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As a savvy landlord, proper communication skills are key to your success. And with today’s advancements, connecting with tenants has never been easier.

The three most common communication options include texting, emailing, and phone calls. Each of these communication tools serves a unique purpose; you may find that there are situations where texting may be better than calling the tenant, for instance, and vice versa. With that in mind, here’s a breakdown by TrustArt Realty of when to use each communication tool in your rental business.

When Should You Call Your Tenant?

While phone calls are declining in popularity these days, there are still many situations where they come in handy. For example, if there is an emergency at the tenant’s unit, like flooding, fire, or a gas leak, the disaster response team will usually want to get in touch with the tenant via a phone call. Another situation where phone calls may be necessary is when you need to provide the tenant with a courtesy reminder. This may be about things like lease violations or late notices.

A landlord on a phone call.

With that in mind, there are certain things you should keep in mind when calling tenants.

  • Keep things professional. When in a phone conversation with your tenant, always strive to be as professional as you can be. Begin the conversation by stating your name and the purpose of the call. Keep it professional and avoid being chatty, too familiar, vague, or overly friendly.
  • Leave a detailed voicemail. If the tenant doesn’t pick up your call, you can always leave a voicemail message for them to listen to later. Avoid leaving vague messages– let the tenant know why you made the call and whether you’d like a call back.
  • Be friendly. Property management is in the service industry, and good customer service is always appreciated. When making the call, remember to begin by greeting the tenant and talking in a friendly tone. And remember, as previously mentioned, avoid being too friendly or too chatty to keep things professional.

A person on a phone call smiling.

When Should You Email Your Tenant?

This is another communication channel you can use to share important information with your tenant. So, when is using emails appropriate?

  • When sharing visual information with the tenant. This can be pictures or infographics. This is something that you won’t be able to do over a phone call or using text messaging.
  • When providing the tenant with automated reminders. The reminders can be on things like rent due dates, added charges, invoices, or lease expiry notifications.
  • When communicating about important activities. When looking to let a tenant know of important activities like new policies and procedures, an email can be the most appropriate communication channel to use.
  • When record-keeping is essential. Emails allow you to have a date and time-stamped record of the communication.

With that in mind, there are certain important things you’ll need to keep in mind when emailing your tenants. Ensure every email you draft has your contact information, a clear business purpose, and is sent during normal business hours. Also, take your time to draft proper emails. Random, incomplete, or incoherent ones will only defeat the very purpose they should serve.

When Should You Text Your Tenant?

Just like phone calls and emails, text messaging also serves a unique role in the landlord-tenant communication dynamic. They’re useful for sending quick messages that will be received in a short timespan.

A person on a smartphone.

Before you can begin texting your tenant, though, make sure to keep certain things in mind. For one, get their permission first. Some tenants may not prefer it. Other things to keep in mind in this regard include the following.

  • Put it in writing. Once the tenant agrees to texting, have a section in the lease agreement that mentions it.
  • Let them know what kind of messaging they can expect. Your tenant will appreciate knowing what kind of information they can expect to get via text messaging. For example, to inform them of rent due dates, repair updates, or seasonal maintenance reminders.
  • Keep the message clear and purposeful. It should also be short and succinct. Avoid sending the tenant overly long messages and using text lingo that the tenant may be unfamiliar with.
  • Limit what the tenant can text you. Provide the tenant with a general guideline on what information they can relay to you via text. For instance, when it comes to submitting repair requests, let them do so using email or an online portal. Also, remind them that key issues should be communicated via a phone call. Such as, lease termination requests or late rent issues.

Conclusion

Using the right communication tool is key to a smooth landlord-tenant relationship. With this information, you can now use the right tool to communicate the appropriate information with your tenant.

If you have a question or need expert property management help in Philadelphia, look no further than TrustArt Realty. We can provide you with all the help you need to succeed as a landlord. Get in touch to learn more!