inhouse #1 Dec-Feb 2017
Lead • Unite • Inspire
Lead • Unite • Inspire
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Make dreams happen<br />
<strong>inhouse</strong>.<br />
Lead . Unite . Inspire<br />
10<br />
WAYS TO WOW<br />
YOUR CUSTOMER<br />
Video Makes<br />
Commercial Sense<br />
Issue <strong>#1</strong><br />
PROMISES EVERY PROPERTY<br />
MANAGER SHOULD MAKE<br />
L Janusz Hooker<br />
Chairman LJ Hooker<br />
TRUE LEADERS<br />
<strong>2017</strong><br />
Five Chiefs Changing Real Estate
Ashdan Valley<br />
75 Salisbury Road<br />
Fabulous entertainer with manicured gardens<br />
Enjoy summer with this tastefully renovated family home with solar heated inground<br />
pool, sunken spa, spacious family room that leads you through bi-fold doors to the<br />
large covered area creating that seamless flow from indoor to outdoor entertaining.<br />
Upstairs consists of four newly carpeted bedrooms, all containing mirrored built in wardrobes,<br />
en suite to main With it’s own private balcony overlooking the beautiful valley views. It comes<br />
complete with an extra linen cupboard, a large fully tiled family bathroom, featuring glass<br />
shower, dual sinks and spa bath big enough for three. Zoned reverse cycle air conditioning.<br />
Strata $4,600 pa Rates $8,300 pa. Water<br />
All information contained herein is gathered from sources we consider to be reliable. However we cannot guarantee or give<br />
any warranty about the information provided and interested parties must solely rely on their own enquiries.<br />
Just Listed<br />
Water $1,250 pa. Lot Size 590m2<br />
0415 390 272<br />
LJ Hooker Ashdan Valley 1234 5678<br />
Legal line here. Legal line here.<br />
ljhooker.com.au<br />
All information contained herein is gathered from sources we consider to be reliable. However we cannot guarantee or give<br />
Residential | Commercial | Rural | Finance<br />
any warranty about the information provided and interested parties must solely rely on their own enquiries.<br />
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© LJ H oker Limited 2012<br />
LJ Hooker Ashdan Va ley<br />
John Smith is the Managing Partner and<br />
licens e in charge of LJ H oker Ashdan<br />
Va ley. John is actively involved in a l<br />
aspects of the companies operations and<br />
enthusiastica ly promotes the profe sional<br />
yet personal a proach to m eting the<br />
n eds of their clients and customers.<br />
© 2014 Printforce.com.au (08) 9 23 24 0<br />
Freshwater<br />
To find out what I can do for you and<br />
how to ge the best price for your<br />
property contact me today.<br />
0412 345 678<br />
02 9123 4567<br />
23 Amy Road<br />
Ashdenvale NSW 2 12<br />
johnsmith.ashdenvale@ljh.com.au<br />
ashdanva ley.ljhooker.com.au<br />
faceb ok.com/ashdanvalley<br />
www.youtube.com/ashdanva ley<br />
Ashdan Va ley<br />
0123456 MT Printforce.com.au 02 8565 7 8<br />
Your Town<br />
Your Ofce<br />
PO Box 7202<br />
South Sydney Busine s Hub<br />
Alexandria NSW 2015 Australia<br />
ljh oker.com.au<br />
Str et A dre s<br />
Suburb STATE Postcode<br />
t 0<br />
f 0<br />
e ofc email@ljh.com.au<br />
yourofce.ljh oker.com.au<br />
Registered Company Name trading as<br />
LJ H oker Your Ofce<br />
<br />
ABN 0<br />
Your Ofce<br />
Str et a dre s<br />
Suburb STATE Postcode<br />
t 0 0 0<br />
f 0 0<br />
e ofc email@ljh.com.au<br />
yourofce.ljh ce.ljhooker.com.au<br />
oker.com.au<br />
Registered Company Name trading as<br />
LJ H oker Your Ofce<br />
<br />
ABN 00 0<br />
POSTAGE<br />
PAID<br />
AUSTRALIA<br />
m<br />
t<br />
f<br />
e<br />
LJ<br />
ABN<br />
Member of<br />
Admirals<br />
Captains Club<br />
21 Club<br />
REIQ<br />
I’m Your Name<br />
FOR ALL YOUR PROPERTY MARKETING & STATIONERY<br />
2015/16<br />
<strong>2017</strong><br />
Congratulations.<br />
Cranston Schwarz<br />
Cranston competed a the Australian Auction Idol<br />
competition a the Gold Coast and was judged to<br />
be one of the top Auction ers in the country.<br />
Every one at LJ H oker Freshwater are very proud<br />
of your achievements.<br />
Hi<br />
Thank you<br />
I’m John Smith<br />
with compliments<br />
Your Name L.R.E.A<br />
Job Title<br />
Ji l Citizen<br />
Sales Representative<br />
& Auctioneer<br />
Your O fice<br />
191 Botany Road,<br />
Alexandria NSW 2015<br />
m 04 0 0 0<br />
t 02 8 0 0<br />
f 02 8 0 0<br />
e yname.yourofice@ljh.com.au<br />
youroffice.ljhoker.com.au<br />
Registered Company Name trading as<br />
LJ H oker Your O fice<br />
ABN 00 0 0 0<br />
Real time control<br />
of your orders
Con<br />
tents.<br />
Issue<strong>#1</strong> . <strong>Dec</strong> 16 - <strong>Feb</strong> 17<br />
5 Foreword<br />
LJ Hooker CEO, Grant Harrod<br />
7 Admiral John Davis<br />
Sir Leslie Hooker award winner, 2016<br />
8 Feature: True Leaders <strong>2017</strong><br />
Meet fi ve chiefs changing real estate<br />
16 Captains Club<br />
Recognising and rewarding<br />
top performers in the family<br />
18 What’s On<br />
Training and events calendar<br />
8<br />
20 Awards & Recognition<br />
Criteria and awards for <strong>2017</strong><br />
25 Length of Service<br />
Celebrating our people<br />
25<br />
34 Around the Grounds<br />
LJ Hooker in the community<br />
36 Opinion: Kylie Davis<br />
Head of Marketing at CoreLogic<br />
Page 28: Find out about<br />
the family fun day with<br />
LJ Hooker Drysdale<br />
30<br />
36<br />
In the Spotlight<br />
Business Unit/Interest Group Updates<br />
19 Training Institute Spotlight<br />
21 Commercial Spotlight<br />
22 Franchise Council Spotlight<br />
23 Home Loans Spotlight<br />
24 Property Investment Spotlight<br />
28 Market to Market<br />
30 New Office Openings<br />
32 Customer Experience Spotlight<br />
39 LJ Hooker Foundation Spotlight<br />
Managing Editor:<br />
Sarah Dickson<br />
Editors:<br />
Trish Riley<br />
Samantha Regan<br />
Graphic Design:<br />
Laura Scott<br />
Contributors:<br />
Marina Mitchell,<br />
Stacey Moseley, Ryan Ellem,<br />
Karina Da Silva, Kylie Davis,<br />
Jennifer Duke<br />
Printed by: Printforce<br />
Produced by:<br />
In partnership with:<br />
To contribute to <strong>inhouse</strong><br />
email: <strong>inhouse</strong>@ljhooker.com<br />
Make Dreams Happen 3
ignite17<br />
LJ Hooker Kick-Off Your <strong>2017</strong> Event<br />
Don’t wait for the lightblub<br />
moment. Start <strong>2017</strong> how you<br />
this high impact half-day<br />
workshop to focus, re-energise<br />
and plan for the year ahead.<br />
Who should be at Ignite 17<br />
We encourage your whole team to<br />
attend – Business Leaders, Managers,<br />
There is also a Captains Club Recognition<br />
Breakfast to begin the day.<br />
Cost to attend Ignite17<br />
This event is part of the LJ Hooker<br />
Institute Training program and is free<br />
for everyone to attend.<br />
Date Location Workshop Program<br />
Wednesday 1st <strong>Feb</strong>ruary <strong>2017</strong><br />
Perth<br />
7.30am<br />
Captains Club Recognition Breakfast<br />
Thursday 2nd <strong>Feb</strong>ruary <strong>2017</strong><br />
Adelaide<br />
8.45am<br />
Guest Speaker Keynote Presentation<br />
Friday 3rd <strong>Feb</strong>ruary <strong>2017</strong><br />
Tuesday 7th <strong>Feb</strong>ruary <strong>2017</strong><br />
Wednesday 8th <strong>Feb</strong>ruary <strong>2017</strong><br />
Thursday 9th <strong>Feb</strong>ruary <strong>2017</strong><br />
Melbourne<br />
Sydney<br />
Canberra<br />
Brisbane<br />
9.45am<br />
LJ Hooker Network Tools to Grow Your<br />
Business in <strong>2017</strong><br />
10.45am Fire Up – PIM and Sales Top Performer<br />
Panels sharing their winning strategies<br />
12.30pm Close<br />
Program schedule is indicative and subject to change<br />
register online now!<br />
www.etouches.com/ignite<strong>2017</strong>
Fore<br />
word.<br />
Issue<strong>#1</strong> . <strong>Dec</strong> 16 - <strong>Feb</strong> 17<br />
Genuine success comes from deep dedication to constant<br />
improvement, adapting to change and being dynamic in<br />
every sense of the word.<br />
As a network, we’re always pushing ourselves to be the<br />
leader in our industry. After all, no one wakes up in the<br />
morning wanting to be number fi ve in their marketplace; no<br />
one wants to be fourth, third or second either.<br />
At LJ Hooker, we have a range of resources that you<br />
can use to lead your market from digital and technology<br />
support to marketing and PR, industry-leading training and<br />
superior customer experience strategies. But, being at the<br />
top is about more than just improving your skillset.<br />
It is about empowering those around you, by being a<br />
great leader.<br />
Following the success of our inaugural issue of FIRE<br />
magazine (fl ip over to see!), we are excited to introduce our<br />
new publication, <strong>inhouse</strong>, exclusive to LJ Hooker!<br />
In this magazine, we will be featuring industry leaders from<br />
inside and out of real estate to provide you with inspiration<br />
to strive for success. On page 8 we are proud to feature<br />
“5 Chiefs Changing Real Estate”, who will encourage you<br />
to think big and be a champion of change yourself in your<br />
offi ce and in your marketplace.<br />
Real estate is an exciting, fast-paced industry, and we hope<br />
that this magazine assists you in embracing new changes<br />
and empowering those around you.<br />
Grant Harrod<br />
Managing Director & CEO<br />
LJ Hooker<br />
This new magazine is designed to not only celebrate the<br />
success of our LJ Hooker family members, but also to<br />
motivate all of us to lead, unite and inspire.<br />
Make Dreams Happen 5
in<br />
view.<br />
Admiral John Davis<br />
A word from Admiral John Davis, LJ Hooker Seaforth<br />
Sir Leslie Hooker award winner, 2016<br />
When I started in 1998 with LJ Hooker, I was quickly<br />
indoctrinated into the family. Grahame Cooke was<br />
great at building that comradery around the brand.<br />
To be with LJ Hooker meant that<br />
you weren’t there by yourself. I find<br />
it is still the case today; whether you<br />
are a salesperson, franchise owner<br />
or property<br />
One of the biggest challenges that face<br />
all franchise owners is that real estate<br />
can often burn people out rapidly. A lot<br />
of people come in with rose coloured<br />
lenses and don’t realise the challenge<br />
it can be, so the real test is finding<br />
the right people who are built for this<br />
industry and retaining them - providing<br />
the support and guidance that I was<br />
given when I started.<br />
Beyond becoming a franchise owner<br />
in 1999, being awarded the Sir<br />
Leslie Hooker award at Summit16 is<br />
easily the most memorable moment<br />
of my career.<br />
Three months later and I’m still unsure<br />
of exactly why! I don’t believe I have<br />
done anything that special, I just<br />
either do what people ask of me or<br />
what I think I should do, which is really<br />
my philosophy for life.<br />
In terms of the future, I would like to<br />
see LJ Hooker maintain its number<br />
one status of recognition, but I’d also<br />
THERE ARE, OF COURSE, SO MANY REWARDING CAREERS<br />
IN THIS WORLD, BUT IF YOU’RE GOOD AT REAL ESTATE,<br />
I WOULD SAY THAT THERE AREN’T TOO MANY THAT ARE<br />
MORE CHALLENGING…AND FULFILLING.<br />
like to see it indisputably cement itself<br />
as the number one real estate group.<br />
We are a great organisation and we<br />
care more about our people and our<br />
customers than some others –<br />
LJ Hooker is such a strong family and<br />
brand because of that genuine care.<br />
My advice to anyone starting out in<br />
real estate is to be wise about who<br />
you work for and utilise the family –<br />
talk to as many people in the industry<br />
as you can before making a decision<br />
so that you are adequately supported<br />
in the workplace and can perform at<br />
your best.<br />
Make Dreams Happen 7
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
