The Best Ways to Communicate with Tenants: Email, Text or Call

Being a landlord isn't just about collecting rent. It's also about keeping the lines of communication open with your tenants. Whether you're a first-time landlord or a seasoned one, communicating with tenants can be difficult.

But what is the best channel to effectively reach out to them? In today's digital age, email, text, and phone calls are the top contenders.

Each has its pros and cons, so Redsail Property Management put together this article so we can explore and figure out which one works best for you and your tenants.

Email: The Modern Classic

Email is the most used form of formal communication for a reason. It's reliable, it's professional, and almost everyone has an email address nowadays. When you send an email, you can craft a detailed message, attach important documents like lease agreements or maintenance requests, and even schedule automated reminders.

One of the biggest advantages of email is its paper trail. Every conversation is documented, making it easy to refer back to previous discussions if any disputes arise. Plus, it's easy to organize your inbox with folders and filters, so you can keep track of communications from different properties or tenants.

When to Send Emails:

● Routine Notices: Email is perfect for sending routine notices such as rent reminders, upcoming property inspections, or general announcements about maintenance schedules.
● Non-Urgent Matters: For issues that don't require immediate attention, email allows long-term tenants to respond at their convenience.
● Formal Communication: Use email for formal communication such as lease renewals, policy updates, or legal notices. It provides both a digital footprint and a documented record of essential information, which can be used in legal proceedings.

However, email does have its drawbacks. It's not instant like a text message or a phone call, so urgent matters might get lost in the shuffle. Some renters ignore their emails or let them pile up in their inbox.

Text Messages: The Quick and Casual Option

If you want to get a message across fast, nothing beats a text message. Most people have their phones glued to their hands these days, so you're almost guaranteed that your tenant will see your message right away.

Whether it's a reminder about rent being due or a heads-up about a maintenance issue, texting is perfect for time-sensitive communications.

Text messages are also great for fostering a more personal relationship with your tenants. You can shoot them a quick "Happy Birthday" or check in to see how they're settling into the property. Plus, you can use emojis to add a bit of personality to your messages.

When to Send Text Messages:

● Urgent Matters: Use text messages for urgent matters that require immediate attention, such as emergency maintenance issues or last-minute schedule changes.
● Quick Reminders: Text messages are perfect for sending quick reminders about rent payments, upcoming appointments, or lease renewals.
● Personal Touches: Send texts to show appreciation or build rapport with your tenants, such as wishing them happy holidays or congratulating them on milestones.

But just like with email, there are some downsides to texting. It's not ideal for lengthy conversations or sharing detailed information, and there's always the risk that your message will get lost in a sea of notifications.

Phone Calls: The Old-School Approach

It may seem outdated in the age of smartphones and social media, but sometimes there's just no substitute for a real conversation. With a phone call, you can address complex issues more efficiently than you could with emails or texts. This also means you can pick up on tone of voice and nuance, which can help prevent misunderstandings.

Phone calls are also great for building trust and rapport with your tenants. Instead of hiding behind a screen, you can have a face-to-voice conversation that feels more personal and human.

When to Call Tenants:

● Complex Issues: Use phone calls for addressing complex issues that require detailed explanations or discussions, such as lease negotiations, resolving disputes, or explaining complicated maintenance procedures.
● Sensitive Matters: If the matter is sensitive or requires empathy and understanding, such as discussing late rent payments or addressing tenant concerns, a phone call can convey your sincerity better than written communication.
● Emergency Situations: Phone calls are essential for emergency situations, such as a burst pipe or a security concern, where immediate action is required.

Phone calls have their fair share of disadvantages, too. They require both parties to be available at the same time, which can be tricky to coordinate. Also, if some tenants might not even answer their phone unless it's an emergency.

Which is the Best Option?

In fact, there is no one-size-fits-all answer to this question. The best way to communicate with your tenants depends on a variety of factors, including their preferences, the nature of the message, and your own communication style.

For routine matters like rent reminders or scheduling maintenance appointments, email or text messages are usually the way to go. They're quick, convenient, and non-intrusive. Plus, they provide a written record of your communications, which can come in handy if any disputes arise.

However, for more complex issues or situations that require a personal touch, nothing beats a good old-fashioned phone call. Just be sure to respect your tenant's time and privacy by scheduling calls in advance and keeping them brief and to the point.

For things that require signed documentation, like a lease agreement, email may be the best way to go.

In the end, the key to effective communication with your tenants is flexibility. Be willing to adapt to their preferred communication style, whether it's email, text, or phone calls.

By meeting your tenants where they are and making an effort to keep the lines of communication open, you'll foster a stronger, more positive relationship that benefits everyone involved.

Bottom Line

At Redsail Property Management, we understand the importance of flexibility and effective communication in landlord-tenant relationships.

Our experienced team is good at deciding which various communication methods, including email, text, and phone calls, to use so that messages are delivered promptly and in a manner that suits the preferences of both landlords and tenants.

Whether sending routine reminders, addressing complex issues, or providing emergency assistance, we tailor our communication approach to meet the unique needs of each client and their tenants.

By entrusting your property management needs to Redsail, you can rest assured that communication with your tenants will be handled with professionalism, efficiency, and a focus on maintaining positive relationships.