EPM: First Person

  • The way we do things, the technology, software and apps we embrace, artificial intelligence advancements, legislation compliance and the way we communicate and operate a real estate/property management business have rapidly changed and will continue to do so. Before we know it, there will be an Uber-like disruption, unless we stay current, connected to our clients and understand that property…

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  • A single woman doesn’t really need a 4WD, especially when she has nothing that needs carting around in the back of it; a laptop can surely fit in the front seat. After caving to the advice of Dad when I returned from my backpacking adventures, I bought that sensible Green Corolla Hatch instead of the Jeep Wrangler I so desperately…

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  • Our love of the bells, dings, whistles supplied by technology has created an addiction. As a result, we find that our brains are in the process of being rewired to cope with the demands that technology places on our everyday lives. Recent studies have shown that our physiology has evolved, leading to altered memory, sleep patterns and even our attention…

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  • The latest review platform, outside Facebook and Google, for property management departments, is a website called ‘Don’t Rent Me’. I recommend you check it out if you’re not familiar, to see whether you or your agency has been featured on what they call ‘The Wall of Shame’. Following many telephone calls and messages from property managers wanting guidance in how…

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  • Green and white stickers once adorned letterboxes across a community; they represented a Neighbourhood Watch (NHW) ‘safe house’. If your letterbox had one of these stickers you were considered a safe house for children in need on their way home from school. They were a fantastic idea back in the day when kids were walking home from school; should they…

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  • WHEN IT COMES to managing teams in property management, one of the most vital aspects is remembering to keep them safe both in the office and on the road. Heidi Walkinshaw suggests six ways to minimise the inevitable risks. As I prepare training programs and consult with teams, one topic that is regularly raised is that of the safety of…

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  • I think everyone has an inner wannabe. I’m not talking about the social wannabe, the one you’d associate with a schoolyard name-calling, but the adult wannabe that exists in us all. There are two types of adult wannabe status. One that invariably rears its head is when we’ve got the time and inclination to dabble in that profession we fancy…

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  • Across the nation we are collectively known as property managers – but we should be more aptly known as people managers or relationship managers. Properties don’t complain, get angry or fail to follow through on requests, but tenants and landlords sometimes do. Managing difficult clients is all about understanding relationships, and people’s emotions and behaviours. More often than not, an…

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  • It’s been some 27 years since I started in the workforce. I recall with much amusement a group of us girls switching out of our school uniforms, Clark Kent-style, and into our ‘Woolworths Checkout Chick’ fashionable wear in the rather private space that was the back seat of the 107 bus heading straight from school to the illustrious Top Ryde.…

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  • If I were to telephone or visit your agency today and enquire about your services, what would you say? How would you respond to questions like, ‘What do you do for your management fee?’, ‘Why should I choose you?’ or ‘What do you do differently?’ To successfully win new business it is important that you can answer these questions to set…

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  • It is widely known that real estate agents are categorised amongst the least trustworthy of professions within Australia. So how do we turn this stigma around with our clients? How do we establish a relationship of trust so that we can build loyalty amongst our client base? No one has all the answers, but since changing my approach to clients…

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  • When it comes to service, consciously or unconsciously your customers expect you to provide an excellent experience at every point of the transaction. Lauren Kirk looks at what you can do to meet their expectations while staying in control of the process. Think about the way you communicate: emails, texts, Facebook messages, WhatsApp, phone calls, Instagram, Snapchat; the list goes…

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  • Tough decisions and difficult conversations: at times like these you need to find your inner superhero and put on your big girl pants, says Fiona Blayney. I’ve never really been a fan of big girl pants. I’ve never found mine a natural fit and as such, if I’m honest, I still find them pretty uncomfortable. I don’t remember the first…

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  • REFLECTING ON YOUR own professional experience and performance over the last 12 months can help you develop the right actions and create the right type of change. But first you need to work out where your own gaps are. Vasili Hadzellis explains. ONE OF MY favourite songs of all time is ‘Man in the Mirror’ by the King, Michael Jackson.…

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