As customers' expectations increase, property managers should be looking to learn from the major international airlines, according to one leading real estate service provider.
Andrew Reece, owner of InspectRealEstate told Residential Property Manager that tenants, landlords and potential clients expect a greater level of customer service than ever before, and a majority of this work occurs afterhours.
“You can book an airline ticket online, you can book a rental car online – imagine shopping around online for a rental car or a hotel, but then finding you couldn’t make a booking over the internet. What would you do?,” he asked.
“You’d go to the next hotel or the next rental car company and deal with them instead. This is what tenants are now doing with regard to booking property inspections.”
According to Mr Reece, The InspectRealEstate software goes a long way in streamlining the process of booking a property inspection.
Once a tenant finds a property they are interested in on one of the major portal listing sites, they enter their information into the contact fields. The tenant is almost instantaneously emailed a customised message with information on that property, including open inspection times, and this occurs at any time of the day.
“About a third of all of our bookings occur after hours, so it’s like the agency is open all the time to take bookings. It’s becoming commonplace now,” Mr Reece explained.
The technology also means open inspections are only needed when interested parties can attend, cutting out wasted time for property managers.
“The software can eliminate the dreaded 'no show'. Property managers will never again have to attend an inspection, only to find that no-one has turned up,” he said.
“This saves the property manager a substantial amount of time, and as we all know, time is money. It also significantly reduces the number of phone calls and emails from those frustrated tenants who have shown an interest in a property and are waiting for a suitable inspection time, as the system will automatically communicate with them once a time is set.”