"We could not have grown the way we have without Tenant Turner."
Pain Points
Maintaining customer service under rapid growth | Overwhelming tenant inquiries | Employee burn-out
Dodson Property Management has expanded rapidly over the last 7 years from 150 to 2,500 units, due in part to customer service being at the heart of Dodson’s approach to business. But with the business growing fast and dozens of properties vacant at the same time, the calls from prospective tenants were overwhelming. Tim Wehner, Dodson's Director of Property Management, says the office phones were ringing more than 200 times a day, making it difficult to do anything else.
"My day used to start at 7am, go all day, and continue with tenant inquiries coming into the evening. It was non-stop.”
Without any way to filter out prospective tenant calls, the weekends didn’t offer any escape either.
“If we put out a sign for a property on Friday I might get 50 calls over a weekend and I’d have to answer every one in case it was a maintenance emergency.”
Tim knew they needed to find another way to handle these leasing inquiries, or it was going to cause him and his property managers to burn out, which would greatly inhibit Dodson's ability to provide top-notch customer service.
They looked at a bunch of different tools to help, but none were able to solve the problem the way Tenant Turner could.
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Results
Time freed up to grow and provide top-notch customer service | Happier, better informed clients | Improved employee energy and morale
With Tenant Turner Dodson was not only able to get a handle on their days and weekends but also improve their level of service.
“We rented over 700 properties last year, and we couldn't have done that without Tenant Turner. We wouldn’t have been able to live up to the customer service expectations we have for ourselves.”
Tenant Turner has also changed how Dodson makes decisions about properties, giving them immediate insight to how each property is performing in the leasing process. Even as the portfolio has grown Tim and his team are more on top of what is happening with the leasing of properties than ever before.
“The reporting is awesome. Being able to pull up the leasing activity for a property is hard to get anywhere else. Having that data right at our fingertips is really powerful.”
Dodson’s clients have noticed too.
“Our clients love it. They love that we have invested in a product to give better service to the people who are going to rent their properties.”
With Tenant Turner, Dodson is well positioned to keep growing.
Talk to someone today to find out how Tenant Turner can streamline your leasing process with lead pre-qualification and scheduling automation!
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