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KPI and bonus structures in property management are highly dependent on team structure and should be implemented thoughtfully with focus on rewarding performance that exceeds standard expectations rather than basic job functions.

• The "Keep It Budget" gives property managers their full bonus upfront which gets reduced for avoidable mistakes
• "Profit Per Portfolio" rewards based on total revenue generation instead of property numbers
• "KPI A La Carte" allows team members to choose focus metrics quarterly
• Task-based micro bonuses incentivize specific tasks like routine inspections or 5-star reviews
• Shared bonus pools create team accountability especially in task-based structures
• Creative non-monetary incentives include Culture Coins and mini-CEO programs
• Client experience metrics like NPS scores provide balance to prevent quantity over quality
• Not all agencies need KPIs - many successful businesses simply pay market rates with great environments

I'm always happy to share ideas and brainstorm together. If you have creative approaches to KPIs or questions you'd like addressed, please send them through to me.

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

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Ash and Nikki from Rezzi Strata challenge conventional real estate wisdom with over 45 years of combined industry experience, offering fresh perspectives on success, client relationships, and work-life integration.

• Anti-advice on vacation disconnection: checking emails while away can actually reduce anxiety and prevent overwhelming return pileups
• The myth of needing expensive cars: staying within your means and being authentic matters more than projecting an artificial image of success
• Building genuine relationships with clients creates trust and understanding in both directions, contrary to advice about maintaining strict professional boundaries
• Delegation is essential for growth - documenting processes and trusting your team allows you to focus on client relationships
• "The customer is always right" isn't always true - tactful communication about legal or procedural matters preserves relationships while guiding clients toward better decisions
• Self-care looks different for everyone - find what genuinely helps you relax rather than forcing yourself into prescribed methods
• Values-based decision making helps explain priorities to both clients and family members, especially when explaining choices to children

If you have anti-advice you've been given that you want us to discuss in our next episode, please DM us - we'd love to continue this series!

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is kindly sponsored by The Efficiency Co.

We are a dedicated consultancy, training, and support partner for innovative real estate organisations.

Specialising in agency operations, team development and technology integration, we provide the insight, support, and training to maximise your performance.

Our toolbox includes 1:1 Coaching for industry pros, 1:1 Personal Strategy Sessions, Team Engagement Workshops and Bespoke Agency Consultation

Support the show

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Cecille Weldon from WeldonCo shares her expertise on the hidden value drivers in property that are transforming the real estate industry, with a focus on energy efficiency features that benefit investors, property managers, and renters alike.

• Better homes for Australians is Cecille's big "why" and driving passion
• Property professionals are often missing opportunities to showcase valuable energy efficiency features
• The language we use matters – focus on property features rather than ambiguous terms like "sustainability"
• Cost of living concerns affect 100% of potential tenants and buyers, creating opportunity to highlight features that reduce ongoing costs
• Energy efficiency features provide the lifestyle benefits of comfort and reduced running costs
• Banking and financial sectors now offer targeted upgrade loans for energy efficiency features
• Properties without these features are increasingly viewed as risks by lenders
• Quality of the rent roll as a property asset is becoming more important than just cash flow
• Property managers should pivot from "property maintenance" to "property upgrade" mindset
• Replace like-with-like approach needs to be abandoned in favor of strategic upgrades
• Hot water systems represent 26% of energy bills and are a key upgrade opportunity
• New industry-led Prop Tech Energy Efficiency Features Standard bringing consistency to how these features are labeled and tracked
• Competitive advantage comes from positioning as an expert in property quality and performance
• Having the right conversation with investors by speaking to them as investors rather than landlords

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is kindly sponsored by The Grout Guy.

The team at The Grout Guy are the leading experts in regrouting, waterproofing, and tiling services nationwide. Property managers find comfort in their 10-year waterproof warranty on all full shower regrouts.

Visit thegroutguy.com.au to rejuvenate your properties tiles and grout now!

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

Support the show

Send us a text

Shannon from Property Assist joins us to explore how controlling behaviors in property management businesses can limit growth and create unnecessary stress for both owners and teams.

• Shannon's outsourcing business has expanded to Adelaide, Melbourne, Sydney, Brisbane, Gold Coast, Sunshine Coast, and Perth
• Controlling behavior often stems from high standards and unwillingness to try different approaches
• Team members with controlling tendencies typically feel stressed and overwhelmed
• Self-reflection is key to identifying if you're exhibiting controlling behaviors
• The difference between caring and controlling is important to understand in business relationships
• Property managers who are controlling with office processes are likely being controlling with clients too
• Different generations approach tasks differently but can still achieve the same results
• Trusting team members to make decisions empowers them and enhances their perceived value to clients
• Every business will have costs associated with mistakes - budget for these rather than creating a blame culture
• Business owners should focus on outcomes rather than micromanaging the journey
• Approach team support from underneath by asking "what do you need?" rather than demanding from above

If you need outsourcing solutions anywhere in Australia, reach out to Shannon and the Property Assist team, even if they're not yet operating in your specific area - they're always looking to expand.

