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OPINION
All onboard! Brock Fisher on how a great onboarding experience can set you up for success
Rarely does a day go by that we don’t talk about customer service or customer experience.
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OPINION
Brock Fisher: prior experience or client experience?
Ever-present downward pressure on management fees and industry frustration with low fee offerings often leads us to lament how we perceive that owner's view our profession, and why they don’t value our services more highly.
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BEST PRACTICE
Collection, control and consent – which is more important?
While electronic payment systems have made moving rent payments around easier, the legislation surrounding it hasn't moved with the times.
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OPINION
Brock Fisher: The rental crisis – what are governments doing about supply?
Trying to find a rental property is probably as tough as I have ever seen it in 25 years.
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BEST PRACTICE
The importance of offering digital accessibility options: Brock Fisher
While many people can navigate the internet with ease, people with disabilities can struggle. Kolmeo Head of Strategy Brock Fisher examines the need for digital accessibility and how you can ensure your digital content can be used by all. In broad terms, digital accessibility is the practice of making all your digital tools, such as websites and apps, usable and…
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EPM
The opposing challenges of differentiation and automation: Brock Fisher
When your business looks the same from the outside as your competitors, you are failing to establish a unique value proposition and a point of difference. This is a problem, and often misused automation tools are to blame. Brock Fisher explains how to use proptech to stand out in the crowd.
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Elite Agent
9 things I’d do as a Property Manager during COVID-19
COVID-19: There is no point of reference for Businesses, Property Managers, Owners and Tenants to refer to, because we’ve never been through this before. This is not “Business As Usual”, and it could be quite a while before a normal operating rhythm returns. To negotiate this period, here’s 9 things I’d be focussed on. Scripts and PracticeThis is one from…
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EPM
Onshore, automate or offshore? : Brock Fisher
Most businesses could do with saving a few dollars, a good way to do that is to review your systems and find more cost-effective solutions. The proliferation of rideshare options is a simple and excellent example of how paying more for a service doesn’t mean that you have a better experience or get better value. Does paying more for the…
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EPM: Leadership
The D-Word: Brock Fisher
What strikes me when I think back to the start of my accidental property management career in 1998 is that the fundamentals of what we do are still very much the same. Sure, our trust accounting software is now a bit fancier. We market properties on the internet and take online bookings to view them. We usually do our inspections on an app rather than with pen…
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EPM
Leadership Made Simple: Brock Fisher
Regardless of their title, everyone in a team can demonstrate leadership. The more people who show it, the less it matters whose title is what. But ultimately there will be a manager who is accountable for the performance of the team, and the way that person goes about their work is a critical element of success or failure. Brock Fisher…
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EPM
The Great After-Hours Phone Debate
A CURSORY GLANCE THROUGH any of our industry social media groups shows story after story about the trials and tribulations of being responsible for the dreaded after-hours ‘emergency’ phone. In an industry renowned for staff churn and burnout, Brock Fisher asks: Why does it have to be this way? In a previous role was on call 24 hours a day,…
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EPM
Cautionary Tales in Technology
Technology is ultimately about improving the customer experience as opposed to causing angst. However, in some cases, when used improperly, it has been known to do just that. Brock Fisher explains the pitfalls of three scenarios from his previous experiences that you may wish to consider in your own technology setup. As Steve Jobs once said, “You’ve got to start…
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EPM
How Happy Are Your Clients, Really?
What is the best way to collect and measure how your clients feel about your services? Brock Fisher outlines the key elements and most common mistakes. If you are passionate about measuring the customer experience and keen to implement measuring tools, there are two books that you should read: The Ultimate Question and The Ultimate Question 2.0 by Fred Reichheld.…
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EPM
Paying A Revenue Split – Holy Grail Or Poisoned Chalice?
PAYING A PROPERTY MANAGER a percentage of income generated by the properties they manage seems to have some obvious benefits and is discussed often. But is it all plain sailing? Brock Fisher looks at the pros and cons. FROM THE BUSINESS perspective, paying a revenue split allows the wage-to-gross-income ratio of the business to be optimised and managed effectively. From…
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EPM
Lessons Learnt In a Really Big Business (Pt. II)
LAST ISSUE, BROCK FISHER discussed his findings in scaling a PM business. But if you really want to grow while staying productive and profitable, you’ll need to study these as well. SIMPLICITY – IT’S NOT THAT SIMPLE All businesses need great systems and procedures. I love a system and a process that works. But to work effectively and be fully…
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EPM
Lessons Learnt In A Really Big Business
BROCK FISHER TAKES AN HONEST LOOK back at the learning curve he experienced when he joined Rental Express after managing a much smaller rent roll. Before Rental Express, the biggest department I had worked in managed 500 properties. Now, working in a multi-layered business looking after 4,500 properties, with organic growth of 900-plus properties per year, has been quite an…
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EPM
How Far Can a Property Manager Walk?
IS THERE A CEILING on the portfolio size for an individual property manager? Could you improve your capacity by 20 per cent while still doing a great job? Brock Fisher, COO of Rental Express, takes a look at both the myths and the possibilities. ‘HOW MANY properties can a property manager manage?’ This is one question I hear a lot…
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