Elite PM Issue 23 Apr May 2019 Preview

IN TOO DEEP HOW TO LEARN FROM THE BEST

MANAGE THROUGH DISASTER

TRUST IN THE TEAM THE REAL COST OF DISCOUNTING

DIAMONDZ JACK FONTANA ARE FOREVER

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020 DIAMONDZ ARE FOREVER Jack Fontana , Black Diamondz

Elite Property Manager 004 CONTRIBUTORS 006 READER PROFILE Corey Rotunno-Grant 008 THE WATER COOLER

MAY 2019

CONTENTS

On the Cover

18

Features 024 TRUST IN YOUR TEAM Kasey McDonald 026 THE SILVER LINING Charlie Holland 028 GOOD TENANTS: THE KEY TO LANDLORD SATISFACTION Kurtis Pirotta 030 IN TOO DEEP Cassandra Charlesworth 034 DON’T LET INSURANCE BECOME A DISASTER Sharon Fox-Slater 036 ‘TAYLOR-MADE’ SERVICE Cassandra Charlesworth 038 HAVING A BALL Richard Luton

20 First Person 010 SEEKING THE TRUTH Fiona Blayney 012 THE REAL COST OF DISCOUNTING Nick Brown 014 5 WAYS TO BE A BETTER LEADER Hannah Gill

Regulars 016 PROPERTY MANAGEMENT MENTOR Natalie Hastings 017 REALTY BYTES Alister Maple-Brown 018 BUSINESS DEVELOPMENT MASTERY Tara Bradbury 040 ASK THE COACH Lauren Kirk, Kate Benjamin, Heidi Walkinshaw

38

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CONTRIBUTORS

ANGELA NAUMOVSKA

HANNAH GILL Hannah Gill is the Managing Director at Independent Property Group as well as an international public speaker. In this issue she examines the different kind of leaders you may find in the industry. Hannah also looks at the non-negotiable characteristics a leader must have in order to succeed.

“Leadership is serious business and, while it comes naturally to some, mastering the different styles usually takes time, practice and conscious effort, so start with the simple things, find your groove and build from there.” (Page 14)

4 ELITE PROPERTY MANAGER • MAY 2019

In this edition Elite Agent features writer Angela Naumovska sits down with cover star Jack Fontana, Property Manager at Black Diamondz. Angela and Jack discuss the international market, investors, business development and building relationships.

“Our main marketing tool hasn’t quite broken out in Australia yet. WeChat is an all-in-one service which lets people buy, sell, promote and follow people.

It’s very similar to the social platforms we have here but it has its own unique advantages. Our clients prefer to do business via WeChat so we needed to adapt to that.” (Page 20)

NICK BROWN Nick Brown, founder of Edge Property, takes a look at the pros and cons of discounting fees. With downward pressure an issue for many offices, Nick reveals personal experiences with vendors and recounts testimonials on what can be a tricky topic.

“If you are in a market where competition is stiff and offering a financial incentive is one way of being a step ahead, then look at offering one-off incentives instead of reducing the fee for the life of the management.” (Page 12)

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READER PROFILE job. To succeed you need to put the hours in.

What is the most important part of your day?

Mornings at the gym. It gets me pumped and started for the day.

CUSTOMERS COME FIRST Corey Rotunno-Grant has been in property management for more than 13 years, spending eight of those years in Darlinghurst with BresicWhitney and four at McGrath. Originally from Sydney, he moved to the Gold Coast last year to become Senior Portfolio Partner at the Agency’s Broadbeach office.

What was your first job, and what did it teach you?

McDonald’s Bondi Junction.

I left McDonald’s as a first assistant manager and dealt with a lot of complaints from customers. I learnt that customers always come first as without customers we don’t have a business. While we need to set boundaries with our clients, they need to be treated as if they are our only client, whether that be a landlord, tenant or contractor.

What is it like in your market right now?

The Gold Coast market is quite strong presently; anything up to $650 per week is moving incredibly quickly. The higher end, like most areas, continues to be slow. However, there are still high-quality prospective tenants inspecting our properties, which are on the market in excess of $1,500 per week.

What motivated you to get into real estate?

