PM Collective - The ART of Property Management

Send us Fan Mail In this episode, Elise Thomas coaches new property managers on elevating the client experience beyond basic tasks. She emphasizes proactive, personalized service using clear communication plans, consistent processes, and technology to build trust and loyalty. Elise shares practical tips like bringing solutions (not just problems), gathering and acting on feedback, and celebrating small “one percenter” moments that make clients feel valued. She contrasts reactive and proactive management, urging listeners to anticipate needs, foster continuous improvement, and embed exceptional service in team culture to boost client satisfaction, retention, and referrals. This podcast is kindly sponsored by Plumbing Bros

Send us Fan Mail We talk with Joanne Lamont from Cove Property Co about the real work behind launching a new property management business and the mindset shift from employee to owner. We dig into boutique positioning, earning trust without a long brand history, and making smart choices around marketing, outsourcing, and tech. • moving from experienced PM to startup founder, including naming hurdles • defining “personal service” and setting a realistic portfolio target • handling the growth dilemma when more leads arrive than planned • wearing multiple hats as a business owner and avoiding burnout roles • overcoming the risk objection when the brand is new and reviews are limited • lead sources that drive early growth, including referrals and networking • building local presence with ads, letterbox drops, and community visibility • treating marketing support as a non negotiable investment • choosing what to outsource first, including property condition reports • picking a property management tech stack and avoiding add on overload If it is something you have been thinking of doing and you want to reach out to me or reach out to Joanne, you can reach out to either of us. Feel free to touch base with either of us. 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We unpack how AiME Connect links PropertyMe with AI tools like Claude and ChatGPT so property managers can pull portfolio insights, automate repetitive work, and standardise better workflows. We share real examples from beta testing, from end of month reporting templates to suburb level benchmarking that changes how we talk fees, maintenance, and performance. • Kym’s shift from head of property management into systems and technology across the business • Training a mixed generation team with shorter sessions and tailored one on one support • What AiMe Connect is and why different roles use it in different ways • End of month reporting prompts, templates and scheduled tasks that reduce manual steps • Using portfolio data to benchmark tenant tenure and maintenance volume by suburb • Turning benchmarking into clearer investor conversations and smarter fee decisions • Rollout controls using company managed seats plus connector and privacy governance • Security realities, LLM training settings and why user permissions change AI results • Cleaning up off platform dashboards so more data can be queried inside PropertyMe • Lease renewal workflows, tasks and triggers that stop things slipping through cracks • Why AI adoption affects recruitment, retention and property manager quality of life www.propertyme.com.au 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with Jodie Hingst to unpack why property management communities share so openly and how the right conversations can shortcut years of trial and error. We get practical about cash flow, software decisions, and what stays uniquely human as AI takes on more admin work. • coffee catch ups as a low-pressure way to build trust and earn referrals • why property managers share what works instead of gatekeeping • the rescuer mindset and how it shows up at work and at home • using peer recommendations to shortcut vendor and platform decisions • CRM selection as a major cost decision for small agencies • why switching signing tools is easier than switching CRMs • cash flow forecasting, buffers, and the reality of building to 50 properties • separating wage, profit, and expenses to improve financial literacy • the 50-property crossroads: lifestyle business or hiring support • VAs, automation, and AI handling admin so owners focus on relationships and inspections 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We talk through what it really takes to lead a multi-generational workplace without stereotyping people or treating every difference as a problem. We share practical ways to manage retention expectations, communication preferences, remote work boundaries, and inclusive team traditions while keeping standards high. • why “retention at all costs” can be the wrong target • how younger career pathways, travel plans and job moves change leadership expectations • misconceptions about tech ability and why older workers can be early adopters • why seniority does not automatically equal leadership credibility • handling resistance to new processes by asking why and building capability • using hybrid communication so outcomes stay consistent across different work styles • phone calls vs texts and setting escalation rules that protect client service • leveraging generational differences to better serve a multi-generational client base • remote work tips around role clarity, delegation and intentional connection • making Christmas parties inclusive with optional events and recognition moments 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 kindly sponsored by Plumbing Bros

