PASSION AND RESILIENCE - HOW MICHELLE MCLEAN ACHIEVES PROPERTY MANAGEMENT EXCELLENCE - REINSW
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
REAL ESTATE INSTITUTE OF NEW SOUTH WALES
JUL/AUG 2020 VOL 71/04
Passion
and
resilience
How Michelle McLean
achieves property
management excellence
OPTIMISE YOUR ONLINE PRESENCE
Positioning yourself as a real estate leader
COURAGEOUS SELF-LEADERSHIP
Turning pressure into performance
CELEBRATING EXCELLENCE
Awards for Excellence finalists revealed
PROTECTING YOU
PROTECTING YOUR REAL ESTATE BUSINESS
Professional Indemnity insurance is essential for all real estate agents. It helps protect you
and your business against potential claims such as breach of professional duty. Without
it, you may be putting your business and personal assets at risk and may be in breach of
legislative requirements.
Created solely for real estate agents Managed by JLT providing international
expertise across ALL lines of insurance
indemnity insurance solution at a local level
Underwritten by QBE Insurance
Fully featured, competitively priced
(Australia) Ltd
Access to a complimentary legal
Realcover gives back to the industry by
consultation hotline with a specialist
providing education to REI members
lawyer for up to two hours
Realcover is a true success story and is here to support real estate agents in the long term.
To obtain a quotation, please visit www.realcover.com.au or call us on 1800 990 312
Endorsed by
Any advice in this document is general advice and does not take into account your ob
Jardine Lloyd Thompson Pty Ltd ABN 69 009 098 864 AFS Licence 226827. The JLT Group is a part of the Marsh & McLennan Companies (MMC) group of companies.
Level 37, Grosvenor Place, 225 George Street, Sydney NSW 2000 (02) 9290 8000 www.au.jlt.com
INSIDE
Contents
UPFRONT
5 A word from the President
6 In brief
PERSPECTIVES
10 Changing children’s lives
Digital Live’s Steve Carroll shares the results of his campaign
to make a difference to the lives of children in Thailand.
12 Passion and resilience
Leah Jay’s Michelle McLean explains why resilience and
passion are at the core of her career success.
16 Thriving through adversity
REAL ESTATE JOURNAL
One of the oldest agencies in New South Wales, Creer Property
The Real Estate Journal is the official magazine of the has enjoyed well-deserved success over the last 148 years.
Real Estate Institute of New South Wales 18 Always striving
30-32 Wentworth Avenue Content and editorial The Real Estate Journal is provided
Conducting more than 500 auctions each year, Leon Axford
Sydney NSW 2000 Wordcraft Media for general purposes only. REINSW talks about what motivates him and reflects on his career so far.
(02) 9264 2343 0410 330 903 gives no warranty and makes no
info@reinsw.com.au hello@wordcraftmedia.com.au representation with respect to
www.reinsw.com.au www.wordcraftmedia.com.au the accuracy, applicability, legal WELLNESS
correctness or completeness of
Managing Editor Art and design any of the contents of the Journal.
20 Courageous self-leadership
Cath Dickinson Kids Got Moxie To the extent permitted by law, How to turn pressure into performance.
0410 330 903 info@kidsgotmoxie.com REINSW excludes responsibility
journal@reinsw.com.au www.kidsgotmoxie.com and liability in respect of any loss
arising in any way (including by FOCUS
Advertising Printing way of negligence) from reliance
(02) 9264 2343 Bluestar Printing on the information contained
22 Cooling off? Or cooling not?
advertising@reinsw.com.au www.ivegroup.com.au/ in the Journal. The opinions The uneasy relationship between auction conditions and
blue-star-print expressed in the Journal are cooling-off periods.
those of the respective authors
Photography and do not necessarily reflect 24 Celebrating excellence
Studio Commercial those of REINSW.
www.studiocommercial.com
Congratulations to all the finalists in the 2020 REINSW
Awards for Excellence. Find out who’s up for the top gongs.
30 Strive to thrive
Major Partners
Industry leader John Cunningham shares his thoughts on
what lies ahead as COVID-19 restrictions ease.
32 Relationships for life
Building solid relationships is central to your success. Why?
Partners Because when you invest in people, they’ll invest in you too.
34 Optimise your online presence
Valentina Borbone explores five ways you can position
yourself as a real estate leader in today’s online landscape.
37 Curbing COVID-19 claims
Practical steps to mitigate the risk of a claim.
