reiwa perth 2012 -malcom riley
TRANSCRIPT
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
Property Management Power - You
can have it !!!!! REIWA Conference Specials
$50.00
Receive Perfecting Property Management
for FREE !!!!
2 audio cds for
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
• 0438406932