When I was in primary school, my mum worked for one of her best friends who owned an agency in Newtown. I used to enjoy going into the office

after school and seeing the hustle and bustle.

Do you have a mentor or someone you look up to?

I try to align myself with the best people in the industry.

I have been lucky enough to work with Shannan Whitney, from BresicWhitney, who has been instrumental in my career. Today I work with one of the greatest minds in property management, Maria Carlino. We speak on a daily basis.

Where are you hoping you’ll be this time next year?

Leading our Queensland property management team as General Manager.

What goals have you set for yourself this year?

To be nominated as REIQ Property Manager of the Year. I am the type of person who doesn’t scream for recognition, however I think it would truly be an honour if the REIQ were to recognise the efforts I put into the industry.

What’s the best piece of advice you’ve ever been given?

Real estate isn’t a nine to five

6 ELITE PROPERTY MANAGER • MAY 2019

If you had to start from scratch in real estate tomorrow, what would be the first thing you did?

In hindsight, I would have started saving earlier on in my career. I would have put in place, and followed, a financial plan rather than spending my bonuses.

What advice would you give someone starting out in property management?

Don’t take things personally.

At the end of the day we are the facilitator, not the reason for the problem, so we shouldn’t take it to heart. This is something I used to do but have learnt not to.

What do you like the most about your job?

It’s challenging and every day

“Brands don’t lease houses; people do.” is different. I enjoy making our clients happy.

What’s the next new skill you’re hoping to learn?

I am looking to build a relationship with our Perth office now that we have merged as one company nationally.

What apps do you use most at the moment?

Instagram, Facebook, LinkedIn and Tinder (ha-ha).

Words to live by?

Brands don’t lease houses; people do. n

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THE WATER COOLER

D

Our daily newsletter #THEBRIEF brings you the latest real estate news, tech and marketing tips straight up everyday. In case you’ve missed anything, here are some of this month’s trending stories. Subscribe to #THEBRIEF eliteagent.com/subscribe.

SAVE THE DATE:

PPM CONFERENCE 22 AND 23 JUNE If you are looking for a property management conference to attend this year, the PPM Group conference promises to be a standout.

Debbie Palmer, Managing Director of the PPM Group, says, “This event will be the most cutting edge, futurist and forward-thinking property management conference that we have ever hosted with regard to the content that will be shared by our super star award-winning speaker line-up”.

Get ready to hear about the new technology that leading agents are embracing to save time and money, next level service initiatives, growth strategies, how to improve your day-to-day communications, processes and operations and lots more.

“Two interesting topics will be how anyone can create a million-dollar turnover from Airbnb with an easy-to-implement formula that has been tried and tested, and how a property management department can operate without a trust account software program,” says Debbie.

For more information and tickets, refer to the accompanying brochure or visit ppmgroup.com.au.

$100,000 to be won in The Real Ideas Prize realestate.com.au has launched The Real Ideas Prize, where contestants from around the country will have the chance to win a share of $100,000 and access to leading industry mentors to help bring their idea to life.

Five finalists will be invited to a one-day workshop in Melbourne where they will pitch their idea to a panel of judges, as well as having exclusive mentoring sessions throughout the day. At the end of the workshop, the ideas will be open for the wider industry to vote on what they’d like to see in the market.

Submit your idea before 5 April 2019, or for more information visit agent.realestate.com.au/ realideasprize.

8 ELITE PROPERTY MANAGER • MAY 2019

INTRODUCING A NEW WAY TO EXPERIENCE PROPERTY TREE The team at Rockend has been hard at work on what is shaping up to be a big year for its cloud-based property management software, Property Tree.

From this month they are

CONSOLE UPDATES SERVICE MODEL TO DELIVER ON EXPECTATIONS Zendesk’s Customer Experience Trends Report 2019 found that half of Australians have higher customer service expectations than a year ago.

Property management and trust accounting software provider Console decided a change was needed.

“We’d been using a typical tech industry service model, with everyone in the team expected to support all our products,” Service Team Lead Tracy McPhee said.

“But customer expectations are

announcing the launch of an improved interactive, dashboard. The dashboard is your one-stop-shop for a quick overview of essential data and insights – the unofficial homepage of Property Tree.

