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Peter Lohmann's Podcast
Challenging PM Industry Norms with Mark Brower
Oct 16, 2024
In this engaging discussion, Mark Brower, Owner of Mark Brower Properties, shares his extensive experience in property management. He dives into the importance of customer service and how to effectively handle unhappy owners while fostering loyalty through clear communication. Mark also highlights the power of genuine customer reviews and the challenges of navigating honest feedback in the digital age. Additionally, he explores the art of saying no and the emotional intelligence needed to lead a team effectively, enriching client relationships along the way.
01:38:02
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Quick takeaways
- Establishing clear expectations and transparent communication between property managers and owners is vital for operational efficiency and trust.
- Prioritizing prompt communication and a Service Level Agreement enhances owner confidence, mitigates negative reviews, and fosters long-term relationships.
Deep dives
Clarity of Expectations
Effective property management relies on clearly defining expectations between business managers and property owners. Business managers should not tolerate intrusive behavior from owners, just as franchise owners wouldn't accept micromanagement in established businesses like KFC. Establishing transparent communication about roles and responsibilities is crucial for fostering trust and ensuring smooth operations. Without mutual understanding, conflicts may arise, jeopardizing professional relationships and leading to inefficiencies.
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