ASK THE COACHES

Our three ex­pert prop­erty man­age­ment coaches an­swer your ques­tions on team lead­er­ship, BDM prospect­ing and how to pre­pare for Tri­bunal.

Elite Property Manager - - CONTENTS -

Lau­ren Kirk, Heidi Walkin­shaw, Kate Ben­jamin

Q. My team are all at dif­fer­ent stages of their ca­reers. How do I keep them mo­ti­vated and in­cen­tivised? As you look at your team, I have no doubt that it is made up of a range of per­son­al­i­ties, ages, ex­pe­ri­ence lev­els, skill sets and gen­er­a­tions. As a leader of a multi-gen­er­a­tional team, it’s im­por­tant to recog­nise that ev­ery­one in your busi­ness will be driven dif­fer­ently. Motivation and what suc­cess looks likes changes from per­son to per­son. This will prob­a­bly dif­fer greatly from your ideas as well!

So you need to move away from the cookie-cut­ter ap­proach of in­cen­tives and re­wards to en­sure op­ti­mal per­for­mance from each mem­ber of your team. To keep motivation lev­els high, you need to of­fer some­thing that con­nects to the in­di­vid­ual.

Find what re­ally drives each in­di­vid­ual, what they thrive on and what they want their ca­reer to look like. What will re­ally in­cen­tivise them to achieve th­ese goals? It’s not al­ways money. Per­haps it’s an in­vest­ment in train­ing and ed­u­ca­tion, flex­i­bil­ity or ad­di­tional hol­i­days? Maybe you need to cre­ate an environment that fos­ters men­tor­ing among the team, to take ad­van­tage of the dif­fer­ent skill sets and ex­pe­ri­ence.

Of course each year, as you get older, your team quite pos­si­bly gets ‘younger’, which means you will need to con­tinue to think of new ways that you can help mo­ti­vate and in­cen­tivise them to reach their suc­cess. - Lau­ren Kirk, Gen­eral Man­ager, Coach, Con­sul­tant and Trainer

Q. When is the best time of the day and week to prospect? Firstly, if you are se­ri­ous about rent roll growth – ev­ery day! Full-time BDMs need to be cul­ti­vat­ing new leads and work­ing their data­base ev­ery day of ev­ery week. Sec­ondly, when we are look­ing at what time of the day is best and how much time you should be spend­ing, con­sider this:

What source will you be prospect­ing? Of­ten, buyer fol­low-up and OFI prospect­ing are bet­ter done later in this week, such as on Thurs­days. This is be­cause Monday and Tues­days are gen­er­ally when the sales team are fol­low­ing up their week­end open homes, and over­load­ing po­ten­tial clients with calls can start you off on the wrong foot. Mon­days have proven a good day for data­base calls and cur­rent client prospect­ing. In most jobs, Mon­days are a busy start to the week, so kick­ing off your calls with those clients who al­ready know you is an ef­fec­tive way to make sure your con­nec­tion rate is high.

Morn­ing vs af­ter­noon prospect­ing – get­ting the job done early has huge ben­e­fits! Prospect­ing in the morn­ing gives you the added ad­van­tage of hav­ing your calls done and dusted, with­out the risk of con­flict­ing pri­or­i­ties in­ter­rupt­ing your re­sults. The af­ter­noon and evening, how­ever, quite of­ten al­low for higher call to con­nec­tion rates and are great times for sec­ond round call­backs.

To get the best re­sults, sched­ule in morn­ing ses­sions, iden­tify which sources you will be fo­cus­ing on and make sure th­ese are blocked out in your cal­en­dar. In ad­di­tion, al­low for sev­eral af­ter­noon or evening ses­sions for fol­low-up calls.

Most im­por­tantly, track what works for you based on your mar­ket, in­vestor pro­file and per­sonal en­ergy. Once you start re­li­giously track­ing your calls, con­nec­tions and ap­point­ments, you will be able to iden­tify the best times through­out the week to talk to the most peo­ple and get the best re­sults. - Kate Ben­jamin, Coach, Con­sul­tant and Trainer

Q. The thought of Tri­bunal and the process is daunt­ing. How can I be more pre­pared? One of the first things to re­mem­ber is to breathe. Tri­bunal is one of those ar­eas in prop­erty man­age­ment that can prove chal­leng­ing and of­ten is en­twined with an el­e­ment of stress.

One way of re­duc­ing that stress is your level of prepa­ra­tion. Be­ing well pre­pared will help you main­tain com­po­sure and ul­ti­mately as­sist in achiev­ing the best pos­si­ble out­come for your client.

A few key steps that you might con­sider to en­sure you are or­gan­ised and ready to tackle any chal­lenges com­ing your way in­clude:

Al­ways have land­lord’s ap­proval when mak­ing the ap­pli­ca­tion and have a dis­cus­sion around what their ideal out­come may be.

There are usu­ally ju­ris­dic­tions around the types of hear­ings that courts can hear and in some cases there may even be a mon­e­tary limit. It is wise to check that you are ap­ply­ing to the cor­rect court and spec­ify the or­ders that you are seek­ing in a factual man­ner.

Pre­pare your doc­u­men­ta­tion straight­away, where pos­si­ble in­clud­ing all ev­i­dence, a chronol­ogy of events and a sum­mary of the is­sues re­lat­ing to the case. Don’t leave it to the last minute as it can be a mad scram­ble the morn­ing of the hear­ing.

Re­fer to man­age­ment agency agree­ments and res­i­den­tial te­nancy agree­ments for the re­quired in­for­ma­tion.

En­sure that your land­lord is on standby for any in­for­ma­tion that you may need to com­mu­ni­cate on the day of the hear­ing.

If you would also like a check­list of what to pre­pare, con­tact the team at Real+.

Above all, re­main calm, be thor­ough with your in­for­ma­tion and good luck!

- Heidi Walkin­shaw, Coach, Con­sul­tant and Trainer

To have your ques­tion an­swered email ask­the­coach@eliteagent. com.au.

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