Do You Have Raving Fans?

When was the last time you referred a business to a friend or a family member? What was it that made this business stand out from the rest? Why are you talking about them? 

Most probably it is due to a fantastic level of service, a great product or perhaps unexpected value that made you want to share this experience with your family and friends.

Now, I want you to ask yourself? When was the last referral your business received?

A successful referral network has people talking about you and referring business to you when you are not looking. The first step in building this network, is to ensure your business is likeable, referable and energetic. 

Are you providing an amazing service that people love to talk about? Do you have raving fans? If not, that’s ok. You may need to implement and improve some of your systems, procedures, and policies in order to deliver a little more, or the additional 1% of service than your clients expect.

When you have your network of raving fans, it’s time to take advantage! The simplest and easiest way is to ask the question.

o    “If you knew anyone who had an investment property would you refer to them to me?”

o    “This year I am growing my business; do you know anyone else I can help?

o    “On a scale of 1 – 10, how likely would you be to refer a friend or family member to our business?”

Whether it’s over the phone, in person or via an online survey – if you don’t ask the questions, you’ll never know the answer!

It is also important to know why people are referring so we can leverage off this in future – but even more importantly this can be a great way to identify any areas that may need improvement. There is always room for improvement in every Property Management business.

And finally, whenever you do receive a referral, don’t forget to say thank you!

Lauren Kirk

General Manager at Real+

0422 069 905 / lauren@realplus.com.au

The Pursuit of Knowledge

I won’t be the first person you have heard bang on about how your staff are your most valuable asset and I certainly won’t be the last.

I also know that as real estate agents, you will definitely understand when I say that investing in your most valuable asset is just something that has to be done to keep the asset growing and therefore, producing. 

So what exactly does that mean? In this context, I am referring to training and development.

In the wise words of Brandon Travis Ciaccio “The pursuit of knowledge is never-ending. The day you stop seeking knowledge is the day you stop growing”

Both professional and personal development is something that needs to be a priority, for yourself and for your team.  In fact, let’s take away “professional” and “personal” because really, it’s one and the same isn’t it?  More than ever before, our personal and professional lives have collided and it is now just our world; there is no definition.

The point I am making is that whether we are doing something for the benefit of ourselves, or professionally – really it’s one and the same.  And it’s going to benefit us as a whole at the end of the day.

Maybe when you think of training your team, I bet you’re thinking of having to spend an entire day away from the office, locked inside a room, listening to someone ramble on and speak at you, not telling you anything you didn’t already know.  No wonder it’s so unappealing to some!

It doesn’t need to be like that.  In fact, it’s actually not like that anymore. Training and development is now so attainable, accessible and worthwhile.

We have so many resources at our fingertips, think; webinars, online training, mentoring and coaching, networking -even something as small as signing up to one of the many industry-related social media groups, where you can share ideas, brainstorm and just connect with people in the same industry. These are all really accessible and worthwhile resources that are very time effective with maximum return.

In addition to the above things that you can be doing on a daily/weekly/monthly basis just as part of your development routine, you have amazing events such as AREC and ARPM.  Not only do these sorts of events provide a platform where you can be inspired and empowered by some of the thought leaders of our industry, you are given the opportunity to connect with people in your industry.  

These events are all about learning.  And you can learn something from just about anyone. 

The benefit to you and your business will be phenomenal.  When you have a team that is constantly growing their knowledge and developing themselves, you will have a team who are genuinely all about quality and improvement.

You need to lead from the top.  Be the change you wish to see.  When you are constantly growing and developing your knowledge, you will be a better leader and you will inspire others to be better.

Encourage people to attend training events, people often make the mistake of seeing this as an expense.  Rather,  look at the return that comes with investing in your most valuable asset.

I’ll finish with a quote by Christopher Morley - “There are three ingredients to the good life; Learning, earning and yearning”. 

Leaning will lead to earning which in turn, will create a yearning to learn more, so you can earn more! (makes sense to me!).

Happy learning!

Alison McGavin

Recruitment Team Leader Real+

alison@realplus.com.au / 0434 014 012

How compliant are your ingoing inspections?

Ingoing inspections are not always the most favoured task from any property management professional, however they are a task that will help to cover you, the property, Owner and the Tenant before and after the course of a tenancy.  

There are now also a variety of apps and technology out there to assist in helping you power through those ingoing inspections and provide the high level of detail and photos that are required. You may just need to trial some of them to figure out which one works seamlessly with your processes.

The ingoing inspection sets the foundation for the tenancy and the condition of the property. We rely on this inspection at the end of the tenancy, so it is vitally important that we get this right from the beginning.

Take a look at your procedure for your ingoing inspections and ensure that you have all bases covered and even a checklist in place to assist in making the process easier.

Some essential steps in this inspection would be:

·      Identify that the property is vacant – you cannot carry out an ingoing inspection for a new tenancy of the property unless the property has been vacated and you have a clear view of all aspects of the property. Also ensure that all cleaning and repairs are complete.

