Effectively Communicating with your team

Leading a team can sometimes prove challenging and getting everyone on the same page is all about communication and how well you deliver the message to that team. Let’s take a look at some steps that you could look at to keep them all on that yellow brick road:

Align your goals: Set clear expectations for the team so that they know what they can expect from you and themselves and any deadlines that you might have in place.

Check in regularly: Try implementing a daily wrap, where the team send through a quick update of the day that was. This can help to pre-warn of any potential jack in the boxes that might jump up and avoid that element of surprise.

Encourage your team to share concerns: Don’t treat mistakes as a bad thing, they can provide a great opportunity to learn. Encourage your team to share any mistakes or concerns that they may have. It can help with building their morale and allow the whole team to learn. 

Be available, but set boundaries: It’s a great idea to be available to your team and approachable should they have any concerns, however it is also good to set clear boundaries as to that availability. Try quick 2 minute standing or even walking meetings so that you can still keep to your own deadlines and achieve goals.

Questions are key: It’s easy enough to tell someone how to do something, however if they are always relying on you for direction, they will never be challenged to think for themselves. Ask questions like, “How do you think you would handle this situation” or, “What do you think the client ultimately wants?” Allowing your people to think for themselves will ultimately empower them to make decisions and reduce micro-management.

While there can be challenges out there when it comes to team management, keeping the lines of communication open and a level of transparency can make the working environment a more productive and harmonious place to be. 

Quick Computer Hacks for Property Management Productivity

I love finding better, faster and smarter ways to do things, and recently I’ve realised that some of the better, faster and smarter ways are not something everyone is privy to.

So today I want to share with you some of the nerdy little hacks that I believe can save seconds, minutes, who knows, maybe even hours when you’re working on your computer.... And if nothing else, help you to be a bit more productive which means you can get more done, in less time, and be less stressed!

Interested? Here are my favourite 12 at the moment. You may know some, all, or none, but always a good refresher to figure out how we can save time on the devices we spend so many hours on each day.  Comment with any of your favourite hacks!

1.  Quick Parts

Are you frequently typing the same email over and over again? Or going into templates to copy and paste into your emails? For things like confirmations, reminders, explanations of those repetitive PM questions? In your outlook there is a feature called “Quick Parts” which allows you to quickly dump your frequently used and favourite content into your emails – you can save as many as you like and categorise them too. For a handy guide on how to set it up and use it, click here

2. Keyboard Shortcuts

A few quick keyboard shortcuts that will speed up seconds when working on your computer (they all add up):

• Alt – M – minimise all windows to show desktop
• Alt – TAB – flick between open programs/windows
• CTRL – X – cut
• CTRL C – copy
• CTRL V – paste

3. Delay Send

This handy one works on outlook and gmail now has a feature for this too – allowing you to shoot of an email now but select when you would like it to be delivered, great for reminders to tenants ahead of routines, after moving in to return condition reports etc.  The above download will also explain how to delay send emails. 

4. Turn off email alerts

Constant distractions popping up in the corner of your screen will not make for a productive property manager. To disable Desktop Alert in Outlook, simply go to: Options – Mail – disable “Display a Desktop Alert” option. Turn them off on your phone too otherwise the buzzing in the background will keep you just as distracted. (Turn off all your alerts on your phone actually you’ll be amazed at how much more pleasant it is).

5. Work Offline

As above, distractions will derail your productivity. If you’re trying to work on a specific task, or just want to clear out the email clutter without getting new messages in that distract you – select to work offline from your main menu. Some super productive PM’s will selectively use this throughout the day.

6. Shared Calendars

Sharing calendars with your fellow staff members will save time asking who is where and what each other has got going on. It might seem a bit big brother but it can save a lot of time and help others in the office know when not to disturb you, or when you’ll be back in the office. 

7. Format Painter

If you’re ever trying to get some text to match up to how another area of text looks in outlook or word... there is a cheat mode to do so, click on the text you want to duplicate, then click on the format painter icon (top left on the main menu on most versions), and then click on the word or highlight the area you want to past the formatting to. Saving time fiddling with fonts, sizes etc. 

8. Follow up

Sending an email but think, I really need to follow this up if I don’t hear back, but how will I remember? From your draft message you can set a follow up(either a flag to go into your outlook to-do list) or an actual pop up reminder. You’ll thank yourself for reminding yourself.

