by Paul Shih
22nd June, 2020
Why communication is key to protecting your most valuable asset
原文作者：Lucinda Dean 採訪 Jenni Hansen
翻譯： Paul P Shih 施伯欣老師
Your letting pool is where you scoop the real profit from your management rights business, so it pays to protect, defend and grow it.
您的Letting Pool 所管理出租物業是您從管理權生意中汲取實際利潤的來源，因此，保護、捍衛和發展它是值得您努力的。
Keeping your owner-investors on-side and happy should always be your number one priority because without their units in your letting pool, your business risks going under. That is why it is essential to always communicate your commitment to their investment, because their investment is your profit.
Quarterly newsletters and bi-annual phone calls will not cut it unless you understand this simple marketing principle: ‘know who you’re talking to’. Understanding what is important to your owner-investor clients, and how to talk to them, is the key to effective business communication.
Being someone who understands the power of words, I thought it prudent to talk to Jenni Hansen, director of JJH Management Solutions, about how effective client communication can not only safeguard, but even increase, your business profitability.
Here are some questions and answers to steer you towards business success:
Q: What are your six steps to protect, defend and grow your letting pool?
A: The key point is to know your client. This is crucial to your business. Investor owners have grown with the industry and you need to be able to meet their needs and demands as the industry evolves. Your committee is key to your business and you must be able to demonstrate your ability to adapt and adjust with the demands of the complex and the needs of the committee.
Communication is also key. It is such a simple concept but difficult to achieve. If you know your clients, then you know how to communicate with them. However you choose to communicate, whether via phone, email or newsletters, always make it informative and relevant to your client’s investment. Use relevant statistics, be knowledgeable in what is happening in your suburb, and above all, be honest. You can ask your investors if they need anything from you, be prepared they may require something from you that may take some input. However, your investor will appreciate your efforts.
Always follow the rules. Make sure you are signed up for e-newsletters from industry bodies. Take the time to read those newsletters and pass on relevant information to your investors. You will be required by your committee and investors to assist in disseminating information to them from different legislative bodies. Talk to your local service providers – fire, lifts, etc. They are very welcome to help you understand what is required. One useful document I have developed is an Owners Handbook. This is so helpful to new investors and it also sets you apart from your competitor.
Understanding your complex is key to having a collaborative and cohesive relationship with your committee. You are the ‘one-stop-shop’ option for all owners in your complex. You can disseminate information to your investors, and residents who live in the complex.
Your point-of-difference will make you stand out from another agent. You are not just another agent; you are the onsite expert of your complex, so shout about it. Always look for ways to have a sustainable competitive advantage, whether it be digital technology, be approachable to all clients, host a morning tea. Prioritise your clients.
Not everyone knows everything about everything, so you should seek assistance from industry bodies and consultants. Sometimes we get caught being ‘in’ the business and lose sight of the business. So, step back, take a breath, and pick up the phone and ask for assistance.
Q: What are the key ingredients to effective client communication?
A: I find the best approach to any communication with any stakeholder in my business is to be honest, informative, and meaningful. I like to benchmark myself so that I can see if there are any shortfalls that I need to address. I communicate that to my stakeholders; it demonstrates that I have their interests in my sight.
Q: How do I determine my point-of-difference and why is it important?
A: This is your investment too, you have invested significant dollars, so you need to understand the business that you have purchased. You need to relate to your clients and make them feel confident that you prioritise their investment. ‘Value-adding’ does not need to cost the earth, it may be a simple as FaceTiming with your clients during your next inspection. It costs nothing but adds great value to your relationship.
You always want your clients to contact you before making any decisions on their investment. Sounds simple, however, this is all about managing the relationship and setting realistic expectations to everyone.
Q: How frequently should I be communicating with my clients, and by what means?
A: This is never an easy answer. It is not a one-size-fits all scenario. Once you determine who your client is, you should be able to determine how they want you to communicate with them. I like the personal touch; I like to call my clients quarterly. I make sure that I have relevant information to discuss with them. I then follow up with a quarterly newsletter. I also ask clients what they would like information on. I may pick 5-to-10 clients to email and ask what they would like to know about in the next newsletter. You will normally get a reply from one or two clients. This is great, and you can incorporate that into your next newsletter. Clients like to see their queries answered.
