Tradies: Help or Hinder?

After a recent trade nightmare of my own, I started thinking about the tradespeople we use in our property management businesses. More specifically, I thought about how often we receive calls from screaming tenants when tradies don’t call, don’t turn up or leave because they don’t have the right equipment for the job!

Do you experience first hand what your tenants experience and, if not, do you ask your tenants about their experiences?

In property management, we rely heavily on the expertise of people to help maintain the properties we have under management, so why don’t we check for reliability, cleanliness, affordability and quality of work?

Nothing beats a trade who turns up on time, takes off their shoes at the door, does the work for a quoted or agreed price limit and asks the tenant if they have an other minor issues relating to that trade while they are at the property to save any future call outs!

So how do we ensure this is how our trades conduct their business while working with your properties?

Set up a trade contract, outlining all the expectations for their work, insurances, timeline, cost limitations and reporting, as well as your commitment to payment timelines and frequencies. Then have each of your trades sign these contracts before they commence working with you.

A great tradie is worth their weight in gold and setting expectations early can be the start of a beautiful working relationship, resulting in a more streamline process for you, more work for them and happier tenants!

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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.

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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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REFLECT, TAKE CHECK AND BRING ON 2019!

Have you walked back into the office for 2019 and been caught up in a whirlwind of ideas, plans, goals and budgets? Combined with client requests, catch ups and enquiries, do you feel like the holiday is a distant memory?!

Before you get caught up in another year, take some time to reflect on the results of the last 12 months and ask yourself what is it that you really want to achieve this year. It’s a question I ask myself, and my clients, at the start of every new year.

Firstly, reflect on the year that was, because it’s important to know what was achieved (it’s usually more than we give ourselves credit for!), but also think about what wasn’t completed and why. It helps with your planning, because it’s unlikely you need to make extensive changes.  It’s often just the 1%’s you need to work on to reach the next level. These 1%’s could easily be your new year goals. So long as they’re realistic.

Realistic goals are the ones you want to set yourself. Break them down to daily, weekly, monthly and quarterly activity so you can keep yourself accountable. Give yourself small milestones so that you not only have a sense of achievement, but you don’t feel overwhelmed. Yes, have a stretch target as well, but if you don’t reach the small targets, the big picture will start to look very hazy very quickly.

So, set yourself those realistic goals and, as you do, think about one word to summarise what you’d like to achieve in 2019. For me, it’s consistency. But it could be anything you like. It could be ‘balance’, maybe ‘growth’, ‘profit’ or ‘efficiency’.

So, what’s your word for 2019? Whatever it is, the Real+ team can’t wait to help you achieve your best year yet.

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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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