Lasting Impression
Melbourne Real Estate Property Management 1
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What Makes Us Different Philosophy Our Promise Our Team Our Space Awards Marketing MRE Online MRE Mobile Staff Survey Results Project Expertise The Leasing and Management Process 48/ Testimonials
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As far as we’re concerned, it’s about maximising your return, quality tenants and communication.
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What makes us different?
• Lower ratio of properties per Property Manager. • Highly trained and experienced Property Managers. • Professional photography and video marketing. • Online inspection booking system. • Regular feedback surveys on our service. • PM’s incentivised to continue to satisfy clients. • We specialise in new and high-end properties.
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Philosophy
24/7 Online access to your property details & performance.
Industry best marketing presentation to ensure maximum rent.
Trained & experienced staff using industry best systems and processes.
Prompt, efficient and friendly world class service.
Innovation and MRE staff are flexibility to fit into remunerated based on customer a moving market. satisfaction survey results. Our surveys are done 6 monthly and independently.
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Our Promise • Accurate appraisals and reports on your property
• Same day responses to your correspondence
• Contemporary, professional marketing of your property
• A comprehensive knowledge of relevant legislation
• Absolute minimum vacancy periods
• Detailed records of all matters pertaining to your property
• A thorough and transparent tenant selection process
• Clear and concise monthly and end-of-financial-year • An experienced team taking statements care of your property • A proactive approach • Regular, comprehensive to rent increases and routine inspections of your lease renewals property with colour photos
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Our Team
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Our team knows we only get one chance to make a ‘Lasting Impression’ and that’s why every day we ensure ‘excellence always’ in every detail of managing your property. We will leave no stone un-turned in the quest to provide you absolute world class service and results.
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Our Team
Our Team
Peter Hooymans Managing Director
Stephen Fitzsimon Business Development Manager
Michael Tynan Residential Sales
James Burne Residential Sales
Zara Singh Property Manager
Ann Rogers Office Manager
Phillip Maynes Operations Manager
Georgina Mellick Project Sales Director
Laura Scott Property Manager
Lee Perry Property Manager
Cate Gleeson Property Manager
Leigh Edwards Senior Property Manager
Bec Kinross Senior Property Manager
Charlotte Pascoe Business Development Manager
Scott Gordon Leasing Consultant
Rebecca Willis Client Concierge and Contract Support
Loretta Cavallaro Project Sales
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Our Space
In December 2012 we completed our new dedicated property management premises. We took an innovative approach and the finished result is more like a boutique retail store or trendy café. The centrepiece is a magnificent vertical living garden wall along with luxury kitchen, La Marzocco coffee machine and drinks centre. We take our PM business very seriously and our goal was to design and build the most exquisite and talked about dedicated property management office in Melbourne – we think we have achieved that goal. The two offices, with property management directly below property sales are perfectly positioned in South Yarra and now give us a total space of some 500m2 of office space with 20 car parks.
Level 1, 12 Yarra St, Sth Yarra — Project and Resales
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Ground Floor, 12 Yarra St, Sth Yarra — Property Management
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Awards REIV Award winner Small Residential Agency of the Year. The awards recognise outstanding achievement in all areas of real estate practice. MRE has won the top category REIV Marketing Award five times. 2006/2007/2008/2011/2012
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Marketing
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Professional photography to maximise impact
We have won the REIV top category residential award 5 times
Online video marketing tours
The internet rules
Daily review of every advertisement
Presentation is everything
We concentrate on marketing your property. Not our business
Descriptions that really attract
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Maximise Impact
Professional Photography
It’s the same property but using professional photography on the internet means more people are drawn to your property and attend the inspections providing you with a higher rent and a better selection of tenants.
MRE Photography
Other Agent Photography
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Video Marketing
Marketing
Video Marketing
Walk Through Tours
Video tours will give prospective tenants a true experience of your property before they have left their computer. Having a video tour available to view on the internet for your property ignites the tenants interest ensuring your property is on their “must see” list.
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Combined with professional photography, the video tour will ensure qualified and genuinely interested tenants are viewing your property which provides you with a shorter vacancy…if any.