Q: What’s the importance of having a full real estate license – and the benefit of communicating that to my clients?
A: You want to maintain a full license to have the flexibility of letting and getting involved in sales. You do not necessarily have to be involved, but if you are going to get involved, then you will have more control over the ebb and flow of your letting pool. You will have a greater connection with investor-owners, particularly those who are thinking of selling, and hopefully they will come to you with their sales listing.
Q: Why do I need to keep abreast of industry rules and legislation?
A: If you receive a visit from the Office of Fair Trading, and in all likelihood you will at some time, your paperwork needs to be in order so as you do not receive a Breach Notice or worse, a fine. You always need to be compliant with legislation, this is the lifeblood of your business. Recently there have been changes to the Residential Tenancy legislation, something we have never experienced before. It has never been more crucial to keep abreast of this information.
Q: What tips or resources do you suggest for creating newsletter content?
A: There are some great websites that follow trends and statistics, you can gain data from these sites. I like to remind clients often of the importance of landlord’s insurance. There are organisations that you can engage to write your newsletter for you for a fee. If you are not fantastic at writing, and let’s be honest, some newsletters you’ve seen are cringeworthy, it may be well worth engaging a good editor to put your newsletter together. If you are great at creating engaging content, then go with it. Always remember to be:
What content should my newsletter include?
- What proactive work the building managers have been doing in the building/grounds.
- Unit sales in the building, what price (other unit owners will always want to know how their investment is going).
- Property reports for sales, how their property is going compared to the rest of the suburb or town or region.
- Property reports for rentals, how their property is going compared to the rest of the suburb or town or region.
- If it is a holiday building, occupancy percentage and rates comparison for the suburb/region – you can get this from your local tourist bureau.
- 如果是渡假小區，請比較該區/地區的入住率和房價 - 您可以從當地旅遊局獲得。
- Upcoming events in the building such as barbeques for unit owners and other relationship-building get togethers.
- Upcoming events in the town or region.
- Promoting the closed Facebook group, you have created for stakeholders as a digital means to communicate.
- Positive things other unit owners have done to increase the value of their unit such as refurbishments or installing air conditioning.
- Industry updates with links to relevant articles.
A call out to Resident Managers: Why register with AccomProperties Sales & Rentals?
Because we are honest and have always been on your team!
AccomProperties is a registered and fully licensed real estate agency that provides a unit sales and rental marketing service for resident managers.
致所有的小區經理：為什麼要在AccomProperty Sales＆Rentals進行註冊？ 因為我們很誠實，並且一直站在您這邊！ AccomProperties是一家註冊並獲得執照的房地產代理商，為小區經理提供銷售和租賃營銷服務。
AccomProperties Sales & Rentals provides a very cost-effective way to gain direct access to the largest real estate websites in Australia including realestate.com.au and Domain, as well as all the leading industry tools and resources to ensure smooth transactions.
AccomProperties is authentic and can provide support and knowledge from a wider network of Accom experts. Alongside AccomProperties, Multimedia also publishes Accom News and Resort News, these titles plus the accomnews.com.au website and newsletters have supported resident managers through thick and thin for well over two decades.
AccomProperties是真實的，可以從Accom廣泛的專家網絡中提供支持和知識。除了AccomProperty之外，Multimedia還出版了Accom News和Resort News，這些刊物再加上accomnews.com.au網站和電子報在過去的二十多年中一直為小區經理們提供支持。
Quite simply, AccomProperties was created to meet the needs of our resident manager readers.
AccomProperties fully supports ARAMA and its members.
AccomProperties receives excellent customer feedback: It is frequently referred to as the most user-friendly sales and rentals marketing service dedicated to the management rights industry – just ask our 300+ registered agents!
AccomProperty收到出色的客戶反饋：它通常被稱為是管理權行業專用的最人性化的銷售和租賃營銷服務 - 只需詢問我們300多家註冊仲介！
Do not delay! If you are a Resident Manager with a real estate license and want to take control of your letting pool, give Stewart at AccomProperties a call on (07) 5440 5322.