Sarah Cincotta
17 Feb 2024

Best Practices for Onboarding New Landlord Clients: A Step-by-Step Guide to Excellence in Property Management


Welcoming a new landlord client into your real estate business is starting a valuable, long-term partnership. This is why you must understand this journey’s significance and have a seamless onboarding process that ensures each step, from the first phone call to handing over to a Property Manager, is handled with professionalism and a personal touch.

1. The First Phone Call: Building Rapport from the Get-Go

The initial phone call is the first brick in building the relationship.

Here, it’s essential to listen actively, understand the client’s needs, and set the stage for a trustworthy partnership. This conversation is about more than just details; it’s about establishing a connection and demonstrating your expertise and commitment to their success.

2. Property Appraisal: Setting the Right Expectations

When visiting the property for appraisal, it’s not just about determining the potential rent. It’s an opportunity to showcase your market knowledge and insight into maximising the property’s value. This is where you provide a realistic, yet ambitious, view of what they can achieve, balancing their expectations with market realities.

3. Appraisal Follow-Up: Cementing the Relationship

If you were not able to welcome a new client at the appraisal, this stage is about reinforcing your value and ensuring your potential client feels confident in your abilities. It’s the perfect time to answer any lingering questions and clarify the benefits of choosing your property management team.

4. Marketing the Property: Showcasing to Attract the Best

Effective marketing is critical.

At this stage, it’s all about presenting the property in the best light, utilising a mix of traditional and digital marketing strategies. High-quality photos, compelling property descriptions, and strategic online placement ensure your property stands out in the competitive rental market. Marketing is your brand.

5. Leasing: Meticulous Tenant Selection

Leasing isn’t just about filling a vacancy; it’s about finding the right tenant.

This involves thorough screening processes, ensuring the tenants align with the landlord’s expectations and property requirements. It’s a delicate balance between swift occupancy and quality tenancy.

6. Listed to Leased: Keeping the Client Informed

Throughout the listing and leasing process, keeping the landlord informed is key. Regular updates build trust and demonstrate your dedication to their property. It’s about being proactive in communication, ensuring the landlord feels involved and reassured at every stage.

Communication is not about saying what we think. Communication is about ensuring others hear what we mean.” – Simon Sinek

7. Handing Over to Property Management: A Smooth Transition

The transition from the Business Development Manager (BDM) to the Property Manager is a critical phase. This handover should be smooth, with the Property Manager fully briefed on all aspects of the property and the client’s expectations. It’s the BDM’s role to make this transition seamless, ensuring continuous, high-quality management and maintaining that initial trust and rapport.

At RISE With Sarah Cincotta, I understand the importance of this client journey in property management. Which is why your approach should not just be about ticking boxes; it’s about creating a memorable experience for the landlord, marked by professional excellence and personal attention.

The onboarding process is crucial in setting the tone for a long-lasting and successful partnership. By focusing on each step with intention and professionalism, you can ensure your landlord clients feel valued and confident in your ability to manage their most significant assets. This approach not only fosters trust and loyalty but also sets the stage for a fruitful, enduring relationship in the years to come.
Ready to RISE? Click here to schedule a strategy session with me (Sarah Cincotta). Let’s talk about how I can help you develop personalised strategies tailored to your goals in your role as a BDM..

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