Evernest Property Management Show Episode 159: How This PM Company Keeps Churn Low (Scott Hallberg & Jeremy Tallman)
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Sep 1, 2025 Jeremy Tallman and Scott Hallberg, co-owners of T&H Realty Services in Indianapolis, share their insights on maintaining a remarkable rental owner churn rate below 15% while managing 1,200 doors. They discuss the critical role of nurturing client relationships and prioritizing renewal processes. The duo emphasizes the importance of educating property owners about market trends and maintenance costs to enhance retention. They also delve into the significance of hiring the right talent and promoting a learning culture within their growing company.
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Churn Is A Modern Industry Crisis
- Churn is a uniquely large problem today due to rising maintenance costs and stagnant rents.
- T&H has never exceeded 15% annualized churn and treats retention as a strategic priority.
Make Renewals A Dedicated Focus
- Create a dedicated client-relations team to proactively communicate with owners and reduce churn.
- Assign a renewal manager and offer multi-year leases with escalations to keep residents longer and lower turnover.
Default To Multi-Year Leases
- Offer two-year (or multi-year) leases as your default and include rent escalations in later years.
- Use escalations to protect revenue while selling owners on lower turnover and vacancy savings.
