As an owner, you likely know that your prosperity hinges upon your ability to create a personalized experience for new and existing tenants. However, developing a strategy to accomplish this goal is not always easy for busy commercial property owners who often struggle to find the time to manage multiple aspects of their investment.
In real estate, empathetic, patient customer service is a prerequisite for success. In this blog post, we will share five strategies that will help you provide your tenants with the best personalized experience – turning them into your most loyal tenants yet.
Let empathy be your guide
Having empathy means having the ability to put yourself in someone else’s shoes and understand what that person is feeling. No matter the circumstances, a real estate transaction is a big deal and it’s always personal. Whether you have to deliver bad news, or you feel like a tenant is being a pest, take a step back and put yourself in their shoes. Empathy not only helps you to relate to your tenants, but feeling empathetic will also help guide your ability to communicate, problem-solve, react and at the very least make your tenant feel understood.
Be engaged & responsive
Tenants expect immediate follow up. In commercial real estate, aren’t treated like an organization with business hours – you will get calls and e-mails after hours and on weekends.
The key isn’t necessarily being available to answer emails at 1am. Instead, the key is reacting in a timely manner – and if you don’t have all the answers don’t leave your tenants hanging. Keep them updated and try to give accurate timeframes whenever possible. Make it a priority to follow through when you say you will. Personalized and real-time tenant experiences are critical to differentiating yourself from competitors.
Remember A,B,C – always be communicative
Good, clear communication is highly underrated but also a key element when it comes to personalized customer service. How you communicate and how well you communicate will leave a strong impression on your tenant. Taking time to construct a thoughtful, well-written e-mail or calling instead for more important discussions will give your tenant great comfort that they are in good hands.
Go the extra mile
Give your tenants a “wow” moment whenever possible – and keep in mind that wow moments don’t have to be complicated. They can be as simple as providing additional information that was not requested. Trust us when we say your tenants will appreciate you taking the time to do so.
Show your appreciation
A tenant’s experience is where business is going to be won or lost. Make sure your tenants feel appreciated for choosing to work with you.
An example: a handwritten “thank you” note always makes a great impression. To show true appreciation let them know why you enjoy having them at your property. There are countless ways to make your tenants feel special but small acts of kindness such as this one, can go a long way in building personal and professional connections with your tenants.
Conclusion
The power of personalized management cannot be understated; however, a personalized experience does not unfold on its own. Regardless of time or location, channel or media, device or person, personalization should be a part of the ongoing interactions occurring between you and your tenants. The principles and best practices we’ve offered above will put you on your way to building a superior level of personalized service, thereby creating loyal tenants and generating word of mouth marketing.
