Increase Your Customer Feedback with Digital Inspections

29 May 2018 Kyle Washburn Leave a comment Uncategorized

Successful property management is all about knowing what your clients want. Some property owners want everything kept is almost museum-like quality the way they left it while others want you to repaint in popular colors every year. Some want you to step in only when repairs are necessary and others would prefer that every crack and paint chip is smoothed over immediately. The key is to quietly get to know your clients through their stated goals, their pattern of preferences, and their history of requests.

If a client asks you to repaint two years in a row or takes note of every little flaw when they do a walkthrough, these things tell you how your clients want you to manage their properties. You can delight them with initiative and make routine processes more convenient when you understand your client. But how do you improve your business and delight customers when they don’t give enough feedback? All too often property managers have to deal with uncommunicative, distant, or hard to please clients with few clues on how to improve the situation. Fortunately, technology steps up where social connection sometimes fails. With the power of digital inspections, you can consistently increase the amount and quality of your customer feedback.

Give Them Something to Work With

Property management reports are usually large blocks of text, perhaps with the occasional chart or photo tacked on. They may be detailed and well-written, but they are not a quick read. Digital inspections offers a completely new way to report your inspection results to clients by creating an image and information gallery to interact with. By taking clear photos of each inspection item on your phone and adding it to the inspection report, you can ensure that your clients not only hear about maintenance issues or read your suggestions for improvement and repairs, they can see it as well.

With a digital inspection, your report will include a full photo-documentation of your inspection which is something your clients can really understand and consider. They will be more able to form opinions and give information when they have both your written reports and real pictures of their property at the time.

Responding in Their Own Time

Property managers who meet their clients in-person may be finding a lack of feedback because reading reports and making decisions takes time. Your clients may not be able to decide what color to paint the foyer this year or what your budget is for minor repairs until they sit down and run the numbers at home. A digital inspection gives them a chance to look at the photos and read your recommendations in their own time. They will also be looking at your digital inspection with the email open and can send you their feedback directly from this point. When clients can take just a little time to mull over the details, they may be more ready and able to give useful feedback both on the decisions you should make and how satisfied they are with your property management techniques this far.

Feedback Item-by-Item

The final way that digital inspections can help to improve and increase your customer feedback is by allowing your clients to respond directly to a single inspection item they care about. If nine pictures out of ten are alright but they spot a ceiling crack in the tenth picture, digital inspections allow them to comment directly on this item and get back to you on their preferences for a solution. This is a great way to help your clients organize their thoughts and come up with actionable decisions.

Getting feedback as a property manager is incredibly important and with digital inspections, you can encourage your clients to share their plans, feelings, and opinions on each inspection item and on the quality of your work as a whole. By improving engagement, thoroughness of detail, and cooperation, you should be able to customize each property service to the satisfaction of the owner.

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