Property managers must start to build trust with their customers and stop hiding behind the complexities of contracts, legalities and liabilities when dealing with tenants, a briefing paper has demanded. The paper by property management group FirstPort Property Services was released last month for an audience of leading residential property management professionals. Co-hosted with The Institute of Customer Service and Four Seasons Hotels, the meeting was told that property managers should shift the service experience and define a new trust relationship with its customers. In the briefing paper, FirstPort Property Services managing director Nygel Scourfield, says: “The Home Builders Federation and other industry bodies are now asking the broad question, ‘Are you good enough to manage the homes we build?’
“There is only one way the industry can respond and that’s by rising to a changed environment and a changed customer-led, resident prerogative.”
