ADMINISTRATION TEAM OF THE YEAR To recognise the value of teamwork, a commitment to the development of all team members, willingness to adapt and include all corporate resources into business and demonstrates a culture of respect and trust.
RAY WHITE COMMERCIAL Northern Corridor Group
TIME MANAGEMENT & PRESENTATION
Describe the team’s ability to prioritise and block time effectively. Provide examples of how the team meets deadlines and commitments. Include some examples of your marketing material prepared by the team: The Northern Corridor Group Administration Team (NCGAT) have embraced the concept of internal accountability that we summarise among ourselves as “Ownership”. This mantra is reflected in the balance of teamwork and personal accountability that we as a team have achieved across the spectrum of our daily tasks. One example of this is the weekly production of our 8 page In The Know market report, that provides suburb specific, real time relevant market commentary to our owners across fourteen individual precincts across three offices on a quarterly rotation.
This coordinated and time managed process allows us to deliver 14,000 premium quality, suburb specific reports to our owners in a year. Our awareness of the need for multiple interactions to build trust with our clients is reflected in our marketing statement of “Be their agent before they need an agent”. We take this same approach to the delivery of our vendor reports, lease expiry alerts, birthdays and anniversaries. Outside of marketing specific activities, our time management skills are evident in our: • Daily reviews of workload sheets • Real time support task tracking across three offices • Utilisation of MD shortcuts, templates and action plans • Utilisation of Google Hangouts for administrative problem solving and collaboration • Centralised HR and recruitment framework
FOR LEASE [SEE PAGE 3] 2/10 Aerodrome Road, Maroochydore
MICHAEL SHADFORTH 0488 981 076 C O M M E R C I A L P R I N C I PA L
ONE TEAM - THREE LOCATIONS
EMILY PENDLETON 0402 435 446
SALES & LEASING EXECUTIVE
BRENDALE
SUNSHINE COAST RETAIL
JORDAN HAYES 0417 999 331
SALES & LEASING EXECUTIVE
JULIE RYAN 0447 445 453
MAJOR ASSET SALES
2 ND QUARTER 2019
FOR SALE - AGENT EMILY PENDLETON 9/188 Alexandra Parade, Alexandra Headlands
MICHAEL SHADFORTH 0488 981 076 C O M M E R C I A L P R I N C I PA L
ONE TEAM - THREE LOCATIONS
EMILY PENDLETON 0402 435 446
SALES & LEASING EXECUTIVE
JORDAN HAYES 0417 999 331
SALES & LEASING EXECUTIVE
JULIE RYAN 0447 445 453
MAJOR ASSET SALES
2 ND QUARTER 2019
CENTRAL MORETON BAY
SOUTHERN SUNSHINE COAST
FOR SALE 25 Magnesium Street, Narangba [See Page 3]
FOR SALE (SEE PAGE 3) 350 SOUTH PINE ROAD, BRENDALE
JUMA MARSTELLA 0450 360 321
SALES & LEASING EXECUTIVE
ONE TEAM - THREE LOCATIONS
BROCKE HAMBRECHT 0466 599 724 SALES & LEASING EXECUTIVE
T R E VO R N E L S O N - J O N E S 0407 736 521 SALES & LEASING EXECUTIVE
GUY UPCHURCH 0410 614 240
DIRECTOR OF ASSET MANAGEMENT
2 ND QUARTER 2019
CHRIS MASSIE 0412 490 840
C O M M E R C I A L P R I N C I PA L
AARON CANAVAN 0447 744 948
SALES & LEASING EXECUTIVE
ONE TEAM - THREE LOCATIONS
BLAKE PRIMROSE 0423 555 043
COMMERCIAL LEASING ASSOCIATE
ASHLEY REES 0411 707 410
SALES & LEASING EXECUTIVE
2 ND QUARTER 2019
NORTH BRISBANE
CENTRAL SUNSHINE COAST
FOR SALE [STELLA] Geo Hawkins Crescent, Bells Creek
MICHAEL SHADFORTH 0488 981 076 C O M M E R C I A L P R I N C I PA L
ONE TEAM - THREE LOCATIONS
EMILY PENDLETON 0402 435 446
SALES & LEASING EXECUTIVE
JORDAN HAYES 0417 999 331
SALES & LEASING EXECUTIVE
JULIE RYAN 0447 445 453
MAJOR ASSET SALES
2 ND QUARTER 2019
FOR SALE 1/526 Maroochydore Road, Kunda Park
MICHAEL SHADFORTH 0488 981 076 C O M M E R C I A L P R I N C I PA L
ONE TEAM - THREE LOCATIONS
EMILY PENDLETON 0402 435 446
SALES & LEASING EXECUTIVE
JORDAN HAYES 0417 999 331
SALES & LEASING EXECUTIVE
JULIE RYAN 0447 445 453
MAJOR ASSET SALES
2 ND QUARTER 2019
FOR SALE $350,000 16-20 Blackwood Street, Mitchelton
PETER LAURENT 0429 391 675
SALES & LEASING EXECUTIVE
ONE TEAM - THREE LOCATIONS
JUMA MARSTELLA 0450 360 321
SALES & LEASING EXECUTIVE
TREVOR NELSON-JONES 0407 736 521
SALES & LEASING EXECUTIVE
MONDAY • Sarah, PA to Aaron (Agent of that week) acknowledges “ownership” of the week’s edition • Leasing Associate Blake provides Sarah with on-market statistics • Sarah compiles listed and leased data • Marketing Manager Louise confirms featured property with the agents TUESDAY
The “Ownership” is evident in each member of the NCGAT knowing exactly what is required of them, when it is required by and (most importantly) how their effort benefits the company and our clients.
