The Fletchers Way

IT’S A FLETCHERS THING

Fletchers ongoing commitment towards creating clients for life is backed by a longstanding family legacy and history of contributing to the Communities we serve.

There’s something very Refreshing knowing a company has stood the test of time. For over 100 years, Fletchers has earned an unsurpassed Reputation within the industry in delivering Results for our clients. Whether they are selling, buying, investing or renting, the dedicated team at Fletchers believe a little Knowledge can make all the difference.

CONNECTING PEOPLE TO HOMES FOR A CENTURY

Since 1919, the face of real estate has changed remarkably.

As a proud, fourth-generation family-based real estate agency, Fletchers has continued to evolve over the last century, embracing new technology and communications systems, ongoing training programmes and a state-of the-art integrated database.

With 26 offices located within Greater Melbourne and Woolongong NSW, Fletchers shares the values that have always been integral to its success, delivering local knowledge, quality service and a core mission to service our clients for life.

Now with over 300 employees working with a network of trusted suppliers across multiple divisions, the dedicated, award-winning team at Fletchers have a strong focus on customer service and are well-respected within the real estate industry.

Though times have changed, Fletchers underlying values have not and we pride ourselves on our commitment to delivering an excellent level of service to our clients within the community.

JEREMY DESMIER

EXECUTIVE CHAIRMAN & AUCTIONEER

An accomplished and highly regarded auctioneer, Jeremy is well known in the Melbourne’s Eastern suburbs for his perceptive nature and perseverance.

Jeremy began with Fletchers more than 20 years ago and is a Director and our Executive Chairman in the business. Over that time, his enthusiasm, market knowledge and negotiation skills have earned him the utmost respect and trust of many clients. He is renowned for offering outstanding professional advice and gaining exceptional results for his clients’, time and again.

“I love seeing people realise their goal of property ownership, helping sellers to maximise their net return, and helping to provide solutions for any challenges that get in the way.”

Supported by a dynamic team who are highly focused on customer service, their commitment is to deliver a first class customer experience and above all, ensure you achieve the best sales result possible.

“I have a really diverse and dynamic personal team in my office and across our network including Cherie Sun who is fluent in Mandarin and Allison Miller with a wealth of administration and customer service experience supporting our valued clients. We have a really good team spirit and achieving success personally, for my clients and for our team is a really driving motivator for me.”

Jeremy’s professionalism and integrity make him the agent of choice for the community.

BRADLEY BROWN DIRECTOR & CEO

For over 35 years Bradley has worked in the service industry where he has been recognised as a pioneer and innovator for his work as one of the earlier professional managers in service firms.

He has held senior management positions in accounting, human resources, marketing, quality and strategic planning and held the position of CEO for over 25 including 6 years in one of the top Melbourne law firms.

During his professional services tenure he has been involved at strategic and operational levels in all aspects of leading a service business as well as providing consulting services to numerous Australian and New Zealand companies.

Bradley is responsible for ensuring that the firm achieves outstanding outcomes for its clients and that its people maintain their reputation as being the best in the real estate industry.

For more than 20 years as a Director and CEO of Fletchers, Bradley has overseen the complete transformation of this real estate firm into one of the leading agencies in Australia. During this time Fletchers multi office network has won numerous awards in sales, property management, customer service and for their internet presence including; The REIA Large Residential Agency of the Year. The Fletchers Group, now provides its clients, with excellence not only in sales and property management, but also in project marketing and an industry leading consulting service.

LEADERSHIP TEAM

Andrew Paterson Director, Property Management

Caroline Dawborn Customer Experience Manager

Jason Salan Director & Auctioneer

Jeremy Desmier Executive Chairman & Auctioneer

Bradley Brown Director & CEO

Belinda Bisogno Partner & Department Head, Property Management

Daiman Kane Director & Licensed Estate Agent

Ben Williams Director & Auctioneer

Julia Zorzut Partner & Department Head, Property Management

Brooke Grealy Partner & Rental Trust Manager

Dominic Cruz Director & Licensed Estate Agent

Jack Peng Partner & Auctioneer, Licensed Estate Agent

Fletchers is proud to have a dedicated, award-winning leadership and management team who continue to earn the trust of our clients and staff.