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Internet Marketing
Tenant Booking System
We ensure a further 11 times more viewing’s than standard listings on the internet
Exposing your property to more tenants
The internet is by far the most popular medium for prospective tenants either within the area, or interstate and overseas.
These sites allow us to upload high quality photographs, videos, floor plans and detailed descriptions of your property.
It is for this very reason that we utilise realestate.com.au; the most expansive and highly used website in Australia (4.5 million visits per month) domain.com.au and rent.com.au Australia’s leading specialty rental only website.
All of our listings are classified as feature properties ensuring a further 11 times more viewing’s than standard listings on the same site on realestate.com.au
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In a competitive market place, ensuring your property is inspected by the highest number of potential tenants is essential to guarantee the maximum rent and shortest possible vacancy.
At Melbourne Real Estate, we have revolutionised the inspection process by allowing tenants to select a day and a time that suits them to view your property.
Our booking system enables a greater volume of tenants, to inspect your property at a moments notice at their convenience. Naturally, this leads to more views, deeper engagement and high quality leasing applications in the very first days the property is made available.
Our staff will meet the prospective tenant at the time they have selected to show them through your property.
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We are a progressive company, always utilising the most recent technology
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MRE Online
With MRE Online you can see a list of all your investment properties that are managed by MRE with one log in, including an investment property report on the opening page showing you a summary of the vital statistics. 24/7 Online access to: View tenancy details • See the lease start date • Open a copy of the signed lease • See the bond amount and when it was lodged
Insurance • See a list of the policies you have covering your property, including details of the insurance agency, policy number and expiry/renewal date
Inspections • See photos of your property • View copies of routine inspection reports • See when the next routine inspection is booked for • Access copies of entry and exit condition reports
Update details • Update your personal contact details, including your street and postal address, after hours phone number and email address • Update your emergency contact details • Change your preferred method of contact • Choose how you receive statements – via email or post • Contact your property manager
Rent • View the current weekly rental amount • Find out what date the rent is paid to • See when the last rent review was, plus a detailed history of rent increases.
Please ask for a demonstration
Financials • Access a complete history of monthly statements • Open copies of end of financial year statements • View depreciation schedules • View complete history of expenses and open copies of invoices • Change your bank account details to allow funds to go into a new account
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MRE Online
MRE Online
Actual screen shots
Welcome Andrew Citizen (CT11223344) Last Login: N/A Logout
Online portfolio Onli Onli On line ne p ortf or tfol oli lio io summary sum umma mary ma ry
View your outgoings
Once logged in an investment report will show a full summary of vital statistics. These are entered into the system over time by our team and represent a snapshot of the dozens of KPI’s we use to measure and manage the performance of your investment.
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Welcome Andrew Citizen (CT11223344) Last Login: N/A Logout
Welcome Andrew Citizen (CT11223344) Last Login: N/A Logout
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Access a complete history of monthly statements, change bank account details, see your insurance policy, update your details , view condition reports and photos, contact your property manager, view a complete history of income and expenses.
Welcome Andrew Citizen (CT11223344) Last Login: N/A Logout
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MRE Mobile
Everything our clients love about MRE Online is available on your iPhone.
Downloading the MRE iPhone app straight from the Apple store allows you to see instantly when rent has been paid to you, when your next inspection is due, when the lease is due to expire and when your last rent increase was done. All this with just a click of a button on your iPhone giving you complete control over your investment property. You can use MRE Online to contact your Property Manager directly when out and about, and to view, download and email statements, reports and invoices.
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Staff Survey Results
Customers are everything. And we care about your opinion of our performance. That’s why customer satisfaction surveys are conducted every 6 months, and we act on the results.
Your responses are linked to bonuses for our PM’s so they are incentivised to maximise your satisfaction. It’s a fundamental change to pay structuring and the staff and clients love it.
Actual Survey Results
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Project Expertise SXY — South Yarra
Off The Plan Hand Overs. Our experience with leasing completed developments makes us the experts in this field.
