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USING TECHNOLOGY TO BUILD CONNECTIONS LEARN FROM THE BEST #17 APR-MAY 2018

BRENT MARTENS AND MICHEAL RAMSAY

GOLD ON THE COAST

QUALITY OVER QUANTITY RELATIONSHIP STATUS: IT’S COMPLICATED


Innovation. Growth. Trust.

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Contents Regulars 006 READER PROFILE Madeleine Smith 008 WATERCOOLER Catch up on what you may have missed 018 CHAMPIONS RETG Awards 020 PM MENTOR Natalie Hastings 022 BD MASTERY Tara Bradbury

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024 REALTY BYTES Alister Maple-Brown 046 PM Q+A Connie Mantello, Mantello Real Estate 048 ASK THE COACHES Lauren Kirk, Heidi Walkinshaw, Kate Benjamin

Everybody’s talking about 010 EVERY AGENT HAS A STORY Back for 2018 with thanks to Console

First Person 012 RELATIONSHIP STATUS: IT’S COMPLICATED Fiona Blayney 014 HOW TRANSPARENCY CREATES TRUST Jess Kindt 016 DR PROPERTY MANAGER Debbie Palmer

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Cover Story 026 GOLD ON THE COAST Brent Martens and Micheal Ramsay, Harcourts Coastal

Features 030 HOW MANY PROPERTIES CAN A PROPERTY MANAGER MANAGE? Kasey McDonald 032 MAKE YOUR MOVE Rik Rushton 034 QUALITY OVER QUANTITY Natalie Wendell 036 ACTING ON EXPERIENCE Karmen Costigan 038 KEEPING IT IN THE FAMILY Greg Taylor

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040 WHY AN INSURANCE BROKER CAN BE A GREAT ASSET TO YOUR BUSINESS Sharon Fox-Slater 042 THE BEST OF INTENTIONS Ush Dhanak 044 READY SET CONNECT PropertyTree with Movinghub


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HANNAH BLACKISTON

RIK RUSHTON

FEATURES WRITER, ELITE AGENT AND ELITE PROPERTY MANAGER

AUTHOR AND IN HOUSE COACH, THE AGENCY

Where are you from originally and where do you call home now? I was born in Gloucester, England, but I’ve been in Australia since I was 7 – initially out in Windsor, NSW, and now happily settled into Sydney’s inner suburbs. Who or what inspires you at the moment? I get inspired by new things almost daily; people who are incredibly passionate about what they do never cease to amaze me. What’s the most important project you are working on right now? It’s a toss-up between the novel I’m writing (or trying to write), my career and spending more than five minutes per week with my fiance. Trend to watch in the industry? While I loathe the term ‘disruptor’, the trend of people offering the same experience cheaper and/or faster is not

Where are you from originally and where do you call home now? I live in the pristine Dandenong Ranges, just above the hospital I was born in. So, whilst I’ve travelled the world, my home has always been in one of Melbourne’s most idyllic settings. Who or what inspires you at the moment? We live in the most opportunistic time in human history, where the ability to gain all the wisdom of the ages and the possibilities for the future is just a click away. I’m inspired by the connection and collaboration with those seeking a better quality of life. What’s the most important project you are working on right now? I’ve just had my first book published, The Power of Connection: How to become a master communicator in your workplace, your headspace and at your place, which was a major project for most of 2017 and the early part of 2018. The book is now a bestseller around Australasia and online (Amazon, Booktopia.com.au) and about to be recorded as an audible book in the USA, which is a major development for me! Trend to watch in the industry? The modern real estate landscape is all about two things: technology and methodology. Agents today need to know how to use technology to drive their methodology of moving clients with added value. Favourite quote or words to live by? “Tune in before you broadcast.” In other words, understand the other person before expecting them to understand you.

26 going away. We need to be aware of the need to add value to every transaction – or else be disrupted (sorry!). Favourite quote or words to live by? “This too shall pass.” Originally a Persian adage, it’s a great reminder that time heals everything.

CONTRIBUTORS RIASAT AZIM

PRODUCT OWNER, ROCKEND Who or what inspires you at the moment? Being in product development, inspiration comes from many different avenues; from innovators and thought leaders like Elon Musk or Steve Jobs, to watching our own

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agents disrupting the real estate space. What’s the most important project you are working on right now? I’m fortunate enough to be part of the team helping define and create the framework for our ecosystem. This will give our customers access to a variety of products and services, helping them take their business to new heights. Trend to watch in the industry? Increasing efficiency and accuracy through automation is quickly becoming a priority in many businesses, and the real estate industry is no exception. I believe the Internet of Things, machine learning and AI will play a major role in shaping the real estate landscape. Favourite quote or words to live by? “Intelligence is the ability to adapt to change.” – Stephen Hawking

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14 JESS KINDT

RENTAL DEPARTMENT MANAGER, HARCOURTS MARKETPLACE Where are you from originally and where do you call home now? I’m an Adelaide girl through and through, although I’ve been in Brisbane over 20 years. I still have a weird Adelaide accent, crave Balfours pasties and Farmers Union iced coffee, and refer to swimmers as ‘bathers’. Who or what inspires you at the moment? My mum. Cliché, I know, but she’s overcome breast cancer twice, raised three kids under adversity, has a serious heart condition that affects her health daily, yet wakes up every morning with a smile and is by far the hardest-working person I know. Her professionalism moulded my work ethic and has contributed to my positive attitude each day. She’s always been an inspiration to me. What’s the most important project you are working on right now? Professionally, I’m re-jigging my full marketing plan for the year to create better value for my clients. I’m getting rid of the ‘noise’ in my marketing and replacing it with value-adding, rich content. Personally, I’m in the process of conducting a full makeover of myself and my life! Trend to watch in the industry? The demand for flexibility for employees to work from home and/or to work school hours in the office. We’ve been able to snap up amazing workers due to other businesses not considering this work arrangement. Favourite quote or words to live by? "Hustle for the muscle. Risk it for the biscuit."

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READER PROFILE

JUST DO YOU As a small child Madeleine Smith loved drawing floor plans, and she was later offered her first job in real estate while working as a ‘checkout chick’. Now BDM at LJ Hooker Gosford and still enthusiastic about property, Madeleine says the best advice is to be yourself. Madeleine, tell us a bit about yourself and your role at LJ Hooker Gosford. I moved to the Central Coast in 2012 and was excited to stay with the LJ Hooker brand and take a job in 2013 as a property manager. I looked after a portfolio of 300-odd properties for a few years before taking a leap into the BDM role. It was a huge adjustment for me, but something I was really excited about and still am. It’s a role that allows me to develop great relationships with people and offers flexibility around typical days and tasks. I work closely with both my sales and property management teams and we all have a strong level of trust towards each other, which is important. I am responsible for finding and on-boarding our new clients, as well as building relationships with the existing ones.

scrapbooks. Then one day my old boss came into my work (I was a checkout chick at the time) and offered me a receptionist position – the rest is history! I worked my way up from that; it has been really helpful to understand all the roles within the property management side of the business to better complete my own tasks and work with the teams.

