Kylie Best has been in the real estate sector for over a decade and runs her own business so she can teach others how to enjoy and appreciate the industry.
When did you first join the PM industry?
I was 16 and began as a receptionist for LJ Hooker in Gympie.
Why did you join the PM industry?
I suppose, like many property managers, I fell into the role. I had always vowed never to be a property manager, but after I was asked to babysit a portfolio over the Christmas period, I realised I loved it.
What were you doing before PM?
Real estate is in my blood. I’ve spent more than 12 years of my career in the industry in reception and sales administrative roles.
What would you like your next career step to be?
As a business owner now, my next career step will be sharing what I know and love with my staff. I am so grateful for what I have learned and that I get to spend all day doing what I enjoy – I want our employees to have the same opportunities.
What piece of technology do you find the most useful for your business and why?
That’s a tough one! Probably my iPhone; I’d be lost without it.
What area of PM needs more training focused on it and why?
Inspections and communication. These are the two areas where most agencies/property managers fall down. Nobody ever taught me how to conduct inspections and what to actually look for. It’s not covered in your licencing and learning it the hard way is… well, hard! Communication is the other really important aspect of property management that often gets overlooked. No matter how bad the news is that you have to give a client, it’s better to eat the frog than to avoid the conversation.
What skills does a PM/BDM need to be successful?
I don’t think skills are anywhere near as important as attitude when it comes to success. If you have a winning attitude and a good mentor, the skills will come.
Where do you believe a PM’s responsibilities should start and end?
We try to accommodate our clients wherever possible in whatever they need. The only thing I stress to property investors is that I am not responsible for what a tenant may do. I can handle the situation for them, but I cannot control the actions of another person.
How do you deal with disgruntled and aggressive tenants?
Kill them with kindness. Aggression comes from stress and stress comes from fear. Understanding where a tenant or owner's fear comes from usually breaks down the barriers. If the person continues to escalate to a point where I feel unsafe, it’s time to end the conversation until they calm down. Generally though, I get them down to a simmer pretty quickly.
What would you be doing if you weren’t in the PM industry?
Sailing the Whitsundays with a cocktail in hand.
What do you enjoy most about your job?
Pleasing other people. I’m definitely a people-pleaser and there are so many ways to make people happy in our job. What’s not to love?
What are the most stressful aspects of your job?
When a property is vacant for a long time because the market is slow. I hate knowing that a vacancy is putting stress on a client.
How do you relax after a stressful day at work?
Watching The Bachelor with a glass of bubbles.
How would you describe a perfect property management day?
Seeing clients and tenants smile and feeling like I’ve made a difference.