And the customer service was great overall.  

We are trying to give our customers better service and hope the BP community can help educate us from the investor side.

If you have a car that you can sell for 10k easily, should you only charge 9000 to your loyal customers?

They will move the second they get a better deal.I also believe that the landlords who give the gifts of appreciation/feel good are very conscientious and dedicated and as such have a higher retention/better tenant factor by virtue of just being good landlords.

I just found Tenant Cloud and like that you can customize the online rental application, have your own little made up website that you can point applicants to for listings, create your listings from their site which propagate out to the major sites (Zillow,Realtor, etc) (although I found that the listing description has character limitations), and track income/expenses for free.

The custom of paying the commission of the agent that's negotiating against you that isn't even nice was too much for me. 

Tenants are customers; nothing more, nothing less.

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Customer service has been on a steady decline lately.

Have him provide you with proof and then look up the license online and see if it's current and if there are any claims against him from either previous customer or subcontractors he didn't pay.Ask for references and call them.