·      Ensure you have all copies required of keys, security swipes and remotes for each of the tenants and a copy for the office.

·      In any properties that may have pools, ensure they are completely compliant with state legislation, registered and correct fencing, signage and security.

·      In furnished properties, take an inventory of the furniture, the condition of each item and the room it is located in including colour, brand and number of items.

·      Check that smoke alarms and light globes are all working and that the property complies with window lock and blind cord safety.

·      Make sure all boxes on the report are complete, where required and that there are descriptions and details are recorded including, size of flaws including any marks, scratches, burn marks, dents and also fixtures such as hooks, screws and nails. Check that all appliances are in good working order and record colours, make, model and serial numbers.

·      Take as many photos as required to cover everything.

·      Explain the condition report in full at the time of issue and on a separate form have the tenant sign off, acknowledging receipt of the report with any other documents they receive. One area of non-compliance that we often find is that teams will have the tenant sign the office copy of the condition report, site unseen and then give them a copy to complete.

·      Follow up with the tenant within 7 days after issue for their returned, signed report and make comparisons to the original report completed by you. If there are any discrepancies in the reports, follow it up with the tenant and handle any identified repairs and maintenance. These should be also followed up with the Owner.

A well prepared ingoing report will protect both the Owner and the Tenant against avoidable issues at the end of the tenancy and may just save you the additional stress.

Heidi Walkinshaw

Senior Coach / Consultant Real+

0411 747 520 / heidi@realplus.com.au

How compliant are your ingoing inspections?

Ingoing inspections are not always the most favoured task from any property management professional, however they are a task that will help to cover you, the property, Owner and the Tenant before and after the course of a tenancy.  

There are now also a variety of apps and technology out there to assist in helping you power through those ingoing inspections and provide the high level of detail and photos that are required. You may just need to trial some of them to figure out which one works seamlessly with your processes.

The ingoing inspection sets the foundation for the tenancy and the condition of the property. We rely on this inspection at the end of the tenancy, so it is vitally important that we get this right from the beginning.

Take a look at your procedure for your ingoing inspections and ensure that you have all bases covered and even a checklist in place to assist in making the process easier.

Some essential steps in this inspection would be:

·      Identify that the property is vacant – you cannot carry out an ingoing inspection for a new tenancy of the property unless the property has been vacated and you have a clear view of all aspects of the property. Also ensure that all cleaning and repairs are complete.

·      Ensure you have all copies required of keys, security swipes and remotes for each of the tenants and a copy for the office.

·      In any properties that may have pools, ensure they are completely compliant with state legislation, registered and correct fencing, signage and security.

·      In furnished properties, take an inventory of the furniture, the condition of each item and the room it is located in including colour, brand and number of items.

·      Check that smoke alarms and light globes are all working and that the property complies with window lock and blind cord safety.

·      Make sure all boxes on the report are complete, where required and that there are descriptions and details are recorded including, size of flaws including any marks, scratches, burn marks, dents and also fixtures such as hooks, screws and nails. Check that all appliances are in good working order and record colours, make, model and serial numbers.

·      Take as many photos as required to cover everything.

·      Explain the condition report in full at the time of issue and on a separate form have the tenant sign off, acknowledging receipt of the report with any other documents they receive. One area of non-compliance that we often find is that teams will have the tenant sign the office copy of the condition report, site unseen and then give them a copy to complete.

·      Follow up with the tenant within 7 days after issue for their returned, signed report and make comparisons to the original report completed by you. If there are any discrepancies in the reports, follow it up with the tenant and handle any identified repairs and maintenance. These should be also followed up with the Owner.

A well prepared ingoing report will protect both the Owner and the Tenant against avoidable issues at the end of the tenancy and may just save you the additional stress.

Heidi Walkinshaw

Senior Coach / Consultant at Real+

0411 747 520 / heidi@realplus.com.au

Value the Vacate

Tenants vacating a property can bring out all manner of emotions, not just for the tenant, but also for the Owner and can very quickly turn those once lovely clients into a bit of a challenge.

Leading up to the vacate, there are a few things that you can do to ensure that you are communicating with all parties the expectations of the vacate so that we can minimise the conflict and hopefully avoid that long, well drawn out sentence of “it was cleaner than when I moved in”.

·         At the commencement of the tenancy, educate the ingoing tenant on the ground rules. Let the Tenants know how you expect the property to be looked after, stressing the conditions of the lease regarding care of the property. You may like to provide them with a checklist or even an induction video.

• Pre-vacate inspections are a perfect opportunity to sort out any potential problems that might be present at the property and give the tenant the chance to fix these before the vacate inspection.
• Invite the tenant to the vacate inspection at a time that is suitable for you. If they cannot make it at that time, then carry on the inspection without them. Make sure that you call or email the tenant after the inspection to inform them of the result.
• Communicate with the tenant throughout the process and explain the bond refund procedure. In most cases a reasonable person will understand the situation once it has been explained to them. However, there are those other cases in which you are left with a neglected property and difficult tenant, which may mean a bond claim and possible tribunal action if it all goes pear shaped.