8 <strong>inhouse</strong>. // issue <strong>#1</strong>
As Heraclitus, a Greek philosopher, once said:<br />
“change is the only constant in life.” This is no<br />
more true than in the business world today. Society<br />
continues to evolve around us and technology<br />
becomes more innovative, diverse and accessible<br />
to the masses every day.<br />
Our True Leaders feature follows five chiefs of industry who are at the forefront<br />
of the changes affecting real estate today. They tell us what challenges we are<br />
facing, and how we can adapt for the future, not only to survive but to excel.<br />
Make Dreams Happen 9
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
L Janusz Hooker<br />
Chairman<br />
T<br />
his year, LJ Hooker turned 88, and its<br />
culture of innovation and passion for the<br />
business still runs through the veins of<br />
the 8,000 LJ Hooker family members that live<br />
and breathe the brand today. One such family<br />
member, L Janusz Hooker fi nds inspiration from<br />
his grandfather and founder, Sir Leslie Hooker –<br />
an internationally recognised entrepreneur and<br />
pioneer in real estate and franchising.<br />
Following in the footsteps of his grandfather,<br />
Janusz considers all family members to be true<br />
custodians of the brand, and is passionate<br />
about continuing to invest in and build on its<br />
revolutionary heritage.<br />
“to cultivate a thriving culture of<br />
passion, innovation and growth<br />
for over almost nine decades”<br />
“I am so proud of everyone in our network. It is very<br />
unusual, globally, for a market leading multinational group<br />
like LJ Hooker, he says. “There are not many brands out<br />
there that have the adaptability and longevity that we have.”<br />
“Evolving and staying relevant to customers in times of<br />
change have been key to the success of the LJ Hooker<br />
brand”, considers Janusz.<br />
“My vision for us is to continue growing our business just<br />
the way we have, and what we have become renowned<br />
for. That is to continue being at the forefront of the industry<br />
through innovation and sharing that knowledge through our<br />
network so that our customers have standout customer<br />
experiences and a loyalty to the LJ Hooker brand.”<br />
“We have our eyes and ears constantly on the ground<br />
for the latest in terms of innovation and technology within<br />
the real estate space. We must continue to bring global<br />
best practice into this new world, not only to survive,<br />
but to thrive.”<br />
When asked what he believes the biggest challenge and<br />
opportunities facing the real estate industry are, Janusz<br />
responds emphatically: “Digital revolution. With almost a<br />
million visitors a month to the LJ Hooker website, and the<br />
recent launch of the new LJ Hooker website, it attracts the<br />
most traffi c of any single brand in Australia.”<br />
“If we interact with our customers and channels with<br />
a cutting-edge platform, such as our new LJ Hooker<br />
corporate and offi ce websites, and do so better than<br />
the competition, then we’re going to have infi nitely more<br />
shopfront. We have shown ourselves to be leaders ever<br />
since we became the fi rst Australian agency to have a<br />
website – back in the mid-nineties, and we have held on<br />
to this number one position. I’m excited by what the new<br />
website will deliver our people and our customers in terms<br />
of user experience, SEO and search.”<br />
“The world is moving faster now and constantly evolving,<br />
so we do not have the luxury to do things the same way we<br />
always have. One must continually re-evaluate themselves<br />
with fresh eyes because there are new entrants in the<br />
market and companies across the board are becoming<br />
more innovative. We have a distinct advantage: we are not<br />
just an Australian company; we are a global one with a very<br />
astute perspective.”<br />
Janusz believes that the key to the LJ Hooker success is<br />
the exceptional culture of superior customer service, as<br />
well as the trust and reputation built over generations with<br />
millions of customers.<br />
“Innovations using technology are simply enablers, not the<br />
solution, and we will continue to lead the way for the next<br />
88 years, online and offl ine.”<br />
10 <strong>inhouse</strong>. // issue <strong>#1</strong>
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
Nigel Dalton<br />
CIO of REA Group<br />
N<br />
igel Dalton, CIO of REA and all-round tech wizard<br />
has been at the forefront of technical innovation<br />
for over 25 years. With a professional background<br />
in social science, Nigel has incorporated his adoration for<br />
machines into his unrivalled enthusiasm as a people person.<br />
This marriage between technology and people and in<br />
particular, customer experience, is a skill that lends itself to<br />
enormous opportunity in the global market. With emerging<br />
technologies such as virtual and augmented reality, there<br />
is a rapidly closing window to avoid digital disruption in<br />
the real estate industry and ride the wave of changing<br />
technology into revolution.<br />
In order to weather this change, Nigel has incorporated his<br />
own holistic working philosophy consisting of what he calls:<br />
These are all underlying drivers causing new technology<br />
to take root beyond simple engineering trends. Nigel<br />
considers them to be the three human truths in terms of<br />
impact in the real estate industry.<br />
Time has a number of dimensions in an agent’s life. “We<br />
are constantly running out of time to service an increasingly<br />
demanding consumer”, he says. The rise of social media<br />
and instant messaging creates an environment whereupon<br />
the consumer expects an immediate response. In practical<br />
terms, this puts pressure on us to be constantly available at<br />
all times of the day which, in reality, is not always possible.<br />
“Time is the one commodity that cannot be manufactured,”<br />
he says. “Much of the innovation we have been working<br />
on in the industry is focused simply on that: giving people<br />
more time”.<br />
“the three T’s: Time, trust and transparency,”<br />
“Time is the most precious commodity<br />
in the digital world today.”<br />
The consumers have their own time constraints, whether<br />
that be buying, selling or renting. Renters, for example,<br />
must navigate the pressures of property inspections on a<br />
Wednesday afternoon coupled perhaps with taking time<br />
out of work, in addition to juggling a handful of children.<br />
Even after they somehow perform a miracle and bring<br />
everything into alignment and make the viewing, they may<br />
yet fi nd the home entirely unsuitable. This is where trust<br />
and transparency become important.<br />
We live in an age where consumers are data-hungry, where<br />
colossal volumes of information are at our disposal in just<br />
one click. We can research information about properties<br />
and neighbourhoods instantaneously. This puts an<br />
enormous amount of pressure on agents. They cannot be<br />
expected to compete with this level of data accessibility on<br />
a physical level.<br />
Notably, the emergence of social media has given rise<br />
to a renaissance where word of mouth has scale. People<br />
are starting to trust other people, friends and their<br />
networks more than known brands. They are looking for<br />
recommendations, they are not believing everything that<br />
they see and read.<br />
We have been gifted technology that can enhance<br />
our productivity, ability and relationships with our<br />
consumers astronomically, but this double edged sword<br />
is unforgiving, and unless we seek ways to evolve we<br />
will simply be left behind.<br />
Make Dreams Happen 11
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
Mark Steinert<br />
CEO, Stockland<br />
better, more streamlined planning<br />
outcomes to expedite supply,”<br />
he says.<br />
“Straightforward demand and<br />
supply economics, coupled with<br />
record low interest rates, high<br />
employment and high net<br />
migration has led to the<br />
strong, elongated cycle<br />
we have now,” Mark says.<br />
“We, as an industry, need to encourage more bright and<br />
enthusiastic people – the next generation of up and coming<br />
real estate professionals – to choose a career in property.”<br />
“Understanding demand and supply<br />
drivers are very important for building<br />
a successful career in property,” he<br />
says. “Real estate is not just bricks<br />
and mortar; it’s a people business<br />
and to be good at real estate, you<br />
need to understand the drivers,<br />
expectations and aspirations of<br />
the people who will live, raise their<br />
families, work or socialise within that<br />
real estate,” Mark adds.<br />
M<br />
ark Steinert, CEO and<br />
Managing Director of<br />
Stockland, Australia’s<br />
largest diversifi ed property company,<br />
offers over 26 years of experience<br />
in property and fi nancial services.<br />
Showing his humble beginnings,<br />
in the 1980s Mark bought his fi rst<br />
home for under $100,000. The two<br />
bedroom, red brick apartment in<br />
Artarmon on Sydney’s lower North<br />
Shore was purchased well before<br />
the area became the gentrifi ed suburb<br />
it is today. Mark shares with us some<br />
of his predictions for the future of<br />
housing in Australia, challenges facing<br />
the industry and the importance<br />
of social trends and diversity.<br />
“Housing supply and affordability<br />
will remain challenging over the next<br />
fi ve years,” says Mark. “Linked to<br />
that is the challenge of infrastructure<br />
provision, which is so essential to<br />
making our cities more effi cient and<br />
liveable as we seek to accommodate<br />
a growing population. The pace<br />
of technology change is also likely<br />
to cause some disruption in design,<br />
construction techniques and the<br />
selling process, and potentially<br />
accelerate obsolescence within<br />
some asset classes,” he adds.<br />
In order to address the growing<br />
challenge of housing affordability Mark<br />
sees new supply as the most effective<br />
way of tackling the problem, which is<br />
particularly prevalent in Sydney and<br />
Melbourne. “We need a coordinated<br />
and holistic response from local, state<br />
and federal government and we need<br />
“Residential design and development<br />
in Australia and overseas is<br />
returning to the idea that we’re all<br />
human and, as social beings, we<br />
generally all want and need to live in<br />
communities,” he says. “Stockland,<br />
in particular, is focussed on creating<br />
greener, more walkable, interconnected<br />
communities that deliver<br />
a more cohesive social fabric.”<br />
This social and holistic focus<br />
also shines through in Mark’s<br />
personal ethos. “I am passionate<br />
about making sure that the property<br />
industry is a genuine leader in<br />
diversity, education and sustainability,”<br />
he says. “We need more disparate<br />
voices in property, drawn from a far<br />
more diverse talent pool. Young<br />
talented people need to know that<br />
they can build exceptional careers in<br />
property and create outstanding<br />
communities with excellent outcomes<br />
for all stakeholders.”<br />
12 <strong>inhouse</strong>. // issue <strong>#1</strong>
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
Alex Allwood<br />
CEO of Holla<br />
A<br />
lex Allwood, CEO of Holla and author of the book<br />
‘Customer Experience is the Brand’ recently<br />
assisted LJ Hooker with the development of our<br />
group BHAG with a view to being ‘Australia’s number 1<br />
CX brand’. Alex tells us that in order to create a successful<br />