Patricia Grados Partner & Operations Manager, Property Management

Robin Waterbury Director

Steven Zervas Partner & Auctioneer, Licensed Estate Agent

Prue Fletcher Brand & Lifestyle Ambassador

Michael Richardson Director & Auctioneer

Sarah Lowry Partner & Chief Marketing Officer

Spring Chen Partner & Licensed Estate Agent

Nelson Hughes Technology Team Leader

Robert Sheahan Director & Auctioneer

Rob Fletcher Former Executive Chairman Rino Presutto Partner

Stefan Cook Partner & Auctioneer

Nick Fletcher Director & Licensed Estate Agent

Pan Zhang Partner & Auctioneer, Licensed Estate Agent

Kristy Wang Partner & Licensed Estate Agent

Mark Fletcher Director & Auctioneer, Licensed Estate Agent

MARKETING TEAM

Designed to Support and enhance Fletchers Sales and Property Management Teams

Partner & Chief Marketing Officer Brand and Lifestyle Ambassador

Sarah Lowry Prue Fletcher

Combining over 10 years’ real estate experience across sales, management and marketing, Sarah understands the business functions required for a sales team to be most effective.

From legislation and processes through to branding and strategy, Sarah likes to lead the marketing team by example, encouraging others to reach their potential.

Communications Coordinators

Born from her impressive sales history within the industry, Prue’s role as Brand & Lifestyle Ambassador allows her to assist others at Fletchers through her abundance of ideas and insights that take centre stage across a range of networks and media channels.

Customer Experience Manager

Caroline Dawborn

Managing the many aspects of customer relations and community engagement, Caroline is responsible for curating pre to post-sale, solicitor liaison, board management, gifts program, merchandise and community events.

Responsible for curating day-to-day activities across social media, printed materials and web content, the communications team liaise with internal and external stakeholders to deliver consistent communications across all Fletchers offices and customer touchpoints.

Graphic Designer

Mel Hovenden

Applying the latest design principles and techniques across all content, Mel is responsible for implementing corporate branding updates and promotional material for both print and electronic media.

Property Marketing Coordinators

Paul Kyrby, Randy Garcia, Jeric David & Jessie Deng Amy Stephenson, Alysha Cincis, Jen Tesoro, Jyon Balinget & Kate Evans

Utilising campaign management software, our team of property marketers organise marketing materials for each property and liaise with sales agents and their teams to coordinate day-to-day activities of marketing campaigns. They also manage our offices and our agents social media presence.

GREAT CULTURE AND BRAND

The culture is what ‘we believe in’ and ‘what we do’ is influenced by our investments in infrastructure and our approaches to attitude with our people.

Our four values are as follows:

Commitment

Consistently working to deliver superior results.

Local Knowledge

We are committed to an unequalled understanding of the areas we service.

Integrity

Individually and collectively, our high standards ensure a professional experience.

Quality Service

Multi-lingual team, skilled at developing personal relationships.

Brand is the impression people get when they see your name or logo. We regularly review our brand to ensure that it is meeting the market’s needs.

The primary goal for the Leadership Team at Fletchers is to ensure that we provide a positive employee experience so that our clients can have a positive customer experience.

EXTENSIVE TRAINING AND SUPPORT

This is a guide to how real estate sales should be conducted based on an 80/20 basis, meaning at any given time in working with a client, 80% of what is contained in Fletchers Way should be utilised.

Fletchers Accelerated Sales Training (FAST) Program is our annual structured monthly program to assist new sales starters to quickly get up and running with Fletchers Way to maximise the results they get. Also to help those who are striving to rapidly increase their results either to get to the $500,000 or $1,000,000+ Gross Commission introduced levels.

Fletchers Way covers:

• Leadership

• Sales Success

• Building Your Business

• Prospecting

• The Listing Process

• Vendor Management

• Buyer Management

• Sale to Settlement

• Client for Life

There are a number of additional resources available which can be revisited at various points throughout your career with Fletchers:

• Office and Company Induction

• Fletchers Way Training

• YouTube Training Channel, covering various topics regarding sales and running an effective business

• Training Documentation and Materials on MAVIM 2.0 (our intranet)

• Personal Business Planning

• External Coaching Training Allowance

• Leadership Training

• Auctioneer Training

• Mentoring program with Key Fletchers Leaders

A core component of our training regime, Fletchers Way, has been compiled by analysing Best Practice Real Estate throughout Australia and systematically creating a process from Prospecting through to Client for Life.

SYSTEMS AND PROCESSES

As a Fletchers agent, you are highly encouraged to strongly consider this seven point plan as the cornerstone of how you go about expanding your business.

1. Your Ideal Week

Ensure your ideal week is followed 80% of the time. Your task is to establish the required number of connects you need to achieve weekly to enable you to hit your targets and achieve your income goals.

2. Know Your A, B, C’s

Develop a simple but effective plan to capture all the people you meet, who will potentially be involved in a real estate transaction, within our CRM, Box & Dice and ActivePipe. Have a simple but effective plan to categorise whether these people are A’s, B’s or C’s. Begin to effectively database these people over the ensuing months and years until they come into fruition.

