TRANS­FORM PM 2016 has been an in­ten­sive process of learn­ing and re­flec­tion that in­cluded at­tend­ing ARPM 2016, coach­ing and men­tor­ing ses­sions, and an ‘Amaz­ing Race' fi­nale. Here are 50 top tips from our Trans­form PM coaches and the Dy­namic Dozen.

Elite Property Manager - - Contents - There is ad­di­tonal ex­clu­sive con­tent from Trans­form PM in our new lead­er­ship mag­a­zine In­sights. Visit eliteagent.com. au/in­sights for more info. ■ SARAH BELL

Sarah Bell

1“You have to be able to do more with less. You just have to, it’s not an op­tion. All I see us do­ing in our in­dus­try is ac­tu­ally adding to the com­plex­ity of what we do ev­ery day.” – Fiona Blayney

2“We need to un­der­stand what our client is buy­ing. Once we know what they’re af­ter, what their con­cerns are, what their fears are, then we can make our point of dif­fer­ence re­ally mean­ing­ful and rel­e­vant to them.” – Han­nah Gill

3“When I knew that I had to go back and re­port ev­ery­thing [to Heidi Walkin­shaw of Real+], I knew I had to get a plan in place.” – Kira Bauerle, Zelle

4“[Set­ting] KPIs is ef­fec­tively re­verseengi­neer­ing your vi­sion. You are look­ing at what your vi­sion is, what your goals are. Then the KPIs are ba­si­cally what make the goals hap­pen, and then the goals make the vi­sion hap­pen.” – So­phie Lyon

5“We are en­cour­ag­ing our ten­ants to pay monthly be­cause it min­imises the amount of times you have to get on the phone to chase ar­rears.” – Mary Karam, R+W Mar­rickville

6“…Peo­ple will buy from peo­ple they like and peo­ple that they trust, and of­ten they will buy on emo­tion and jus­tify it with logic. So re­mem­ber, there is al­ways ‘a right rea­son’ that peo­ple bought some­thing, and then there’ll be a real rea­son.” – Sa­man­tha McLean

7“As a leader, pick one thing at a time and do it strate­gi­cally and make sure you’re go­ing back, and re­view­ing the value that you’re get­ting out of that ac­tion.” – Tanja M Jones

8“Ten­ants’ search be­hav­iour: how many pages do they view? About half the au­di­ence get to page two, which is about 40 list­ings in, and then they stop. It’s im­por­tant that you are up the front of the search re­sults.” – Richard Bray, realestate. com.au

9“It just makes sense if you bring those peo­ple who are go­ing to be in their flow in par­tic­u­lar ar­eas and put them into the right job be­cause that’s where they’ll bring the most value nat­u­rally to your busi­ness.” – Julie Davis, Agent Dy­nam­ics

10“Ask your clients what is the one ques­tion they would like to know more about or a prob­lem they would like solved when it comes to prop­erty man­age­ment or prop­erty in­vest­ment.” – Josh Cobb

11“We need to be evolv­ing; we haven’t yet forced our­selves to change as an in­dus­try.” – Fiona Blayney

12“It’s your job to adapt and un­der­stand that peo­ple don’t nec­es­sar­ily want to be treated how you want to be treated. Peo­ple want to be treated how they want to be treated.” – Sarah Bell

13“A lot of peo­ple have worked out that it’s not the cheap­est agent who’s the best agent. They’ve worked out that it’s the agent who can get the job done.” – Charles Tar­bey

14“It’s re­ally im­por­tant, es­pe­cially as a lead­er­ship team, that you have some­one that you can just ‘park your funk’ with and get stuff off your chest be­cause, as I said be­fore, it can be lonely at the top.” – Tanja M Jones

15“Our mar­ket is al­ways chang­ing. We know that, and if we’re not ag­ile to adapt to those changes, we’re go­ing to fall be­hind.” – Han­nah Gill