In listening to customers’ feedback Rockend has created a refreshed dashboard that is even more user friendly, engaging and customisable to how agencies operate no matter what devices they use.

The new dashboard is just one of the many new enhancements planned for Property Tree over the coming months all aimed to make the user experience more efficient, intuitive and above all else enjoyable.

For more information visit rockend.com/propertytree.

changing, and we wanted to be the best in the industry.”

In January Console redesigned its service model.

“Now service staff specialise in one product only, which allows them to work closely with developers and product design teams.

“That means clients are getting more than just a response from our staff. They’re getting top quality service.”

For more information visit console.com.au.

Make sure you are on the only list that matters and be ahead of the game before you reach the office

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DON’T MISS WHAT EVERYONE IS TALKING ABOUT Delivered every morning straight up (no decaf!)

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FIRST PERSON

FIONA BLAYNEY

Seeking the truth

In a world where everything seems Instagram perfect, it can be hard to admit something is bothering you in your business or workplace. Fiona Blayney examines how speaking up can harness strength in numbers and even solve problems.

F

rom the moment we are born we strive to communicate.

Babies cry to let their parents know they are hungry, tired or need a cuddle, while parents wait patiently for their first word. More often than not, patience quickly turns to impatience as they decide the most incoherent babble is actually a word, albeit one only they understand.

In jest my parents often recount how they couldn’t wait for me to start speaking. They were eager to know what was going on inside my little mind. Like most children, once I started talking I didn’t stop and my parents didn’t know where to find the off button. I haven’t stopped communicating since.

“A penny for your thoughts” was the question of the day as I was encouraged to discuss whatever I had on my mind. From an early age I communicated, widely and deeply. I became a communicator.

A communicator is someone who, from a place of love and care, speaks authentically, cuts to the truth and seeks to understand others in their conversation and discussion.

The ultimate test to identify a communicator is when you ask them ‘how are you?’ and they answer with more than an automatic ‘good thanks.’

When they ask you the same, they genuinely listen and seek the same level of response.

10 ELITE PROPERTY MANAGER • MAY 2019

The value in being a communicator extends far further than just being paid to talk. When we are brave enough to share a snippet of our world it’s incredible what we discover about others.

We quickly learn, despite how we sometimes feel, that we are all experiencing this crazy thing called life. We have similar challenges, fears, setbacks and failures. We are more alike than we realise.

Perhaps social media is to blame for our lack of reality.

Our minds are filled with the idea that everyone else’s life is picture-perfect. Maybe it’s our pride, or the discomfort and vulnerability we feel when discussing our truth.

As I move through my youthful 40s I’m in a stage of life where families are experiencing the challenges of ageing parents, adolescent children, marriage stresses and, dare I say it, clinging to our own vitality. As a communicator, I’m fortunate to find my sanity, support and practical advice in those around me.

The pressure to be perfect exists in business too. After

A COMMUNICATOR IS SOMEONE WHO, FROM A PLACE OF LOVE AND CARE, SPEAKS AUTHENTICALLY, CUTS TO THE TRUTH AND SEEKS TO UNDERSTAND OTHERS IN THEIR CONVERSATION AND DISCUSSION.

+

Fiona Blayney is the founder and director of Real+ online. For more information visit realplus.com.au.

17 years as a coach, I can confidently say every business has the same challenges with people, process, profits and all the nuisances in between.

This year has brought a downward market shift, but it’s important to remember everyone is operating in the same market and navigating the same changes.

Reductions in sales values and volumes mean we all have the same potential for drops in revenue and financial pain. As you sit in your office reviewing spreadsheets and strategies you are not alone; the office next door is doing the same thing.

When it comes to navigating business, don’t be afraid to be authentic and deepen your conversations with each other. With great questions and conversations you’ll not only feel supported but you might just find a solution to your greatest problem. n

FIRST PERSON

NICK BROWN

The real cost of discounting

How many times has a potential client asked you to lower your fees in a listing presentation? Everyone wants growth, but at what cost?

Nick Brown examines the pros and cons of discounting fees.

R

ecently I put forward a proposal to an owner who was looking at changing managing agents, only to find out they thought our fees were too high for the sociodemographics of the property’s postcode.