"If you do something, people will judge you. If you do nothing, people will judge you. Just do you."

What motivated you to get into real estate or property management? Honestly, I have just always loved houses – I remember when I was really little drawing floor plans and looking through the real estate section in magazines to make

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What is the market like in your area right now? A buzz! We have some new developments going up for the first time since I have worked on the Coast, so it is really interesting speaking to buyers looking at these versus the established houses and units we are used to. A lot of my investor clients are Sydneybased, so educating them on the difference in our market has been an important part of ensuring good results that they are impressed with. Who or what inspires you? My mum. She just does what has to be done and doesn’t complain about it. Also I would have to say all the amazing people in my brand family (LJ Hooker) – seeing their successes and how supportive everyone is really makes you want to do more. In your ‘briefcase’ right now is… In my handbag, apart from the typical, I always carry a tape measure, a doorstop, hand sanitiser and hand cream, and an assortment of snacks to

make sure I eat. The back of my car is another story, with a whole bunch of extra things that I find myself frequently needing like light globes, batteries, Spray n’ Wipe, brochures and so on. Something (or someone) you couldn’t live without? Wine. And my assistant. I would sleep in the office if I had to do all the admin and follow-up tasks myself. What do you enjoy most about Elite Agent/EPM Magazine? It’s an easy read and relatable, because it’s put together by real people on the ground in the industry. It’s the kind of magazine you can pick up and put down, time and time again. What apps do you use most at the moment on your iPhone or iPad? Homepass, REA, Instagram and my calendar – if the calendar stops syncing, my world falls apart. I stopped keeping a paper diary a few years ago so it is imperative both at work and socially! What advice would you give someone starting out in property management? Be yourself and don’t be afraid to show your personality. It helps develop the relationship and means people will remember you. Get in front of the client as much as you can; it can be a faceless role otherwise and both of you will get more out of it if you actually meet in person. Don’t think of it as a nine-to-five role but have fun with it. Help your colleagues and share both your successes and challenges with your team. Any words to live by? If you do something, people will judge you. If you do nothing, people will judge you. Just do you. ■


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VISIT ELITEAGENT.COM/CATCHUP FOR FULL VERSIONS OF THESE WATERCOOLER STORIES

THE WATER COOLER

Our daily newsletter #THEBRIEF brings you the latest real estate news, tech and marketing tips straight up every day. In case you’ve missed anything, here are some of this month’s trending stories. Subscribe to #THEBRIEF eliteagent.com/subscribe.

PM LEADER MICHAEL CONOLLY RETURNS TO MCGRATH McGrath Estate Agents have announced the return of Michael Conolly as Head of Network Property Management for McGrath. Mr Conolly is one of Australia’s most respected experts in property management, with over 28 years’ experience in residential, commercial and business management. Mr Conolly returns to McGrath after a short break from the company. He first worked with McGrath from 2002 to 2005 as General Manager of Property Management and returned in 2010 to a newly established role, Head of Network Property Management. Mr Conolly said of the announcement, “I am very excited to be back with the company once again after being involved with McGrath for more than a decade. I’m particularly excited about the new direction the company is heading and the positive changes taking place internally.”

DIGITAL PLATFORM AIMS TO TAKE THE PAIN OUT OF LEASE RENEWALS FLK IT OVER is a digital platform allowing tenants to sign leases via their smartphone, aiming to save property managers and agencies hours of paperwork. Property managers send tenants a link to their tenancy agreement via SMS before the platform takes them step by step through the details and conditions of the lease, requiring tenant approval at each stage. “The outdated process from approval to signing a lease takes around a week and can be particularly complicated for properties where there’s more than one tenant, or the prospective tenant is relocating interstate or overseas,” said founder Andrew Colagiuri. Signing a residential tenancy agreement via FLK IT OVER takes under 10 minutes and stands to save agents and property managers up to eight hours per week. For more information visit flkitover.com.

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2018 PPM NATIONAL PROPERTY MANAGEMENT CONFERENCE: BOOK NOW! If you are looking for a property management conference to attend in 2018, this event is a standout. Debbie Palmer, Managing Director of the PPM Group, said, “We dedicated months into the planning of the speaker line-up and content to ensure that there is cutting-edge and up-to-date information to take the growth and profits of the property management department to the next level.” With 17 national and international speakers, subjects include unleashing your greatest potential and transforming your mindset, how to conduct health checks, knowing your worth as a property manager, property management into the future, Airbnb and other disruptors, how to utilise social media and managing negative online reviews, working smarter not harder in tackling the modern day property management challenges, how to recruit and

retain team members with greater ease, new technologies and apps transforming property, how to become your local area ‘go-to’ PM specialist, the future of marketing rental properties, the explosion of meth in rental properties, how to reduce your risk of a lawsuit, cyber security protection, 28day action plan and lots more. Book today ppmgroup.com. au or email conference@ ppmgroup.com.au


EVERYONE'S TALKING ABOUT…

EVERY AGENT HAS A STORY Everyone who works in real estate can recount several pivotal moments in their careers from which they either learn, or they grow.

Claudio Encina

Dave Skow

Back for its second season, our ‘Every Agent Has a Story’ series captures the tales of some of our industry’s most popular professionals – across leadership, sales and property management. These are never-before-told stories – find out what these agents would do differently if they had the chance to have their time over again. THIS SEASON’S STORIES… CLAUDIO ENCINA Coach, Speaker and Trainer • As bids stopped below reserve, real estate agent Claudio signals to his rookie auctioneer to ‘hold on’ as he seeks instructions from the vendor. Unfortunately, the auctioneer misinterprets and puts the hammer down. Clear communication, remaining calm and empathy were the big takeaways for Claudio. DAVE SKOW Director, Wagga Property Management • After providing an appraisal price to the owner of a property, Dave is informed the tenant moving in will be paying a significantly lower rent. Suspicious of why they could not afford the recommended rate, Dave comes to understand the true meaning of their intention and learns not to assume anything before seeing the bigger picture.

