According to a 2010 review of National Real Estate survey, the number one complaint among consumers was a lack of communication. They reported issues regarding unreturned messages, late arrival for appointments, and failure to respond to messages in a timely manner. Consumers also detailed frustrations with managers who never contacted them unless they initiated contact.
However, most experienced property management professionals emphasize the need for effective communication skills that involve engaging in respectful two-way conversations and maintaining timely responses. Effective communication requires an ability to listen to clients’ needs and take the initiative to engage them in an ongoing dialogue. Successful communication is the essence of any successful business and personal relationships.
Communication is the universal problem solver. In the property management field the question typically isn't “should I communicate with my tenants and customers” but, instead, how?. Recognizing, that today the most common forms of communication: face-to-face; telephone; and email, are all effective forms of communication in the landlord/tenant context -- sometimes its the ability to deciding which form of communication to use in a given situation and minimize any misunderstanding from either side.
In addition to client satisfaction, effective communication skills can lead to a variety of workplace benefits, such as effective team building, high employee morale, and diversity. Good communication breaks down barriers between industry professionals and fosters positive partnerships and business relationships. It can also help real estate management companies build a positive reputation in the industry.