Whether one is the manager of a commercial or residential property, the importance of a strong relationship with the property’s tenants cannot be overstated. Having strong tenant relationships will attract new renters and keep one’s renter turnover rates down. Plus, having a strong relationship with one’s renters can even help with property cost management—after all, satisfied tenants will be more conscious of how they look after and take care of the property they are occupying.

The pertinence of good tenant relations becomes even more evident when one looks at the current “rental landscape” in the United States. Industry statistics say that approximately 35 percent of American households are living in rental units at the present, giving this area even greater weight.

But how does a property manager maintain, let alone develop, a strong relationship with his or her tenants? Below, we examine four proven tips for successful relationship development and nurturing.

Tips for Good Tenant Relationships

• Implement customer service-oriented practices for your property management. If applicable, encourage your staff to adopt a strong “customer service attitude” in their actions as well. As is the case with businesses in other industries, having a strong customer service model in place will be crucial for your long-term profitability. After all, showing your tenants respect, and taking action to demonstrate that respect even after they have moved in, will keep your renters happy in the long run. They will be more likely to stay, more likely to be more conscious of obeying guidelines and rules tied to their rental, and more likely to refer friends to your property as new renters.
• Get everything in writing and stay organized. Because property rentals involve a slew of dynamics which can turn into pesky legal issues down the way, it is critical to document everything. Having a paper trail for quick referencing, staying on top of your property management duties such as notices, and dealing with any prospective legal issues is essential. Some of the things you will want to have documented include: hard copies of rental checks and payment records; documentation of tenant complaints or property issues; records of any notices issued against renters; and more. Aside from being prepared for any legal trouble, having documentation on hand and quickly accessible will pay off dividends in your being able to effectively manage your property.
• Be open to suggestions from your renters. Implement changes where they are needed or where things can be improved for greater renter satisfaction. Naturally, being open to suggestions that your renters make, and implementing those suggestions when it is good to do so, will be one of the most crucial focal points for a strong landlord-renter relationship. Be open to implementing and maintaining a robust “tenant suggestions process” by which you can actively gauge your renters’ satisfaction and grievances as well. Making efforts to learn what will keep your tenants happy, and then implementing those changes when relevant, will have a huge impact on your renter retention rate.
• Be prompt in addressing legitimate renter complaints. A good property manager-renter relationship will be just as beneficial to the renter as it is to the property manager. If you take the initiative in identification of renter complaints and their resolution, your efforts will strongly contribute to healthy tenant relations. Have protocol in place for dealing with issues that appear with greater frequency. Also, be sure to train your staff in best customer service practices when it comes to interacting with property renters, and be sure that they implement those practices. Doing so will produce strong short-term yields and great, long-term relationships between you and your property renters.