Suzie HamiltonFlanagan

Laetitia Pearce

Josh Altman

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SUZIE HAMILTON-FLANAGAN Head of Property Management, BresicWhitney • After an OFI at a beautiful beachfront, disaster strikes as Suzie tries to close the heavy glass door to the property in a hurry. A messy hospital trip later, Suzie has learned to place risk management and personal safety first – and wear closed shoes! LAETITIA PEARCE Property Manager, The Leasing Network • After a loyal tenant returns his keys and vacates his unit, Laetitia does her routine vacate inspection. Upon opening the unit’s doors, a horrendous odour emanates from the carpet. Once she realises her tenant had cleaned the carpets in good faith, Laetitia sees the importance of laying out clear rules and regulations in writing. JOSH ALTMAN Million Dollar Listing Los Angeles • As an agent renowned for selling milliondollar properties, Josh reluctantly finds himself helping a woman looking to lease at $4,000 a month. Over a month later, she finds her home, but Josh loses more than he earns. That is, until he receives a call that evening which unexpectedly turns the tide. MATT ALTMAN Million Dollar Listing Los Angeles • At a broker’s open house a man drives in with an old, decrepit car. His presence sends warning bells among the agents present that he is a fake, uninterested buyer. Despite this, Matt decides to strike up conversation and chats with the man for half an hour. Fast forward to six months later, where Matt receives a phone call and learns the importance of not judging a book by its cover. • Every Agent Has a Story is exclusively brought to you by Elite Agent in association with Console. Watch the series at eliteagent.com/stories. Series runs from April 2018 - July 2018.

Matt Altman


Listed A new monthly web series featuring experts, insights and places Episode 1: Owning the rent game with Lauren Robinson of Rental Results From a Queenslander-style residential office in the foothills of Mount Coot-ha, wunderkind Lauren Robinson has built a property management empire from the ground up. The journey has seen her win numerous prestigious awards including 2017 Property Manager of the Year. Between running Rental Results, surfing on the weekend and practising Pilates, Lauren has written and published a book about investing in property as a new landlord titled “Rented�. We caught up with Lauren to find out how she got started in the business as well as how she uses marketing savvy to win new business.

Watch episode one online now at agent.realestate.com.au/listed


first person

FIONA BLAYNEY

Fiona Blayney is the founder and director of Real+ online. For more information visit realplus.com.au.

Relationship Status: It’s complicated

Fiona Blayney looks at the murky world of office romance and suggests the best way to avoid an awkward situation is to set clear boundaries from the start.

IT’S BEEN SOME 27 YEARS

since I started in the workforce. I recall with much amusement a group of us girls switching out of our school uniforms, Clark Kent-style, and into our ‘Woolworths Checkout Chick’ fashionable wear in the rather private space that was the back seat of the 107 bus heading straight from school to the illustrious Top Ryde. So much fun was had at what we affectionately called Topsy Top Ryde; lifelong friendships developed, memories made and stories created that perhaps can only be repeated over a glass of wine with people who were there. A walk through the adolescent ages of school and uni jobs includes cooking at the local Italian, Pizza Delivery driver and, of all things, bra fitter at ‘Grace Bros’ as it was previously known (yes, I know that’s a curly one). It’s safe to say that the gathering of friends continued and the exploits along the way simply became – well, let’s call them ‘more mature’. The teenage rumour mill would go into overdrive on a regular basis as feelings were shared, party pashes ensued and young love blossomed and fizzled within

a week – sometimes right in the middle of a shift. No doubt those teenage years were a precursor to the events out in the world of full-time work. Sure, we all grew up a little; we became older people with bigger problems, the stakes were higher and the relationships longer. But nonetheless, over the past 27 years we’ve all, like tumbleweed, gathered people into our social circles as result of those 40 hours we spent working each week. NOW I AM NOT SUGGESTING

that everyone should meet their life partner in the broom closet at work, but let’s be frank: there are certainly many couples whose eyes have met over the photocopier and found love at first copy. Others have met at a conference or a Christmas party; and yes, there are those who couldn’t stand each other upon first meeting but, through the sands of time and perhaps the sheer intensity that can be the office, love has blossomed. For, whatever you think of Mr Joyce, are his choices a matter for public debate or private process? Does his boss Mr Turnbull get the final say on who good old Barnaby can and cannot date? Whether you

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someone, have witnessed the process and even watched on with a little chuckle as the two lovebirds attempt to maintain the worst-kept secret in the company. I’m sure the big hill in Canberra is no different. Of course, as nice as it is to have a little romance in your life, every silver lining has a cloud. When that cloud makes its way into the office it can be very uncomfortable for all involved and, depending on the temperament of the couple, it can feel like the whole building is involved. SO I ASK, DESPITE THE BEST

I’M NOT SUGGESTING THAT EVERYONE SHOULD MEET THEIR LIFE PARTNER IN THE BROOM CLOSET AT WORK. agree with his actions or not, at the core, since the dawn of time, many relationships are either formed within the office or infiltrate the office when partners join the business – especially in real estate. Does Mal setting a rule that inter-office romance is a no-no in Parliament mean it won’t happen, or will it simply put it into hiding? We all know

of intentions, is it possible to bring love into the office? There is no way my husband would be racing into the office to work next to me each day, but there are many couples who succeed in this space. That being said, I do see it working and in many instances exceptionally well. I’d say the top five rules to work by include: 1. S  etting life boundaries; keep work at work and home at home 2. C  reate clear job descriptions and KPIs, and align accountability as with the rest of the team 3. Remember at work you’re speaking with a colleague, not your lover 4. E  nsure the team feel safe to communicate any grievances 5. If it hits the fan, take it outside; no one wants to see your dirty laundry Actually, just for good measure, let’s make it six: 6. T  he company rules apply to everyone equally, from the boss’ husband to the newest recruit. Keep things clear and consistent or communicate the difference. ■


CYBER ATTACK It’s just a matter of time

Mandatory Notification of Data Breaches With the introduction of new legislation on 22 February 2018 organisations now face greater scrutiny than ever before, especially with more businesses using the “Cloud” to conduct transactions. Failure to comply can result in penalties up to $360,000 for individuals and $1.8 million for organisations.

Cyber insurance is designed to protect businesses’ against various cyber exposures including crisis response, regulatory fines, forensic investigation and data recovery plus so much more. Whilst prevention is key, without a Cyber insurance policy, you may not have the resources to manage a data breach. Cyber insurance includes protection across the following areas:

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first person

JESS KINDT

Jess Kindt is the Rental Department Manager at Harcourts Marketplace, with an extensive background in property spanning over 14 years.

