PM Collective - The ART of property management

The Customer Service Experience with Kaylee Ferguson from The Property Exchange

April 25, 2022 Ashleigh Goodchild
The Customer Service Experience with Kaylee Ferguson from The Property Exchange
PM Collective - The ART of property management
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PM Collective - The ART of property management
The Customer Service Experience with Kaylee Ferguson from The Property Exchange
Apr 25, 2022
Ashleigh Goodchild

Customer service and customer experience are vital parts of almost any business. However, in the real-estate business, we frequently consider it from the perspective of owners and property managers. Kaylee Ferguson, The Property Exchange's Head of Property Management, joins us on today's episode of PM Collective to discuss the tenants’ side of customer service and its necessity.

[00:36] Kaylee's Background – Kaylee starts the conversation by sharing her background.

[01:21] Customer Service - Kaylee expresses her thoughts about customer service with a tenant-centric approach. 

[04:10] Kaylee's Experience – Kaylee describes her experience with returning renters and the landlords, perhaps the finest compliment someone could receive.

[06:28] Final Bond Inspection - It is possible to do a final bond inspection with issues and resolve them quickly. Kaylee outlines how her property managers would approach this matter fairly. 

[12:16] Charges -  Kaylee shares their perspective on charges and their rationale in her firm. 

[16:21] Routine Inspection – Kaylee discusses the importance of routine inspection and how her firm conducts it. 

[19:38] Final Inspections – Kaylee illustrates the reasoning behind having two individuals inspect a final bond. 

[22:17] Portfolio – Kaylee explains her company's portfolio strategy.

[25:39] Culture – Kaylee addresses her firm's culture in terms of team building and collaboration.

 

Resources:

Connect with Kaylee:

LinkedIn: linkedin.com/in/kaylee-ferguson-7986031a3/

This weeks sponsor is On Tap Plumbing & Gas - 24/7 Plumbing servicing all of Perth from Mandurah to Two Rocks.

www.ontapplumbinggas.com.au

6206 6888

MCG Quantity Surveyors are a favourite for property managers to help their clients maximise their cash flow through tax depreciation

 

I love how they place a strong emphasis on industry leading education and data releases that they share with our community and because they support the property industry so much, it is a no brainer to use them for all your tax depreciation jobs.

www.mcgqs.com.au

Todays Sponsor is MyConnect: They reward you generously for every successful connection we receive from your office. We also regularly run campaigns and exclusive events to reward our partners for their ongoing support.

Working seamlessly with popular trust softwares, the process is easy for property managers who can reap the benefit.

www.myconnect.com.au

Show Notes

Customer service and customer experience are vital parts of almost any business. However, in the real-estate business, we frequently consider it from the perspective of owners and property managers. Kaylee Ferguson, The Property Exchange's Head of Property Management, joins us on today's episode of PM Collective to discuss the tenants’ side of customer service and its necessity.

[00:36] Kaylee's Background – Kaylee starts the conversation by sharing her background.

[01:21] Customer Service - Kaylee expresses her thoughts about customer service with a tenant-centric approach. 

[04:10] Kaylee's Experience – Kaylee describes her experience with returning renters and the landlords, perhaps the finest compliment someone could receive.

[06:28] Final Bond Inspection - It is possible to do a final bond inspection with issues and resolve them quickly. Kaylee outlines how her property managers would approach this matter fairly. 

[12:16] Charges -  Kaylee shares their perspective on charges and their rationale in her firm. 

[16:21] Routine Inspection – Kaylee discusses the importance of routine inspection and how her firm conducts it. 

[19:38] Final Inspections – Kaylee illustrates the reasoning behind having two individuals inspect a final bond. 

[22:17] Portfolio – Kaylee explains her company's portfolio strategy.

[25:39] Culture – Kaylee addresses her firm's culture in terms of team building and collaboration.

 

Resources:

Connect with Kaylee:

LinkedIn: linkedin.com/in/kaylee-ferguson-7986031a3/

This weeks sponsor is On Tap Plumbing & Gas - 24/7 Plumbing servicing all of Perth from Mandurah to Two Rocks.

www.ontapplumbinggas.com.au

6206 6888

MCG Quantity Surveyors are a favourite for property managers to help their clients maximise their cash flow through tax depreciation

 

I love how they place a strong emphasis on industry leading education and data releases that they share with our community and because they support the property industry so much, it is a no brainer to use them for all your tax depreciation jobs.

www.mcgqs.com.au

Todays Sponsor is MyConnect: They reward you generously for every successful connection we receive from your office. We also regularly run campaigns and exclusive events to reward our partners for their ongoing support.

Working seamlessly with popular trust softwares, the process is easy for property managers who can reap the benefit.

www.myconnect.com.au