16“They [clients] are want­ing to re­ceive in­for­ma­tion in an easy to un­der­stand, easy to con­sume way” – He­len Mitchell

17“Be­ing a lit­tle bit self-aware of how you ap­proach a sit­u­a­tion and I guess that comes down to your per­son­al­ity type as well; work­ing with those.” – Rachel Tor­ney, Har­courts Ade­laide Hills

18“You are ei­ther all in [with help­ful con­tent mar­ket­ing], or you just keep go­ing out and in­ter­rupt­ing peo­ple, the same way that real es­tate agents have done for­ever.” – Josh Cobb

19“I have a long way to go still! I am still work­ing on re­mov­ing the fear fac­tor and con­nect­ing with peo­ple to grow the data­base.” – Hay­ley Hawkins, PMHQ

20“You can see when it comes to ten­ants or peo­ple look­ing to rent a prop­erty, it’s mo­bile [that] is king. Ev­ery­body is on their mo­bile so what are the tools? How easy are you mak­ing it for your ten­ants to en­gage with all things mo­bile?” – Richard Bray, realestate. com.au

21“We have bro­ken down our prop­erty man­age­ment into pack­ages to give land­lords more choice of what they can get for their money.” – Robert Bell, Zelle

22“Ev­ery­one cal­cu­lates a cost/ ben­e­fit value equa­tion, as they make de­ci­sions on what they’re go­ing to buy. They’re go­ing to look at what the cost is, whether they like the op­tions that they’ve been pre­sented, and what else they might like.” – Sa­man­tha McLean

23“Sys­tems are lack­ing in prop­erty man­age­ment… It’s not the lack of work ethic, it’s the is­sue of hav­ing in­for­ma­tion at your fin­ger­tips, and the abil­ity of the cus­tomer to get that in­for­ma­tion im­me­di­ately.” – Charles Tar­bey

24“One of the most im­por­tant parts of my ex­pe­ri­ence has been fol­low­ing up un­til you get a de­ci­sion. I’m not talk­ing about stalk­ing peo­ple, but I’m talk­ing about con­tin­u­ing to con­tact them un­til they say ‘yes’ or ‘no’.” – Han­nah Gill



25“It is al­ways the per­son in a busi­ness that says ‘no, no, no. I don’t need any train­ing’. They need train­ing.” – Fiona Blayney

26“I’ve leant more to­wards treat­ing prop­erty man­age­ment as the most im­por­tant thing… I’ve seen div­i­dends of it al­ready.” – Trent Shor­land, Har­courts Ade­laide Hills

27“The big thing for busi­nesses is, over the next five years, with the mas­sive growth of video, how are you go­ing to man­age all that stuff? Where are you go­ing to put it all?” – He­len Mitchell

28“It [prop­erty man­age­ment] seemed so neg­a­tive, chas­ing ar­rears, and I thought, ‘what is this?’… I be­lieve you need to stay pos­i­tive and don’t for­get who you are in your role.” – Kim Clewett, PMHQ

29“It [tech­nol­ogy] takes away from the prop­erty man­ager be­ing the bot­tle­neck of all in­for­ma­tion, to a plat­form be­ing the holder of in­for­ma­tion.” – Alis­ter Maple-Brown

30“We want things yes­ter­day; we want it quickly, and we want in­for­ma­tion pushed to us.” – Fiona Mott, Rock­end

31“We’re about the restora­tion of re­la­tion­ships, and we’re about mov­ing for­ward be­cause that’s the best thing. It’s a long game. It’s not a short-term fight that we’ve got to win. It’s about a long-term re­la­tion­ship that we’ve got to pre­serve.” – Sarah Bell

32“Peo­ple of­ten for­get that it [the rent roll] is a mul­ti­plier of profit… How do we get one more dol­lar to the bot­tom line, and not just the top line?” – John Knight

