Brief:
My client owned and managed a portfolio of thirty-five properties, but recognised that he wasn’t feeling in control of the business. I was therefore brought on to realign focus of business consistency and efficiency in order to relieve some of my client’s pressure.In addition, to reinforce consistency, my client also instructed my advice and support to fully establish his business branding and identity - something he had begun himself but not had the time to complete.
Solution:
I began by reviewing the way the business was performing, and recognised that the tenant rental, referencing and check-in processes were taking up the majority of my client’s time. I recognised that by switching to cloud-based systems and digital check-in and sign, would be far quicker than the printing, scanning and photocopying that was happening at present. I also researched and introduced other systems and applications that could save time e.g. a digital inventory app.
I also recognised that the tenants were contacting my client at all hours of the day for lots of information and support with their property. In response to this I created whats-app communication channels for each individual property where the tenants could communicate and support one another as well as contact my client directly, but in a more controlled and less time-consuming way. In addition, I created a house notice board for each property which included useful information which could reduce the tenant’s need to contact my client.
Once the paperless, more efficient systems were in place, I worked with my client to develop his branding and identity. In response to my understanding of market research and articles (in that people’s general experience of letting agents/landlords were mostly negative) I developed and created a more personable brand using bright colours, a friendly font, wall decals, welcome gifts, personalised marketing and birthday cards. I also added branding to the vans and the maintenance team's t-shirts to enhance brand trust and increased brand awareness.
Results:
With my introducing of new systems and protocols, I was able to streamline processes and create a 90% paper-free office. My client notably reported to have more time for his business and estimates that with my help the time dedicated to the applications and lettings process was halved. My client also mentioned that his tenants were noticeably happier with the service they were provided with- particularly the welcome gift bags.
Welcome giftbag for new tenants