Best Ways to Communicate With Tenants: Email, Text, or Call?

Key Takeaways:

• Using the right communication tool at the right time makes managing your rental property smoother and strengthens your landlord-tenant relationship.
• Different communication methods work best for different situations. Use phone calls for emergencies and detailed conversations, emails for sharing important updates and keeping records, and texts for quick, timely messages.

Proper communication skills are a must-have for a solid landlord-tenant relationship. Fortunately for you, with today’s advanced communication tools, connecting with tenants has never been easier.

Generally speaking, as a landlord, you have three options when it comes to communicating with your tenant. That is: email communication, text messaging, and phone calls.

That said, each of these methods works best in particular situations. In today’s blog, at Keyrenter Arkansas, we’ll walk you through each of these communication options and the best situations to use them.

When to Call Tenants

There are times when calling your tenant directly is essential, especially in emergencies. Phone calls let you quickly assess the situation and provide clear instructions to resolve the issue without delay. 

They are also helpful for gathering detailed information and ensuring a clear understanding, reducing misunderstandings, and minimizing the need for repeated exchanges on complicated issues. 

While phone calls can be used for polite reminders like upcoming rent, lease renewals, or scheduling maintenance, their true strength lies in handling urgent or detailed conversations efficiently.

Things to Keep in Mind when Calling Tenants

For a smooth calling experience, there are certain things you need to keep in mind. Including:

• Be Professional: Begin every call by introducing yourself to the tenant. Next, state the purpose of the call and get right into it. Avoid being too chatty, familiar, overtly friendly, or vague.
• Be Mindful: Avoid calling your tenant at random times, as it may be seen as landlord harassment, especially when it’s not urgent. Only contact them during reasonable hours, and limit early morning or late evening calls to emergencies.
• Actively Listen: When it’s time for the tenant to talk, avoid interrupting them. Acknowledge their concerns and questions.
• Leave Detailed Voicemails: Don’t just say, “Please call me back.” It’s vague and lacks substance. But rather, let the tenant know who you are and the purpose of the call.
• Be Personable: Being friendly and personable ensures good customer service. Remember that the tenant is your customer, and like all customers, you need to maintain a great relationship with them for repeat business. The personal touch can be in terms of a friendly tone of voice, greeting, or salutation.

When to Email Tenants

Just like phone calls, email is a convenient and professional way to share important information with your tenants quickly. It is especially useful in several situations. For example, email allows you to share visuals such as pictures, infographics, or graphics to help tenants better understand maintenance updates or unit instructions.

It is also an effective tool for sending automated reminders about added charges, invoices, rent due dates, or overdue payments. This saves time and helps keep communication consistent.

When you need to communicate policy changes, upcoming maintenance, or renovation plans, email makes it easy to deliver updates efficiently, particularly in multi-unit properties.

In addition, emails provide a built-in record of communication with date and time stamps, which can be helpful for documentation and resolving any future disputes.

Things to Keep in Mind when Emailing Tenants

When drafting emails, make sure you do so with professionalism and purpose. The following are some tips to help you in this regard.

• Write Clear Subject Lines: Make your subject line specific and informative. For example, “Reminder: Rent is Due May 15.” Vague or off-topic subjects may land your message in the spam folder.
• Get to the Point: Keep your message clear, concise, and easy to understand. Tenants are busy, so avoid long or overly detailed emails when a short message will do.
• Maintain a Respectful Tone: Just like with phone calls or texts, be professional and courteous. Avoid emotional or accusatory language, even if you’re addressing a problem.
• Include Attachments When Needed: If you’re referencing a document, such as a notice, estimate, or utility bill, be sure to attach it and mention it in the body of the email.
• Send Emails at Appropriate Times: Schedule emails during normal business hours whenever possible. Avoid sending messages late at night or on weekends unless it’s an emergency.

When to Text Tenants

Texting is a fast, convenient, and cost-effective way to communicate with your tenants. One major advantage is that text messages are found to have a much higher open rate than emails, and most are read shortly after being received. 

This makes texting a reliable way to get important information to your tenants quickly. Another benefit is that texts are universal. Unlike emails, they don’t require an internet connection to send or receive, so even tenants using basic feature phones can receive your messages without issue.

Things to Keep in Mind when Texting Tenants

Make sure to do the following things when communicating with your tenant via text messaging.

• Get Permission First: Always have written consent to communicate by text. The easiest way is to include a clause in the lease that allows you to send text messages regarding rental matters.
• Set Expectations: Let the tenant know what types of messages they can expect via text, such as maintenance updates, rent reminders, or appointment confirmations.
• Keep It Brief: Text messages should be short and to the point. Avoid long explanations or unrelated details.
• Stay Professional: Use proper grammar and a respectful tone. Even in a quick message, professionalism helps maintain a good landlord-tenant relationship.
• Text at Reasonable Hours: Avoid sending texts late at night or early in the morning unless it’s an emergency. Stick to normal business hours whenever possible.

Bottom Line

Every communication tool has its strengths, and as a landlord, knowing how to use each one can make your landlord-tenant relationship run smoothly and stress-free. When you need expert property management support, trust the professionals at Keyrenter Arkansas. 

As one of the leading property management companies in Fayetteville, AR, we’re here to help you every step of the way. Reach out today to discover how we can make managing your investment easier and more rewarding!