3. Check Your Mindset

Treat every listing opportunity as it is yours to win. You should be doing everything within the bounds of the law and our values to win this listing. You should have the mindset when going into it, that it is yours to win and not accept any reason why this can’t happen.

4. Maximise Your Commission

Maximise your commission opportunity in every instance. Many use a single or double strategy with regards to commission. There’s also a three-fold strategy:

1) Standard commission as negotiated based on what the market is saying you have to do, this might be 1.8% or 2% etc.

2) The incentive commission is often used where a client has required you to push your commission fee lower than you might necessarily like. It allows you to establish an incentive based on a ceiling of what the vendor’s expectations are, then receiving a higher percentage of anything over that sale amount.

3) A variable percentage of commission can be used, where a range is nominated and on successful sale, the percentage is confirmed ‘at vendor’s discretion’.

5. Vendor Paid Advertising (VPA)

Continue to sell VPA until the property is sold. Many agents approach a listing with marketing at the onset of the transaction and then leave it. The top salespeople are continually thinking about making sure their client’s property is presented to the market as best as possible, all the way through the selling process until the property is actually sold.

6. The WOW! Factor

WOW your clients with outstanding customer service from the time their property is listed, right through to the actual settlement date. Then, consider them a client for life. Within the Fletchers Way system, using our Post Listing methodology to set the sale process in place effectively is a vital step to ensure the WOW happens. Then, by thinking throughout the transaction again, use the Fletchers Way tools to ask: “what can I do to make sure that this client has an outstanding experience and wants to refer and recommend me to the people they know?”

7. Stay Fresh

Take nice holidays to ensure you stay fresh. Rest and relaxation is vitally important too!

In order to manage the concept of a business within a business and drive your personal results, a range of Business Planning and Accountability tools have been developed.

AWARD WINNING

We are fortunate to have received extremely high rankings in both sales and rentals on a regular basis. We also utilise external measures including the Australian Achiever Awards. We have an average 98.5% satisfaction from our clients over the last 20 years, including being the Number 1 Customer Satisfaction Real Estate Brand in Australia in recent years.

We seek regular feedback from our clients, asking them to provide details of their selling, buying, or leasing experience. This helps to provide potential and future clients with confidence when engaging Fletchers agents to sell or lease their most important asset.

Fletchers survey our clients in both sales and rentals to ensure that we are aware of how we are seen in their eyes, after each sales transaction and on the property management side of the business, at regular intervals.

Facebook likes

Monthly post reach

These platforms work seamlessly with traditional print mediums to build a multi-channel campaign for our clients and their properties.

Our property platforms, including social media networks, internal and external listing websites, illuminated signboards, drone video and photography, printed publications, automated Electronic Direct Mail (eDMs) and 3D virtual tours are just some examples of how Fletchers use their Knowledge to work with industry experts to ensure that no opportunity is missed.

YouTube views

22,750+ 1,300,000+ 130,878+ 10,460+ THE FUTURE OF PROPERTY MARKETING

Instagram followers

In an ever-changing landscape, the way property is bought and sold continues to be influenced by a host of digital, social and online platforms that embrace the future of property marketing.

AWARD WINNING WEBSITE

• realestate.com.au

• domain.com.au

• thehomepage.com.au

• myfun.com

• allhomes.com.au

• view.com.au

Our multi-award winning website (5 x REIV Website of the Year) offers:

• Maximum exposure for every property with presence across all of the major internet portals

• Optimised access via any mobile, tablet or desktop

• Search Engine Optimisation (Google)

• A strong presence on multiple social-networking sites

• An office and agent focus

• Easy to navigate search functionality

• Publication subscriptions, plus the latest real estate news and information

In addition to fletchers.net.au , our multi-award winning website, Fletchers offers other websites as part of our internet package to effectively market every property:

CLIENT DATABASE

We utilise the Box & Dice ‘Open for Inspection’ application which allows us, based on a telephone number, to pull up the client’s information and not have to double enter any clients into the system.

We use this database, along with ActivePipe, to enable our automated email blasting system, which communicated with current and prospective clients throughout the year. This involves a weekly high quality, e-bulletin with links back to our website for properties, as well as information about properties that are newly listed, but not yet formally marketed.

Our CRM manager works with our agents to ensure they maximise the results they achieve from their database efforts.

Fletchers offices utilises ActivePipe and Box & Dice, to regularly reach over 1,000,000 contacts in our open database, enabling our sales people to most effectively work together in servicing their clientele.

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PROSPECTING & MARKETING

Ideally, this should be a cohesive experience, with consistency across all aspects.

