We all know that happy customers are the key to business success. You get a lower churn rate, higher retention, and an increase in brand loyalty plus of course an increase in referrals – which are the cornerstone of growth.
In Property Management the key client has always been the Landlord, but more and more we’re seeing that tenants also have an important part to play in our business growth. Fee’s have traditionally been earned from the landlord but we’re now seeing fees earned from the tenancy itself, so the tenant naturally c=becomes more important.
We have a suite of ‘givens’ in our customer service these days – great landlord and tenant apps, automated processes, rewards programs, and a whole raft of tech enabled services that a customer can access to make their lives better.
24/7 on demand access
We have a suite of ‘givens’ in our customer service these days – great landlord and tenant apps, automated processes, rewards programs, and a whole raft of tech enabled services that a customer can access to make their lives better.
24/7 on demand access to information like ledgers and statements, the ability to report and manage maintenance online and in real time, the ability to manage payments in real time and online – these are all items that most leading offices now take for granted.
But this new tech enabled world isn’t just about providing direct features to your customers, even more importantly its about enabling your team to give a great personalised service that is really what will underpin all those innately human relationships that drive your business.
The old adage, Happy employees = happy customers has become a bit of a business bumper sticker.
Your team is the face of your business and you need that face to be happy and even more importantly to be skilled. Routine tasks are seen by your customers as having no added value, your team needs to provide value add professional advice and assistance.
The strongest links between employee happiness and business outcomes occur over the long term and behind the scenes. Innovation, for example. The correlation between employee happiness and innovation is nearly twice as strong as the correlation with customer focus.
Not to mention the real costs of team turnover. High turnover changes much of what the customer sees in the employees. They are newer, of course. They are less knowledgeable, both because of their shorter tenure and because companies that lose people at a fast clip are less likely to invest in training for them.
What’s the equation for this? maybe, “Happy employees = longer tenure = consistent training = employee expertise = happy customers.”.
Which could pretty much justify asserting, after all, that “Happy employees = happy customers.”
Whatever the formula, a happy customer base will definitely provide your business with a successful growth trajectory into the future.
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