Want to know your best marketing weapon?

Beyond the latest designer website, past the shiny DL cards, afar from the perfectly designed brochures, away from the beautiful window display is one very important marketing tool that is often forgotten and overlooked - yet it is the easiest to manage, the lowest cost, and the most effective tool......

Have you guessed it yet?

It’s YOU.

You are the most powerful marketing tool you have at your disposal right now. The way you speak to people, the way you present yourself, the way you appear in the market place, can be ten times as effective as a marketing tool compared to some of the latest and innovative ideas in the industry.

It’s been very interesting for me being on the other side of the property management transaction recently as a prospective tenant looking for a rental property in my local area. I’ve been able to review how fast enquiries are responded to, the conduct of the leasing consultant at the open, the manner of the property manager processing the applications, right through to the sign up process and moving in.... There have been some very impressive dealings, and also some left a lot to be desired. I’m pleased to say I’m lucky enough I’ve ended up with one of the best.

I would imagine that many of these agencies with the less than desirable service to prospective tenants are at the same time probably trying to grow their businesses through marketing, prospecting and new business tactics, without looking at what is actually happening on the front line. From this experience I know which agencies I will be recommending to friends and family and which agencies I won’t.

We need to remember that prospective tenants may not only one day be our future clients, but they also currently know our future clients (their friends, families, colleagues, circles) and of course we want them to be speaking positively about us and our service across their networks!

This got me to thinking if we only realised that the best opportunity we have to market our service, is actually how we conduct our service and ourselves, how much easier it would be to grow our businesses?! Instead of spending thousands on marketing campaigns, what if we spent that time and money investing in improving, training and developing our own skills.

Remembering that YOU are the most important marketing tool that you have at your disposal and that the way you conduct yourself, present yourself, and treat your clients will ultimately provide endless positive marketing, referrals and business for years to come. 

Don't miss our webinar next Wednesday where we'll give you fresh ideas to help you generate buzz around your brand and put the 'marvellous' back into your marketing.

Communication for the Google Generation

It’s no surprise miscommunication is common in this day and age where more of our conversations take place over email, text or facebook message. A simple exclamation mark can indicate the writer of the message is either excited or surprised or angry. Whatever the intended tone was, the interpretation or meaning can be left open to the mood, mindset and setting of the reader and it’s no wonder the intended tonality can easily lost.

Even I myself have re-read my own texts or emails to ponder if it would have been interpreted the wrong way. I’ve certainly seen the perils of digital communication in both personal and professional situations where the meaning of what was trying to be said did not quite come across the way it was intended, or god forbid the message sent to or copied onto the wrong person – cue damage control.

Being the self-confessed systems nerd that I am, I have a few personal systems in place to help reduce the potential risk of miscommunication or conflict (which sometimes may take me a minute longer in the moment) but saves future Hermione some grief after pressing that send button.

• Remember the old school telephone – Quite often in our professional world we feel conversations need to take place in writing to be official. However it’s amazing how much more can be resolved and covered in a shorter period of time, with far less chance of miscommunication if you just pick up the phone and call the person!  Follow up the key points of the conversation in an email or the notes of your CRM software.
• Don’t play tennis – If you send an email, receive one back, and cannot close the conversation with the return email back to them then it’s time to pick up the phone. If you’re finding yourself in contact email tennis conversations you’re wasting time and maximising your chances of miscommunication
• Include contingency plans – when sending an email or a text offering a solution to a problem, or updating a client, or confirming information, be sure to take a moment longer to include the next steps or contingency plan. This will save you receiving an email back asking “so what happens next?”
• Take 1 minute more – take one minute more to re-read your communication from the other person’s perspective to see how they will interpret it – and if you would have additional questions as a result of reading it. If there are more questions raised you should endeavour to include them in your communication to avoid the backwards and forwards, help them understand first go.
• Don’t be sloppy – Abrupt emails with half finished sentences, bad grammar and spelling, abbreviations, all indicate one thing to the person on the other end, that you are far too busy to be bothered with writing back properly. Whilst this might be acceptable for your best friend who knows you and what you mean, in a professional setting this could result in you instantly losing your credibility and ultimately lead to misunderstandings and costly errors.
• Be specific – Saying you’ll come back to someone “soon” is no longer good enough. You need to give specific time responses or expectations from your communication. What you will be doing and when you will do it by.  Remember the definition of “soon” may vary greatly from person to person.

We can’t avoid digital communication completely in this google age, (and I’m here to tell you it’s probably only going to get more digital as time goes by) so these little personal systems will help you to ensure you avoid as much miscommunication as you can. Happy communicating!

How Would You Rate Your Rent Review Process?

We all know an essential part of our property management process is the rent review. At this stage we are generally finding out what the tenants plans are and if they want to stay on, then letting the landlord know the current rental value. But what if we took this simple rent review s step further and conducted a complete tenancy review with the landlord?

What if next time the rent review comes up we conduct the tenancy review as if we were sitting at a new listing presentation with them to discuss their needs by asking questions such as:

• “Paul, before we review the rental value on your property I just wanted to have a chat about you. What are your plans for the next 12-24 months?
• How have you found the tenancy so far? What do you think of the tenants?
• What is going to be most important to you in reviewing this tenancy? Increased rental value? Or tenant security?
• When would you like us to next review the rent?
• Do you have any plans to move back in or sell in the foreseeable future? As we can work on a plan towards that together.

Perhaps the landlords wants, needs and expectations have changed since you appraised their property 12 or more months ago. Things change so quickly in all of our lives, we need to remember that our landlords are people like us and things change in their lives too, therefore we need to consider their needs which are constantly changing just as our own are.

Originally your landlord wanted a family in their property, but are quickly realising that perhaps that professional group would have been better. Perhaps they were planning to stay away for 3 or more years but now plan to return home in six months time. Perhaps they are thinking of selling in a year but may not realise increasing the rent now risks the tenants vacating closer to the sale time.

This new process of reviewing not just the rent, but the tenancy itself will enable you to best recommend options to the landlords based on their needs (and not what we assume their needs are based on our process). Most importantly, just by opening up this whole new world of communication you are improving the relationship between yourself and the landlord by showing you actually care about their wants and needs. Imagine the possibilities.

If you are Real+ member, click here to visit Real+TV where you can watch our webinar: Systemise for Success - Rent Reviews.