Two of the property industry’s most forward-thinking leaders, Ben White, founder of proptech platform Ailo, and Samantha McLean, co-founder of media and training company Elite Agent, have announced a new strategic collaboration.
The pair have launched a free, five-day educational course, “Investor 3.0: Meeting Rising Customer Expectations in Property Management,” designed to help agency leaders unlock new levels of growth and client satisfaction.
The program introduces the “Third Wave” of property management, a concept developed by Ben to describe the industry’s evolution toward a model built on superior investor experience and personalised service.
The course outlines how agencies can move beyond the “Second Wave’s” focus on baseline efficiency and templated communication to meet the sophisticated expectations of today’s “Third Wave” investors.
Ben, founder of Ailo and a three-time author on property management growth who formerly built Ray White’s Property Management business, explained the opportunity this shift presents.
“The most successful agencies are realising that exceptional, tailored service is the key to sustainable growth,” he stated.
“We’ve identified four distinct investor segments, and understanding their unique needs is the first step.
This course also provides a clear playbook for agencies to evolve their service, build deeper trust with clients, and turn their operational excellence into a powerful engine for growth.”
Delivering daily, practical lessons to guide property management leaders in optimising their business strategy. Participants will learn to:
- Day 1: Understand Today’s Evolved Investor: Identify and segment their client base into four key types to deliver truly tailored service.
- Day 2: Master Third-Wave Communication – Adopt strategic communication frameworks that align with the preferences of each investor segment.
- Day 3: Build a Risk-Proof Service Fortress: Use transparency in risk management to build investor confidence and demonstrate premium value.
- Day 4: Design a Growth-Aligned Team Structure: Implement flexible team models that reduce burnout and improve both staff retention and client satisfaction.
- Day 5: Connect Service to Growth: Learn how exceptional service directly fuels all five major business development channels in property management.
Samantha, whose Elite Agent platform is a trusted resource for industry professionals, highlighted the course’s focus on practical application.
“This is a pivotal moment for agency leaders to get ahead of the curve and design the future of their businesses,” said Sam.
“To truly thrive, property management agencies must move beyond outdated, templated communication and embrace personalised engagement to meet the evolving expectations of today’s investors.”
“We’ve designed this course to give leaders actionable frameworks they can implement immediately to create service experiences that not only retain clients but also generate powerful referrals.”
The course has been developed to address the key opportunities in the current market, where data shows that more than six in ten landlords would switch agencies for clearer communication and a better service experience.
Property management principals and team leaders are encouraged to enroll in the free, five-day course to build a stronger foundation for future success.
To register for “Investor 3.0: Meeting Rising Customer Expectations in Property Management,” visit: thirdwavepm.eliteagent.education
