On The Property Management Excellence (PMX) Podcast, Alex Whitlock is joined by Michael Johnson, director at Agile Market Intelligence, to explore why agencies need to become more evidence-based to protect their rent roll and keep growing.

The pair look at the warning signs that could signal owner churn, from slow call-backs and email response times to a lack of proactive communication, and why tracking these measures could help agencies fix service issues before clients walk.

The conversation turns to organic growth, with client surveys, net promoter scores (NPS), and investor profiling helping agencies understand what they do well, identify their strongest advocates, and turn existing relationships into referral opportunities.

Johnson also explains why agencies don’t need to spend big to build their local profile, with targeted marketing, community sponsorships, signage, and regular digital updates helping businesses stay visible and build familiarity in the markets they serve.

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