Netintegrity Blog

How to Show Your Property Management Clients How Much You Care

By Joseph Slonimsky

thankyou.jpgLoyal clients are the lifeblood of your property management business. Not only do they ensure that your company stays profitable by enlisting your services, but they’re also a valuable resource for obtaining more word-of-mouth referrals. In addition to making sure your customers are always well taken care of, it’s nice to take additional steps to show them how much you appreciate them and how thankful you are for their business. Let’s take a look at a few things you can start doing today to show your gratitude.


First, personalize the service you provide. Nothing says thank you consistently like delivering exceptional service with every email, call or face-to-face meeting. When you make a point to really get to know your property management clients and tailor your service to them, they’ll pay you back with many years of loyal business.

Next, make following up and staying in touch a priority. Never miss a chance to truly wow your customers. That maintenance request they called in last week? If it’s done, pick up the phone and check in to make sure they’re happy with the results. If it’s been a while since you’ve heard from or spoken to a particular client, set aside a few moments of your day to reach out and touch base.

Take your customer service to the next level! Get your free copy of the Property Manager's Guide to Creating an Extraordinary Customer Experience.

Another way you can demonstrate your appreciation to your property management clientele is to always go above and beyond. Sure, doing just the bare minimum may be enough to keep a customer happy, but when you take those extra steps, you really drive home how important that relationship is to you. This is what sets amazing companies apart and what will keep those loyal clients coming back, year after year. It’s also what will have them singing your praises to others, and we all know how valuable word-of-mouth marketing can be.

Some other ideas for recognizing individual customers (any time of year) include the following:

  • Pen a handwritten card or note (you’d be surprised at how much of an impact something so simple can make)
  • Send a gift basket filled with local goodies for everyone in the home or office to enjoy.
  • Purchase a gift card to their favorite restaurant or coffee shop
  • Bake or cook something (i.e. brownies, pie, fudge, etc. - bonus points if you also happen to know their preferences and/or dietary restrictions)
  • Host a get-together for all loyal customers (a cookout in the summer is a great way to do this)
  • Special occasion gifts (birthday, wedding, new baby, new home, etc.)

You can decide when and how to plan gift giving. For instance, you might allocate a certain budget for each milestone, like sending a gift basket that increases in value whenever a customer reaches the 3, 5, 10 (etc.) year mark with you.

Related Post: 7 Ways to Create Exceptional Customer Experiences

Obviously there’s no one-size-fits-all solution, but the ideas listed above should at the very least give you a place to start. Remember – it’s not so much what you do or how much you spend. It’s the gesture that counts. Figure out how to make your client recognition program fit with your property management brand and go with it. Regardless of the way you actually carry it out, showing your customers how much you appreciate them will go a long way toward solidifying that relationship for many years to come.

What do you do to acknowledge your most loyal clients? Please share in the comments below.

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Take your customer service to the next level! Get your free copy of the Property Manager's Guide to Creating an Extraordinary Customer Experience.

 

Tagged Blog, Property Management, Customer Service, Tips