Communication is the key to every successful relationship and business transaction. In order for communication to be a success there are four vital components: Sender/Message and Receiver/Feedback.
Any time we have contact with a new customer, or vendor one of the first questions to ask is: What is your preferred method of communication?
We are in the digital age and there are so many venues of communication. Customers expect instance responses, pictures, voice messages on Whatsapp, and read receipts to their messages. As a management company that has property owners in different areas of the world it is important that we communicate with our clients how they prefer to be communicated with.
This also ensures they will receive the message! Here’s our real life example.
We recently began working with a new appliance company who has done amazing things for our owners. They have repaired unfixable microwaves and replaced a high maintenance dishwasher with a different model that touts to be less maintenance. This new vendor is wonderful, and provides excellent service at a reasonable cost. They communicate the issues that exist with the appliance and let us know up front when something is more expensive to repair than it would be to just replace. This is really an invaluable service as many rental homes have refrigerators, washer/dryers, and dishwashers require maintenance.
BUT…of course there is a BUT…
Our property management software generates a “work order” when a tenant submits an online maintenance request. Then with two mouse clicks, it can be assigned to the appropriate vendor so they access a PDF with the property and tenant contact information and synopsis on the issue that requires repair. The work order is then emailed to the vendor.
Well, our new appliance vendor is not an email person. He is a text person! So it takes a couple of extra steps to make sure he knows who needs an appliance checked out but at the end of the day the jobs are being completed with expertise.
So … what is your preferred method of communication?