From Ordinary to Extraordinary: The Art of Property Management

Send us Fan MailIn this episode of "The Art of Property Management" podcast, host Ashleigh interviews Debbie Reagan, former information officer at the Real Estate Institute of Western Australia (REIWA). The conversation covers topics such as the types of calls received on the hotline, how to handle difficult questions, and the importance of effective communication between property managers and tenants. They also discuss the challenges faced by property managers, including legal issues and maintenance problems, and the need for property managers to continually educate themselves and communicate effectively with all parties involved. The conversation ends with a discussion on mental health awareness and support in the property management industry.Debbie's background in property management [00:01:15] Debbie talks about her experience as a property manager and her role as an information officer at REIWA.Handling difficult questions on the REIWA hotline [00:03:31] Debbie discusses how she handles tricky questions on the REIWA hotline and the resources she uses to find answers.Types of calls received on the REIWA hotline [00:04:42] Debbie explains that the majority of calls on the REIWA hotline are from tenants, followed by property managers and landlords, and gives examples of common questions received.Dealing with difficult callers [00:09:46] Debbie shares a story of a caller who used abusive language and how she handled the situation.Types of calls received on the hotline [00:10:33] The conversation covers the types of calls received on the hotline, including situations where the property manager may have given incorrect advice.The importance of property management as a career [00:15:53] Debbie compares the role of a property manager to that of a sales rep and emphasizes the need for property managers to take pride in their work and recognize it as a career.The Eviction Process in the US [00:18:42] Comparison between the eviction process in the US and Western Australia, where lawyers handle the eviction process in the US.Empowering Property Managers with Knowledge [00:20:15] Importance of property managers empowering themselves with knowledge, such as mental health, maintenance, and property terminology.Handling Maintenance Issues Professionally [00:23:27] Tips on how to handle maintenance issues professionally, such as troubleshooting questions, giving owners options, and getting instructions in writing.Mental Health First Aid Training [00:27:27] Ashleigh and Debbie discuss the benefits of mental health first aid training for property management teams, including the importance of direct language and recognizing signs of mental health issues in clients and colleagues.Handling Difficult Questions [00:28:54] Ashleigh and Debbie discuss the challenging task of asking a client if they are considering suicide, and the importance of effective communication and language in handling difficult questions.Supporting Work Colleagues [00:31:11] Ashleigh & Debbie discuss the importance of supporting work colleagues in a high-stress job like property management, and recognizing signs of stress or burnout in colleagues.If you are interested in purchasing a copy of Debbie's book, email her at [email protected] podcast is kindly sponsored by Longreach This podcast is sponsored by PropertyMe.Australia's #1 Property Management Software. www.propertyme.com.au