How transparency creates trust Jess Kindt has achieved 100 per cent retention over 12 months as she seeks to build a rent roll from scratch – by changing her approach to a focus on building trust. IT IS WIDELY KNOWN that real estate agents are categorised amongst the least trustworthy of professions within Australia. So how do we turn this stigma around with our clients? How do we establish a relationship of trust so that we can build loyalty amongst our client base? No one has all the answers, but since changing my approach to clients I have successfully achieved 100 per cent client retention for going on 12 months and have managed to grow our business exponentially through personal referrals. Mid-last year, kickstarting my fourteenth year in real estate, I was back on the tools after a stint in corporate real estate. It had been a good seven years since physically managing a portfolio and here I was once again, dealing with tenants, owners and tradies as a oneman-band establishing a rent roll from the ground up. I was not necessarily nervous about meeting KPIs around growth of the portfolio as I am an experienced BDM. However, I was nervous about delivering exceptional property management services to ensure that the clients introduced to our business were retained. Starting with no properties under management and seeking to organically grow the portfolio myself, I needed

"I HUMANISE CLIENT RELATIONSHIPS RATHER THAN HIDE BEHIND REAL ESTATE TALK." to make sure I was superorganised (ideal weeks are great) to ensure management tasks didn’t slip through the cracks whilst I was introducing large volumes of new managements to our department. That was the first step. I was always conscious of the reasons why I get a management in the first place – the last agent hadn’t conducted routines on time, the owner didn’t know when

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the lease was renewed and so on – so I made sure these tasks were done on time and, of course, done accurately. Being well-organised includes allowing enough time in your day to communicate with all your clients – tenants, owners and tradies. To create a solid business relationship with these groups, I concentrated on doing three main things: 1. Communicating proactively, not reactively

2. Providing solutions, not reporting problems 3. Communicating consistently, transparently and simply A very basic example is that when a maintenance issue was raised, the tenant would receive daily communication from me whilst we worked to resolve the matter and book in the job. When reporting the job to the owner, I didn’t just report the issue; I provided them options in order to resolve it and just asked for their approval of one of the solutions put forward. When the job was completed, I advised the owner and sent through completion photos of


training

the job for their records. I concentrated on also ensuring I humanised my client relationships rather than hide behind legislative terms and real estate talk. I speak to my clients exactly the same way I would speak to my colleagues, my friends and my family (without the rude jokes and swear words). I didn’t give preferential treatment to owners; all tenants, owners and tradespeople dealing with me receive high levels of service, and consistent and transparent communication. As Eminem would say, “No lies, no gimmicks”. I tell owners exactly where I’m at with any matter I’m dealing with on their behalf. If I make a mistake – and we’re all human and definitely make mistakes – I ensure that I am accountable. Upon reporting matters to owners, I ask their forgiveness and provide them with a solution moving forward (if I haven’t managed to already solve it). I also live by the mantra that ‘you can’t win them all’. There will be clients who are completely unreasonable, even at your very best attempt to keep them happy, and those people should be left alone – perhaps in isolation, with others of their kind, on an island far, far away. Before

we ship them off, we have to ensure we are not weakening under bully pressure, keep our composure and keep doing what we’re doing. I don’t believe in catering the way you do business (especially if you do business well) to the minority of painful people we inevitably will come across in our position. Hold your ground.

support

outsourced accounting

"IF I MAKE A MISTAKE – AND WE’RE ALL HUMAN – I ENSURE THAT I AM ACCOUNTABLE." In summary, transparency creates trust. Trust creates loyalty. Loyalty creates retention in our businesses. Humanising relationships takes the real estate agent out of their mindset – so they’re only dealing with ‘Jess’ rather than ‘the property manager for my property’. Kill them with kindness and consistent communication. Out-communicate the competition. Start the day with a smile. Answer the phone with a smile. To end the day, relax with a glass of wine. ■

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first person

DEBBIE PALMER

Debbie Palmer is a property management expert coach/trainer and REIQ PM multiple award winner. For more information visit ppmsystem.com.au.

Dr Property Manager

As property managers we wear many hats – debt collector, private investigator, counsellor, lawyer, accountant, negotiator, mediator; the list goes on. But one of Debbie Palmer’s secret success strategies for winning new business is another hat: doctor.

IF I WERE TO TELEPHONE

or visit your agency today and enquire about your services, what would you say? How would you respond to questions like, ‘What do you do for your management fee?’, ‘Why should I choose you?’ or ‘What do you do differently?’ To successfully win new business it is important that you can answer these questions to set yourself apart from your competitors. It is not a simple focus of talking about your services, such as sourcing a quality tenant, collecting the rent, organising maintenance and accounting to landlords at the end of the month. Yes, this is what we do, but the landlord wants to hear about the benefits to themselves. In my coaching sessions I call it ‘the sausage and the sizzle concept’. The sausage is the service that you deliver; the sizzle is the outcome that the landlord wants to achieve – wealth creation, maximised income, optimised capital growth and more money in their back pocket. WHEN WE TAKE AN ENQUIRY

from a prospective landlord or conduct a listing presentation, we can often fall into the trap of overtalking; telling them what we do, instead of listening.

I believe that the best way to win the business is, firstly, be prompt in following up the enquiry. During my career in property management there were countless times where I would call a prospective landlord back almost immediately for them to say, ‘I can’t believe you’ve returned my call, as I have left messages with three agents and got no response’. The second tip is to be professional (know what to say), be yourself and connect with the landlord. And lastly,

and most importantly, put on your doctor’s hat. We are not going to the landlord to present (tell them all about our services) and close; we are going to consult, prescribe and then close. I ONCE HEARD A STORY of a lady who wanted to buy a television. She walked into the retail shop and a young, newly employed and enthusiastic salesperson approached her. ‘How can I help you today?’ She responded that she was

I CALL IT ‘THE SAUSAGE AND THE SIZZLE CONCEPT’. THE SAUSAGE IS THE SERVICE YOU DELIVER; THE SIZZLE IS THE OUTCOME THE LANDLORD WANTS.

16 ELITE PROPERTY MANAGER • APR – MAY 2018

looking to buy a television. He quickly took her to a TV and started to explain the features. ‘This is a 110-inch screen, has 3D, a modern silver colour, a bargain at $1,999…’ and on and on he talked. When he paused for breath the lady responded, ‘But this is not what I’m looking for. I want a white TV. This is out of my budget, I have eye problems and wouldn’t use the 3D aspect, and 110-inch is way too big for our room size.’ When trying to win the business it is important to understand the needs and wants of the landlord. The first five minutes should be about building a relationship connection and not talking business at all. Then you need to take the time to ‘consult’ with them and find out their needs. JUST A FEW SCRIPTS that I have found to be very successful as a lead-in to a presentation: l Do you mind if I ask you a few quick questions? l Why did you call our agency? l What are you looking for in a property manager? l Do you have any concerns about renting out your property? l Have you spoken with other agents? l Ultimately, what is the most important thing about appointing someone to care for your property?

Once you know the needs and concerns of the landlord you can ‘prescribe’ by focusing on the areas of your service that will satisfy their needs and give them peace of mind. More often than not, winning the business is about listening rather than talking. ■


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CHAMPIONS Real Estate Training Group's “Celebration THE REAL ESTATE industry is continually shaped by hardworking, high-achieving professionals who are passionate about their careers and their businesses. Elite Agent would like to congratulate this year’s RETG's "Celebration of Success" Award Winners with a selection of photos from the event.

