The Death of Transactional Property Management and How We Really Feel About Poaching Clients with Jenny Lock

There’s a quiet shift happening in property management right now – and it’s the move away from transactional service toward something far more meaningful. In this thoughtful conversation, I’m joined by Jenny Lock from K & Lo Property Co, who shares why relationship-driven property management is becoming the future of our industry. Together, we unpack the impact of client experience, the importance of genuine connection, and why the small moments – the phone calls, the thoughtful touchpoints, the way people feel – are often what matter most in building long-term trust and loyalty.

We also tackle one of the most controversial conversations currently circulating in property management: client poaching. It’s a topic layered with emotion, ethics, leadership, and accountability, and Jenny offers such a balanced and grounded perspective from both a business owner and property manager point of view. This conversation explores what really creates client loyalty, why culture and relationships inside agencies matter more than ever, and how business owners can build stronger retention through service, communication, and aligned leadership rather than fear or control.

What I loved most about this discussion is how deeply it reinforces the idea that great property management isn’t built on volume, chaos, or constantly being reactive – it’s built on intentional systems, aligned values, and creating experiences that people genuinely remember. Jenny shares the strategies she’s implementing inside her new boutique agency to elevate both the owner and tenant experience, while also protecting her own wellbeing and avoiding the burnout so many in our industry are facing. If you’ve been craving a more human, thoughtful, and sustainable approach to property management, this conversation will leave you feeling inspired to rethink what’s possible.

“I highly hold myself to values and ethics, and I think the real estate industry already has this bad reputation of not doing the right thing. I want to do the right thing and walk the walk and talk the talk.”

- Jenny Lock

We cover:

Transitioning from transactional to relationship-focused property management.
Importance of building genuine relationships with clients and tenants.
Negative impact of transactional approaches on the industry’s reputation.
Ethical considerations in client poaching within property management.
Strategies for maintaining client relationships and loyalty.
Enhancing customer experience through personalized services and communication.
Role of technology and AI in supporting relationship-driven property management.
Addressing burnout among property managers through quality-focused practices.
Importance of personal development and aligning business practices with values.
Encouragement for property managers to reconnect with clients and improve service quality.

A big shout-out to our amazing podcast partner Ailo.

Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties.

Book an Ailo Demo and get your Mecca Gift Card:

http://ailo.io/tpm

Follow Ailo:

https://www.instagram.com/ailohq/

Kylie’s Resources:

Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool

Digital Marketing School: https://courses.thatpropertymum.com.au/digitalschool

That Property Mum Courses: https://www.thatpropertymum.com.au/courses/

The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerate

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