Ensure you never miss an issue of the
real estate business bulletin
Real estate boss highlights the value of tenant care

Real estate boss highlights the value of tenant care

by Jay Garcia 5 comments

LJ Hooker chief executive Grant Harrod has said the views of tenants are critical when measuring the customer experience.

The franchise launched a customer voice platform to welcome customer feedback from all aspects of the business after conducting significant amount of research in 2015 and gathering feedback from almost 16,000 customers.

“We hadn’t been giving our customers the opportunity to appraise our performance at every transaction,” Mr Harrod said. “They now can – whether it’s a sale, purchase or a rental.”

Mr Harrod noted that while property management is often overlooked in the real estate business, particularly in favour of big sales volumes, tenants are a vital voice in customer satisfaction.

 “I don’t think the industry looks at satisfaction levels from a tenant’s perspective. Interestingly, almost 70 per cent of tenants begin their property journey in a rental, and that is when they start forming their views about brands,” he said.

“Those views will often live with them for a lifetime.”

LJ Hooker is now inviting tenants to rate the group's performance and whether or not it has delivered.

Hermione Gardiner from Real Plus said tenant care is important because many tenants don’t differentiate between the property manager and the agency.

“I have sat down very recently at a lunch and had people talk about their bad experiences as tenants, and name and shame agencies,” she told RPM.

Ms Gardiner said property managers should be looking after tenants’ needs all the way through to vacate because most base their opinion on their final experience.

“I've actually won management from a tenant who exited the property because I dealt with him professionally the whole time and I didn't make him feel like a villain, even though I took a lot of his bond,” she said.

“He said there was no one else he would rather have looking after his investment property because he knows that I'm going to have his best interests at heart.”

According to Ms Gardiner, the moving process can be stressful, so it’s important that property managers help with the vacate and provide positive reinforcement.

“Instead of saying, ‘If you don't return the property clean, you're not going to get your bond back’, we should be saying, ‘We want to help you get your bond back as fast as possible, so here are three things you need to do to ensure that’.”

[Related: When was your last survey?]

 

Real estate boss highlights the value of tenant care
lawyersweekly logo
promoted content
Recommended by Spike Native Network
Listen to other installment of the Real Estate Business Podcast
reb top 100 agents 2017

The REB Top 100 Agents ranking is the foremost ranking of agents in Australia. It has set the bar for excellence in Australian real estate. To be ranked as an REB Top 100 Agent is the standard real estate professionals strive for. See the full 2018 ranking here!

featured podcast

featured podcast
An industry where the resilient succeeds

Tim Heavyside believes that a strong support team and good foundations are paramount to success in the real estate industry, and with regu...

View all podcasts

Would you consider working for Purplebricks or a similar 'DIY' model?

Yes (7.2%)
No (80.9%)
Perhaps - make me an offer (12%)

Total votes: 209
The voting for this poll has ended on: July 13, 2018
Do you have an industry update?