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How to turn happy clients into growth

23 June 2015 Jay Garcia

Keeping staff and clients happy is a virtuous circle that leads to higher productivity and more business, one agency boss believes.

Ouwens Casserly Real Estate director Alex Ouwens said the Adelaide agency focuses on looking after its existing stakeholders first – that is, its landlords, property management staff and agents.

“Your best recruiters and your best promoters are the people who already know your business and enjoy dealing with your business,” Mr Casserly told RPM.

“When the property managers are happy they work harder, and since they’re happy with what they do then typically the landlords are happy as well. That then evolves into referrals and repeat business from our current landlords.”


Mr Ouwens said the agency’s property management business is a self-sustaining division, despite the help it gets from the sales business.

“While we have a reasonably big sales team that refers a lot of investor leads into our property management, the bulk of our clients come from word-of-mouth and an exceptionally well-run rental portfolio,” he said.

Mr Ouwens said although the Adelaide agency is focused on organic growth, it is open to the idea of acquiring some prime smaller to medium-sized rent rolls.

In 2013 Ouwens Casserly formed a joint venture with Adelaide Metro Property Management and has grown its rent roll to 1,100 properties over the past 18 months.

[Related: PM testimonials are 'incredibly powerful']

How to turn happy clients into growth
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