Providing excellent service to tenants

[Eddie Smith]

What do you do to provide excellent customer service to your tenants? I see a lot of discussion here about maximizing profits and adding clauses to leases so that tenants take more responsibility for things, but I'm interested to know some advice about how to take better care of tenants to build up a good reputation and practice business in a fair and compassionate way.

[Nathan Gesner]

Quote from @Eddie Smith:

Everyone's different. As a general rule of thumb, you should treat them honestly, fairly, and equally.

I don't buy my tenants cards or celebrate their anniversary or put flowers on the counter for their move-in day. I communicate well. I respond to maintenance quickly. When they have questions, I have answers. When they screw up, I hold them accountable. When I screw up, I apologize and make it right.

People are looking for a safe, functional, clean home. They are not looking for new relationships.