EPM: First Person

  • I think everyone has an inner wannabe. I’m not talking about the social wannabe, the one you’d associate with a schoolyard name-calling, but the adult wannabe that exists in us all. There are two types of adult wannabe status. One that invariably rears its head is when we’ve got the time and inclination to dabble in that profession we fancy…

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  • Across the nation we are collectively known as property managers – but we should be more aptly known as people managers or relationship managers. Properties don’t complain, get angry or fail to follow through on requests, but tenants and landlords sometimes do. Managing difficult clients is all about understanding relationships, and people’s emotions and behaviours. More often than not, an…

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  • It’s been some 27 years since I started in the workforce. I recall with much amusement a group of us girls switching out of our school uniforms, Clark Kent-style, and into our ‘Woolworths Checkout Chick’ fashionable wear in the rather private space that was the back seat of the 107 bus heading straight from school to the illustrious Top Ryde.…

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  • If I were to telephone or visit your agency today and enquire about your services, what would you say? How would you respond to questions like, ‘What do you do for your management fee?’, ‘Why should I choose you?’ or ‘What do you do differently?’ To successfully win new business it is important that you can answer these questions to set…

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  • It is widely known that real estate agents are categorised amongst the least trustworthy of professions within Australia. So how do we turn this stigma around with our clients? How do we establish a relationship of trust so that we can build loyalty amongst our client base? No one has all the answers, but since changing my approach to clients…

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  • When it comes to service, consciously or unconsciously your customers expect you to provide an excellent experience at every point of the transaction. Lauren Kirk looks at what you can do to meet their expectations while staying in control of the process. Think about the way you communicate: emails, texts, Facebook messages, WhatsApp, phone calls, Instagram, Snapchat; the list goes…

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  • Tough decisions and difficult conversations: at times like these you need to find your inner superhero and put on your big girl pants, says Fiona Blayney. I’ve never really been a fan of big girl pants. I’ve never found mine a natural fit and as such, if I’m honest, I still find them pretty uncomfortable. I don’t remember the first…

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  • REFLECTING ON YOUR own professional experience and performance over the last 12 months can help you develop the right actions and create the right type of change. But first you need to work out where your own gaps are. Vasili Hadzellis explains. ONE OF MY favourite songs of all time is ‘Man in the Mirror’ by the King, Michael Jackson.…

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  • With almost two decades’ experience at the coalface, I will admit that I didn’t always do things right. There have been a lot of learning curves along the way. On my very first day on the job, I was given an empty desk and a phone, and that was it. I didn’t know the first thing about managing a property, and…

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  • The number of people offering their homes on sites like Airbnb, HomeAway and VacationRentals is snowballing. There are now more than 115,000 Australian properties listed on Airbnb alone. What started out as an opportunity to rent a room for a couple of days and earn a few dollars has turned into a business for many homeowners. In fact, the money…

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  • The return on investment on technology for an agency owner is generally high; the monthly subscription cost of most apps pay for themselves by decreasing the workload and increasing the number of properties that can be managed by their staff. Isn’t that what technology is supposed to do: enhance our life by offering us greater flexibility, so we can accomplish…

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  • THREE YEARS AGO, you were employed by your agency to run a portfolio of 150 properties and had the title ‘Property Manager’ on your business card.  As times have changed, many agencies have resorted to outsourcing their administration tasks. Lauren Kropp examines the effect has this had on the traditional PM role. A few years ago, every lettings agency employed…

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  • When it comes to property management, there’s not much Randal Sharp hasn’t seen. Co-Director of thriving real estate startup Think Property & Co in Melbourne, Randal has worked across all facets of the sector, managed large teams and surveyed portfolios with assets numbered in their thousands. Yet he and business partner Martine Bannister have gone back to basics with their…

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  • It’s a very rare day when a property manager doesn’t receive at least one call about repairs and maintenance. As you call your owner for authorisation, it is handy to be familiar with the different types of deductions investment property owners can claim. All property managers are familiar with managing the careful negotiation which can sometimes be required between landlords,…

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