9. Email rules

Most mail clients can help with this. And they are not too complicated to set up - Even simply by right-clicking an email. Helps if you're organizing emails into folders on a regular basis.

10. Group messages by.......

If you receive a high volume of email, tracking down relevant messages can be a chore. Outlook can group emails into conversations, so that a single click shows all related messages together. You can set this on a global or per-mailbox basis by going to the View tab and ticking “Show as Conversations”. Click the “Arrange By:” bar at the top of the message list and select “View Settings...” from the dropdown menu to configure additional grouping options.

11. Unsubscribe

If you’re wasting time sifting through email newsletters you’re no longer interested in, instead of deleting them each time, click on the unsubscribe button at the bottom of the email. Save yourself some seconds and frustration. 

12. Apps

I’m the one in the office that says “oh there’s an app for that” and quite usually there is! So as far as computer apps go here’s a few of my picks

• Momentum Extension – when using Google Crome, you can add on this app, which means that everytime a new browser tab is opened, the time and your main goal for the day is displayed loud and proud, reminding you to get back to the task at hand and avoid procrastination.
• StayFocused – The app StayFocusd increases your productivity by limiting the amount of time that you can spend on time-wasting websites such as social media, set your limit to 30 mins each day and you’ll quickly see how much time you really spend online.
• Forgotten Attachment Detector - Whenever you send an email contains terms such as attachment, attached, enclosed, and more but does not actually have a file attached, it will alert you before you send your email. A saviour for me.

Comment below with your hacks. Happy Productivity!

Hermione Gardiner 

Real+

Here Comes Christmas!

It’s November, so it must mean that Christmas is right on top of us and panic may start to set in. Rather than thinking of this time as a wind down, try looking at it as a chance to get on top, tidy up and ensure that you get hit the ground running in 2016.

This time of year can provide many challenges on our paths to success as Property Managers. As the silly season kicks into full swing, let’s look at some steps that can help you keep cool, calm and in control in this busy season.

·         Stick to your schedule as much as you can and while the temptation may be there to relax a little, now is the time more than ever that you should stick to your ideal week. This will help to streamline your workload and keep in control amongst the chaos.

·         Don’t forget to keep on top of those rent arrears as the excuses start to flow in as to why rent hasn’t been paid. Stick to your arrears procedure to see you through. Don’t forget to keep your Landlord up to date, remembering that this can also be a stressful time of year for some.

·         Keep on top of those repairs and maintenance. Your schedule should allow time each day to follow up on your repairs and maintenance. Ensure that each repair is attended to and your tradespeople are on top of their work.

·         Leasing should be a priority. You can potentially have some very nervous Landlords on your hands if their properties are vacant over the Christmas period. Make sure you are responding promptly to enquiry and leasing those properties fast. Another tip, when you are signing those new leases, try to avoid them ending over the Christmas period, you might like to sign up 13 or 14 month leases so that you don’t have those vacancies over Christmas for the next year.

• Communication is key, especially as most agencies will close down over this break. It is important to communicate your trading hours and payment runs to Landlords and Tenants. This may mean a global comment on your November end of month statement or an email or letter to both Landlords and Tenants, and updates on your phone messaging systems. It is also a great idea to have a team member “on call” for this period to deal with any nasties that may arise.

Stay calm and in control and most of all don’t forget to breathe and enjoy the festive season!

Heidi Walkinshaw

Real+

Why is workplace training essential?

Workplace training and development programs provide businesses with an excellent opportunity to expand the skill sets of all employees and increase the competitive edge of your business. The increasingly busy nature of real estate means that training is often noted down on the to-do list but never actioned. Taking the time to implement a learning and development program for your business can have an array of long-term benefits that make the monetary and time costs worthwhile.

Competitive edge

Implementing a structured learning and development program ensures your employees have a consistent level of training to perform their roles. Providing all staff with the same training experience will align their expectations and the procedures within the company. Consistent customer service can elevate your business and reputation. Ensuring all employees offer a consistent service to your clients can significantly increase your overall business performance.