TRAINING AND EVENTS
38 Training update
LAST WORD
Community Partner 41 New members
42 In the media
JUL-AUG 2020 REAL ESTATE JOURNAL 3
LANDLORD INSURANCE
The staff at RealtyProtect were always there
to assist me with every part of my claims. The
process from placing cover to making a claim is
quick which is really important for a busy prop-
CURRENT
erty manager. Having RealtyProtect behind our
back puts my mind at ease.OFFER
Mustafa – Laing and Simmons Mount Druitt
13 months
for the price
BECOME A DISTRIBUTOR of 12*
Connect your clients with the only landlord policy
endorsed by the Real Estate Institute of NSW.
WHAT OTHERS SAY Marsh and REINSW donate
$5 per policy to The Salvation Army.
The staff at RealtyProtect were always there to
assist me with every part of my claims. The process
from placing cover to making a claim is quick which
is really important for a busy property manager.
Having RealtyProtect behind our back puts my mind
at ease.
Mustafa Mohsinpoor – Laing and Simmons
Mount Druitt
In all my years in real estate, I have never
seen such a simple, comprehensive and
straightforward process to protect against
property investment risk.
Brett Hunter, Director at Raine & Horne
Terrigal and Property Investor
Get started: visit realtyprotect.com.au/agent
* The first period of insurance will be for 13 months. All subsequent renewals will be for 12 month periods. The precise period of insurance will be subject to the
number of days in the relevant thirteenth month. Please refer to your Schedule and Invoice for the period of insurance.
Cover is subject to the terms, conditions, limits and exclusions of the Policy. Marsh Pty Ltd (ABN 86 004 651 512 AFS licence number 238 983)
are authorised under a binder agreement with the insurer, Chubb Insurance Australia Limited (ABN 23 001 642 020, AFSL 239687). To distribute the Policy, Marsh
sub-authorises REINSW (ABN 51 000 012 457, AR 1260666) as an Authorised Representative, and real estate agents as Authorised Distributors. Marsh, REINSW
and the real estate agents do not act on your behalf. Any advice provided is general advice only and does not consider your objectives, financial situation or
needs. Real estate agents cannot provide advice regarding the Policy. Consider the Policy, the Key Facts Sheets and the Financial Services Guide to decide
if the insurance is right for you. 10134/19
A WORD FROM THE PRESIDENT UPFRONT
Excellence on show
This is always an exciting time of the year for REINSW as we celebrate the
achievements of our best and brightest with our Awards for Excellence. There’s always
a tremendous buzz across the industry when we announce the finalists.
in a way that we can be proud of and
we will undoubtedly emerge stronger.
I’m incredibly proud to see the support
being offered across the industry. Agents
supporting agents and businesses
They’re called the Awards
supporting businesses – sharing tips, for Excellence for good
offering advice and providing insights,
all aimed at ensuring we emerge on the
reason. They’re about
other side of these challenging times, excellence in service,
together and stronger.
Our finalists in this year’s Awards for
creativity, initiative and
Excellence exemplify this. commitment, and the
Congratulations to our finalists
winners are selected
The REINSW Awards for Excellence has for their achievements
always been held in the highest of esteem,
The buzz has multiplied this year and we recognising practitioners from across the
at the highest level.
certainly have reason to celebrate. spectrum of specialisations of our industry
It’s been a tough 12 months for all of in New South Wales. They are the longest
us and to say there have been challenging running awards program in NSW and,
times is an understatement. We’ve seen I believe, the most meaningful.
I believe this is what sets our Awards apart
drought conditions cripple regional areas There are lots of awards programs out
from other programs.
across New South Wales, followed by there now, but the REINSW Awards for
I’d like to congratulate all of this year’s
months of firestorms that devastated Excellence differs in one significant way.
finalists (see page 24) and I look forward
communities. Then COVID-19 hit. Almost We focus on quality, not quantity. Our
to celebrating our winners at the Awards
every aspect of what we do and how we Awards have never been about who has
for Excellence Gala Dinner.
do it has been impacted by circumstances sold the most property or who manages
outside our control. And the cherry the biggest office tower.
on top? Landmark reforms impacting They’re called the Awards for
qualifications, licensing, supervision Excellence for good reason. They’re
guidelines, residential tenancies and about excellence in service, creativity,
more came into effect. initiative and commitment, and
It’s enough to make anyone throw the winners are selected for their
their hands up and admit defeat. achievements at the highest level.
But we haven’t. No, we definitely They focus on professional skills and Leanne Pilkington
haven’t. Instead, we’ve come together behaviours, and how these are executed. REINSW President
JUL-AUG 2020 REAL ESTATE JOURNAL 5
UPFRONT IN BRIEF
On camera skills
At a recent REINSW webinar,
TV presenter and real estate
auctioneer Lochie Daddo shared
his top tips for presenting well
during video conferences.
