Tenant Screening Customer Service – The TenantMagic Advantage

Let your business stand out with superior customer service

 

In my previous post I wrote about how TenantMagic stands above its competitors by providing superior tenant screening customer service. Here is a link to a Forbes article http://bit.ly/2sTWAD1 that supports our strategy, that customer service is a great differentiator.

In this post I will give you a recent example.

TenantMagic’s tenant screening customer service is available 7 days a week. We know that our agents and landlords don’t work Monday through Friday from 9am to 5pm and neither do we. We see much of our activity after 5pm and on weekends. One of our competitors brags about having their customer service available Monday through Friday from 8:00 am to 7:00 pm. TenantMagic’s live phone customer service is available from 8:00 am to 9:00pm Monday through Friday and 9:00 am to 5:00 pm on Saturdays and Sundays.

This past Saturday, I received a call from a woman in her 70’s who needed help to complete the online rental application and tenant screening for her and her husband.  Neither were what you would call computer savvy.

She called asking for assistance, as she was somewhat unsure about entering personal information into an online application. She asked if we could stay on the with her while she entered her information which we did not only for her, but for her husband too.

In less than a half hour both applications were completed and the agent received their applications and screening reports.  They were very thankful not only for the assistance, but that it was provided on a Saturday morning. The property they were applying to was in demand and they needed to get their application in as quickly as possible.

TenantMagic’s development team has worked with our customer service team to make the user experience as easy as possible. We see that we are successful more than 95% of the time based on the number of customer service calls we receive compared to the number of applications that are completed.

We often hear back from the agents and landlords of the 5% that needed the assistance, thanking us. They appreciate that their vacancy will be filled in a timely manner. This has resulted not only in repeat business but great referrals.

 

 

Successfully Dealing With a Late-paying Tenant Without an Eviction

No late rental payments
No late rental payments

I was speaking with a landlord recently about getting good tenants and what to do with  late-paying tenants while avoiding the eviction process. Jack has been in the business for close to 20 years and has a couple of dozen properties.

He explained his very effective method to deal with late paying tenants.

After conducting the background screening but before the lease is signed, Jack sits down with the applicant and clearly reviews the rules regarding rent payment.

They are-

1. Rent is due on the 1st

2. If the payment is not received by the 1st of the month there is a $50 late payment.

3. If the rent and late payment is not received by the 3rd of the month they  will a receive a 3-Day Notice.

4. There are no exceptions.

A 3-day notice advises tenants that they are being asked to leave or that an eviction action will be brought against them. They are also advised to seek legal assistance if they have any questions or concerns. (This landlord’s properties are in Ohio and laws do vary from state to state, so please check with your attorney or state’s landlord tenant laws) You can also check out https://www.rocketlawyer.com to see a sample and learn more.

Once the 3-day notice is delivered, he calls the tenant and tells them, “You are more than 3 days late with your rent and I want you out as I warned you about this before you signed the lease.”

Jack then makes the tenant the following offer, “If you are out by the week-end I will pay you $250. If you agree I will meet you at the property with your check. If the property is clean and in good shape, I will give you the check in exchange for the keys. If you do not agree, I will immediately start the eviction proceedings.”

Over the years, he had only one tenant that declined this offer.

He knows his ex-tenant is probably at a bar buying drinks with his new-found money bragging about getting over on his landlord. But Jack is the one that has come out ahead.

Jack has avoided paying the costs associated with filing the eviction. The property was left clean and in good condition, which would be very unlikely if the tenant was evicted. And he has the security deposit, which covers the cost of the payment and some of the lost rent.

Jack spends very little time chasing down the rent from late-paying tenants by being very clear about the rules before the lease is signed and strictly adhering to them.

TenantMagic provides comprehensive application and tenant screening at no cost to real estate agents, property managers and landlords. Applicants pay the fee

Jay Apple is co-founder of TenantMagic, LLC  www.tenantmagic.net

Please note that this post relates to an approach to dealing with late paying tenants and is not meant to be considered legal advice.

Are your customers satisfied or totally irritated with your customer service? – The need for speed.

Bad customer service

TenantMagic makes the rental application and background screening process quick and easy for agents/landlords, as well as applicants by using technology.  As we all know, things can go wrong with even the best designed programs. It is important that rental applications are processed quickly, as any delay can result in an applicant losing out on a desired property, so at TenantMagic we need to address any issue promptly.

This is where customer service comes in and where businesses can really make a name for themselves, for better or for worse.

I manage the customer service for TenantMagic and look to consumer companies that I interact with for ideas on what to do and what not to do. After all, our expectations in the business world are shaped by what we experience as consumers.

Recently I had issues with two different product/service providers that required me to contact their customer service departments and had two distinct experiences.

The first was Amazon.  The phone accessory I purchased using Amazon stopped working a few days after receiving it.  I was unable to find the contact information for the company, so I called the Amazon customer service number.

I told them what had happened and they immediately took care of it by crediting my account. I then purchased a similar item from another provider. Amazon came through, the product manufacturer did not. I will continue to use Amazon, but will think twice about going back to the company that supplied the product.

The second experience was with my cell phone carrier which I have been with for 17 years! I was able to easily contact them about my issue regarding a phone upgrade, but the promises that were made were not kept, requiring me to call back multiple times. I will spare you the details, but in the past 2 weeks I have spent easily close to 20 hours on the phone with their customer service reps and all my problem is still not resolved – and it is not that complicated.

When things go awry in a business transaction it is vital to handle the issues quickly.

The way I look at it is, that is comes down to time. First, don’t make it next to impossible for your customers to find company’s contact information. The when you do interact with a customer that has a problem, try to resolve it immediately if possible. Your customer’s time (and yours) is too valuable to waste. Delays lead to irritated customers.

At TenantMagic we make every attempt to have a person answer the phone for customer services calls and try to get any issue resolved as quickly as possible. There are times when we cannot address a customer’s problem to their satisfaction. When that happens, we explain the situation, tell them we are sorry but there is nothing more that we can do. We might lose that customer, but have not wasted their time by stringing them along with excuses and promises that cannot be kept. And, we are not wasting our time.

Ignore at Your Own Peril

In a previous post I wrote about the 4 critical steps you need to take when considering rental applicants. They are –

  1. Pre-screen your tenants by clearly communicating your residency standards
  2. Require complete applications, have each co-applicant complete their own individual application and collect an application fee
  3. Conduct a comprehensive background screening for every applicant and co-applicant 18 years or older that includes credit, criminal and eviction results
  4. Make sure the applicant’s ID is properly verified. Is the applicant who they say they are?

However, going through all the effort to properly screen an applicant is useless if you don’t pay attention to the results.

Here is a story from Tina who didn’t pay attentions to the screening report results.

“This new applicant was a nice guy and has a sweet dog, but I am never going to forgo the Tenant Magic approval again after what happened with my last tenant. I had her complete the application and go through the screening program, the recommendation was to refuse the applicant, and boy do I wish I had listened.  What a worthless nightmare she turned out to be.  Thanks for your help.  We’ll see what he does.”

This a great example of being able to learn a valuable lesson from the (easily avoidable) mistake of someone else.