Rhapsody — St Kilda Rd
• A thorough knowledge of the project ensuring top level presentation during the letting phase. - Project renders - Floorplans - Specification & Design - Builders - Maintenance Charlie — Richmond
Ark — Richmond
• Pre-settlement defect inspections and reports (we can conduct these with or for owners at no extra cost) • Generally, we are permitted early access prior to settlement for marketing photos and tenant inspections
Clara — South Yarra
Malvern Hill — Malvern
• Window furnishings measured and manufactured ready for installation on settlement day • We manage the handover from the developer to you to maximise efficiency • MRE strength of relationship with the developer and project. (We get things done) • Your property manager will attend owners corporation/ body corporate meetings and work closely to maintain the integrity of the building.
• Recent case studies - SXY, South Yarra - Charlie, Richmond - ARK, Richmond • Bulk discounts from suppliers - Clara, South Yarra (photos/Depreciation - Rhapsody, St Kilda Rd schedule/window furnishings/ - Malvern Hill, Malvern landlords insurance) • Organisation of depreciation reports
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The leasing and management process...
Tenant Selection Successful property management starts with getting the right tenants. While the rental price is critical to your investments performance, we consider a high quality tenant to be just as important. Our high standards, experience and thorough approach help us to continually select the most suitable tenants for your property. The greatest care is taken to ensure that the perfect tenant is matched to your property. Following a guided inspection of your property, applicants complete a tenancy application form, inserting details of previous rental history, employment, 100 points of identification and referees. Unlike some of our competitors, we do not hand out keys under any circumstances, so all prospective tenants are accompanied to the property by your Property Manager. All employment, rental, business and personal references are verified and confirmed. We prepare lease agreements, assist the tenant in connecting utilities, complete a detailed condition report both written and video and submit the relevant bond forms to the Residential Tenancies Bond Authority.
The Tenancy Agreement & Bond The tenants must sign a Residential Tenancy Agreement, setting out the specific terms of the tenancy along with a copy of the essential terms and conditions to the agreement. As your agent, we will sign the Residential Tenancies Agreement on your behalf and a copy will be placed on MRE online for you to view. Your Property Manager will inspect the property and complete a comprehensive video and written Condition Report which is signed by both parties. The video Condition Report will be sent to you.
Our service to your tenants Your tenants deserve the highest standard of care and therefore we offer them the following; Upon signing a lease with us, your tenants will be given a comprehensive leasing pack. We offer the services of a utility connection company to connect all related services. This pack includes a: • Welcome Letter. • Maintenance Request Forms.
The bond is lodged with the RTBA (Residential Tenancies Bond Authority). This is a government authority that holds all bonds. No interest is paid on bonds. The maximum bond we are permitted to hold during the tenancy is the amount equivalent to one month’s rent for properties whose rent is up to and including $350 per week. Where bond is over $350 per week the amount of bond collected is negotiable (normally 5 weeks). We consult with you at the end of the tenancy once a final inspection is completed before releasing the bond to the tenant. Condition Report The Condition Report establishes the state of the property at the commencement of the tenancy. This document, complete with the video is used as a comparison at the end of the tenancy and is the basis on which the bond is refunded.
• Conditions of Tenancy. • Renting a Home – A Guide for Tenants and Landlords’ – Consumer Affairs Victoria (in accordance with the Residential Tenancies Act 1997)
Securing your income Your tenants will pay their rent using a direct debit system ensuring prompt rental payment and eradicating the issue of tenants forgetting to pay. Moreover, missing a payment will incur bank fees. Any arrears are dealt with swiftly and you are kept informed every step of the way. Ongoing service As a Landlord, your principal objective is to maximize the return on your investment. Your Property Manager will keep abreast of the rental market and will conduct regular rent reviews of your property. Part of each inspection of your property is a rental review which will provide you with a 6 monthly guide to your properties rental value. Any suggested increases are based on current market values, based on our knowledge of similar properties.
• Owners Corporation standard rules and regulations. • Tenant insurance information. • Urgent repair procedure and contact list. • General tenant information.
