February 2019 :: Case Studies
What is the most neglected area for customer service in the property industry?
What comes to mind when considering this question? Most landlords and tenants will have the answer immediately – Property Management.
A good property manager can add tremendous value to investors and gives peace of mind to the landlord. Unfortunately, the level of customer service throughout the industry is poor. Property managers are over stretched, poorly trained, low in experience and generally only operate in a reactive way. Tenants equally find poor property management as frustrating as landlords. They experience no response to phone calls or emails along with long lead times for urgent repairs to be carried out. It is disruptive to their business.
The question is why has property management arrived at this point?
There are a number of reasons…..
- It can be very challenging and draining being the middle man, consequently, excellent people to perform in the role are hard to find.
- Management teams in Real Estate firms typically have a leaning towards sales. Often the managers themselves were once in sales and leasing but nor property management. As a result, the Property Management department is often lacking leadership in this vital area.
- The sales department and the property management department in many firms do not work well as a team.
Recognising these issues, Rutherfords have assembled a team that is committed to the highest level of customer service ever seen in Melbourne. Experience the difference, be delighted with the value we can add.
