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How to Set client expectations and make them happy!

Most of the best sales professionals will say the key to closing sales and creating happy clients lies in properly setting the delivery expectations prior to closing the deal. While that is definitely important, it’s not enough to sell your prospects on what they can expect to enjoy when partnering with you. To truly make customers happy and embrace your role as a property management service, you’ll want to be thorough on all aspects of what your clients will experience in working with you.

Here are a few critical areas that you’ll want to discuss with your prospects before you convert, for long term business relationship success and great client retention.

Share the process that you use with current clients

It’s important to discuss with your prospects how you currently manage your existing clients and how your best clients interact with your business. In doing so, you not only set the expectation of what working with you will be like for the client, but you also are inadvertently showcasing soft testimonials that bolster your credibility with the prospect. Talking about what your current clients enjoy about your service, reinforces that partnering with you is a favorable decision. It also offers conversational opportunities for your prospects to align their needs with those services you offer.

Be accurate & precise about timelines

Many client relationships have fallen due to an improperly managed expectations of timelines. Your prospects will need to understand, before becoming a client, not only what you offer, but when you deliver on your various services. Discuss specifically your communication timeline, your plans for tenants, plans for maintenance, and contingency planning timelines as well. Be authentic and realistic about how and when you plan to execute each phase of your service offerings. Be mindful that you aren’t over-promising deadlines and ultimately setting yourself up for the potential to under deliver.

Outline client responsibilities

Remember, in closing a new client, you’re engaging in a business partnership what that client. Describe to your prospects what the most productive business partnerships look like with you. This means you’re not the only party responsible for contributing to the success of the agreement. Your client will have responsibility for certain duties, decision making timelines and communication as well. Teach your prospects precisely what they can do to ensure the lucrative and long term partnership, that you’re both hoping to achieve.

Shortlist what you plan to manage

You may feel you’ve discussed at length all the services you plan to manage. However, don’t assume that your prospect remembers the various conversations of the past, or understands your service deliverables. Before conversion to client status, craft a short list of the specific areas you will manage. Layout and discuss the details of those solutions you plan to provide. This will set the client relationship expectation for which tasks the client can hold you accountable. This is a great time to revisit previously discussed short, mid and long term goals and how you plan to execute on those goals.

Discuss what you don’t manage

It’s equally important to shortlist those areas you will not be managing as part of your service offering. With a variety of property management services on the market, you’ll want to clear the air of any service misunderstandings, prior to client engagement. In doing so, you present the opportunity for additional questions or discussions and remove any assumptions of management tasks you don’t plan to manage. You can, in turn, be a valuable partner with suggestions and insight on how your client can handle those tasks you don’t intend to offer.

To indeed make your clients happy, remember to have the discussion of expectations prior to converting them as clients. You are laying the foundation for the ideal, long-term business relationship and establishing the guidelines for which to abide to achieve success. For amazing templates, on how to send great emails to your prospects, check out our free download below!

What to Do When You Encounter the Bad Fit Property Management Prospect?

You will undoubtedly find yourself in conversation with a potential prospect, who just isn’t going to be a good fit client for you. Maybe you get an email response indicating the timing isn’t right, or there’s a transition to a new business venture. Keep the conversation open and don’t rule those prospects out altogether.

Today, we’re discussing a few best practices for taking a ‘no’ and keeping your future opportunities open when you encounter those who might not be a good fit right now.

Rejection vs. a Bad Fit

Before you assume the prospect is not going to be a good fit for your services, make sure you’ve uncovered all the objections first – and I mean all of them. Sometimes in sales, a potential client may object with vague or ambiguous reasons, to avoid confrontation or out of fear of rejecting you. However, it is in your best interest to stay persistent before you accept that rejection. To help determine the difference, be sure to ask open-ended questions about each aspect of your services in an attempt to uncover any remaining objections that the prospect might have. Know the difference between rejection and identifying a bad fit prospect. You may be critically missing an opportunity to convert a lead otherwise.

Bad Fit Doesn’t Mean Dead Lead

Even if you encounter a prospect who proves to be a bad fit as a client, you’re not left empty handed with that homeowner. A lead that can’t convert right now, can continue to be a potential source of value for you in providing referrals for example. If you’ve impressed someone with your customer service and sales process, chances are he or she may be eager to help you find others who could benefit – remember, a bad fit now, does not mean a bad fit forever.