33“Trans­form­ing is al­low­ing trans­parency” – Fiona Blayney

34“Here’s the data­base. Call ev­ery­body. How many prop­er­ties do they have? Who do they know? To get to the next step, this is what we’ve got to work on.” – Adri­ana Dendrionos, R+W Mar­rickville

35“A lot of busi­nesses be­lieve that cloud tech­nol­ogy is the same process, it’s just de­ployed dif­fer­ently. Whereas the re­al­ity is, it’s an en­tirely new par­a­digm of how to com­mu­ni­cate with peo­ple.” – Alis­ter Maple-Brown

36“Some­times it’s not about get­ting more tech, it’s about know­ing what you’re not us­ing that you’ve al­ready got”. – Fiona Blayney

37“The concept to con­tin­u­ally iden­tify the things that go wrong, [and to] put a pro­ce­dure in place to stop it from hap­pen­ing… Even­tu­ally, most of the prob­lems that I had in busi­ness don’t ex­ist any­more…” – Charles Tar­bey

38“We used to do a list­ing pre­sen­ta­tion. That was never re­ally, to me, about what [the land­lord’s] needs were, or what their ex­pec­ta­tions are. We have changed the whole scope of that now.” – Kel­ley Seaton, PMHQ

39“Avoid­ing con­flict is a con­scious de­ci­sion to drag it out and it can es­ca­late the po­si­tion of both par­ties.” – Sarah Bell

40“I think it [the cloud] puts another level of ac­count­abil­ity on the prop­erty man­ager to make sure the job’s done cor­rectly be­cause the client’s got ac­cess to it”. – Philip Bell, Zelle.

41“Fun­da­men­tally, ev­ery­one wants to feel they’ve got a high level of con­tri­bu­tion to what they’re do­ing. Ev­ery­body wants to ex­pe­ri­ence a high de­gree of sat­is­fac­tion and show up ev­ery day in their ideal role play­ing their best game.” – Julie Davis

42“We might have a bench­mark prof­itabil­ity per­cent­age, but if you are at ca­pac­ity that may not be sus­tain­able.” – John Knight

43If we now look at why peo­ple in­vest…65% of land­lords want to grow their wealth…44% want an in­come dur­ing re­tire­ment…33% are do­ing it be­cause they want to re­duce tax. Th­ese are points to re­it­er­ate back [to clients], es­pe­cially for the BDMs when they are out there.” – Richard Bray, realestate.com.au


44“Con­fi­dence when you de­liver the fees is so im­por­tant. You have to own it, be­cause if they get any hint of a lack of that, one, you’re go­ing to lose that trust, and, two, they’re prob­a­bly go­ing to try to ne­go­ti­ate, so you want to nail the fee part of it.” – Han­nah Gill

45“We re­viewed our trades­men [main­te­nance con­trac­tors] and then we in­ter­viewed some new ones and they have come in and been bril­liant.” – Mary Karam, R+W Mar­rickville

46“Don’t col­lapse one ‘fail­ure’ into ‘I am a fail­ure’.” – Tanja M Jones

47“84% of peo­ple still want to use prop­erty man­agers be­cause they con­sider it value for money, and they con­sider you as an em­ployee that’s look­ing af­ter one of their most valu­able as­sets.” – Richard Bray, realestate.com.au

48“In our in­dus­try, our words are our tools. We need to have the abil­ity to give clients a clear un­der­stand­ing of our jar­gon to re­solve is­sues and man­age con­flict suc­cess­fully.” – Kira Bauerle, Zelle

49“Mar­ket­ing and brand­ing; it’s not just the paper; it’s not just the web­site. It is the liv­ing, breath­ing brand.” – Fiona Blayney

50“For me, my prop­erty man­age­ment team will con­tinue to get some coach­ing on a reg­u­lar ba­sis; apart from Fiona keep­ing me ac­count­able, it’s been Rob, my­self and Kira hold­ing each other ac­count­able on the jour­ney as well.” – Philip Bell, Zelle.

To watch all the Trans­form PM videos on­line visit eliteagent.com.au/trans­form.

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