Send us Fan Mail Most people think “operations” means calendars, checklists, and a few spreadsheets. The truth is messier and more human. This week Marisa Reeves, operations Manager at SOCO Realty & PM Collective is joined by Fowzia from Property Assist Inspections, and we get honest about what it takes to run the day-to-day of a growing inspection business while keeping clients happy and a team supported. We talk through Fowzia’s path from residential real estate sales and property development into Property Assist operations, and what surprised her most: being trusted to make decisions without layers of approvals. From there, we go practical on systems and process. Fowzia explains how Property Assist is structured across in-office staff, on-road inspectors, and an offshore team, and why communication is the make-or-break skill when agencies outsource property inspections. If you manage inspections, lead a PM team, or want a clearer picture of what an operations manager actually does, you’ll leave with practical ideas and a better framework for building a calmer, smarter business. Subscribe, share this with a colleague, and leave a review so more property managers can find the show. 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We catch up with Brittany Trefort in Perth and get honest about what is actually changing property management right now: capacity, tech, and the way we design work. We unpack offshoring and work-from-home without the guilt, then get practical on PropertyMe task automation and everyday AI that saves hours without killing service. • paperless workflows versus old school habits and why both still exist • offshoring and outsourcing as a business model choice rather than a moral failing • keeping owner communication with the property manager while delegating repeatable admin • work-from-home pros and cons including neurodivergent capacity and culture gaps • clear sick leave boundaries when work is diverted to the team • triennial licensing as career development plus updating compliance and risk systems • new build management timelines including PCI support and builder warranty tracking • defects captured through routine inspections and automated prep before the 12-month defect inspection • automating lawns and gardens support with staged check-ins after move-in • head of department ownership of automation with feedback loops from the team • AI tools like Claude and ChatGPT for drafts, spreadsheets, and utility splits • how solo PMs can start with templates, checklists, and community groups for support • using automation to let juniors and admins deliver consistent, confident service 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with Chris Mercer to get brutally clear on what real estate agency numbers actually reveal and why benchmarking beats gut feel every time. We dig into rent roll strategy, acquisition reality, and the productivity standards that separate busy teams from profitable ones. • Chris’s background and why he focuses on the business of real estate • How a standard profit model makes benchmarking fair and actionable • What a rent roll should predict about future sales volume • Why some agencies manage well but miss listings and market share • Profitability vs valuation in property management and how banks are changing the rules • Acquisition myths, debt sanity, and why payback often takes longer than planned • The scoreboard mindset: numbers reflect actions, not wishes • Property management productivity as properties per total staff count • Why software alone hasn’t lifted portfolios per head and how utilisation matters • Proactive systems that prevent problems and reduce overservicing • Scaling to 2000 managements with churn maths and smarter growth timing If anyone is interested in finding out more, I use it in my business, I love it. So you can reach out to Chris or you can reach out to me and I’ll put you in touch. www.reapdashboard.com.au or chris@thelivegroup.com.au 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 kindly sponsored by Plumbing Bros

Send us Fan Mail Are you a property manager — or a business owner and investor? The words you choose shape how landlords, investors, and your market see your property management business, and most of us are underselling ourselves. In this episode, we unpack: Why "I'm a property manager" undersells you, and what to say instead Job titles that elevate your team ("Senior Property Manager," "Administrative Manager") — and the ones that make us cringe How we surveyed our clients after the federal budget, and why nearly 70% of investors weren't concerned despite the doom-and-gloom headlines What to say when a landlord is thinking of selling their investment property Why "adjusting the rent" beats "dropping the rent" — and other positive language scripts that build trust How to turn your own portfolio data into a local benchmarking report the media can't compete with Whether you run a property management business in Australia or anywhere in the world, this one will change how you introduce yourself at your next networking event. Guest: Anita Walker from Pearl Property in Western Australia 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with rent roll finance broker Travis Whelan to unpack how rent roll lending actually works and why most real estate agencies waste time going to the wrong bank or the wrong banker. We get honest about what lenders look for, what prep makes you fundable, and how messy books can block your next acquisition even when the rent roll looks healthy. • Travis’ background in business banking and rent roll finance • how rent roll finance differs from standard mortgage broking • why only a handful of lenders truly play in the space • what happens when one bank says no and another says yes • the mix of micro agencies, bolt-on purchases, and large exits • why “paid off in three years” often becomes eight to ten • the rise of property managers starting micro businesses for lifestyle and autonomy • the sales director dilemma and why some undervalue the rent roll • outsourcing as a bridge strategy for small portfolios • what documents lenders want: