Best Practice: Delivering a Superior Customer Experience in BTR

A key differentiator for BTR is the promise of a superior customer experience. While many management companies desire to deliver on this promise in reality it requires a strategic plan with a clearly understood customer promise; supported by a well planned customer life cycle process outlining key points of contact. When looking at best in class customer service providers across industries they have similar specific process, tools and procedures in place. These can be directly applied in the BTR sector. Come and hear about Greystar’s best practices related to delivering on a superior customer experience.



Todd Marler, Senior Director Of Operations – Greystar

Todd is Senior Director of Operations for Greystar, where he oversees a portfolio of Multifmaily/BTR communities in the UK and Ireland ranging from pre-development, stabilised and value add renovation assets. Prior to moving to the UK in early 2018, Todd was with Greystar in the San Francisco region charged with operations oversight of 7,000+ units. Todd has extensive multifamily experience, spanning 20 years across both the UK, Ireland and the US markets, and is focused on growing our Greystar platform on Greystar owned and third party managed assets.


Location: Focal Point sponsored by