Onboarding New Clients – Starting out the Landlord relationship can make your life easier or harder

5 Easy elements to make a client feel special

When a new client comes to you, they want to ensure they are being looked after. If they don’t feel as though they are an important client this won’t happen, so ensuring your clients feel important is vital in Property Management for long term clients. Let’s look at several ways we can make our clients feel important.

1. Give them what they want!

What do they want? It’s natural everyone landlord will want to make as much income as possible from their investment. Do we always understand what the client’s expectation of the income level is? If the rent achieve isn’t at their expectation, are you able to show them this is the best result possible in the current market, and emphasise the potential loss of income from prolonged vacancy and make them feel good about the decision they have made in this process?

2. What does good service mean to them?

Do we always understand what they expect good service looks like? Do they prefer phone calls, text messages, emails, voicemails? If the agent signing up the client has done a great job of getting this information, how is it being passed onto the next person in the business, and the person after that?

3. Listen to them

When they are talking to you, really listen.  Make eye contact, close your mouth, and focus on the words they are saying, not on what you want to say the moment they stop talking.  As the saying goes; “two ears, one mouth.”

4. Use their name

If you have a client and your communication to them doesn’t start with their name, it shows you aren’t going to the effort to use their name. To some this won’t matter, but to others this will add to minor grips which make someone else less important.

5. Follow up

If you don’t have a follow up touch point at some stage of your process, you run the risk of a client feeling passed over and forgotten about. You very well may have processes and systems in place to nurture the client after you have stepped out of the picture, but a follow-up touch point will always help to make a client feel special regardless if everything is working, or something is falling short of expectations.

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Paperless Inspections – it makes sense

During the past year of challenges, some changes may have been pushed upon us. Whether we took it in our stride or found it challenging, some changes that we have now embraced include these unique innovations created by Inspection Manager and have set the path for the future.

The Paperless Condition Reports introduced by Inspection Manager are the way of business now and in the future. 

Paperless is better for the environment, plus it also reduces costs for the Agent and the tenant. It ensures that the inspections have been received, finalised, and completed within the required timeframe, and this has also increased efficiencies for teams and improved service for clients.

The added benefits not only helped the Agents stay on top of maintenance and care of properties, it also increased compliance with reminders to tenants in returning reports and provided easier access for tenants to complete this essential document.

Additional features like voice to text are a function that can reduce time spent conducting the inspections, increase productivity with the time saved with increased efficiency and less paperwork, or illegible handwriting. Speech recognition software can produce documents in less than half the time it takes to type.

If you missed today’s webinar, head over to www.realpluscommunity.com.au where you can catch up with this replay on demand.

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What’s the Impact of a First Impression

Swipe Left or Right? Run fast through a dimly lit carpark? Locked eyes with an interesting stranger across a room? First impressions are alive and well and for good reason.

Fight or flight is a mode that is built into us all. We read a situation, person, or energy the moment we first encounter it. Within milliseconds, we analyze what is before us to make primal decisions on what action we should take. Do we cross the street, turn our gaze, interact, swipe left or right? Do we trust? Do we avoid it? Is it even possible not to judge a book by its cover?

As a consumer, you are making buying decisions every day. As you walk into a store, see a product or interact for the first time with a potential service provider, and our clients and customers are doing exactly the same. The challenge is to create congruency for the intended impression, with the actual impression.

Working with businesses for the last 19 years, I seldom find one who has taken the opportunity to review what a client’s first impression is of their business and identify discrepancies and cost. What happens when you ring your office, attend an open home, visit your website?

How is an actual client and customer handled in that first moment? What is the impression they get of you in that first moment, that first interaction? Is it what you intended?

First impressions can leave clients wanting more or desperate to walk away, never to be seen again. The cost of getting a client in the door in the first place is high enough to warrant a review of the leakage and more. But why do so many of us not take the challenge?

Are we afraid of what we will find? Do we not know where to start? Do we make ego assumptions that everything is as it should be? Do we not know what to do if we discover it’s not as it seems?

