BD MASTERY: HALF TIME SCORE CARD

Tara Brad­bury

Elite Property Manager - - Contents - TARA BRAD­BURY is the Di­rec­tor of the BDM Acad­emy. For more in­for­ma­tion, visit bd­macademy.com.au.

It seems like only yes­ter­day when I put pen to paper and wrote my goals for the year ahead. Like many of us, I’m now tak­ing the time to re­view my cur­rent achieve­ments. I find this can be a very con­fronting and re­ward­ing ex­pe­ri­ence – de­pend­ing, of course, on my per­for­mance over the last six months.

This time is a great op­por­tu­nity to gain feed­back from another team mem­ber, a per­sonal men­tor or an in­di­vid­ual who leads by ex­am­ple. For busi­ness de­vel­op­ment man­agers, I highly rec­om­mend re­view­ing th­ese points and dis­cussing them in your next team meet­ing.

TIME MAN­AGE­MENT

Where you spend your time be­tween 9.00am and 5.00pm is crit­i­cal for any­one fo­cused on rent roll growth. This is your key time to prospect and se­cure new op­por­tu­ni­ties for the agency. Make sure you spend 80 per cent of your time on the phone and in face to face meet­ings and 20 per cent on ad­min­is­tra­tion du­ties.

AC­COUNT­ABIL­ITY

Whether you have a per­sonal men­tor or are ac­count­able to a team leader, no one likes to be mi­cro­man­aged. If you want to be bet­ter than the per­son you were yes­ter­day, you need to be pre­pared to take a risk and share your goals out loud. By shar­ing this in­for­ma­tion you will find your­self feel­ing guilty when tar­gets are not achieved and ques­tion where you are spend­ing your time, as you don’t want to dis­ap­point the per­son who is aware of your vi­sion.

EX­TRA­OR­DI­NARY CLIENT SER­VICE

Know your ‘why’ and the ser­vice you can pro­vide to sup­port your clients’ needs. Un­der­stand that cus­tomer ser­vice is a cul­ture, not a check­list, and can change rapidly as your team grows – es­pe­cially if not prop­erly mon­i­tored. Don’t let neg­a­tive be­hav­iour get swept un­der the rug or tol­er­ated just be­cause you are in fear of hav­ing to re­place a team mem­ber. If some­one in your team is un­happy and dis­play­ing signs of neg­a­tiv­ity, pull them aside and ask open ques­tions with com­pas­sion. One bad egg in a team can de­stroy many years of high qual­ity cus­tomer ser­vice within sec­onds.

DEL­E­GAT­ING AND SU­PER­VIS­ING

As you grow the prop­erty man­age­ment de­part­ment you will find your sys­tems and pro­ce­dures will ad­just with each team mem­ber who comes on board. We are very lucky to be in an in­dus­try that is de­vel­op­ing at a rapid pace and has many fan­tas­tic tools to help speed up the process across all as­pects of prop­erty man­age­ment. This al­lows us to have full-time busi­ness de­vel­op­ment man­agers sign 10, 20, 30, even 40-plus man­age­ments per month. It is im­por­tant that you con­tinue to re­view each in­di­vid­ual’s job de­scrip­tion, en­sur­ing ev­ery team mem­ber is aware of the role they play and the im­pact they have on your agency’s rent roll growth path.

WEB­SITE

This is now your ‘Di­rec­tor of First Im­pres­sions’ and if not re­viewed, can be dam­ag­ing to your brand and lead gen­er­a­tion pipe­line. In fact, at least 90 per cent of peo­ple will scroll past within sec­onds if your web­site is hard to find or un­ap­peal­ing. Why is it that so many busi­nesses build a fan­tas­tic web­site, which in the first few months draws a lot of busi­ness, then for­get to up­date the in­for­ma­tion?

If you are build­ing and for­get­ting, you are just wast­ing your time. If you don’t have the time to en­sure your web­site is man­aged and up­dated with new in­for­ma­tion, del­e­gate the task to one of your prop­erty man­age­ment de­part­ment mem­bers. Hand the re­spon­si­bil­ity to them and set your­self a task to fol­low them up. Make sure they up­date staff changes, of­fice struc­ture up­dates, add tes­ti­mo­ni­als and, if you move your of­fice, up­date the ad­dress de­tails. They should add any new in­for­ma­tion about your prod­ucts or ser­vices and the BDMs should write a few blogs that will pro­vide value-added in­for­ma­tion to in­vestors.

Now is the time to pre­pare for a strong fin­ish to your year by re­flect­ing back on the first six months. Make the ap­pro­pri­ate ad­just­ments to en­sure 2016 fin­ishes with a bang! ■

LIKE MANY OF US, I’M NOW TAK­ING THE TIME TO RE­VIEW MY CUR­RENT ACHIEVE­MENTS.

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