Essential Communication Methods Every Landlord Should Know

Effective communication is key for landlords in maintaining a positive relationship with tenants and ensuring smooth rental operations. 

Different situations require different communication methods, and landlords should be mindful of when and how to use each one.

There is a time and place to be casual and absolutely a time when being professional is of utmost importance.

In this episode, we are discussing the different forms of communication you, as landlords, can use and in what situation you should use them.

We also address the tone, the language, and in what instances it’s important to be communicating with your tenants.

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Transcript

Stacie: 0:00

Okay, you guys, we wanted to go over the different ways landlords can properly communicate with their tenants. Because it seems like many of you either only want to use one form of communication, so like you only want to text or you only want to speak on the phone. Or you don't want to speak to them at all and deal with them whenever they actually communicate with you using their preferred method of communication. There are times when texting is perfectly acceptable and times when it really is not a great idea. Same goes with email. Different situations require different communication methods, and landlords should be mindful of when and how to use each one. And we're here to say that effective communication is key for landlords in maintaining a positive relationship with tenants and ensuring smooth rental property operations. There is a time and a place to be casual and absolutely a time when being professional is of utmost importance.

1:04

Welcome to your landlord resource podcast many moons ago. When I started as a landlord, I was as green as it gets. I may have had my real estate license, but I lack confidence in the hands on experience needed when it came to dealing with tenants, leases, maintenance, and bookkeeping. After many failed attempts, fast forward to today. Kevin and I have doubled our doors and created an organized, professionally operated rental property business. Want to go from overwhelmed to confident? If you're an ambitious landlord or maybe one in the making, join us as we provide strategies and teach actionable steps to help you reach your goals and the lifestyle you desire. All while building a streamlined and profitable rental property business. This is your landlord resource podcast.

Stacie: 1:53

Hello there everyone, thanks so much for tuning in and listening to the Your Landlord Resource podcast. I'm your host Stacie Casella, and I'm here with my co host my business partner and my partner in life Kevin Kilroy.

Kevin: 2:09

Hey there landlords. Happy to be here and to talk to you about landlord communication. And where you might think what is there really to talk about with communication? Well, you'd be surprised at all we have to say about this subject.

Stacie: 2:26

Absolutely. I think we communicate pretty well, don't you?

Kevin: 2:31

You mean you and I or with our tenants?

Stacie: 2:34

I was, I was talking about us. I think we have done really well communicating with our tenants.

Kevin: 2:39

Oh, okay. I just wanted to make sure to ask because you always tell me when I'm not sure, just ask you. Yes, we do communicate well, and sometimes you communicate much louder than I do, but you certainly get your point across, I think.

Stacie: 2:57

Yeah, well, Mr. Funny Pants, sometimes I feel like you're not listening to me, so I have to raise my voice to make sure that you can't ignore me. And you have to admit that you do do tend to get confused a little easily.

Kevin: 3:10

Huh? Oh, yeah And that would be because you communicate so well?

Stacie: 3:16

You know as well as I do that. I am very clear when I communicate. Sometimes I don't need my voice to let you know when you are pushing my buttons.

Kevin: 3:26

No, your face says it all just like it is right now.

Stacie: 3:31

Yeah. Well, I think this would be a good time to continue with the show. Don't you Kevin?

Kevin: 3:37

Yes, dear And because our listeners can't see it I'm getting a pretty good stare down right now. She's still staring Oh, should I be afraid?

Stacie: 3:50

Yeah, you absolutely should be afraid. You're asleep with one eye open tonight. I'm kidding. Am I? No. Anyway.

Kevin: 3:59

All right. So let's get on with talking about landlord tenant communication, shall we?

Stacie: 4:04

Yes. Let's do that. Okay, you guys. Like Kevin mentioned, we wanted to go over the different ways landlords can properly communicate with their tenants. Because it seems like many of you either only want to use one form of communication, so like you only want to text or you only want to speak on the phone. Or you don't want to speak to them at all and deal with them whenever they actually communicate with you using their preferred method of communication. There are times when texting is perfectly acceptable and times when it really is not a great idea. Same goes with email. Different situations require different communication methods, and landlords should be mindful of when and how to use each one. And we're here to say that effective communication is key for landlords in maintaining a positive relationship with tenants and ensuring smooth rental property operations. There is a time and a place to be casual and absolutely a time when being professional is of utmost importance.

