This is a question that I have pondered for a long time. And this question really applies to all service industries especially the community property management industry. As a business owner, I get that businesses are usually looking to add new clients. But at what expense?
So here are my thoughts on how some companies justify charging low fees and delivering poor service:
10. Companies just want to get new clients in the door (and deal with consequences later)
9. Sales department is under pressure to close more deals (and someone else will deal with profitability issues)
8. Customer Service? Never heard of such a thing.
7. More clients. More volume. More money. More profit. Right?
6. Once a client signs up, they’ll be too lazy to switch (so we will take advantage of that phenomena)
5. We’ll cater to clients that can’t afford anything more than our cut rate prices
4. In today’s economy, buyers are just looking for the cheapest deal around. So we’ll give it to them.
3. Human nature is to avoid change. So once we get them in the door, they won’t leave.
2. Let’s just deliver the absolute minimum to keep our clients from leaving us.
1. We are signing up so many clients that a few clients getting upset and leaving won’t hurt us.
The problem that I have with this business model is that it leads to frustrated clients. It does nothing but sully the reputation of the industry and the companies that focus on delivering a high level of customer service in those industries.
It’s time buyers said NO to cut rate prices and to companies that are fooling buyers into paying low fees for poor service.
Salvatore J. Sciacca aka “Condoboss” is one of the nation’s leading experts in the community property management industry. He is also the President and Founder of Chicago Property Services, Chicago’s #1 community property management company specializing in management and operations of condos/townhomes/HOA’s of 100 units and under. Salvatore is also the founder of managmycommunity.com (MMC), which is a state-of-the-art online support portal for community associations.
With over 20 years of industry experience, Salvatore is recognized for his extensive knowledge of capital planning, preventative maintenance, cost-saving measures and community building techniques. He holds industry stature as a Certified Manager of Community Associations (CMCA), the designation of Association Management Specialist (AMS) and is fully licensed as a manager (License #: 261.001386) through the State of IL.
Salvatore’s contact information is: