Powered by MOMENTUM MEDIA
realestatebusiness logo
Powered by MOMENTUM MEDIA
Subscribe to our newsletter SIGN UP

Website Notifications

Get notifications in real-time for staying up to date with content that matters to you.

news image

When and why an agent might have to act in the tenant’s interest

May 25, 2020Cameron Micallef

It is common knowledge that agents should act in the best interest of landlords. However, COVID-19 has thrown a spanner into the mix, a government statement has explained. ...

REB_top100agents
top 10 agents

1

Alexander Phillips

Year of Experience: 20

Support Staff: 3

Residential Properties Sold: 215

Total Value of Residential Properties Sold:

$ 522,477,791

VIEW COMPLETE REPORT

Have you experienced sexual harassment or bullying in the workplace?

Yes, I've been the victim of sexual harassment (15.8%)
Yes, I've been the victim of workplace bullying (21.1%)
No (63.2%)

Total votes: 19
The voting for this poll has ended on: April 30, 2020
TECH MARKETING SALES BETTER BUSINESS PROPERTY MANAGEMENT
Neville Pozzi reb REIWA rolls out new ‘digital doorknock’ strate ...

The Real Estate Institute of Western Australia’s longstanding partnership with The Salvation Army is seeing the real e ...

Property technology app smartphone reb App aims to kickstart the real estate market

As the real estate industry continues to adjust to the new norms brought about by the COVID-19 pandemic, an app develop ...

Kul Singh reb New integration to provide better buyer experience

Openn Negotiation has confirmed a new integration with realestate.com.au which aims to provide a better experience for b ...

REA Group HQ office reb REA Group to take Prop20 digital

REA Group has confirmed its Prop20 series will be transformed into a digital experience. ...

Michael Johnson WEB How COVID-19 has been impacting real estate agents ...

In April, Momentum Intelligence conducted a major survey to understand how the coronavirus pandemic has been affecting t ...

Tom Panos 140520 What’s Making Headlines – 14 May 2020

What’s Making Headlines is your new source for all the latest in Australian real estate news. ...

Heath Williams WEB Selling Brisbane’s most luxurious properties dur ...

After an initial lull, things have started ramping back up in the Brisbane property market, but Heath Williams, lead age ...

Michael Clarke WEB How the best agents are continuing to thrive throu ...

According to Clarke & Humel's Michael Clarke, the challenging nature of the COVID-19 real estate market is actually ...

Michael Johnson WEB How COVID-19 has been impacting real estate agents ...

In April, Momentum Intelligence conducted a major survey to understand how the coronavirus pandemic has been affecting t ...

Tom Panos 140520 What’s Making Headlines – 14 May 2020

What’s Making Headlines is your new source for all the latest in Australian real estate news. ...

Heath Williams WEB Selling Brisbane’s most luxurious properties dur ...

After an initial lull, things have started ramping back up in the Brisbane property market, but Heath Williams, lead age ...

Michael Clarke WEB How the best agents are continuing to thrive throu ...

According to Clarke & Humel's Michael Clarke, the challenging nature of the COVID-19 real estate market is actually ...

Positive Mindset in Business reb The impact of a positive mindset in the business o ...

Let’s be real: running a business or an office is stressful. Here’s a quick rundown of some insights on keeping yo ...

Cameron Black reb Lies and statistics: Has the property market actua ...

It seems like there has been a huge change of sentiment in the last month as a confluence of factors has come together t ...

short 850x400 june2019 How to get that big win

Getting a big win is more than just sales. It involves strategic planning and setting goals, according to real estate bu ...

MeganSmith 050719 cropped Ray White’s Megan Smith sells $14m property in B ...

Ray White Balmain sales dynamo Megan Smith has sold one of the most expensive houses in Australia this year, with the pr ...

home owners reb Home owners given stern warning on upcoming regula ...

Property managers in Victoria should advise caution to home owners, after a stern warning was issued about regulations s ...

Rolf Howard reb Will recent changes to tenancy laws tip the scales ...

The Australian rental market has long been considered by many commentators to favour the landlord over the tenant. Unlik ...

aerial properties new reb ‘Large discrepancy’: Average state loan v medi ...

New research has highlighted the “large discrepancy” between the average state loan and median house price in capita ...

Perth aerial new reb WA government rolls out new service to combat tena ...

The Western Australian government has launched a new service that aims to help tenants and landlords resolve COVID-19 t ...