Insurers leave landlords high and dry
1 Try not to look at yourself
Research shows that we
spend up to 50 per cent of our
Rental payments represent a significant
chunk of every tenant’s budget.
With the fall-out from the COVID-19
to negotiate in good faith, which then
forces the tenant to seek an order
from the NSW Civil & Administrative
time during a video conference pandemic leaving so many people Tribunal. If the landlord agrees
looking at ourselves. Turn your worried about their ability to meet to a rent reduction, their insurer
own camera off and focus on the their financial commitments, it’s little effectively abandons them.
people you’re interacting with. wonder that tenants are seeking
rent reductions. REINSW is calling on the Government
2 Look through the camera
Don’t talk at your computer
screen. Rather, look deeper
Recognising this, the NSW
Government passed temporary
to direct insurers to respond to the
and focus on creating a more
rental support measures in April claim when the landlord has agreed
2020. These measures include an
meaningful engagement with
obligation for landlords and tenants
to a reasonable rent reduction.
the people you’re talking to.
to enter into good faith negotiations
3 Do your homework
Know what you’re going
to talk about and what you’re
regarding rent reductions. However,
in a disappointing development,
some insurers are effectively
“This is appalling and contrary
to the spirit of what’s required across
the entire community”
seeking to achieve from the preventing landlords from complying Leanne said that insurers have
interaction. What do you want with this obligation. made millions of dollars over many
your audience to walk away with? “It’s disappointing that insurers years from landlords’ insurance
are not stepping up to support their policies and now, when it’s time
landlords’ insurance policy holders,” to make a claim, they’re leaving
You can watch the full On camera skills webinar
REINSW President Leanne Pilkington landlords high and dry.
for free at reinsw.com.au/webinars
said. “Landlords have been asked by “REINSW is calling on the
the Government to negotiate in good Government to direct insurers to
faith, yet some insurers are saying respond to the claim when the landlord
MISSED A WEBINAR? they won’t honour the rent default has agreed to a reasonable rent
You can catch up by checking cover in their policy if the landlord reduction,” she said. “Alternatively, that
out our full library at voluntarily agrees to a rent reduction. the landlord has the option to compel
reinsw.com.au/webinars “To preserve the rent default the insurer to take over the good faith
cover, the landlord must refuse negotiations with the tenant.”
6 REAL ESTATE JOURNAL JUL-AUG 2020
IN BRIEF UPFRONT
New index shows
buyers are back
REA Group has launched a new
residential buyer demand index
to help consumers understand
the ebbs and flows of the market,
including when to buy and sell.
The REA Insights Weekly Demand
Report is a weekly index that looks
at the volume of high-intent buyer
Working from home an “easy adjustment”
activity on the realestate.com.au A recent survey conducted by real estate software solutions company MRI Software
website and app, tracking that activity has revealed the impacts of working from home during the COVID-19 pandemic.
over time. Specifically, it looks at • An easy adjustment. While 64 per cent of respondents didn’t have work from home
how users are behaving when they arrangements prior to COVID-19, adjusting to the concept was quite easy for most.
interact with live property listings; Thirty-six per cent of respondents stated they already had an established working
for example, the number of visits from home arrangement.
to a listing, looking at photos for • Fewer distractions increased productivity. Some 54 per cent of respondents felt
a listing multiple times, saving the more productive when working from home. A key benefit to productivity was less
property, sharing the property and disruptions and downtime due to socialising with colleagues. Many also found
making an enquiry with the agent. that because their commute-time had been eliminated, there was more time
Cameron Kusher, REA Group to be productive at work.
Director of Economic Research, said • Self-discipline is important. More than 50 per cent of respondents said they were
that as the recovery from the impacts working more hours under a work from home arrangement. This makes self-discipline
of COVID-19 continue, the index shows important in maintaining a healthy work from home environment.
that buyers are back, but sellers are • Working from home will become more common. Many respondents said that the
yet to follow. COVID-19 crisis highlighted the advantages of flexible working arrangements and
“The current under-supply almost 70 per cent believed that working from home will become more common
of properties has resulted in demand in the future.
surging on realestate.com.au,” You can download the full report via the Rockend website at rockend.com
Cameron said. “One of the likely
drivers of such high volumes of
serious buyer activity is the fact that
there are so few properties listed for
sale. With less stock, serious buyers #OZPropertyALIVE
narrow their focus much more and
The media would have us all believe media feeds with the #OZPropertyALIVE
are likely to be more highly engaged
that the property industry is in a dire hashtag.
with the listing onsite.”
state, but we want to tell the true story. The property industry is critical to
For property owners considering
The aim of the #OZPropertyALIVE social Australia’s future prosperity. By sharing
selling, the index provides an
media campaign is to show the truth real images and showing real activity
indication of the level of buyer
of what’s happening in the property in the marketplace, we can debunk the
demand they can expect when they
market: that there are sellers keen to media’s story of doom and gloom. We
list. For buyers, it serves as a gauge
list their property and buyers looking can highlight that the real estate industry
on the amount of competition they’re
for their next home. is open for business and sellers and
likely to face.
