In an increasingly digital world, people want personal interaction more than ever before. In fact, not only do your property management customers want personalized service. They expect it. And if you do it right, you can leverage it as a key differentiator from your competitors. The good news is, there are lots of ways to provide a more customized client experience that will win you loyalty and referrals for many years to come. Here are a few ideas to get you started.
Call them by name and make eye contact.
Whether you are sending an email, responding to an inquiry on social media or meeting with a client face-to-face, greeting them warmly by their first name is a must. For in-person meetings, make sure any employee working with a client is comfortable making and maintaining eye contact. (You’d be surprised at how many fail at this simple task.)
Let them choose.
Offering multiple channels for your property management clients to get in contact with you is another simple yet highly effective way to make your service more personalized. That’s because doing so enables and empowers them to select a communication method that they feel most comfortable with. So, for example, the person who prefers not to speak over the phone can personalize his or her experience by choosing live chat for support instead.
There are 2.5 quintillion bytes of data created each day. Among that data is invaluable information about your property management clients. In fact, you can use the data that’s available to you to study client behavior and previous interactions to learn about the wants, needs and pain points of your customers. With this information in hand, you can then adapt your service to align with those needs and preferences, creating a much more personalized experience.
Last, but certainly not least, don’t forget the human element in your interactions with clients. This is especially important when it comes to online communication. It’s easy to forget that there’s an actual person on the other end of that email or social media message, but without the human touch, you’ll miss out on the opportunity to really make a strong and lasting impression on your clients. Don’t be afraid to let your personality show through. Humanizing the experience will endear customers to your brand.
A recent study found that 80% of people say they are more likely to do business with a company if it offers personalized experience. So, not only is it good for customer retention, but it could be the deciding factor that helps your prospects choose you over the other property management companies in your area. The four tips above should help set the stage for delivering more personalized service to your clientele.