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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What are your non-negotiables?

During the first quarter of the year there are many conversations regarding resolutions and new plans; sometimes so many that you may start to avoid them altogether – “no I don’t ever stick to them” or  “I cant think of any’’ can become regular responses.

It may be simple to take a different approach. We all have areas and points in our life where we know we have reached the edge of our value system, where we feel uncomfortable and are not willing to compromise any further. How we manage that point is an individual choice. 

As an owner of a business, a member of a team or a valued employee each reaction in these environments needs to be considered to avoid affecting those around us. Being personally aware and spending a moment to identify your own personal values can help you to manage your expectations on the year ahead.

  1. List out 2 words that you feel describe you
  2. Do the same for how you believe others see you
  3. Think through the opposite word to describe these personal attributes – this will help you list your non-negotiables – the areas that are outside of your core drivers
  4. Find a place to record the list that you can refer to if you are feeling conflicted about a choice or a situation

For example, if one of the words you chose to describe yourself is “driven” then perhaps staying focused might be a non-negotiable for your year ahead. 

Feel empowered to share these with those around you whether on a personal or professional level. A simple list can be useful and help you work through these throughout the year and help you stay on track throughout the year.

Call 8355 4999 or email us to discuss our support, coaching and mentoring options.

Sarah

Delivering Property Management Training and Coaching – ‘More time and less stress’

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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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