5 Steps to Retaining Loyal Customers

As all business owners know, it’s easier (and cheaper) to hold onto loyal clients than finding new ones — this is especially true for property managers. Today’s renters and customers have a range of options and they expect exceptional service. If you haven’t been thinking about your relationship with your clients, now is the time!

Here are the top five ways to keep your customers happy and ensure your business keeps humming:

1. What do your clients want? — If you don’t know the answer, it’s vital you find out ASAP! Call them up and ask. Letting customers know you are interested in their needs can really firm up a relationship and cultivate loyalty. If a personal phone conversation with each client isn’t feasible, you can get the same feedback by emailing them a link to an online survey.

2. Be responsive — When issues arise, few things irk customers more than an unreturned phone call or email. Address client concerns quickly and provide them a realistic expectation of when problems will be resolved. Best practice: Respond within 48 hours and then follow up with a call or email when the work is done.

3. Be transparent — Create a comprehensive website where customers can easily view billing orders, leases, statements, etc. Also, offering tenants the opportunity to pay rent online is not only more convenient for them, but for owners, too!

4. Deliver top-level service — Simply enough, happy clients stay longer. Providing superior guidance and assistance in a timely manner — and training your employees to do the same — means clients will see you as a helpful resource, not just as someone who shows up to collect the rent. By establishing your value, you can foster true customer loyalty.

5. Be a partner — Share your knowledge and resources with your customers. From informing owners of their legal responsibilities, to suggesting property updates to lower costs and boost their market and rental values, ensure your clients know you are in this together!