Wayde Hildrew, Ray White Aspley Group QLD - BDM of the Year

Jacinta Greentree, InvestRent Property Management QLD Property Manager of the Year

Laetitia Pearce, The Leasing Network NSW Property Manager of the Year

Rhett Langlands, John B Grant Real Estate Chester Hill NSW BDM Rookie of the Year The Leasing Network NSW Property Management Business of the Year

Shadi Salehpour, Professionals Lovegrove NZ Property Manager of the Year

LJ Hooker City Residential Australasian Property Management Business of the Year

18 ELITE PROPERTY MANAGER • APR – MAY 2018


of Success 2018� National Awards

Chris Fox, Belle Property Coorparoo QLD BDM Rookie of the Year

Kaly Smith, KS Property Solutions VIC Property Manager of the Year

PHOTOS: BOXBROWNIE

Kylie Hall, Empire Estate Agents WA Property Manager of the Year

We Connect Property VIC/SA Property Management Business of the Year

Renee Smith, LJ Hooker Dunedin NZ - BDM of the Year

LJ Hooker Dunedin NZ Property Management Business of the Year

Just Property Management WA Property Management Business of the Year

elitepm.com.au 19


Property Management Mentor

Natalie Hastings

Natalie Hastings is the Managing Director of hastings + co. For more information, visit hastingsandco.com.au.

SHOULD THEY STAY, OR SHOULD THEY GO? It’s in a property manager’s DNA to find solutions that turn disgruntled clients into raving fans. But if you’re spending hours each week devoted to a problematic landlord, it’s time to consider freeing up your time to win better business. Natalie Hastings explains.

P

roperty management is a people business, best suited to those natural problem-solvers with a positive disposition and a flair for collaboration. But what happens when you do your very best time and again, yet find your days disturbed by an aggressive landlord who is impossible to please? Many principals are loathe to ‘sack’ a landlord – even if their behaviour is atrocious and damaging to team culture. Work through the checklist below to establish whether a landlord should stay or go.

THE 80/20 RULE A business adage that rings true regardless of your industry is that 80 per cent of revenues are generated by 20 per cent of customers. Equally, 80 per cent of complaints come from 20 per cent of our customers. And we’re not immune from service issues as real estate professionals either; 80 per cent of quality issues occur within 20 per cent of our service offerings. With the 80/20 rule in mind, think about the landlord you want to move on to greener pastures. Is their behaviour unusually needy and demanding? If they’re part of a high-needs demographic of your rent roll – and you’re providing them with even

a clever diagnostic tool which can help you make swift, frank decisions about clients.

MANY PRINCIPALS ARE LOATHE TO ‘SACK’ A LANDLORD – EVEN IF THEIR BEHAVIOUR IS ATROCIOUS. more tailored service than the 80 per cent of uncomplaining landlords and tenants – they may not be a good fit for your practice. On the other hand, if you are experiencing client dissatisfaction across more than 20 per cent of your rent roll, other quality issues may need to be addressed within your property management department. The 80/20 rule is

20 ELITE PROPERTY MANAGER • APR - MAY 2018

FAIR PAY FOR FAIR WORK Another consideration before moving a landlord on are fees; are they paying rock-bottom management and letting fees? If so, reflect on how this occurred. Were they bringing a sizable portfolio to the business, or one property that has proved a weekly blight on your schedule? If you’re not being paid top dollar for your top-quality service, move them on. ARE THEY BENEFICIAL TO YOUR AGENCY? Some landlords are worth the extra effort and attention if they are a regular source of new business and referral for your agency. In other words, their goodwill and kind words about your service outweigh the additional hours on the phone troubleshooting. However, if they’ve never referred you a prospect, are rude to you on the phone and treat you like a second-class citizen, they’ve really got to go! R.E.S.P.E.C.T. Does this troublesome landlord have you running around in circles getting umpteen quotes to fix a dishwasher simply because they can? Before letting a landlord go,

consider the quality of your communications with them, and their respect for your advice. Do they deal with maintenance matters and tenant requests in a timely and fair manner? If they’re a highly responsive client who is simply an inexperienced or anxious landlord, you may need to support them with additional attention while they get ‘into the groove’. If they refuse to undertake maintenance, have unreasonable expectations around ‘wear and tear’ and are always griping to access their investment property, they are probably more effort than they’re a return on investment. Consider too the distance of the property they’re leasing with your business – is it a serious trip away, or just around the corner? If the property is inconveniently located (and you’re part of a franchise network) perhaps you could ‘trade’ the landlord to another office location. Should they stay, or should they go? The bottom line when considering moving a landlord on must be ‘Are they profitable?’. When you apply the 80/20 rule and account for time spent on your challenging client versus income received for your efforts, the answer will be clear. •


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Business Development Mastery

Tara Bradbury

EMPOWERING THROUGH INCENTIVES While the concept of employing a BDM has been around for a while, many agencies still try to work out the best growth path while finding that special someone who can fill the role. The answer lies in both incentives and accountability, as Tara Bradbury explains.

G

oing into offices and discussing ways you can encourage the team to get on board with the rent roll growth plan is a part of my business that I really enjoy. These visits allow me to speak with the different departments and get their feedback on how things are run. Recently, a comment was made to me describing property management departments as “the new black”. If this is the case, then why are sales businesses still recognised as the alpha into which all marketing funds are poured? Writing about this subject isn’t easy for me; however, I feel it is a very important one which requires proper education. I still have principals of PM departments telling me that if they are paying someone to do a job they should just do it. The idea of an incentive is not even open for discussion. If you want to manage or hire a top-performing BDM in our industry, you must ensure the package is driven for high sales performance. If you put the BDM on a high retainer this will reduce the performance, as they will be satisfied with the income and just sign up whatever comes in through office marketing and the sales

IF A BDM IS SITTING ON A COMFORTABLE WAGE, THERE IS NOTHING TO DRIVE THEM TO ACHIEVE GROWTH TARGETS. department. Most BDMs I work with are expected to do the following and work under similar packages. 1. They sign from five to eight managements before

22 ELITE PROPERTY MANAGER • APR – MAY 2018

making any commission on properties signed and leased. 2. They are paid a quarter of the let fee for the first five, half the let fee for the first 10, three-quarters of the let fee for the first 15 and a full let fee

for 20-plus properties that are signed and leased in the same month. 3. They are paid double the incentive for self-generated leads vs office-generated leads. 4. They are on commissiononly and paid a percentage of the first year’s income. 5. They are in a partnership with the business owner and paid a percentage of the profits each quarter.


Tara Bradbury is the Director of the BDM Academy, sharing her business development ideas and strategies with property management BDMs and principals. For more information visit bdmacademy.com.au.