SUNSHINE COAST OFFICE
WEEKLY WORK FLOW OF THE IN THE KNOW PRODUCTION PROCESS
BROCKE HAMBRECHT 0466 599 724
SALES & LEASING EXECUTIVE
2 ND QUARTER 2019
• Sarah provides compiled information to Louise and Senior Analyst Ashley. • Ashley provides suburb specific market commentary based on compiled information in the context of macro market conditions to Louise. • Louise designs the first proof and supplied a copy within 3 hours. • Sarah reviews and Louise makes any amendments needed WEDNESDAY • Aaron reviews the final draft (circulated to all in office but Aaron has “ownership” of final proof) • Louise collates ownership data from My Desktop, cleans and send to print with a covering letter • Louise makes a interactive edition as well as supplying a low and high resolution version to the whole team • The In The Know is delivered to 300 commercial property owners on average per week
OFFICE ORGANISATION & SYSTEMS
Explain in detail the office complaints procedure, provide an outline of the office systems and procedures in your office ie for the submission, listing and settlement stages. Outline how the team maintains the office database systems, and provide examples of any systems that you have introduced to improve these processes
COMPLAINT PROCEDURE: Given our organisational focus on client trust development, the whole NCGAT is very conscious of the importance of addressing complaints in a timely and transparent manner. While scripts and scenarios are rehearsed regularly to assist NCGAT members improve complaint resolution skills, each individual situation follows a clear process that either addresses the issue or quickly progresses through the following steps: • Receipt of complaint is acknowledged by team member with an assurance of an immediate response from the appropriate department/person •D etails on specific grievances and preferred solutions are sought from client (if amicable) • Appropriate department/person (ADP) and office manager (OM) are briefed by complaint recipient • OM to decide if complaint is to be personally addressed by ADP or OM (ADP default unless a grave complaint) • ADP to address complaint through to satisfactory outcome, updating OM through progression
• OM to contact complaint following resolution to reaffirm commitment to client satisfaction • OM, ADP and Senior Admin Manager (SAM) to review cause and resolution process • SAM to implement any procedure revisions across NCGAT
SUBMISSION TO SETTLEMENT ORGANISATION The role we take on as the admin team is to “Honour the Promise” made by the agents. Our regimented processes provide the agents the confidence to make the promise of superior marketing, leading to greater competition and a premium outcome. They also provide the agent with a clear scope of promises within which to work, to avoid eroding trust through overpromising and under delivering. While there are three elements, being the pitch, listing and settlement processes, we are aware that this is one continuous (and stressful) process for our clients and our agents’ ability to guide our clients through this process is directly impacted by our ability to execute the promises made. For this reason, we utilise a group campaign workflow through Asana that allows all NCGAT members and agents to allocate, track and complete tasks in real time from submission to settlement. Delineation of tasks ties back into our policy of “ownership” among the team and provides accountability for all. This provides transparency and peace of mind for the client, resulting in more trusted conversations throughout the campaign and negotiation processes. DATABASE MANAGEMENT The scale of our outbound marketing means the whole team is very conscious of the importance of accurate data management practices. New contact numbers are tracked and training is provided weekly in our standardised team meetings to ensure best practice is maintained across the group. All training maintains a focus on the “why” of each task, to ensure NCGAT members see value in each of our tasks as part of the bigger picture.