financials, tax returns, valuation reports, statements, personal position • why formal pre-approval is hard for buying a rent roll • personal expenses in the P&L, EBITDA vs adjusted EBITDA, and what banks will accept • how to get sale ready years before you sell Travis at www.therentrollfinancebroker.com.au or find The Rent Roll Finance Broker on Instagram or Facebook 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We unpack the mindset shift that turns an annual investor audit from a scary “what if I get it wrong” idea into a practical service that builds trust and loyalty with landlords. We also get specific about language, time limits, and follow-up systems so property managers can add investment value without crossing into financial advice. • delaying implementation because of fear of getting it wrong and how to move past it • sending audit invites in waves to manage workload and calm nerves • what uptake really looks like across a portfolio and why the invite still matters • why savvy interstate investors tend to book more often • reframing property managers as investment experts with unique portfolio insight • using disclaimers and referrals to avoid giving financial advice • prompting better decisions by asking about interest rates, brokers, and insurance reviews • balancing efficiency with relationship-building and reading the room • options for owners who do not book, including lighter updates and careful wording • using lease renewal lead time to educate owners and plan maintenance earlier • training teams so knowledge does not get lost through staff changes • setting tasks to follow up 12 months later and comparing reports year to year 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with Sara Press to talk about what property management leadership looks like when you stay hands-on and still protect your team’s time, energy, and judgement. We dig into escalations, client psychology, and the shift from being a manager to being a leader as portfolios grow and legislation changes. • Sarah’s background in property management and her hands-on Head of Department role • How escalations start, how we triage them, and how we stop issues looping for weeks • Coaching property managers to bring facts, options, and documentation before we step in • Using legislation and clear record keeping to reduce risk and strengthen outcomes • Portfolio size, support layers, and how assistants smooth workload spikes • Handling owners who bypass the property manager and call the department head • Head of Department versus Operations Manager responsibilities and how they work together • Team capacity, culture, and why accessible “random leadership” beats formal one-on-ones • Personal boundaries that help leaders recover and switch off after work 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We pressure test cold calling with Kenslee from Platinum and land on a simple truth: it works when the list is clean, the script is tight, and the follow-up system runs in the background. We share real numbers from a 1,000-dial month, plus how we balance cold outreach with retention, referrals, and mindset so growth actually sticks. • why cold calling still belongs in a property management BDM toolkit • building a qualified landlord call list using RP Data and ID4me • handling “Where did you get my number from?” without losing confidence • using offshore VAs for data scraping, admin support, and follow-up tasks • defining a lead as “yes, send me info” and logging everything into a CRM nurture campaign • what 950 to 1,000 calls can produce in leads and new managements • realistic ramp-up timelines for new BDMs and new territories • relationship manager vs BDM and when an SDR or appointment setter makes sense • calling existing clients, investor audits, and why phone beats long emails • churn rate as the hidden metric that decides whether growth matters If you are thinking that you wanna do cold calling and maybe your numbers aren't there and you need to do something- then reach out to Kenslee, who can help you with how she developed her script 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with Tania to trace her 30-year path through real estate, a surprising detour into catering, and the service mindset that makes people remember your name years later. We also get practical about offshore virtual assistants, AI-era communication, and how property managers can reclaim time to do the high-trust work that actually grows portfolios. • Tania’s career journey from receptionist to senior property management • Leaving the industry for family, returning with clearer strengths and boundaries • Building a catering business and the transferable skills of planning, pressure and client service • “Delivering an experience” as the real differentiator in property management • Listening more, slowing down, using a filter and respecting what matters to the client • Offshore virtual assistants as capacity builders rather than replacements • Cybersecurity and process benefits of office-based offshore teams • Delegation, trust and the 90% done versus perfection mindset • Why leasing may become a higher-value senior role as automation grows • AI, tribunals and handling long emotional emails with short factual replies 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We talk about why the end-of-year rush drains teams and how connection helps us stay steady when pressure climbs. We share research, planning tips for property management, and simple traditions that keep morale high without adding more stress. • Why end-of-year workload and Christmas pressure hit morale so fast • Australian engagement and mental health stats that make connection a business issue • Planning inspections, vacancies, and move-outs to reduce December chaos • Keeping office energy calm so stress does not spread • Low-budget ways to build belonging through food, games, and shared laughs • Recognition and psychological safety as practical productivity tools • Weekly habits that lift spirits and carry culture into January Take care of yourselves, take care of your work colleagues and have a wonderful Christmas. This podcast is kindly sponsored by Plumbing Bros