PROPERTY MANAGEMENT DEPARTMENT STRUCTURE (THIS IS A GUIDE ONLY) PRINCIPAL/BUSINESS OWNER Leads the property management department and ensures compliance with legislation and general real estate practices

BUSINESS DEVELOPMENT MANAGER REPORTS TO PRINCIPAL/BUSINESS OWNER

DEPARTMENT MANAGER REPORTS TO PRINCIPAL/BUSINESS OWNER

• Builds relationships & manages CRM • Attends networking events • Secures new business • Follows-up prospects • Prepares listing paperwork • Handles self-promotion & social media • Works in with sales team • Manages & updates new listings

• Manages the department • Manages systems and procedures • Leads team meetings • Organises staff training • Handles & manages complaints • KPI management • Steps in when staff are on leave

ACCOUNTS ADMINISTRATOR REPORTS TO DEPARTMENT MANAGER PROPERTY MANAGER

PROPERTY MANAGER

PROPERTY MANAGER

PROPERTY MANAGER

PROPERTY MANAGERS

are the main set of eyes on the investment property and are the main point of contact with the landlord and tenants during the entire tenancy.

PM RECEPTIONIST REPORTS TO PROPERTY MANAGER

LEASING CONSULTANT REPORTS TO PROPERTY MANAGER

• Ensures reception is well presented • Assists PMs with application paperwork • Handles incoming calls • Rent list & internet management

• Prospective tenant liaison & vacant property viewings • Tenancy application checks • Prepares tenant moving in packs • Prepares tenancy documents • Completes tenancy sign-up • Completes full handover for property manager

No matter which direction you decide to go in with incentives for your BDM, it is recommended you ensure they are held accountable for where they are spending

time and what they are most focused on. If a BDM is sitting on a comfortable wage, it is easy for them to get distracted as there is nothing to drive them to achieve set

• Enters rental payments • Daily reconciliation & banking • Monitors dishonoured cheques • Payment of creditors • Bond disbursements • Mid & End of Month • End of Financial Year

CLIENT RELATIONSHIP MANAGER/ LEAD GENERATOR • Surveys current landlords/tenants • Surveys past buyers/sellers • Passes leads onto BDM • Conducts cold calling • Creates appointments for PM and Sales Departments and sells the benefits of the entire agency • Handles direct mail-outs & flyers

rent roll growth targets. Out of all the positions in the property management business, the BDM is the one I have found to be the most thought-out and managed

the least effectively. It may sound simple, but if your BDM is only signing up what the office generates and just covering the base wage, are they really a true BDM? I realise that I’m coming across very forward, but the misconceptions surrounding how powerful a true BDM can be for your business really bother me. If you have a BDM on the right package from the beginning, with a detailed job description and KPIs they must report back with each week, you will know in the first

ENSURE ANY PACKAGE IS DRIVEN FOR HIGH SALES PERFORMANCE. one to three months if they are going to be suited to the role and uphold the business growth vision. During this time they may be signing massive numbers, but they should also be showing strong pipeline growth and a list of referral partner contacts. Once you have the right BDM, it is time to grow your dream team; one that has the same vision as the principal and BDM. Anyone in the team can contribute to the growth path! The most successful property management businesses are rewarded as a team and celebrate every 100 properties in net growth. As you continue to grow your property management business, these are the types of roles you can have as you pave your journey to 500, 1,000 or even 1,500 managements. ■

elitepm.com.au 23


Realty Bytes

Alister Maple-Brown

USING TECHNOLOGY TO BUILD RELATIONSHIPS THE WORLD TODAY barely resembles the one we lived in just 10 years ago. Technology

is integrated into our lives at virtually every moment of every day. Fortunately it's making our lives easier and businesses more productive – and it’s creating opportunities for property managers when it comes to building relationships.

T

oday’s world is filled with technology; so much so that many feel it’s making us ‘less human’. Our mobile devices are never far from reach. We sit at the family dinner table using one hand to eat and the other to tap away on our iPad. We go to our kids’ soccer game on the weekend with our smartphone pinging away in our back pocket with the arrival of every text message. And we perch ourselves in bed late at night with our laptop to do one last check of our inbox before turning the light off. Technology has permeated our business lives too. We all seem to be locked in a constant battle with overflowing inboxes and an avalanche of text messages. Yes, we’re communicating more with our clients. But do we actually have better relationships with them? Real estate has been and always will be about relationships – and technology can be leveraged to enhance your client relationships.

COMMUNICATING IN REAL TIME Your clients expect to always be ‘in the know’. Whether it’s an investor wanting

can define trigger points for particular communications to go out. Whether it’s arrears, inspections or maintenance, automated alerts can help you take control of the communication process and alleviate your workload. At the same time, you’re building your client relationships. With PropertyTree’s fully integrated Automated Communications platform, you can effectively ‘set and forget’ and let PropertyTree do all the hard work for you. It’s easy and effective – and you’re communicating with your clients in real time. Have your relationships with your clients been enhanced through this automation? Yes. But is it enough? Definitely not.

YOU’LL NEVER REPLACE YOUR FRIENDLY VOICE WITH AN EMAIL OR YOUR GENUINE SMILE WITH AN EMOJI. confirmation that rent is up to date or a tenant asking for the status of a repair request, clients have a ‘now’ mentality. If you meet their expectations, it’s a good building block for your relationship. But if

24 ELITE PROPERTY MANAGER • APR – MAY 2018

you don’t, you may find your relationship on shaky ground. Staying on top of everything is challenging, but it doesn’t always have to be. Enter automated alerts. The beauty of automated alerts is that you

PICKING UP THE PHONE With the rise of email, SMS and the plethora of other messaging apps, many of us no longer take the time to pick up the phone. Yes, it’s easy to type a quick email or tap out a short text message. But would your client relationships benefit more if you took the time to speak with them? The impact of hearing your voice, being able to ask questions and knowing that you’ve taken time out of your busy day


Alister Maple-Brown is the CEO of Rockend. For more information visit rockend.com.au.

to touch base with them shouldn’t be underestimated. But let’s take it one step further. Rather than just being a voice at the other end of the line, let your clients see you. Using apps like FaceTime and Skype has become second nature for many of us in our personal lives. We all have the tools we need in our pocket and on our desk, so why aren’t more of us using them to strengthen our relationships with our clients? Human beings are visual creatures, and FaceTime and Skype allow you to communicate via two senses, sound and sight, rather than just one. Allowing your clients to connect with you visually is

so important. They save time. Far from detracting from your client communications, they allow you to have a better quality of interaction. You’re free of being bogged down with routine and mundane communications. You have time to meet with your landlords and talk about how they can maximise their investment. And let’s not forget that, when you’re out and about with clients, technology gives you on-the-spot access to the information you need. If a client asks a question, you want to be able to give them the answer right away. It’s not good enough to say, ‘I’ll let you know once I’m back in

RATHER THAN JUST BEING A VOICE AT THE OTHER END OF THE LINE, LET YOUR CLIENTS SEE YOU. a powerful way to build your relationships. So now that you’ve come out from behind your device and connected with clients over the phone, what’s the next step?