customer experience, one must look from the outside in.<br />
“In the past, businesses have made the mistake of defi ning<br />
the customer’s needs by the business problem. Some<br />
businesses might have a customer loyalty problem, a<br />
market share issue, or disruption troubles – perhaps with<br />
new players coming into the market or new technologies.<br />
In many cases, they will defi ne the customer problem by a<br />
very ‘inside-out’ approach to problem solving.”<br />
Alex’s strategy for problem solving begins with taking the<br />
business challenge, formulating a hypothesis around it and<br />
conducting focus groups using qualitative, behavioural or<br />
observational data analysis to understand exactly what the<br />
customer problem is. Alex emphasises that solving your<br />
customer’s problems is obviously a huge business benefi t,<br />
and aids in long-term sustainable growth.<br />
“This is a very different approach to how businesses<br />
operated traditionally. In terms of market share or disruption<br />
issues, we see businesses innovating or recreating new<br />
products in the hope that it might fi x the problem. However,<br />
it doesn’t. The customer problem remains”, Alex says.<br />
“What creates success, is realigning the organisation<br />
around a service-led purpose. Most organisations believe<br />
that customer service and marketing is the custodian of the<br />
customer. Great customer experience brands have their<br />
purpose, and have aligned their culture around customers<br />
“What is good for the customer, is good for business.”<br />
and across all facets of their organisation. They understand<br />
that it’s not just two divisions that create great customer<br />
experience, it is all departments that are at play. When you<br />
create that alignment across the organisation, you create<br />
rewarding experiences for your customers as you reduce<br />
friction across their whole journey.”<br />
“Promises are very easy to make to customers, but often<br />
delivery is lacking. So it is those positive experiences that<br />
are vitally important. For a long time, it has been recognised<br />
that positive experiences infl uence purchasing behaviour.<br />
Customers are four times as likely to purchase if they are<br />
given recommendations by a friend of family.”<br />
Alex goes on to mention that the traditional customer<br />
demographic is changing. By 2525, 75% of the workforce<br />
will be millennials whose behaviour is fundamentally<br />
different to the generations before them. How customers<br />
interact with brands in the future is a topic that Alex fi nds<br />
particularly interesting.<br />
“The universal truth is that customers no longer just use<br />
sources like advertising and brand information to inform<br />
their decision making. Customers have fundamentally<br />
changed the way that they purchase”, she says.<br />
“The work undertaken with LJ Hooker revolved around<br />
its promise and desired positioning in the future. The work<br />
done has helped everyone understand, from an aspirational<br />
perspective, where the brand has to be positioned.<br />
It’s about making dreams happen for customers.”<br />
Make Dreams Happen 13
TRUE<br />
LEADERS<br />
<strong>2017</strong><br />
Virginia Briggs<br />
Chair of NSW Women<br />
and Diversity Committee<br />
V<br />
irginia Briggs – Chair of<br />
NSW Women and Diversity<br />
Committee at Property<br />
Council Australia and Partner at<br />
MinterEllison is taking the driving seat<br />
in showcasing the importance of<br />
workplace diversity.<br />
For some time now, the PCA have<br />
been running a number of initiatives<br />
for women such as a leadership<br />
course specifi cally designed to<br />
improve their skills in terms of career<br />
progression into leadership positions.<br />
“The committee that I lead has a<br />
pipeline program that we are working<br />
on at the moment. We are going<br />
to have a ‘Girls in Property Week’<br />
next year which we will be running in<br />
conjunction with the NSW Department<br />
of Education. This program is<br />
designed to engage with girls in year<br />
8 and year 10 as this is the stage<br />
that they will begin picking their<br />
future careers. We want to educate<br />
and inspire them with all the different<br />
things that they can do in property.”<br />
In addition to this, the PCA have been<br />
instrumental in the setting up of the<br />
Property Male Champions of Change<br />
which brings together senior leaders<br />
across the industry to improve gender<br />
equality. The PCA have also produced<br />
the program “100 Women in Property”<br />
where senior women sponsor<br />
more junior women in the industry<br />
to encourage them into attending<br />
networking events.<br />
“It is not a charity issue; it is a business issue.”<br />
“For years I have been to events<br />
where I have been the only woman in<br />
the room and that has been diffi cult.<br />
In its earlier years, it was a hard<br />
industry to network in. The more<br />
senior I became in the industry, the<br />
less diffi cult it was because a lot of my<br />
clients are men and when I walked<br />
into a room I would know people,<br />
but I can imagine that would be quite<br />
intimidating to break into.”<br />
The PCA now makes sure that<br />
with any lunches or seminars, that<br />
there is a panel pledge where a<br />
certain number of women are always<br />
on the panel.<br />
Skirting around the intrepid industry<br />
buzzword of ‘positive discrimination’,<br />
Virginia mentions: “For many years<br />
I wasn’t a supporter of quotas and<br />
argued that people should just get<br />
there on merit. Relying on merit is just<br />
not enough. I have totally changed<br />
my thinking in that we absolutely need<br />
quotas, even more than we need<br />
targets. We need women in these<br />
positions because there will be people<br />
who are just as capable as the men<br />
but might not be promoted due to a<br />
conscious or unconscious bias.”<br />
“Organisations need to get to the<br />
point where they truly believe that<br />
having a diverse workforce, in terms<br />
of gender, race, age and sexual<br />
orientation is when you actually great<br />
business outcomes. It is not a charity<br />
issue; it is a business issue.”<br />
14 <strong>inhouse</strong>. // issue <strong>#1</strong>
Contribute to<br />
<strong>inhouse</strong>.<br />
At LJ Hooker we love to celebrate the<br />
stories and successes of our family<br />
members – both professional and<br />
personal.<br />
By sending in your contributions for<br />
“Around the Grounds” and “Market<br />
to Market” to feature in the next issue,<br />
you can share what your team and offi ce<br />
is up to with the entire LJ Hooker family<br />
in Australia.<br />
Around the Grounds<br />
Network News<br />
This section features<br />
photographs of LJ Hooker<br />
family members having<br />
fun; out and about in the<br />
community; team building;<br />
celebrating professional<br />
successes and life events.<br />
• Hi-res JPEG photo(s)<br />
iphone images at ‘Actual<br />
size’ acceptable.<br />
• Include a 80-100 word<br />
explanation of the event<br />
• Include photo caption<br />
with any team members<br />
by name, the event and<br />
your offi ce name<br />
Market to Market<br />
Community Based<br />
Marketing<br />
This section features<br />
LJ Hooker Community<br />
Based Marketing highlights.<br />
• 1 x hi-res JPEG photo<br />
including caption with<br />
team members by name<br />
iphone images at ‘Actual<br />
size’ acceptable<br />
• 80-100 word submission<br />
outlining things like –<br />
what the initiative was;<br />
timeframe; customers<br />
response; LJ Hooker<br />
marketing resources<br />
used and what made it a<br />
great experience for your<br />
customers<br />
Please send all submissions as email attachments to<br />
<strong>inhouse</strong>@ljhooker.com<br />
All submissions are subject to editorial approval/content editing at discretion<br />
next issue Submission deadline: Friday 3 <strong>Feb</strong>ruary <strong>2017</strong> email <strong>inhouse</strong>@ljhooker.com
Captains<br />
Club.<br />
Intake: Network Julytraining, events<br />
and important August dates<br />
September<br />
Our Captains Club recognises and rewards the top<br />
performers in the LJ Hooker family – catering for<br />
aspiration and desires, and realise the potential of the<br />
very best in the network. Find out what it takes to be<br />
a Captain at hub.ljhooker.com/captains_club.<br />
New Life Multi-Million<br />
Dollar Member (Sales)<br />
Captain Grant Winning<br />
LJ Hooker Kalamunda | Foothills<br />
New Diamond<br />
Multi-Million Dollar<br />
Members (Sales)<br />
Captain David Brown<br />
LJ Hooker Coomera<br />
Captain Zed Nasheet<br />
LJ Hooker Hampton Park<br />
Captain Alexander<br />
Stevenson<br />
LJ Hooker Sunnybank Hills<br />
Requalifying<br />
Diamond Multi-<br />
Million Dollar<br />
Members (Sales)<br />
Captain Rosemary<br />
Auricchio<br />
LJ Hooker West Lakes<br />
Captain John Deo<br />
LJ Hooker Hampton Park<br />
Captain Jane Doogan<br />
LJ Hooker Nerang<br />
Captain David Edwards<br />
LJ Hooker Palm Beach<br />
Captain Marcel Elias<br />
LJ Hooker Commercial<br />
Silverwater<br />
Captain Bryce Gibson<br />
LJ Hooker Cessnock<br />
Captain Deb Grimley<br />
LJ Hooker Commercial<br />
Coffs Harbour<br />
Captain Dean Hamilton<br />
LJ Hooker Stafford<br />
Captain Richard Harding<br />
LJ Hooker Mosman<br />
Captain Chris Hubka<br />
LJ Hooker Algester<br />
Captain Mitchell Jamieson<br />
LJ Hooker Bay Islands<br />
Captain John McManus<br />
LJ Hooker Willoughby |<br />
Artarmon<br />
Captain Damian<br />
Montgomery<br />
LJ Hooker Budgewoi<br />
Captain Lush Pillay<br />
LJ Hooker Padstow<br />
Welcome Back<br />
Diamond Multi-<br />
Million Dollar<br />
Members (Sales)<br />
Captain Brendan Smith<br />
LJ Hooker City Residential<br />
Perth<br />
Captain Gail Tuxworth<br />
LJ Hooker Alice Springs<br />
New Multi-Million<br />
Dollar Members<br />
(Sales)<br />
Captain Justin Atkins<br />
LJ Hooker Taree<br />
Captain Brian Caba<br />
LJ Hooker Castle Hill<br />
Captain Scott Dillon<br />
LJ Hooker Mona Vale<br />
Captain Matthew Lyford<br />
LJ Hooker Commercial Perth<br />
Captain Vincent Siciliano<br />
LJ Hooker Commercial Perth<br />
Requalifying<br />
Multi-Million Dollar<br />
Members (Sales)<br />
Captain Mark Campbell<br />
LJ Hooker Toronto<br />
Captain Matt Conduit<br />
LJ Hooker Broadbeach<br />
Captain John Dahdah<br />
LJ Hooker City Residential<br />
Parramatta<br />
Captain Bill Eames<br />
LJ Hooker Avalon<br />
Captain Scott Hunter<br />
LJ Hooker East Gosford<br />
Captain Kelvin Loquias<br />
LJ Hooker Browns Plains<br />
Captain Noel Nicholson<br />
LJ Hooker Palm Beach<br />
Captain Carlos Peters<br />
LJ Hooker Kempsey<br />
Captain Dave Reardon<br />
LJ Hooker Commercial Penrith<br />
Captain Adam Stevenson<br />
LJ Hooker Old Bar Beach<br />
Captain Darren Zammit<br />
LJ Hooker Commercial<br />
Macarthur<br />
Requalifying<br />
Multi-Million Dollar<br />
Members (Home<br />
Loans)<br />
Captain Craig Betalli<br />
Home Loans Sutherland Shire<br />
Captain Alex Lambros<br />
Home Loans Eastern Suburbs<br />
Welcome Back<br />
Multi-Million Dollar<br />
Members (Sales)<br />
Captain Colin Balcam<br />
LJ Hooker Swan Hill<br />
Captain Matthew Hill<br />
LJ Hooker Paradise Point<br />
Captain Jason Read<br />
LJ Hooker Coomera<br />
Admiral Nathan Sahyoun<br />
LJ Hooker City Residential<br />
Parramatta<br />
Captain Kent Shay<br />
LJ Hooker Lennox Head<br />
Captain Ben Steege<br />
LJ Hooker Commercial<br />
Sutherland Shire<br />
Captain Alicia Walker<br />
LJ Hooker Wallan<br />
Captain Emily Xiong<br />
LJ Hooker Sunnybank Hills<br />
Welcome Back<br />
Multi-Million Dollar<br />
Members (PIM)<br />
Captain Costa Athanassiou<br />
LJ Hooker City Residential<br />
Parramatta<br />
New Captains Club<br />