We provide a copy of this report to the tenants at the start of the tenancy. Tenants have three working days after the commencement of the tenancy to check and return this report. 40
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The Details
The Details
Repairs & Maintenance There will be times when general repairs and maintenance are required. Items such as tap washers and stove elements are the responsibility of the owner to replace although the tenant does have a responsibility to care for your property and not cause excessive wear and tear. We will ensure the tenants are maintaining the property and will check if any maintenance is required through tenant notiďŹ cation and routine inspections. This ensures clients’ properties are well maintained and provide the maximum return on investment, both in terms of rental revenue and capital gains. To minimise the risk, we engage only professional trades people who carry Public Liability Insurance. We are happy to use trades people of your choice, if preferred, provided they have similar insurance. You can elect to be consulted on all necessary repairs prior to any work being carried out or you can give us the authority to carry out routine maintenance / repairs within the cost limit you have authorised. Minor and major renovations can be quoted on, and supervised by us, with as much or as little involvement by you as you wish.
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Routine Inspections Routine inspections are carried out by your Property Manager three months after every new tenancy then at 6 monthly intervals and a written report complete with photos will be provided to you after each inspection and available at MRE Online. This will detail the internal and external condition and presentation of the property, the manner with which the tenants are maintaining the property, any maintenance that may be required in the foreseeable future and our recommendations regarding Lease Renewal and Rent Reviews. A comprehensive ďŹ nal inspection is carried out once the tenant vacates. The property is then restored to pre-occupancy condition and prepared for re-letting. We welcome you to be present at any routine inspection. Vacating the premises The search for new tenants will commence as soon as the tenant provides their notice to vacate - well in advance of the property becoming vacant. Last year, in 96% of cases, by the time your property is vacated, a suitable new tenant has already been found, approved by your Property Manager and waiting to move in.
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Protecting your asset
Protecting your asset
Landlord Protection Insurance (Recommended) Landlord protection insurance covers some particular risks associated with renting out a property that may not be covered by a typical home and contents or strata title insurance policy. Common features of a landlord insurance policy include protection against; • Malicious or intentional damage to the property by the tenant or their guests • Theft by the tenant or their guests • Loss of rent if the tenant defaults on their payments or the property become inhabitable • Liability including a claim against you by the tenant • Cover for your possesions within the apartment such as carpet and window furnishings. It is important to understand that not all policies are the same and you should be thorough in your choice of insurer.
Smoke Detectors In NSW and Queensland legislation is already in place that obliges owners to check the operation of smoke detectors in rental properties within 3 months of any new tenancy and every 12 months thereafter. This is yet to be the case in Victoria but Detector Inspector can remove any question of liability by arranging an annual smoke detector check. We recommend it, for the safety of your tenants and your peace of mind. Residential Tenancies Tribunal The basic role of the Victorian Civil and Administrative Tribunal is to arbitrate on disputes between tenants and landlords/agents. Our residential property management service extends to mediating between the tenants and the landlord should any dispute arise. Should it be necessary to attend a Tribunal hearing our Property Managers not only have a thorough working knowledge of the Residential Tenancies Act but extensive experience in the handling of Tribunal matters.
EBM RentCover INSURANCE BROKERS
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Financial Statements & Payments
Financial statements & payments
Monthly Statements You will receive a detailed financial statement itemising all income and expenditure, including copies of any invoices. Financial Year Statement At the completion of each financial year, you will receive an end of financial year statement outlining the total income and expenditure for the year. MRE Online All of your financial records will be accessible to you 24/7 on MRE Online.
Payments Rental income is transferred electronically into your nominated bank account on the same day it clears into our accounts. All expenses relating to your property can be paid by us directly from rent proceeds as instructed by you. These expenses include; • Repairs and Maintenance • Council Rates • Owners Corporation Fees • Water service charges • Landlord Insurance
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Hi Peter,
Hi Bec,
I purchased a Unit in the Ark building in Richmond.
Hope you are well. We understand that you will be the best contact for us to provide feedback for our property agent, Lee Perry.
