Introducing the Industry’s First Client Success Training Track

This issue of Pillow Talk, our weekly newsletter, went out by email on July 23, 2026. Get the next one.

Hey friend,

Welcome to the 48th weekly edition of Pillow Talk! This is where I share my unfiltered thoughts on life, business, and property management.

This week, I’m very excited to announce that Blanket has partnered with Property Management University to create the Owner Experience Management Certification – the industry’s first Client Success training track! 🥳

What is Owner Experience Management (OEM)?

In residential property management, the owner experience refers to the 6-stage relationship every company has with a property owner from the moment they encounter the company, to termination or transition.

Owner Experience Management is the practice of continually optimizing each stage for mutual growth and retention. It’s a systematic approach to generating greater ROI for your clients, and maximizing Client Lifetime Value by attracting high-quality leads, turning them into lifelong clients, and earning more per door.

Why Manage the Owner Experience?

For years, residential property managers have competed primarily on price in a “race to the bottom.” As margins shrank, so did the ability to invest in the owner relationship, and owners were left feeling like an afterthought.

In this environment, owner churn emerged as a defining challenge of the industry, revenue stayed locked up in the owner relationship, and property management became a commodity.

Managing the owner experience changes all that:

• Create sticky client relationships with superior, personalized service.
• Generate more revenue through optimized property performance, upsells, and mutual portfolio growth.
• Differentiate your PMC by proving to owners you’re invested in their success.

What You’ll Learn

This certification helps your company manage the 6-stage owner experience from end to end:

1. Marketing: Attracting each owner persona
2. Sales: The bridge between interest and trust
3. Onboarding: Sets the tone of the relationship
4. Retention: Protecting revenue, expanding wallet share, and improving client outcomes
5. Expansion: Growing portfolios and expanding the relationship to a broader advisory role
6. Termination: Creating the best-possible next outcome even if the account exits

There are three role-specific tracks inside the certification:

• Broker/Owners and Executives
• Business Development
• Property Management

When you complete a track, you earn an owner-facing credential.

What You’ll Earn

Complete the Broker/Owners and Executives track and you earn the Client Success Architect Badge.

Complete the Business Development or Property Management track, and you earn the Client Success Leader Badge.

When your entire team completes their respective tracks, your company earns the Client Success Firm Certification.

Put these on your website, in your email signatures, on your social media, and other marketing materials. Displaying your certification differentiates your business because it proves to owners that you’re invested in their success. It shows them you’ve done the work.

Good night 😴

Lior Abramovich
Co-founder, CEO