Kevin: 5:10

Yeah, that's right. So today we're going to be discussing the different forms of communication and in what situation you should use them. As well as the tone, the language, and what instances it's important to be communicating with your tenants.

Stacie: 5:27

Yeah, exactly. So let's start with in person communication. And this is when you're at the property and doing, say, a move in walk through. You want to actually walk the tenant through the house and show them where things are, you know, like where the fire extinguisher is and where the thermostat is, the HVAV and the mechcanicals, are. And if you have gas to the unit, where the gas shutoff is and the wrench to use in case of an emergency. For multifamily properties, you want to show them where the garbage cans are kept and where to roll them down to. If there is anything that requires a trick to use or to open, you need to show them that.

Kevin: 6:09

All right, so case in point. The front door to one rental we manage is the original door from, I think at least the 1920s. I kid you not. And that lock is hard to remember how to open, and if we fail to show people the trick to opening the lock from the outside, I mean it never fails, we get a call that they can't figure it out or have gotten locked out and don't know how to use it.

Stacie: 6:33

Yeah, exactly. I mean, you guys get the point. This is when speaking to them in person is very helpful. And let me add that in our unit binder, we do have pages dedicated to many of the items that we show tenants during this move in walk through. We have QR codes as well as the links to user guides for things like the thermostat so they can learn how to set the different settings per day and set up the time if they wanna do that. Same goes with the pre move out inspection that we offer them. We walk the unit and show them what we will deduct against their security deposit for. And we make it very clear what needs to be cleaned and what needs to be fixed before they move out.

Kevin: 7:15

And here in California, this pre move out inspection is required to be offered to all tenants regardless of the size of the rental property. They don't have to take us up on it, but we have to offer it, so they have a chance to remedy any issues that might be deducted from their security deposit. Regardless of the state your rental is located, it's a very good idea to offer this to all your tenants. Now, we just did a pre move out inspection for a single family home rental, the same one with the tricky door, and where we had emailed each and everything that needed to be cleaned, we were able to follow that up when we did the voluntary walkthrough before move out. You guys, they left the whole house freaking spotless. I mean, it was really impressive. I swear when I went through it with Stacie to do the list of repairs and maintenance for the owners. I mean, I joked it looked like nobody had even been living there for the last two years.

Stacie: 8:17

Yeah, so when those repairs are all done, we need to be careful not to mess up that house because it's going to be us having to clean it again.

Kevin: 8:25

Duly noted. All right. Another thing you might want to speak with your tenants in person about is if you'd have to discuss sensitive issues. So if the tenant is upset about something, or you have to discuss the ramifications of unpaid rent that could lead to an eviction, then this can be helpful to meet face to face. Also a good time to talk to your tenant in person is if there's a repair that's been made due to their negligence. You should show them what went wrong and why. So, for instance, the garbage disposal doesn't work and you go over there to check it out and you find a bottle cap jammed in it. That is when you pull it out, you show them the cap, explain that metal cannot go down the garbage disposal and only in the garbage.

Stacie: 9:14

Yeah, it's a true story, by the way.

Kevin: 9:16

It sure is. And it was almost kind of fun to see their face when I showed it to them. I mean, luckily nothing was wrong with the disposal, so it was more of a hand slap to them than anything. But if it was broken, it's up to you whether or not you make them pay for the issue or not.

Stacie: 9:34

Yeah. And that also depends on what you have written in your lease. Most leases these days do have a clause that if there is damage or something breaks as a result of tenant negligence, then the tenant pays for it. Be it a bottle cap breaking the garbage disposal or flushing foreign objects down the toilet or mold in the shower because they refuse to turn the fan on because it's too loud. Yeah, I mean that, that truly was an issue that we had to deal with. For us, we go so far as to write in an addendum what kind of cleaning solutions and sponges they can use. Because using one of those green and yellow scouring sponges to clean the stovetop or the refrigerator door absolutely scratches it. Same goes with the vinyl shower inserts. Swirl marks, all over and no shine left at all. And after it's done, it is what it is. We certainly are not going to go replace the whole shower insert. But if you want to replace something because it looks so bad, like an appliance, and you have it written in an addendum of the lease that they cannot use anything but a soft cloth or a non scratch sponge when cleaning, then you are within your right to retain the replacement amount from their security deposit at move out. Your lease is your ultimate form of communication. So take some time to really think about what extra verbiage you might want to add to it that pertains to your property or your rules. At the end of the day, that lease is your fail safe. It's your binding contract that covers your butt if a tenant tries to fight you on something specific. And the way you learn about these issues is either by someone else experiencing them and telling you about it, or like our issue with the swirl marks from the sponge, it happens to you, pisses you off enough that you decide it needs to become a rule that's addressed in the lease. Now, I will say that if you're a person who gets upset easily and might say something that you're going to regret, then maybe meeting in person to discuss damage is not the best idea. You can absolutely send them an email with photos of the damage or the issue and explain how they are in violation of the lease, and lay out their options for payment. Regardless of whether you choose to speak with someone in person or through email, please make sure that you maintain a professional, friendly, and calm demeanor. You need to address'em by their name, not buddy or dummy or anything derogatory,

