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The first stages of the landlord relationship are kind of like a new romance
Blogger: Hermione Gardiner
We are trying our best to woo the client during our first date with them (the appraisal), showing them all our best features and tricks (during the leasing process) and securing them as yours (negotiating the tenancy).
But what happens once this honeymoon period is over? Does the ongoing relationship burn strong with confidence that they have made the right choice in you?
Or is this the part where attention to that client quickly fades as other tasks take priority, and the client is left wondering why they made the decision to go with you in the first place? Are they thinking 'None of those amazing promises they first made are being met!'
Perhaps the problem doesn’t lie in there being other tasks to do (there will always be other tasks to do) but potentially, in the rush to woo the client over:
1. The needs of those clients hasn’t been effectively listened to, recorded, or passed on to the property management team. How are they best contactable? What level of involvement do they wish to have in the ongoing management? At what stage do they need to be advised about certain issues?
Or 2. We haven’t done a thorough job in educating our new clients as to exactly how the ongoing management process will move forwards after the initial honeymoon period. Do they know what the property management service includes? How we communicate with them, how is best to contact us, expected response times, how unforeseen issues will be dealt with, when they receive their funds and more.
Of course first impressions are important to establish the relationship with the client - the initial impression can set the tone for the entire customer experience! However, it is increasingly more important to spend more time in discussing the needs and requirements of the ongoing relationship to ensure you’re passing over the baton smoothly beyond the initial stages of leasing.
Want more great insight on enhancing your client relationship and experience?
Join us for next week’s webinar guest hosted by international superstar Kirsty Spraggon – live from LA on Wednesday 12.30pm AEDT. Register here
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