Dealing with People in Property Management Killer Whales don’t think they like Penguins By Malcom Riley www.malcomriley.com.au
Dealing with People in Property Management
Killer Whales don’t think they like Penguins
By Malcom Riley www.malcomriley.com.au
KILLER WHALESDON’T PLAY FAIR !!
People
I HATE YOU !!!!Bloody Property ManagersThey are all the same !!
Life Span of a PM
The statistics are on average property managersTurnover every 9 – 10 months
Conflict Areas
• Landlords / Friends - CONFLICT
• Tenants / Visitors - CONFLICT
• Trades people - CONFLICT
• Neighbours- CONFLICT
• Fellow staff – maybe CONFLICT
• Social Media -CONFLICT
• Just any one !!
Selection Criteria
1. Positive Identification – Drivers Lic
2. Tenancy Record – Previous History
3. Ability To Pay Rent – 30% gross income
4. References – Business / Personal
5. Attitude to Renting
6. Commercial Database
Rent in advance !!
It takes two people
I have more properties for you !!
Quality
Identify the idiots !!
• Write down names of people who are giving you grief !!
What to do with them !!
• Tenant s-
• don’t renew leases
• Increase rent
• Landlords –
• handover to the sales team
• Increase fees
• Sell them off
• SACK THEM
• Body Language• Positive introductions • Take Control of the situation• Remove them from the general public • No Abuse Policy - telephone• Clarify all of their objections
• If you don’t know the answer to therequestion Say so !!!
• At the end of the meeting ask “ Have I Answered all your queries today
• Take a minute to re think what has happen and Work out what went well and what didn’t
WHY DO I HATE THIS PERSON
WHY DON’T THEY LIKE ME
HAVE I STUFFED UP
DID SOME ELSESTUFF UP
MIND MAPPING
Mind Mapping for the idiots
Write down why are they been aggressive
Rent not paid - Bond – maintenance not done –
Why are they getting under my skin
What is the underlyingreason
Have they questioned my knowledge RTA – accused me of not actioningmaintenance
The Goal
The Aim is Turn them aroundWin / Win outcomeObtain Referrals
Team Work
YOUR NOT LISTENING !!!!!!!!!Communication is the key
Moving InTenants
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Getting a point of
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Over coming Fees
Objections !!!!
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