As the saying goes: “A picture is worth buyers alike are still focused on realising
a thousand words.” And, with your their property dreams.
ACCESS THE REA INSIGHTS WEEKLY smartphones in hand, REINSW is asking So start snapping and using the
DEMAND REPORT you to start snapping shots of what’s #OZPropertyALIVE hashtag. Help
realestate.com.au/insights happening in your local marketplace us show that it’s business as usual
and then upload them to your social in the property market.
JUL-AUG 2020 REAL ESTATE JOURNAL 7
UPFRONT IN BRIEF
Q Can an Assistant Agent contractually
bind the agency?
A ssistant Agents cannot
A
enter into:
• A contract for the sale of land
Ripple effect of stamp duty reform
The real estate industry has been they’ve spent on stamp duty. Painters,
• An agency agreement, including sales
calling for stamp duty reform tilers, chippies, carpet layers, cabinet
and property management agreements
for years. But now, as COVID-19 makers, whitegoods suppliers and
(livestock transactions excepted)
threatens to tear the economy apart, every other conceivable type of
• A franchising agreement.
a substantial reduction in stamp duty goods and services suppliers would
While Assistant Agents can still
represents a lifeline for businesses also love buyers to have that extra
prospect for new clients, only a Class 1
of all kinds. money in their pockets.
or Class 2 Real Estate Licence holder
“Obviously, there are immediate “But, unfortunately, they don’t
can sign and bind the agency to an
economic benefits that stem from have access to that money because
agreement with a vendor, landlord,
an increase in residential transactions,” they’ve had to spend it on stamp
franchisor or other agency.
REINSW CEO Tim McKibbin said. duty. It’s money that’s essentially
Important to note is that Assistant
“Yes, real estate agents benefit. But being withheld from the economy.
Agents also cannot authorise the
there are also marketers, signage “That stamp duty destined for the
withdrawal of money from a trust account.
providers, copywriters, photographers, NSW Government’s coffers could
stylists, surveyors, conveyancers, pest otherwise be distributed through the
and building inspectors, removalists economy, benefiting a multitude of
and more. The list goes on and on. businesses and supporting workers.”
“A property transaction sets According to Tim, in this COVID-19
in motion a ripple effect – and there’s world, the goal posts for every industry
a longer game to play as well.” are shifting.
Tim pointed out that buyers “Every business is trying to keep
Your Helpline is on hand typically want to personalise their the wheels turning. For real estate –
new property. and every other business in the supply
Receive practical advice on a wide range of real estate
“It might be as simple as a fresh coat chain – stamp duty is the brake. The
issues when you need it. No question is too big or too
of paint, new carpet or floorboards, way we did things in the past, can’t
small, and there’s no limit to the number of times you
or some new furniture,” he said. “Or it’s be the way we do things now.
can contact us.
something a bit more substantial, such “The NSW Government needs to
as knocking out a wall or renovating get with the times and slash 75 per
(02) 9264 2343
the bathroom or kitchen. cent off the stamp duty rate. Let’s face
helpline@reinsw.com.au “No doubt, buyers would appreciate it, 25 per cent of something is a lot
having access to some of the money better than 100 per cent of nothing!”
8 REAL ESTATE JOURNAL JUL-AUG 2020
Save on
and start signing anywhere, on any device
REI Forms Live is now integrated with Benefits of DocuSign
DocuSign, the global leader in eSignature
• Integrates with REI Forms Live
and Digital Transaction Management. Sign
anywhere, on any device! • Easy to use, saves time and is secure
• Discounted price for each user
Real estate agents can now digitally manage
client business transactions including • Save on postage
management and sales agency agreements, • Sign anywhere, from any device
notices, and various letters of authority, removing
the time and cost of paper-based processes. • Legal on eligible forms
• No need for overnight faxing or scanning
DocuSign is relied on world-wide. More than
200 million users in 188 countries, with more than
300,000 new unique users, join The DocuSign
Global Trust Network every day. Start signing with DocuSign
REI Forms Live subscribers receive a substantial To take advantage of this offer visit
discount off their first year with DocuSign*. reinsw.com.au/DocuSign
or call (02) 9264 2343
*Conditions apply.
