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PMs demanding more from agencies

13 January 2014 Brendan Wong

Demand for property managers to deliver a higher level of service to customers is resulting in them requiring more support from their directors, a property management head has said.

Property management group manager Sam Nokes said there was a growing trend of companies promising better customer service so they could compete in the marketplace.

“That’s transferring pressure onto the property manager to do that job, and then the property manager is saying ‘Right I’m happy to provide that level of service but to do that, you need to assist me with these things’,” he explained.

With the value of property management assets increasing, training was now more important than ever in order for agencies to support staff.


According to Mr Nokes, there was now an abundance of training available for property managers, particularly online training courses, which would play a role in increasing the quality of property managers.

“In the year 2013, there were more property management courses than I’ve ever seen, and more accessibility to those courses. What that is going to mean is hopefully it’s going to increase the knowledge level and the competency level of property managers across Australia.  

“Staff retention in property management is so hard, so you have to offer them more things - and training is one of the easiest ways,” Mr Nokes said.

Speaking to Residential Property Manager last week, general manager of property management at Harris Real Estate Suzie Hamilton-Flanagan said that the changing nature of the industry was increasing the strain on property managers’ roles.

Echoing Mr Nokes’ sentiments, she urged agencies to ensure their staff were supported if they wanted them to stay and to prevent from burning out.

“The business needs to provide a good work environment, where people feel valued,” she said. “That needs to be backed by core values that are integral to the business, every day and in every aspect. In turn, this provides the framework and expectations of behaviour within the workplace to create a positive, fun culture with a high level of trust amongst peers.”

PMs demanding more from agencies
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