How do you market your vacant units and attract new tenants?

1 Preparing for the interview

Before you contact your tenant for the exit interview, you need to do some preparation. First, make sure you have a clear purpose and goal for the interview. Do you want to find out why they are leaving, how satisfied they were, or how you can improve your service? Second, decide on the format and method of the interview. Do you prefer to do it in person, over the phone, or via email or online survey? Third, prepare a list of questions that are relevant, specific, and open-ended. Avoid yes or no questions, leading questions, or questions that are too personal or sensitive.

2 Conducting the interview

The best time to conduct the tenant exit interview is after they have moved out and returned the keys, but before you refund the security deposit. To do this, contact the tenant and request their participation. Explain the purpose and goal of the interview, assuring them that their responses will be confidential and anonymous. Schedule the interview at a convenient time and place for both parties, ensuring enough time and privacy to conduct it without interruptions or distractions. Start by thanking them for their cooperation and reminding them of the purpose and goal. Ask questions in a logical order, listening actively and attentively to their answers. Probe for more details if needed, avoiding any interruption, argument, or judgement of their opinions or experiences. Finally, thank them again for their feedback, confirm the refund of the security deposit, and wish them well in their new home.

3 Questions to ask

When conducting a tenant exit interview, the questions you ask should be tailored to your specific goals and objectives. However, some general categories and examples of questions you can use include reasons for leaving, satisfaction with the unit, satisfaction with the service, and overall experience. For instance, you can ask why they decided to move out, what they liked most and least about the unit, how satisfied they were with the rent and fees, and how they would rate their overall experience. Additionally, you can ask if they would recommend the property to a friend or family member and what suggestions or tips they have for improving your service.

4 Using the feedback

The tenant exit interview is not only a way to collect feedback, but also a way to use it to improve your rental business and reduce vacancy rates. You can highlight your strengths by showcasing the features and benefits that your tenants enjoyed and valued, as well as using testimonials or ratings from satisfied tenants. Additionally, if your tenants pointed out areas for improvement or dissatisfaction, you should take action to fix them promptly. Furthermore, if your tenants shared their demographics, preferences, or needs, you can tailor your marketing message and channels to appeal to those segments. Utilizing the feedback from your tenants can also help you identify any gaps or opportunities in the rental market that you can fill or exploit.