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Property Management Update

It’s never quiet in the world of Property Management and this quarter has been no different. Our leadership team at Harcourts is persistent in their strive for excellence and it’s how we offer and deliver next-level client service in Property Management. The recent Harcourts New Zealand’s Property Management Leadership Conference 2022 was a day of learning and collaborating on how we can provide an innovative and industry-leading approach in our work with landlords and tenants. We were lucky enough to be joined by guest speakers - Harcourts Managing Director, Bryan Thomson, Tenancy.co.nz Managing Director Craeg Williams, Mortgage Express CEO, Sarah Johnston, and International Property Management Trainer, Darren Hunter. In sharing their expertise, our attendees walked away with crucial insider knowledge, ready to apply to their craft and lead their teams in the pursuit of excellence. Harcourts New Zealand are thrilled to have won the top prize in seven categories at this years’ 2022 Real Estate Institute of New Zealand (REINZ) awards. In the awards which Harcourts won this year, our Property Management team secured three property management awards. This includes Jen Neil of Harcourts Accommodation Centre winning Residential Property Manager of the Year - Jen is now the three-time winner of both the Harcourts New Zealand property manager award and also of the REINZ top property manager award; Lynne Cawthorn of Harcourts Holmwood scooping the top prize of Residential property management business development manager of the year; and Harcourts Accommodation Centre winning Residential property management large office of the year, which is the fourth time that Nigel Bowden and the team have won this accolade. Harcourts were also finalists in the Residential property management medium office of the year and Residential property manager of the year categories. With the honours spread far and wide across the Harcourts network. Bryan Thomson, Managing Director, Harcourts New Zealand said, ‘This is a symbol of how the Harcourts network continue to work as a team and to uphold excellent standards of service to all New Zealanders.’ As we see the year close in, I wanted to take this opportunity to thank the entire Property Management network in New Zealand as well as all of our supporters. Having hit 25,000 properties under management we are getting bigger and better every year.

Jodine

Clark

Head of Property Management New Zealand jodine.clark@harcourts.net

Superstar Profile Michelle Fu

Sales Consultant Harcourts Gold - Papanui

1. Why did you decide to join Harcourts? I have always been passionate about property. My father is an engineer and a small developer in China, so I was brought up obsessed with property. I’ve been investing in properties since

I was in university and even did my master thesis topic on the housing market.

I met John McFadden and Jim Davis while I was working as a commercial analyst and had the opportunity to work with Cameron Bailey as my mentor.

I started selling part-time and became a full-time sales consultant a couple of months later.

2. What is your favourite thing about being a Harcourts team member?

Being a Harcourts team member gives me so much opportunity to grow and challenge myself. One of my most favourite things is the communal sense of teamwork, you never feel alone in this company. I had a lot of guidance and support from our business owners and top agents when I first started and seeing Harcourts colleagues work together as a team to get the best result for our clients is a very powerful feeling. 3. What do you enjoy most about being in the real estate industry? Being able to support clients move forward into the next chapter of their lives.

Whether it be helping people to buy their first home, upsizing, downsizing, or even investment plans for retirement. 4. What activities have led to your success? The willingness to put in the hard work and constantly learning and improving. Working closely with all of our colleaguesis also a huge factor of success in the Papanui office. 5. What is your secret to maintaining a strong relationship with clients?

Coming from a cultural background where being humble is a key virtue, I have often been told that I am approachable. I am also a mother of two, so I like to think that I have a naturally caring nature which helps as many clients find it easy to talk to me and are willing to share their thoughts and concerns.

Although it is important to maintain a professional relationship as agent and clients, each client has their unique circumstances, so I always try to stand in their shoes and show genuine care in order to take some of the stress from my clients. Good knowledge and great service ensure a good experience for the client, and that will bring in repeat business. 6. What advice would you offer to people new to the industry? Focus on people, not money. It might be tough when you first start, but if you keep building your knowledge about houses and the market, show care to your clients and work closely with your colleagues, you will get there. It sounds simple and easy to say, but not everyone can keep at it, so I really encourage people to hone a persistent work ethic. 7. If you weren’t in real estate, what job would you have and why?

Honestly, I was a shy and nerdy analyst before I joined Harcourts. I would have stayed as an analyst if I weren’t in real estate. 8. What is your favourite hobby/pastime? Some of my favourite past times include snowboarding and reading, I always love a new recommendation if anyone is willing to give me one.

THE NEW BASICS EVERY AGENT NEEDS TO KNOW

I can’t recall a time when we have seen a situation like the one we find ourselves in now. Traditionally, it’s one or two areas of our industry that are feeling pressure at any given time, but right now we are seeing just about every area under enormous pressure at the same time. Our industry has changed, the market has changed and how we operate also needs to change. There is a lot of noise in the market about getting ‘back to basics’, but what basics should we be going back to? Modern agents need to be focusing more on people skills and less on the transactional skills that have been prioritised in the past. During the good times of low interest rates and skyrocketing property prices, it’s easy to get caught up in transactional tasks, but doing that appears to have had a negative impact on our relationship building skills. To truly serve the needs of our clients we need to now exercise empathy. Are they worried about mortgage stress? Put them in touch with a trusted mortgage broker who can provide them with options. We know that interest rates will change and if you can help clients navigate a short-term painful period, they will still reap the benefits of their 30-year investment. Real estate has always been a relationship business and any support you provide a client now will be remembered and paid back in spades either in referrals or repeat business. Agents serious about future commercial success should be investing their time and energy into: • Gaining a real understanding of the motivations and pressures of their clients • Building empathy and listening skills • Honing negotiation skills • Helping clients plan for unexpected changes • Looking for new ‘out of the box’ solutions for themselves and their clients • Attending conferences and events to gain insights from others facing the same challenges Regardless of where the market is in the next 2 years, an investment in yourself and relationship building can only serve to improve your reputation and truly build clients for life.