Documeting Complaints

I’ve not gone into a property management business that doesn’t receive complaints. Sometimes it can be difficult to find common ground with clients which may lead to an escalated issue. These issues are often easy to work through and resolve however they are fertile ground for reviewing your systems and processes.

I’m keen to hear ways in which you document your complaints to surface trends in service deficiency and how you leverage this as a tool to review your current processes.

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At Wendell’s we use Tello. Its a great way to have everything in one place and keep a history. You can create tags for “Type of complaint” or by portfolio.

We also can triage them, and learn from them later.

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