First of all, THANK YOU all for your kind, informative, and helpful answers. We really appreciate you all taking time to teach us, warn us, & encourage us!

Our next question has to do with how do you have your tenants notify you when they have a request for maintenance?

With dozens of "C" class tenants and properties, asking them to describe something, and during what they consider to be an emergency, is like pulling teeth from a crow, not going to happen. They can not get the words out that I can understand. Even when they manage to speak English. Think about it when they speak their native tongue? I understand several other languages but not at 5 words per second and in slang!

One tenant called at midnight saying they have a "flood". I asked where was the flood. They said in the kitchen. I then asked where in the kitchen. They said in the sink. I asked was the faucet leaking or the sink drain. It was the faucet was leaking water and going into the sink. I ask how much water. They said a lot! I asked them to put an empty coffee cup under the faucet and let me know when it fills up. They said that's going to take awhile, like 2 or 3 minutes.

i then went on to explain that this was not a flood or a leak, this is a running faucet that the water then goes down the drain. i do not need to come over now, a 1 AM. Instead I can come in the morning -- so long as you leave the sink drain open.

Then I asked them to text me a message now based on what they know. The next message said, "Robert, kitchen faucet leaking into the sink, water is going down the drain. Please come tomorrow to fix".

A form on my website

thenicehomepeople.net/request-for-non-emergency-repair.html

or by text or email

always call the office. Leave a message.

Also when the mman starts getting "honey do lists" while he's on site he is instructed to tell tenant call the office.

once the item is called in we use a 3W's form. (My own making)

WHO WHAT WHERE

WMH do you mind sharing it?

Dee Ann good questions.

Leigh,

A proper lease spells out in writing how you will amd will not accept service requests.

My lease is clear: fill oit tje simple form on our website. No other communication is valid.

The problem is when you get to court the evictee whines “I told him 5 times and he never fixed it”.

You cannot prove someone did not call. I CAN prove when they submitted a Service Request and how we fixed it within 24-48 hours.

In the end, however the tell you, WRITE A WORK ORDER WITH A DATE, and make the repair PROMPTLY. Residents don’t complain to a judge about unlaid rent, the complain about lack of repairs which makes YOU look bad in court.

After the repair, follow up by text and get them to reply as evidence “Joe, the repair says je got your furnace fixed. Is it running OK?” The reply is your evidence your res is satisfied.

Okay guys here goes.

I have been beat up by texting. Some of my tenants get into texting wars with me and I am a widow of 10 years and cannot handle it. So therefore I shut down the texting and I have implemented emailing or calling. They can always call and leave a message but it goes straight to my voicemail and then I will respond in a prompt Manor.

Wish it didn't have to be this way but I've had to shut down quite a few people from text. That way does not work for my clientele. Most unfortunate.

I'm always open to suggestions. I'm going to go back and read all of the responses to this topic. What a great topic! Thank you so much Mr. Landlord.

I get you're on your own except for those you gave your number too-- who NOW think they own you.

Go to AARP and get there 25 phone and plan. use that for your business phone.

Get an answer machine and caller ID box. NEVER pick up a phone that you don't know whos on the other end or of anyone not family.

Robin to be FRANK you have tried to take the EASY way out by texting and you have found IT'S NOT. I see so many here using it and cringe.

2nd and even more important then a different phone suggestion.

YOU ARE THE BOSS--YOU ARE THE OWNER. don't take crap from any one-- especially tenants. 3rd your clientele is no different then any others-- if you have the words door mate on your forehead!!!! and take abuse-- then sell cause these sharks smell fear in the water. A few "who do you think your talking to" comments will put you back in front.

Non-emergencies report by email.

I ask my tenants to text me so I won't forget their request.

My court will not accept digital evidence, as in a cellphone or CD, or USB memory. Only PRINTED material they can scan into the case file.

With free Google voice I can easily print out the entire conversation or just the latest texts.

We do this from a desktop computer and keyboard but the whole thing also shows on my phone so I can watch for responses when out in the field.

Once they sign the lease we start a new text thread with ALL ADULTS on the one thread. This solves the confusion of spouses or roommates not knowing what we discussed.

BRAD

I counsel sooo many LLs who have complaints from residents, bad reviews, or trouble in court due to ONE THING...

slow or no response to service requests.

No matter how you bring in the request, make a note of it for your records and GO FIX IT NOW!

Then document that it was fixed "within 24-48 hours".

Put yourself in their shows - paying good money but having to deal with something broken.

Many people RENT because they want SOMEONE ELSE to take care of the place.

I believe SERVICE is the number one reason for good referrals.