DGS 352: Reputation Can Make or Break Property Management

Your reputation is being built with every client, every interaction, and every decision you make, but are you actually managing it?  In this episode of the #DoorGrowShow, Jason and Sarah Hull talk about the impact reputation has on the growth of a property management business and why trust needs to be at the center of the relationships you build.  They discuss how questionable sales tactics can damage trust before a relationship even begins, why choosing the wrong clients can lead to bigger reputation problems, and how word of mouth can quickly influence the way people see your company. You'll Learn [00:00] Introduction and why reputation matters [02:18] Building business relationships on trust [04:17] How the wrong clients hurt your reputation [07:20] Why reputation impacts word-of-mouth growth [10:38] Managing your reputation intentionally [12:58] Making the invisible work visible [16:49] Taking ownership as a business owner [19:44] How leadership shapes company culture [22:01] Rebuilding trust after reputation damage [25:10] Protecting your reputation for long-term growth Quotables "Relationships are built on trust." — Jason Hull  "The product you're selling is trust." — Jason Hull  "If you're the business owner, the buck stops with you." — Jason Hull  "If you shatter your reputation, like you don't have anything left." — Sarah Hull Resources DoorGrow and Scale Mastermind DoorGrow Academy DoorGrow on YouTube DoorGrowClub DoorGrowLive Transcript Jason Hull (00:02) All right, five, four, three, two, one. Hello everybody. I'm Jason Hull. This is Sarah Hull, founder and CEO of DoorGro, and owner and COO of DoorGrow. And we are the world's leading and most comprehensive coaching and consulting firm for long-term residential property management entrepreneurs. We've been doing this for 18 years and we would love to help you grow your business. All right, so let's get into the show. I'm shortening it up today. It's a little long.   I keep getting shorter. Maybe next time it'll just be like, hey, we're door grow and let's get into it. All right. So today what came up on one of our coaching calls, we were talking about what maybe we should talk about. And one of the group coaching calls where clients get on and they ask questions and they share their wins. Somebody was asking about a residence benefits package and they were saying they were talking to two different companies. And then everybody started chiming in negatively.   on one of those companies when he had mentioned the two companies. This because it's a mastermind. So people are like, yeah, this vendor, they have a bad reputation, they're negative, this sort of thing. And it really made me think. So so what we're going to talk about today is reputation and how important it is to manage your reputation, how important that is to impacting or affecting word of mouth and growth of your company and all of that sort of stuff. So   Cool. All right. And this isn't the th so there was this instance. There was also we got a client on recently and they came to us. They were from a had come from a BDM supplier, a BDM business development manager, which is for those that don't know, a salesperson for property management. They'd come from one of these BDM sort of coaching consulting companies that does placement. That's in the in in the ni industry. And they had   They were on their fourth BDM from this company. And they had had a pretty bad experience. And so they were talking negatively about this other company. actually, I got two clients on recently that had similar experience with this BDM coaching company, and they said similar things. So let's go back to the mass rank call. So they were talking about the resident benefits package.   And talking bad about one vendor. And then they s they were everybody started talking positively about the other vendor. And these are kind of two big competitors. One's been in the industry a long a long time, has a good reputation, and they've been sponsors at our events, and the other one is maybe a newer kid on the block and is resorting to some interesting tactics to get clients. So what