Interesting Customerservi (by Smokowna [MD]) Sep 29, 2020 7:37 AM
Interesting Customerservi (by RB [MI]) Sep 29, 2020 8:04 AM
Interesting Customerservi (by 6x6 [TN]) Sep 29, 2020 8:54 AM
Interesting Customerservi (by myob [GA]) Sep 29, 2020 9:57 AM
Interesting Customerservi (by Deanna [TX]) Sep 29, 2020 10:52 AM
Interesting Customerservi (by Jason [VA]) Sep 29, 2020 11:00 AM
Interesting Customerservi (by Nicole [PA]) Sep 29, 2020 11:38 AM
Interesting Customerservi (by myob [GA]) Sep 29, 2020 12:04 PM
Interesting Customerservi (by Allym [NJ]) Sep 29, 2020 1:19 PM
Interesting Customerservi (by RentsDue [MA]) Sep 29, 2020 5:26 PM
Interesting Customerservi (by small potatoes [NY]) Sep 29, 2020 5:44 PM
Interesting Customerservi (by Smokowna [MD]) Sep 29, 2020 7:56 PM
Interesting Customerservi (by Dee Ann [WI]) Sep 29, 2020 11:04 PM
Interesting Customerservi (by Smokowna [MD]) Sep 30, 2020 10:11 AM
Interesting Customerservi (by Ray-N-Pa [PA]) Sep 30, 2020 6:41 PM
Interesting Customerservi (by Smokowna [MD]) Posted on: Sep 29, 2020 7:37 AM Message:
Hello all, Some landlords prefer to have limited contact with their teni. Others have created reasons to periodically reach out and check in.
An auto shop shared an interesting perspective. In order to climb the ladder and shed cheaper customers keeping only more proactive owners on their books they approach oil changes in this way.
Rather than an oil change, they are doing a 3,000 or 5,000 mile service.
You can imagine this means a higher bill to the car owner because they are likely to spot other things the car needs.
In the case of this shop, they don't fabricate problems, just simply report back that " Your brakes should be changed out on the next service" or " the exhaust is not leaking but there is excessive rust, Don't worry now, but plan ahead".
Here is what interested me. One of the managers was not making follow-up calls after the cars were serviced and a week had passed. The idea was that these calls were absolutely necessary to complete the whole service. To double check with the car owner that everything was working well or a noticeable improvement. An opportunity to answer questions. Only then was the service complete.
In my land lording, I send out emails or a text to teni just to check in. I'll add what I'm doing lately (Working mostly outdoors, "working not far from your house", or some other trivia).
Being human....I only write to some of the teni. I'm wondering whether I should be reaching out to more of them.
In this day and age, do teni expect more of this? --108.28.xx.xxx |
Interesting Customerservi (by RB [MI]) Posted on: Sep 29, 2020 8:04 AM Message:
No.
Find a life (outside) of Land lording. --199.192.xxx.x |
Interesting Customerservi (by 6x6 [TN]) Posted on: Sep 29, 2020 8:54 AM Message:
I would guess, for the most part, that most tenants would prefer less involvement but quarterly maintenance checks are a must in my book. The same as preventative maintenance on a vehicle. --73.120.xx.xxx |
Interesting Customerservi (by myob [GA]) Posted on: Sep 29, 2020 9:57 AM Message:
I look at this differently. As a mechanic I say -- put a mark on that oil filter before going in for service. Chances are they ain't gonna change it--- fact I've caught several.
Parts-- I want old parts. 6 plugs on a V-8 don't get it and an air filter NOT from my car doesn't either. How about those worn shocks they changed? They, the mechanic, wire brushed the old ones-- sprayed gloss paint on them and charged you 250.00. Let them do SERVICE and your credit cards will get maxed.
In this instance for tenants they have my number AND I HAVE THEIRS. (or should) --99.103.xxx.xxx |
Interesting Customerservi (by Deanna [TX]) Posted on: Sep 29, 2020 10:52 AM Message:
Interesting.
People generally prefer me to be something faceless that runs in the background--- a necessity that needs to be tended once a month, like the electric bill or the gas bill--- but not something they actively care to cultivate involvement with, or solicit involvement from.
I find it the most with the air filters. Air filters need to be kept clean and changed, so that we have air conditioning when it's 120* outside, and heat when there's snow on the ground. So we both have a mutual desire to keep the systems functioning.
I first started off-- "Go ahead and change the air filter every 90 days. Buy the pleated kind. Put your initials and date on the edge of it with Sharpie and zap me a text."
But that didn't work out.
Sometimes I'd shoot a text. "How's the air filter?"
Invariably, the answer comes back, "Great. I just changed it last week." And I'd say, "Zap me a photo for the file, please." And of course, it never comes back. I get the house back... and yeah, those air filters haven't been changed.
So now, I tell my new people that I'll be responsible for coming by and changing the air filters. 9 times out of 10, when I give them their 24-hour notice, they'll say, "Oh! We just changed it, so don't worry about it." Or at least signing, it might be, "Oh, we'll take care of it." My favorite one was the guy who actually worked for an HVAC company... I thought I could trust him, but nope.