I signed another Agent in August who was unable to gain entry for nearly 3 months to photograph my unit to be able to market it to prospective tenants. Settlement occurred on 28 October 2011, and after 3 months, I still had no tenant! I emailed your office on Sunday 30 October 2011 to enquire if your company could lease the Unit for me. At 8.30 am I received a very polite telephone response from Stephen Fitzsimon to answer my enquiry. After asking him many questions, which he answered with detail and sound advice, I decided to engage the services of your company. Stephen advised me by telephone at 5.30 pm that he had 2 prospective tenants and that he would vet the applications on the day after Cup day. On Wednesday 2 November 2011, Stephen called to advise of the 2 applications and to allow me to choose which tenant I thought would be most suitable. Suffice to say, by 7.00 pm tonight Stephen emailed me to report that the selected tenant had signed a lease! So impressed with his service and attention to detail, I have recommended him to a colleague of mine that has 2 apartments in the same building and he has signed with your company too.
We are impressed with the turnaround time upon getting an interested tenant. All within one afternoon on the last day of work in 2013. Checks completed and contract locked-in when others may already be tossing glasses and set work aside! Thereafter, Lee continues to demonstrate good level of service by way of meeting us in person, over Phone and email in responding to our questions in the New Year. Overall, Lee is a very pleasant person to work with professional and great interpersonal skills. We look forward to working closely with Lee.
Best regards, Katina & Aini Testimonial received by email: Saturday, 12 January 2013
It is very easy for a bad story to be passed on, but very often difficult for a good story. I have absolutely no hesitation in extolling the laudable service I received by Stephen and will thoroughly recommend him, and your company again in the future. Stephen is an asset to your business and testament to the exceptional service that your company offers. Keep up the great work! Dear Bec,
Kind regards, David Starvaggi
I would like to compliment Laura on her professionalism. I’ve had horrible experiences with OPI in the past with agents just letting themselves in; Laura had the manners to call and confirm one hour before hand and also ring me and introduce herself before buzzing up any clients.
Testimonial received by email: Thursday, 3 November 2011
Thank you, Lisa Tutt Testimonial received by email: Wednesday, 5 December 2012
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Good Afternoon Bec,
Dear Sir/Mdm,
I am writing to provide some feedback on Laura Scott, who has been assisting me with leasing an apartment in Malvern.
I am the owner of unit 2214 at 33M, Mackenzie Street and Ms Cate Gleeson is the Property Manager.
I am currently based in Brisbane, and will be coming back to Melbourne next week to start a new work contract on the 14th Jan. Everything has happened very quickly for me, and I have had to coordinate finding and leasing a suitable property from here in Brisbane while I pack etc. which has created pretty stressful, busy times for me trying to coordinate it all.
I would like to have you know that I am extremely delighted with the service Cate has delivered so far since my unit was put on the market approximately one month ago.
On top of that, I have been living in my own property for over 10 years, and am unfamiliar with the rights and obligations for tenants and landlords these days. Laura has been extremely helpful, flexible, and has provided excellent service and sound advice. She has helped to make a tricky situation much easier, and I greatly appreciate her assistance.
She has been extremely professional, friendly, timely, hardworking and even gone the extra mile throughout this entire process of having my unit tenanted to the right person and at the right price. All in all, I am truly impressed with the services Cate had accorded to me and I had the most pleasant experience I should say, in working with her. You can also be assured that I will definitely use your services for other properties of mine in the near future and will most definitely recommend your services to all my friends and associates! Have a pleasant day!
Thanks and Regards, Lisa Healy
With best regards, ZAN
Testimonial received by email: Thursday, 3 January 2013
Testimonial received by email: Wednesday, 31 October 2012
Hi Stephen Hi Peter Bec Kinross has been the agent that I have dealt with in the 12 months that I have rented 107/1 Clara St, South Yarra. I am vacating the property this week and just wanted to provide you with some feedback regarding Bec. She has always been extremely professional to deal with and has always responded to any queries or questions in a very timely manner. I really appreciate the high level of service that I received – it has been a pleasure.
I would like to take the opportunity of wishing you and your family best wishes on the arrival of the new baby I have no doubt everying will go well. Good luck and thanks again
Kind regards Talieh
Bernadette
Testimonial received by email: Tuesday, 20 November 2012
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Thank you for all your assistance in placing new tenants in my property at Prahran. I have spoken to Lee in the past and also found him to be as helpful as you were. I have to say that I was impressed with the way you have handled the tenancy management with professionalism I hope this good relationship will continue.
