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LEADERSHIP
The leadership workout
Real estate is a fast-paced, relationships-based industry, where you get to work your own hours and set the sky as the limit for growth and earning. Hard work is rewarded, competitive streaks are stroked, and tangible achievements make it an exciting, lucrative career for anyone who considers themselves a ‘people’ person. KEY CHALLENGESThe current coronavirus pandemic has created even more…
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Elite Agent
Turn today’s problems into tomorrow’s road map
Knowing your business’ strong points and weaknesses can determine your long term success. I speak with a large number of business owners and heads of property management on a regular basis, and we often end up talking about data and its importance. Now, before your eyes glaze over and you think, ‘Wow, I don’t want to be caught sitting next…
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Elite Agent
Consistent communication: Tara Bradbury
Customer service across property management has come a long way in terms of available technology, but people still want service from humans. Here are a few of my recommendations to help boost or reboot your service approach in 2020. Social media. If you build the profile they will connect – and at the times when…
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Elite Agent
Bridging the gap
Richard Branson made an excellent point when he declared employees, not clients, should come first in business. “If you take care of your employees, they will take care of the clients,” he said. The book, The Mind of the Leader, backs this up with its extensive research,involving 35,000 leaders, showing leaders are failing to meet employees’ need to find purpose,…
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LEADERSHIP
Unlocking potential
Unless your internet has been offline for the past decade, every business knows the importance of the customer experience, or CX as it’s more commonly known. Having your customer receive the experience you want them to have, and indeed the one they are expecting, requires you knowing and understanding your client’s journey. And, just as the client journey comes before…
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CUSTOMER SERVICE
Service, please!
Every client wants excellent service, but no two are the same. In order to deliver excellent service, you need to know what your client values and the outcomes they desire. You see, when you know what a client values and what they expect to happen, that’s when you have the potential to truly serve and deliver an exceptional experience. You…
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Brand Editorial
Daily grind or creative mind?
Technology may be getting more sophisticated every day, and slowly cannibalising manual tasks and administration, but data shows it’s not a future of robot overlords we face, so much as technology-assisted work. That’s good news. Tech that cuts out admin and gives us powerful insights into our customers frees us up from the daily grind. It allows us to use…
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BEST PRACTICE
Finding yourself when all seems lost
Who are you? This may sound like a strange question to ask, but it’s totally relevant and incredibly important. It’s a question that we should ask ourselves regularly, and it’s one we should not underestimate the importance of, especially given the current conditions. Sometimes, when we are feeling out of sorts, it can all be due to one simple thing.…
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Elite Agent
Who are your customers?
At what point does someone become our customer? While there is not too much travel going on right now, let’ssay you go online and book a flight with Qantas, you proceed tocheck-in and head to the lounge before boarding the plane. When do you think Qantas believes you become their customer? If the experience at…
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Elite Agent
Avoiding data disaster
When we have new clients looking at implementing a new CRM, we are often faced with the conversation about migrating data from their existing systems or spreadsheets. Data is one of the key contributors to success or failure when it comes to changing CRMs. So how do you prevent a data disaster unfolding? Last month we had a new client…
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CUSTOMER SERVICE
Five ways to boost the client experience
Building trust is an essential part of doing business – until our clients trust us, we have very little leverage or leeway in the relationship. We are more of an order-taker and less likely able to add value. Once there is trust, you can build on the relationship and start to add tangible value. This enables more sophisticated conversations around…
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Elite Agent
Staying on track
Running a real estate business requires its leaders to wear many hats. We are still people businesses, so the discussions that drive accountability remain critical. Sales divisions still rely heavily on the commission structure to drive performance, but moving forward it may not be enough on its own. As technology becomes more and more a critical part of the business…
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LEADERSHIP
Management mess or leadership success?
