Author Archive

Walking in the Shoes of your Client

One of the cornerstones of an efficient and effective Property Management Department has always been quality process and procedures. But all too often we focus solely on our business needs, and not on the needs of the client.

My own experience as a landlord, prospective tenant, vendor and prospective buyer over the past few months has further confirmed my suspicions – often we, as real estate professionals, miss the point when we focus on business improvement. We make is all about “us” and not enough about “The Client”.

If business growth and improvement is on the agenda in your business in 2019, its time to get back to basics and walk in the shoes of your client.

Consider the following ways to identify how to better serve your clients:

  • When was the last time you made a property enquiry through your own or a competitor’s office? How do you rate your response time and how knowledgeable your team are?
  • What are the current challenges investor buyers are facing in your current market place?
  • Have you conducted any customer calls or planned surveys in the past 12 months?
  • What feedback do your tenants receive following a routine inspection?
  • How simple is your application process?
  • Is your website easy to navigate?

These are just a few brief areas to get you started. If you want to get really clear on how to Walk in the Shoes of your Landlord & Tenant – register here for our March virtual class series.

REAL+ …for all your property management training needs

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Tips from Australia’s Best BDM

Recently Real+ were excited to invite Adam Freitas, BDM at Raine & Horne Newtown & 2018 REB Australian BDM of the Year into our Virtual Classroom.

During the session, here are some of the top take tips Adam shared with his Real+ Coach, Kate Benjamin:

  • Elevator pitch – You need to be able to clearly articulate “Why” a client would choose you and your brand to manage their property and this will differ based on client needs and previous experiences.
  • Lead Sources – Based on current market conditions, missed opportunities are the best source of New Business in a slowing market for Adam. In the early days of his career, he spent hours each day building his database with sales OFI attendees and current tenants -he continues to do this on a regular basis.
  • Prospecting targets – Aim high, 40 – 50 calls per day dependent on the source you are focusing on.
  • Accountability is imperative, know your numbers and involve your team, peers and a coach to hold you accountable to sticking to them.
  • Block out time – Prospecting needs to be in your calendar every day. You must love the phone.
  • Listing presentation – You must have a tool kit stocked with evidence, stats, comparable properties and case studies. You must understand in some presentations you may never use these tools, but you can never be too prepared.
  • Fees – at least 75% of Adam’s clients want to negotiate, and you have to be ready and willing to fight for your fees. Adam overcomes client objections by demonstrating a premium marketing plan and well documented market share across all property types in his core areas.
  • Marketing – Social media is where Adam experiences the most traction. Adams personal website and his use of video has allowed him to connect with his ever-expanding client base.
  • Key to success – Discipline, focus, structure. Sit down and work out, based on the number of properties you need to achieve, what activity to you need to undertake to achieve this. Consistency of prospecting and don’t me afraid to miss out on listings because the more you lose, the more you win.

Thanks, Adam, for sharing!

Adam has been working with Kate Benjamin, New Business Coach at Real+ for over 18 months. During December they will be focusing on Adam’s 2019 goals.

If you would like a copy of the Real+ goals template, click here to request a copy, and go into the draw for a free New Business Goals setting session.

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Zero to Hero – How to onboard a new BD

I am often called into a business to coach a recently recruited Business Development team member.

Whilst there is certainly a framework of items that need to be ticked off the list for any recruit in their first three months, the individual program should be tailored to suit both the business and the individual.

Here are some crucial things to consider if you are looking to on-board a BD in your office, or if you are the New BD:

  1. Assess the overall knowledge of the BD in relation to grass roots property management. To sell a PM service, a thorough of understanding of Property Management is crucial.
  2. Once you are confident the BD understands PM, they then need to understand how and what is delivered to your clients by your PM team. The most important aspect is gaining an understanding of the benefits you provide to your clients in every aspect of what you do.
  3. Becoming the “Market” expert. Your BD needs to understand local market stats, trends and key talking points that effect rental property in the area. It is also important to be able to demonstrate the success of your team above these market averages.
  4. A BD role is essentially a “Sales” role within PM, crafting a skilled and thorough Listing Pitch is a key ingredient to success – always be learning, training and improving skills around selling the service & closing deals.
  5. Consider the initial targets and build in some lead in time. What represents a realistic target for months 1, 2 & 3 will be determined by recent business growth and the new BD’s experience & skill level. Setting unrealistic targets for the first quarter in the business is often a de-motivator, so make sure a realistic target is set.

The above just skim the surface of how to best position a new BD for success in any organisation. If you would like a tailored training plan to suit your business, get in touch with the Real+ New Business team today

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Marketing for Managements – Key questions to consider before parting with your dollars

We often get asked what marketing is most effective in generating more investor clients and securing more managements.

If this is something that is on your mind, I have a few questions for you first:

  • Are you nurturing the leads already within your office, has your BD spoken to every landlord, tenant, purchaser, vendor, creditor & supplier both past and present to uncover their investment needs and generate referrals? Question: If you answered no to the above, why do you want to pay to bring in more leads, when you aren’t using those you already have within your office?
  • In this day and age, when your marketing does appeal to someone, they then google you or your office – This being the case, have you recently reviewed exactly what your client will find? And can they in fact find you? Is your location correctly mapped on google, do you have images that represent your brand and company and does the social proof (google reviews) make you look like someone worth doing business with?
  • When a potential client heads to your website, can they find valuable information consistent with your brand? Do they get a true understanding of who you are and what you offer and does your website answer the question……Why Us? – Why would an investor client pick you over the competition, and what is the BENEFIT of using your services?

Only once you are clear on the above, is it worth investing in bringing new leads into the office?

There are numerous ways to market your business across both digital and traditional formats, but whichever way you are headed, make sure you can answer the above points first.

Considering re-vamping your marketing strategy: Register here for a free Marketing for Managements Power-up discovery session

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