An article by Lisa Pentland

Aussie landlords say that they want to work with businesses that offer greater transparency and express frustration over what is considered by our industry as acceptable communication practices. Property managers are sweating it out doing their very best to stay on top of their workloads and “meet” the ever-increasing expectations of their clients, often in un-supportive environments. Why?

And where are landlords getting these expectations from anyway? 

I see many property managers pulling their hair out or even rolling their eyes, as though landlord and tenant expectations are unreasonable. Well, the thing is, customer service is a highly valued global commodity on which your value will be determined. Consumer and customer expectations are set with every experience, across every industry and the world. Saying that’s not how it works in property management or just being better than your immediate industry competitors in your suburb or town simply isn’t enough to truly delight your customers.

The fabulous thing is that most of you already have the software, employing these services will generally make your work life much more rewarding, enabling you to deliver greater service, more efficient communications, save you time, avoid conflict and confrontation and delight your customers. Who wouldn’t want that? 

So where is our opportunity and why is our industry lagging so markedly.

The problem is, I’m not convinced that the operators and practitioners amongst our industry are leading the way.

Caught up in daily operations, they simply don’t have time to: 

1. investigate the options available 
2. allocate the required time to learn how to fully utilise a product, and 
3. implement and release, also time consuming and requiring lots of your time and patience. 

Also, from my experience, I don’t think many realise how very valuable and profitable a well-run property management business actually is. Many are so focused on securing new business, there is little regard for the service levels offered once the business is won. When the value of the business is truly recognised by the whole team and pride is taken on the financial contribution to the business, the re-investment in greater service offerings is an absolute no brainer.

• Can you imagine walking into your bank or phoning them to get your account balance or waiting to receive your bank statement at the end of the month to see if you got paid? 
• Can you imagine not having an app on your phone to transfer funds or top up your Opal Card on the train between stations. 
• How often have you been relieved to receive a text message reminding you about your dental or hairdresser appointment?

These are examples of the innovations of services and industries around us. They are forming the expectations of our customers. The truth is that this leaves most of us as plain disappointing.

If you’re still complaining about the number of incoming calls or “interruptions” you receive or you are turning up to routine inspections and no-one is home when they said they would be… these problems can all be solved by you and what’s more, your clients will love you for it.

Fully utilising your software, setting up SMS (reminders not notices) as part of your workflows and opening up landlord and tenant portals are no longer optional extras. Time, patience, practice, determination and discipline is all you require, but it’s absolutely paramount to your future career and the future of your business.

Aussie landlords say that they want to work with businesses that offer greater transparency and express frustration over what is considered by our industry as acceptable communication practices. Property managers are sweating it out doing their very best to stay on top of their workloads and “meet” the ever-increasing expectations of their clients, often in un-supportive environments. Why?

And where are landlords getting these expectations from anyway?

I see many property managers pulling their hair out or even rolling their eyes, as though landlord and tenant expectations are unreasonable. Well, the thing is, customer service is a highly valued global commodity on which your value will be determined. Consumer and customer expectations are set with every experience, across every industry and the world. Saying that’s not how it works in property management or just being better than your immediate industry competitors in your suburb or town simply isn’t enough to truly delight your customers.

The fabulous thing is that most of you already have the software, employing these services will generally make your work life much more rewarding, enabling you to deliver greater service, more efficient communications, save you time, avoid conflict and confrontation and delight your customers. Who wouldn’t want that?

So where is our opportunity and why is our industry lagging so markedly.

The problem is, I’m not convinced that the operators and practitioners amongst our industry are leading the way.

Caught up in daily operations, they simply don’t have time to:

a: investigate the options available

b: allocate the required time to learn how to fully utilise a product, and

c: implement and release, also time consuming and requiring lots of your time and patience.

Also, from my experience, I don’t think many realise how very valuable and profitable a well-run property management business actually is. Many are so focused on securing new business, there is little regard for the service levels offered once the business is won. When the value of the business is truly recognised by the whole team and pride is taken on the financial contribution to the business, the re-investment in greater service offerings is an absolute no brainer.

-          Can you imagine walking into your bank or phoning them to get your account balance or waiting to receive your bank statement at the end of the month to see if you got paid?

-          Can you imagine not having an app on your phone to transfer funds or top up your Opal Card on the train between stations.

-          How often have you been relieved to receive a text message reminding you about your dental or hairdresser appointment?

These are examples of the innovations of services and industries around us. They are forming the expectations of our customers. The truth is that this leaves most of us as plain disappointing.

If you’re still complaining about the number of incoming calls or “interruptions” you receive or you are turning up to routine inspections and no-one is home when they said they would be… these problems can all be solved by you and what’s more, your clients will love you for it.

Fully utilising your software, setting up SMS (reminders not notices) as part of your workflows and opening up landlord and tenant portals are no longer optional extras. Time, patience, practice, determination and discipline is all you require, but it’s absolutely paramount to your future career and the future of your business.