In order to maintain the motivation for providing a top-level customer experience, property management teams should have a set of pledges to keep them on track.
These pledges should reflect the level of service you’d expect as a customer yourself, but they’re not always easy to outline. In this article, we’re going to take you through some of the key points that your property management team should be focusing on.
Communication
This one makes the top of the list because, above all else, it should be your number 1 focus. Communication is the integral core to any high-functioning property management team and if you look into the causes behind customer complaints, nearly all of them are down to a lack of communication.
Around-the-clock online access
Any property information that your customers might need – including any statements – should be available online at their convenience. Even if it’s only so they can view their payments, customers should be able to check in on the status of their property whenever they want.
By offering your customers transparency at this level, you’ll increase the chances of maintaining a smooth, long-term business relationship.
Keep up with regular inspections
In your agreement, there will be a section that mentions that as property managers, you’ll keep up with a routine number of property inspections. If you don’t uphold your side of the tenancy agreement, you’re opening yourself up to a long list of liabilities.
In serious cases, compensation has had to be issued to customers whose properties have suffered unnoticed damage as a result of infrequent inspections.
Contract renewals
This is especially important for investor clients, but you shouldn’t turn a blind eye to it regardless. Many insurance policies are considered void if leases aren’t renewed on a regular basis.
To work around this, you should ensure that all renewals are sent to the customer in good time. If there are any risks regarding insurance invalidation, you should also make them aware.
7 promises that you should make as a property manager
- Take pride in your professional practices
- Make mutual respect a part of every action you take
- Always have your customers’ best interests at heart
- Stay positive about everything you do
- Network relentlessly with everyone you meet
- Share knowledge with your colleagues to help them learn
- Never make trade-offs with your business ethics and morals
What happens if you stray from these pledges
Internally, your company will have a number of processes which can be undertaken to resolve potential issues.
It’s important that you offer your customers incentives for if/when you can’t stay true to your word. For example, if you don’t return a call within 24 hours, offer a customer 2 months of free property management. Off the back of this, you’ll be able to motivate your teams with commissions to ensure they keep up with the workload.