Why Custom Solutions and Human Touch Matter in Property Management

January 1, 2025

At NARPM Southern States, Benjamin Serven from Black Sheep Global spoke to us about the evolution of our industry. From the importance of customized tools to the ongoing role of peer collaboration and the irreplaceable human connection, Benjamin's insights highlight the key areas that will shape the future of property management.

Here are three key takeaways from his conversation.

1. Peer Collaboration is Key

Benjamin also highlighted the importance of peer collaboration. Building relationships with vendors and peers helps property managers find the right tools, insights to grow their businesses, and equally important, provide support and validation.

We couldn’t agree more with him here! That’s why we always recommend communities like NARPM to our clients, and are investing heavily in bringing insights from their events to you, if you can’t make it.

2. Tech Can’t Replace The Human Touch

Benjamin emphasized the emotional aspect of homeownership. “Home is where people feel a sense of security and belonging,” he said, pointing out that human connections will always remain at the center of property management.

It may sound counterintuitive, but we totally agree here- more software isn’t the answer.

Too few SFH PM vendors understand this, but the advantage smaller PMs (under 1,000 doors) get from most softwares often don’t make up for the added strain on the team. We think tools should be invisible and made to enhance your abilities, not box you in.

3. Custom Solutions: No More One-Size-Fits-All

Benjamin emphasized the need for solutions tailored to individual property management businesses. “Every company is still unique. You have different cultures, you have different people,” he explained, likening the right solution to a “custom-tailored suit.”

We believe your owners feel the same way. They don’t want to feel like they are being fit into a standard mold. Instead, guided experiences are becoming crucial to offer more personalized, impactful services.

THIS is where AI will play a role in your company. It can automate mundane tasks and turn raw data into insights so your people can show up to owner touch points, ready to give them what they are asking for.

That is what we built Vendoroo to do.

So What’s Most Important- Automation, Customization, or the Human Touch?

If we were to pick one, it’s the human touch. This is an industry about people, and if you forget, you will suffer.

This is why the north star of every software, process, and business decision should revolve around understanding how it will affect your owners, your residents, and your team…. but don’t forget about you.

Take time to connect with other PMs.

Ask your vendors to do more for you.

And before purchasing another tool or creating another process, ask yourself, am I adding to my mental burden or opening up more bandwidth for myself?

Watch the full interview with Benjamin Serven here.

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p.s: Vendoroo takes the busy work off your plate, lower your cost of maintenance per door*, and help you win owner trust with AI powered maintenance coordination.

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