PUTTING IN SOME FACE TIME Without a doubt, relationships are best built in person. We undoubtedly respond better to people whom we’ve met and interacted with. Yes, having lunch or a coffee with a client takes time, but it’s time well spent. ‘But where will I find the time?’, I hear you ask. Fundamentally, property management is a people business and technology can give property managers the time they need to interact with clients. That’s why using tools like automated alerts is

the office’. By using a cloudbased property management solution like PropertyTree, you can access everything you need when you’re out and about. All you need is your device and access to the internet.

GIVING YOU BACK TIME Using technology to communicate with your clients is an extremely valuable way to build relationships. But don’t let your relationships get lost in cyberspace. You’ll never replace your friendly voice with an email or your genuine smile with an emoji. While technology can help you leverage your natural abilities, it will never replace them – so take advantage of the tools on offer to enhance your client relationships. ■

elitepm.com.au 25


MARKETS PAGE 16

PAGE 36

PREMIERE ISSUE

SMSF INVESTORS PAGE 42

TRUTH PAGE 26

A DOT COM? PAGE 24

PLAN PAGE 18

KEYBOARD WARRIOR

THE WAY OF THE FUTURE?

BUSINESS ON TRACK

READER SURVEY:

FIND OUT MORE ON PAGE 31

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4 RULES FOR BUILDING A WORLD CLASS REFERRAL NETWORK

THE GIFT OF LISTENING and the power of presence

PREPARING FOR SPRING SELLING SEASON

IT TAKES TWO

Michael Clarke & Cherie Humel

with Stuart Benson

INSTAGRAM Every picture tells a story

TACTICAL LISTING WITH JOSH PHEGAN PAGE 26

FIVE TACTICS TO ACHIEVE AND MAINTAIN ZERO ARREARS

LEARN FROM THE BEST

ANTICIPATE IS THE NEW EXCEED PAGE 28

5 TRENDS THAT MAY INFLUENCE PROPERTY IN AUSTRALIA COMMUNITY ENGAGEMENT

5 ways to build your profile

IS YOUR DATABASE FIT OR FAT? THE AWESOME HUMAN MANIFESTO

THE TRUSTED ADVISOR

Stefanie Dobro

BEYOND BUSINESS DEVELOPMENT

THRIVING IN A TOUGH LEASING MARKET

HANNAH GILL

EXCLUSIVE INTERVIEW WITH RENT.COM.AU CEO MARK WOSCHNAK

A GUIDE TO THE ULTIMATE BRAINSTORM

How to get what you’re worth

THE GREAT INSPECTION ROUNDUP PAGE 62

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2015 ARE YOU

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READY?

The resolutions you need to make this year

VICTORIA’S TOP GUN

Mark Di Giulio

HOW TO STAND OUT ON THE GLOBAL STAGE PAGE 20

THREE QUESTIONS TO IMPROVE PERFORMANCE

How to get more productive… Fast!

SERVING A NICHE MARKET PAGE 50

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INDUSTRY REPORT PERCEPTIONS OF REAL ESTATE

LEARN FROM THE BEST

INSIDE: INDUSTRY LEADERS

What your customers really think

TAKE YOUR EMAIL OPEN RATE THROUGH THE ROOF MAKE EACH DAY COUNT

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31 May – 1 June, 2015 Gold Coast Convention & Exhibition Centre

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BEST OF BOTH WORLDS An exclusive outsourcing case study with Miles Real Estate

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PASSION FOR PEOPLE

Emmy Thies

John McGrath • Josh Pheg Michael Sheargold • Tom Pan Caroline Bolderst

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THE ART OF STORYTELLING PAGE 54

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MARKETING SPECIAL

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NO SALES AWARDS

GET READY FOR

2020

The agency that puts client satisfaction first

STRONGER THAN STEEL

CONNECTING EMPLOYEES IN THE CLOUD

Clinton Knop

Virtual reality agents

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SLIDIN DOOR

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2016: READY, SET, GOAL!

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IMPLEMENTING NEW TECHNOLOGY AS A TEAM

WHO’S BEHIND THAT DOOR? HITTING A HOMERUN PAGE 16

FEATURE INTERVIEW NAOMI SIMSON SPEAKS ON PRODUCTIVITY AND LEADERSHIP LEARN FROM THE BEST

LAURA LEVISOHN

5 STEPS TO DESIGNING THE IDEAL WEEK

Get noticed for the right reasons

SOCIAL MEDIA REPORT CARD PAGE 14

FRONT DESK TO BUSINESS OWNER

LESSONS LEARNT IN REALLY BIG BUSINESS

THE SCIENCE BEHIND FIRST IMPRESSIONS

FEE NEGOTIATION

THE MATHEMATICS OF PROPERTY MANAGEMENT WITH BOB WALTERS

LEARN FROM THE BEST

THE EXTRA 1%

THE FOUR PILLARS OF PERSONAL BRANDING

ANTHONY CARDINALE

EXTREME PROPERTY MANAGEMENT

HOW THE APRA CHANGES MAY BE AFFECTING YOUR LANDLORDS

OVERCOMING OWNER OBJECTIONS

READER SURVEY:

Find out more on page 47

SALES STAFF PAY PACKETS

WHY 3D REAL ESTATE LISTINGS WILL BE THE NEW NORM

What’s working?

BARRY PLANT

From Bell Ringer to Master Auctioneer

30 BUSINESS BOOSTING IDEAS FOR

2016 12 WAYS TO IMPROVE YOUR MARKETING

HAVE YOUR SAY IN OUR

DO YOU HAVE EXIT STRATEG

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MAK YOUR SM BUSIN APPE LARG

HOW TO PULL OFF THE PERFECT LISTING PRESENTATION

MAKING THE MOVE

PAYIN REVENUE SP – THE PR AND CO

SUZIE Kate HAMILTONFLANAGAN PLAYING T0 WIN

Strickland

TO CONTINUE READING THIS PUBLICATION AND OTHER BACK ISSUES VISIT ELITEAGENT.COM EXPANDING TO NEW MARKETS PAGE 16

A GAME OF DRONES PAGE 36

SELLING PROPERTY TO SMSF INVESTORS PAGE 42

PREMIERE ISSUE

• HOW ARE THE TRANSFORM SUPER SIX GOING? FOR UPDATES AND COACHING TIPS SEE PAGE 16

MOMENTS OF TRUTH PAGE 26

WHEN SHOULD YOU BECOME A DOT COM? PAGE 24

MARKETING BATTLE PLAN PAGE 18

WHY NO ONE LIKES A KEYBOARD WARRIOR

ARE DIGITAL PRE-LISTING KITS THE WAY OF THE FUTURE?

