Manag­ing Di­rec­tor, Big­gin & Scott Knox

Elite Property Manager - - COVER STORY -

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.

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