date on new approaches, solutions, and technologies to solve age-old Property Management problems. This is what I call “staying ahead of the curve.” What is better for your relationship management, being considered a creative and innovative company in touch with new trends in the industry, or being considered old school and stuck in your ways? Change can be scary and at times paralyzing. However, customer needs are constantly changing, and our Property Management businesses must also change to reflect these demands. If you recognize the need for change, get ahead of the curve, and embrace the steps to make it happen; it will result in positive impact to your relationship management. Relationship management is not always about your company’s bottom line. Do not focus so much on financial performance that you forget other values in forming good relationships. You never know when a person you were good to a couple of years ago refers a friend who then becomes a customer. Above all else, create a company culture to be genuine, treat others with respect, and welcome feedback. By doing so you will instill a great pro- gram for relationship management and maybe even get new customers in the process! • Bob Preston is the Broker/Owner of North County Property Group in Del Mar, California, and a member of the National Association of Residential Property Managers® (NARPM). Members of NARPM® receive information like this article every month through its news magazine, Residential Resource. To join or learn more, visit NARPM.org. Bob can be reached through his company website, www.ncpropertygroup.com or by email bob@ ncpropertygroup.com.
NO. 6 Reviews In your ongoing communications with your customers, let them know they can come to you with their prob- lems. It might just save you a nasty review. When you solve problems, thereby meeting or exceeding their expectations, let them know it would make your day if they would leave an online review! While you have no control over what they say about your business, it helps stoke the relationship by inviting them to voice their opinion. If you receive a review, good or bad, ALWAYS respond and thank them for their feedback. I respond to our reviews personally as the owner of the business. As a result, we closed many new cus- tomers because of the way we have responded to reviews. Your replies to reviews matter because it gives you an opportunity to show your pro- fessionalism, appreciation for their comments, and in some cases hum- ble appreciation for frustration they may have experienced. NO. 7 CustomerAppreciation At certain times of the year, make sure you dedicate attention and focus to show appreciation to your existing customers. Your custom - ers are more than a profit center and number on a spreadsheet. They need to know that! This is a proac- tive approach to let customers know that they make a difference in your company and that you are grateful for their business. Any small ges- ture can go a long way to showing you appreciate your relationship: a hand-written birthday or holiday card, a goodie bag or gift basket delivered to their doorstep, or a copy of your favorite book to say thank you! Show them you care, and your relationship will be strengthened!
NO. 8 Give Back
Showing your customers that you are a socially responsible company and give back to your community can go a long way toward indirectly improving customer relationships. Community service, charitable giving, and acts of generosity not only improve your business rep- utation but strengthen customer loyalty. Prior to the November 2020 election, North County Property Group joined a movement of 1,500+ companies known as Time to Vote. It was a pledge to our staff to make election day “meeting-free” and provided up to four hours of paid time off to get out and vote. Word got out and we received hundreds of positive comments online, by phone, and email from our customers applauding this one simple gesture of social responsibility. NO. 9 Dispute Resolution Property management can at times be a conflict-laden business. It is never comfortable relaying bad news to a customer, but it is your mor- al obligation to do so when such a situation presents itself. In some cas- es, bad news can lead to criticism, blame, or even a dispute from your customer. Such situations can pro- voke anxiety but can also be amazing opportunities to do the right thing. Some of our most loyal customers are those with whom we had a previ- ous conflict. Always remember that working with your customer through a challenge toward a mutually acceptable solution can be a power- ful relationship-building experience. NO. 10 StayingAhead of the Curve As members of NARPM, one of our greatest benefits is staying up to
30 | think realty magazine :: october 2021
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