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Acknowledging PMs as “a leading force in the industry”, one network is ensuring it is making a real investment in its people.
LJ Hooker’s general manager of network Australia, Stephen Mutton, has acknowledged the group’s property management division — across all of house of brands — “is crucial to our group’s success”.
He professed that property management “stands as a testament to our commitment to excellence in both service and stewardship. With meticulous attention to detail and unwavering customer dedication, our property managers are a leading force in the industry.”
Further acknowledging how property managers play “vital roles in the enrichment of their customers by cultivating lasting tenant relationships and maximising asset value and ensuring financial security”, he stressed it as “imperative” that LJ Hooker offers its property managers “the support and resources they need to thrive”.
It is that attitude that’s led the network to develop Shine, a property management conference dedicated to its teams across LJ Hooker, Atlas by LJ Hooker (Australia), and Harveys (New Zealand).
According to Nick Georges, LJ Hooker Group head of property management, Shine “is a significant investment in our property managers and business development managers and a must-attend event of the year”.
Shining a light on the trends and best practices out there for the property management industry, Shine has just had its second iteration, with more than 650 LJ Hooker professionals coming together for the event.
“Off the back of the success of our inaugural conference last year and our growth, the number of attendees this year increased by 44 per cent,” Mr Georges revealed.
From his perspective, “it is an outstanding platform for learning, networking, and innovation in our field”.
But it’s not a perspective held by him alone, calling network feedback from this year’s event “sensational”.
He shared that the conference had received significant Net Promoter Scores of 57 and 79 in Australia and New Zealand, respectively.
“That comes down to providing relevant and insightful content that will enrich them, reflected in the NPS scores.
“Our goal was to create a truly value-adding experience for our property managers and we are proud to say that we achieved that.”
A mix of presentations from the likes of PropUP’s Peter Camphin and Dr Adrian Medhurst were interwoven with interactive workshops, with an overall focus on “the practical application of key learnings in everyday business interactions”.
“The thought-provoking sessions delved into the realm of the customer experience and how our property managers can reset industry benchmarks,” Mr Georges said.
That’s because of LJ Hooker’s attitude that “each interaction with our customers must be exceptional”.
“Our ultimate goal should be to provide an unexpected experience at every touch point — so that we are continuously exceeding customer expectations.
"In property management, where recognition can often be scarce, bringing together the network fosters a valuable exchange of peer-to-peer learning and cultivates a culture of mutual appreciation,” he concluded.
ABOUT THE AUTHOR
Grace Ormsby
Grace is a journalist across Momentum property and investment brands. Grace joined Momentum Media in 2018, bringing with her a Bachelor of Laws and a Bachelor of Communication (Journalism) from the University of Newcastle. She’s passionate about delivering easy to digest information and content relevant to her key audiences and stakeholders.
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