Customer service and customer care - two phrases that are extremely important to the business owner. These two fundamental elements that define a business and if you lose sight of the importance of the customer, they will go elsewhere.

Competition in any industry is tough and in an age when the customer can jump straight on to social media and declare their disappointment, sometimes unwarranted, it’s easy for customers to go elsewhere.

So why it is important to focus on the customer, not just in terms of what the customer needs, but their journey and expectations? Do we know know enough about what that means?

It’s crucial to know your “customer demographic”, something organisations - private and public spend vast sums of money researching. They profile what this person or group of people “look like”. Not in the physical sense, more so in terms of behaviours. What kind of job do they have, do they drink, do they like a particular kind of coffee or biscuit? Cookies, not the edible kind, track consumer behaviours so that businesses can “target” the consumer based on their internet searches.

However, whilst PropTech is sophisticated, it doesn’t quite “profile” in that way. It matches people to property types, but it doesn’t match landlords/investors to letting agents. The landlord comes in different guises and therefore, the square peg definitely doesn’t fit in the round, and as such, different landlords have different expectations.