Customer service is a HOT TOPIC in all industries right now – and I say “It’s about bloody time!” Having spent the first 10 years of my working life in the Australian Hospitality Industry, I was absolutely shocked when I moved to London and encountered the British version of customer service (or lack thereof!). In all businesses, including restaurants, I found Brits to be detached and disinterested, and I very rarely felt welcomed into any shop or restaurant. If I hadn’t been well travelled, I would have put my observation down to naive patriotism for my sunny homeland. But I was right, compared to the countries I had already travelled in the world, British customer service sucked!
Working in the Australian Hospitality Industry, I learnt how having a strong foundation in customer service will bring success to any business. Many years later, I’m utilising those same restaurant skills within my HMO landlording business, and I see it leads to exactly the same benefits – customer loyalty, referrals and repeat business.
Customer Service isn’t just a thing you do once and forget about afterwards. There are actually many stages, or touch points, for the customer service ‘journey’.
Traditionally, the property industry puts a lot of energy into the sale (or rental), but then falls flat on serving beyond that point. But if you want to provide a great experience for your tenants, the real work starts, not during the viewing (or “sales” stage), but the moment you meet your new tenant to move them into their new home.
This post is all about that first customer service experience you give to your tenant. “The Welcome” touch point.
Here’s how to provide a professional, yet warm welcome, and set your tenant up for a pleasurable renting experience with you:
Be ready for your tenant
It sounds obvious, but I often hear about tenant’s experiences with other agents or landlords where the tenant had to wait for an hour or more for the agent/landlord to arrive. You can imagine how that would make someone feel. So the basics are:
- Arrive early
- Greet them warmly
- Make sure housemates are informed of the newbie’s arrival.
- Make sure the room is clean, fresh-smelling and ready for them.
- Make sure kitchen cupboards and fridge shelves are available for them and clean.
Establish boundaries
I talk about the importance of setting house rules in my post “How to set healthy boundaries with your tenants”, and now, at the beginning of their experience with you, is the best time to communicate these rules. Make sure you discuss:
- House rules
- Any additional info about the house like how to operate the supplied equipment and where you will find them
- Info on how to report maintenance issues, how to contact you and hours you are contactable
- Your bank details for the standing order
Instead of talking the tenant through lots of information at once, we deliver it to them in a ‘Welcome Pack’ which they can read at their leisure once they have unpacked and settled in.
Make them feel comfortable
Going the extra mile doesn’t mean you have to bend over backwards to deliver every need for your tenant. It simply means taking some additional steps that will help your tenant feel comfortable in their new home.
- Give them a guided tour of their home on move-in day
- Make sure you cover safety measures such as how to operate the fire alarm system, location of the fire blanket, call points etc
- Give them an Area guide and help settle them into the new area with ease
- Provide discounts and special offers at local businesses
- Arrange a pizza night to help break the ice with the housemates
Great customer service isn’t just one single action. It’s a number of actions, delivered consistently over a period of time. And it all starts with the “Welcome”. So give some attention to the way you welcome your new tenants to their home, and see if there is something you can do to make the welcome a little more comfortable or memorable for them.
Remember, there’s no need to go over the top. Basic gestures of consideration, care and respect, (injected with some Aussie-style warmth), are all that is needed to win on the customer service front.
Want more?
Did you know SenecaRooms offers HMO business consultancy services? We’ll help you improve the performance of your HMO landlording business – increase your profits, increase tenant satisfaction, and increase your freedom and enjoyment from the business too!
Book a free initial chat with us here: https://senecarooms.com/contact-us/