When I asked why they were considering changing agents, they said, “They do an OK job, but I am unsure of their financial stability as a business and want a better service.”

To summarise, we have an owner who is paying basically nothing in management fees, who is worried about the financial stability of his current agent, and doesn’t want to pay what I have proposed. The owner alluded to the fact they

FEES

didn’t want to spend more than they were paying but wanted better service than they were getting.

This got me thinking. Why is it that we, as an industry, tend to low-ball ourselves when it comes to winning business? Are we really happy to undercut ourselves when it comes to fees simply so we have another rental on the books as a statistic?

If we have to discount to win the business, does the revenue we generate still make the management worthwhile? Don’t get me wrong, I don’t think we should be charging fees over and above the services we are offering, but what is your

12 ELITE PROPERTY MANAGER • MAY 2019

IF YOU ARE IN A MARKET WHERE COMPETITION IS STIFF AND OFFERING A FINANCIAL INCENTIVE IS ONE WAY OF BEING A STEP AHEAD, THEN LOOK AT OFFERING ONE-OFF INCENTIVES INSTEAD OF REDUCING THE FEE FOR THE LIFE OF THE MANAGEMENT. business worth to you and your team?

For the licensees and business owners reading this, I implore you to revisit your practices if discounting fees is one of the ways you win business. Instead, look at ways you can promote your business and the services you offer. If you believe in what you do, then your new clients will believe it too.

The more fees are stripped from any management agreement, the more properties a property manager must look after to balance the books overall.

This puts you at risk of property manager burnout, team changes and instability in your business.

If you are in a market where competition is stiff and offering a financial incentive is one way of being a step ahead, then look at offering one-off incentives instead of reducing the fee for the life of the management.

Incentives could include waiving a letting fee for the first tenant (in most cases

+

Nick Brown is the founder of Edge Property and runs his own training and advisory service to educate agencies and their teams.

Find out more on edgeproperty.com.au.

this is the equivalent of one per cent discount on fees for almost two years) or the agency offering to pay for the first year of the smoke alarm compliance package.

Show the property owners how they can achieve upfront savings compared with a small saving of a few dollars in a discounted management fee each week. I bet the owner who has had the property vacant for a few weeks would love not to lose another week of rent in fees and charges at that point.

Another way to look at the financial incentive is offering a discount for multiple properties. This doesn’t have to be one owner with various properties; it may be that they refer you to family and friends. If you manage all the properties as part of that referral an incentive in fee is offered.

It’s always interesting to weigh up what a property is worth to your business, along with how much it costs to manage that particular property. Often the owners that want you to cut fees will be the owners that expect more attention from you as a business.

Think outside the square – believe in yourself, your team and the services you provide. n

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FIRST PERSON

HANNAH GILL

5 ways to be a better leader Leadership. We talk about, read about it and some of us may strive for it. But what does it really mean? The definition of leadership is ‘the process of leading a group of people or an organisation,’ but being in a position of leadership does not automatically make you good at it.

W

hen it comes to leaders I’ve seen the good, the bad and the downright ugly.

In every instance, the leader’s style heavily impacts the culture of the team and its success.

Harvard Business Review refers to six types of leaders:

In times of urgency or crisis, team members may just want direction and decisions made for them.

SHOWING A GENUINE INTEREST IN YOUR PEOPLE BUILDS LOYALTY AND TRUST.

THE COERCIVE LEADER This ‘do what I tell you’ style of leadership may have worked in the past but it rarely does now.

In fact, Gen Ys and millennials will not engage with or respect this type of dictatorial leadership at all.

THE DEMOCRATIC LEADER Democratic leaders share decision making. This is great for engagement and buyin, particularly in periods of change, but communication is vital. If you seek opinions and don’t then explain why you chose a different direction you risk disengagement and confusion.

THE COACHING LEADER Coaching leaders help others grow with the approach of ‘why don’t you try this.’

They are good delegators and drive a stable culture.

14 ELITE PROPERTY MANAGER • MAY 2019

THE AFFILIATIVE LEADER Affiliative leaders are fantastic to work for because they put their people first.

They are motivating and build loyalty but, on the downside,

they tend to tolerate poor performance.

THE AUTHORITATIVE LEADER Authoritative leaders are similar.