5 KPIS TO KEEP YOUR BUSINESS ON TRACK

READER SURVEY:

FIND OUT MORE ON PAGE 31

LEARN FROM THE BEST #01 JUL/AUG 2015 AU$9.95 + POSTAGE

LEARN FROM THE BEST

#10 APR/MAY 2016 AU$13.50

4 RULES FOR BUILDING A WORLD CLASS REFERRAL NETWORK

THE GIFT OF LISTENING and the power of presence

PREPARING FOR SPRING SELLING SEASON

IT TAKES TWO

Michael Clarke & Cherie Humel

with Stuart Benson

INSTAGRAM Every picture tells a story

TACTICAL LISTING WITH JOSH PHEGAN PAGE 26

FIVE TACTICS TO ACHIEVE AND MAINTAIN ZERO ARREARS

LEARN FROM THE BEST

#06 JUL/AUG 2015 AU$9.95 + POSTAGE

ANTICIPATE IS THE NEW EXCEED PAGE 28

5 TRENDS THAT MAY INFLUENCE PROPERTY IN AUSTRALIA COMMUNITY ENGAGEMENT

5 ways to build your profile

IS YOUR DATABASE FIT OR FAT? THE AWESOME HUMAN MANIFESTO

THE TRUSTED ADVISOR

Stefanie Dobro

THRIVING IN A TOUGH LEASING MARKET

BEYOND BUSINESS DEVELOPMENT

HANNAH GILL

EXCLUSIVE INTERVIEW WITH RENT.COM.AU CEO MARK WOSCHNAK

A GUIDE TO THE ULTIMATE BRAINSTORM

How to get what you’re worth

THE GREAT INSPECTION ROUNDUP PAGE 62

#03 JAN/FEB 2015 AU$9.95 + POSTAGE

2015 ARE YOU

HOW TO STAND OUT ON THE GLOBAL STAGE PAGE 20

Mark Di Giulio

LEARN FROM THE BEST #05 MAY/JUN 2015 AU$9.95 + POSTAGE

What your customers really think

TAKE YOUR EMAIL OPEN RATE THROUGH THE ROOF MAKE EACH DAY COUNT

Measuring property manager performance

31 May – 1 June, 2015 Gold Coast Convention & Exhibition Centre

LEARN FROM THE BEST

INSIDE: INDUSTRY LEADERS

Charles Tarbey Antony Catalano John McGrath Maria and Manos Findikakis

BEST NEW TALENT

Roxanne Paterson

#05 APR/MAY 2016 AU$13.50

3 TECH TRENDS THAT WILL IMPROVE YOUR BUSINESS

ACCOUNTING FOR SUCCESS

CAMERON GARRY

BEST OF BOTH WORLDS An exclusive outsourcing case study with Miles Real Estate

7 FUNDAMENTAL REALITIES OF CUSTOMER SERVICE THE ART OF PERSONAL COMMUNICATION

FRONT DESK TO BUSINESS OWNER

LESSONS LEARNT IN REALLY BIG BUSINESS

VICTORIA’S TOP GUN

LAURA LEVISOHN

5 STEPS TO DESIGNING THE IDEAL WEEK THREE QUESTIONS TO IMPROVE PERFORMANCE

How to get more productive… Fast!

SERVING A NICHE MARKET PAGE 50

IMPLEMENTING NEW TECHNOLOGY AS A TEAM

WHO’S BEHIND THAT DOOR?

MAKING INSPECTIONS EASY

SAFETY TIPS FOR PMs

HITTING A HOMERUN PAGE 16

FEATURE INTERVIEW NAOMI SIMSON SPEAKS ON PRODUCTIVITY AND LEADERSHIP

INDUSTRY REPORT PERCEPTIONS OF REAL ESTATE

#02 OCT/NOV 2015 AU$9.95 + POSTAGE

The resolutions you need to make this year

Get noticed for the right reasons

SOCIAL MEDIA REPORT CARD PAGE 14

LEARN FROM THE BEST

READY?

THE SCIENCE BEHIND FIRST IMPRESSIONS

FEE NEGOTIATION

THE MATHEMATICS OF PROPERTY MANAGEMENT WITH BOB WALTERS

LEARN FROM THE BEST

5 WAYS TO IMPROVE YOUR CONVERSION RATE PAGE 20

THE ART OF STORYTELLING PAGE 54

LEARN FROM THE BEST #04 MAR/APR 2015 AU$9.95 + POSTAGE

PASSION FOR PEOPLE

Emmy Thies

INSID THE TOP COACHE

John McGrath • Josh Pheg Michael Sheargold • Tom Pan Caroline Bolderst

PL An exclusive w Glenn McGr

CLOSE COLLABORATION Successfully linking PM and Sales

SKIMMERS, SCEPTICS AND SOAKERS Are you covering them all?

31 May – 1 June, 2015 Gold Coast Convention & Exhibition Centre

AREC15

• WIN ONE OF SIX PLATINUM AREC16 TICKETS SEE PAGE 2 FOR DETAIL

MARKETING SPECIAL

WHAT REALLY WORKS FOR SUCCESSFUL PM MARKETERS

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AUSTRALIA’S TOP GUN

#03 DEC/JAN 2016 AU$13.50

Red Bull racing champ Matt Hall talks mindset

GET READY FOR

2020 CONNECTING EMPLOYEES IN THE CLOUD Virtual reality agents

EQUITY: TO SHARE OR NOT TO SHARE

NO SALES AWARDS

The agency that puts client satisfaction first

STRONGER THAN STEEL

Clinton Knop

HAVE YOUR SAY IN OUR

READER SURVEY:

THE FOUR PILLARS OF PERSONAL BRANDING EXTREME PROPERTY MANAGEMENT OVERCOMING OWNER OBJECTIONS

LEARN FROM THE BEST

THE EXTRA 1%

ANTHONY CARDINALE

HOW THE APRA CHANGES MAY BE AFFECTING YOUR LANDLORDS

LEARN FROM THE BEST

#08 DEC/JAN 2016 AU$13.50

2016: READY, SET, GOAL! WHY 3D REAL ESTATE LISTINGS WILL BE THE NEW NORM 30 BUSINESS BOOSTING IDEAS FOR

2016 12 WAYS TO IMPROVE YOUR MARKETING

#09 FEB/MAR 2016 AU$13.50

SALES STAFF PAY PACKETS

EFFECTIVE SALES MANAGEMENT How to get the most from your team

What’s working?

BARRY PLANT

From Bell Ringer to Master Auctioneer

PLAYING T0 WIN

Kate Strickland

THE TOP 10 MISTAKES OF NEW PRINCIPALS 8 STEPS TO OWNING YOUR MARKET IN 2016 BATTLE OF THE SEXES

Who’s better at selling real estate –

THE REFERRA SYSTEM THA REALL WORK

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Glenn Curran

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The ro

Elite Property Manager Issue 17 Apr May 2018 PREVIEW  
Elite Property Manager Issue 17 Apr May 2018 PREVIEW