This is an article dedicated to those inspirational Property Managers who continue to stimulate the owner/tenant experience within the property industry.

As you will know, organisations can only provide exceptional Customer Experience if there is an established culture of customer-centricity. It is embedded in the mission, vision, and values of successful brands that the customer is ultimately the birthplace of their success and failure. 

CX is a long walk to a motivating and rewarding destination. Nevertheless, it is the ‘quality’ of the experience that builds and sets the tone for the lasting impression. 

Property Management is no different, and CX is the fundamental component of the business. It is estimated that the Property Manager spends 40 – 45 percent of their time on the landlord relationship and addressing tenants/residents’ issues. Each touchpoint in this journey emulates an experience and the opportunity to make it unforgettable. 

The Property Management industry thrives on this relationship. The successful alliance of owner, Property Manager, and tenant lays the foundation for a long-term tripartite association. The partnership will only prosper when the customer is kept at the centre of everything they perceive, plan, and execute.

The synergy between owner, Property Manager, and tenant is instrumental in achieving CX excellence and maximising the revenue for the owner. It is customer-centric goals and objectives that sustain and increase the periodic return from the income-producing estates.  

Effective management is not only about a well-run property – it is a three-way affiliation that is fostered on the foundation of trust. 

Acquisition of the property, leasing, rent collection, a well-balanced budget, and preservation of the assets are some of the principal responsibilities which the Property Manager is doing for the owners, and they shall continue to do so. However, the customer can become secondary amid this lifecycle, despite being the source of survival.

A Property Manager should take the lead in reshaping the owner’s business objectives and deliver by realigning operational practices. With the customer-centric policy and the right employees in place, they can deliver a boutique service and quality Customer Experience.

Ultimately, happy and satisfied residents/tenants become the promoters of the owners’ properties, which means company success and the potential for significant growth.

The key to maintaining this relationship is understanding the opportunity to build a rapport and cherish this association. Here are some tips to make it a long-term association:

1. Develop a customer-centric culture led by executive management. Do you have a Customer Strategy?

2. Know your people – they are your culture.

3. Train and educate your staff to become customer-centric. Think and act like a customer.

4. Foster a culture that appreciates residents/tenants – create happy moments. 

5. Map the journey, and manage it. The key is to keep it simple.

6. Measure your success, publish, and celebrate them. Raise the bar high!

7. Communicate, communicate, communicate, and remember – CX is a process, not an event!

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