Testimonial received by email: Wednesday, 19 September 2012
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Hi Stephen
Hi Peter,
Steve and I would like to take this opportunity to let you know what an asset Leigh Edwards is to your Business and what excellent job he is doing managing our properties.
This is a long time coming and I have been meaning to provide this feedback for some time now and as an Account Manager myself for over 14 years, providing a service to customers, we are often forgotten about and it’s just expected that we provide exemplary service day in day out.
Leigh manages both our Melbourne properties located at 411/2 McGoun Street, RICHMOND, VIC, 3121 and 608/4 Bik Lane, FITZROY NORTH, VIC, 3068. Steve and I spoke to Leigh on numerous occasions and had the privilege to meet him the end of April this year. We advised him that we planned a trip to Melbourne and would like to inspect both properties. All we had to do was tell him where we were staying. He arranged everything, picked us up from our hotel in the city and drove us to both properties. We found him to be very friendly, knowledgeable and on the ball; nothing seemed to be too much of an effort. Leigh has excellent interpersonal and management skills and always willing to help when we ask him to do anything. He liaises very well with both Steve and myself and with our current and past tenants. I’m sure he will appreciate a pay rise Thanks again for your assistance Leigh, always appreciated. Cheers Portia & Steve Brown
Stephen has been my Property Manager since I first came to Melbourne Real Estate over four or five years ago, managing four of my properties and in this time has provided me with exceptional service. He is extremely proficient in his work, efficient and very professional. I always know that my properties are in goods with Stephen. He is extremely reliable and I know he ‘gets the job done’. He is seamless in transitioning new tenants/leases, ensuring minimal vacancy rates and continually provides proactive updates throughout the process. He knows when to recommend a rental increase, if the photo’s need refreshing for the website and simply goes about his business updating me appropriately, when and if required. In fact I can’t recall ever needing to chase Stephen for anything. I also appreciate that not only can I see that Stephen is working for me, he is also respectful of the tenant ensuring they receive professional service also. He actively organises trades people when required but ensuring minimum disruption to not only myself but also the tenant. His knowledge and passion of the industry is evident and I cannot speak more highly of Stephen. I wish him all the very best with Melbourne Real Estate.
Testimonial received by email: Monday, 2 July 2012
Regards Narelle Bruhn Testimonial received by email: Tuesday, 20 September 2011
Hi Peter, I wanted to drop you an email to let you know how fantastic Bec Kinross is to deal with. She has gone above and beyond to assist my husband and I over the past month or so. She is professional, kind and the most pleasant person we have ever dealt with in the real estate profession. Bec is a true asset to your team and the brand of your company. Regards Amelia Pollock
Regards, Harry
Testimonial received by email: Monday, 3 October 2011
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Thank you very much for your efforts. I have been very impressed by how MRE operates and am looking forward to a long and successful association.
Testimonial received by email: Friday, 20 January 2012
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Hi Peter
Hi Peter
I am writing to you with regards to Leigh Edwards (Property Manager).
My name is Rosy Thoonen and Stephen has just signed me up to move into an apartment in port Melbourne. I just wanted to let you know that I have been renting for 30 years and I must say that Stephen is without doubt the best property manager that I have ever dealt with. He is very professional and courteous and takes the extra step and I think it is important that you know as I know most people who do get good service do not comment on it, only when they receive bad.
Our landlord Mario Pisano, transferred his property to you from Biggins Scott, and since Leigh became our PM everything that needed to be actioned was done quickly and efficiently. He was always willing to help and very accommodating with the flat open viewing times. We have since moved out the property, but will happily recommend Leigh and Melbourne Real Estate to everyone. Best wishes,
It was just very refreshing to deal with somebody who has great customer service skills and is looking for the best result for the tenant and landlord.
