Laura Florencia
May 26, 2023

Tenant Relation Experiences You May Experience in Property Management, You Must Listen Carefully!

In the property management industry, a good relationship between residents and property managers plays a crucial role in creating a harmonious and productive environment. One important position in maintaining this relationship is Tenant Relations. We have conducted an interview with Mr. Adeno, who has experience in tenant relations in the field of property management, to better understand the role and challenges faced in his work. The following is a summary of our interview.

"What Mr. Adeno's daily life is like as tenant relations?"

As a Tenant Relations, my daily life includes handing over units to customers and handling complaints regarding unit defects and warranty period claims that need to be followed up to the engineering team.

"What was Pak Adeno's motivation in pursuing this field?"

I really enjoy interacting with other people. For me, being a customer service in the property sector has different challenges compared to other places, such as banks or other service providers. Here, our focus is not just on the greeting, but rather on solving the problem that must be presented to the customer. A customer service in the property sector must have empathetic communication skills to convince customers that we are able to handle their problems. Most property tenants are people who have high standards. They always expect good treatment. If we are just a little wrong in communicating, then all matters can fall apart. Therefore, my motivation for pursuing this field is to develop my communication skills and increase my courage in facing emotional challenges.

"What are the obstacles or problems that are often encountered in tenant relations?"

I often encounter a lot of problems, especially when handing over units. Some customers delay or cancel the handover by reason of defects. In fact, a week before, I had asked the team to repair the damage to the unit. However, customers often focus on small details that really don't make a big difference, like a small stain on the wall. In fact, such problems can be fixed on the same day by asking the construction team to paint the stained area. However, the customer continues to insist that the unit is not yet fit for handover.

"According to Mr. Adeno, how important is the digital system in Customer Service/tenant relations work?"

Digital systems are very important in supporting property customer service work, especially in making work orders. With this system, communication between customer service and the engineering team does not need to be face-to-face, but can be carried out immediately after the customer service enters the work order into the system.

"If Mr. Adeno can create a digital system that helps apartment customer service, what tasks would Mr. Adeno want to help with?"

I hope there is a system that can limit customer complaints. Occasionally, I encounter customers who simply use the warranty policy as a way to annoy management, even if the complaint is not related to the warranty period. The guarantee in the handover of the unit is only valid for 90 days from the handover. However, it is not uncommon for customers to insist that their complaints have not been addressed. Therefore, it is very important to have a system that can automatically record and link customer complaints that have been handled so that customers do not repeat complaints that have been resolved previously.

By understanding the roles and challenges faced by tenant relations like Pak Adeno, we can see how important this role is in creating a harmonious relationship between tenants and property managers. Digital technology support is also a key factor for increasing efficiency and customer experience in the property management industry.

Source Person


Agent Cordinator

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Property management or building management, or manajemen properti atau pengelolaan gedung in Indonesian, refers to the management of real estate assets such as apartments, office buildings, and other types of properties. Jasa manajemen properti is a service that is provided by companies specializing in property management. The objective of manajemen properti is to ensure that the property is well-maintained, profitable, and meets the needs of its tenants.
A perusahaan pengelolaan properti is a company that provides property management services. They are responsible for managing day-to-day activities such as collecting rent, maintaining the property, and ensuring the safety of the tenants. Pengelolaan apartemen is a common service offered by property management companies, as they specialize in managing residential properties such as apartments.
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The main goal of tujuan manajemen properti adalah to maximize the value of the property while minimizing costs. Manajemen properti adalah a complex process that involves various tasks such as property maintenance, marketing, financial management, and tenant relations. Perusahaan manajemen properti are experts in these areas and provide a wide range of services to help property owners achieve their goals.
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Property management in Jakarta, Surabaya, Malang, Bandung, Yogyakarta, Semarang, Denpasar, Makassar, Medan, Palembang, Batam, Balikpapan, Banjarmasin, Samarinda, Manado, Depok, Bekasi, Tangerang, Bogor, Solo, Maluku, Banda Aceh, Pekanbaru, Jambi, Bengkulu, Lampung, and Pontianak is an essential service for property owners and managers in their respective cities. These services typically include the management of unit and tenant data with custom fields controlled by property managers, automated IPL invoicing for fee charging, facility management to assist building managers in setting facility availability schedules and help tenants book facilities (similar to an automated digital logbook), among others.
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