How Exceptional Customer Service Can Create Conversion and Retention

How Exceptional Customer Service Can Create Conversion and Retention

Providing exceptional customer service can help you do two important things:

  1. Convert prospects into actual business
  2. Retain your current clients

Today’s tips will help you focus on the trust and the relationship building between you and your current and future clients. People want to know you’re trustworthy before they hand over their assets. Showing them that you are will ensure you’re managing their properties for many years to come.

Converting Prospects into Business

The person responsible for answering phone calls at your business must be savvy about the services you provide. Otherwise, that person needs a direct line to someone who can answer all possible questions about what you do when you manage properties. The phone call should be forwarded immediately so that outstanding customer service is provided as soon as someone reaches out to your company.

If calls are coming to your cell phone, answer it when it rings, or get back as soon as possible to the prospects who leave messages. Ideally, you’ll call them back right away. If it takes too long for that prospect to hear from you, they’ll move on and look elsewhere. If you cannot answer your cell phone every time it rings, make sure you have enough voicemail space to collect messages. Return those calls promptly. 

Your website is a big part of providing valuable customer service. There needs to be a form that anyone can fill out when they’re on your site and reading your blogs or learning more about your services. A website without a form is like a chocolate teapot: it’s not useful at all. Make sure people can leave their information, and get back to those who submit their questions and their requests.   

Customer Service for Current Clients

Make sure there’s always open communication between you and your current clients. Your customers need a way to contact you when there’s any issue that needs to be addressed. Have a team member in place for everything that a client might need, whether it’s a maintenance request or a leasing question, or anything pertaining to a service that you provide. Exceptional customer service means that nothing falls through the cracks. This brings better results for you and your clients.   

Set expectations from the start. If you promise that you’ll provide an online inspection report, analyze some numbers, or provide market updates on a certain day, follow through and keep that promise. If you don’t, your clients will lose trust in you and your services.

One of the biggest and best ways to track your customer service is this: pay attention to your online reputation.

The online world is harsh sometimes, but it’s also a great way to learn some things about your company. You can use the reviews to see what needs to be tweaked. This is especially important when it comes to customer service. Take care of the things that can be easily fixed, and begin to strategize about how to tackle the bigger issues.

Make sure you have someone in place to guarantee your customer service meets the highest possible standards.   

If you have any questions about internet marketing for property management companies, contact us at Fourandhalf. We’re always happy to help.

Danny Morris

About Danny Morris

Born in Australia and growing up in Israel, Danny has spent a lot of time traveling the world between those two places. After completing his military service in Israel, Danny began following his biggest passion, writing, which he discovered while backpacking South America and publishing his first book. When it was time to unpack, he returned to Australia to complete his journalism studies amongst the beaches of sunny Perth. Danny is a huge online fan and after working in a number of related jobs, he finally gets to combine his two favorite things, working with media and people.

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Estimate ROI (Return On Investment)

Desired Growth (# of properties) :
Average Monthly Rent :
Annual Contract Value: $0
Customer Lifetime Value: $0
Estimated Annual Profit: $0
Estimated Lifetime Profit: $0
Estimated Portfolio Value Upon Sale: $0

How we got these numbers

• Annual Customer Value (8% of average rent multiplied by 12)
• Customer Lifetime Value (4 multiplied by ACV)
• Estimated Annual Profit (at 20% of ACV)
• Estimated Lifetime Profit (at 20% of LCV)
• Estimated Portfolio Value Upon Sale (1.2 times ACV)

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Alex Osenenko
President and CEO

Alex’s professional mission in life is to help small businesses grow and thrive. He is the President and CEO of Fourandhalf.com and is serving his 5th year on the Board of Directors for CALNARPM.

After spending 9 years in the trenches with his property management clients, Alex draws on his experience to host “The Property Management Show” Podcast and co-authors a weekly Property Management Blog on Fourandhalf.com. Alex has extensive experience speaking for various NARPM events at the local, state, regional and national level.

