When interviewing a tenant, a property manager should choose the right words in order to create a good relationship with the tenant. The choice of words and statements create an impact on how a prospect tenant reacts to what the property manager says.
Some of the common statements that property managers/representatives ask during an interview are listed below. Suggestions on how to restate these statements in order to build rapport to the customer are also listed.
- “Do you have any questions or concerns about the unit?” — It is better if the property representative states it this way: “I would like to make sure that I have thoroughly explained the application (including the amenities, features, etc.) to you. Please tell me if you still have questions.”
- “You do not have to worry about the application process. You are definitely in good hands because I have done this for many times.” — Here is an improved statement: “We already have all the documents and information needed for your application process. Do you have any other concerns or questions that I have not yet answered?”
- “I agree that the one you talked to (receptionist, customer service representative) was rude and that you were not assisted well. He was just tired and not in the mood.” — A tenant does not want to hear this excuse from the property management. Here’s a better statement: “I am very sorry if our staff was rude to you and if you weren’t assisted with your concerns. Can you please tell me what happened so I can see to it that this never happens again?”
- “Do you understand that there is a penalty for late payments?” — This will sound rude to your prospect tenant. It will be better if you state it this way: “I would just like to be sure that I have properly explained our late payment policy. Please let me know what you understand regarding our payment policy for rent.”
- “I have called this appointment to talk to you regarding noise complaints from neighbors. I will be able talk to you about your concerns on pest control in another meeting.” — It will be much better if it is stated this way: “Since we have already discussed concerns about noise complaints, we may now talk about your concerns on our pest control policy.”
Property managers or representatives should not only discuss to tenants about rental policies and their amenities. It is also better to ask them to repeat the information shared to know if the tenant has clearly understood these rules. Many tenants sign agreements that they do not read intently. So it is best that the property management team and the tenant have a healthy discussion on all these before signing any contract.