They are clear in their vision and they empower people to take smart risks. They bring people on the journey using a ‘come with me’ approach.

THE PACESETTING LEADER They are high tempo, with a ‘do what I do, right now’ approach. They are great for high performers who operate at the same pace, but not as good for anyone else who will likely feel worn out and overwhelmed.

While every leader will naturally take on a particular style, we need to master more than one approach and move

MARKETS PAGE 16

PAGE 36

PREMIERE ISSUE

SMSF INVESTORS PAGE 42

TRUTH PAGE 26

A DOT COM? PAGE 24

PLAN PAGE 18

KEYBOARD WARRIOR

THE WAY OF THE FUTURE?

BUSINESS ON TRACK

READER SURVEY:

FIND OUT MORE ON PAGE 31

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THE GIFT OF LISTENING and the power of presence

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IT TAKES TWO

Michael Clarke & Cherie Humel

with Stuart Benson

INSTAGRAM Every picture tells a story

TACTICAL LISTING WITH JOSH PHEGAN PAGE 26

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LEARN FROM THE BEST

ANTICIPATE IS THE NEW EXCEED PAGE 28

5 TRENDS THAT MAY INFLUENCE PROPERTY IN AUSTRALIA COMMUNITY ENGAGEMENT

5 ways to build your profile

IS YOUR DATABASE FIT OR FAT? THE AWESOME HUMAN MANIFESTO

THE TRUSTED ADVISOR

Stefanie Dobro

BEYOND BUSINESS DEVELOPMENT

THRIVING IN A TOUGH LEASING MARKET

HANNAH GILL

EXCLUSIVE INTERVIEW WITH RENT.COM.AU CEO MARK WOSCHNAK

A GUIDE TO THE ULTIMATE BRAINSTORM

How to get what you’re worth

THE GREAT INSPECTION ROUNDUP PAGE 62

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READY?

The resolutions you need to make this year

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THREE QUESTIONS TO IMPROVE PERFORMANCE

How to get more productive… Fast!

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INDUSTRY REPORT PERCEPTIONS OF REAL ESTATE

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What your customers really think

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PASSION FOR PEOPLE

Emmy Thies

John McGrath • Josh Pheg Michael Sheargold • Tom Pan Caroline Bolderst

PL An exclusive w Glenn McGr

CLOSE COLLABORATION Successfully linking PM and Sales

SKIMMERS, SCEPTICS AND SOAKERS Are you covering them all?

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Red Bull racing champ Matt Hall talks mindset

NO SALES AWARDS

GET READY FOR

2020

The agency that puts client satisfaction first

STRONGER THAN STEEL

CONNECTING EMPLOYEES IN THE CLOUD

Clinton Knop

Virtual reality agents

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EQUITY: TO SHARE OR NOT TO SHARE

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FEATURE INTERVIEW NAOMI SIMSON SPEAKS ON PRODUCTIVITY AND LEADERSHIP LEARN FROM THE BEST

LAURA LEVISOHN

5 STEPS TO DESIGNING THE IDEAL WEEK

Get noticed for the right reasons

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FRONT DESK TO BUSINESS OWNER

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THE SCIENCE BEHIND FIRST IMPRESSIONS

FEE NEGOTIATION

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THE FOUR PILLARS OF PERSONAL BRANDING

ANTHONY CARDINALE

EXTREME PROPERTY MANAGEMENT

HOW THE APRA CHANGES MAY BE AFFECTING YOUR LANDLORDS

OVERCOMING OWNER OBJECTIONS

READER SURVEY:

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WHY 3D REAL ESTATE LISTINGS WILL BE THE NEW NORM

What’s working?