Send us Fan Mail We turn a simple coffee catch-up into a blunt, practical talk on why workplace culture rises or falls on leadership behaviour, not perks or policies. Alan Mpora shares how alignment, self-reflection, and human connection become even more important as AI reshapes the work we do. • leadership advisory explained as culture transformation led from the top • why most businesses seek help only after resignations and HR drama • skill versus will as the fastest way to diagnose performance issues • recruiting for values alignment with mission, vision, and purpose • why Friday pizzas and “benefits” cannot cover up bad leadership • AI making soft skills and real human connection more valuable • real estate and property management shifting from transactional work to client leadership • psychological safety as taking someone’s concerns seriously even if you disagree • informal one-to-one time and open-door leadership versus textbook meetings • budgeting emotional support time and linking culture to retention and P&L • forgiveness, purpose, and learning from life changes without living in regret they can find me on our website, www.mporaconsulting.com, or you can find me on LinkedIn, Alan Mpora Allan Mpora – Business Consultancy 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We talk through what happens when a property management business outgrows its original plan, and why changing your point of difference is not a betrayal of your earlier marketing. Sophie shares how she rebranded, restructured, and built systems that protect service standards while still making room for growth. • why a business name change lands easier than you think • the emotional weight of partnership changes versus brand changes • scaling from a small portfolio mindset to 250 managements • staffing levels in a high-compliance market and what “overstaffed” can miss • building specialist services for insurance, VCAT, escalations and renovations • protecting property manager retention with better support roles • why human connection still wins even with better tech • lead generation through content, relationships and positioning rather than Google ads • onboarding that reduces friction now and educates clients later • using workflows, templates, VAs and AI to keep quality consistent as you scale • the shift from solo operator to true business owner leadership 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We dig into why we refuse to list rentals we have not physically checked, and how that one rule prevents pricing mistakes, nasty surprises, and messy disputes. We also share practical due diligence steps for vacant handovers and transfer-of-management takeovers, including what we ask before we say yes. • refusing unseen rental listings to protect everyone involved • using floor plans and inclusions to assess new builds early • spotting features that shift rent like air conditioning and ceiling fans • explaining vacancy cost maths to price-sensitive owners • handling unrealistic rent expectations without burning bridges • managing open homes and no-shows by updating the entry condition report onsite • asking why a property is transferring and checking arrears risk • using listing history and drive-bys to flag repeat churn • inspecting within the first month to uncover deferred maintenance • navigating New South Wales rules after no-grounds termination ends Pat Mears - Rubix Realty 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We sit down with Cassandra from Terrahaven Property Management to talk about what real leadership looks like when you’re managing people, properties, and constant curveballs. We dig into troubleshooting, training juniors, work-from-home change, and the home boundaries that keep burnout from swallowing your career. • Cassandra’s path through real estate roles and why property management sticks • Building trust by being a connector rather than pretending to be the expert in everything • Troubleshooting maintenance to avoid wasted call-outs and protect owner budgets • Making “I don’t know” acceptable so juniors ask better questions • Setting support structures in-office versus working from home • Leading with check-ins and cues instead of micromanaging • Blended family systems, boundaries, and avoiding silent expectations • Linking a stable home life to a better client experience and less burnout • Small habit changes that reset a bad day before it becomes a bad week • Why peer-to-peer learning at Rebar feels more useful than event overload If anyone is listening to this and would like to reach out to Cassandra, find her on Instagram as well and say hi 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 kindly sponsored by Plumbing Bros

Send us Fan Mail We share seven practical levers to keep great property management people from leaving, rooted in what actually drives loyalty, wellbeing and performance. We focus on building a workplace people choose, using clear leadership, fair pay and support that reduces burnout. • Slowing down recruitment to protect values and culture • Offering real flexibility through remote boundaries and flexible hours • Building an inclusive culture through shared activities and recognition • Investing in professional development and clear growth paths • Leading with trust, transparency, and practical support in conflict-heavy work • Recognising achievements in personalised, meaningful ways •Paying to market and reviewing salaries regularly • Managing workload, portfolio size, admin help, and tech to prevent firefighting This podcast is kindly sponsored by Plumbing Bros