Starting a new system with tenants

[Andrew Acuna]

When you start something new (a new rent collection software, new method for maintenance requests, etc.) how specifically do you go about getting your tenants up to speed? Do you do a tutorial? Tell them to figure it out, what's your system for implementing new systems?

[Chris Martin]

In our case, when our task was to eliminate or substantially reduce in-person and by-mail rent payments, we allocated resources (ended up being me mostly) and focused on making the transition as easy for the tenants as possible. We sent everyone a physical letter and an 'invitation' to pay on-line. There were about 15% or so who had issues (no checking account, etc.) and for them we provided a Wells Fargo Business Deposit Card so they could pay at an ATM. There were still a few left who still pay via by-mail method. My management domain was only about 45 properties, though, so it wasn't that big of a deal.