Keep Communicating to Keep Good Tenants
Tips for Clear Communication
Good landlords know it’s important to keep the lines of communication open between themselves and their tenants. Not only can it make the relationship easier, clear and frequent communication can keep your good tenants from moving away—and even help protect you in case of any litigation.
Here are some tips for communicating with your tenants:
- Listen respectfully to everything your tenant says. Remember that everyone wants to feel understood and respected.
- Put yourself in the other person’s shoes. What is going on in their lives? Are they having difficulty with health, family, or their job? Thinking ahead about how your tenant will receive your news, complaint, or notice will help you frame what you say and how you say it.
- Think in terms of solutions, not problems. Present the issue clearly, but be ready with a suggestion of how to prevent it in the future.
- Stick to the facts. Do not allow emotions to take over. If you stay calm, ignore emotional outbursts, and repeat the facts of the situation, you can help diffuse anger or frustration.
- Don’t do all the talking. Encourage your tenant to express their views, their reason for their behavior, or their side of an issue. Listen actively, by making eye contact, nodding, and saying “Yes,” and “I understand.”
- Reflect back what you just heard. You can ensure your tenant feels heard by repeating what they say, using language like:
- It sounds like you feel. . . is that correct?
- Are you saying. . .
- You seem to want. . . is that true?
- Ask open-ended, not yes-or-no questions, to help everyone come to a solution:
- What would you like to see happen?
- Would you be willing to. . .?
- How can we accomplish that?
- What do you see as the problem?