pmXcite - 'The Podcast'

Nobody likes having to deliver bad news. And Property Managers, well, we have to deliver more than the average person.

Knowing that the client's reaction is probably not going to be the best, can make us feel really anxious affecting our delivery, which can then result in the situation escalating and the client losing trust in your abilities as their property manager.

In this week's episode, Terri shares her simple 2-part formula for Breaking Bad News to an Owner. The steps involved help to give some structure and instil confidence in both parties.

It is particularly useful for inexperienced PMs and those who have had a negative reaction from a client in the past and don't wish to repeat it happening again.

Have you ever heard the boss of a property management team say in despair... "If only they would just pick up the phone, we wouldn't have this problem".

It seems to be a common misconception that property managers should only ever pick up the phone and talk to their clients. In this episode Terri shares why it isn't always the best method of communication in property management and how to identify if a call or an email is appropriate.

As always, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

Sending a newsletter every month seems great in theory, but often it becomes a bit of a chore when life gets a little crazy. But... the reward is definitely worth the effort required to make this happen.

In today's episode, Terri shares 3 good reasons why sending a newsletter to your investor clients each month is a great idea.

Once again, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

Nobody likes to be told they are not doing the right thing. That someone who is paying for a service is not satisfied with what is being delivered. And this stops many agencies from asking their clients how they feel about them - they are fearful of hearing bad news.

But... using NPS or a similar product to check in with our clients helps remove the guesswork from understanding what they think of their experience with us. It's one of the best tools to use to minimise preventable losses from the rent roll.

In this week's episode, Terri shares some tips on how to handle negative feedback you may receive from your clients so that you can get ahead of the game.

Once again, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

In this shorty episode, Terri shares the characteristic she has observed that is common across the high performing property managers she has observed (and it may not be what you expect).

By doing this one thing, they are able to move forward easily in the right direction and surprise, surprise... their clients are less cranky.  And that is always got to be a good thing.

Terri also shares the process to follow so that you too can become (or help someone else become), a high performing Property Manager.

Once again, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

When it comes to the Ingoing Condition Report, most property managers only utilise it to assist with the onboarding process for a new renter (and because the legislation says we have to). They don't recognise that there is huge value in sharing it with our owners as well - it's a great way to showcase the care and attention you take as a Property Manager when protecting your client's interests. In this week's episode, Terri shares 6 reasons why it a good idea to ALWAYS share a copy of this report with the owner.

Once again, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

Stepping into a new portfolio is probably one of the most stressful things a property manager can do, even if you have been doing the job for 20+ years.

It takes time to develop relationships and get your head around all the moving parts that are going on in a property manager's world.  And if there is a history of change/upheaval in that particular chair before you get to sit in it, well... there are going to be lots of ruffled feathers that need soothing.

In this episode, Terri shares 3 things that you can do as a new property manager that might help you get ahead of some potential fires and allow you to breathe a little easier.  Things that not everyone thinks about doing when they first start with an agency (usually because they are too stressed).

 As always, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

The way we introduce a new Property Manager to our existing clients is critical.  Not only does a smooth transition set the new team member up for success, but it reduces the amount of "churn" a portfolio experiences.

In today's episode Terri shares three big mistakes she has identified that commonly occur in the industry, when an agency introduces a new property manager to owners and renters and what to do to avoid them.

As always, a very big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

How we say goodbye to our vacating renters is so very important when it comes to ensuring we have a smooth finalisation of a tenancy.  Emotions are already running high when moving house, without us adding fuel to the fire with our communication (even if it is not intentional).

In this week's episode, Terri points out that in many agencies, the Vacating Checklist and accompanying email that is often set up as a template, often misses the mark with the tone that is used.

She shares 5 tips for improving the experience for both renters and the property managers with this important step in the vacating process.

A big thank you to Inspection Manager for their support in bringing this podcast episode to PMs everywhere - they really are all about making the lives of property managers easier.

Property Managers don't necessarily realise just how much competition they are up against when they send out an email to a client.  All the "noise" they need to cut through to grab someone's attention long enough to get them to click on their email.

This week on the podcast, Terri talks about the simplest and easiest way to slice through through the noise of someone's inbox using our subject line.Hot Tip - it's not the property address.

She also has some great examples of the words you can use in your subject line to not only get your clients to pay attention, but also show your personality in a positive way too.

Once again our thanks go to Inspection Manager for their support in bringing this podcast episode to you - they really are all about making the lives of property managers easier.