The Voice of the Customer

This issue of Pillow Talk, our weekly newsletter, went out by email on October 16, 2025. Get the next one.

Hey friend,

Welcome to the 19th weekly edition of Pillow Talk! This is where I share my personal thoughts on property management topics.

This week, I’m talking about the voice of the customer.

Every company’s greatest asset is their ability to elicit, understand, and act on the Voice of the Customer (VoC). The value is obvious: The better you understand customer preferences, perceptions, and what they truly value, the better you can meet their needs. The business benefits speak for themselves:

• Research shows that customers are almost 2.5x more likely to stay loyal to a company that listens.
• 2.7x more likely to spend more when a company can communicate clearly.
• And 10x more likely to make a referral when employees can answer all their questions.

VoC programs are commonplace in most industries, but I think they’re underutilized in property management. Many PMs lean heavily on NPS scores and online reviews. Both can be useful, but also unreliable. Online reviews tend to get hijacked by the loudest and most unreasonable owners and tenants. And it’s tough to get honest, complete feedback through surveys these days. I don’t remember the last time I completely and thoughtfully answered a survey.

What else can you do? I recommend two things:

1. Get on the phone. This is something I’ve advocated for the past two years as a way to improve owner retention. When I was Head of Acquisitions for an SFR/BTR investment firm, routine calls with investors made a huge difference in client satisfaction. This can look like monthly, quarterly, or bi-annual calls where you discuss their experience and their portfolio performance.
2. Record, analyze, and review your calls. There are many tools out there that record voice and video calls, and then analyze and summarize them. At Blanket, we use Fathom. It does a great job pulling out key takeaways, summarizing calls, automatically generating action items, and highlighting key moments. It also generates a call transcript. And we routinely review calls as a team.

Shameless Plug Incoming

Whether it’s feedback on a product, shooting the breeze on a catch-up call, or through newsletters and Facebook group comments, I’ve learned that if you listen, property managers WILL tell you what they really think.

This is what’s led us to our latest release.

Throughout hundreds of conference conversations, client calls, and chats with advisors, one need kept coming up…

👉 Better rent estimates

Queue Property Analyzer, our next-generation rental estimate tool!

Book a 15-minute Demo to Get Started

With just an address, Property Analyzer instantly generates:

• Rental Estimate backed by premium data providers that institutional investors use for underwriting.
• Market Comps with similarity scores that you can arrange as you see fit. Add, remove, or edit anything you want.
• Rent vs. Sell simulation. Make the decision easy by showing them how much more they’ll profit if they rent instead of sell.
• Cashflow Analysis that requires no manual data entry from you or the owner.
• 25-Year Pro forma. Show leads and clients their property’s potential with projected income, appreciation, equity build-up, and cash flow.
• Your brand is front and center on a white-label rental property report, so you can build a connection with prospects.
• Tracking & Analytics. With the ability to see who opened your report and when, you or your BDM can follow up at the right time.
• Fully Customizable. Want to change the CTA or add your calendar link? Want to edit the pro forma, comps, or the rental estimation itself? Everything is customizable.

Now, you can do more with rental estimates 📈

Book a Call to Get Started

Good night 😴

Lior Abramovich
Co-founder, CEO