Managers of multifamily properties are an undisputably difficult and resource-intensive segment for utilities to serve. By necessity, they contact their utilities much more frequently than other customer types, and it is nearly impossible to keep track of ongoing property ownership, name, and management changes. Until recently, utilities’ responses to property manager needs have been reactionary and disconnected. However, our research found that streamlining routine account services, coordinating property manager programs, utilizing existing association channels, and investing in related market research can help a utility improve efficiencies and customer satisfaction among property managers. (SMB-F-5; May 2005; 14 pages)