Kevin: 12:14

And if you think that might be an issue, that's when you choose to send an email over then instead of meeting them in person.

Stacie: 12:21

Yeah, exactly. But when speaking with a tenant, you'll want to avoid jargon. So speak clearly and ask them if they understand and absolutely ask if they have any questions.

Kevin: 12:33

Yeah. I mean, it really isn't rocket science here, you guys. Speak the way you would want to be spoken to if you messed up. I mean, keep it to the facts. Discuss what happened and why it was their negligence that caused the breakdown or whatever that was broke. The garbage disposal is not working because this bottle cap was found wedged in the blades. And in order to remove it and allow those blades to move again, the entire disposal would have to be disassembled. Because it is less expensive to just replace it, I have authorized the plumber to do that. You'll want to explain to them that in their lease, they signed an agreement that if they damage any appliance, et cetera, they're responsible for payment. And then say something like, it is estimated to cost$275 for the plumber to diagnose the issue, go purchase a new unit and install it. Would you like to pay the plumber directly for this, or would you rather have it added to next month's rent? I mean, yelling, getting upset, demanding an apology. Any of that is going to do nothing to help you here. What’s done is done and if they are someone who gives a crap, which lets hope with your detailed tenant screening, they are, they will feel like an idiot.

Stacie: 13:51

And once they have to pay that invoice, they will likely be more cognizant of their actions while living in your unit. All right, let's talk about phone calls as a form of communication. And I will tell you, it is very rare when we will call a tenant. This is something you usually want to use for a quick, urgent updates or responses. Something they need to know about right now. An example of this for us was a couple years ago when we had a very large tree branch that pierced the roof above one of our units during a horrible rainstorm. As soon as we found out, we called our contractor and sent him over and then we called the tenant to let him know what was going on.

Kevin: 14:34

I mean, I don't think he was even home, was he?

Stacie: 14:37

No, he had no idea the branch was even there. Which is even more an issue because we had no idea if water was pouring into his unit through that hole or not. And luckily all was well, but this is just an example.

Kevin: 14:50

Or the time a tenant called us that the carbon monoxide detector for the unit next to hers was going off and she hadn't heard the tenant at all.

Stacie: 15:00

Yeah. I mean, I would say that is a very urgent situation. So the neighboring tenant could hear through the wall, another unit's alarm talking saying carbon monoxide detected or something like that. And we called the tenant and again, this guy was out of town and he authorized us to go in and check it out. We called our contractor and we called the gas company who sent a truck out right away. And after having to evacuate the other tenants, the gas company went into a, the unit to find it filled with gas, smelled like gas. And he found that the stove knob was just slightly turned, allowing gas to escape from the burner. It was a short evacuation, but nonetheless, a very stressful one, especially because we were not there. So, imagine what if the tenant had passed out from that CO2 poisoning or worse. And what if when that gas company tech opened the door, there was a spark and a huge explosion.

Kevin: 16:01

Yeah. So those are instances where we had to speak with the tenant urgently. No other form of communication would have worked here.

Stacie: 16:09

Yeah, and you guys that happened because when the tenant left for his business trip He bumped up against the stove when he reached to grab something off the counter and knocked that gas range knob just slightly off. So it wasn't intentional but stuff like this does happen.

Kevin: 16:25

I believe our new stoves have that fail safe in place and when we do our move and walkthroughs, we still mention that story for two reasons. One, to make people aware so that they check the oven or range knobs after use to make sure they're all the way off. And two, these particular units are rather small. And because the hard wire placement of our smoke and carbon monoxide combo detectors are placed in close proximity to the kitchen, we'll often go in and find they've been removed when we go in for an inspection or if our contractor Jim goes in for a repair. So by using that story as an example of why they need to keep them in place at all times. Even if they burn something when cooking, it is of utmost importance.

