Sarah Cincotta
23 Oct 2023

The Client Journey in Property Management


The client journey is not just a series of steps; it’s a carefully orchestrated symphony that begins with the initial conversation and continues throughout the client’s engagement with your office. As a Business Development Manager (BDM), you play a pivotal role in guiding potential investor clients through this journey. In this blog, we’ll explore the importance of the client journey and how it can lead to long-lasting, profitable relationships.

Building trust from the start

    The initial conversation with a potential investor client is a crucial moment. This is where trust is born, and it sets the tone for the entire relationship. As a BDM, your ability to build rapport, answer questions, and provide valuable information is vital. Transparency and authenticity are key in establishing trust.

    Onboarding art

      Once a client decides to work with your property management office, a smooth onboarding process is essential. This phase includes paperwork, setting clear expectations, and explaining the services you offer. It’s also an excellent opportunity to demonstrate your professionalism and commitment to excellent customer service.

      Communication is key

        Effective and consistent communication is so important to the client journey. Keeping clients informed about property management updates, renter interactions, and financial matters is vital. You should be readily available to address their concerns and inquiries, providing them with peace of mind that their investments are in capable hands.

        The goal

          For many investors, leasing a property to a great renter in the quickest time frame is the primary goal. Guiding them through this process, from property marketing to renter screening and lease agreement negotiation, is where your expertise truly shines. Your role as a BDM is to ensure that the leasing process is as seamless as possible, reducing vacancies and increasing ROI for your clients.


            Happy and satisfied clients lead to less turnover and fewer disruptions. It’s your job to ensure that your clients have a positive experience.

            Continuous Improvement

              The client journey doesn’t end with a signed lease or a satisfied investor. In fact, it’s an ongoing process. To excel, it’s essential to continuously seek ways to improve your services. Solicit feedback from your clients, analyse your processes, to ensure you provide the best possible value.

              The client journey is a comprehensive and intricate process that requires dedication, expertise, and exceptional customer service. As a Business Development Manager, your role is pivotal in ensuring that your clients have a smooth, satisfying journey from their initial conversation with you to the successful leasing and management of their properties and beyond. By focusing on building trust, effective communication, and problem-solving, you can strengthen client relationships. Remember, it’s not just about managing properties; it’s about nurturing success for both your clients and your business.

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