I’m diving into something that can genuinely transform your business—creating a customer journey that turns leads into lifelong, raving fans. I even share a personal story about selling my property management business. And guess what? I still get messages and calls from clients asking for advice on tenant selection, pricing, and more. Why? Because I built relationships, not just completed transactions. When you focus on connection and care, those relationships stick, no matter where life or business takes you.

I walk you through the five key touchpoints of the customer journey—attraction, lead nurturing, onboarding, engagement, and advocacy. These are the moments that really matter, where trust is built and loyalty is earned. I share practical ways to stand out from the start, nail your onboarding process, and keep communication flowing. And to make life easier, I’ve popped a free 12-month communication plan for investor clients in the show notes. So if you’ve been winging it, now’s the perfect time to get a system in place.

Here’s the big takeaway—property management is a people game. It’s not just about the properties; it’s about the people behind them. I want you thinking about customer journeys for your tenants, referral partners, even your tradies—not just your investors. Because when folks feel looked after every step of the way, they don’t just stay, they rave about you. That’s how you build a business with heart, loyalty, and loads of word-of-mouth magic.

"That's because I built relationships with them, not just transactions." -Kylie Walker

We explore:

• Importance of crafting a customer journey in property management
• Transforming leads into loyal tenants and investors
• Building trust and loyalty through relationships
• Key touchpoints in the customer journey: attraction, initial contact, onboarding, ongoing engagement, and advocacy
• Strategies for effective communication with clients
• The significance of ongoing engagement and relationship maintenance
• The role of advocacy in turning clients into raving fans
• The impact of strong relationships on business success
• Importance of planning communication for various stakeholders (tenants, investors, suppliers)
• Encouragement to reflect on and improve personal customer journeys

Connect with Done For You Services

Done For You Services - https://dfys.com.au/

Find out about our Done For You Social Media Management - https://dfys.mykajabi.com/done-for-you-sm

Find out about our Done for You Lead Generation - https://dfys.mykajabi.com/done-for-you-lead-generation

Connect with Done For You Services: https://www.instagram.com/doneforyouservices_/

Kylie’s Resources

Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool

Digital Marketing School: https://courses.thatpropertymum.com.au/digitalschool

That Property Mum Courses: https://www.thatpropertymum.com.au/courses/

The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerate

Book a Strategy Call with Kylie: https://calendly.com/kylie-tpm/coaching-call 

Kolmeo: https://kolmeo.com/

Sensor Global: https://sensorglobal.com/

HD&U Sales Bundle: https://www.hdandu.com.au/that-property-mum-sales-readiness-bundle-0

35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media

12-Month Client Communication Plan for Property Managers: https://courses.thatpropertymum.com.au/12-month-client-communication-plan-for-property-managers

Connect With Kylie

Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/

Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum

Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal...

Explore Kylie's Website - https://www.thatpropertymum.com.au/

Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum