It’s a reactive way of doing things and it doesn’t allow for the everyday conversations and observations that landlords appreciate.Ī well-trained local property manager will advise the landlord when it’s time to redecorate for example, they’ll keep an eye out for the property when they drive by they’ll suggest adjusting the rent when the local market changes and do whatever they can to help protect the landlord’s capital investment. It has its place, particularly if you have a large lettings book with many commercial landlords, but the property managers will usually be situated miles away and will have never visited the property.
Take property management, for example – I should preface this by saying that I’m certainly not completely against outsourcing this time-consuming part of the business – which many lettings agents subscribe to.
#Whats apptrap Patch
Better still, talk to them when was the last time you asked your customers about the service and what they like and don’t like?įor example, are your local, on-the-ground lettings experts actually talking to your landlords and tenants, offering advice and listening to their concerns? Are they getting a ‘feel’ for what’s happening out there in your patch with your landlords and where the future plans or opportunities might lie? Think carefully about every part of your customer journey and put yourself in their shoes.
Do you really want your landlords to give you a call and be faced with an endless ‘press one for lettings’ style menu, for example? Imagine you’re the landlord, would you be happy with that? And obviously, online portals can make a world of difference when it comes to marketing and finding new tenants.īut away from these mainly back-office tasks, I’d advise caution.
#Whats apptrap software
Similarly, there is some fantastic software out there that can help with the accounting side of things, or automate aspects of the job such as recording maintenance or keeping track of compliance. Your systems and your processes need to be excellent if you’re to keep track of many customers and their sometimes-complex situations. They don’t leave everything to software or outsourced services.Ĭertainly, technology plays a huge part in the modern lettings business. They invest in the training, they follow-up, they have empathy. The lettings businesses that I work with that are flourishing are those that are people-focussed and go the extra mile for their customers. Today, we’re entering what some marketing people are calling a new phase where a proactive, personal approach is king and, broadly speaking, I agree. There’s been a lot of talk recently about how customer experience has adapted and evolved over the years from ‘store-based’ service to brand experience and then on to the influence of digital. But while it’s crucial for every agent to keep pace with the changes, it’s important not to lose sight of what sets businesses apart – customer experience. I’d argue that the lettings side of the sector is where the changes have been most keenly felt, with everything from technology and compliance to the Tenant Fee Ban and the pandemic all helping to shape a new business model.
Over the last few years, estate agency as a whole has undergone a huge transformation.
#Whats apptrap how to
Here’s how to future proof your business without overlooking your greatest asset. Software, tech and outsourcing is revolutionising the lettings industry – sometimes at the expense of customer experience.
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