Creating consistency in business is as much about setting the intention as ensuring everyone is aware of it. An easy way to start is to ensure every staff member has the same perspective on how clients or customers should “feel” when interacting with you. Providing examples, role play, and insights into how to bring this to life can get everyone on the same page and put your business on a path to consistent first impressions.

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Protecting your Fees

Why do your customers pay you anything?

It is important to have multiple answers to this. One very simple, and one very detailed. To start with, a simple answer of a summary of what you provide to them might sound like. “To maximise the return of their investment property, whilst providing a high-level knowledge and service to minimise the difficulties of a residential investment property”.

A detailed answer to this will start by going into the very visible fees you charge for your services;

  • Securing a tenant
  • Completing a lease agreement
  • Rent collection/ disbursement
  • Monthly statements
  • Yearly income/expenditure reports
  • Property condition reports

Then, I would encourage you to answer further in detail on the elements which are more invisible;

  • Local knowledge
  • List of pre-qualified prospective tenants
  • Depth of relationship with quality contractors
  • Support for tenants
  • Multiple rental payment methods
  • Multiple communication methods for all clients
  • Experience and skill set of team members
  • Continual and regular training for team members

As you can quickly see, we could continue writing this list for quite a long time, depending on the individual points of difference your agency has. From here, we then want to know if these points of difference are of any benefit to your clients? If they are (and I’m sure they are), how much benefit are they? This will vary for different clients. This is where we need to get to with every prospective client to understand what they will see as valuable to them in a Property Management agency, then emphasise how you can deliver these services and more.

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Growth through Referrals

5 ways to improve your use of reviews in Property Management.

If you want to improve your presence in the market, utilising online reviews can help give your potential future clients some social proof of why you are the right choice to look after their investment. Here are 5 ways to improve your use of reviews in Property Management.

1. Ask for them!

Instead of waiting for customers to volunteer a review, you can ask customers if they would like to leave one on a site of your choosing – one study found that 68% of customers will leave a review if they’re asked. If you are not asking for online reviews, you can start now by making the first steps easier by having a hyperlink available for them.

Taking into account the timing of the request is vital. Obviously, avoid requesting this during a dispute and focus on the positive touchpoints through the client journey (Shortly after the application’s approval, a smooth moving day, anytime you received positive feedback).

2. Where is your focus?

There are several options for the public to do a review for a Property Management agency. Most Google & Facebook would be favoured, although you may want to see if your area has activity on other sites such as rate my agent or local community groups.

Consider this: According to Google/Nielson, 93% of people who use mobile to research go on to complete a purchase of a product or service if there is a good chance a prospective new client will search for a review you want to be across multiple platforms in a positive light.

However, if you bombard each current client with a request to review each site, you mightn’t get the response you would like. By monitoring and choosing a current focus, you can manage the balance of this as required.

3. Respond to reviews.

Setting up alters is important to regularly monitor your main review sites to check if there have been any reviews recently. Make sure you respond to each one quickly. If a customer is taking the time to write a review – positive or negative – you can’t ignore it. Firstly, to ensure they felt heard and to ensure the public see you hear, listen, and respond to feedback.

Be careful about how you respond to the customer. Check that your language and tone are on-brand. Many consumers read responses to reviews, so they will be watching how you react.

Thank the customer for their time to provide feedback, and where there are negative comments, offer to engage with the customer directly to ensure the matter is dealt with. This shows you’re proactive about giving good customer service and that you take their views – and experience – seriously.

4. Be honest with reviews.

No one is perfect, and no business is perfect. By showing transparency and apologising if there was a situation where your service wasn’t up to the normal standard, potential clients will apricate the honesty and effort to attend to matters of concern. This will also build your reputation as an honest and trustworthy brand.

If you try to hide or block reviews you would prefer aren’t there, the individual wanting to leave the review very well might use another source to speak out.

5. Share reviews in your marketing.

Once you have done a great job providing outstanding service to your clients and received multiple positive reviews, you can move on proactively, letting prospective clients know. A simple way to do this is with a tag line followed by your recent reviews;

  • Please don’t take our word for it…
  • Have a look at what our clients have said…
  • We are happy to help…

One of the great benefits of building your online reviews is the social proof this can give to the public about your business. 

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