Throughout the process, don’t forget about communication with the Owner. They may like to come along once the tenant has vacated to take a look at the property and it might be a good opportunity to discuss potential improvements. 

Also let them know before you finalise the bond to ensure that they are happy to release it and that no nasty surprises are going to crop up that your agency might have to wear the cost of.

One of the key points in the vacate process is communication, don’t be tempted to hide away from the conflict. Be confident, keep the lines of communication open and tackle it head on.

Heidi Walkinshaw

Senior Coach & Consultant

Real+

heidi@realplus.com.au / 0411 747 520

Roundup Your Routines

Routines, periodics, whatever name you would like to give them, when it comes to these tasks, we often find that this is one of those tasks that tends to take a segway into Neverland and sometimes forgotten.

Your inspections don’t need to be a nightmare task and it’s a great opportunity to check how the property is being maintained and advise the Owner of any maintenance that may be needed now or in the future to maximise the potential of their investment.

With winter on its way it’s tempting to hibernate in the warmth of our office environments and try and avoid the outside world, however it is important not to forget the crucial task of routine inspections in this period.

• ·   When it comes to routine inspection frequency, it is important to check the legislative requirements for your state. For example, in NSW you are not allowed more than four inspections in a twelve month period, which can make it interesting should you be carrying out quarterly inspections and need to go back for any reason. You may find that you hit your quota faster than you think.
• ·   Create an inspection schedule for your properties, allocate by due month, or by geographical zones and plan to send out a month ahead. Your property management software can assist in automating this process.
• ·   Don’t get locked into individual times and allow yourself flexibility by allocating a time range.
• ·   Give yourself plenty of time. Most visits will take around fifteen to thirty minutes. This will allow time for you to explore issues that are concerning the tenant and inspect the property.
• ·   Ensure that you provide the correct notice in writing to the Tenant to advise of the inspection and include information such as the use of a master key and that you may take digital images of the property at the inspection. Including an information guide of the expectations of condition and a maintenance form can also be helpful.

The most important point when it comes to your inspections is to stay safe. This industry unfortunately deals with some volatile personalities and it pays to trust your instincts. Don’t ever put yourself in a situation where you may be in harm’s way and if you feel threatened, take someone from your office with you. Your safety and sanity is paramount in this game.

Heidi Walkinshaw

Senior Coach & Consultant

Real+

heidi@realplus.com.au / 0411 747 520

Does Your Office Have an Induction Plan?

It should. I’ll tell you why.

Remember back to when it was your first day at a new company.  Some of you would have experienced a seamless induction, one where you were welcomed on-board, introduced to everyone and then settled at your desk, where your log in was set up and your new email address ready to go.  

You were shown where the bathrooms were, where the kitchen was, and where the tea and coffee were kept.  You had one-on-one training with a member of your new team from the get-go.  You were given a copy of the procedure manuals and walked through each system and process.  You left the office that day feeling really pumped and excited with a firm footing on what was expected of you.

You guys were the lucky ones.

If you were the poor person whose experience resembled anything but that, then I’m afraid you walked into an office with no Induction Plan.

You showed up on time at your new job, but the receptionist didn’t know to expect you, your manager wasn’t in yet so you just kind of sat around awkwardly waiting, feeling really out of place and in the way.  Your manager arrived and took you around the office, I’m sure you were still introduced to the team (I hope so anyway!) and shown to your desk.  

I bet though that you didn’t have a log in as yet.  Maybe you didn’t even have a computer (this sounds like a stretch I know, but trust me, it happens!), and an email address? 

Slow down cowboy!! 

You were given the procedures manual to read (if you were lucky), but for the most part you were kind of just thrown into it all, handed a piece a work to complete, had to chase someone down who could show you how to do it, and then were feeling really annoying for having to ask so many questions!  

You left the office after your first day, feeling a tad anxious for what the next day would bring.

Reflecting on the above, how do you want your newest member of the team to feel at the beginning, throughout, and at the end of the day? 

Putting the newbie aside, you want it to be as easy as possible for you to induct a new team member too right?

When putting together an Induction plan, absolutely everything must be covered.  Everything from having that persons computer and phone present, set up and ready to go, to a comprehensive job description ready for them.  

From there, have a training plan covering off everything in the job description; when it is going to be taught and who is going to teach it. You can make this plan as elaborate as you like and the more detail, the better. 

It is a lengthy and involved process creating and implementing these plans, however once they are in place and being used, bringing on a new team member will be a hassle free, organised and seamless process.  

Of course, Real+ can do all of this for you, so if you would prefer for us to spend the time devising job descriptions and creating induction plans, then please give us a call.

Alison McGavin

Recruitment Team Leader at Real+

0434 014 012 / alison@realplus.com.au