The cause of a great deal of frustration with companies, employees, and customers is poor communications. We humans have the most sophisticated communication tools available of any living creature. Yet we use our verbal and technology skills poorly.
In our property management office, we have a policy that verbal orders, directions, and information is verboten. We encourage our clients, tenants, vendors, and employees to use e-mail.
Owner phone calls are discouraged because memory is short when you are bombarded all day long with directives and issues needing immediate attention. The owner's needs are most important to him/her at the moment, but you have other owners and your own business issues to manage.
E-mail gives a written record, eliminates phone tag, and memory loss. It gives recipients time to research answers to questions. Fax is second best.
When people call us cold about a question regarding their property, we usually don't have an immediate answer. It is like the doctor and lawyer. They have to refresh and brief themselves on your health or legal matters, simply because they are handling many patients and clients. The same with the property manager.
This is why we like voice mail. It is more efficient than a receptionist and there are no busy signals. It eliminates being put on hold or having to repeat a long message to a receptionist. Leaving the reason you are calling allows the recipient to research the questions or concerns.
I remind staff repeatedly that you may be working your tail off on the client's behalf, but they don't know it unless you communicate what you are doing.
Business will run much smoother and there will be fewer irritated clients when we're smart and use the communication tools available to us.
Keywords: property management, voice mail, using email, improving communications
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Verbal Is Verboten
