One of the country’s leading property management coaches claims that consumers are comparing the service they receive at hotels and restaurants with real estate agencies.
Managing director of the Leading Property Managers of Australia (LPMA) Bob Walters told Residential Property Manager that clients aren’t comparing apples with apples anymore.
“We’re judging service experiences not within the industry, but across industries… and a lot of offices aren’t stacking up,” he said.
“Customer service expectations have increased year on year, but today landlords don’t necessarily judge real estate agency to real estate agency, they judge their service experience with other industries.
“It’s a matter of how great the customer service experience was from a property manager when compared to the last time they stayed at a hotel, or the last time their car was serviced.”
Mr Walters said property managers need to generate quick responses, while still making the customer feel valued and important.
“This is just one thing that separates a great property management business from an average one,” he said.
Mr Walters will be speaking on this topic at the 2014 LPMA Conference on the Gold Coast in April.
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