Members (Sales)<br />
Captain Andrew Baldino<br />
LJ Hooker Mile End<br />
Captain Matthew Brennan<br />
LJ Hooker Kempsey<br />
Captain Melanie Brenner<br />
LJ Hooker Leppington<br />
Captain David Bruce<br />
LJ Hooker Kallangur |<br />
Murrumba Downs<br />
Captain Ann Dam<br />
LJ Hooker Cabramatta<br />
Captain Nick Graham<br />
LJ Hooker Dee Why<br />
Captain Jan Lewis<br />
LJ Hooker Plainland | Laidley<br />
Captain Robert Lonie<br />
LJ Hooker Walkerville |<br />
Modbury<br />
Captain Diego Menendez<br />
LJ Hooker St Marys<br />
Captain Caterina Romeo<br />
LJ Hooker Oran Park<br />
Captain Tony Rummeny<br />
LJ Hooker Ashgrove<br />
Captain Robbie Thorncroft<br />
LJ Hooker Double Bay<br />
Captain Robert Van<br />
Gasteren<br />
LJ Hooker Aldinga<br />
New Captains Club<br />
Members (PIM)<br />
Captain Zoe Clifford<br />
LJ Hooker Rockhampton<br />
Captain Emily Coutts<br />
LJ Hooker Walkerville |<br />
Modbury<br />
Captain Amy Domaschenz<br />
LJ Hooker Walkerville |<br />
Modbury<br />
Captain Michaela Ford<br />
LJ Hooker Leeming<br />
Captain Bianca Langham<br />
LJ Hooker Glenelg<br />
Captain Jenna Orchard<br />
LJ Hooker Rockhampton<br />
Captain Shelley Pennycook<br />
LJ Hooker Glenelg<br />
Captain Carrick Satchell<br />
LJ Hooker Fairfield<br />
Captain Stacie Sheldrick<br />
LJ Hooker Canberra City<br />
Captain Alicia Wright<br />
LJ Hooker Brisbane West<br />
16 <strong>inhouse</strong>. // issue <strong>#1</strong>
New Captains<br />
Members (Admin)<br />
Captain Katherine Affleck<br />
LJ Hooker Helensvale<br />
Captain Tammie Cory-Jones<br />
LJ Hooker Ormeau<br />
Captain Karen Hansen<br />
LJ Hooker Salisbury<br />
Captain Donna Smith<br />
LJ Hooker Sunnybank Hills<br />
Requalifying Captains<br />
Club Members (Sales)<br />
Captain Josephine Cowling<br />
LJ Hooker Mona Vale<br />
Captain Grant Darbyshire<br />
LJ Hooker Kallangur |<br />
Murrumba Downs<br />
Captain Perry English<br />
LJ Hooker Rhodes<br />
Captain Vicki Heathwood<br />
LJ Hooker Alstonville<br />
Captain Jarad Henry<br />
LJ Hooker Glenelg<br />
Captain Paul Johnston<br />
LJ Hooker Lakes Entrance<br />
Captain Tony Kiss<br />
LJ Hooker Sale<br />
Captain Jonas Leong<br />
LJ Hooker Sunnybank Hills<br />
Captain Jared Lund<br />
LJ Hooker Gawler<br />
Captain Wayne Mackrell<br />
LJ Hooker Colac<br />
Captain Jonathon Olsen<br />
LJ Hooker Bundaberg<br />
Captain Marina Patiyants<br />
LJ Hooker Craigmore |<br />
Elizabeth<br />
Captain John Reason<br />
LJ Hooker Pacific Pines<br />
Captain Vivek Uppal<br />
LJ Hooker City Residential<br />
Parramatta<br />
Captain Leanne Veigel<br />
LJ Hooker Morisset<br />
Captain Eddie Yiu<br />
LJ Hooker Hornsby<br />
Requalifying Captains<br />
Club Members (PIM)<br />
Captain Kellee Bridge<br />
LJ Hooker Nerang<br />
Captain Michelle Chilcott<br />
LJ Hooker Nerang<br />
Captain Michelle Lucas<br />
LJ Hooker Freshwater<br />
Captain Ivah Slade<br />
LJ Hooker Holland Park<br />
Requalifying<br />
Captains Club<br />
Members (Admin)<br />
Captain Emily-Jane<br />
Megraw<br />
LJ Hooker Nerang<br />
Captain Genna Vella<br />
LJ Hooker Rockhampton<br />
Welcome Back<br />
Captains Club<br />
Members (Sales)<br />
Captain Michael Cavagnino<br />
LJ Hooker Leppington<br />
Captain Alan Clark<br />
LJ Hooker Commercial Hobart<br />
Captain Scott Hughes<br />
LJ Hooker Wonthaggi<br />
Captain Helen Kalogris<br />
LJ Hooker Canberra City<br />
Captain Peter O’Brien<br />
LJ Hooker Goolwa<br />
Captain Alan Reilly<br />
LJ Hooker Toowoomba<br />
Captain Kris Valcic<br />
LJ Hooker Nerang<br />
Captain Colin Wallbank<br />
LJ Hooker Pemberton<br />
Captain Dan Ware<br />
LJ Hooker Rockhampton<br />
Captain Euan Wightman<br />
LJ Hooker Inverloch<br />
Captain Lush Pillay<br />
Principal of LJ Hooker Padstow, has been recognised in the<br />
top 2.5 per cent of LJ Hooker sales people nationally and is a life<br />
member of the LJ Hooker Multi-Million Dollar Captains Club. He<br />
shares his insights to the burning questions.<br />
You’re in the top 2.5 per cent of our sales<br />
people, what’s been the silver bullet to<br />
your success?<br />
Energy, enthusiasm and persistence have been the key. It’s<br />
something that I apply myself to – just being a people person<br />
and making sure I’m enthusiastic. This industry is definitely<br />
about people.<br />
What has been a defining moment in<br />
your career?<br />
The defining moment in my whole career was actually<br />
making the decision to come into real estate and leaving a<br />
job where I was getting a secure income. It was a challenge<br />
but what I loved about real estate and still do is that there is<br />
no capped income – which means that often, the harder I<br />
work, the better the outcome for myself and the client.<br />
What’s your clincher to securing<br />
your next listing?<br />
I think it all comes down to constructing connections. My<br />
career is mainly just building relationships. Listings won’t just<br />
fall into your lap, but making those contacts certainly helps.<br />
The more relationships I’ve built with people in our community,<br />
the more business I have received. It is also about how much<br />
you give back to people and the community too – truth be<br />
told the more you give back, more comes your way.<br />
Why LJ Hooker?<br />
LJ Hooker is a great brand; we’re a supportive team and<br />
also a very loyal family that can provide assistance to one<br />
another. I know that we’re an international brand but I also<br />
love that LJ Hooker is an iconic Australian brand.<br />
Make Dreams Happen 17
What’s<br />
on.<br />
Network training, events<br />
and important dates<br />
<strong>Feb</strong>ruary – April:<br />
Franchise Owner<br />
retreats<br />
SA 16–17 <strong>Feb</strong>ruary<br />
WA 22–23 <strong>Feb</strong>ruary<br />
NSW 26–27 <strong>Feb</strong>ruary<br />
VIC/TAS 2–3 March<br />
QLD/NT 4–7 April<br />
Save the date! The Regional Teams are preparing their<br />
franchise owner retreats, to be held from mid-<strong>Feb</strong>ruary to<br />
early-April. These events are a calendar highlight for our<br />
franchise owners as they come together to collaborate,<br />
learn and be inspired by highly relevant content tailored<br />
for their region. In true LJ Hooker style, there will also be<br />
great social events to give everyone a chance to network<br />
fellow franchise owners and their regional support team.<br />
Save the dates below. More details, including venues and<br />
how to book, will be announced soon.<br />
DEC<br />
25 <strong>Dec</strong>ember:<br />
Christmas Day<br />
Christmas is a time of joy, a time for love and cheer and<br />
a time for making memories to last throughout the year.<br />
We hope you enjoy a well-earned break with your family<br />
and friends.<br />
JAN<br />
26 January:<br />
Australia Day<br />
The celebration that inspires the nation! Australia Day is<br />
more than just a public holiday. Whether you’re in the city,<br />
on the coast or in a regional area, there are lots of events<br />
in your community that celebrate everything that’s great<br />
about being Australian. Keep an eye out for our LAM<br />
marketing suite and consider exhibiting with an LJ Hooker<br />
marque or offering an appearance of Mr Hooker Bear at<br />
your local event!<br />
FEB<br />
1 – 9 <strong>Feb</strong>ruary:<br />
IGNITE<br />
IGNITE your <strong>2017</strong> and make it your best year in real<br />
estate by attending our high impact, half-day workshop<br />
in your state to refocus, re-energise and plan for the year<br />
ahead. It’s a FREE event! So whether you’re a principal,<br />
sales agent, PIM or support team member register your<br />
attendance at etouches.com/ignite<strong>2017</strong><br />
AUG<br />
13 – 15 August:<br />
Summit 17<br />
Summit16, held in sunny Cairns, was a great few days of<br />
learning, networking and celebrating success. This year’s<br />
theme, the “Courage to Create Change”, saw speakers<br />
from inside and outside the network lead and inspire our<br />
team with break out days for PIM, commercial, sales and<br />
leadership. Next year, we head back to the sunshine state<br />
for Summit <strong>2017</strong> at the newly refurbished Jupiters Hotel<br />
on the Gold Coast. Our theme will be Vision + Execution<br />
= Results! Further details will be released soon.<br />
18 <strong>inhouse</strong>. // issue <strong>#1</strong>
In the Spotlight<br />
Presentation, Preparation and Positivity<br />
The perfect open home is more than just an opportunity to sell to potential buyers, it<br />
creates an ongoing experience that will stay with your customer, even after they leave.<br />
We asked Graeme Hyde, Head of LJ Hooker Training Institute, on what he thinks is<br />
crucial to presenting the perfect open home.<br />
Presentation<br />
Recent research has shown 45% of<br />
people attend an open for inspection<br />
of properties similar to their own<br />
before they select an agent. So, while<br />
you might assume you’re showing<br />
through prospective buyers, almost<br />
half could be your future client.<br />
Consistently look your best and be<br />
on your A-game as this could be the<br />
start of a long term relationship with<br />
that person.<br />
Branding<br />
Your branding must be immaculate.<br />
Everything from banners outside<br />
the property, to pointer signage<br />
through to your doormat should be<br />
top condition.<br />
The entrance<br />
In an ideal world, you will have<br />
two agents at the open. One to<br />
welcome guests into the home and<br />
record visitor details, and another<br />
to liaise with attendees, answer<br />
any questions and actively discuss<br />
property attributes.<br />
Property presentation<br />
The perfect home would be light<br />
and airy. By opening doors<br />
throughout the property you are<br />
allowing for fresh airflow and a<br />
smooth transition between rooms.<br />
A home that is presented<br />
immaculately, is an extension of<br />
the agent that is showing it.<br />
Finishing touches<br />
Once the essentials are accounted<br />
for, top agents like to take it a step<br />
further and implement finishing<br />
touches such as water bottles in<br />
summertime, hiring a coffee cart and<br />
offering balloons for the kids.<br />
Upcoming LJ Hooker training available to you – keep an eye on<br />
hub.ljhooker.com/institute for the dates in <strong>2017</strong>!<br />
Presentation, preparation and positivity. These<br />
key words are fundamental to representing your<br />
brand and ability.<br />
Don’t leave the office without…<br />
• A property factsheet: the contract, neighbourhood facts and figures<br />
and also information about key infrastructure in the area.<br />
• Keys! Often owners will not be present at a viewing, or you will have<br />
to lock up a property yourself. Access is imperative.<br />
• Guest register: It is essential that you know who is going in and out<br />
of a property, not only for security, but also for follow-up.<br />
• Signage: Your LJ Hooker welcome doormat and signage along with<br />
recent sales paperwork is fundamental to developing your brand.<br />
• Finishing touches: Some homes may require a little freshen up here<br />
and there so a quick scent spray offers a great touch. Doors stops are<br />
also helpful for creating that light and airy environment and smooth<br />
transition between rooms.<br />
Open for Inspection – the ultimate<br />
relationship building experience<br />
This four-hour workshop<br />
will cover seven key<br />
result areas and best<br />
strategies of our<br />
network’s best property<br />
specialists dominating<br />
market share through<br />
this upcoming workshop.<br />
Open for Inspection<br />
will cover:<br />
• How to maximise our customers<br />
results through seven key result<br />
areas of open homes.<br />
• Property preparation<br />
responsibilities and tips for<br />
conducting open homes.<br />
