Customer service is a top priority for growth-minded property managers.
At PayProp, we believe keeping clients satisfied is a major pillar of ongoing success (and we’re putting our money where our mouth is, earning seven consecutive Best in Sector awards with our investment in best-in-class service!).
So if you're looking to take client retention to the next level and earn priceless word-of-mouth marketing from happy clients, here are some tips that have worked for us.
DO: Be proactive
Great customer service doesn’t stop when the rent is paid or the leaky faucet is fixed. Go the extra mile by checking in after the fact – a quick follow-up to make sure everything is sorted can leave a lasting impression.
Better yet, reach out occasionally even when there’s no pressing issue. Sending out rental tips, local market information, or even just a friendly call or email to see how things are going shows clients they are more than just a number to you.
Some clients prefer minimal contact and that’s okay too. The point is letting them know your door is always open.
DON’T: Use jargon
Your expertise in property management is valuable, but it shouldn’t come at the expense of clarity.
Overloading clients with technical terms or overly complex vocabulary can leave them feeling confused or excluded.
Use simple, everyday words instead – but don’t talk down to them either! Just speak the way you’d like to be spoken to. Relatable, professional, approachable language builds rapport and keeps communication flowing.
DO: Offer multiple communication channels
Not all clients like to communicate the same way, so give them options. At a minimum, email and phone support should be standard.
But why stop there? Depending on your audience, consider adding social media, chatbots, or self-service portals. The more ways you provide for clients to get in touch, the more likely they are to feel supported and satisfied.
DON’T: Make promises you can’t keep
Overpromising and underdelivering is a surefire way to disappoint clients. If you can’t guarantee a specific outcome – like immediate repairs or an appliance upgrade – you’re better off just not claiming it.
Instead, manage expectations by providing realistic timelines and consistent updates. Tools like PayProp make this easier by automating landlord and tenant notifications for maintenance tickets, rent payments, and more. Even better, by automating your admin with us, you can free up more time to solve client issues more quickly.
DO: Respond to reviews
Acknowledge the effort your clients put into leaving feedback, whether it’s glowing or critical.
Thanking them for positive reviews shows gratitude, while addressing negative ones demonstrates that you value your clients’ input and are invested in improving.
DON’T: Argue with clients
Even if the client is wrong, arguing only makes things worse. Instead, stay calm, keep your tone professional, and focus on finding a solution. And never point fingers – clients want action, not excuses.
A little patience goes a long way in defusing challenging situations.
Putting it all together
Exceptional customer service isn’t rocket science – it’s consistency, communication, and care.
And PayProp makes it easier to deliver all three. With automated client notifications, a built-in maintenance hub, and lightning-fast landlord payouts, we help property managers provide peace of mind to their clients, every step of the way.
The effort you put into customer service will pay off in happier, more loyal clients. So what are you waiting for? Start with these tips and watch the difference it makes!