Raises morale and employee satisfaction

Employees are the foundation of any business and without them, your business would simply cease to exist. Creating a positive workplace culture based on education and personal development will help foster a productive business environment. Employees who are engaged and feel appreciated within their workplace will not only feel greater satisfaction towards their role but are likely to invest time and energy into the business. Investing in training has been proven to increase employee engagement, increase job satisfaction and thus results in increased employee retention rates.

Upskilling

Ongoing learning and development will ensure your team is ahead of the curve and in the top percentage of industry performers. As you will know too well, unexpected situations occur almost daily; a team member is sick for a week or another team member is off on annual leave. Cross-training all employees is not only a great team building tool, but it also provides your team with the skills and abilities to handle unforeseen circumstances.

Investigate ways you can implement a learning and development program into your business. It might be as simple as looking into which of your providers or partners offer training and partaking in that. Many suppliers offer free training or have free online resources which are a great place to start. The benefits of such a program will have far reaching long term benefits to both the employees and the business.

Leesa Sinn | Education Services Manager, Rockend.

Is your compliance up to code?

For Property Management teams, the landscape on compliance in no longer limited to the all important paperwork like agency and tenancy agreements, condition reports and the myriad of other rules and regulations legislated and governed in each state.

There is also the added responsibility in recent times of factors to consider such as compliance of swimming pools, smoke alarms and blind cords. With these added requirements, have you adjusted your policies and procedures to include all the necessary checks and balances to ensure that your Owners and more importantly, your office are covered and compliant?

 If any of your properties have swimming pools, it is important to remember that they may need to be registered with council and must have the correct fencing and signage to protect any visitors to the property. There are some great pool companies out there who can ensure that your pools are compliant, provide the relevant paperwork and even educate the Tenants on the importance of correct storage of hazardous pool chemicals. It is also a good idea that on your checklists for each new tenancy you include a check box to double check that the pool compliance is up to date.

Smoke alarm compliance is one that has been with us for some time now and like some procedures, it can be tempting to become complacent in our handling of the task at hand. It is a good idea to employ a qualified company to check those alarms each year and ensure that they are up to code. Most trust accounting software will also feature a section for you to include the date tested and a reminder for when the next testing is due. Third party companies will usually send you this information too. It also makes sense to save the certificate to the file each year so that you have it at hand if needed.

Blind cord legislation came into effect in 2010, requiring the cords of blinds and curtains to be secure and out of reach of children and must also carry warning labels. If you are having new blinds and curtains installed, ensure that the company you use is compliant and follows the requirements.

While it can seem a daunting task to keep on top of the changes, and there are more to come, keep in mind you are not on your own. There are some fantastic companies out there who can assist with ensuring that your properties are meeting the requirements and covering your office and Owners for any potential liability.  

Heidi Walkinshaw

Real+

Are you really listening?

In the fast paced world that we are living in, great communication can sometimes be left on the sidelines as we are screaming through the day to day that is life, often a victim of the modern world. The downside of this is that it can rear its ugly head in the form of frustration and complaints when the needs of the individual have not been met. Something to ask yourself, when you listen to a client’s needs, are you actually listening?

Have you thought about what type of listener you are on a daily basis?

Non-Listener

•          Preoccupied with own thoughts

•          Not paying attention

Passive Listener

•          Hear words but don’t absorb meaning

•          Provide vague answers

•          Only takes meaning from areas of interest

•          Differing views mean they cease to listen and simply provide their own ideas

Active Listener

•          Best listeners

•          Listens with patience and open mind

•          Completely focused on speaker

Active listening is a skill that is invaluable and can really help you with some of life’s little challenges when you have actually understood what the client wants.

Some steps that you could implement in active listening:

•          Commit to attention

•          Remove Distractions

•          Clear your mind of preconceived ideas & emotions

•          Give your time and focus on the client

•          Listen for  the message not  just  the words

•          Wait for the message to finish before formulating a response

•          Allow the speaker to communicate without interruption

•          Wait for the speaker to conclude before jumping in or responding

•          Acknowledge to the speaker that you're paying attention

•          Confirm your interpretation of what was said

•          Allow the speaker to clarify

•          Ask questions  to identify further information

•          Repeat until you are satisfied  the message was amply conveyed and has been received

As a species we are highly social and the most valuable thing that you can give someone is your time. 

The next time you are in a conversation with someone, really listen and you may be surprised with what you find. 

