The summer and autumn months remind alert property managers that annual maintenance procedures should be carried out. Taking good care of your clients’ properties is a critical management function.
While you’re scheduling and overseeing these important responsibilities, ask yourself an urgent question. “Are my relationships with my clients well-maintained and as strong as ever?” The best way to answer the question is to be certain that you’re keeping in touch on a regular basis. Do you use a reliable client relationship management system that makes certain you’re doing just that?
When I asked and interviewed investors who own rental properties what they appreciate most about their property manager, one of the most common answers was, “He (or she) communicates with me regularly.”
Expressed in different terms, the owners trust their property managers to return their inquiries promptly and to let the owners know as often as possible what is going on with their properties.
The exceptional manager takes this trust to a higher level. They don’t wait until problems or complaints arise to inform their clients. They develop a reliable system to call the owners and check in with them.
This includes reaching out to them and asking questions like “Are you happy with how we are taking care of you and your property? What can we do to improve our level of service to you?”
Whether by phone, email or letter, if you want to preserve your relationships and your client’s loyalty, let them know how much you care. Remember, the best way to do this is face-to-face.
There is a timeless true saying among service professionals that is more relevant today than ever before. “They don’t care how much you know until they know how much you care.”
Now is an auspicious time to awaken to an urgent fact. Your competition is out there searching for owners who want a better, more reliable property management company to represent them.
They will use enticements like lower management fees or “teaser” rates to make it hard to say no. These competitors will ask the questions you should be asking about your clients’ level of satisfaction.
On a personal note, my 40 years of working with clients has taught me that as long as your fees aren’t exorbitant, if your clients know you and trust you they will stay with you. Another sterling adage encourages outstanding professionals to “Under promise and over deliver.” Surprise your clients on the “upside” and exceed their expectations if you value ongoing success. At my firm, we’d take a few hours every month to ask the questions above to every one of our owners. When we were finished we’d always say, “Do you know of anyone who needs my help and services?”
We‘d also conduct seminars for our clients and the clients of other property managers pro bono. We often attracted new clients who were looking for better service. So ask yourself, “Do I know all my clients well? Have I taken the time to ask them about their goals, concerns and their apprehensions?” I’m not encouraging …read more
From:: Property Management