Many real estate companies think only of their bottom line, how to make the most money they can from their tenants. The good ones, however, realize that putting the customer first can translate to long-term residencies and higher occupancy rates. Best of all, happy customers lead to higher referral rates and a strong brand.
One new company in Canada is emphasizing customer service at the forefront of its corporate vision. Starlight Apartments is the brainchild of Daniel Drimmer, a veteran of Canadian residential real estate. Having built one real estate company into a major player, Drimmer could have easily retired after completing the largest multi-residential transaction of the year in Canada in 2010. Drimmer, however, had other ideas.
Drimmer brings years of experience developing ground-breaking techniques, such as online property tours and the use of social media tools, to his new endeavor. Starlight Apartments burst onto the scene in September 2011 with 5,500 rental units spread across Canada. In the months since the launch, the company has already acquired an additional 60 units in a building in Mississauga, Ontario and plans to have a total of 10,000 units in its portfolio by the end of 2012.
Starlight President Daniel Drimmer believes that their emphasis on personal attention, customer service, and professionalism will set them apart from other real estate companies. They believe in providing a positive and satisfying experience for those searching for apartments on their website, viewing virtual tours on video sites, and interacting with the company directory through conversations on social media sites. Once potential tenants are ready to visit a property in person, expert property managers will be available to answer all questions and help potential customers transition into happy residents. Starlight has chosen several different property managers rather than a single, national company. This ensures that each manager is familiar with the specific city and property and will give residents the personal attention they require.
In this second decade of the 21st century it is imperative that businesses find a way to distinguish themselves from the competition. Focusing on providing a positive customer experience is a good place to start. New and existing businesses alike may find that putting the customer first will help them build a loyal following — one smile at a time.
Image courtesy Payton Chung via Creative Commons license.
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