Customer Service

Our property management teams take great pride in delivering exceptional service to our tenants, which we believe to be an integral factor in the historically high tenant satisfaction and tenant retention ratios at Taylor & Mathis-managed properties.

Taylor & Mathis' on-site personnel develop close working relationships with their tenant contacts and work hard to recognize, and even anticipate, individual tenant needs. No problem is too small, and solutions are often innovative.

Managers regularly hold meetings with each tenant to solicit feedback on customer service and overall property management performance. Tenant satisfaction surveys encompass categories such as night cleaning, building comfort (HVAC), elevator service, landscaping, general building maintenance, restroom cleanliness, building amenities and responsiveness of management. By evaluating results and acting on this feedback, Taylor & Mathis ensures that the high quality of service delivered to its tenants is consistent and continuous.

Taylor & Mathis utilizes a computerized work order system for handling tenant service requests and tracking preventive maintenance schedules. The program allows tenants to submit work order requests via the Taylor & Mathis website, the Internet or by calling the Taylor & Mathis customer service representative. Our management teams attempt to respond to all tenant service requests with a two-hour timeframe, and the customer service rep follows up on all requests to verify completion and tenant satisfaction.

Components of our formal tenant retention and contact programs include:

• Move-in gifts
• Tenant Handbooks (with contact and emergency lists)
• Emergency Procedures Handbook
• Life safety/emergency procedures training with designated tenant safety wardens
• Tenant appreciation events (breakfasts, ice cream socials, etc.)
• Holiday gifts
• Property "e-newsletters" for communicating with broader tenant audiences
• Tenant participation in various community events (blood drives, charitable events)