Atlanta Property Management - 4 Ways to Easily Resolve Tenant Complaints
In Atlanta Property Management, one thing is inevitable; eventually, one of your tenants is going to complain about something, even if you are the most extraordinary property manager on the planet, or in Atlanta. You may have tenants who complain more often than most, or you could be fortunate to have agreeable tenants who rarely complain. Regardless, all complaints need to be handled the same. Taking care of each complaint in an organized manner will keep your tenants content. It will also help you avoid loss of revenue if they should leave and you have to fill the vacancy, as well as protect you against any legal issues. Here to help you are four ways you can easily resolve tenant complaints.
Address the Tenant’s Complaint
When a tenant contacts your property management company with a complaint, ensure you really take the time to listen and note the urgency of the problem. Let them know you understand the importance of the issue they are experiencing. If you are dealing with other things with higher priority and are unable to take care of their problem right away, be sure to let them know when they can expect the issue to be resolved. Respond with patience, and if it’s not a great day for you, take a little time to calm yourself before addressing their issue, but be sure you contact them within a day.
Resolve the Issue
Make the necessary repairs and respond in a timely manner. If you are unable to get the problem resolved within the estimated time frame, be sure to get back with your tenant and give them the new expected date of resolution. Many in rental management find it helpful to record the finished repairs using video. This way you have a dated recording of the proof of repair for your records.
Document All Aspects of the Complaint
From start to finish, document each complaint you receive. Note the time and date, make copies of any communications and retain those copies in the appropriate file. Recording phone calls can be helpful for complaints that escalate. There are recording services, such as Google Voice, available as an easy option. You’ll also want to let your tenant know you’ll be recording the conversation as a part of property management company policy. Document the date and time of each call, and of course, document the date their issue was fixed, as well as all steps taken to make the repairs, including contractors hired, receipts and any other details.
Check Back with the Tenant Later
It’s important to follow up with the tenant a week or two after the repairs are completed to ensure everything was resolved successfully and the tenant is pleased with the result. This will go a long way in the nature of a good will gesture, and happy tenants are more likely to renew their rental agreements. You’ll want to note the date and time of your follow up in your documentation as well.
If you are looking for rental homes in Georgia or property management services in the Decatur and Stone Mountain area, contact us. ALH Podland wants to make a difference for you.
Marina Shlomov, a managing partner at ALH|Podland Realty & Rental Homes Property Management is the author of many articles on Landlording, Property Management, and Real Estate Investing. A residential builder in the state of Georgia since 1999, Marina is an investor herself. Her tlanta property management company is intended “For Investors” and “By Investors” for a simple reason – she knows what investors’ goals are and she works hard to reach their goals. In her spare time, Marina likes to spend time with her family, friends, garden, read and travel. Check her out at www.alhpodland.com. You can find Marina’s articles and comments at @rentalhomesatl on Twitter, on Facebook, Google+, Blogger. and YouTube, Bigger Pockets and REI CLub and LinkedIn.