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Clients happier after top PM upends business

17 April 2014 Steven Cross

After enduring an expensive and time-consuming business makeover, one award-winning property management team is enjoying a more streamlined and happy workplace.

According to the principal of MAP Real Estate Michael Furlong, things have been much smoother since he upended his entire business.

“We started again, we took what we were doing originally and threw it up in the air and went from wherever it landed,” he told Residential Property Manager.

“Every form, checklist, policy procedure was all started from scratch, which was a monumental and costly task from an agency perspective, but we’re providing much better service than we were three or four years ago.”

According to Mr Furlong, every business has creases that need to be ironed out, but not enough principals are willing to invest the time to correct them.

“The people I told this is what we were planning to do were telling me ‘No, leave things the way they are’. They were adamant that this is the way the industry works and this is the way to do things," he said.

“Rather than do that, we’re running our own race instead of looking at what others are doing.

“We’ve got fewer issues, tenants and staff are much happier, and as a result our landlords are happier.”

After winning the LPMA Property Management Company of the Year award in 2013, his goal was to present at the 2014 LPMA Conference – a goal he achieved earlier this month.

“I was very proud to be able to present to the crowd there," said Mr Furlong. "The presentation was about what we did as an agency to become an award-winning agency.”

Clients happier after top PM upends business
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