The Client Experience

In this episode, Elise Thomas coaches new property managers on elevating the client experience beyond basic tasks. She emphasizes proactive, personalized service using clear communication plans, consistent processes, and technology to build trust and loyalty. Elise shares practical tips like bringing solutions (not just problems), gathering and acting on feedback, and celebrating small “one percenter” moments that make clients feel valued. She contrasts reactive and proactive management, urging listeners to anticipate needs, foster continuous improvement, and embed exceptional service in team culture to boost client satisfaction, retention, and referrals.