This article is brought to you by Rosalie Douglas, Real Mastery Consulting.
All too often tenants see things in a different way to either the agent or the owner.
Its important for job satisfication that we practise ways to avoid escalation of tenant issues.
Here are 10 top handy hints to help you.
1. Deliver the bad news quickly and simply (practice scripts and dialogues for this).
2. The 2 Email Rule.
– Email is not always your best friend! It’s simple
– if you have sent 2 emails without a solution -STOP!
– Pick up the phone as it may only take 2 minutes to sort out on the phone instead of emails flying back and forward. Then send a confirmation email after of course.
– An option may be to invite them to the office for a sit down meeting, or to meet again at the property if you believe that will assist.
3. Have another staff member make the next communication – another voice can make a world of difference.
4. Listening is the ultimate sign of respect and sometimes the tenant may be putting up road blocks simply as they feel they are not in a position of power. Let them talk and practice Active Listening techniques.
5. Key words – There are ways of asking questions that calm a situation. Use the TED Phrases. Start your question with:
Tell me
Explain to me
Describe to me
The response will be quite different.
6. Always be solutions focused. Don’t get distracted by things that are not relevant to today’s issues.
7. Be prepared to lose the battle to win the war. A small win on one issue may make them feel more empowered to come to the party on the big issues.
8. Have your documentation in order – before you make the next call. Photos are powerful persuaders.
9. Never call the person Mate, swear or raise your voice. No matter how they are reacting.
10. Take 3 minutes to plan your call.
– First Have a friendly opening planned
– Secondly Dot point the subjects you want to cover – this really helps you keep on track by having this written out in front of you
– Finally Plan how to close the call – what can you say to achieve your desired outcome.
This content was created by Rosalie Douglas of Real Mastery Consulting as part of a partnership with REIACT, and published in December 2019. The information referred to may change from the date of publication and care should be taken when relying on such information.
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