Over the past 12 years, I have had the privilege of working in some smooth operations, with fantastic leaders paving the way for their team to succeed. I have also had the underwhelming experience of working in departments where the ‘leader’ was a person whose idea of leadership is to incite fear and a culture that is a representation of…
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SELLING + MARKETING PROPERTY
Why we can’t see the blinding obvious
What do snap judgements, gut feelings and stereotypes have in common? They are all forms of heuristics. Heuristics is a term psychologists use to describe the mental shortcuts, which are often unconscious, used to make decisions and solve problems. We use many shortcuts to make decisions daily. Sometimes when we are faced with a difficult situation with a client, or…
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Elite Agent
New banks on the block
Neobanks, smartbanks, non-bank lenders and home loan disruptors are all terms that prove the mortgage landscape in Australia is rapidly changing. The days of traditional banks being the only option for buyers wanting to take out a home loan are gone, with an array of challengers entering the market. These home loan disruptors include neobanks such as 86 400 and…
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SELLING + MARKETING PROPERTY
If these walls could talk: How videography can tell luxury homes’ stories
For two decades, Tracey Atkins has been bringing the stories of some of the world’s most opulent and well-known homes to life. With an innate ability to capture the aura, the history and the essence of a property, Tracey and her Goldeneye Media team have created marketing films unlike any others. Breathtaking videography and still images combine with carefully crafted…
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Elite Agent
Creativity and innovation: Suzannah Toop
A few years ago, second-generation real estate professional Suzannah Toop was lucky enough to enjoy a coffee with Google Australia Head of Engineering, Alan Noble. When she asked him about the role of real estate in the future, his response struck a chord. “He just looked at me, and I’ll never forget it,” Suzannah says. “He simply said: ‘Well you…
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BEST PRACTICE
Create a healthy body and mind
With the rise of social media and the plethora of platforms used to communicate online, many people are continuously connected to a barrage of information. It’s easy to be distracted by the raft of material, with many hours eaten away by one-on-one time with your phone or tablet. This shift in how people use their time means that many are…
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LEADERSHIP
Rolling up their sleeves
In good times a leader’s job is to run the business smoothly and foster happy and productive employees and customers. What happens in uncertain times, when how we work has never been more fluid? That’s the situation the nation has been in since the arrival of COVID-19. PEOPLE FIRST At Direct Connect, a leading moving services company, people are at…
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LEADERSHIP
Leanne Pilkington: Smart, strategic, and not to be underestimated
While Leanne says she is honoured to have received the award, she is – by her own admission – a somewhat disbelieving face of the women’s real estate movement. “The only special thing about me is my willingness to work hard,” she reflects. “That’s really what has got me to where I am, bloody hard work.” It’s that tireless work…
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BEST PRACTICE
Make a broker your bestie
Organising finance is just one of the hurdles buyers need to overcome to buy a home. Often it’s the source of much pain. But it doesn’t have to be. Establishing a good relationship, built on trust and understanding, can make a real estate agent look like a superstar in the eyes of their buyers and their vendors. Recently I received…
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LEADERSHIP
The best that they can be
Too often as principals we become fixated on how people fit in with our agenda as business owners. We become less concerned with carefully listening and observing the needs of our colleagues and clients and can become focused on our own requirements. Here’s where the French concept of noblesse oblige comes in. Noblesse oblige implies that power, wealth and prestige…
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Elite Agent
Social media as a service
Too often, real estate agents make the mistake of believing that everything has an immediate, clear return on investment (ROI). “So what’s the damage on this social media content, then? What’s it going to cost me, and how many listings are Facebook and Instagram going to get me?” It’s understandable. We know that a minimum amount of calls to buyers…
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Elite Agent
Emphasis on communication
When the realities of COVID-19 hit, REA Group had to respond quickly. The company’s priority was to support its people and customers while getting behind the real estate industry to navigate through this global pandemic. We talked to CEO Owen Wilson to get his perspective on the impact of COVID-19. How have you professionally and personally needed to adapt in…
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OPINION
McGrath CEO Geoff Lucas gives some insights of working from home as he leads a team of 1,800
While the ongoing COVID-19 pandemic impacts all of us greatly, and for many working remotely is a great challenge, my co-workers at McGrath were well prepared. We had already trialled our teams working from home to ensure our tools and systems were in place, so we were fortunate to be ahead of the curve in that respect. Real estate is…
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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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Real Estate News
Jon Snead of The Agency: The value of unexpected kindness
As more and more COVID-19 social restrictions came into play, Jon Snead of The Agency Neutral Bay found himself increasingly preoccupied with ways he could help – not just as an agent but as a member of his community. Ultimately, he created ‘rescue packs’ comprising essential items for the vulnerable. Beautiful in its simplicity, it has gone viral as a…
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Real Estate News
The Eview Group – Setting up for the comeback
It’s far from business as usual but Manos and Maria Findikakis note it is business non-the-less at their offices all over Australia. This weekend their agents managed to secure a number of contracts despite the challenge of no open homes and a government rent relief package that remains up in the air. In the interim,…
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Real Estate News
Kylie Walsh of DiJONES – A stronger industry, embracing change
DiJONES’ general manager Kylie Walsh is no stranger to innovation, but in recent weeks she reflects the whole industry has been forced to innovate at speed. “As an industry, real estate has been very slow to change,” she notes. “But this event will force us to…
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Real Estate News
Daniel Lee of Plum Property – Picking up the tools to make the best of it
Daniel Lee of Plum Property – a Brisbane brand quickly gaining attention for its nifty use of video – is taking extensive precautions against COVID-19 with the aim of protecting both his 20-plus staff and his valued clientele. Open homesOf course, this playing field altered on Monday night with news open homes and auctions would no longer continue, but up…
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