Responding to Feedback From Tenants In Your Multifamily

When responding to feedback from tenants of your multifamily property, keep it professional but not too stiff.

Good service in your multifamily property has to involve effective follow-up. Listen to their praises and complaints to get a better feel of how you can help them.

Here are some ways to respond to tenant feedback in your multifamily:

Positive feedback

Showing gratitude to positive feedback goes a long way.

Something like “thank you for the feedback” seems too stiff and robotic for a response to a grateful tenant. Try leading off with: “We’re happy to receive such a positive response, thank you for the high praise!”

Show that you and your team in your multifamily property are happy to hear such positive responses to the living conditions and services in your building.

Negative feedback

Of course, not all feedback can be positive. And you might be getting some really bad complaints along the line.

Rest assured, this is all business. You won’t have high praises all the time when running a multifamily property. You’re bound to have disappointed a tenant when you keep your eyes off them for a week or two.

It’s up to you to pay attention to the complaints being forwarded by your tenants in order to know just how you can help them out. And also to let them know that you’re sincerely apologetic.

Negotiating feedback

Depending on the feedback given, it may be best to discuss this face to face with the tenant in person.

If you’ve received a particular complaint regarding an issue in your multifamily, sit down with the tenant in question and talk it over with them. It may be superficial and something could be arranged to mitigate the problem.

Acting on feedback

Now that you’ve received both good and bad reception, it’s time to act.

Cracked pipes ruining their plumbing? Hire a plumber and assure your tenant the problem will be resolved as soon as possible. Does your multifamily have a litter problem? Call a cleaning crew to fix this mess.

It’s important that you’ve listened and gathered all the facts because now is the time that you connect with your tenant and either show gratitude for their positive feedback or help them out regarding their negative feedback.

In the end, it’s all about communication between you and your tenants through how feedback is received in your multifamily property.

Don’t streamline feedback by limiting it to canned responses and half-hearted assurances. BE the response and the assurance your tenant needs. They will be all the more grateful for it.