• Scripts and dialogue to build<br />
rapport and nurture great<br />
relationships.<br />
• Follow-up activities and providing<br />
relevant, frank and timely feedback.<br />
Make Dreams Happen 19
Annual<br />
awards<br />
<strong>2017</strong>.<br />
Night of the Stars<br />
THIS IS OUR NIGHT FOR CELEBRATING<br />
EXCELLENCE. AN OPPORTUNITY TO REMINISCE<br />
ON THE YEAR THAT WAS, PUBLICLY RECOGNISE<br />
OUR TOP PERFORMERS, AND BE GIVEN A TASTE<br />
OF WHAT IS PLANNED FOR THE YEAR AHEAD.<br />
10 June:<br />
Victoria and Tasmania<br />
Grand Hyatt, Melbourne<br />
17 June:<br />
Queensland and Northern<br />
Territory<br />
RACV Royal Pines, Gold Coast<br />
24 June:<br />
South Australia and<br />
Alice Springs<br />
Hilton, Adelaide<br />
1 July:<br />
New South Wales and Australian<br />
Capital Territory<br />
The Star, Sydney<br />
18 July:<br />
Western Australia<br />
The Crown, Perth<br />
There are over 20 different award<br />
categories across all roles within the<br />
organisation, and across all states.<br />
Prizes are awarded to offices as well<br />
as individuals and cover all aspects of<br />
the business.<br />
If you’d like to know more about the<br />
Awards Criteria and see which awards<br />
are open for submissions please visit<br />
the HUB:<br />
hub.ljhooker.com > Training &<br />
Events > Events & Recognition<br />
If you’ve been bestowed an industry or business-related award<br />
recently send us about 50 words on what the award was, why you<br />
achieved it, a high res jpeg with the award and we’ll feature it in<br />
the next edition! Email us at: <strong>inhouse</strong>@ljhooker.com<br />
Put these dates in<br />
your diary now we<br />
have an exciting<br />
night planned for<br />
<strong>2017</strong> that you won’t<br />
want to miss!<br />
20 <strong>inhouse</strong>. // issue <strong>#1</strong>
In the Spotlight<br />
Video Makes Commercial Sense<br />
Video may have killed the radio star, but it’s given new life to commercial real estate,<br />
according to Christopher Mourd, LJ Hooker Head of Commercial.<br />
Residential sales agents and property<br />
managers have for some time been<br />
keen exponents of video for engaging<br />
the market. The multitude of social<br />
media platforms has created a readyassembled<br />
audience. Our social<br />
media feeds are now crammed with<br />
everything from drone flyovers of<br />
stunning waterfront homes, to lifestyle<br />
narratives with more than a touch of<br />
comical flair.<br />
Commercial specialists are swapping<br />
the prestige homesteads for the<br />
spectrum of non-residential property<br />
– everything from warehouses to<br />
strata-office and walk-throughs of<br />
neighbourhood shopping centres.<br />
But commercial agents are valueadding<br />
to their videos. They’re<br />
detailing the leading sales and<br />
leasing results in their marketplaces,<br />
producing quantifiable market<br />
data by themselves or LJ Hooker<br />
Commercial’s research division;<br />
organising key property management<br />
appointments; driving new staff<br />
introductions and more.<br />
Market commentary is as important<br />
as profiling the individual attributes of<br />
properties in commercial real estate<br />
videos. Commercial property clients<br />
– whether they be owner-occupants,<br />
investors, developers or business<br />
operators – seek quantifiable data<br />
to make informed decisions which<br />
de-risk their short, medium and<br />
long-term projections. Commercial<br />
property clients balance everything<br />
from macro-economic outlooks and<br />
tax reforms, to workplace efficiencies,<br />
customer patronage and infrastructure<br />
in deciding their next step.<br />
The engaging nature of video enables<br />
commercial property specialists<br />
to position their and their office’s<br />
capabilities. They may highlight their<br />
activities in asset management or<br />
how they were able to secure a<br />
long-term lease through advising a<br />
landlord on how to re-position their<br />
investment in a shifting economy.<br />
Scroll through a social media feed<br />
and posts supported by imagery –<br />
especially video – attract<br />
true engagement.<br />
Video is a worthy investment to<br />
drive engagement. Sourcing a<br />
professionally developed video<br />
complements the professionalism<br />
of your office – perception is reality.<br />
Embedding graphics, charts and<br />
imagery showcases attention to<br />
detail, quality and pride.<br />
If you’re looking to<br />
produce a video on the<br />
latest smartphone,<br />
consider these tips:<br />
Shoot horizontal.<br />
Hold the smartphone in landscape<br />
fashion. Through television, we’ve<br />
been trained to absorb information<br />
in this manner.<br />
Film close.<br />
Be within three to four feet of<br />
the person being interviewed for<br />
both visual quality and audio.<br />
Being unable to hear someone<br />
being filmed is an easy way to<br />
turn off viewers.<br />
Hold steady.<br />
If you don’t have a tripod, get<br />
your ‘videographer’ to practice<br />
holding the smart phone very<br />
steady. Keeping your elbows at<br />
an equal distance apart helps<br />
achieve this. And don’t zoom in!<br />
Make Dreams Happen 21
In the Spotlight<br />
Meet Your Council<br />
The LJ Hooker Franchise Owners Council has been providing a voice<br />
for members since 1990.<br />
Fast forward to today and we have<br />
one of the strongest relationships<br />
between Franchisor and the<br />
Franchisees of any real estate brand,<br />
thanks to the work of councillors past<br />
and present.<br />
The Council’s mandate is to<br />
represent, protect and advance the<br />
rights and interests of members.<br />
It is important that everyone in the<br />
LJ Hooker family understands the<br />
role your Council plays with<br />
collaboration on decisions affecting<br />
the LJ Hooker Brand in a significant<br />
number of areas.<br />
Council representatives give members<br />
a real voice in every aspect of<br />
LJ Hooker’s operations. Council<br />
has direct access to executive<br />
management and two Council<br />
members sit on the LJ Hooker<br />
Franchising Limited Board.<br />
There are eleven councillors in all,<br />
each representing a geographic area<br />
and each with portfolio responsibilities.<br />
Portfolio areas include Marketing,<br />
Technology, Training, Insurance,<br />
Commercial, Property Management,<br />
Auctions, PR / FIRE, Customer<br />
Experience, Ancillary Services,<br />
Industry Issues, MyLJHooker and<br />
many other areas of concern and<br />
interest to LJ Hooker franchisees.<br />
The Council has been a driver in<br />
many initiatives within LJ Hooker<br />
including MYLJHooker, the Coverforce<br />
Professional Indemnity and Business<br />
Insurance offer, the establishment of<br />
the LJ Hooker Foundation and<br />
even this very magazine.<br />
While we are all keen and excited<br />
about the future of LJ Hooker and<br />
believe in the direction the company<br />
is taking, if you have any concerns<br />
or issues that you feel Corporate<br />
have not properly addressed, be it<br />
big picture problems, or something<br />
very local to you, please talk to your<br />
Councillor, we can help.<br />
You can find the contact<br />
details of the current<br />
councillors at our website<br />
www.ljhfoc.com.<br />
Make a note of your councillor – put<br />
their details into your phone – you<br />
never know when you will need to<br />
contact them. We are your voice; we<br />
can help you be heard.<br />
Not a<br />
member?<br />
A large membership base gives strength and<br />
greater validity to the work of the Franchise Owners<br />
Council. Equally, membership gives you a voice.<br />
If you ever feel that you are not being heard by the<br />
Franchisor, your Council representative is someone<br />
you can discuss any issue with. As our Franchise group<br />
goes through changing and challenging times, a voice<br />
in the future of LJ Hooker is a privilege of membership.<br />
Membership also brings rewards such as:<br />
• Quality, discounted insurance products<br />
• Unbiased regular newsletters on what is<br />
happening within LJ Hooker<br />
• Participation in surveys<br />
If you’re interested, you can join at<br />
www.ljhfoc.com<br />
22 <strong>inhouse</strong>. // issue <strong>#1</strong>
In the Spotlight<br />
LJ Hooker Home Loans<br />
How teamwork creates income opportunities for real estate.<br />
We are often looking for new and<br />
inventive ways to create value added<br />
in our business. We have to look at<br />
diversifying what we offer customers<br />
in order to grow with the social trends<br />
affecting our industry.<br />
In conjunction with a number of QLD<br />
real estate offices, Debbie Hutchings<br />
of LJ Hooker Home Loans Sunshine<br />
Coast, with the aid of John Farren-<br />
Price from our QLD Corporate team,<br />
have been doing outstanding work<br />
in meeting the needs of a growing<br />
customer segment.<br />
Sometimes, a customer’s ability to<br />
sell, hold, or buy property can come<br />
down to more complex decisions<br />
that involve tax issues, legal matters,<br />
and asset ownership. Our ability to<br />
add value around those decisions is<br />
important – via education and links to<br />
outside professionals.<br />
A key growing market segment<br />
is self-managed super funds, and<br />
in particular those people wanting to<br />
invest part of their super funds<br />
in property.<br />
For background, an SMSF allows<br />
your customers to buy and hold<br />
investment properties that would not<br />
have been available under a traditional<br />
lending or ownership structure. A<br />
customer or SMSF’s ability to do this<br />
may be the driving force to make<br />
property decisions that can have a<br />
positive impact on your business. And<br />
the beauty is, you don’t need to be<br />
the expert! By simply knowing your<br />
office can offer this lending service via<br />
LJ Hooker Home Loans, can open up<br />
numerous opportunities.<br />
“SMSF sometimes gives your<br />
customers a reason to buy”, says<br />
John. “You can offer your customers<br />
a number of different opportunities<br />
such as information nights educating<br />
them on the merits of SMSF and<br />
supporting them in their next step to<br />
investing. It is a relatively untapped<br />
market so this is a huge opportunity<br />
for both agents and customers.”<br />
By combining your selling power<br />
along with the merits of the LJ Hooker<br />
Home Loans service and product,<br />
you can work together to be your<br />
customers’ one-stop shop.<br />
“SMSF sometimes gives your customers a reason to buy”<br />
“What the public are loving most<br />
about this product is the concept<br />
of being able to take charge of your<br />
own superannuation and having<br />
more say as to where it goes. If you<br />
like property more than shares, then<br />
the trustee can spread around their<br />
investments however they wish,” says<br />
John. “Not only that, SMSF is highly<br />
scrutinised by the relevant authorities,<br />
so lowered risk is definitely a big plus<br />
in most customer’s minds.”<br />
“One of the things that we love<br />
about SMSF is purely that it gives<br />
our customers even more options<br />
than they had before, which<br />
increases their buying potential<br />
exponentially. If you can tell your<br />
customer in basic terms about<br />
SMSF borrowing availability, and<br />
they haven’t heard about this option<br />
before, you’re going to be at the<br />
forefront of their mind when they<br />
do go to purchase a property,”<br />
says Debbie.<br />
If you’re interested in knowing more<br />
about SMSF borrowing including the<br />
unique LJ Hooker branded product,<br />
speak with your local LJ Hooker Home<br />
Loans Lending Specialist, or ask your<br />
Network Performance Manger to set<br />
