← Evernest Property Management Show5 Oct · 43 min

Episode 194: Churn Reduction Strategies: Offboarding Forms, Phone Calls, and NPS

Episode 194: Churn Reduction Strategies: Offboarding Forms, Phone Calls, and NPS5 Oct43 min

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In this episode, Matthew Whitaker and Gray Hall sit down with Evernest's VP of Property Management, Reese Hamilton, to break down how Evernest built a weekly churn meeting, why offboarding forms only tell part of the story, and the specific communication habits that keep owners from leaving.

You'll learn:

Why a vacant property makes an owner eight times more likely to churn, and the communication cadence that keeps them calm during that window The three layers of great owner communication, speed, thoroughness, and anticipating the next question before it's asked, as Reese Hamilton explains How Evernest separates regrettable churn from non-regrettable churn, and sets a monthly churn goal of about 1.5% Guest: Evernest's VP of Property Management, Reese Hamilton

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Connect with Matt and Gray at Evernest: Evernest.co

Link: Connect with Evernest

Link: Evernest YouTube Channel (@EvernestPropertyManagementShow (Watch this episode and more!)

Visit the Podcast Website: Evernest.co/podcasts

Email the Show: podcast@evernest.co

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Production House: Flint Stone Media