Stacie: 17:12

I mean, that's a form of communication too, a storytelling and, and getting them to have, can be able to relate to something. So think about things that have happened before and explaining those to your tenants as well.

Kevin: 17:24

Good point. Okay, a couple more examples of why phone calls are acceptable ways of communication. Now, if you get into a situation where your tenant is confused about a process or where there is a misunderstanding, call the tenant to explain. Another reason might be you're responding to a maintenance request that can be troubleshot easier over the phone.

Stacie: 17:47

So an example of this would be when our tenant texted that their front loading dryer was flashing a warning signal on the digital face and it wouldn't turn on for more than a few minutes at a time before it would turn off automatically. I knew exactly what the issue was and honestly, I was not pleased, but here it goes. I called him and very calmly asked them to remove the dryer lint filter or the lint trap and tell me what they see. And he goes, Oh, it's really fuzzy with like an inch of lint. And it was at that point I had to explain to him that after each and every load they dry, that lint trap has to be wiped clean in order for the dryer to work correctly. He said, okay, with a tone that was like, well, how am I supposed to know that? And it was right then and there that I realized that, you know, new renters really have no clue on how to manage a household. And when I say that I'm talking more maintenance things like this lint trap or like the garbage disposal issue or venting a bathroom after taking a shower.

Kevin: 18:53

Yeah. I, I think that's especially true with the younger tenants. If I remember correctly these tenants were actually doctors in residency at a hospital right near us.

Stacie: 19:02

Yeah Yeah, it's kind of scary to think about right? I mean that person who might be making life and death decisions for someone's health has no idea they need to clean the limp trap on the dryer. And sideline here, we now have these acrylic little signs attached to all our dryers that reminds them to clean the lint trap. We picked them up on Amazon and they're perfect. So they're good quality, clearly written, they look professional, they're self sticking, and they come in black and in white. So we'll link those in the show notes if you want to check them out. But anyway, if you need to call and walk a tenant through the steps to remedy a maintenance issue, go ahead and call them. Now here's when you should avoid a phone call, to discuss disputes or disagreements, because often these calls can lead to emotional responses and miscommunication. And written records may be needed later, should a legal event come from it. Also avoid calls when detailed documentation is necessary. So that would be any formal or legal discussions where records are needed. Like move out procedures and what they need to do before they exit so that they can hopefully get their security deposit back. Or after a unit inspection, where you send them your findings, your photos, and refer to any timelines for follow up on repairs or lease violations. Those are instances where you absolutely do not want to call or speak with a tenant in person. And finally, if you do have a personal phone call with a tenant, keep the conversation professional and concise. Use a friendly and a helpful tone, especially if the tenant is requesting something or has a concern. And lastly, now listen closely to what I'm about to say, anytime if you have an in person or a phone conversation with a tenant that has anything to do with your rental, you must follow up in writing, usually via email, with what was discussed and what the next steps are that you will be taking to remedy the situation.

Kevin: 21:12

Yeah, 100%. I mean, often when we're on site working on another person's unit or dropping something off in person to a tenant, we'll have a tenant stop by and ask us a question or tell us when something in their unit is needing maintenance. So then we will get back to the car or make a note on our notes app on the phone right there and then of what was said between the two parties and either send an email follow up from our phone, or when we get back into the office. You know, in case we have to do any research or call a tech to go out and look at it. Okay so let's move on to what is Stacie's favorite form of communication texting

Stacie: 21:54

It is my preferred method of communication for business and for personal use. You know unless it's one of the kids because I do like to hear their voices and have personal conversations with them when I can. But for the most part, texting is the way to go.

Kevin: 22:10

I mean, I agree for the most part. So texting is best for quick, non formal updates or reminders. Think reminders about inspections or telling a tenant the time frame when a tech will be at their unit for a repair. Some landlords also have auto texts that remind tenants when rent is due in three days, one day, or the due date. Maintenance reminders are also good for texts like when it's time to change the air filter or change batteries in the smoke detector, you know, stuff like that. We also noticed that many tenants are not on their email often, so a text to let them know an email was sent is something we've actually started to do lately.

