Lead to Empower

When leading a team, there can be some challenges along the way as we negotiate through different personalities. Effective communication from key stakeholders within the team is necessary to empower the team in achieving common goals.

Transparency is key in the delivery of messages and enables the team to understand their goals. It also gives all parties the potential to understand the expectations of the business in addition to managing their own expectations. 

 Accountability for individuals can be as simple as adding a daily wrap into their schedule, summarising daily achievements. This can also assist leaders in understanding the playing field and manage any potential challenges.

Remember that we all make mistakes and it is part of the learning journey. Encourage the team to share mistakes and manage them as soon as they happen so that it becomes a collaborative learning experience and an opportunity to weed out potential issues.

Availability and approachability in leaders is imperative in building trust and rapport, especially if they have any concerns that need to be managed. Setting boundaries around availability is however important and standing or walking meetings can help in cutting down meeting times to achieve deadlines and goals.

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Why should a customer choose you?

Knowing your companies value proposition and being able to clearly articulate this at any time is invaluable to the growth of your portfolios.

A quick spot check around the office in the way of a tap on the shoulder of your peers to ask them “what is our point of difference” – could lead to some interesting discussions.

The importance of the answer to this question is the difference between positioning services or outcomes.  Your customers will connect faster and with emotion to outcomes that they can relate to.

Each existing or prospective landlord will connect with their finances being managed efficiently, meaning on time and clearly explained, they will connect with a reliable turn around on potential vacant properties, they will value a commitment to regular communication, they will appreciate clear instructions on how to self serve when required.

In turn tenants, will value a clear service level agreement to managing maintenance requests, they will also appreciate clear instructions on the best way to communicate or escalate any concerns, details around managing inspection times and that their rights as a tenant and an occupant in their home will be respected

If you are equipped with data, proof and clear scripting that relates to proven outcomes around these points you will be able to gain trust based on fact and proven delivery.

Standing out from the crowd is important today more than ever so commit to finding out your business value propositions so that anytime someone asks you are able to stand tall and promote your point of difference and why someone should choose to trust their property with you.

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What does a successful 2018 look like?

We’re now into the final part of the year – usually a time when we’re trying to tie up loose ends and evaluate how successful our year has been.

At this time, it’s important to remember that success means something different to everyone. While there are those who are kicking amazing goals in their achievements, there are others where basic survival is necessary just to claw to that end of year deadline.

During this last quarter, it is a great opportunity to take a step back, pause and look at your business and where it is currently positioned. Are there still some areas that need to be achieved to ensure that you are on the road to hitting those goals that you planned out in the first quarter of 2018?

When we are looking at your Property Management Department, there are a few key areas that are essential to take a look at when gaining an overview of it’s functionality:

  • Systems – are they up to the challenge to help you achieve your goals and keep your cogs turning effectively? If there are some gaps, are they identifiable and what needs to change to ensure that they are water tight.
  • Technology – Is the current technology in your office working for you or is there something out there that may help to achieve less stress and give you back more time. Keep in mind there are so many options and it is never a one size fits all approach. Find what works best for your team.
  • Training – are your team up to date with their training and understanding of all that is required of their role, compliance and managing your client’s assets.
  • Growth – have you achieved the growth that you aimed to this year? Have there been any road blocks along the way, what were they and do any changes need to be made to get to that goal?
  • Reporting – is there a reporting process in place to measure the KPI’s of your team and ensure that you have your finger on the pulse?

If any of these steps seem a little daunting and you aren’t sure of where to begin, don’t forget that you can contact the team at Real+ to have a talk about options and what is required to get you on track. A little end of year health check may just be the thing to identify any areas for improvement and ensure that you hit the ground running in 2019.

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Are your connections meaningful?

If you were to jump into the shoes of your clients today, what service levels would you expect?

With your current office functions, would those service levels be met? Are phone calls made to your clients, especially in times where the situation may be a little more challenging?

Due to the effects of globalisation we often forget the importance of human contact in our interactions with each other. We are so glued to our devices and as such have become, in many cases, conditioned to be at the beck and call of these devices.

In our interactions with many Property Management Teams, we find that there is a reliance on emails and sms to communicate, which can result in the disappearance of time into the black hole of the phenomenon of email perdition.

Consider your current process of communication.

Is it common place to customise the experience to each client? Ask the question, ‘what is their preferred method of communication‘ and note this on their file. As the environment evolves, to expect higher fee from clients we need to provide a higher level of customer service and communication to meet those expectations.

In this digital age it is also imperative to pause, evaluate our surroundings, make a human connection and at times adopt some of the ways of days gone by.

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Spring clean your mind!

The sun is shining, everyone is moving outside, curtains are drawn back each day with a new found air of anticipation of the possibilities the summer months will bring.

We already feel our mood lift and a slight spring in our step. Time to take stock of our ideas bank and ensure we are geared up for success. 

  1. How are we tracking on our new financial year goals?  One quarter into the year, time to take stock and decide whether our goals were realistic and if there are changes required in order to not be disappointed at our next check point.  Now the clouds have lifted what does it look like now we have three months of putting our commitments into practise. Build a document/spreadsheet with your goals and achievements so far so that you can be realistic about the future.
  2. Run a brainstorming session with your peers – other team members will often have the same challenges as you – look at the opportunities that you see to make a difference and share them amongst your team. Making time to hear each other often brings chance to improve to the surface. Be prepared to rework your ideas and build a team plan that you feel shows commitment to the business goals and you will be able to make an impact with a united proactive approach.
  3. Ensure your “house is in order” – schedule time in your diary on a Friday afternoon so that you “spring” into the new week with a clean slate. Emails – Do, Delegate or Delete, week planned ahead, reports run and reviewed ready for management check.  A repeatable routine will help you feel happier at the start and end of each week.

Relationships are the most important part of your role, challenge yourself to think of new fresh ideas on how to engage and connect with your tenants and landlords perhaps calling them with a spring offering, a competition to encourage referrals, an property investor sundowner or a pop up event – whatever you decide on utilise the change of season and take advantage of the positive energy.

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