up office training for you.<br />
Make Dreams Happen 23
In the Spotlight<br />
10 Promises Every Property Manager<br />
Should Make<br />
Every property management team should have a list of best practice promises to<br />
motivate high standards of customer experience says Amy Sanderson, Head of<br />
Property Investment Management at LJ Hooker. These standards should be set<br />
with a minimum delivery level that you as a customer would expect. Put yourself<br />
in your customers’ shoes!.<br />
Best Practice Considerations<br />
When workshopping<br />
your promises, consider<br />
these areas:<br />
Communication<br />
This should be your number one<br />
priority above all other things. Aim to<br />
respond to all customers within a 24-<br />
hour period. If we look at the cause<br />
of complaints that agents receive, it<br />
nearly always comes down to poor<br />
communication.<br />
24/7 Online Access<br />
Property information, including<br />
statements, ideally will be accessible<br />
online. This offers customers<br />
transparency, even if simply viewing<br />
their transactions, it creates an<br />
ongoing working relationship and in<br />
the long-run less running about on<br />
your end.<br />
Inspections<br />
Within the tenancy agreement,<br />
we promise that we will conduct a<br />
certain number of inspections within<br />
a specifi ed period. When we do not<br />
uphold our agency agreement, we<br />
open the door to serious liability.<br />
There have been cases where<br />
compensation claims have been<br />
upheld due to improper or infrequent<br />
inspections in addition to back-pay of<br />
agent fees.<br />
Renewals<br />
This is incredibly important in<br />
particular to investor customers. Many<br />
insurance policies are considered<br />
void if the lease is not current, or on<br />
a month-to-month basis. Renewals<br />
must be forwarded to the owner in<br />
good time and let them know about<br />
possible insurance invalidation should<br />
they not make a timely decision.<br />
References<br />
Aim to turnaround all tenant<br />
references within one working day<br />
of receipt. If you cannot get hold of<br />
references and have left messages,<br />
let your potential tenant know so that<br />
they can also follow up on their end.<br />
Leg work can be done by both parties<br />
to ensure a house isn’t left empty and<br />
costing the investor money.<br />
What happens if you<br />
don’t follow through?<br />
Internally, there are many things you<br />
can do to ensure that promises are<br />
fulfi lled and appropriate action, if not.<br />
Some agents may be able to offer<br />
lower management fees, but instead,<br />
you can offer them a guarantee. If<br />
you do not return a customer’s phone<br />
call within a 24-hour period, you can<br />
manage their property for the next<br />
three months free of charge. In order<br />
to do this, you can pay your teams<br />
incentives based on the activities that<br />
they do well and debit them when<br />
they do not.<br />
Make these<br />
promises to yourself!<br />
Your offices’ best practice promises<br />
should be made to investors and<br />
tenants, but also to your team,<br />
below are some promises to get<br />
you started and remember you can<br />
adapt to suit your marketplace<br />
1 Treat clients, customers<br />
and colleagues with<br />
unconditional respect<br />
2 Remain positive and<br />
enthusiastic in everything<br />
you undertake<br />
3 Take personal pride in<br />
everything that you do<br />
4 Do what is best for your<br />
clients and customers, not<br />
what is best for you<br />
5 Network with everyone you<br />
meet; let people know what<br />
we do<br />
6 Share your knowledge and<br />
success; we all grow and<br />
learn from each other<br />
7 Never compromise on ethics<br />
or integrity<br />
8 Never take family or friends for<br />
granted for the sake of business<br />
9 Enjoy life, family, friends, work<br />
and make time to have fun<br />
Remember: “Never make a promise you cannot keep”<br />
10 Make dreams happen<br />
Amy Sanderson has created an exhaustive list on how to go above and beyond as a property manager.<br />
For more information, please visit hub.ljhooker.com/PIM/BusinessDevelopment/Pages/CX-Promises<br />
24 <strong>inhouse</strong>. // issue <strong>#1</strong>
Length of<br />
service.<br />
September<br />
October<br />
November<br />
Celebrating our people who have<br />
been with us for 5, 10, 15, 21 or 30 years<br />
or more. Thank you for your dedication<br />
and loyalty to LJ Hooker.<br />
30 years<br />
service<br />
Admiral Bill Malouf<br />
LJ Hooker Double Bay<br />
Make Dreams Happen 25
Length of<br />
service.<br />
September<br />
October<br />
November<br />
21 Club New Members<br />
Michael Cruickshanks<br />
LJ Hooker Singleton<br />
Tim Wease<br />
LJ Hooker Woodford / Kilcoy<br />
Sheila Fitzgerald<br />
LJ Hooker Mooroolbark<br />
Rhonda Graham<br />
LJ Hooker Cleveland<br />
Richard Nicholas<br />
LJ Hooker Mooroolbark<br />
Captain Gail Tuxworth<br />
LJ Hooker Alice Springs<br />
15 Years’ Service<br />
Peter Argyriou<br />
LJ Hooker Oakleigh<br />
Alex Bell<br />
LJ Hooker Kangaroo Point<br />
Wendy Bell<br />
LJ Hooker Kangaroo Point<br />
Captain Ty Blanch<br />
LJ Hooker Commercial Central Coast<br />
Kerry Brown<br />
LJ Hooker Mount Gravatt<br />
Marc Crisafulli<br />
LJ Hooker Ashfi eld<br />
Captain John Dahdah<br />
LJ Hooker City Residential Parramatta<br />
Captain Kaylene King<br />
LJ Hooker Canberra City<br />
Paul Morgan<br />
LJ Hooker Mount Gravatt<br />
Captain Jonathon Olsen<br />
LJ Hooker Bundaberg<br />
Chris Reynolds<br />
LJ Hooker Crows Nest<br />
Captain Tim Russell<br />
LJ Hooker Kaleen<br />
Mike Smith<br />
LJ Hooker Gayndah<br />
Captain Andrew Welch<br />
LJ Hooker Kensington<br />
26 <strong>inhouse</strong>. // issue <strong>#1</strong>
Length of Service<br />
Rochelle Smyth<br />
LJ Hooker Manuka<br />
Phyllia Vagerakas<br />
LJ Hooker Brighton-Le-Sands<br />
Vanessa Webb<br />
LJ Hooker Annerley | Yeronga<br />
Captain John White<br />
LJ Hooker Woodville<br />
10 Years’ Service<br />
Captain Andrea Bailey<br />
LJ Hooker New Farm<br />
Captain Nicole Boddis<br />
LJ Hooker Twin Waters<br />
John Boyd<br />
LJ Hooker Whitsunday<br />
Trish Bretland<br />
LJ Hooker Toronto<br />
Paula Devine<br />
LJ Hooker Townsville<br />
Margarita Foscolos<br />
LJ Hooker Mirrabooka<br />
Christine Gold<br />
LJ Hooker Operations Centre NSW<br />
Brett Greensill<br />
LJ Hooker New Farm<br />
Captain Craig Hailes<br />
LJ Hooker Wingham<br />
Captain Chris Hubka<br />
LJ Hooker Algester<br />
Captain Jade Hubka<br />
LJ Hooker Algester<br />
Craig Hyde<br />
LJ Hooker Albion Park Rail<br />
Teressa Lindsay<br />
LJ Hooker Cleveland<br />
Michelle Moore<br />
LJ Hooker Operations Centre NSW<br />
Captain Unity Naismith<br />
LJ Hooker Sussex Inlet<br />
Captain Grant Ormrod<br />
LJ Hooker Twin Waters<br />
Brad Randahl<br />
LJ Hooker Orange<br />
Sharon Smith<br />
LJ Hooker City Residential Perth<br />
Captain Dusko Vasileski<br />
LJ Hooker Warrawong<br />
5 Years’ Service<br />
Captain Angela Adams<br />
LJ Hooker Kingscliff<br />
Brodie Agnew<br />
LJ Hooker Gungahlin<br />
Marnie Austin<br />
LJ Hooker Seaford<br />
Hanna Ballantyne<br />
LJ Hooker Victoria Park<br />
Robert Bates<br />
LJ Hooker Burpengary<br />
Captain Jennifer Bradney<br />
LJ Hooker Brisbane West<br />
Captain Anthony Bucca<br />
LJ Hooker Leppington<br />
Kate Buxton<br />
LJ Hooker Pakenham<br />
Hannah Carney<br />
LJ Hooker Freshwater<br />
Captain Michael Cavagnino<br />
LJ Hooker Leppington<br />
Kristeen Chiesa<br />
LJ Hooker Kangaroo Point<br />
Jackson Chow<br />
LJ Hooker Sunnybank Hills<br />
Captain Steven Cirillo<br />
LJ Hooker Padstow<br />
Captain Kylie Creech<br />
LJ Hooker Ulladulla<br />
Louis De Jager<br />
LJ Hooker Coorparoo<br />
Tom Devlin<br />
LJ Hooker Inverell<br />
Yuliana Douvntzidis<br />
LJ Hooker Walkerville | Modbury<br />
Nico Dowding<br />
LJ Hooker Rockingham<br />
Vicky Gale<br />
LJ Hooker Craigmore | Elizabeth<br />
Rick Graham<br />
LJ Hooker Commercial Gold Coast<br />
Terry Granger<br />
LJ Hooker Kalamunda | Foothills<br />
Anna Grocke<br />
LJ Hooker Berri<br />
Dzena Habib<br />
LJ Hooker Sunnybank Hills<br />
Shannon Hammersley-Alderson<br />
LJ Hooker Operations Centre VIC<br />
Scott Harrison<br />
LJ Hooker Walkeville | Modbury<br />
Tatjana Hearsey<br />
LJ Hooker Burpengary<br />
Amanda Hollinshead<br />
LJ Hooker Woolgoolga<br />
Nikki Holbrook<br />
LJ Hooker Craigmore | Elizabeth<br />
George Howard<br />
LJ Hooker Blackwood<br />
Dilan Karakas<br />
LJ Hooker Dandenong<br />
Miriam Kelly<br />
LJ Hooker Commercial Central Coast<br />
Mark Lake<br />
LJ Hooker Townsville<br />
Bianca Langham<br />
LJ Hooker Glenelg<br />
Joshua Lockwood<br />
LJ Hooker Stirling<br />
Cassandra Lowenhoff<br />
LJ Hooker Midland<br />
Richard Lowenhoff<br />
LJ Hooker Midland<br />
Emily Mayrhofer<br />
LJ Hooker Wyong<br />
Captain Emma Newell<br />
LJ Hooker Taree<br />
Jen Orlando<br />
LJ Hooker Boronia<br />
Gabrielle Overton<br />
LJ Hooker Unley<br />
Mark Pardi<br />
LJ Hooker Commercial Blacktown<br />
Captain Robert Paridis<br />
LJ Hooker Bondi Junction<br />
Captain Mark Peel<br />
LJ Hooker Woolgoolga<br />
Rachel Pratt<br />
LJ Hooker Mandurah<br />
Jo Quarmby<br />
LJ Hooker Kaleen<br />
Captain Kerrie Robertson<br />
LJ Hooker Lane Cove<br />
Peter Romano<br />
LJ Hooker Conveyancing ACT<br />
Oliver Rosati<br />
LJ Hooker Crows Nest<br />
Lynette Rule<br />
LJ Hooker Burpengary<br />
Amy Sanderson<br />
LJ Hooker Operations Centre NSW<br />
Andrew Satsia<br />
LJ Hooker Conveyancing ACT<br />
Captain Stephen Sheppard<br />
LJ Hooker Cleveland<br />
Darren Skuse<br />
LJ Hooker Cairns Marlin Coast<br />
Neville Smith<br />
LJ Hooker Urunga<br />
Captain Dave Tompkins<br />
LJ Hooker Woolgoolga<br />
David Tonks<br />
LJ Hooker Mount Barker<br />
Kristy Tuddenham<br />
LJ Hooker Bowral<br />
Paula Valmadre<br />
LJ Hooker Home Loans Tropical North<br />
QLD<br />
Robyn Wakefield<br />
LJ Hooker Cairns South<br />
Captain Craig Webber<br />
LJ Hooker Coffs Harbour<br />
Mel Wood<br />
LJ Hooker Cleveland<br />
Emma Woodley<br />
LJ Hooker Woodcroft<br />
Simon Zaglas<br />
LJ Hooker Bondi Junction<br />
Make Dreams Happen 27
Market<br />
to<br />
market.<br />
Community Based Marketing<br />
The crowd getting social at<br />
LJ Hooker Twilight.<br />
LJ Hooker Twilight<br />
LJ Hooker Stanhope<br />
Gardens and LJ Hooker<br />
Kellyville<br />
For years, LJ Hooker Kellyville and<br />
LJ Hooker Stanhope Gardens have<br />
been advocates and significant<br />
supporters of Cystic Fibrosis<br />
Foundation. Each year an event has<br />
been held, joining the team together<br />
to raise charitable donations and<br />
awareness for this worthy cause. In<br />
2016, the largest event in our history<br />
was hosted with over 6,500 locals<br />
attending the first ever LJ Hooker<br />
Twilight night, which consisted of food<br />
trucks, market stalls and a free family<br />
twilight movie.<br />
Lots of fun at the LJ Hooker Stirling<br />
registration tent for their annual golf day<br />
Family fun day<br />
LJ Hooker Drysdale<br />
The team at LJ Hooker Drysdale<br />
love getting involved in the family fun<br />
day, held at The Potato Shed Drysdale<br />
each year. We sponsor the animal<br />
nursery and set up our<br />
LJ Hooker marque right next<br />
door. While the kids have a chance to<br />
spend time with the animals, our agents<br />
can easily engage with their parents.<br />
The paddock is ablaze with<br />
LJ Hooker helium balloons and the<br />
kids get a great sugar hit from the<br />
LJ Hooker jelly beans! We always<br />
run out! It’s a great chance to collect<br />
names as over 7,000 people attend<br />
this free community event – and it<br />
leads to appraisals!<br />
The LJ Hooker Drysdale team of Trevor<br />
McManus, Alastair Thomson, Caroline<br />
