The mistake I made with my first tenants
Recently I've been thinking lots about how client relationships are formed in business, and I wanted to share my very first experience of this with you - perhaps it will resonate.
Back in 2014, I bought my first investment property… and found myself completely terrified of my own tenants.
Buying my first property was such an exciting milestone for me. As a Colombian woman living in the UK, I had to overcome all sorts of limiting beliefs just to get to that point.
The whole process of buying the property felt both exhilarating and nerve-wracking, and I could hardly believe it when the agents finally handed me the keys.
After doing some renovation work, I put it on the rental market and felt genuinely excited about the idea of providing a home for a family, and of course, receiving rental income.
But what I wasn’t expecting at all… was the unequivocal fear.
I had this strong belief that I shouldn’t have any kind of relationship with my tenants - that I had to be distant, strictly professional, and detached. So I let the agency handle everything - every message, every issue, every interaction.
Looking back, I think this came from my medical training. As doctors, we’re taught to maintain clear and strict professional boundaries with patients, and I unconsciously carried that same approach into my property business.
I never did meet my first tenants. I didn’t even learn their names. And every time I received an email from the agency, I would feel a wave of anxiety, worrying about what problem had come up and how complicated it might be to resolve through a middle person. It felt so impersonal and transactional.
Over time, though, I started to question whether this was actually the best way to do things.
So when a new set of tenants moved in, I decided to try something different. I met them in person and introduced myself - not just as a landlord, but as a human being. I was still professional, of course, but I allowed myself to be warm, open, and approachable.
Those tenants ended up staying in the property for around eight years.
We built a relationship based on mutual respect and trust. I would send them a Christmas card and a small gift each year, and they had direct access to me via WhatsApp if anything came up.
Interestingly, despite having that direct line to me, they never contacted me unnecessarily. They didn’t abuse the access, because there was a sense of mutual understanding. When they did reach out, I responded quickly and made sure the property was well maintained.
And over time, something else shifted too - my anxiety completely dissipated.
I took the same approach with another property I bought later on, and experienced exactly the same thing: long-term happy tenants, minimal issues, and a much more relaxed and enjoyable experience overall.
Looking back now, I can see that this was actually my very first experience of having a ‘client’… I just didn’t recognise it at the time. It taught me some important lessons about business that have stayed with me throughout my entrepreneurial journey.
Whether we’re renting out a property or running a coaching business, we’re not just managing transactions - we’re building relationships.
Since 2018, I’ve worked with hundreds of clients across different businesses, and one thing has become very clear to me: people don’t just buy a service. They buy trust, connection, and the feeling of being genuinely cared for.
That’s why I believe so strongly in this:
Don’t build a transactional business. Build a relationship-based one.
Because when your clients feel respected, supported, and valued, everything changes. They stay longer, they trust you more, they respect your boundaries, and your business becomes far more sustainable - and enjoyable.
We’ve all experienced the opposite at some point - being treated wonderfully while someone is trying to sell to us, only to feel completely forgotten afterwards. It never feels good.
Our clients are placing their trust in us. And that trust deserves to be respected and nurtured, not just at the beginning, but throughout the entire journey.
If I’m honest, this is one of the key shifts I’ve noticed in creating enjoyable, sustainable and profitable businesses. I heavily focus on helping my clients to move away from a purely transactional mindset and towards building something that feels human, meaningful, and values-aligned. It's certainly transformed my own businesses for the better.
I’d love to hear your thoughts on this - how do you approach your relationships with your clients?
Wishing you a lovely rest of your week,
Marcela
Dr Marcela Aguirre
👩🏽💻 Business Development Strategist & Coach | 📈 Scaling Solopreneurs from Overwhelmed Operator to CEO-Level Founder | Leadership & Sustainable Growth | Ex-Military Doctor | Speaker | 🌎 Community Founder
