5 Years, Near-Zero Churn: Stephen Glover's Owner Retention Playbook

How do you go five years without losing a single client to dissatisfaction? Stephen Glover, owner of Peak Property Management in Richmond, VA (about 1,300 doors), joins me to unpack how he built that reputation and why he fired a 150-unit client on purpose this year.We discuss: (00:01:43) - Stephen’s experience with owner churn (00:05:58) - Building a local reputation (00:10:23) - The influence of fitness on business success (00:17:58) - Sponsor - AppFolio FutureConference (00:19:08) - Dealing with things beyond your control (00:26:56) - Challenges, milestones and successes (00:33:57) - Thoughts on conferences as a method of growth (00:35:42) - Sponsor - Enterprise Bank & Trust (00:37:07) - The value of masterminds (00:41:49) - Finding a great #2 (00:43:37) - Promoting from within vs. hiring (00:44:39) - How Stephen is using AI (00:47:51) - Medical office PM (00:50:23) - Parting ways with a massive client (00:58:21) - How to follow Stephen onlineStephen survived a serious motorcycle accident and spent years training with a Navy SEAL community, which shaped how he leads: extreme ownership, even when his team did nothing wrong. We cover why he turned down 4,000+ units to find the right clients, how his VP of Operations took three years to develop from within, and why he's unwinding a medical-office PM experiment.We also get into the real tradeoff of letting go of control, and why passive investors beat hands-on ones as long-term clients.__Learn more & connect with me here:⁠Crane⁠, the private community for property management business owners.⁠My Free PM Newsletter⁠⁠RL Property Management⁠ Learn more and connect with Stephen here: Stephen on LinkedInThe Virginia Investor Podcast:Apple PodcastsYouTubeSpotifyDisclaimer: The content of this podcast is for informational purposes only and does not constitute professional advice. I may have consulting agreements with, or financial interests in, companies mentioned in this podcast (more info here: https://www.peterlohmann.com/financial-interest-disclosure ). Additionally, some of the links included may be affiliate links, meaning I may earn a commission if you purchase through these links. Always perform your own due diligence before making any financial or business decisions.