Quality customer service allows companies to capture repeat sales, gain referrals and generate additional revenue. Building management firms may not see these benefits directly, but that doesn’t mean that customer service is not an essential part of their business model.
In most cases, customer service within the property management industry refers to the relationship with existing and potential tenants. Having effective communication allows building owners to attract new occupants and maintain long-lasting arrangements with current clients. Revenue generated from keeping units full enables building managers to maintain properties and provide upgrades that businesses need.
But how can building managers know when they are offering effective service to their customers? Many organizations in other industries rely on surveys to collect valuable feedback about performance. This approach can also work in the building management sector and give these professionals valuable insight into long-term solutions that can greatly improve relationships with tenants.
Tips for conducting customer surveys
Hispanic Business offers several tips for getting the best responses to surveys. Among the first things that building owners should consider is what they want to measure. Some important information can be gathered more effectively through other means, so don’t waste respondents time asking how long it took to make requested repairs. Rather, the surveys should explore whether communication of the issues was conducted properly, or if they were satisfied with the results. This helps improve future performance and can highlight weaknesses that need to be corrected.
The surveys need to be about clients and their experiences. Providing room for occupants to give open-ended feedback could greatly enhance understanding of the problems they face, which can generate solutions. However, it is also important not to let inquiries run too long. Focusing on one or two issues gives building managers clear data that can be used to set specific goals.
A few days or weeks after surveys are conducted, property managers should reach out to tenants again to close the loop. Informing customers of the changes that will be made or survey results help them understand their importance. If participants know that their feedback will create improvements in their facilities or help them plan for future growth, they may be more willing to participate in the future. Only with open and honest answers can building managers hope to determine the path that will keep tenants happy by improving the services and amenities that commercial properties offer.