Want to know the top 5 customer service skills we all need to work on?

As I consult and coach business’ around the country I spend a good deal of time reviewing what some of the gaps are to achieving satisfied customers, reducing conflict and complaints, saving time and ultimately growth of the business.

During this process very often I review conversations in the office between staff, how the phones are answered, how issues are resolved and effectiveness negotiations undertaken.

One of the main gaps we find are some basic customer service essentials that if worked on, can lead to minimised conflict, better relationships and less time spent on resolving issues, and less stress for us all.

It is important to constantly be developing our own customer services skills as well as developing a greater awareness of how we are perceived, and the effect that may have on our customers and the service they receive, and the relationships we are trying to build. My top 5 skills for us all to work on:

#1 Empathy

This might be the single most important skill to develop however can be one of the hardest in property management as we become jaded with frustrating clients, situations and get tired over time.

However the best property managers still practice empathy after all those years, and when I say practice, I mean it. Empathy in property management is not something that will always come naturally, we may have to flick the switch and remind ourselves that each person, situation and problem is unique, and relative to those involved.

How can you be more empathetic? Pick up every phone call with a fresh head, open every new email with a fresh approach – take a moment to think about what it might be like to be in the other person’s shoes before responding with the automatic assumption that you know their side of the story – “Be Kind to everyone, you never know what battle they may be fighting.”

#2 Patience

Another essential skill that requires work to be good at is patience, something we constantly need to practice in this crazy property management world. Practicing patience allows us to be present and allows the space for the other person to talk.

Patience allows us to not just listen but really hear what the person may be saying, or the message that is lying underneath - sometimes the problem is not the problem.  Too often we are rushed to simply solve the problem without really listening to what is going on – our reactions can be negatively effect the conversation and relationship.

How can you be more patient?  Well the obvious one is to take some deep breaths. But some other tactics include practicing acceptance of what we cannot control, and that not everyone deals with things the same way we do. “Patience is not the ability to wait, but how you act while you’re waiting."

#3 Knowledge

Ultimately your customers rely on you for their knowledge of your service and the legislation – our value lies in being the expert. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer.  But don’t be afraid to say “I don’t know” either. Clients will appreciate the honesty and your efforts to find the right answer – provided you get back to them when you say you will.

The industry and life in general is becoming more complex though technology, client expectations and needs, life situations, personalities – all having an effect on the outcome of different situations. And it is constantly evolving, therefore ongoing training and learning is essential. If you think you know it all, then you’re already on a path to failure.

Being up to date with legislative knowledge helps but will not be enough to keep our business’ pushing into the future. Look for training and education on customer service, communication, emotional intelligence, time management, technology and more.  “Everyone you will ever meet knows at least one thing you don’t."

#4  Ownership

This skill comprises of a few components including confidence, a strong work ethic, and a having thick skin. One of the most common frustrations of a client is where the business or person will not seem to take ownership of the issue, grasp it, resolve it, apologise, and doing whatever it takes to keep the customer relationship going.

“The customer is always right...” right? The ability to swallow ones pride and accept blame, responsibility or accountability is crucial. Defensiveness and emotions must be removed and the primary focus must be the customers happiness must be kept in mind.

For us this means that the we must have the confidence and authority to take the issue by the reins and ensure an amicable outcome is delivered. “Sometimes our most frustrated clients, can turn into our biggest raving fans if we can take ownership of the situation.”

#5 Communication

Well this is the obvious one, but still one that we all do still do need to work on. You need to know what the customer wants to be able to meet their needs, which means having strong communication and questioning skills to be able to determine this. Selecting the right enunciation, tone, volume and language can make the difference between making the client feel comfortable and important, rather than like a hindrance and disruption (a common one we see as a gap from the receptionist in the office).

Communication works two ways and listening is an essential communication skill to boost the customer service. Practicing good listing includes removing distractions, committing your attention, confirming what was said, removing judgment and preconception.

For us to improve here we need an awareness of how we talk on the phone, write our emails, and speak to each other.  Before we pick up the phone, actively chose your mood, tone, and language. When you write an email, select the appropriate grammar and read all emails before sending to review how your message may be received from the other party. 

“We have two ears and one mouth so that we can listen twice as much as we speak”

 Hermione Gardiner

Real+