BARRY PLANT

From Bell Ringer to Master Auctioneer

30 BUSINESS BOOSTING IDEAS FOR

2016 12 WAYS TO IMPROVE YOUR MARKETING

HAVE YOUR SAY IN OUR

DO YOU HAVE EXIT STRATEG

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MAK YOUR SM BUSIN APPE LARG

HOW TO PULL OFF THE PERFECT LISTING PRESENTATION

MAKING THE MOVE

PAYIN REVENUE SP – THE PR AND CO

SUZIE Kate HAMILTONFLANAGAN PLAYING T0 WIN

Strickland

TO CONTINUE READING THIS PUBLICATION AND OTHER BACK ISSUES VISIT ELITEAGENT.COM EXPANDING TO NEW MARKETS PAGE 16

A GAME OF DRONES PAGE 36

SELLING PROPERTY TO SMSF INVESTORS PAGE 42

PREMIERE ISSUE

• HOW ARE THE TRANSFORM SUPER SIX GOING? FOR UPDATES AND COACHING TIPS SEE PAGE 16

MOMENTS OF TRUTH PAGE 26

WHEN SHOULD YOU BECOME A DOT COM? PAGE 24

MARKETING BATTLE PLAN PAGE 18

WHY NO ONE LIKES A KEYBOARD WARRIOR

ARE DIGITAL PRE-LISTING KITS THE WAY OF THE FUTURE?

5 KPIS TO KEEP YOUR BUSINESS ON TRACK

READER SURVEY:

FIND OUT MORE ON PAGE 31

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LEARN FROM THE BEST

#10 APR/MAY 2016 AU$13.50

4 RULES FOR BUILDING A WORLD CLASS REFERRAL NETWORK

THE GIFT OF LISTENING and the power of presence

PREPARING FOR SPRING SELLING SEASON

IT TAKES TWO

Michael Clarke & Cherie Humel

with Stuart Benson

INSTAGRAM Every picture tells a story

TACTICAL LISTING WITH JOSH PHEGAN PAGE 26

FIVE TACTICS TO ACHIEVE AND MAINTAIN ZERO ARREARS

LEARN FROM THE BEST

#06 JUL/AUG 2015 AU$9.95 + POSTAGE

ANTICIPATE IS THE NEW EXCEED PAGE 28

5 TRENDS THAT MAY INFLUENCE PROPERTY IN AUSTRALIA COMMUNITY ENGAGEMENT

5 ways to build your profile

IS YOUR DATABASE FIT OR FAT? THE AWESOME HUMAN MANIFESTO

THE TRUSTED ADVISOR

Stefanie Dobro

THRIVING IN A TOUGH LEASING MARKET

BEYOND BUSINESS DEVELOPMENT

HANNAH GILL

EXCLUSIVE INTERVIEW WITH RENT.COM.AU CEO MARK WOSCHNAK

A GUIDE TO THE ULTIMATE BRAINSTORM

How to get what you’re worth

THE GREAT INSPECTION ROUNDUP PAGE 62

#03 JAN/FEB 2015 AU$9.95 + POSTAGE

2015 ARE YOU

HOW TO STAND OUT ON THE GLOBAL STAGE PAGE 20

Mark Di Giulio

LEARN FROM THE BEST #05 MAY/JUN 2015 AU$9.95 + POSTAGE

What your customers really think

TAKE YOUR EMAIL OPEN RATE THROUGH THE ROOF MAKE EACH DAY COUNT

Measuring property manager performance

31 May – 1 June, 2015 Gold Coast Convention & Exhibition Centre

LEARN FROM THE BEST

INSIDE: INDUSTRY LEADERS

Charles Tarbey Antony Catalano John McGrath Maria and Manos Findikakis

BEST NEW TALENT

Roxanne Paterson

#05 APR/MAY 2016 AU$13.50

3 TECH TRENDS THAT WILL IMPROVE YOUR BUSINESS

ACCOUNTING FOR SUCCESS

CAMERON GARRY

BEST OF BOTH WORLDS An exclusive outsourcing case study with Miles Real Estate

7 FUNDAMENTAL REALITIES OF CUSTOMER SERVICE THE ART OF PERSONAL COMMUNICATION

FRONT DESK TO BUSINESS OWNER

LESSONS LEARNT IN REALLY BIG BUSINESS

VICTORIA’S TOP GUN

LAURA LEVISOHN

5 STEPS TO DESIGNING THE IDEAL WEEK THREE QUESTIONS TO IMPROVE PERFORMANCE

How to get more productive… Fast!

SERVING A NICHE MARKET PAGE 50

IMPLEMENTING NEW TECHNOLOGY AS A TEAM

WHO’S BEHIND THAT DOOR?

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