The Customer Service Experience with Kaylee Ferguson from The Property Exchange

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/

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This podcast is sponsored by West Oz Trades.

West Oz Trades are the team to service and install your air conditioning systems in Perth Western Australia. WestOz Trades Air Conditioning Services | Perth, Western Australia

This podcast is sponsored by Inspection Express. 

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)