Thank Your Tenants - 7 Key Times to say Thank You

"Please" and "Thank You" are two of the most powerful phrases in property management (and in life!).  A good tenant relationship can be the tipping point between someone renewing their lease at your property or moving to a new location.  We all know that finding a new tenant and getting an apartment or suite ready for someone new can be extremely expensive.  It is much less costly to keep the tenants you have. So here are seven key times when you should thank your tenants:


1.  When they pay their rent (Every single time!)
Whether they pay on time or they are always a few days late, it is important to thank your tenants for paying.  This provides positive reinforcement for them doing something you want (or need) them to do.  It also gives them a confirmation that their rent has been received.  This could help a well meaning tenant to catch when there is an issue before you start sending late notices.  A small accounts receivable report is a sign of a good property manager.

2. When they give you a referral.
It doesn't matter whether the referral actually signs a lease or not.  The simple act of giving you a referral is a huge compliment to your team and your property.  Unhappy tenants are not likely to tell their colleagues, friends, and associates that they should lease from you.

3.  When they give a complaint.  
A complaint is nothing more than an opportunity to provide great service.  Studies have shown that how you respond to a complaint is key in the perception of your customer service.  Someone who complains is someone who cares and a good property manager should always thank tenants for caring about the community they live or work in.

4. When they turn in a maintenance request.
Every maintenance request is one less item the maintenance team needs to identify themselves.  Tenants who are alert and aware can help you identify small issues before they become big issues.  For example, I know of a tenant who was complaining about an air-conditioning unit making a weird buzzing noise.  Sure enough, when maintenance investigated there was a major issue with the unit and it could have gone out at any time.  Because the maintenance team was aware of the issue, they were able to order the parts needed to fix the unit before it failed completely.

5.  When they have been quiet for too long.
A quiet tenant can mean one of two things: either they are satisfied and have no issues or they have issues and no longer think you will do anything about them.  A quick note to say thank you and ask how they are doing could be critical in breaking the silence and opening the lines of communication again.

6.  When they give you a compliment.
It is almost always appropriate to say thank you when a tenant is giving you a compliment on your service, your staff, or your community.  This could also be a great time to get a testimonial from the tenant to use in future marketing efforts.

7.  When they offer comments or suggestions.
Similar to a complaint, someone who is making comments or suggestions is someone who is showing that they care about what is going on at your property.

This is my list of 7 key times when you should say Thank You to your tenants.  When do you say thank you?  Add your suggestions to the comments!