From 0 to 2,500 — managing expectations through rapid growth — podcast episode 18

Article by Kate Sunol Marketing Manager, Industry and Growth 12 July 2024

TL;DR

Systemising, streamlining and where possible, automating the “busy” work allows huge capacity for PMs, BDMs and Leasing Associates to focus on what really matters — your customers!

How does this transform service levels during rapid growth?

There is a special hum of activity that is found across high-performing teams. It isn’t necessarily the back-and-forth of problem-solving, status updates or the scrambled search for that missing set of keys. The strongest indicator of a healthy PM team culture is the ability to connect and collaborate on activities that move the dial of success.

There isn’t a single magic process or formula, but a variety of unique ways some departments have found to take the pressure off the process, or ‘busy’ work and apply focus to key areas.

It might be the leveraging of AI and automation software to help process the smaller steps or a robust suite of processes and templates to keep everyone on the right path. Whatever tools are used, these agencies have the systems in place to allow team members to focus on clients, while being assured the important work keeps turning in the background.  

My top three takeaways from this episode: 

The secret sauce is in fact, trust 

When Property Managers, BDMs and Leasing Agents can trust that the support team, the tools, processes and checks in place will keep the busy work and the admin work turning, they have capacity to provide an exceptional customer experience.

Building relationships doesn’t happen over email

We know that relationships happen through conversations not emails. So here’s your reminder when you pick up the phone that’s what you’re there to do. Build trust, build credibility, build rapport, reassure the client that you’ve got this, and they have made the best decision partnering with you to manage their asset.

And for leaders — “Are you providing your Property Managers with the same service you’re providing your landlords?”

^This quote from Hope is such a game-changing statement to ask yourself and your team. 

💬 Do you check in on the health of your team relationships? 

💬 Do you provide opportunities that support them to feel heard and valued? 

💬 Do they have your attention when you’re talking and get value from conversations?

💬 Are they recognised and supported when they actively build this culture?

Hear from Hope on how their team address all of this and more, scaling to 2,500 managements in four years.

Catch the full podcast episode here:

🎧 Listen on Buzzsprout

🎧 Listen on Spotify

🎧  Listen on Apple

And remember to subscribe!

— Kate