasks online, physical meetings have been limited and reduced significantly. This is especially true with the global pandemic or after. Now people can sign documents, pay rent, and put requests for services online. As a result, managers do not get to interact very often with their tenants. As a matter of fact, your maintenance team spends more time meeting the tenants.
Maintenance teams are also a part of your management company, and represent the company when they are at the tenant’s home. Their customer service skills and practices for dealing with tenants are crucial for tenant retainment or further disputes. There is more to maintenance training than nuts and bolts, here are 5 tips for your maintenance team to be more customer friendly:
1. Understand tenant’s needs
There is a reason this point comes first. To be able to provide good customer service and put up your friendly front, you need to understand and be confident for the job you are there for. It’s important to ask the necessary and right questions over the call. This will help you come prepared.
Make sure you complete tasks as needed, confidently. Asking questions does no harm, but instead builds a ground to communicate.
2. Listen and be responsive
To be customer friendly, you need to be all ears and responsive to show you are attentive. Be open to their course of action and input, thus making them feel comfortable having you in their space. It’s important to listen to them carefully and their concerns, and then address them with the solution or course of action you will take to resolve the issue, all with a positive attitude.
3. Don’t complain
It’s important to understand that it’s a part of your job to deliver a solution that your department has, to all tenants. And it shouldn’t matter if it’s your 1st or 5th unit for the day. Your positivity plays a vital role here.
4. Be open to feedback
Not all tenants would be satisfied with the repairs or work done or might have a change of mind. It’s important to remember that it’s your job to do as requested and that too much attentively according to the policies you follow. Being open to feedback and taking them positively, will tell wonders about your customer service.
5. Appreciate comments
People are kind to you when you are kind to them. Don’t forget to appreciate comments all through the process and after. Everyone likes to be thanked.
Final Words
At the end of the day, it all comes down to the people hired for maintenance work; positive and friendly attitudes will go a long way in this profession.