Rickard and Holly Gay at the Family Fun Day.<br />
Annual golf day<br />
LJ Hooker Stirling<br />
Our annual LJ Hooker Stirling golf<br />
day is held at the Stirling Golf Club<br />
supporting Beyond Blue. This charity<br />
was chosen as many of our team<br />
and customers have friends and<br />
family who have been affected by<br />
depression and mental health<br />
Last year, the golf day reached record<br />
numbers and over $4,000 was raised<br />
and presented to Beyond Blue.<br />
LJ Hooker Stirling always looks<br />
Biggest morning tea<br />
LJ Hooker Mandurah<br />
In May, LJ Hooker Mandurah<br />
participated in ‘Australia’s Biggest<br />
Morning Tea’ to help the Cancer<br />
Council WA raise funds for cancer<br />
prevention and research.<br />
Activities included a door prize,<br />
raffle and a special appearance by<br />
Mr Hooker Bear. Local businesses<br />
were encouraged to get involved by<br />
donating raffle items or a food plate.<br />
Customer feedback was extremely<br />
positive with over $1,500 being raised<br />
for Cancer Council WA and lots of<br />
great feedback on social media.<br />
LJ Hooker Mandurah’s<br />
Biggest Morning Tea.<br />
to include community sponsors<br />
including local wineries, local<br />
businesses and local residents to<br />
be involved. Money is raised from<br />
auctioning items generously donated<br />
by the community.<br />
Mr Hooker Bear was present at the<br />
sausage sizzle before the game,<br />
socialising with players and the<br />
LJ Hooker Marquee was used for<br />
the registration tent. Each player<br />
received a goodie bags and<br />
LJ Hooker branded bottle of wine.<br />
28 <strong>inhouse</strong>. // issue <strong>#1</strong>
Calamvale carnival<br />
LJ Hooker Algester<br />
The award winning Calamvale<br />
Carnival earned the prestigious<br />
2014 Brisbane Lord Mayors<br />
Community Event of the Year,<br />
making it one of Brisbane’s<br />
premiere festivals.<br />
For a number of years, we have<br />
been a gold sponsor for this amazing<br />
community event. The team at<br />
LJ Hooker Algester provide not only<br />
financial support for this event but<br />
team members also spend the day<br />
engaging with the community by<br />
volunteering in the ticket booths, food<br />
stalls and the selling of raffle tickets.<br />
LJ Hooker Algester centre stage<br />
at the Calamvale Carnival<br />
As a result of our involvement, our<br />
brand name has gained exposure to<br />
over 20,000 community members<br />
attending this well regarded event.<br />
Cessnock chops on!<br />
LJ Hooker Cessnock<br />
LJ Hooker Cessnock was the major<br />
sponsor for the local wood chopping<br />
event, where we wanted to bring<br />
back a great occasion and showcase<br />
the skills and strength of the<br />
woodchoppers to the local kids.<br />
More than 7,000 people attended,<br />
with our team on site donating their<br />
time to ensure the day’s smooth<br />
running. It was great to have Mr<br />
Hooker Bear interacting with the<br />
community. He is well known within<br />
our community and always a great<br />
way to bring joy and happiness as<br />
well as brand awareness, office<br />
profiling and marketing exposure.<br />
The team from LJ Hooker Wingham enjoying cinema under the stars.<br />
Cinema under the stars<br />
LJ Hooker Wingham<br />
LJ Hooker Wingham recently hosted<br />
a “Cinema Under the Stars” in the<br />
town’s Central Park. The free event<br />
was open to the whole community<br />
with personal invitations passed on<br />
to all current clients. The night was<br />
hugely successful, with somewhere<br />
between 450 and 500 people filling<br />
the town green. For a small country<br />
town, the turn out far exceeded<br />
everyone’s expectations and all<br />
feedback received has been great.<br />
Our presence and reach on social<br />
media grew dramatically during the<br />
lead up to the event and after with<br />
people sharing the details of our<br />
event, photos and memories from<br />
the night.<br />
Mr Hooker Bear making friends at the<br />
Cessnock wood chop event<br />
LJ Hooker Foundation<br />
The recent launch of the LJ Hooker Foundation<br />
presents a prime opportunity for our offices<br />
to connect with their communities in new and<br />
exciting ways for our charity partners Humpty<br />
Dumpty Foundation and Cystic Fibrosis Australia.<br />
For more information please visit:<br />
hub>resources>campaigncentre>foundation<br />
Please send us your community-based marketing<br />
achievements for consideration in Market to Market<br />
to <strong>inhouse</strong>@ljhooker.com.<br />
Make Dreams Happen 29
Wel<br />
come.<br />
New LJ Hooker<br />
Office Openings<br />
It’s been a busy year at LJ Hooker with the doors opening<br />
for the first time to a number of new offices around the<br />
country, reflecting the momentum of the LJ Hooker<br />
network in both metropolitan and regional areas.<br />
Welcome to the family!<br />
LJ Hooker Medowie<br />
New South Wales<br />
LJ Hooker North Haven |<br />
Port Adelaide<br />
South Australia<br />
LJ Hooker Canterbury<br />
New South Wales<br />
LJ Hooker Gatton<br />
Queensland<br />
LJ Hooker Macksville<br />
New South Wales<br />
LJ Hooker Ellenbrook<br />
Western Australia<br />
LJ Hooker Strata ACT<br />
Australian Capital Territory<br />
LJ Hooker Commercial<br />
Canterbury<br />
New South Wales<br />
LJ Hooker Banyo<br />
Queensland<br />
LJ Hooker Woden<br />
Australian Capital Territory<br />
LJ Hooker Tuggeranong<br />
Australian Capital Territory<br />
LJ Hooker Commercial<br />
North West<br />
New South Wales<br />
LJ Hooker Mittagong<br />
New South Wales<br />
LJ Hooker City North | Carlton<br />
Victoria<br />
LJ Hooker Paddington<br />
Queensland<br />
LJ Hooker Banyo, QLD<br />
LJ Hooker Tuggeranong, ACT<br />
LJ Hooker Commercial North West, NSW<br />
LJ Hooker City North | Carlton, VIC<br />
LJ Hooker Woden, ACT<br />
LJ Hooker Canterbury, NSW<br />
LJ Hooker Mittagong, NSW<br />
LJ Hooker Paddington, QLD<br />
Developing our expansion pipeline is a signifi cant, ongoing focus. If you are looking to open another<br />
LJ Hooker offi ce, acquire a rent roll or succession plan contact joinus@ljhooker.com<br />
30 <strong>inhouse</strong>. // issue <strong>#1</strong>
In the Spotlight<br />
10 Ways to WOW Your Customers<br />
Today’s customers are in the driver’s seat, says Leanne Howard, LJ Hooker<br />
Head of Customer Experience. They are knowledgeable, connected and have<br />
expectations that their experience will be five-star.<br />
At LJ Hooker, we have shifted our<br />
focus to ensuring our customer<br />
needs are met and often exceeded,<br />
promises are kept, communication<br />
is frequent and transparent, and<br />
every touchpoint of their journey with<br />
LJ Hooker is a positive, memorable<br />
experience.<br />
One of the many initiatives taken<br />
up by the LJ Hooker Customer<br />
Experience (CX) team to help our<br />
offices provide standout customer<br />
experiences is an in-depth study into<br />
how our top offices are wowing our<br />
customers and keeping them for life.<br />
These are just a few of the<br />
good strategies some of our<br />
offices have implemented.<br />
1. First impressions<br />
Ensure a customer-centric culture<br />
is in place. Always be immaculate<br />
in your presentation and aim to<br />
be approachable and of course,<br />
contactable, at all times.<br />
Wow factor: Create a café culture<br />
within your office. On arrival in your<br />
office for an appointment, offer<br />
customers a beverage menu (tea,<br />
coffee, juice, soft drinks) with some<br />
biscuits to complement.<br />
2. Communication<br />
Excellent communication is the start<br />
of great customer service. Always be<br />
open and honest and communicate<br />
regularly. Automate communication<br />
where possible.<br />
Wow factor: Adopt a ‘customer<br />
for life’ program by proactively<br />
managing your CRM system to<br />
contact both past and current<br />
customers. Establish minimum<br />
points of contact per year with each<br />
customer e.g. send market update<br />
report, anniversary card, Christmas<br />
and New Year card.<br />
3. Appraisal<br />
Sales agents should be impeccably<br />
dressed, professional and come<br />
armed with knowledge about the<br />
process of getting the house to sale.<br />
By way of confirmation, send them a<br />
quick e-message via email or SMS.<br />
Wow factor: Add a video testimonial<br />
(on DVD or USB stick) with your<br />
digital pre-list kit sent in advance of<br />
an appraisal appointment..<br />
4. Listing<br />
Sales agents should call the vendor<br />
to express gratitude for their<br />
business. Send a thank you letter<br />
on behalf of the FO, sales agent,<br />
and CX Champion.<br />
Wow factor: Organise a listing<br />
gift to vendor such as a beautiful<br />
bottle of red, Moet champagne<br />
or high-quality chocolate truffles<br />
(Suggested value: up to $60).<br />
5. Marketing<br />
Explain the marketing process,<br />
administration, timelines, and<br />
preparation of documents.<br />
Wow factor: Run a ‘Spin to Win’<br />
marketing campaign which gives<br />
vendors the opportunity to win<br />
back their entire real estate fee<br />
(capped at a certain value). Ask us<br />
for more details.<br />
6. Open for inspection<br />
Sales agents arrive early to check<br />
property is ready. Conduct at least<br />
two OFI’s (one mid-week and a<br />
Saturday inspection).<br />
Wow factor: Arrange a beautiful<br />
bouquet of flowers for vendor’s first<br />
open home (Suggested value: $50).<br />
32 <strong>inhouse</strong>. // issue <strong>#1</strong>
What do your<br />
customers say<br />
about you?<br />
These two LJ Hooker offices<br />
produce CX champions by<br />
continuously wowing their<br />
customer. Use our wow<br />
factors to create raving fans!<br />
7. Exchange and settlement<br />
All offers should be considered and<br />
presented to the vendor.<br />
Wow factor: FREE home settlement<br />
insurance cover offered to buyer from<br />
LJ Hooker Assist and Qantas Frequent<br />
Flyer points offered to vendor based<br />
on vendor agreement signed.<br />
8. Congratulate<br />
Sales agents send a congratulations/<br />
settlement letter to the vendor and<br />
buyer, signed by FO, sales agents,<br />
and CX Champion.<br />
Wow factor: Organises both<br />
settlement gifts to vendor and<br />
buyer. There are many gift options<br />
depending on budget. The gift<br />
could be scaled to the value of the<br />
home. For example, a beautifully<br />
presented gift basket/hamper for<br />
first night or beautifully packaged<br />
towels and bathrobes (Suggested<br />
value: $150-$500).<br />
9. Key Presentation<br />
Delight your new home owners with<br />
the presentation of the keys in a<br />
memorable way.<br />
Wow factor: Present keys and<br />
LJ Hooker Bear in a beautifully<br />
packaged gift basket/hamper<br />
and present to new homeowners<br />
on arrival to your office, with the<br />
presence and applause of the entire<br />
team. Go one step further and make<br />
an announcement on your LED<br />
screen such as “Congratulations Mr<br />
& Mrs Smith on your new home.”<br />
10. Reward Loyalty<br />
Reward your happy customers<br />
who have referred you to friends<br />
and family.<br />
Wow factor: Implement a referral<br />
reward program by offering a<br />
prepaid visa card (suggested value:<br />
$500) To qualify for the visa card,<br />
friends and family must have listed<br />
and sold with you.<br />
“We would highly recommend<br />
Danny and Kylie from LJ Hooker<br />
Redcliffe. Danny Mailer was<br />
recommended to us by a friend<br />
who had recently sold with him.<br />
We were unsure about the auction<br />
process at first, but Danny and<br />
Kylie assured us that it would be<br />
the best way to sell our home.<br />
Their professionalism, marketing,<br />
