There will be many times a year when your tenants will reach out to you in need of help.
Whether it is to ask a question about the lease, or to place a maintenance request, you should respond quickly by simply acknowledging their voice. Their first need is to be heard.
If they send you an email or text message, I would suggest responding within a few hours, if not within a few minutes.
Even if you don’t have an immediate answer, it is great customer service to acknowledge their request and simply say “I don’t know, but I’ll get back to you soon”.
This makes you look like an All-Star landlord, and gives your tenants confidence in your ability to manage the property in which they live.
Maintenance requests often take days or weeks to coordinate – which is usually okay with the tenants as long as they know whats going on and are not left in the dark.