Las Vegas Property Management Blog, the G-Gram

Are you offering enough customer service to your tenants? If not, it's time to hire a property manager

George Trombley - Monday, March 4, 2019
Property Management Blog

If you own rental properties in Las Vegas or elsewhere in the United States, customer service is one of the keys to success with owning those rentals because your tenants will ultimately need help or assistance and if they are able to get the help that they need, they will be unlikely to renew their leases.

Don't Underestimate The Power Of Customer Service

Customer service is often the most overlooked key to balancing these two perspectives. How do you create value for tenants while also increasing ROI for owners? You start with quality customer service for the tenants. Response time, value and professionalism are key factors for a property management organization.

We all know some of the most common customer complaints: they never called me back or I never heard from them. I remember calling property management companies and leaving voicemails trying to schedule showings for my first office. It took months and the response rate was extremely low. When they did respond, it was usually days or weeks later. This experience taught me a great lesson. Simply answer the phone and you will have a competitive advantage as a business. This is why Nexus Property Management Franchises all have 24/7 live answered response lines. When a customer has a question or an issue, any waiting time will only have a negative effect on the relationship. As a property manager you want to have rapid response times, provide constant updates and follow ups to your  tenants. Overcommunication is the best practice for all parties.

When making a purchase, most people review the available options, weigh the pros and cons of each choice and look to make a decision that results in the best value. Tenants do the same thing when searching for a rental home. They will look at the available properties that fit the basic criteria and then pursue the best perceived value. This means that landlords are always in competition with other landlords in the area. Essentially, landlords are providing a product and tenants are purchasing that product. To be a successful real estate investor, you need to provide value with a quality product that will attract quality tenants. This will increase your chances of achieving above average returns through high rents, long term tenancies and reduced turnovers.

Inexperienced landlords will attempt to rent units in below average conditions, put off repairs and look to avoid investing time and money into property improvements or tenant relations. This is common and creates a cycle of short tenancies, evictions, vacancies, lost revenue and declining property value. Experienced real estate investors and property managers look to improve the condition of properties and improve tenant relations with equal treatment for all residents.

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To learn more about the property management services we can offer you contact us today by calling us at (702) 903-3556 or click here to connect with us online. 

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