Managing Director, Biggin & Scott Knox
What's the market like in your area?
The market in the city of Knox has always been consistent when it comes to property management. All properties lease quickly if they are priced correctly.
What's one thing you're doing better now than you were 12 months ago?
I would say our leasing side is better now. We focus on getting all our properties leased as quickly as we can by conducting private inspections, opens during the week and Saturdays, processing applications within three hours of receiving them and sending leases through DocuSign to ensure they are signed quickly and bonds lodged electronically. All of this makes the leasing process a lot quicker.
Looking forward to 2019, in what three areas will you aim to grow your business?
Customer service. I am always looking at ways to improve and personalise customer service for our clients. We are also currently working on new ways to increase the rent roll and we are spending more time in the community, which in turn will grow the rent roll as we are more involved and better known in the area. I also want to grow the team and think of the best way to structure the department so that we can run more efficiently.
What keeps you at the top of your game?
I love my job and I think loving what you do keeps you at the top of your game. I’m a highly motivated person and I want to keep building the rent roll as much as I can as it is my biggest asset.
If you could change one thing about the property management industry, what would it be?
The biggest issue I hear from clients about experiences they have had in the past is bad customer service, high staff turnover and lack of knowledge. I think there should be a lot more training involved before being able to manage a portfolio and the PA to PM system I have built is a result of that. It helps to train staff properly before getting them to run a portfolio, and is done over a 12-month period.