Only when you truly win your current customers over can you use them to generate leads. Competition in any industry is at an all-time high. Because there are so many options for customers to choose from, maintaining customer retention and loyalty is difficult.
Now it’s true that in property management, there can be inertia amongst clients who are not happy but trust their management agent and don’t want to go through the headache of finding another one. There are very few property management agents that are so aggressive that they would try to attract clients that are already being managed by another agent.
However, a disappointment with customer service suffices to put this status quo in jeopardy and prompt the landlord or owner to search for another solution.
So if trust is given because the property manager understands the technical aspects of managing a given set of properties, and because of his experience in doing so, trust can be withdrawn if the property yield is not secured, the tenant happens to behave badly, the maintenance costs increase significantly, the rules and regulations have not been anticipated…
As a property manager you need to be aware and manage so many different fronts that if you don’t have systems to ensure a consistent quality of service, it’s easy to get bad surprises.
Building strong relationships with customers in this day and age is challenging because of the pace of change, but it can be done; you just have to know your ideal clients’ profile because you know they will be profitable to your business.
You also know their expectations and you will be able to delight them because you truly understand them.
Prioritise customer service to make your business stand out amongst the rest. Customers appreciate brands that makes their lives easier so put in that extra effort to simplify things for your clients and to show them that you care.
You need to relook at your internal systems and make sure they all converge into serving your customer to the best of your capacity. You would mainly have to look into the speed, transparency and quality of communication in each of your operating processes.