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Why Customer Service is so Important for Build-to-Rent

2 May 2021 Lucy Brice Read time: 2 min
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Lucy Brice

Build-to-Rent continues to change the rental landscape, offering stylish homes designed exclusively for renters. It’s going from strength to strength, with more than 150,000 units either completed, in construction or given the green light. 

One of the reasons Build-to-Rent has been so successful is because it has been able to build a welcoming community. Part of that community centres around excellent customer service. 

In the midst of a global pandemic, clear communication with renters has become more important than ever. And in the guide, we’re pinpointing why customer service is a key driver for the best Build-to-Rent communities.

There’s nothing like a review

Word of mouth is hundreds of years old, yet they it's still the most effective way of advertising. Seeing other people’s real-life experience holds weight in a way that other other marketing methods don't. 

Therefore, you should actively encourage renters to shout from the rooftop about your customer service, asking them to provide reviews whenever possible. Websites like Trustpilot and Google Reviews have become a hotbed for information and advice about products and services. 

If you can get people leaving reviews about the service received while living in your Build-to-Rent homes, you can increase your marketing efforts and speed up leasing for your units without needing to spend a penny. 

Customer service helps you stand out

As the Build-to-Rent boom continues, the competition will only get stronger. There is now an increasing number of Build-to-Rent hotspots, which means your offering needs to be on top of its game. 

One of the best ways to achieve this is through five-star customer service. Renters expect more than a snazzy apartment and social space – they want the full experience. By providing excellent customer service, you can build a reputation as the Build-to-Rent community that really cares about its residents. 

It provides transparency 

Transparency is a key requirement for consumers, whether they’re subscribing to a service or renting a home. And clear communication built through stellar customer service helps create more transparency in your Build-to-Rent community. 

The result is happier renters who will stay for longer, reducing your cost per lease-up while they enjoy a better renting experience. In today’s world where everything is accessible, transparency is vital – and customer service can help provide a more transparent experience.  

Customer service builds on the sense of community

Build-to-Rent is all about the community, and seamless customer interactions underpin the atmosphere at your Build-to-Rent homes. If renters feel like it’s easy to report things like maintenance and repairs, they’re more likely to enjoy their in-life tenancy while feeling like a valued member of the community. 

Everyone on your team should prioritise providing a high-end customer service experience, from the concierge team to the personal trainers at the gym. It all centres back to the community and creating a feeling of togetherness where renters are listened to and feel valued.   

The host with the most

Putting customer service and the front and centre of your Build-to-Rent homes means you can win over renters and build a reputation as the community that cares. The result is happier renters and increased demand, with everyone wanting to live in a place where the service is top-notch. 

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