inhouse #1 Dec-Feb 2017

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In the Spotlight 10 Promises Every Property Manager Should Make Every property management team should have a list of best practice promises to motivate high standards of customer experience says Amy Sanderson, Head of Property Investment Management at LJ Hooker. These standards should be set with a minimum delivery level that you as a customer would expect. Put yourself in your customers’ shoes!. Best Practice Considerations When workshopping your promises, consider these areas: Communication This should be your number one priority above all other things. Aim to respond to all customers within a 24- hour period. If we look at the cause of complaints that agents receive, it nearly always comes down to poor communication. 24/7 Online Access Property information, including statements, ideally will be accessible online. This offers customers transparency, even if simply viewing their transactions, it creates an ongoing working relationship and in the long-run less running about on your end. Inspections Within the tenancy agreement, we promise that we will conduct a certain number of inspections within a specifi ed period. When we do not uphold our agency agreement, we open the door to serious liability. There have been cases where compensation claims have been upheld due to improper or infrequent inspections in addition to back-pay of agent fees. Renewals This is incredibly important in particular to investor customers. Many insurance policies are considered void if the lease is not current, or on a month-to-month basis. Renewals must be forwarded to the owner in good time and let them know about possible insurance invalidation should they not make a timely decision. References Aim to turnaround all tenant references within one working day of receipt. If you cannot get hold of references and have left messages, let your potential tenant know so that they can also follow up on their end. Leg work can be done by both parties to ensure a house isn’t left empty and costing the investor money. What happens if you don’t follow through? Internally, there are many things you can do to ensure that promises are fulfi lled and appropriate action, if not. Some agents may be able to offer lower management fees, but instead, you can offer them a guarantee. If you do not return a customer’s phone call within a 24-hour period, you can manage their property for the next three months free of charge. In order to do this, you can pay your teams incentives based on the activities that they do well and debit them when they do not. Make these promises to yourself! Your offices’ best practice promises should be made to investors and tenants, but also to your team, below are some promises to get you started and remember you can adapt to suit your marketplace 1 Treat clients, customers and colleagues with unconditional respect 2 Remain positive and enthusiastic in everything you undertake 3 Take personal pride in everything that you do 4 Do what is best for your clients and customers, not what is best for you 5 Network with everyone you meet; let people know what we do 6 Share your knowledge and success; we all grow and learn from each other 7 Never compromise on ethics or integrity 8 Never take family or friends for granted for the sake of business 9 Enjoy life, family, friends, work and make time to have fun Remember: “Never make a promise you cannot keep” 10 Make dreams happen Amy Sanderson has created an exhaustive list on how to go above and beyond as a property manager. For more information, please visit hub.ljhooker.com/PIM/BusinessDevelopment/Pages/CX-Promises 24 <strong>inhouse</strong>. // issue <strong>#1</strong>
Length of service. September October November Celebrating our people who have been with us for 5, 10, 15, 21 or 30 years or more. Thank you for your dedication and loyalty to LJ Hooker. 30 years service Admiral Bill Malouf LJ Hooker Double Bay Make Dreams Happen 25
Page 1 and 2: Make dreams happen inhouse. Lead .
Page 3 and 4: Con tents. Issue#1 . Dec 16 - Feb 1
Page 5: Fore word. Issue#1 . Dec 16 - Feb 1
Page 8 and 9: TRUE LEADERS 2017 8 inhouse. // iss
Page 10 and 11: TRUE LEADERS 2017 L Janusz Hooker C
Page 12 and 13: TRUE LEADERS 2017 Mark Steinert CEO
Page 14 and 15: TRUE LEADERS 2017 Virginia Briggs C
Page 16 and 17: Captains Club. Intake: Network July
Page 18 and 19: What’s on. Network training, even
Page 20 and 21: Annual awards 2017. Night of the St
Page 22 and 23: In the Spotlight Meet Your Council
Page 26 and 27: Length of service. September Octobe
Page 28 and 29: Market to market. Community Based M
Page 30: Wel come. New LJ Hooker Office Open
Page 33 and 34: What do your customers say about yo
Page 35 and 36: 5 6 7 8 5. Ultimate exposure Outdoo
Page 38 and 39: Make dreams happen Do you hear tha

inhouse #1 Dec-Feb 2017

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