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BresicWhitney’s Chantelle Collin decodes what her craft means to her and why connection is more important than ever.
It feels like an understatement to describe the past two years in property management as “challenging”. While it helped to catapult the emergence of new technologies and acceptance of remote working, we’ve battled circumstances that have well and truly put us to the test.
As the head of property management at BresicWhitney — a team that includes over 30 talented people across the inner east, inner west and lower north shore — last month’s “National Property Managers Day” encouraged me to reflect not only on our achievements as a team and as an industry despite these circumstances but also what’s at the very heart of property management, while we try to finish what feels like a never-ending hurdle race.
We know property management has always been about people, but it’s now more important than ever before to really see the person that your client is. I encourage my team to engage with and understand their clients holistically — what do they, as an individual, value? What does their property mean to them, and what are they looking for from me and my team?
It doesn’t matter if it’s their first or final investment, it’s likely they have an emotional bond to the property and that it represents something of significance in their life. When we start connecting on that deeper level, it lays the foundations of trust, respect and understanding that are so important.
When you embrace this (and accept that while the race may change, there’s not a defined finish line), you’ll find yourself able to build stronger and more authentic connections with tenants — a relationship that is unfortunately sometimes overlooked.
Meaningful engagement is built by validating a tenant’s voice at all stages of the lifecycle. It could take the initial form of exploring what this property would represent for them — perhaps it’s where they’ll start a family, live independently for the first time, or fulfil a childhood dream. After that, it’s knowing if and where their values match yours and your client’s, identifying opportunities to improve experience and tenure, and continually communicating the expectations that can be misunderstood if left unsaid.
This is as important for existing tenants as it is for prospective ones, and even more so when there’s uncertainty and instability in the market. If a tenant’s not right for one place, they may well be right for the next.
I guarantee you they will remember the care and time you invested in those initial connections — I know I do.
It’s also critical to nurture “your people” in PM. The ones you turn to when you’re in the trenches, whether it’s a colleague at the desk next to you or an industry mentor. It’s those connections that will keep you supported and inspired to face what’s next. We’re all better when we come together, and I am continually in awe of the support and resilience my team shows, and how they remain focused on why we do what we do.
So, what is that “why”? I think it’s about place — specifically, the honour and responsibility we have in creating and delivering a sense of place. It’s this very sense of place that the owners connected with when buying the property that we’re now managing. It’s the attraction the tenant felt on their first inspection. It’s the sense of place that we enjoy on our streets and in our neighbourhoods — one that wouldn’t be complete without the heritage façade of a terrace, or the polished floors and timber beams of a warehouse.
It’s the metaphorical sense of place that you feel when working with a team who understands and celebrates your wins as much as they do your worries. It’s innately knowing what you bring to the role, to your team and to our industry every day.
Finally, it’s about the future of the property management industry that we’ll continue to build and shape. It’s one that’s full of opportunity to deepen what we can deliver and demonstrate our value as trusted advisers. It’s one that will continue to be shaped by technology, togetherness, and best realised when we move forward with optimism and enthusiasm.
It’s sometimes said that property managers are the “unsung heroes” of our industry. If that’s true, then I think it’s time to sing.
Chantelle Collin is the head of property management at BresicWhitney.
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