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is sponsored by West Oz Trades.

West Oz Trades are the team to service and install your air conditioning systems in Perth Western Australia. WestOz Trades Air Conditioning Services | Perth, Western Australia

This podcast is sponsored by MyConnect.

Todays Sponsor is MyConnect: They reward you generously for every successful connection we receive from your office. We also regularly run campaigns and exclusive events to reward our partners for their ongoing support.

Working seamlessly with popular trust softwares, the process is easy for property managers who can reap the benefit.

www.myconnect.com.au

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Louisianna Giumelli shares her journey of taking over Choice Property Group, a 32-year legacy real estate business, and how she's refreshing the brand while honoring its history.

• Started in real estate 12 years ago working through leasing, property management, sales and corporate roles
• Originally approached her former employer about buying just his portfolio, but was offered the entire business instead
• Chose a strategic 50-50 partnership for transition before buying the business outright
• Made conscious decision to refresh rather than completely rebrand to honor the legacy
• Maintains the business's unique position as a full-service boutique agency offering residential, commercial, property management and sales
• Describes leadership style as "servant leadership" – leading from underneath by asking "what do you need from me?"
• Emphasizes the importance of being "in the trenches" with your team rather than managing from above
• Structured one-on-ones focus on connection rather than performance tracking
• Balances drive for continuous improvement with understanding when the team needs a break
• Sources support from various people including family members, consultants, and the previous owner

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is kindly sponsored by The Grout Guy.

The team at The Grout Guy are the leading experts in regrouting, waterproofing, and tiling services nationwide. Property managers find comfort in their 10-year waterproof warranty on all full shower regrouts.

Visit thegroutguy.com.au to rejuvenate your properties tiles and grout now!

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

Support the show

Send us a text

Martina from Properteasy shares how visual compliance management systems transform property management from stressful to enjoyable, allowing property managers to provide better service and add value to their rent rolls.

• Property compliance viewed as a "big beast" causing stress for many property managers
• Properteasy was born from frustration with managing compliance documentation in traditional systems
• Visual color-coding instantly shows property compliance status, eliminating time wasted searching for information
• Proactive compliance management leads to better client relationships and fewer emergencies
• Organized compliance documentation significantly increases rent roll value for business owners
• Quality contractor relationships are crucial for smooth compliance processes
• Identifying non-compliant properties helps optimize portfolios and improve business efficiency
• At its core, compliance is simply another form of maintenance that property managers already handle expertly

Book a demo to discover how Properteasy can help you manage compliance more effectively and turn a source of stress into a strength.

Property compliance management software | Properteasy

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is kindly sponsored by The Grout Guy.

The team at The Grout Guy are the leading experts in regrouting, waterproofing, and tiling services nationwide. Property managers find comfort in their 10-year waterproof warranty on all full shower regrouts.

Visit thegroutguy.com.au to rejuvenate your properties tiles and grout now!

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

Support the show

Send us a text

Every problem has two potential solutions - often polar opposites - but we typically fixate on just one comfortable option. Developing the ability to see and prepare for alternative solutions is critical for business resilience and long-term success.

• Being overstaffed presents two options: aggressive growth or making someone redundant
• When unable to find a property manager, consider process improvements and offshore solutions alongside continued recruiting
• Don't just complain about problems - actively work on alternative solutions
• Connect with other business owners who can help identify options you might not see
• Anticipate future challenges like market shifts and begin preparation years in advance
• Build business resilience through diversification and strategic planning

Reach out if you're struggling with a business challenge - I'm always happy to help confidentially through social media or direct messages.

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

Support the show

Send us a text

The property investor landscape has dramatically transformed over the past two decades, requiring property managers to adapt their approaches and services to remain relevant. Understanding these changes is essential for developing effective strategies to better serve modern investors and build lasting client relationships.

• Shift from accidental to intentional landlords with more business-minded approaches to property investment
• Self-education playing a larger role as investors research more before engaging property managers
• Need for property managers to provide quality education through videos, webinars and annual investor audits
• Transition from transactional management to relationship-based service delivery
• Building trust with clients leading to easier maintenance approvals and management decisions
• Importance of being a holistic real estate resource for investors, not just a rent collector
• Annual investor audits covering emotional check-ins, financial reviews, and property forecasting

Head over to pmcollective.com.au to access our Annual Investor Audit course for $99 and implement these strategies in your business.

PM COLLECTIVE - GUIDE AND SHAPE AN ENJOYABLE FUTURE

We believe in making industry-leading education and support accessible to everyone. Our community is packed with free resources, expert insights, and innovative training designed to help business owners, property managers, and BDMs thrive.

This podcast is sponsored by Inspection Express.

Inspection Express and Paperless Office is the leader in innovative, time saving property Inspection Software.

Property Management Software | Inspection Express & Paperless Office (ipropertyexpress.com)

Support the show