Have you ever heard the expression, "Do as I say, not as I do."? Well, I should really take my own advice. This happened last week.
A tenant inquired about installing a wireless alarm. We have an amendment setup in our software for that. Sent it out. Ok done.
The tenant called. He had questions about the alarm amendment fee. SIGH. Spoke to the tenant explained the fee. Ok done.
He called back a couple hours later. Now he had questions about the wording of the amendment. UGH! We never ever make changes to our contracts. Took the call. Listened to his issues. Agreed that there was some unclear language. Fixed it then sent out the updated amendment. Ok done.
Tenant called again. Wording was still confusing. SERIOUSLY? I was getting more and more frustrated. We had recently combined our hard-wired alarm amendment and wireless alarm amendment into one document. Honestly, we had done a terrible job. We reviewed the amendment and we agreed it needed to be re-written. I re-wrote the amendment. I had the staff look it over to see if it was clear. We included a checkbox to designate whether there was a hard-wired alarm already at the property or not. I triumphantly sent it out to the tenant. Ok done.
Minutes later the tenant called. The tenant said, "Thank you for updating the wording. But you forgot to check the box." OMG! I deleted the lease I sent them. Created a new one - checked the box - and sent it out to the tenant. Ok done.
The tenant called back thanking us profusely for listening to his concerns. I apologized for the confusion.
I learned this lesson - not for the first time:
DO NOT create documents without reviewing them.
DO use a checklist so that contracts are filled out correctly.
DO NOT be quick to react to tenants negatively.
I hope your day is a productive one!
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