communication, and friendliness<br />
were outstanding. We achieved<br />
a fantastic result because of their<br />
hard work.”<br />
Gary Taylor (vendor)<br />
LJ Hooker Redcliffe, QLD<br />
“Rachel does everything she can to<br />
attain the best result for the vendor.<br />
She is very helpful, caring and<br />
experienced. Most of all she is very<br />
positive and persistent. She never<br />
gives up even when things don't<br />
look so promising. We weren't able<br />
to obtain the price we originally had<br />
in mind, but we probably got the<br />
best possible result for the current<br />
market.”<br />
Gwendoline Patricia Wright<br />
(vendor)<br />
LJ Hooker Geelong, VIC<br />
If you enjoy these tips, be sure<br />
to read our monthly Customer<br />
Connect eNewsletter for more<br />
great ideas or go to the HUB to<br />
find current and recent issues.<br />
Make Dreams Happen 33
Around the<br />
grounds.<br />
All the best news and social events<br />
from the network this quarter.<br />
1<br />
2<br />
1. Cells come together to power<br />
new PIM listings<br />
Earlier in the year, the Brisbane Southern Queensland<br />
and Brisbane Inner North cells ran a three-month property<br />
management campaign to generate new property<br />
managements. It was a very successful campaign,<br />
which saw about 200 new managements signed by the<br />
involved offi ces!<br />
3<br />
2. The LJ Hooker ‘Big Red Bow’ adds a wow!<br />
The Big Red Bow was introduced into the merchandise range<br />
early this year and it’s been adding that extra wow factor for<br />
our new home owners. Would you like to put a fi nishing touch<br />
to the next property you sell?<br />
For more information please visit<br />
hub.ljhooker.com > Corner Shop<br />
3. Branded storage and moving boxes<br />
The Gold Coast Cell coordinated branded moving boxes<br />
for their offi ces to provide another level of service and ‘wow’<br />
factor. At LJ Hooker Pacifi c Pines, all customers are provided<br />
boxes to help them move their belongings. They are also<br />
available to the public for purchase with proceeds going<br />
to charity.<br />
4<br />
4. Who doesn’t love a FREE coffee?!<br />
Throughout the year we have had many request for coffee<br />
‘gift cards’. LJ Hooker Willoughby | Artarmon and LJ Hooker<br />
Noble Park offi ces are successfully running their very own<br />
program to provide potential customers with a coffee ‘on the<br />
house’! Like what you see? Team up with your local coffee<br />
shop and start a relationship that could lead to a referral.<br />
Please ensure you have permission from your local coffee<br />
shop to use their logo.<br />
34 <strong>inhouse</strong>. //<br />
issue <strong>#1</strong><br />
34 <strong>inhouse</strong>. // issue <strong>#1</strong>
5<br />
6<br />
7<br />
8<br />
5. Ultimate exposure<br />
Outdoor advertising can provide an ideal medium to leave<br />
a memorable impression or deliver a punchy message to a<br />
mass audience. Captain Vivian Yap of LJ Hooker Claremont<br />
‘owns’ the real estate space in her local market promoting<br />
her brand to thousands of people on a daily basis with her<br />
very own billboard. A billboard was also installed on a busy<br />
road in Melbourne recently leveraging our ‘Make dreams<br />
happen’ campaign.<br />
6. Welcome to the neighbourhood!<br />
LJ Hooker Belmont has begun providing informative booklets<br />
to new residents in the local community containing emergency<br />
contacts, medical centres, local school, eating out, sporting<br />
facilities, council services, vouchers and a lot more.<br />
The LJ Hooker Belmont know that a community is much<br />
more than the houses within it. It’s the spirit you fi nd there that<br />
makes our area feel like home. Great work team!<br />
7. It’s show time!<br />
The Royal Hobart Show was held in late October and<br />
LJ Hooker Glenorchy was there in full force with a stand<br />
cleverly featuring a colouring in competition and jelly beans for<br />
the kids, so mums and dads could relax and talk real estate<br />
with our agents.<br />
8. Christmas cell marketing<br />
With the Christmas just around the corner now is the time<br />
to start planning and booking your Christmas advertising.<br />
For inspiration here are a few past cell marketing ads.<br />
Please send us your news and social events<br />
for consideration in Around the Grounds to:<br />
<strong>inhouse</strong>@ljhooker.com<br />
Make Dreams Happen 35
in view.<br />
Kylie Davis is the Head of<br />
Marketing at CoreLogic<br />
Certainly, many property buyers feel this way when<br />
dealing with real estate agents, according to the new<br />
Buyer Perceptions of Real Estate report from CoreLogic.<br />
The survey identified<br />
that the stereotype of<br />
the white-shoe clad,<br />
untrustworthy smoothtalkers<br />
is strongest<br />
amongst buyers (rather<br />
than sellers), and<br />
especially amongst those<br />
who are yet to find their<br />
dream property.<br />
The new report identifi es that<br />
while the proportion of negative<br />
experiences is fairly even for both<br />
vendors and buyers; buyers are<br />
more likely to have an average<br />
experience with real estate agents.<br />
The report shows that while 33 per<br />
cent of vendors rated their real estate<br />
experience as excellent, only 14 per<br />
cent of buyers felt it deserved such<br />
a ranking.<br />
36 <strong>inhouse</strong>. // issue <strong>#1</strong><br />
There is an old saying<br />
that when a service is<br />
free, it’s probably worth the<br />
amount you’re<br />
paying - nothing.<br />
Agents who seek to defend or<br />
propagate opaque methods are<br />
most likely to be labelled poor or<br />
disastrous by buyers. While many<br />
agents think they are playing it clever,<br />
the report shows they are the ones<br />
losing the long game. Only 25 per<br />
cent of buyers expect to stay in touch<br />
with the agent they bought from, and<br />
only 57 per cent would recommend<br />
their agent to friends of family.<br />
Equally, the survey reveals the<br />
opportunity agents have every time<br />
they hold an open for inspection.<br />
When an agent delivers a quality<br />
service to a buyer, three things<br />
happen – they are extraordinarily<br />
grateful, they become a client for<br />
life and they tell all their friends.<br />
This makes buyer-care one of the<br />
most powerful and affordable – yet<br />
undervalued assets - any real estate<br />
agent can own.<br />
Key statistics<br />
• 58 per cent of buyers rated their<br />
experience of buying a home as<br />
positive but just 14 per cent said it<br />
was excellent.<br />
• 33 per cent of buyers said the<br />
post purchase follow through<br />
of the agents they dealt with<br />
was negative with 22 per cent<br />
describing it as poor and 11 per<br />
cent claiming it was disastrous.<br />
• 68 per cent of buyers stated<br />
agents had little to no interest<br />
in helping them fi nd a suitable<br />
property to buy.<br />
• 9 per cent of buyers claim the<br />
honesty and trustworthiness of<br />
agents is excellent. 28 per cent<br />
claim it is poor (16 per cent) or<br />
disastrous (12 per cent).<br />
• 28 per cent of buyers said the<br />
price guide offered by agents were<br />
poor (18per cent) or disastrous<br />
(10 per cent). Only 9 per cent of<br />
buyers said agents were excellent<br />
in this area.<br />
• 46 per cent of buyers are using<br />
property reports to help them<br />
understand pricing.<br />
• 57 per cent of buyers would<br />
recommend their agent to family<br />
or friends.<br />
• 25 per cent of buyers expect to<br />
stay in touch with their agent and<br />
use him or her again.<br />
You can follow Kylie on<br />
Twitter @KDavisCoreLogic
Make dreams happen <br />
Do you hear that?<br />
They’re playing our song<br />
You know what we are talking about – “All I Need is Home”<br />
the infectious, can’t-get-it-out-of-my-head, hum along<br />
song that features in our LJ Hooker national television<br />
campaign, Make dreams happen.<br />
Did you also know that it is yours to use?<br />
Anywhere, anytime.<br />
The song is completely rights-owned by LJ Hooker – which means<br />
it is free for you to use at every opportunity. Hearing the song will<br />
increase customer knowledge of who we are and how it feels<br />
when they work with LJ Hooker to realise their property dreams.<br />
Your opportunities are endless.<br />
• Local radio advertising<br />
• Local TV advertising<br />
• Landline on-hold music<br />
• Property videos<br />
• Office and agent brand profiling videos<br />
• Mobile ring tone<br />
• In-store (office) – on your digital screens or piped into reception area<br />
• Community events/ conference<br />
• Presentation at recruitment evenings<br />
• Work social events – there is a karaoke version available!<br />
To listen and download what’s available visit:<br />
hub.ljhooker.com > Resources > Campaign Centre<br />
> Make Dreams Happen The Music<br />
If you need assistance phone the Marketing Team<br />
(02) 8303 7090 or email: marketing@ljhooker.com<br />
© LJ Hooker Limited
In the Spotlight<br />
LJ Hooker<br />
Foundation<br />
Our founder, Sir Leslie Hooker, was a great believer in supporting<br />
the community. So much so he was knighted in 1973 for services<br />
to commerce and the community. His belief and actions in<br />
supporting local communities is one of the cornerstones that has<br />
seen LJ Hooker become the iconic brand it is today.<br />
“Real estate is not about<br />
houses, it’s about people”<br />
The LJ Hooker family have been<br />
raising millions of dollars for worthwhile<br />
causes including local initiatives, SIDS,<br />
natural disasters and Cystic Fibrosis<br />
Australia. We now want to take our<br />
philanthropic efforts to another level<br />
under our new charitable institution,<br />
the LJ Hooker Foundation.<br />
We are now a registered charity<br />
with the Australian Charities and Notfor-profi<br />
t Commission. The LJ Hooker<br />
family and members of the public,<br />
like our customers, now have<br />
the opportunity to contribute to<br />
the foundation.<br />
We recently launched the LJ Hooker<br />
foundation, on our ‘Foundation Day’;<br />
20 September as this is the day we<br />
were founded on the sandy shorts or<br />
Marouba, Sydney in 1928. We plan<br />
to celebrate every Foundation Day in<br />
the future.<br />
Cystic Fibrosis Australia<br />
We’ve been supporting Cystic<br />
Fibrosis Australia since 1998 and<br />
are now funding a new initiative<br />
called CF Consumer Connect – a<br />
consumer representative digital portal<br />
that will forge a critical link in the<br />
communications awareness chain<br />
and also allow the cystic fi brosis<br />
community to have a more engaged<br />
relationship with their care groups<br />
and patient bodies.<br />
Humpty Dumpty<br />
Foundation<br />
The Humpty Dumpty Foundation is a<br />
children’s charity that enables hospital<br />
and health services staff to make<br />
an immediate tangible difference to<br />
children in life changing situations. Your<br />
donations will buy essential and lifesaving<br />
medical equipment in intensive<br />
care, paediatric wards, neonatal<br />
units, maternity and emergency<br />
departments in over 275 hospitals<br />
Australia-wide.<br />
How can you get involved?<br />
You can start with simple ideas like a<br />
sausage sizzle with gold coin donation<br />
or hold a community event. No<br />
donation or fundraiser is too small!<br />
Donating to LJ Hooker<br />
Foundation – how to do it!<br />
You can donate via credit card, direct<br />
deposit or cheque. Any donation over<br />
$2 is tax deductible and receipts will<br />
be provided via email.<br />
Team Nerang: Helping out at the<br />
Cystic Fibrosis Rose Walk in September 2016<br />
Please visit foundation.ljhooker.com.au<br />
Make Dreams Happen 39