Stacie: 22:52

Yeah You guys we have tenants who have like a gmail account that's really old and they'll use it mostly for signing up for stuff, but don't use it for personal business use and use their work email instead. But they don't tell us this when they first start the application process. And I literally just dealt with this with an exiting tenant who also prefers to text everything. So now when I send an email that I need a tenant to acknowledge or respond to, I also send them a text advising them that an email was sent and needs their attention. Another thing we use texting for is to send how to videos that we have pre recorded for maintenance issues. One being a jammed garbage disposal. You know, I can just send over that link for them to watch and try to troubleshoot the issue on their own first, and then if they can't resolve it, I'll send someone out to repair it. And you guys I'll link that video in the show notes so you can see what we did. We have these videos for a few instances like some for tricky locks to access doors not commonly used or how to change the air filter.

Kevin: 24:03

I guess you could say those are additional forms of communication. I mean how to videos are a great way to walk a tenant through solving an issue themselves. And honestly, I think most prefer that. I mean I assume, and this is mainly from the positive feedback we've received when we send out videos or call or walk someone through solving an issue. But my guess would be that the tenants don't want to bother you with the issues, but know they have to notify you when maintenance is needed. And they are relieved they don't have to deal with having to have a repair person or one of us in their units to fix something. And actually, I think they enjoy the self confidence that comes with solving an issue on their own. So maybe consider creating videos for your units. Often we post them privately to our property management YouTube account and have the links handy on our phones. And we've actually also created QR codes for these links and included them in our unit binders for those tenants who are willing to take a minute or two to check the binder for information about the issues before contacting us. And if you know, Stacie, you know, those binders are seriously packed with information. I mean, maybe we should do a podcast about what's inside of those.

Stacie: 25:20

Maybe we should. That's a good idea.

Kevin: 25:22

Yeah. Every once in a while I have one. All right. Some tips about using text messages for communication. You want to use it for quick messages and you want to avoid putting anything into a text that has complex or legal issues. So don't text someone when they are in violation of a lease, or if there are rent disputes, and absolutely do not text termination of a lease. That should be handled in a formal written notice, which we'll get to in a moment. And one thing to remember, and this is why it's best to use texting for short form communication, but texts can sometimes come across as abrupt or, you know, kind of lacking in tone. This is why it's not ideal for conveying sensitive information. So keep your text short and clear. Avoid using slang or overly casual language. Stick to a neutral, professional tone, even in short texts. And lastly, avoid sending messages late at night or during off hours unless it's really urgent. I mean, many people don't turn off their phone notifications when they're sleeping and the last thing you want to do is wake someone up when sending a video on how to fix the garbage disposal.

Stacie: 26:42

Yeah. Texting is like phoning someone, so be conscientious about the time of day. And something to remember if your properties are out of state and there is a time difference as well. All right, I'd like to move on to email communication now. And I do know that we have touched on it a little bit already, but email is the best to use for formal notifications and documentation. We use email for such things as inspection notifications. We just mailed them out today. We will email them one to two weeks in advance to give them the date of the inspection. We will list out what we'll be looking for during the inspection, and we ask if there's anything that they know of that needs maintenance or attention. And we also ask them to let us know if they're going to be home working and if there's a time frame that works better for us to be in their unit. So this allows us to schedule our techs who need to get in there to check the HVAC units or mechanicals or roofers or appliance repair people to come and do needed repairs when we're all on site. And anyone who we might be getting bids from. Like this time around, our electrician is going to be coming to look into running fiber optic internet throughout the building. This is so we can offer it as a service to tenants instead of them having to handle it on their own. So if it all works out, we'll make a little on it and look more professional like a one stop shop edging out our competitors in the market.

Kevin: 28:11

And also in our upcoming inspection, as we've said before, our contractor, Jim is there with us. This time around, he'll be inspecting each unit for leaks under sinks, toilets, and appliances like washing machines and the dishwashers. He's also doing any preventative maintenance like changing out water lines, toilet guts, and logging which units need updated lighting. And that's something we've been slowly working on when we flip the units, removing old incandescent fixtures like vanity lighting and, you know, those old booby lights in the hallways, and fluorescence in the kitchen and replacing it all with LED recessed lighting that lasts forever and it really cleans up the unit and modernizes it. He will also be inspecting the four sets of stairs we have on the property looking for dry rot. And all of the siding looking for gaps where pests can enter so he can schedule any preventative maintenance and stay ahead of issues arising down the line. If you want to hear more about our inspection process, check out our episode, the Importance of Rental Property Inspections at yourlandlordresource. com episode4. As always, we will link that in the show notes.

