Clear and strong communication is the foundation of all good relationships, including your tenants. Amazing communication can make the difference between a positive and negative experience, which also has an impact on your property’s profitability. For example, if a tenant feels unheard or gets emotional over something that escalates, and they feel slighted enough to get revenge, you could end up with serious damage or worse – a gutted home.
In a perfect world, tenants would be cooperative, stick to the lease agreement, and pay rent on time. In the real world, there will be times when that doesn’t happen, and clear communication is the key to resolution. Here’s how you can maintain clear and direct communication with your tenants in Austin, Texas.
Your lease can do a lot of communicating for you, which is why it’s crucial to have clear and specific lease terms outlined for every tenant. When it comes time to talk about something in the lease, the clarity of the agreement will make communicating easier. For instance, if you need to discuss a lease violation, you can simply point to the terms in question and it will be clear to your tenant that they need to change something to become compliant.
If you don’t have specifics outlined in your lease, you could end up getting into petty arguments with your tenants over what they think you meant about certain terms, and it will just be messy.
Communication can devolve faster than usual when you try to address a situation that has been going on for a while. People tend to become more upset when you address a problem from the past and they can get quite defensive and adamantly opposed to whatever you’re asking them to stop doing. In their mind, if there was really an issue, you would have brought it up earlier. If this happens, your tenant might feel like you’re not honest or you’re trying to play games. This is just one reason you need to respond promptly to issues as soon as they arise.
The other reason to address issues fast is to cut things off before they become bigger problems and to never let your tenants think they are in control. Maintaining clear communication requires asserting control over situations by being direct and to the point. Your tenants may not like being called out on things like lease violations, but they will learn to respect you if you are clear and direct.
Being a successful property owner or property manager means effectively communicating with your tenants through multiple communication channels. Great communication skills are key to addressing maintenance requests and lease violations promptly, which not only reinforces your authority but also builds good landlord-tenant communication that prospective tenants will appreciate.
No matter how heated things may get in the moment with a tenant, never escalate the situation. If they’re emotionally triggered and coming at you with harsh words, don’t engage them at all. You’re probably not going to get them to calm down when you’re the person they are upset with. Calmly request that they send you an email or a letter and remove yourself from the situation. Follow it up with an email letting them know you understand they have something to tell you, and ask them to please direct it through the proper channels, whatever that may be for you.
Written communication gives you something tangible to fall back on when there’s a misunderstanding. It’s also necessary for following the law regarding lease violations and evictions. For instance, say you find out your tenant has three dogs when the lease states no pets are allowed. Send them an official paper notice right away that they need to correct the lease violation or vacate according to your state and local laws. Once you send the notice out, it’s your choice if you want to call them or not. Don’t make a phone call your only communication because that won’t hold up in court if you are pursuing an eviction. And if you do end up in court, you’ll have the paper to prove when you delivered it to your tenant.
Communicating via text is fast and easy, but it’s not good for important things. You never want to get involved in a situation where you’re having a misunderstanding over text with a tenant, especially since many states have passed laws that consider the content of text messages binding contracts. The flow of your text messages might look like you’re agreeing to something you aren’t, or you might agree in the moment and change your mind after you’ve given it some thought.
It’s best to avoid texting with your tenants and require them to call you, send you an email, or mail a letter.
Never accept a request from a tenant verbally. It’s okay if they want to call you to initially request something to discuss the details, but require them to follow a specific process that involves filling out a form either online or on physical paper. You need a paper trail, even if it’s just electronic. If there’s a disagreement about the request later, you never want to rely on your memory, your tenant’s memory, phone conversations, emails, or text messages to resolve an issue. For example, if a tenant is requesting a reasonable accommodation, it’s crucial that you follow all Fair Housing laws related to their request.
Having a paper trail also protects you against fraudulent lawsuits. If you don’t have proper documentation and your tenant sues you for denying a reasonable request, it will be hard to prove what the tenant actually requested and what your response was.
For instance, say they asked you to pour concrete around their entrance over uneven dirt, but it would have imposed an undue hardship on you because of the high cost. Instead, you offered to bring in a portable ramp that covers all the uneven dirt that would have allowed them easy access into their unit.
However, in court, they might claim you denied the request and never offered an alternative. Without a formal process, it will be your word against theirs, and judges and commissioners usually side with tenants.
As the premiere property management company in Austin, we help property owners build and maintain profitable rentals so they can focus on the more important things in life. Whether you’re interested in a full-service property management package, or you’d just like help with a few things, we’ve got you covered. Contact us today for a free property analysis to learn more.
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