HOW POOR CUSTOMER SERVICE CAN IMPACT YOUR PROPERTY MANAGEMENT COMPANY

HOW POOR CUSTOMER SERVICE CAN IMPACT YOUR PROPERTY MANAGEMENT COMPANY
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Property management companies often serve as the connecting link between landlords and tenants. The companies take care of several property issues – customer services being a part of it. Poor customer services in a property management company can tarnish the company’s reputation and also destroy relationships between the landlords and their tenants.

Prioritizing good customer service in your company can help you avoid these main consequences of poor customer service:

Poor Reviews and Ratings Deter Potential Tenants
Research shows that more than 70% of consumers share good experiences when they have them. Investing in a service-oriented business model can generate more than just happy residents; it can spark great word-of-mouth as well. Disappointed customers are adamant about sharing their negative experiences on social media and online review sites.

This is a significant problem since 79% of renters who consult these sites say that negative reviews have stopped them from visiting the property during their apartment search. Based on this information, property managers should be keen on following through with their promises and delivering better overall services.

Negative Interactions With Customer Service Can Drive Away Existing Tenants
According to the State of Global Customer Service Report, nearly 66% of consumers have ended their business with a brand due to a poor customer service experience. Also, according to the report, about 60% of consumers surveyed are ready to shift to a dealer that offers quality customer service.

According to a survey, 84% of property managers believe they communicate effectively with their client, while 38% of their residents think otherwise.

Property managers should invest in service-oriented staff who understand how to deal with customers and retain their composure when disagreements come up. Property managers should abide to the local housing laws and be honest with the customers. Through this, they will be able to retain a good relationship with the tenants and this improves the business.

At Insta Answer, with over 50 years of experience in property management customer service, our reps can ensure that your company excels at customer service. Call us now to see how we’ll handle your calls!

Picture of Steve Samuels

Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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