At many property management agencies, tenants are seen as a means to an end. At Rentwest, they’re seen as the future
“A lot of our team come from agencies where the tenant is treated like a second-class citizen. We flip that,” Suzanne says.
“We treat them with the same respect we give landlords. Because tenants are our next buyers, our next landlords.”
This simple but powerful shift has transformed the way Rentwest engages with its customer base, creating deeper relationships and significantly increasing loyalty.
It’s a strategy rooted in trust, empathy and deliberate care; so much so that 91 per cent of the company’s new business comes from referrals.
“When a tenant takes one of our properties, we meet them there,” she explains.
“We check the hot water, the keys, the recheck. We hand over a welcome gift … that sets the tone.”
Leading with customer-centric values
“Our values are compassion, community, respect and knowledge. And we live them,” Suzanne says. This value-led approach is embedded into every client interaction—and that includes tenants.
Rentwest managers are empowered to deliver “wow” moments that reinforce these values. That might mean sending handwritten cards – “baby boy, sympathy, wedding, anything”, or spending $50 on groceries or flowers for a tenant going through a tough time.
“You’d be amazed what a handwritten card can do. People email us in tears because someone remembered. That level of care sets the tone for the whole relationship.”
This isn’t sentimentality. It’s strategy. Surveys returned by tenants come back almost universally positive: “100 per cent, 100 per cent, 100 per cent,” Suzanne says. “Because they’re not used to being treated this way.”
Humanising the PM experience
Suzanne also doesn’t shy away from the more difficult parts of property management.
“Yes, we have to issue rent increases that people might struggle to afford. But we include a detailed letter explaining why, about market pressures, supply issues, what’s driving the changes. And we recognise the value of a good tenant.”
The key, she says, is communication.
“We can evict someone and still do it kindly. Life happens. Our job is to manage that process with dignity.”
Her commitment to customer value extends to who she chooses to do business with.
“We had an owner who wanted to evict a tenant mid-chemotherapy. I refused. Eventually, we got her an extension until the end of her treatment. Sometimes you have to walk away from business that doesn’t align with your values.”
Building lasting relationships
Rentwest’s approach acknowledges the long-term nature of property management.
“We are in people’s lives for years, seeing their highs and lows. Sales are transactional, but property management is a long-term relationship. We act accordingly.”
As part of reinforcing positive client relationships, Suzanne begins each Monday with a short meeting that highlights customer appreciation.
“Every bit of positive feedback gets read out. It might be a Google review, a survey comment, or a thank you email. It starts the week on a high. Property management is hard, but when you focus on the human side, it becomes a lot more rewarding.”
As President of REIWA, Suzanne is spreading the message.
“At a recent event one agent told me, ‘We were taught to focus only on the owners, because they pay the fees.’ But that’s not sustainable. You can’t build a business like that.”
And hers is proof. Rentwest manages nearly 2,500 properties and enjoys the loyalty of clients who feel genuinely valued.
“If you can make business more enjoyable by working with kind, respectful people, whether they’re your clients or your team, why wouldn’t you?”
