The Property Manager’s Year-End Countdown: The Owner Retention Scorecard: How to Measure and Strengthen Your Best Partnerships
The Owner Retention Scorecard: How to Measure and Strengthen Your Best Partnerships
As the year winds down, it’s easy to focus on revenue, occupancy, and expenses. But one number matters just as much: owner retention.
A thriving portfolio is built not only by adding new homes but by keeping your best owners engaged, informed, and satisfied. This week, take a closer look at your relationships, identify your strongest partners, and find where improvements can be made before 2026 begins.
Why It Matters
Strong owner relationships build stability, efficiency, and long-term profitability. Knowing which owners add the most value and which require extra effort helps you make smarter business decisions. Reviewing retention now positions you to begin the new year with a clear plan for sustainable growth.
Your Week 8 Action Plan
This week, dedicate time to reviewing your current owner relationships and building a simple retention scorecard.
Step 1: Gather Owner Data
Export key data from your PMS and accounting system:
Commission percentage and fees
Average profit per property
Frequency of maintenance or guest issues
Communication patterns or response times
These details reveal both financial performance and engagement levels.
Step 2: Build an Owner Retention Scorecard
Create a simple spreadsheet or dashboard to track:
Profitability Score: Net income per property or per owner
Engagement Score: Responsiveness, cooperation, and follow-up speed
Satisfaction Score: Feedback from surveys, renewals, or personal notes
Reliability Score: Frequency of disputes, delays, or late reimbursements
Rate each owner from 1 to 5 in each area, then calculate an overall “Owner Score.”
Step 3: Categorize Your Owners
Group your results into three tiers:
A Owners: Profitable, proactive, and pleasant to work with—your ideal partners
B Owners: Average performers who could improve with better communication or guidance
C Owners: Low-profit or high-maintenance accounts that may need boundaries or review
This helps clarify where your time and effort are best invested.
Step 4: Review Communication Patterns
Look through recent emails or notes for signs of delay, misunderstanding, or missed expectations. Identify where processes could be streamlined and where owners may benefit from more structure or transparency.
Step 5: Evaluate Profitability Trends
Even strong relationships should be checked for financial performance:
Are margins consistent?
Are commissions and service fees aligned with effort?
Have costs or concessions reduced profitability?
Pair financial results with relationship insights for a complete picture.
Step 6: Plan Next Steps
For A Owners: Express appreciation or offer early renewal incentives
For B Owners: Set clearer expectations or provide tools for improvement
For C Owners: Reassess the relationship or discuss adjustments moving forward
Pro Tip
Update your Owner Scorecard quarterly. Regular check-ins help you identify red flags early and keep your best partnerships thriving.
The Payoff
By assessing your owner relationships now, you’ll strengthen the foundation of your portfolio. You’ll know exactly who to nurture, who to guide, and who may no longer fit your goals ensuring 2026 begins with clarity, confidence, and stronger partnerships.