The Art of Saying Goodbye: Perfecting Your Vacating Process

In the ever-evolving world of property management, how we handle the vacating process can make or break our relationships with tenants. As we approach 2025, it's crucial to revisit and refine our approach to ensure we're setting the right tone and creating a positive experience for all parties involved.

Recently, I had the opportunity to review an agency's Vacating Checklist, and it was an eye-opener. While checklists are essential tools in our industry, the tone of this particular document was condescending and patronizing. It's a common mistake I've seen repeated across many agencies, and it's time we address it head-on.

The Pitfall of Negative Assumptions

Many property managers build their processes and communication around worst-case scenarios. We often treat all tenants as if they're going to do the wrong thing, forgetting that the majority of our renters are responsible individuals who pay their rent on time and take good care of their properties.

This approach can quickly sour relationships, especially during the already stressful process of moving out. By implying that tenants aren't keeping their homes clean or up to standard, we're inadvertently contributing to the drama and anxiety surrounding the vacating process.

5 Tips for a Smoother Vacating Process

1. Personal Touch: When you receive a notice to vacate, pick up the phone. A personal call can set the right tone and help you understand the tenant's situation better.
2. Simplify Your Communication: Break down your confirmation email into essential points. Use a subject line like "Moving Out Snapshot" to make it clear and inviting.
3. Provide the Original Entry Condition Report: Attach this to your email as a helpful reference for the tenant. It sets clear expectations and can prevent disputes later.
4. Avoid Ambiguous Terms: Steer clear of phrases like "reasonably clean." Clean is clean. Use the entry report as your baseline and communicate expectations clearly.
5. Revamp Your Checklist: Transform your vacating checklist into a "Moving Out Guide." Make it a useful tool for tenants, covering the lead-up to move-out day and what happens after.

The Three T's of Communication

When it comes to the vacating process, we need to consider the Three T's of Communication:

• Technique: Email is generally the right method for delivering this information.
• Timing: Sending the information when the tenant gives notice is appropriate.
• Tone: This is where many of us need to improve.

By focusing on these aspects, particularly tone, we can create a more positive experience for our tenants and reduce stress for everyone involved.

Looking Ahead to 2025

As we are approaching 2025, it's time to reassess our vacating processes. Here are some additional considerations:

1. Embrace Technology: Utilise property management software that allows for digital inspections and easy sharing of reports with tenants.
2. Offer Virtual Walk-throughs: For tenants who might be moving long distances, offer the option of a virtual pre-inspection to help them prepare.
3. Provide Move-out Resources: Create a list of local moving companies, cleaning services, and donation centres to assist tenants in their transition.
4. Implement a Feedback System: Ask vacating tenants for their thoughts on the process. This can provide valuable insights for continuous improvement.
5. Train Your Team: Ensure all staff members understand the importance of maintaining a positive tone throughout the vacating process.

Conclusion

By refining our approach to the vacating process, we can turn a potentially stressful situation into an opportunity to strengthen relationships and showcase our professionalism. Remember, how we say goodbye to a tenant can significantly impact our reputation and the overall success of our property management business.

As we step forward, let's commit to creating vacating processes that are clear, helpful, and respectful. By doing so, we'll not only ease the transition for our tenants but also set ourselves apart as forward-thinking, client-focused property management professionals.

Signing off till next time!

Terri Handy