Tenant satisfaction matters. Happy tenants are more likely to renew their lease, recommend your property to their friends and not write poor reviews all over your website. In fact, satisfied tenants are three times more likely to renew their lease if they are satisfied with property management than if they are disappointed or apathetic.
In other words, a happy tenant is a loyal tenant. Happy and loyal tenants are much more likely to be lenient when it comes to broken appliances, paying rent on time and following all of the tenant rules and regulations. What this should tell you, is that keeping your tenants happy and satisfied with your property should be of the utmost importance. If tenant satisfaction isn’t high on your list- then it needs to be.
Here are some easy and meaningful tips to increasing tenant satisfaction and securing their loyalty.
1. Use online technology to give tenants 24/7 service
Allowing tenants to be just one click away from help will help them feel heard and valued by your management team. Online rental portals such as Vertical Rent’s Tenant Portal allows tenants to easily request maintenance, ask questions and quickly receive answers, and conveniently pay rent and fees. This portal allows tenants to feel connected to management while receiving quick solutions to their problems. This will make them feel heard and valued, therefore establishing a better relationship between them and your management.
2. Establish effective communication channels
Utilizing various communication mediums to reach different audiences will further relationships and cement tenant loyalty. Communicating with your tenants on multiple platforms can seem daunting, however, with programs such as VerticalRent Hub, communicating via text message and email is simple and effective. You should be utilizing as many communication channels as possible including:
- Social media
- Print (flyers, posters, etc.)
- Text message
By ensuring consistent and effective communication with your tenants, you are giving them outlets in which to air grievances, comments, and get their questions answered. Only 32% of tenants feel as if their landlord listens to them, so make sure that you are the exception! Giving them multiple outlets will ensure they feel appreciated and listened to.
3. Collect feedback
Use a survey to learn about your tenant’s experience! By finding out what you’re doing well (as well as what you’re not doing so well at!) you can improve upon your tenant success strategy. Maximize your tenants’ happiness by fixing their problems and continuing to do the things that make them happy. However, you will never know what these are unless you ask! Create a survey and send it to all of your tenants. Get better responses by incentivizing the survey through a gift card reward or free breakfast.
4. Create a customer service strategy
By making your customer service reps accessible, your tenants will feel important. Train your customer service reps to be empathetic, attentive and knowledgeable, so they can address tenants’ issues and answer all of their questions. It can’t be said enough, a tenant who feels heard, is a happy tenant! Your customer service reps represent the management, and it is essnetial that every tenant who calls in, has a good experience. 79% of high income tenants report being permanently affected by a negative customer service experience. Train your reps to think from a customer’s perspective and be as helpful as possible, it will reflect well on you!
5. Offer online payments
Paying rent online is the present and the future. The “pay now” button makes your tenants lives so much easier by forgetting the checks, envelopes and stamps of the past. Online rent collection enhances the tenant experience by providing multiple payment options, reducing risk and instant payment. Tenants will struggle less with getting their rent paid in cash or by a check, and will make your life easier by paying on-time and with ease.
Making your tenants’ satisfied should be a top priority. In order to do so, it is extremely important to make your tenants feel valued and heard. If you follow these tips, you’ll have your tenants recommending you to all their friends and consistently renewing that lease year after year.
For information on tenant satisfaction, check out our blog on how to better communicate with tenants and increase their experience.
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About the author
Matt Angerer is the Founder and President of VerticalRent. He enjoys writing on a variety of topics that help Landlords, Property Managers, and Renters across America. He is particularly interested in helping renters understand their local marketplace, pick the best places to live, and find an awesome roommate. Since 2011, VerticalRent has grown to service over 100,000 landlords and renters across America.