Stacie: 29:30

Yeah. And you guys will also link the inspection checklist that we use for all of our inspections. You know, we charge a small fee for it, but you can use it over and over for all your units once you purchase it.

Kevin: 29:40

Yeah. I mean, it's$10 and it's really a small price to pay. It's six pages and the checklist covers all areas inside and out, up to four bedrooms and four bathrooms. Okay, I guess we kind of sidelined on inspections here, but we use email for many more notifications like, lease renewals, where we offer a renewal with usually an increased rental amount, what competitive units are going for in the area, and also incentives for signing a renewal. And although it's rare, email would be used if someone's lease was expiring and you weren't renewing their lease, and why. Although depending on your state and local landlord tenant law, you would likely be better off to issue a formal document or form via mail for this. We also use it for move out or unit exit procedures once someone has given their notice to vacate, or if there are policy or service changes, like when the snow removal will begin and when their cars have to be moved, or maybe changes to trash pickup schedules. We also email for non urgent notification of certain events. So, these would be notices of someone coming to work on the property and the tenant needs to know. Like, a couple of months ago, we had a power washing company go out and power wash one of the buildings and clean the gutters. This meant that the tenants might be disrupted by noise and people on ladders, you know, stuff tenants need to know about. One thing we like to do is send an email around two weeks after move in to see how everything's going with the tenant. I mean this gives them a chance to respond with questions or clarifications on something and you know it also shows we care about their living experience in our units. We send emails with holiday tips and this would be mostly around 4th of July, Halloween, and other holidays when tenants tend to have celebrations at their homes with guests. So the reminders would be about safety with regards to making sure the walkways are clear, notifying us about any exterior lighting that may not be working, or lease clauses about open flames, explosives, and grilling and frying foods. When we had wildfires that were causing really poor air quality, we sent our tenants tips on coping and a reminder to change their air filter, along with the size of the air filters for their unit. For weather, we are sending reminders before heat waves and how to best utilize their AC units.

32:18

And

Kevin: 32:18

for landlords of rentals located in flood zones, you should be reminding tenants of what to do in case of a flash flood. Giving them sites where they can monitor weather and tips on what they can do to prevent water intrusion, like, you know, using sandbags and making sure their flood drains are cleared or hanging up hurricane shutters if those are things that are their responsibility.

Stacie: 32:41

Yeah. And if property maintenance is the tenant's responsibility, email is a great way to send them a reminder of what needs to be completed and by when. So sending a checklist of those items and asking them to email back photos of the work completed is perfect for email. One more thing that we use emails for is when we're going to be out of the office for an extended period of time. This is when we direct tenants to contact our contractor Jim with all their maintenance issues. Now if we're out of the country, he will also handle emergency issues and mostly due to the time difference. And I mean, let's be honest, if there is an emergency situation, he's going to be calling us to let us know what happened and how it was handled. And see what else. Oh, and of course, as I mentioned earlier, we like to follow up in person or phone conversations with an email of what was discussed and what the next steps are. Again, email is for non emergency issues or anything that does not require immediate action from your tenant. And you might also consider a personal phone call or an in person conversation for anything that is highly personal or a sensitive matter, because, you know, emails sometimes can feel impersonal. Which leads me into telling you that when you write emails, use a formal yet friendly tone and be clear with your subject line, so tenants know it's level of importance. Always start off with a polite greeting like good morning Joe and close with something professional like best regards. And lastly be detailed and avoid using unnecessary jargon or overly complicated language.

Kevin: 34:19

Yeah, that's for sure. I mean keep your information straight and to the point. And here's a tip bullet points are your friends you guys. All right, almost done, just a couple more things to go over here. So I would arguably say that this next form of communication is most critical, and that would be formal letters, notifications, and certified mail. I mean, these are going to be your legal notices. And where some might use email for a few of these, some states do require formal notification via mail, including certain terminology. So we highly recommend you understand where you must use these formal notices, which forms to use, and exactly how to complete and deliver them. These are going to be to your lease violations, usually and especially if they are considered a major violation that if not remedied will lead to an eviction. So like late rent payments where you have to issue a three day notice to pay or quit. Of course, eviction notices, which you may wanna consider using a professional service for that one. And rent increases and lease terminations may also be required to be delivered via formal notification. We suggest you always pay for certified mail so you get proof the notice was delivered and received by the tenant. And you know this is coming. Know your local and state landlord tenant laws about legal notifications. Most states have it written what constitute the need for a legal notification, how many days you have to notify, what days of the week can count towards your specified days of delivery, and how many notices you have to send or deliver to the tenant. And that means that it could be specified that If you want to deliver a notice in person or serve your tenant and they are not at home or don't answer the door, you can leave the notice at an obvious location on the door, but you also have to mail a notice as a backup method in case someone removes that notice or it flys away in the wind.

