The Foundation for Turnkey Investing Success: Exceptional Customer Service

Excellent customer service is not a “nice to have” in turnkey investing—it’s the foundation. Totally non-negotiable. Your turnkey provider or property management team can excel in virtually every other area, but if they stink at customer service, you’re in for a rough ride!

Customer service drives resident satisfaction, reduces risk, protects your time, and supports long-term profitability. Whether it’s your first property or your tenth, the right service-oriented team can make the difference between a headache-inducing experience and a thriving stream of passive income.

What does customer service look like for turnkey providers and property managers?

What do you think of when you hear “customer service”? Most of us immediately think of calling a 1-800 number to solve an issue. We encounter a problem and consider it good customer service if that problem can be solved relatively quickly.

Honestly? We need to raise our standards.

Firstly, in turnkey real estate investing, customer service serves two parties: the investors and the residents. Both must be of the highest quality to maximize your returns and safeguard your investment for the long haul.

Great customer service is proactive, not reactive. We don’t wait for investors to call with a problem to act. Our property managers don’t wait for a maintenance request to do the work. At its heart, exceptional customer service is about anticipating needs and nurturing meaningful professional relationships.

What does that look like?

• Regular check-ins, even when things are going well
• Monthly or quarterly reports with key metrics and market insights
• Offering investor education about their process, tax benefits, financing strategies, or long-term planning
• Designating specific team members as investor contacts (such as a personal
  turnkey advisor)
• Move-in/move-out gifts, satisfaction surveys, and holiday or renewal thank-yous to foster positive resident relationships
• Helping you think beyond one property and toward building a real estate portfolio
• …And so much more!

The best turnkey companies help investors feel informed, respected, and empowered, while delivering high-quality experiences. And that exceptional customer service from your partners means a better, more powerful portfolio for you!

5 Ways Excellent Customer Service Benefits Investors & Residents

#1 – Trust and Transparency Build Confidence

Turnkey investors often buy properties in markets outside their local area. That means investors must rely on the professionalism and honesty of their team. Excellent customer service starts with:

• Proactive communication about renovation timelines and updates
• Clear breakdowns of costs, returns, and timelines
• Regular performance reports and market insights

A turnkey provider who treats you like a partner—not just a transaction—helps you invest with confidence and grow your portfolio strategically. You want a partnership, not a one-time deal.

How far does that partnership go? Some of our most established investors trust their REI Nation advisors so entirely that they’re able to make financial and investment decisions on their behalf!

#2 – Fast, Effective Problem Solving Minimizes Risk

Even the most turnkey-ready rental property will eventually require repairs or encounter unexpected issues. A high-quality property management team:

• Responds quickly to maintenance requests
• Keeps you informed without overwhelming you with decisions
• Has established vendor relationships for reliable, cost-effective repairs

This minimizes vacancies, reduces long-term costs, and protects your ROI. Agility is key to great customer service.

#3 – Happy Residents = Long-Term Stability

Customer service doesn’t stop with the investor. How your property manager treats your residents? Even more critical! Renters who feel respected and heard are more likely to:

• Pay rent on time
• Renew their lease
• Take better care of the property
• Leave positive reviews and referrals

Good service attracts long-term residents, resulting in stable cash flow and reducing the high cost of turnover.

#4 – Peace of Mind for Passive Investors

Why do people want turnkey investing? For the core promise of hands-off, passive income, of course! If you're spending hours chasing down updates, coordinating maintenance, or managing conflicts, it defeats the purpose.

Excellent customer service means:

• You can trust your team to make smart, timely decisions
• You get clear, concise updates on a need-to-know basis
• You’re not stuck playing middleman for anyone

This allows you to focus on your career, family, or other investments, knowing your team will take care of everything. Now that’s peace of mind!

#5 – Strategic Guidance That Drives Growth

The best turnkey providers and property managers don’t just maintain. They advise. When your team is service-oriented and aligned with your goals, you get:

• Recommendations on when and how to raise rents
• Guidance on selling or refinancing options
• Insight into new markets and opportunities
• Support for scaling your portfolio with confidence

This type of partnership turns real estate into a long-term wealth-building strategy, not just a side project. And passive investors, that’s what we need to reach our full potential.

Meet your dedicated REI Nation advisor today!