reiwa perth 2012 -malcom riley

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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can have it !!!!! REIWA Conference Specials

$50.00

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Learn how to obtain NEW

Business

Getting a point of

difference

Over coming Fees

Objections !!!!

To View the Slides

• www.slideshare.com.au

www.malcomriley.com.au

• mr.riley@bigpond.com

• 0438406932