6,000Units Under Management
Less Than 1% Eviction Rate
Avg. Time Rental Is on Market 23 Days

The Key to Great Service in Property Management

Customer service is one of the most important aspects of running any business. If customers do not feel their needs have been addressed or their concerns heard after a service or sale, the business will not likely see returning customers. Similarly, if customers cannot quickly access solutions to problems or concerns, they will likely grow frustrated and seek assistance elsewhere. As such, it’s important to focus on great service in property management to ensure you meet your tenant’s needs. Today, we’ll go over the importance of great service in property management and how to improve your rental business.  


Importance of Great Service in Property Management

Investing your time, money, and other resources into your property management customer service is crucial to growing your property management business within this competitive industry. After all, tenants seek excellent renting experiences and want their needs to matter while living in a rental property. As such, addressing underperforming aspects of your customer service to improve client engagement can help you increase revenue without making additional property investments.

So, whether you’re a landlord or property manager in Philadelphia, it’s crucial to consistently adapt and work toward great service in property management. Read on for some practical property management tips about boosting your customer service skills from average to exceptional.

  • Improve Your First Impression
  • Resolve Tenant Complaints Quickly
  • Remain Transparent and Establish Good Relationships
  • Use Tenant Feedback to Your Advantage
  • Put Clients First to Maintain Tenant Relationships

Improve Your First Impression

As with any other industry, great customer service and experience begin with your first impression. First impressions tend to stick in a client’s mind and influence future decisions. Thus, any potential client experience with your company begins long before you meet.

Address Your Online Ratings

Today, technology – including social media and online rating systems – influences customer impressions before they can experience your customer service. Most people research companies before doing business, usually while narrowing down company contact lists. Ensure your company has honest, positive reviews and Better Business Bureau ratings that potential clients can view.

Optimize Property Management Software

Allowing prospective tenants to schedule appointments and showings on your property management software can speed up the scheduling process and make it nearly effortless on the client’s end. The client will benefit from access to your entire availability and can find an appointment time that works with no phone call necessary.


In addition, most services can send notifications or reminders to your clients, assuring them they are front of mind while showcasing your technology.

On the day of the showing, your customer service skills should shine. Ensure you are on time (or early) and come prepared with a wealth of knowledge about the property. Be attentive to your client’s needs; if the current property doesn’t meet those needs for one reason or another, suggest a different property that may be a better fit. Overall, show interest in your client – ask questions conducive to building a future relationship and remove all distractions, including your cell phone.

Resolve Tenant Complaints Quickly

Customer issues and complaints are the most common subject of negative reviews and comments about your business. That said, it’s crucial to address tenant complaints quickly while remaining professional throughout all communications. Additionally, once you receive feedback about potential issues with your rentals or business practices, use the feedback to your advantage.

Look for Trends

Before attempting to address your current tenant complaints, it is essential that you know the most common complaints your company receives. Which areas of service most commonly result in complaints? What systems can you create to address these situations before tenants have a negative experience and leave a bad review? Approach each tenant complaint as a learning experience to guide you toward reducing negative experiences in the future.

Automation is Key

Utilizing your property management software and common office tools at your fingertips can help you improve your response times when a tenant is unhappy.


Speedy response times reassure your tenants that you care about their issues and help turn a negative experience into a positive one.

Utilizing property management software with a resident portal allows rapid, detailed maintenance scheduling that can assist you in responding much more quickly. In addition, office features such as phone rerouting when you’re out of the office or setting up a message to list an alternate point of contact can improve tenant confidence that help is on the way.

Remain Transparent and Establish Good Relationships

Just as each of your managed properties is different, each property owner is different as well. Remaining transparent can help you improve your relationships with each owner and streamline your communications.

Establish a Personal Relationship

Be transparent and personal with each of your owners – know what items and aspects of homeownership each truly cares about and adjust your responses accordingly. To achieve this, be sure to take detailed notes regarding owner preferences and keep them in mind when discussing home information.

Utilize Property Management Software

Software is one of the best property management tips when it comes to dealing with property owners. Utilize a management system with an owner portal so each owner can access documents relating to their property. Also, set up triggers to keep owners in the loop regarding maintenance and use the software to document all instances of concern, including late rent and eviction proceedings and documentation.

Use Tenant Feedback To Your Advantage

Although viewing negative feedback is never pleasant, it’s a great resource for determining which aspects of your business need addressing. No matter what the source of your feedback is, do your best to approach it positively.


Respond to Reviews

If you encounter a negative review on Google, Facebook, Yelp, or any other site, respond to it as quickly as possible. Never engage in an argument with a tenant or prospective client online. Instead, stay calm, stay positive, and apologize for any negative actions on your or the company’s part. Then, offer contact information so you and the tenant can resolve the issue privately.

Use Resident Surveys

Resident surveys offer your tenants a way to notify you of areas of concern and improvement. You can automate these surveys to roll out after move-in, move-out, or completion of a work order. Use the information provided in these surveys to address potential concerns and identify potential employees of them or other issues moving forward.

Put Clients First to Maintain Tenant Relationships

Although customer service is essential in any industry, putting clients first in the property management industry is key to creating the strong relationships necessary to maintain an active business and promote growth. The industry is continuously evolving, including introducing new technologies and automated processes. However, you can utilize these technologies to strengthen relationships and improve customer service. As long as you have the right tools in place to put your residents and owners first, your business will succeed.

Need More Advice? contact us today!

If you’re feeling overwhelmed and don’t have time to manage all the details that go into property management customer service and maintaining healthy client relationships, contact Bay Property Management Group in Prince George’s County, and we’ll take care of them for you. We offer comprehensive rental management services in and around Baltimore, Philadelphia, Northern Virginia, and Washington, DC.