Want to know the fastest way to lose a client’s trust? Make them chase you for updates. In property management, communication isn’t just part of the job—it is the job. The way you show up in an owner’s inbox or on their phone determines whether they see you as a true partner or just another manager.
At Milestone, we’ve made communication our superpower—and it shows. One of the best compliments we get is: “No matter who I talk to on your team, it feels like I’m talking to the same person.” That consistency doesn’t happen by accident. It’s the result of intentional systems, clear expectations, and a culture of communication that builds loyalty with our clients.
Hi, I’m Brandy—and welcome back to the TWN newsletter. In this issue, I’m sharing the behind-the-scenes systems and habits that allow us to strengthen client relationships simply by the way we communicate.
Creating a communication ecosystem
We’ve built what I like to call a communication ecosystem. Here’s how:
- Centralized Channels: We use Gmail groups to keep communication simple and streamlined. Residents and owners email one outward-facing address (support@mpptx.com), and the right team member responds. This way, nothing slips through the cracks—and no one is left wondering, “Who am I supposed to contact for this?”
On the internal side, we’ve set up department-specific email channels. This makes it easy for team members to collaborate within their own department while also keeping cross-department communication clear and efficient. For quick updates and fast back-and-forth, we rely on Slack, which keeps our texting-style communication organized and accessible to the whole team.
- Fast Response Times: Our company-wide policy is that all communication be responded to within one business day. Our average response time is just one hour (thanks to LeadSimple tracking). Quick responses send a clear message: you matter to us.
- Workflow Automation: We’ve spent years perfecting robust workflows in LeadSimple, fully integrated with our property software, Buildium. Every email template is written in our company’s voice, ensuring consistency no matter who sends it. Owners receive proactive updates at every major stage of their property’s lifecycle, so they’re never left wondering what’s happening. If an owner has to reach out for an update, we see that as a miss on our part.
Tone & style matter
Our communication style is what I’d call playful professional. We’re approachable, down to earth, and not afraid to throw in an emoji or light joke when appropriate. But at the same time, we’re firm and professional when enforcing policies. This balance makes us relatable while instilling confidence that we’ll get the job done.
Keeping owners engaged with quarterly newsletters
Another key piece of our communication strategy is quarterly newsletters. Every quarter, we send owners updates that actually matter to them—team member changes, policy shifts, seasonal challenges, and market statistics. These newsletters have become something our owners look forward to, and our open rate consistently sits around 98%.
The key is to make your newsletters worth opening. Use photos, a clean template, and a personable tone that feels human. Owners are looking for value and connection—not another dry corporate update. We send ours through Brevo, which has been a simple yet powerful tool to keep owners engaged (and their free version is perfect if you’re just getting started).
Handling owner preferences
So, should you tailor your communication to each owner’s preferences? Here’s our perspective:
If you’ve set up your systems correctly and know what matters most to owners, you don’t need to customize your approach for each one. Instead, you create consistency. Owners learn your communication style and—most importantly—they learn to trust it.
For owners who want to be more hands-on, the best strategy is to build trust early. When you consistently provide the right information at the right time, they realize they don’t need to chase you for updates. Over time, they relax and let go because they’ve experienced that you’ll reach out when needed.
And that’s when true loyalty forms—when owners can step back, confident you’ve got it handled.
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At the end of the day, loyalty isn’t built through fancy reports or big promises—it’s built one email, one call, and one proactive update at a time. When owners know they’ll always hear from you before they have to ask, you stop being just their manager. You become their trusted partner.
Until next time!
Brandy Landon
Broker/Owner
This week's must-sees
All things property management in the news these past two weeks:
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A HUGE congratulations to our friends Pest Share, who announced their $28M series A funding. That's a lot of cheese to catch a lot of pests!
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Yardi users will soon get to power their businesses with AI tool Claude, thanks to a recently announced integration.
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42% of Americans set to inherit homes feel they don't have the financial means to maintain them. What does that mean for the future of the accidental landlord market?
Triple Win of the week
Don't cheap out on property management services
According to Andrew, there are three things you should never cheap out on:
- Sushi
- Tattoos
- Property management
Join the conversation in the Triple Win Facebook Group!
Making property management Second Nature
AppFolio's Property Management Benchmark Report is a must-read. With insights from over 2,000 property managers, AppFolio outlines the biggest challenges, opportunities, and best practices in 2025.
New from Second Nature
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Reese Register from CXO Worx joined the podcast last week to talk about why thinking like a Chief Experience Officer can revolutionize your business.
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Struggling with resident satisfaction surveys? We wrote up a list of tips and what to include in your surveys to maximize participation and get actionable responses.
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Jen Ruelens outlined the 12 wins every property manager needs to get in order to get a lease signed. Check it out on the blog!
One last thought
Second Nature has some big surprises coming on October 15! To celebrate, we're giving away a surprise gift to the first 300 people who sign up to get the news. Claim yours before they're all claimed, and get ready for the resident experience to change forever!
Until next time,
💜 The Second Nature team
December 10, 2025