EVENTS
REBAWARDS Listready
Real Estate Business Awards 2020

The REB Awards is the benchmark of success in the Australian real estate industry. It reflects not only the business astuteness of the country’s leading real estate operators and networks..

Learn more >
FROM THE WEB
Recommended by Spike Native Network

Why we’ll keep delivering for our communities in the face of COVID-19

alex

As Australia tries to keep pace with a rapidly changing business and social landscape in the wake of COVID-19, Momentum Media is leading the way delivering essential content to our communities, writes Alex Whitlock, director of REB.

Read more
Do you have an industry update?
rpm logo latest

Focus on open communications

17 June 2014 Alister Maple-Brown

Alister 80x80

Earlier today I did a simple Google search on 'customer service' and it produced 1.1 billion results in 0.29 seconds. A second search on 'what is outstanding customer service?' produced over 50 million results in the same time. The conclusion I came to was that the internet content must be expanding faster than the universe on topics that mention a product, customers and services and/or customer service theories.

 

Blogger: Alister Maple-Brown, CEO, Rockend

Advertisement
Advertisement

Recognising that many people and businesses are publishing material on the theme, what is really important for property managers and property investors to know? I often make the comment that our industry of property management should really be called “people management”. The property may be the asset managed, but by far the hardest part of the job and the most time consuming part, is managing the people involved in the many personal transactions each day. A broken toilet, a late rent payment or a request for an invoice copy all generate a series of communications that can either make or break a relationship between supplier and customer.

At Rockend, we use a simple model in our client service team which handles approximately 10,000 customer interactions every month to develop our staff and measure their performance.

Access – Attitude – Knowledge

Viewing this model from a customer perspective ensures that our people are accessible to help customers when they want assistance. We aim to ensure that when we provide assistance the Rockend specialist is professional, polite and always projects the right attitude to demonstrate that they understand the customer need. And finally, we constantly develop our people to build technical, industry, business and communication skills to ensure that they have the knowledge to help a customer in need.

The real test for success at every customer interaction is how the communication is delivered and received. You may be an owner manager, a trade specialist or the property manager in a large real estate office but for any role, good communication underpinned by access, attitude and knowledge is critical to build good relations with customers and suppliers.

You may think that I have made what is a complex matter (managing communications with people) seem simple. I have, because I have made some very big assumptions. First, that you have proven systems and processes in place to operate your business and second, that your business has enough trained people to operate in a stable, profitable manner. Yes, these are big assumptions based on the fragility of many start-up and small businesses, but are key to build a sustainable small business.

It’s interesting to see how forgiving customers will be when they really understand what you do for them and when you demonstrate the value of the service you provide. We all know that open and honest communication is essential to build the trust required for a long term relationship. It’s also required for a single transaction if you want the customer to come back one day.

So as we look at a new financial year, ask yourself; could you communicate better and is there value in applying our simple model to improve service delivery at every transaction? Think Access – Attitude – Knowledge.

Focus on open communications
Alister 180x180
lawyersweekly logo
Alister Maple-Brown

Alister Maple-Brown

Alister Maple-Brown is the CEO of leading property management software provider, Rockend.  After completing his BA in both Australia and the United States he worked on Capitol Hill in Washington, DC followed by two years as an analyst, trainer and business development manager in the worldwide sales division at Inktomi, a rapid growth software business in Silicon Valley, California.

Alister has been with Rockend since 2001 and as sales manager grew new business revenues by 40 per cent over the years before moving into the marketing team until 2007. For the following three years he led the product development team before moving to the role of general manager of PropertyTree, Australia’s first cloud based property management solution. In mid-2012 Alister became CEO of Rockend.

Alister is dedicated to the development of innovative technology which will become even more central to Rockend’s future progress in the property industry.

FROM THE WEB
Recommended by Spike Native Network
Listen to other installment of the Real Estate Business Podcast

Why we’ll keep delivering for our communities in the face of COVID-19

alex

As Australia tries to keep pace with a rapidly changing business and social landscape in the wake of COVID-19, Momentum Media is leading the way delivering essential content to our communities, writes Alex Whitlock, director of REB.

Read more
Do you have an industry update?
REAL ESTATE BUSINESS NEWSLETTER
Ensure you never miss an issue of the Real Estate Business Bulletin. Enter your email to receive the latest real estate advice and tools to help you sell.