A topic that is very critical in property management but often overlooked is customer service. A really great way to grow your property management business is to provide exceptional customer service. What does that mean? We hear the term a lot, but what does it really mean?

Exceptional Customer Service: What and Why?

Customer service means being consistent in the service you provide to people. So, whether you are doing one-time tenant placements or providing concierge services or managing a property with your full menu of services, you want your clients to have a consistent experience with you. You want them to know what to expect from your company.

Providing Consistent Customer Service

This can be challenging because everyone and everything is different. You might do things one way and your property manager might do those things differently. You’re dealing with different types of properties and different kinds of tenants. The best way to keep everything consistent is by having solid systems in place.

Keeping Employees Customer Service Consistent

If everyone knows what their role is within the company, you can train your employees within your systems. For example, use checklists for all your procedures. Then, everyone is consistent. People move on, and when one of your employees leaves and another comes on board, there won’t be any change in service because your systems and checklists are in place. That new employee can come in and get started right away, and feel trained and prepared. It’s a continual customer service experience. Over time, you’ll be known in your community for delivering that exceptional customer service.

By providing your customers with service from your heart you can grow your business and build trust in clients. Alternatively, when you provide poor customer service it has the opposite effect and leads to bad company image. That’s why it’s important to focus on making your customer service not just passable, but phenomenal which in the end will make you profitable.


Kathleen Richards, is the owner of PM Made Easy and The Property Management Coach. With her 13 years as a broker/owner of a property management company she speaks from experience. Kathleen authored, Property Management A-Z and teaches regularly at community colleges and conferences on property management topics. She is active in her field and holds professional designations as Master Property Manager (MPM®) and Residential Management Professional (RMP®) and her company held the coveted, Certified Residential Management Company (CRMC®) designation from NARPM®. She is currently a National Instructor for NARPM® and is honored to be sharing best practices with other NARPM® professionals. Kathleen has served at the local and state level on the boards for NARPM® (National Association of Residential Property Managers)