Alex is a graduate of San Francisco State University with an Electronic Commerce Systems Degree. His business philosophy is simple: Happy Customers are created by Happy Employees, which results in Happy Shareholders. Alex serves on the Board of Directors of CALNARPM (California Chapter of National Association of Residential Property Managers) and hosts a Podcast “The Property Management Show“, available on iTunes.

 

John Bykowski
Chief Operating Officer

After graduating from the University of Michigan with a film degree, John proceeded to do everything but. During his career, John has specialized in operations and has developed processes for small companies in diverse industries, such as bleeding-edge marketing technology, social networking, trade shows and exhibitions, and cloud software. John and Alex had worked together previously, and when he needed someone to help take Fourandhalf to the next level and beyond, Alex brought in John as his first employee, and later, business partner.

In addition, now that he’s using his film school know-how to help property managers look their best in their blogs, his mom no longer feels his degree was a complete waste of time.

Danny Morris
Director of Account Management

Born in Australia and growing up in Israel, Danny has spent a lot of time traveling the world between those two places. After completing his military service in Israel, Danny began following his biggest passion, writing, which he discovered while backpacking South America and publishing his first book.

When it was time to unpack, he returned to Australia to complete his Journalism studies amongst the beaches of sunny Perth. Danny is a huge online fan and after working in a number of related jobs, he finally gets to combine his two favorite things, working with media and people.

Marina Osenenko
Product Manager

Marina draws upon her real estate, business operations and customer service expertise for Fourandhalf. Her favorite part of being with Fourandhalf is the opportunity she has to really get to know our clients, build professional customer relationships and truly be part of a team that assists in their success.

Her time away from work is happily spent watching her children grow up and attempting to keep up with them! Any spare moments beyond nurturing her children are filled with hiking, spending time with friends, exploring the Bay Area and squeezing in a non G-rated movie every now and then.

Marie Liamzon
Product and Marketing Manager

Before joining Fourandhalf, Marie worked for one of the largest banks in the world. She took on different roles, but couldn’t find what she was looking for. She pursued a variety of side projects until she finally decided it was time for a career change.

Marie is very passionate about helping people and learning new things. In her spare time, you might catch her exploring new places and taking far too many pictures.

Kyle McLean
Customer Success

Born in San Diego County, Kyle McLean has since migrated to the Oakland woods. A fan of tall trees and tall tales, he holds a bachelor’s degree from the creative writing program at the University of California, Riverside and is a licensed California Certified Shorthand Reporter.

After a few years as a freelance court reporter, Kyle has joined Fourandhalf for an opportunity in sales and digital marketing. In addition to reading and writing, his hobbies and interests include gardening, hiking, soccer, coffee brewing, and craft beers.

Karen Wyle
Account Manager

Originally from the Philadelphia area, Karen moved eight times in seventeen years all over the East Coast and to the Midwest before settling here in Northern California six years ago. She is an alumna of Brandeis University with a BA in American Studies and earned a MBA in Marketing Management from Indiana University in Bloomington. Karen’s business career has been well-rounded, with experience including advertising, direct marketing, corporate retail, product management, new product development, and new customer generation. Beyond an office setting, she has been thrilled to volunteer her time giving back to the community with KPMG’s Family for Literacy, at her daughter’s school, and as a Girl Scout Troop Leader. Karen enjoys music, good food, traveling to new places, completing jigsaw puzzles, meeting people and making connections.

Karen became a part of Fourandhalf’s Account Management team in 2016, relaunching her marketing management career after a pause to raise her family. She is excited to rejoin the business world and to work with such a strong marketing management team.

Paige
Account Management

Paige graduated from Chico State University with a degree in Journalism. Her favorite part of working at Fourandhalf is helping clients create and produce educational blog content to grow their business. She is an avid sushi enthusiast who enjoys riding her bike and watching college football and in her free time.

Nissim Boozaglo
Conversion Designer

After working as a Radioshack store manager, Nissim decided to change his career path and pursue his passion for music production by getting his B.A.S. from Expression College for the Digital Arts. Nissim has a beautiful 8-year-old girl and loves cooking delicious homemade food and going camping with her! At Fourandhalf, Nissim is responsible for the implementation of the clients’ Landing Pages and Google Adwords campaigns.

Michael Lushington
Director of Technology

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