There’s a lot of talk about how we, as property managers, can help our clients. What we don’t talk about nearly enough is how our clients can actually help us. Customer feedback is necessary for healthy growth and it’s a reliable way to discover what’s working with your business (and more importantly - what isn’t).
Whatever methods you choose to gather feedback, whether it’s via online surveys, comment cards, social listening or something else, the insight you gain can be invaluable. Let’s explore three ways you can put that information to work.
Improve your service levels.
You work hard to keep your customers happy, but since you’re not the only property manager on the block, it’s important that you not become complacent. Otherwise, you could easily lose business to a competitor. Gathering and analyzing feedback is a great way to identify areas where improvements could be made. For instance, you may discover that your clients are frustrated with long turnarounds for maintenance requests. Automating this process could resolve this issue, improving satisfaction levels and ultimately boosting retention.
Train and motivate employees.
Another area of insight feedback can help with is employee performance. For example, you may learn through your clients that a particular team member isn’t providing the level of service you expect and could therefore benefit from additional training. Or, you might find out that a certain employee has been going above and beyond for customers and, as a result, deserves some recognition. Be transparent with your property managers and other team members. When they can see what’s being said about them, it can be very eye-opening and can motivate them to work harder.
Brainstorming sessions are great when the ideas are flowing, but what happens when you’re stuck? As busy property managers, it can be challenging to come up with new and innovative business practices to try. Why not lean on your customers for a little help? After all, they’re the ones who will benefit in the long run anyway. Ask your clients what they’d like to see more of as well as which areas they feel could be improved upon and how. Then, use this feedback to help spark an ideation session with your team.
Of course, these are just three of the many ways to use feedback as a tool for business improvement. As you take the time to evaluate the results and learn what your clients are saying, you’ll likely discover even more ways to put those insights into action.