The digital age, fuelled by the internet and social media, has enabled consumers to be more demanding of the companies they do business with.
Putting your customers first and providing exceptional customer service is therefore essential to stand out against your rivals in the property industry. A ‘customer-first’ approach will do more than attract and convert, it will also improve your customer loyalty and retention.
Traditionally, good customer service entails personal one-on-one interactions. However, with the digital age, there are now lots more avenues businesses can explore.
But what does this mean in the property management industry?
There is no doubt that providing excellent customer service takes on many meanings depending on the area of the property market you’re in, but there are common elements which will set you apart from those who do not see the value in a ‘customer-first’ approach.
Here are PropCall’s top 5 tips to help your business stand out with exceptional customer service:
Being completely honest and transparent with your customers may sound challenging for your business. However, it enhances the likelihood that they will trust and remain loyal to you.
You should show your clients why to trust you by giving them access to important information. Maybe through a customer relationship management system where they can view financial information, or by giving them regular updates about the company in the form of newsletters.
Other ways to promote transparency is to ensure openness in the discussion of service options, or by taking care not to overpromise in order not to underdeliver.
Being transparent demonstrates to your customers that you are not perfect and are not attempting to conceal any flaws.
When the ships are down, it will increase their loyalty and understanding.
When accomplished on a regular basis, communication is one of the most important habits that ensures success in the property management industry.
By maintaining an open line of communication with your clients and as well as tenants, you will demonstrate sincerity that you care about their questions and concerns. Whether it is through phone calls, emails, formal or informal meetings, or one-on-one conversations; make sure you determine your customers preferred mode of communication.
Property managers, leaseholders, landlords, and lettings agents run a serious reputational risk if these channels of contact aren’t kept open, as dissatisfied renters can readily resort to social media or Google to make their views known. Such dissatisfied voices often become louder than supportive ones.
It is also critical that residents have a way to contact you during emergencies because some problems simply cannot wait. Your building’s residents must always feel as if they are receiving proper care.
Receiving feedback will help your company evaluate your performance and pinpoint areas that need improvement. The customer experience can then be improved by using this information to make changes.
Conduct regular surveys to receive feedbacks about your customers’ experiences. This can be done in person, via email, or even online. Do not take it personal if you receive unfavourable comments; they may be an opportunity for you to improve.
To ensure you provide a quality service to your clients, make it simple for them to access information, support, and services. This includes having a simple and easy-to-use website, responsive customer service channels, and a convenient location and operating hours.
Personalising the experience of your customers improves their sense of belonging by establishing a unique connection with your business.
Customers will become more loyal to and remain with your organisation when you prove that you understand and cherish their individual wants and preferences.
To stand out from the competition within the property or estate management industry, give your consumers a unique, customised experience based on their specific needs. Transparency, communication, accessibility, communication, and feedback can help your company create a customer-centric culture that delivers exceptional service.