Property managers are notorious for having a ridiculously long list of clients, but how many is too many?
Paul Glossop, founder of property buyer’s agency Pure Property Investment, found keeping his client list small helped him create a better customer experience. He spoke with RPM's sister publication My Business on the My Business Podcast about how property managers can benefit from scaling their business.
“We actually cap the amount of clients we bring on at any given time,” Mr Glossop said, adding that taking on too many clients can “jeopardise the service”.
Measuring the amount of time each client requires is the first step. Mr Glossop uses this result to work out how many clients his agents can comfortably deal with. He believes going over this number will have a detrimental effect on his business.
“For us, service and quality is going to be number one because ultimately our easiest client to come back...” he said.
Increasing customer satisfaction is more likely to result in the client using your services again and referring their family and friends, which is a great way to build your business for minimal cost.
“We don’t want a hundred clients at any given time because we know straightaway that delivering that service is going to be impossible,” Mr Glossop said.
“We understand what we’ve got in the pipeworks is going to dictate the future and for us we say, once we’ve done our campaign, we’ll look at what the flow on from that is and then we’ll look at reassessing what clients we have in the books.”