Paula
You have a very good employee there so hang on to him cheers
Testimonial received by email: Friday, 22 July 2011
Rosy Testimonial received by email: Wednesday, 16 February 2011
Hi Peter, We have been clients of Charlotte Pascoe for 6 years during which she has managed a number of separate properties for us. During this time she has exceeded our expectations of professionalism, commitment and communication. She has always been willing to give the extra service to firstly secure quality tenants, and then, by her special character, to retain those tenants past their initial leases. Because of this, we have followed Charlotte to her new role with Melbourne Real Estate where she now manages a new apartment building of 23 apartments, a second development of townhouses along with our family home of 30 years. Again she has been totally dedicated in tenanting the whole building and then to screen and secure excellent tenants. 80% of which have extended their leases. She has also liaised with Body Corporate and the builder during the warranty period. I highly commend her to any prospective landlord that wants a professional, committed and hassle free manger of his / her portfolio.
Re: 106/32 Bray Street I wish to commend Bec Kinross and Stephen Fitzsimon for their excellent services rendered in the management aspects of 106/32 Bray Street. Bec doles out excellent service and is very client-friendly and efficient. I appreciate Bec’s attentiveness in carrying out a routine inspection of my property today. I am glad to have a proactive and dedicated property manager to care for my investment. Sincere thanks also to Stephen who has been dependable and followed through on negotiations with my tenant for the lease renewal of my apartment (at an increased rental value of 6.6%)! Just writing to let you know that I am very happy with MRE’s delivery of excellent service, continuous innovation (e.g. developing MRE Online) and attempts to forge strong customer relationships. Kind regards,
Kind regards Peter
Ginny Chua
Testimonial received by email: Wednesday, 21 November 2012
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Dear Peter,
Testimonial received by email: Friday, 15 April 2011
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Hi Peter,
Hi Stephen,
I noticed at the bottom of Bec Kinross' email a message saying to contact you if I was happy with her service. I just wanted to let you know I have been blown away by her efficiency and responsiveness and am thrilled that I am about to begin a lease with Melbourne Real Estate due to her hard work. Dealing with Bec has been an absolute pleasure and in stark contrast to agents at other companies that I have dealt with previously.
I just wanted to comment on the service I have received from Laura Scott. Out of 10 agents I have called and emailed last week and this week only three have responded and gone the extra mile and actually called me. I thought you should know that Laura was one of them.
I look forward to continuing to deal with her in the future. Kind Regards,
As I live in Sydney, my partner has taken a new job in Melbourne and is relocating. I mentioned to Laura that I was flying in on the Friday and would miss her Thursday opens and asked her if she would accommodate a Friday inspection. Within 12 hours I had a response and some more detail regarding the building.
Melissa Scott
As you can relate, our industry does not have a high rating and agents are generalised and disregarded.
Testimonial received by email: Tuesday, 20 September 2011
It was a great to surprise to receive above and beyond service. It’s not hard to respond! Please pass on my gratitude and tell her to continue with her customer service, and her hands on attitude.
Well done Leigh - Cant believe how easy that was - you are an absolute LEGEND - as always A big thank you - huge worry off my shoulders YOU ARE THE BEST Thank you Tasha Alach
Kind Regards Rebecca Hall Testimonial received by email: Wednesday, 8 February 2012
Testimonial received by email: Tuesday, 14 February 2012
To Whom It May Concern, I met Laura yesterday at the opening for 14 Elizabeth St, Malvern. She took four potential tenants through the vacant properties in the building and effectively answered all questions about the property and general real estate agency enquiries. I'm very impressed with her ability to communicate professionally and with her work ethic - she had checked out all referees on my application and contacted the owner by 9am!
Hi Leigh, Just wanted to say a BIG thank you for attending to our problem so quickly yesterday. The good news that we got home to hot water last night so the problem is fixed.
She is a great asset to your team.
Thank you for your time and effort to make this happen. We really appreciate your assistance.
Regards, Jonathan
Cheers, Maria & Glen
Testimonial received by email: Thursday, 24 January 2013
Testimonial received by email: Thursday, 2 August 2012
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Welcome to the next generation of property management. Service, systems and online technology that quite simply, are game changers.
Melbourne Real Estate Pty Ltd Level 1, 12 Yarra Street South Yarra, Melbourne, 3141 Victoria, Australia Telephone +61 3 9429 0455 Facsimile +61 3 9429 0466 info@melbournerealestate.com.au www.melbournerealestate.com.au 58