Property-management customers expect responses fast: 90% want an answer within one business day, 44% within a few hours, 29% within an hour. Peter Lohmann says property managers need to be insanely responsive, but also figure out how to do it without burning out their teams.
This was eye-opening for me. It confirmed something that I feared, which is that you have to be insanely responsive with your customers because in a vacuum of information, this is what they're going to use in its stead. Not only the preferred communication like method, which is the phone call by far, but it's, it's response times. Some 90% want a response in 1 business day or sooner, and 44% want it within a few hours, plus 29% in an hour or sooner. Basically, just the takeaway is fast, really fast. So as a property manager, you got to figure out how to handle this without destroying your operational effectiveness and efficiency.
