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

Technology has made it easy to reach out to your tenants for any reason. Landlords can maximize several tools to speak to their renters. However, you also need to discern which is the best way to communicate with tenants: is it preferable to send an email, text, or call?

Every communication method has its advantages and can deliver convenience to a landlord. This article will provide you with insights on when to use each to maximize its benefits. We will outline the reasons why each communication tool fits a given situation.

Calling Tenants

Live communication will always be essential, especially for responding to questions about the rental unit and booking appointments to schedule property showings.

 the back of a head of person talking on the phone

Reasons to Call Tenants

  • Emergencies: Urgent situations will come up over the course of managing a property and you need to reach the renter using various communication channels. Phone calls are an effective way to convey information and instructions quickly.
  • Courtesy Reminders: While sending notices for late payment and lease violations is standard, you can still avoid these situations by hopping on a friendly call with the renter. It’s also quick and appreciated by tenants who may have overlooked the due dates or forgotten a property policy.
  • Acquiring Information: It’s true that sending a text or email can be quick compared to a phone call, but it’s vital to check in a personalized way. Phone calls also help save time by getting to the root of the concern, asking for clarity, and gathering more information directly.

Tips for Calling Tenants 

When calling tenants, you need to practice patience and learn about phone etiquette in order to retain long-term tenants. Here are some tips landlords and tenants  can follow to make calls flow smoothly:

  • Adopt Professionalism: When calling a tenant, mention your name and why you’re calling right at the start. Some tenants may be in a time crunch or not feeling chatty, so it’s best to go to the heart of the matter.
  • Leave Detailed Voicemails: Provide a context as to why the renter needs to call you back. Leaving out the main reason for the call can make renters think that the callback isn’t necessary. It’s recommended to deliver a professional voicemail to tenants.
someone at a desk using two cell phones
  • Speak in a Friendly Tone: Even if your face can’t be seen during a phone call, the tone of voice is critical. You can sound friendly and warm over the phone by greeting the renter in a nice way. It also promotes excellent customer service.
  • Call Within Business Hours: Apart from an emergency, there’s no reason for landlords to contact the tenants too late in the evenings or too early in the mornings. You should also note that the call is related to the tenancy, since renters have a right to their privacy.

Emailing Tenants

Another convenient communication tool to acquire and share information speedily is through email.

Reasons to Email Tenants

  • Pictures: Photos and graphics for visual information can be easily shared through email.
  • Reminders: Landlords need to send several notices to tenants, such as due rental payments, invoices, and other additional fees and this is best sent using email. You can even automate it for efficiency.
  • Quick Information: When you have multiple tenants, it’s more convenient to relay changes in property policies through mass email. You can also send out mass emails to provide tenants with information such as activities and hikes, promotions, and community news.
  • Storing Information: Emails are great for keeping notes on important communications, making tracing easy since both date and time are available in the message.
a green mug next to hands using a keyboard to type

Tips For Emailing Tenants

Prior to hitting the send button for email, landlords should first create drafts to make sure that the message sounds professional and purpose-driven. Here are tips to remember when emailing your renters:

  • Make sure to send a clear and complete message
  • Don’t forget to place your contact information in the email
  • If you refer to an attachment, make sure to add it before sending the email
  • Send the emails during business hours 

Texting Tenants

While texting might not seem like a professional way to contact a tenant, there are certain situations where it is the best thing to do. 

Reasons to Text Tenants

  • Receiving the Message: Most people can receive and read text messages instantly, compared to other forms of communication. Emails can be categorized as spam while calls can be missed.
  • Reliability: Mobile phones are handy gadgets and even if the renters don’t own the latest one, the probability of getting the message is high.
  • Quick response option: For renters constantly on the go, replying is quicker through text rather than emails.
  • Competitive: Landlords who are comfortable sending text messages have an edge over other landlords who are not tech-savvy.

Tips for Texting Tenants

  • Ask Permission: Before choosing this mode of relaying information get written consent and include it in the lease agreement to avoid future complaints.
  • Inform the Renters: Let tenants know how many times you’re likely to send a text message and the general purpose for sending them. 
someone smiling and texting
  • Set Limits: Guide renters on what messages they can send over text. The acceptable reasons may be during critical situations. A tenant portal may be available for sending maintenance requests.

Bottom Line

Among the cited communication tools above–– is it best to call, email, or send a text message?

There’s no hard and fast rule and the answer will always depend on a given situation and the preferred communication method of a tenant. Some are more inclined to receive calls, while others welcome text messages. It’s recommended to ask renters which method they prefer.

If you’re seeking a reliable property manager to handle tenant issues, contact Envy Property Management today!