In today’s world it can be difficult to find that space between being digitally progressive and anti-social. Many companies these days strive to automate and digitise operations to a point that really all human contact is eliminated. From the robots on the end of the phone line to self-serve check outs, there is a tipping point at which a lack of human connection really fails the customer.
As a company, it is important to remain vigilant with your systems, to really take stock of what can be done to increase efficiency, without sacrificing great customer service. The customer service requirements can change drastically between businesses, depending on the value (both financial and emotional) of the transaction.
See, a customer may be happy to deal with minimal human contact when spending $40 at the supermarket, but with something like property management it is a whole different set of rules.
Managing people’s homes and investments comes with the responsibility to maintain an excellent level of communication.
Managing people’s homes and investments comes with the responsibility to maintain an excellent level of communication. I mean, imagine having to enquire through call centre or an online chatbot to speak to someone about your property. When it comes to such a high value exchange, a solid relationship between manager, owner and tenant is highly beneficial.
This is something that we at Property Owners pride ourselves on, on our ability to know the difference. To be able to recognise how much digitisation enables them to be more effective for our clients, without ever sacrificing those strong relationships which enable us to do our best work.