We believe that we are one of the strongest agencies in the country with Agent Brand Management, where we build brand for both Fletchers and our agents. This is a result of our Customer Satisfaction Surveys we have concluded, where they have made it very clear to us that the two reasons for choosing Fletchers is the integrity, quality of the brand and the way in which the agent intends to service them. Therefore, by dual branding Fletchers and our agents in our marketing, the client sees both from our perspectives what is most important to them.

We have an extremely structured program with corporate marketing support to ensure that all of our agents are at the forefront of agent marketing throughout the entire year. We base this on a twelve month calendar completed in the December prior for all our agents, to ensure that there is regular marketing to support the prospecting throughout the entire year.

At Fletchers, we utilise one of the leading digital marketing solutions for real estate, combining the power of Google, Facebook and Instagram to reach passive and active buyers beyond the property portals. For agents, it works to build and promote your brand, and create exclusive audiences that you can remarket to.

The Fletchers brand is the sum of a client’s experiences with our company. It includes all printed collateral, online media and the way in which our agents present themselves and behave.

OFFICE NETWORK

01 / BALWYN NORTH

61 Doncaster Road, Balwyn North | 9859 9561

02 / BANYULE

114 Lower Plenty Road, Rosanna | 9430 1133

03 / BELGRAVE/TECOMA

1561 Burwood Highway, Tecoma | 9751 0299

04 / BELLARINE

74 Hesse Street, Queenscliff | 5258 2833

05 / BLACKBURN

75A Railway Road, Blackburn | 8833 8888

06 / CANTERBURY

244 Canterbury Road, Canterbury | 9836 2222

07 / CRANBOURNE

190 Sladen Street, Cranbourne | 5996 1444

08 / CROYDON

94 Main Street, Croydon | 8799 5500

09 / DIAMOND VALLEY

951 Main Street, Eltham | 9430 1111

10 / DOREEN

Shop 1A, 59 Painted Hills Road, Doreen | 9717 5372

11 / GLEN EIRA

485 North Road, Ormond | 9571 7777

12 / GLEN IRIS

1509 High Street, Glen Iris | 9885 3333

13 / MANNINGHAM

Suite 5, 1012 Doncaster Road, Doncaster East | 9841 5788

14 / MAROONDAH

1 Seymour Street, Ringwood | 9955 4988

15 / MELTON

Woodgrove Shopping Centre, R34 High Street, Melton | 8722 9997

16 / MOOROOLBARK

Suite 1, 14 Manchester Road, Mooroolbark | 8814 3688

17 / MORNINGTON PENINSULA

2815 Point Nepean Road, Blairgowrie | 5988 0022

18 / NARRE WARREN

5 Webb Street, Narre Warren | 9704 9899

19 / OCEAN GROVE

3/80 The Terrace, Ocean Grove | 5255 1721

20 / OLINDA

3/1606 Mt Dandenong Tourist Road, Olinda | 9751 0299

21 / PROJECTS MELBOURNE

Shop 1, 413 Elizabeth Street, Melbourne | 9326 8566

22 / PROJECTS SURREY HILLS

96 Union Road, Surrey Hills | 9836 1132

23 / WARRANDYTE

183-187 Yarra Street, Warrandyte | 9844 3085

24 / WAVERLEY

Suite 6, 710 High Street Road, Glen Waverley | 8523 8523

25 / WOLLONGONG

Shop 2, 143-149 Corrimal Street, Wollongong | 02 4226 1074

26 / WYNDHAM

114/22-30 Wallace Avenue, Point Cook | 9131 4000

IT’S ALL ABOUT THE FLETCHERS DIFFERENCE

When you’ve been doing something for over 100 years, you get to be pretty good at it.

With robust processes in place to ensure every aspect of your sale or purchase is appropriately documented and thoroughly compliant across every aspect of today’s property transaction legislation, you can rest assured that our team conducts themselves in a polished, successful, practical and effective manner.

Focused on achieving the best Results, Fletchers endeavours to ensure client delight in every stage of the process to get the best possible outcome for your property.

The Latest Decade of Results

National Winner - Remarkable Customer Service (Australian Achiever Awards)

Australian Large Residential Agency of the Year (REIA)

Australia’s Best Network Under 40 Offices

Five-time Website of the Year (REIV)

Two-time Australian Agent of the Year (Rate My Agent)

Two-time Australian Residential Salesperson of the Year (REIA)

Australian Residential Salesperson of the Year (REB)

Eight-time Victorian Residential Salesperson of the Year (REIV)

Three-time Victorian Agent of the Year (Rate My Agent)

Two-time Victorian Large Residential Agency of the Year (REIV)

Victorian Senior Auctioneer of the Year (REIV)

Victorian Property Manager of the Year (REIV)

Australian Achiever Awards (consecutive years)