SaaS 🏴☠️ | Property Management Fanatic 💙 | I write a bi-weekly newsletter to 4k PMs talking people, process and profit.
Using Data Against PMs
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The folks at PM.com just crossed a hard line this morning. They used a customers internal NPS data - which the client paid them to collect from their owners - to publicly humiliate the client... for newsletter views. This week we ended a paid relationship with one of our earliest clients.
They were with us before most of you had heard of us. Big company. Big name. Four-figure door count. A near-perfect Google rating built on more than a thousand reviews.
If you'd asked me a year ago, I'd have told you they were one of the best property management companies in the country. I wasn't alone.
Our first Top 100 put them near the top. Our old scoring model looked at the years in business, the doors, the review volume, the rating, and confirmed it. On paper, this was the company the platform was built to celebrate.
Then we asked their owners.
Not tenants. Not applicants. Not the agents who refer them business. The people who write the management fee check every month.
I won't share the number. I'll tell you it was negative. More owners would steer a friend away from this company than toward it. When I read through the responses, the picture wasn't subtle. Calls not returned. Owners who felt like an afterthought. A business that isn't healthy right now.
So I did something I don't recommend for your blood pressure. I went and read their Google reviews. All those five stars. I wanted to understand how a company can be that loved in public and that unloved by its own customers.
Here's what I found. Scroll down, I put it in one picture.
Folks, this is not acceptable behavior. This isn't bravery, candor, transparency or any other virtue - and the fact they didn't explicitly name the client does not excuse the behavior. It's so far out of bounds it begs for an explanation of what motivated it. This not the future I want to see for our industry. Take aways:
Lastly, to the pm operator in question that just got publicly called out - what's your side of the story? - JAAM P.S. - "If You are Asking for Human Attention, Demonstrate Human Effort" < YES! P.P.S. - Examples of people quickly accomplishing big things < Speed wins. P.P.P.S. - Man on the street interview of a successful PM < Dig this content P.P.P.P.S. - Matthew Whitaker just shipped his personal AI > AskMatthew.ai P.P.P.P.P.S. - Last week I dropped a rare podcast interview with Column Bank. --- Know someone that would enjoy the newsletter? They can subscribe here. |
Jordan Muela
SaaS 🏴☠️ | Property Management Fanatic 💙 | I write a bi-weekly newsletter to 4k PMs talking people, process and profit.
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