Being upfront about asking for help can really boost your dead-leads value to your business. Don’t be afraid to ask for referrals or contacts if they know somebody that could be a good fit for you. Turn the non-client into a networking resource and continue to build on the relationship for future lead generation. It doesn’t hurt either, to stay in contact with those you’ve engaged, should their situation change in the future as well. Maybe in their current career role or position in life, they can’t work with you. However, a job change or opportunity presented can put this contact in a position to be a valuable client for you. Ultimately, using a bad lead to your advantage can provide long term gains – So don’t burn your bridges.

Keep the Emails Flowing

Don’t be afraid to maintain contact with your non-converting prospects via email or email marketing. Be mindful of course, that you’re not sending emails asking for the business or sending sales driven content that won’t apply to them. You can, however, routinely check back monthly, quarterly or seasonally to keep the communication door open and generate top of mind awareness for your business. Should the situation change and the prospect is in a position to revisit your services – you want to still be available in their inbox. Instead of asking business driven questions, check in to see how their process is working for them, send well wishes around the holidays and share any exciting news you might have. Making yourself available periodically can solidify your chances of turning that non-client into a potential client in the future.

In the property management industry, and many others, getting a ‘no’ is typical and even expected. Uncovering potential leads which then turn into the bad fit prospects is also bound to happen. Knowing what do to with leads to keep your sales funnel flowing can help you stay on top of long term potential business. Be sure to keep the lines of communication open and use the bad leads to ask for other contacts and referrals. Relationship building is paramount in our industry. For more ideas and tips on how to maximize your efforts with all of your leads, contact us!

We have killer email templates and tools that might be just what you need to take your property management venture to the next level.

This is the flow that you should use for a typical property management sales call

Being on the receiving end of a bad sales call isn’t a complete waste of time—it usually helps you decide not to purchase. Of course, as the person making the sales call, that’s the last thing you want. This is why it’s essential to learn how to run a sales call so that every contact you make stands the best possible chance of resulting in a new client. The prospect may decide to go in another direction, but don’t let it be because you can’t make an effective sales call.

Property Manager on sales call

Here are the steps you need to follow to run a sales call:

Nail the Introduction

“Hi, this is ____ from ____.” Your introduction should set the tone for the entire call: friendly, upbeat, and easy-going. Try starting “all sales calls with a bang” by including a positive comment: a fun story, exciting weekend plans, or even a pleasantry about the weather.

Share the Itinerary

“I’m calling because….” Tell your prospect exactly why you’re on the phone and what you’re planning to talk about. This itinerary is something you should write down before you ever pick up the phone. Prioritize the topics and intend to keep the conversation as short as possible (without being rude or failing to discuss everything you need to discuss, of course)—everyone has a full agenda and will appreciate your ability to keep it quick and thorough.

Recap the Last Call (If Applicable)

“Last time we chatted, we talked about….” This brings context to the current call—as well as, potentially, a reminder to the prospect about why you’re calling. 

Stick to the Itinerary

“Next, you were wondering about….” This will help you seem professional and it will help the conversation move smoothly from topic to topic. However, this article suggests dealing with any kickback or objections as they come up: don’t wait until the end or expect it to resolve itself. If the prospect has a question or concern, he or she might not even hear anything else you have to say until he or she is reassured on that point. If you can’t overcome that objection, you probably won’t make the sale, anyway.

Answer Questions

“Do you have any questions?” After you’ve completed your itinerary, open the line to additional questions or concerns. If you’ve done your research on the prospect, you may already be expecting certain questions to arise—which means you can be prepared with the answers, too. Let them know they can contact you anytime if they think of something else.

Schedule the Next Meeting

“Let’s talk again next week after you’ve had time to review this with your business partners; what time works for you?” This is like the call-to-action at the end of an email. What do you want the prospect to do next? Make sure you make a plan for that to happen: schedule a time for a call, meeting, or whatever next step is required in the process.

BONUS: Follow Up

“Thanks for chatting with me today!” The follow-up email is a great way to remind your prospect that he or she intended to take action in some way. We suggest making sure your follow-up email has a purpose—and that you make that purpose clear. You might ask for more information about something, offer additional information about something, remind the prospect about your next meeting, or simply say thank you.

Learning how to run a sales call is a bit of an art, and you’ll continue to improve with practice. Fortunately, when you partner with PropertyManagementPros.com, you receive hands-on training, ongoing support and education, a marketing strategy, and killer email marketing templates to help you succeed. Contact us today to learn more about the property management business and how we can help you learn to run a sales call—and so much more.


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Disclaimer: Property Management Pros is not intended to be marketed as a Property Management Franchise, but rather a License. Every state has different laws regarding real estate and brokerage laws dealing with Franchises and Licenses.