Peter Lohmann reports that assigning each client a dedicated property manager is working. Two clients who were about to leave stayed because of their relationship with their manager, and NPS scores show strong satisfaction.
Results are good. Property owners seem to really like it. The NPS survey results that we're getting back are positive. And just the anecdotal comments that the team will paste into Slack from property owners seems great. And in fact, just this week we had somebody put into Slack that two different clients who were trying to terminate were saved from churning by their property manager and that one-to-one relationship. And so that was a huge testament to the fact that this is clearly working. Something about it is working. Now, everything in life is trade-offs. Don't get me wrong. There are certainly some things that aren't going to be as smooth or efficient under this new model compared to the old one. There's no silver bullet, but I think we are achieving the goals that we set out to achieve with this new structure.
