For Ray White Ferntree Valley, an important test of business improvement is what clients receive.
Speaking at PM/ONE 2026, managing director Pat McConnachie and general manager of property management Jacinta Jackson reflected on four years of change across their Melbourne property management business.
The pair likened property management to a pendulum: a change in one area can have unexpected consequences elsewhere. Their experience highlighted the need to listen to the team and adjust as new processes take shape.
In 2023, the focus was culture. The business worked with Leading Teams and gave staff a say in its leadership group, replacing a group selected by management with one voted for by the team.
“It was probably one of the strongest things we’ve ever done,” Pat said.
As roles and support arrangements evolved, Jacinta highlighted the importance of preserving the personal service clients expected.
The business also reviewed how it measured performance. Pat said every key performance indicator now had to be tied to something a client receives.
“Every single one of our KPIs relates to a service that they’re offering for our clients,” Jacinta said.
Proactive communication became a priority. The pair reported that more outbound calls to owners were accompanied by fewer incoming calls, alongside more rental, finance and sales enquiries.
Technology formed another part of the review. An audit by their software provider identified capabilities the business was not fully using, prompting Pat to encourage other agencies to explore what their existing systems could offer.
The team also introduced a more structured approach to responding to client concerns, with clear follow-up plans. Regular reviews of why clients left provided another opportunity to identify where service could improve.
Pat closed with his advice for managing change: anticipate its effects, explain the reasons behind it and involve the team throughout.
“One of us isn’t as smart as all of us, so we need that feedback and you’ll always miss things and get stuff wrong and that’s okay,” Pat said.
Practical takeaways
- Connect performance measures to the service clients receive.
- Make time for proactive conversations with owners.
- Give staff a voice in leadership and invite feedback as processes change.
- Respond to client concerns with a clear follow-up plan.
- Ask your software provider to review how effectively you use the platform.