9:00 AM, 26th October 2012, About 11 years ago 5
One of the oft used business phrases is “look after your customers”, but should this be “look after your tenant”. In lettings it is easy to assume that once you have a tenant you should simply leave them alone and your work is done.
Imagine that philosophy in a restaurant – you are shown to your table and left alone for the rest of the evening!
If you look after a tenant they will stay longer. Our average tenancy length is 48 months – compared to the industry norm of 22.
We do a lot of things to achieve this. From the day a tenant contacts us to view a house, we make the application process easy.
We have a Tenant Customer Club. Here tenants can get the benefit of group buying power to get cheapest utility bills for gas, electric, TV broadband etc. We even arrange their utilities switch over on move in day.
We help them with re-direction of mail and with information on how to contact DVLA to change their driving license. We also show them how to find the nearest chemist or dentist.
By going to such lengths, tenants are more likely to choose us over another agent because we show that we care.
When they move in, we send them a welcome hamper. This creates goodwill and hopefully a long term relationship. We also assign them a personal relationship manager who they can direct dial call or email.
Ultimately this benefits us and our landlords. As well as the pride in giving a great service, tenants are more likely to take care of their homes and stay longer. So fewer voids and more rental income for our client’s.