The DC area real estate market is super competitive, providing lucrative opportunities and challenges for commercial property owners.
One area of paramount importance is the management service you provide. Tenants believe in being treated very well, and they’re willing to pay for great service both in dollars and loyalty.
The following tips help you improve your building’s management tenant service and occupancy rate.
Be Super Responsive
Tenants want to feel valued. Putting off their requests or being slow to respond makes a tenant feel their issues are not important. Treat every issue as a priority, no matter how frivolous it may seem. Don’t hide behind policy, but be clear in every communication that their satisfaction is important.
Some tenants want to pick up the phone and talk to someone right away. Filling out a cumbersome form or submitting a request online might not work for them. Other tenants appreciate having the ability to quickly submit a service request on their mobile phone or through social media. One caveat with this: if you provide multiple options for tenants to communicate with you, be sure to monitor every channel to avoid missing an important request.
Empower your employees to take ownership of tenant complaints. While multiple parties and even vendors may need to be involved, create a central point of contact to avoid overwhelming the tenant with the different parties responsible for resolving the issue.
No tenant wants to be blamed for the problems they experience, even if they are responsible. Even the most difficult tenant wants to be treated with respect. Listen first, ask questions next, then make a commitment to resolve the issue. Be upfront if they will incur a charge, but be respectful about it.
Make a point to have regular contact with your tenant, even when there are no service issues. Find out their preferred method or methods of communication. In person conversations and phone calls give a face and voice to your company, reminding tenants that there is a real person looking after their needs.
Going Above and Beyond
Extra Facilities for Tenants
In addition to the office space, make shared areas available to your tenants such as a front desk, kitchen and breakroom, fitness facilities and on-site childcare. These should be clearly spelled out in your lease, as well as any additional charges.
Parking is Golden
You have a serious advantage over the competition if you can provide parking for tenants and their guests. DC is known for expensive and scarce parking, so any relief you provide will put you miles ahead of other properties, especially for retail establishments.
Special Services for Tenants Provide Additional Income Opportunities
Just as extra facilities for tenants make your building more attractive, services do the same. Coffee and catering, security, document shredding and concierges allow you to charge premium prices. As with facilities, spell out additional services available and include all costs in your lease.
Don’t Skimp on the Basics
While it should go without saying, keeping up the property is the minimum you can do to keep tenants happy. You should also be constantly looking for ways to make improvements that will save long-term tenants money without draining your wallet. Going green and energy efficiency are primary concerns.
Being a great property manager takes a combination of empathy, patience and thoughtfulness. Follow the above guidelines to provide your tenants with a superior experience. If you’re overwhelmed with a crowded portfolio, hire a professional property manager to keep your tenants satisfied.