Tenant Miscommunication

Communication is on of the single most important thing we do as property managers. And how you communicate will determine how succesful you are at your job. Here are some common pitfalls.

Be friendly, not friends

Keep your conversations focused on property-related matters and respect your tenants personal space. You can be friendly, but remain professional. Tenancy is a business relationship between landlord and tenant, and as the landlord you need to set the tone. For example, keep your conversations focused on the property and tenancy related topics. Any personal information should be topical and initiated by the tenant.

Do not invite tenants over for dinner or try befriending them even if you feel like there is a connection. Becoming involved personally with a tenant is problematic and confusing. It creates a situation where tenants and you might feel conflicted about remaining accountable to the lease. By maintaining professionalism, you create clear boundaries that make your tenant feel respected and comfortable.

Be cognizant of the Situation

Another misstep is bringing up sensitive topics like rent increases at the wrong time. It’s unprofessional and may feel retaliatory if after making minor repairs, you casually mention a looming rent increase. Rent increases are stressful events as tenants will have to accommodate the increase. Keep rent-related discussions separate and professional. A good rule is to discuss the issue at hand, for example if you are wrapping up repairs highlight that and go over any other repair related concerns.

Don't show up Unannounced

Always provide tenants with proper notice, as required by law, when you need access to the property. As tenants they have right of posession, and you need to be respectful of that. Even a "quick" drive-past can be seen as lurking about, which can create anxiety and feels intrusive. Use a communication channel like text, email or call direct to work out the details of your arrival. With today's technology there really isn't a good excuse for showing up unannounced. And follow that up with proper documentation both for your records and the tenants.

Also, use direct and curteous language that provides context for the communication. Sending a text message like “we need to talk” without any context, can cause anxiety and it's not actually useful. Instead, if there’s an issue with maintenance, say, “I’d like to discuss scheduling a repair for the dishwasher.” This sets a clear expectation and prevents confusion. In general, limit your communication to tenant and property management related matters.

Say no to Social Media

Social media is not where you should be communicating with tenants either personally or professionaly. Even if you have a business social-media site like Facebook pages, all communication should be done directly with the tenant through approved channels of communication like phone, text, email, ideally tenant portals, and yes snail mail (USPS). Bottom line, stay off social media with your tenants. It's too easy to accidentally post personally identifiable information publicly about your tenant that can cause problems for both of you.

Don't panic, remain calm.

Lastly, learn to deescalate tense situations. If the tenant is agitated, respond calmly and without tone. Let them be upset, don't let negative energy affect your demeanor. Avoid name calling and blaming language. If the water heater isn't working, they may be genuinely upset and that's ok. Assure them that you are moving as quickly as possible to remedy the situation and keep them in the loop. If the tenant ran their car through the garage, which has happened to me, you have to remain objective. Focus on securing the garage (health and safety) and getting it repaired as quickly as possible.

Hope some of these tips help. Feel free to reach out to us if you have questions or leave a comment.

Disclaimer: The information provided in this blog is for general informational purposes only and does not constitute legal advice. I am not an attorney or legal professional. While I strive to ensure accuracy, the content may not reflect the most current legal developments, and it is not a substitute for legal counsel. You should consult a qualified attorney for advice regarding your specific situation. Use of this information does not create any attorney-client relationship and does not offer any guarantees, assurances, or protections from legal liability.