FIND­ING THE JOY

GROW­ING UP IN A FAM­ILY of agents, Natalie Doolan re­sisted en­ter­ing the in­dus­try for many years, learn­ing valu­able skills in event man­age­ment and hos­pi­tal­ity. Now as Di­rec­tor of Car­nelian Prop­erty Man­age­ment in Lake Mac­quarie, Natalie says she aims to put

Elite Property Manager - - Contents -

Natalie Doolan

Tell us a bit about your­self and your agency.

Born in New­cas­tle, I grew up in Lake Mac­quarie, the youngest of three. I spent my 20s liv­ing and work­ing in Syd­ney and had a blast! When it was time to start a fam­ily my hus­band and I moved back to New­cas­tle. We love the space and life­style!

At Car­nelian Prop­erty Man­age­ment our fo­cus is purely prop­erty man­age­ment and mak­ing it an en­joy­able ex­pe­ri­ence for both in­vestors and ten­ants. While our busi­ness and team are grow­ing steadily, we pride our­selves as own­ers of the busi­ness on still be­ing di­rectly ac­ces­si­ble to our in­vestors. In a world of in­creas­ingly on­line and face­less trans­ac­tions, we know this per­sonal ap­proach is highly val­ued.

“NEW­CAS­TLE IS CER­TAINLY CON­TIN­U­ING TO GROW AND THRIVE, AND WE LOVE SHAR­ING OUR EX­PE­RI­ENCE WITH IN­VESTORS NEW TO THE RE­GION AS WELL AS LO­CALS.”

What mo­ti­vated you to en­ter real es­tate?

Grow­ing up, my par­ents owned a real es­tate agency. I spent many af­ter­noons af­ter school in the of­fice. Although I worked in other in­dus­tries such as event man­age­ment and hos­pi­tal­ity, which con­trib­uted valu­able skills to my real es­tate ca­reer such as main­tain­ing grace un­der pres­sure, ne­go­ti­at­ing in chal­leng­ing sit­u­a­tions, and re­main­ing help­ful and ap­proach­able at dif­fi­cult times, it was pretty much a given that I would even­tu­ally make my way into real es­tate.

What is the mar­ket like in your area right now?

Our agency cov­ers a large foot­print in New­cas­tle, Lake Mac­quarie and the Hunter. In this mar­ket we’re see­ing older, even in­dus­trial sub­urbs be­ing re­vi­talised through water­side apart­ment de­vel­op­ment and taste­ful ren­o­va­tion of cen­tury-old homes. We’re also see­ing brand new land

es­tates be­ing de­vel­oped and watch­ing new com­mu­ni­ties emerge. New­cas­tle is cer­tainly con­tin­u­ing to grow and thrive, and we love shar­ing our ex­pe­ri­ence with in­vestors new to the re­gion as well as lo­cals.

What is your se­cret to main­tain­ing healthy re­la­tion­ships with land­lords and ten­ants?

Be­ing ac­ces­si­ble and will­ing and happy to help. Show­ing re­spect for both land­lords and ten­ants. I love be­ing able to as­sist our in­vestor clients in grow­ing their port­fo­lio, and our ten­ants find prop­er­ties to call home.

What apps do you use most on your smart­phone or com­puter?

Be­ing a small but high-per­form­ing team, tech­nol­ogy plays a big part in our ef­fi­ciency. We all ac­tively use Trello on a daily ba­sis for a broad range of tasks, from daily or re­cur­ring 'to-do' man­age­ment to project manag­ing sig­nif­i­cant cam­paigns or busi­ness en­hance­ments.

We love LastPass as a pass­word man­age­ment tool across all our de­vices. It en­ables us to reg­u­larly and quickly roll out pass­word changes across the many plat­forms and apps we use through­out the busi­ness, help­ing min­imise the risk of on­line threats or cy­ber­fraud. We also use Drop­box for doc­u­ment stor­age, which is of great ben­e­fit. As an ex­am­ple, at an in­go­ing in­spec­tion we may take 500 pho­tos, which are then stored to the cloud and a sin­gle link can be shared di­rectly with the land­lord so they can feel like they were there at the in­spec­tion them­selves. No need for se­lec­tively shar­ing pho­tos or send­ing large files via email.

“BE­ING A SMALL BUT HIGH-PER­FORM­ING TEAM, TECH­NOL­OGY PLAYS A BIG PART IN OUR EF­FI­CIENCY.”

What changes do you see hap­pen­ing in prop­erty man­age­ment in the next 12 months?

The in­dus­try is ex­pe­ri­enc­ing ma­jor growth in on­line ser­vices of­fer­ing low fees. While they may be en­tic­ing, they can­not re­place good old-fash­ioned cus­tomer ser­vice. I hope to see an in­creased fo­cus on cus­tomer ser­vice at the fore­front of clients’ minds when select­ing an agency.

What are your goals for the fu­ture?

Grow­ing our team thought­fully and in a way that en­ables us to con­tinue to be ac­ces­si­ble for all of our land­lords. We’re cur­rently look­ing for­ward to a long-awaited fam­ily hol­i­day to New Zealand in 2020!

Natalie and Paul Doolan

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