G UA R A NT EE
CLIENT SERVICE
Please outline a process or task that the team undertakes to ensure a high level of service to their clients Our maintenance of accurate “on the market” data, combined with our monthly enquiry tracker provides owners with unmatched information upon which to base their property decisions. This extra level of service requires a combined effort by all NCGAT members that allows our agents to make timely recommendations in the best interests of the client. Our commitment to quality, targeted VPA across print and digital platforms provides our clients with the knowledge that their property has received the widest possible exposure, generating the competition and perceived vendor commitment necessary for a premium price to achieved.
The best service we can provide our clients is the confidence to make decisions of consequence from a position of authority.
RAY WHITE COMMERCIAL Northern Corridor Group
CHRIS MASSIE DIRECTOR 0412 490 840 chris.massie@raywhite.com
MICHAEL SHADFORTH COMMERCIAL PRINCIPAL 0488 981 076 michael.shadforth@raywhite.com
SHAYNA KIRK GROUP EXECUTIVE ASSISTANT 1300 25 50 75 shayna.kirk@raywhite.com
ARABELLA LUBBERS ADMINISTRATION MANAGER 1300 25 50 75 arabella.lubbers@raywhite.com
ASHLEY REES SENIOR PROPERTY ANALYST 0411 707 410 ashley.rees@raywhite.com
JULIE RYAN MAJOR ASSET SALES 0447 445 453 jryan@raywhite.com
MICHAELA WEBB GROUP EXECUTIVE ASSISTANT 1300 25 50 75 michaela.webb@raywhite.com
LAUREN CISEAU LEASING SERVICES COORDINATOR 0481 996 794 nccauracrm@raywhite.com
WARWICK PETERS SENIOR BUSINESS BROKER 0412 234 231 warwick.peters@raywhite.com
EMILY PENDLETON SALES & LEASING EXECUTIVE 0402 435 446 emily.pendleton@raywhite.com
SARAH BENBOW ADMINISTRATION ASSISTANT 0401 665 998 sarah.benbow@raywhite.com
GEORGE KING ASSET PORTFOLIO MANAGER 1300 25 50 75 george.king@raywhite.com
AARON CANAVAN SALES & LEASING EXECUTIVE 0447 744 948 aaron.canavan@raywhite.com
JORDAN HAYES SALES & LEASING EXECUTIVE 0417 999 331 jordan.hayes@raywhite.com
LOUISE JORDAN ADMINISTRATION ASSISTANT 1300 25 50 75 louise.jordan@raywhite.com
CASSIE MAHONEY ASSET PORTFOLIO MANAGER 1300 25 50 75 cassie.mahoney@raywhite.com
BLAKE PRIMROSE SALES & LEASING EXECUTIVE 0423 555 043 blake.primrose@raywhite.com
LOUISE BRETT MARKETING MANAGER 0423 222 022 louise.brett@raywhite.com
KRYSTAL MONTGOMERY ADMINISTRATION ASSISTANT 1300 25 50 75 krystal.montgomery@raywhite.com
STACI TOBIN ASSET PORTFOLIO MANAGER 07 3889 8000 staci_tobin@raywhite.com
BROCKE HAMBRECHT SALES & LEASING EXECUTIVE 0466 599 724 brocke.hambrecht@raywhite.com
TREVOR NELSON-JONES SALES & LEASING EXECUTIVE 0407 736 521 trevor.nelson-jones@raywhite.com
DAVID GOLDSWORTHY SALES & LEASING ASSOCIATE 0481 996 794 david.goldsworthy@raywhite.com
SHANAE TRESIDDER ADMINISTRATION ASSISTANT 0435 792 780 shanae.tresidder@raywhite.com
JUMA MARSTELLA SALES & LEASING EXECUTIVE 0450 360 321 juma.marstella@raywhite.com
GUY UPCHURCH
BRENDAN KING MARKET ANALYST 0412 795 601 brendan.king@raywhite.com
DWAINE BATHERN LEASING ASSOCIATE 0499 568 419 dwaine.bathern@raywhite.com
RAY WHITE COMMERCIAL Northern Corridor Group
DIRECTOR OF ASSET MANAGEMENT
0410 614 240 guy.upchurch@raywhite.com