Balancing Profit, People, & Customer Experience
Abstract
A happy property management team will almost always lead to a happy set of property management clients. Chambers Theory uses data and innovation to expand their customer lifetime value. A 100:1 ratio makes it hard for those team members to care about the 100 properties they have to manage. They’re investing heavily in the staff ratio, but expect to grow to 30 properties per staff member. It doesn’t matter how good you are. The ratio has to be lower. To increase that capacity to care, the ratio has been lower. The ratios have to be higher. The number of people in the team will be lower, and the ratio must be lower and/or more infrastructure is needed to support the team. The team is skeptical of going any higher than 35 to 1.
