Customer Service Tips for the Multi-Housing Industry

customer service with Marquette

Many property managers spend a lot of time focusing on attracting new renters. While this should play a significant part in your strategy, it shouldn’t be your only focus. According to the White House Office of Consumer Affairs, “it is 6-7 times more expensive to acquire new customers than it is to keep a current one.” This means making sure your current residents are highly satisfied with top-notch customer service should be a top priority. In order to keep your renters happy and settled, follow these three guidelines.

1. Delighting customers

Review your amenities, maintenance department, and services regularly to make sure it is still meeting the demands and desires of your current customers. Does it need a few tweaks? Does it need an update? Is it still getting positive reviews? These are questions to ask and answer on a regular basis.

2. Discovering those who are dissatisfied

Since only a small percentage of people will openly complain to you, you need to find out if your renters are unhappy in any way and discover why before the lease is up. Conducting surveys is one of the easiest ways to hear how your customers feel about your business.

3. Go Above & Beyond

The only way to truly stand out from other communities is to go the extra mile. Depending on your time and resources, implementing certain community perks is a great way to shine. Whether you’re hosting a summer blowout or simply offering free cookies to residents, these acts will resonate with your residents.

Finding ways to keep your current renters satisfied should be a top priority with property managers. For more tips on this topic, contact Marquette Management today. The best place to live, work, and invest!

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