Good service is an expectation, however, providing added value to a client and going above and beyond can deliver exceptional results. By taking things to the next level and innovating in the way you provide your services to clients, not only can it assist in retaining your existing clientele in a competitive market, but also helps to organically grow your rent roll via word of mouth recommendations.
Bradley Jacobs, Property Manager for Boutique Property Agents says, “Like every industry, bespoke, proactive and innovative services are what consumers are seeking. Whether it’s buying a new phone, purchasing a bottle of wine or putting their most valuable assets into your hands, clients want and expect more.”
Bradley provides his top tips for maintaining relationships with landlords to promote future growth and of course happy clients.
1. Pro-active & regular contact: Don’t only call or email them when there is a problem, such as a maintenance issue or the tenant electing to vacate. Have regular contact with them on a positive note. For example, let them know about recent activity in their building, whether it be sales or rentals.
2. No landlord is the same: Know your owner, work out what ticks their boxes and most importantly, do not treat every owner the same. Identify what form of communication they prefer. Whether it be traditional face-to-face, email, phone, and text message to WhatsApp or even social media and use it to your advantage.
3. Gain their trust: Always show the owner you have their best interests at heart. Never try to sound like you’re taking sides, instead give them the best possible advice to protect them. Plus, its important to ensure that whether the landlord owns a studio or a penthouse apartment, the level of service should always remain the same.
4. Preempt potential issues: Look out for maintenance issues that could arise before they actually do. An example of this could be, being aware of the age of the hot water system. If it’s 10+ years old, it may be time to have this replaced before it bursts and causes further damage to the property. Even if the landlord does not agree to replace the hot water system, it at least shows that you are a proactive operator.
5. Communication is key: If you receive a missed call or email from the owner, and it isn’t a high priority, always acknowledge their call and let them know a timeframe when you will get back to them. The most common reason owners get frustrated is because they can never reach their property manager, or he/she never gets back to them.