The importance of vendor communication: Peter Gourdouros

Dom Thurbon closed PM/ONE 2026 by challenging delegates to move beyond ideas into action, focusing on three themes: honest conversations about business problems, helping teams feel genuine progress, and personal accountability. His final question asked attendees what one thing they would truly take responsibility for after the event.

Bondi lifeguard and former paramedic Quinn Darragh shared his “resilience loop” at PM/ONE 2026, built on gratitude, optimism and focus. Using examples from surgery recovery to a 24-hour swim attempt, he urged property managers to identify what they still have, act within their control, and take one small step forward after setbacks.

At PM/ONE 2026, Tim Duggan shared a five-step CLEAR framework for handling conflict: clarify what matters, listen generously, explore underlying interests, align on shared direction, and reset your story. He urged property managers to assess trust and values first, using tools like mirroring, looping, and “how” questions to navigate difficult conversations.

DiJones BDM Bradley Fraser explains how he stays connected to properties after handover, coordinating with property managers on tenancy anniversary reviews and using client conversations to prospect and support sales. Speaking at PM/ONE 2026, he shares practical habits, from diarising reviews to asking clients about industry changes, that build trust and cross-department value.

At PM/ONE 2026, DiJones’s Pamela Medeiros outlined a shift from property management to proactive investment management, where annual reviews align rental returns and maintenance plans with owners’ goals. She emphasised interpreting information, asking better questions upfront, and building team capability through financial literacy, AI skills and learning agility.

At PM/ONE 2026, Pendium Advisory’s Stuart Hobden and REAL+’s Fiona Blayney outlined practical steps to boost rent roll value, starting with reconciling management fees against software settings. They discussed compliance records, bond lodgements, and rent reviews as value indicators, plus distinguishing growth versus return modes when budgeting for property management profitability and sustainable business growth.

At PM/ONE 2026, EQ Minds founder Chelsea Pottenger gave property managers practical tools for sustaining performance under pressure. She shared a calming breath technique for transitions, a five-day morning routine challenge, and reframing limiting beliefs with “yet.” Her core message: small resets and genuine connection support both wellbeing and better work.

At PM/ONE’s Country to Coast session, Katie Tilden (Ray White) and Andrew Palmer (The Property Shop) shared how regional agencies build culture and retain talent. They highlighted defining shared values, involving teams in recruitment, respecting community connections, and embedding authenticity into marketing to attract candidates and clients alike.

At PM/ONE 2026, Buxton Geelong Group BDM Sophie Kennedy-Rush explained how disciplined lead tracking drives portfolio growth. She categorises leads as internal, external, or self-generated, uses tailored CRM checklists for each client type, and stresses clear handover processes between business development and property management, alongside explaining team structure to prospective owners.

At PM/ONE 2026, Hamish Wilson of A1 Property Managers shared his approach to scaling property management through simple, repeatable processes, team trust, and direct communication. He emphasised prompt responses, phoning to resolve issues, plain-language legislative updates, purposeful technology use, and maintaining boundaries between work and personal life for staff wellbeing.

Naaman Fraser of This Space Real Estate told PM/ONE that property managers should use technology to buy back time for personal service, not replace it. He shared strategies including lead-agent email replies, missed-call text replacements, and staff retention practices focused on hospitality, career growth, and genuine client connection.