So, just based on that, I'd say that there's a solid preference for me to stay out of people's lives as much as possible... and it makes things tough, to tell the difference between responsible people who aren't in need of monitoring, vs people who really need me to keep a closer eye on things before things turn into an anecdote. --137.118.xx.xxx |
Interesting Customerservi (by Jason [VA]) Posted on: Sep 29, 2020 11:00 AM Message:
I've never once had Verizon call me to chit chat. Verizon is a business, be like them. --73.177.xxx.xx |
Interesting Customerservi (by Nicole [PA]) Posted on: Sep 29, 2020 11:38 AM Message:
I don't go to the dealership for serve but rather a small local shop. Have gone there for 40 years. He has always told me those things - "you won't make it a year on those brakes but you're goo for a while", etc. I just had new brake lines put in my truck - he said they'd last for a while yet but were on their way out. I got them that day so I didn't have to think about it again.
I REALLY dislike what I call "busy work" and I would think a general follow up phone call would be just that and I would actually tell him don't do it ... or else !!! --72.70.xxx.xxx |
Interesting Customerservi (by myob [GA]) Posted on: Sep 29, 2020 12:04 PM Message:
ONE biggie I forgot always tell the service tech -- never ever never EVER put your screw driver into where my brake pads are. They do this all the time and it marks the rotors and usually chips the brake pads. --99.103.xxx.xxx |
Interesting Customerservi (by Allym [NJ]) Posted on: Sep 29, 2020 1:19 PM Message:
I recall a friend had a Honda and he always had these prolonged services where they checked this and that and always replaced something and he paid for it. I think they were trying to advertise that the car ran for ever but what was happening was that my friend was buying a new car piece by piece. That was in the early 90s. May be different now. I smashed my side mirror on my subaru and have called three times and the new one has not come in and it's been six months. Subaru is within walking distance and that is why a bought a couple. --71.104.xx.xxx |
Interesting Customerservi (by RentsDue [MA]) Posted on: Sep 29, 2020 5:26 PM Message:
Sounds like JiffyLube. They try to up sell everything. I ‘M surprised they don’t try to sell parts for my green tree air freshener. --68.118.xxx.xx |
Interesting Customerservi (by small potatoes [NY]) Posted on: Sep 29, 2020 5:44 PM Message:
when I first took over from the PM the tenants I had would be wary of me reaching out to them. Problem is they were not reaching out to me either and letting minor maintenance issues snowball. Once they saw I actually repaired things, they started to reach out more. Now w/ tenants I have all screened, I have clear communication. Some will still think it's odd to hear from the LL. Most appreciate that I check in about the filter, sidewalk salt, etc. Fortunately I have less maintenance issues because I've updated units. If I see a tenant in the grocery, it's friendly, and I say call if you need anything; and they don't look at me sideways. --24.194.xxx.xxx |
Interesting Customerservi (by Smokowna [MD]) Posted on: Sep 29, 2020 7:56 PM Message:
Thanks for your replies. The green tree air freshener comment was especially refreshing.
Presently, I'm under the impression that I need my teni to send me more referrals. I'm comparing prices of other rentals and I believe I have my prices set higher than the competition.
I'm going to step up the customer service another notch and see whether that produces results. My prices are already adjusted down from my all time highs.
As always, Thank you very much for taking the time to add your thoughts.
" What? ...We just changed the string on the air freshener. How could it be worn out so soon?"
--108.28.xx.xxx |
Interesting Customerservi (by Dee Ann [WI]) Posted on: Sep 29, 2020 11:04 PM Message:
We are friendly with all our tenants, but have decent new tenants in one building that acknowledge emails or texts, but otherwise would like to be left alone. So we'll do necessary and proactive maintenance so everything works as it should. Most of our tenants expect we change the air filters, etc.
Some tenants just text to tell us personal good news in their life, like an engagement or I'm a grandma! These kind of things are nice, especially during COVID when I feel quite isolated. Maybe they do too; I always congratulate them. One tenant alway sends her rent with a card...she likes personal attention; I need to catch up with her soon. It's these times I may hear something alerting me to whether they could be moving when the lease is up or earlier. I was alerted early when during a friendly conversation she mentioned she was looking for a house. I also notice the ones who like you to reach out take much better care of their places. --75.11.xx.xx |
Interesting Customerservi (by Smokowna [MD]) Posted on: Sep 30, 2020 10:11 AM Message:
Thanks Dee Ann, I doubt any of my teni think that I'm around too much or contact them too often. Generally speaking they are happy to see me.
If I could, I would never see them....however I know that I need to check in with them and see whether there is anything I can help with. It is a non-invasive procedure.
I collect through VENMO, and I have the option of commenting on their payment. I may begin to add "Thank you"...but, I hesitate because that adds work to my day. Whereas a random unscheduled text or email can be done at my leisure.
My teni mean a lot to me, so I put loads of thought into this.
--108.28.xx.xxx |
Interesting Customerservi (by Ray-N-Pa [PA]) Posted on: Sep 30, 2020 6:41 PM Message:
I am with RB......
This time of year - get in the car and drive. Do some leave peeping - they will be gone before you know it --24.101.xxx.xx |
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