Keeping customers satisfied is a given. Providing an amazing customer experience, on the other hand, is what will help make your property management company stand out from the competition. So what’s the secret? While there’s no magic formula for success, there are certain practices you can employ that will improve how your clientele feel about working with you (and in turn, increase the likelihood of getting some decent word-of-mouth referrals as well). Let’s take a look.
When we think of customer experience, we typically think about what we can do to assist our clients. But today’s customers are different. They’re tech-savvy and self-sufficient. More often than not, they want the power to help themselves. So while offering stellar hands-on customer service is important, offering self-service options through your property management software is also key, as is including a FAQ section on your website.
Gather and Use Feedback
What better way to understand what your customers want and need than to ask them? Gathering regular feedback will help you identify what’s working and which areas could use some improvement. As a bonus, when your customers see that you’re putting their feedback to good use, it’ll build more loyalty. Gathering feedback from those who deal directly with customers such as your sales team is also good practice.
Cut down on repetition
When your customers contact your property management company, do they have to repeat the same information multiple times to multiple different people? If so, you’re missing the mark. Today’s consumers want consistency, but they also want convenience. Invest in software and technology that will help keep customer information well-organized and easy to access so your clients won’t have to jump through a bunch of hoops to get what they need.
Your customers aren’t just numbers. They’re individuals. If you treat them as such by staying in tune with their needs, wants and pain points and serve as the ideal solution to those things, you will win them over for life. There are probably a dozen different property management companies in your geographical area. Showing genuine empathy so that your clients know you care is what will ultimately get them to choose you over your competition.
What about you? Do you have a tried and true strategy for wowing your customers at every turn? Please share it with us in the comments below!