Agencies that invest in new technology should ensure it creates efficiencies rather than bogging down staff, a property management boss believes.
Lucas Real Estate director of property management Dylan Emmett said that while new technology has played a major role in improving customer service, it shouldn’t overshadow the service provided.
The Melbourne agency was named Property Management Business of the Year – Multiple Offices at the recent Real Estate Business Awards.
“The fundamental thing technology needs to do is actually complement the team that are on the ground, allowing them to spend more time working on the relationship side and that human connection with our clients,” Mr Emmett told RPM.
He says technology shouldn’t be brought into practice simply for the sake of it; it should add value and create efficiency, rather than bog down the property managers.
“It’s important that it’s actually allowing them to spend more time being an agent and working with their clients more effectively,” he said.
“Things are becoming more demanding and we need to keep moving forward, embracing new technologies, embracing new ideas and embracing training throughout our business to ensure our staff are highly skilled, which should allow us to continue to grow the business.”
Mr Emmett said the Melbourne agency regards people management as a natural extension of property management.
“There has been a real shift, not only with our business but also in the industry as a whole, whereby agencies are identifying that the focus needs to be on the client and that relationship, rather than the property itself.”
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