Stacie: 36:33

Yeah. So quite a while back we have had to serve notices for unpaid rent and it's no fun at all. I mean the stress of having to chase down the rent and then having to worry about making sure that all of our notices have the I's dotted and the T's cross, it can be really difficult to handle. But the bottom line here you guys is that these notifications are for documenting any Important legal matters, like anything related to lease terms. This is not your everyday communication. These are your formal notices that likely you're going to use a preformatted form, unless you have a legal team that writes them for you. And you obviously do not want to mail anything that would be an emergency notice. Our tips, again, would be to use clear language. Include all relevant dates, terms, and necessary actions for the tenant. And always keep a copy of this form or letter for your records. You want to send the original that has your signature in blue ink and keep a color photocopy for yourself. And as mentioned by Kevin, request confirmation of receipt by using certified mail. One more thing that I just remembered that is crucial to use mail notification is about security deposits. So here in California, we have a very strict 21 days to issue either the security deposit refund or a formal statement of what work has to be performed and an estimate of what will be deducted from that tenant security deposit. Now, this can be a very costly mistake if you fail to follow the law about the security deposit return process. And a quick tip, if someone moves out and you don't have their forwarding address, just send the notice to your unit. For most states, using the last known address is perfectly acceptable. And as long as you have that envelope date stamped, you should be covered. Okay, now I want to address communication by way of using tenant portals or property management software. If you have access to this form of communication, you're going to want to use it for routine messages. So, that would be rent reminders, maintenance updates, or policy changes. Often, you can set up notifications to be sent automatically to tenants, you know, like rent payment reminders or receipts for when those payments are made. This is also a nice way for tenants to put in for maintenance requests. If tenants have their own portal, they can monitor their rent payments, their payment sources, and all communication regarding maintenance. And often when notices are sent by landlords, tenants will be sent a text or an email, letting them know to check their portal or unit notifications, which is really nice to have. And the benefit of using communication through tenant portals or landlord management software, especially if that software has a mobile app is the way streamlines communication.

Kevin: 39:47

Yeah, a hundred percent. I mean, for the most part, your records are all set up for you and you won't have to worry about searching for an email or a text to see what was previously communicated. Of course, there are landlords we know who will only communicate via phone and not even their mobile phone. They want all their maintenance requests, questions, and everything to go to their landline home phone. But, whatever your preferred method of communication is, here are some important reminders. Be clear and concise. I mean, whether in person or in writing, avoid confusion by sticking to clear and straightforward language. Use a professional, respectful tone. Even when delivering difficult messages, like a late rent notice, remain calm and respectful, and avoid sounding accusatory or confrontational. Document all important interactions. So, after phone calls or verbal agreements, follow up with an email summarizing the key points to avoid misunderstandings. Be timely with your notices. Respond to tenant concerns as quickly as possible, especially regarding maintenance requests. Prompt communication shows that you respect their time, and they should respect yours. And lastly, set communication boundaries. Let tenants know when and how they can best reach you. you have office hours or emergency contacts, they'll need to know this. And putting it in your lease in unit binder are great ways to keep it easier for them to find.

Stacie: 41:24

Yeah. And, and just remember, it is important to balance availability with your personal boundaries. So we hope that these varied communication methods give all of you flexibility in handling different situations effectively. And helping maintain strong landlord tenant relationships while making sure to protect the interests of both parties. All right, you guys, we know that was a lot to absorb, but we hope you enjoyed this episode and got a little bit information out of it. If so, would you do us a favor and leave us a kind review of the podcast so that other landlords can find us too? If you want to hear more, follow or subscribe to the podcast so that each week those episodes are downloaded right to your favorite podcast platform. And we'd love to stay in contact with you. In the show notes, you can find links to all the downloads we offer, ways to sign up for our free newsletter, and the wait list for our upcoming course on tenant screening. There's also links to our private Facebook group that is just for self managing landlords. And our social media accounts on Instagram, Facebook, and YouTube, where we share very informative and detailed tips and tricks for landlords, so go check those out. think that's about it. Thanks again. And until next time, you've got this landlords.