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Are you tracking client engagement?

In a world where everything is tracked, from our time of phone calls, to spending habits and even the number of steps that we may take in a day to monitor our fitness levels; there is a myriad of information recorded daily that contributes to our digital scores.

Many companies that you currently interact with both on a business and personal level are right now allocating you a score based on your Customer Lifetime Value and are tracking your activity and rewarding you in line with this activity.

If you were to think about the tracking of your customers within your business, are you tracking their engagement with your business and potentially rewarding them for their loyalty?

Some of the areas that you might like to begin to analyse are around the areas of communication and customising the client experience. The right type of communication is the most important tool in building loyalty to your business. Delivering on your promises and transparency are key is developing trust in your brand as well as serviced tailored to the needs of the customer.

Ask the client what they want in a Property Management company, with questions such as; how often they would like to be paid, how they would like to be communicated with and even how they would like to be notified and budgets around repairs and maintenance. Work with them through their investment journey and build a partnership that in turn leads to loyalty.

Find out what makes your clients choose you and are there strategies in place to ensure that should they exit, there is a path for re-engagement at some point in the future to build in a long-term strategy for retention.

 

 

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Shift gears as the end of year looms

In a society where consistent connection into the matrix has become the new normal, it’s easy to fall into the hole of overwhelm.

As we head into end-of-year, and the finish line looms, it is wise to shift gears to ensure we reach the end unscathed. It’s imperative in this environment to take a step back and survey the landscape in front of you, reset and re-plan how to tackle your day, week and month ahead in order to maintain control.

It is Property Management and, as in life, there will be elements outside your control. We need to control what we can and accept those things that we cannot.

If you need a break before the silly season kicks in, take a day or two and really find the headspace to switch off and reconnect with real life humans, outside that virtual world or disconnect for a day and block out the white noise to allow rest and recovery so that you can power in to that finish line.

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Make a Meaningful Connection

There’s no denying that the Property Management landscape is changing at a frenetic pace. Some teams are concerned about what the future holds and how their roles might change.

The Property Manager of the future needs to be confident in their ability to communicate. They also need the capability to make meaningful connections with those whom they regularly interact. This allows them to make a difference to the customer experience, thus remaining relevant.

Now more than ever, it is imperative for Property Management professionals to remember that we are dealing with one of the four core elements of survival – shelter. From a psychological perspective, dealing with this core element can mean that when a human’s sense of the element is threatened, volatility in emotional response can replace reason.

Expertise in negotiation, managing conflict and, above all, emotional intelligence and awareness around communication are vital skills needed to make meaningful connections and gain the best possible outcomes.

This industry has always been about more than property.

Consider your current approach to the humans that you interact with daily.  Are they connections to build relationships?

If not, what are the next steps to gain those skills that will take you into the future? If you aren’t sure, give the Real+ team a call and connect about how we can help.

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REAL+ The Property Management Training Experts

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Preparing for annual leave

Team leave is an inevitable element of leading a team and leave prep can assist in allowing all team members to stay on track during this period.    

Here are a few steps you may like to implement to prepare for leave periods, to help both your stress levels and ensure that the wheels continue to turn in your absence.

  1. Set out-of-office reminders that include details of the leave and who can be contacted for what whilst you’re away.
  2. When planning your routine inspection and review schedules, consider public holidays and potential leave so that these tasks don’t fall on other team members to complete.
  3. Where possible plan out and complete any ingoings, outgoings and bond finalisations before going on leave.
  4. Ensure that your systems are prepared and that your Owners and Tenants are informed of when you are taking annual leave and who they can discuss their properties with in your absence.
  5. If you have access to portals, updates or even an email out to all tenants to educate them on the process of reporting repairs is handy to keep everyone up to date and avoid confusion.
  6. Prepare notes of outstanding items and have a debrief with other team members who will be managing your portfolio in your absence.
  7. Try to relax! You are on leave, so take the time to unplug, unwind and relax so that you come back recharged and ready to tackle the months ahead.

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Real+ – the property management training experts.

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Find Zen this year

One of the more alarming trends we saw at the end of last year was the number of teams who were in overwhelm. Sure, the end of the year brings with it the silly season, but as markets continue to shift and stress levels are rising, pressures are added to the load for many Property Management teams.

It is imperative in this environment to find time to take a step back and survey the landscape in front of you, reset and re-plan how to tackle your day, week and month ahead so that you can maintain control. Find a sort of zen in your day.

It is Property Management and, as in life, there will be elements outside your control. We need to control what we can and accept those things that we cannot.

This month one of our virtual classrooms will explore techniques to minimise those pressure points in both work and personal and remind us of the need to ‘unplug’ once in a while.

So jump on over and register to join us.

See you online!

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