PERSPECTIVES LOCAL HEROES
Changing
children’s lives
When Steve Carroll conceived Digital Live in 2017, he was determined
to make a difference to the lives of children in Thailand and he knew
who to call on to make his vision a reality – the real estate industry.
Fast forward to 2020 and the results are astounding.
10 REAL ESTATE JOURNAL JUL-AUG 2020In just three short years, more than $720,000
has been raised by Digital Live and the real estate
industry, with every cent going directly to Hands
Across The Water – an Australian charity focused
on providing children in need in Thailand with
a life of opportunity and choice.
“The real estate industry is full of incredible
people with hearts of gold,” Steve Carroll,
Founder of Digital Live, said. “Over the past
three years, no matter the ups and downs
of the industry, agents have come together
through our Digital Live initiatives to raise
money for Hands Across The Water.
“They’ve attended our education seminars.
They’ve given their time to our programs.
They’ve rallied their networks for donations.
They’ve even decked themselves out in lycra
to cycle hundreds of kilometres across Thailand
as part of our Digital Live rides.”
And the hero outcome of these efforts?
A multi-purpose education and learning centre
located next to the Hands Across The Water home
in Yasothon province in north-eastern Thailand. particularly digital education,” Steve said. “Our goal
“We’re expecting the centre to be completed is to raise enough money to create an education
and operational by the end of July 2020,” Steve and learning centre in each of the homes that are
said. “The centre will support children in their early fully equipped with computers, internet access
and school-aged education. It will also go further and digitally savvy teachers.
The real estate
and teach young adults’ digital skills to help them “It’s a huge goal – but one that’s definitely industry is full
gain employment.” achievable. Just look at what we’ve achieved
so far with the opening of the first centre!”
of incredible
Helping kids people with
Hands Across The Water started in 2005 Living a life of choice
when Peter Baines OAM identified an opportunity Claire Baines, General Manager of Hands Across
hearts of gold.
to provide a helping hand. The Water, knows first-hand the difference the Over the past
“Peter is a good friend of mine and was one of the money raised makes in the lives of the children
forensic specialists sent to Thailand following the and young adults in their care.
three years,
2004 tsunami,” Steve said. “He led the international “We have babies through to university students no matter the
identification effort of the 5,395 bodies recovered. that live a life of choice thanks to the incredibly
“But it wasn’t the enormity of the tragedy that generous support we receive,” she said.
ups and downs
spurred him to do something. Rather, it was the “The money raised by Digital Live and the real of the industry,
sense of hope and the opportunity to help a group estate industry is going toward an incredible and
of children living in a tent near a temple in Bang much-needed education centre. It’s supporting
agents have
Muang, which is just north of the epicentre of the not just the fit-out, but also the ongoing operations come together
destruction in Khao Lak. for years to come.”
“Peter knew he couldn’t change what had Claire explained that the opportunities that
to raise money
happened, but he could change what happened will come from the education centre are truly for Hands Across
next and Hands Across The Water was born. His goal life-changing for the children in their care.
was to build a home for those kids living in the tent.” “Not only can we provide life’s necessities
The Water.
After opening that first home in 2007, the need through our homes, but we can now go further,” Steve Carroll
for a long-term commitment was recognised and, she said. “We can empower them with education Founder of Digital Live
since then, Hands Across The Water has grown well and skills that will allow them to thrive once they
beyond those initial 32 children and they now have leave our care. They will have the opportunity
seven homes across Thailand and more than 350 to live a life of choice – and that’s due to the
children in their care. support of the real estate industry. We are
“As part of the evolution of the charity, so incredibly grateful.”
Peter asked me to help raise money to support To find out more about Hands Across the Water,
educational programs for children in their care, go to handsacrossthewater.org.au
JUL-AUG 2020 REAL ESTATE JOURNAL 11PERSPECTIVES COVER PROFILE 12 REAL ESTATE JOURNAL JUL-AUG 2020
Passion
and resilience
Michelle McLean’s property management career has taken
her from the southern suburbs of Sydney to the picturesque
shores of Lake Macquarie. Here she explains why passion
and resilience are at the core of her career success.
By TINA LIPTAI
After close to 25 years in the real estate You need to be objective when everyone
industry, Michelle McLean appreciates that else is acting from a place of emotion and
Resilience is a word passion will take you a long way. However, do what you can to help find a solution to
you hear a lot these one thing she knows for sure is that whatever the problem is that they’re facing.”
resilience is the key to longevity in the real Michelle is passionate about her work
days in business. estate industry – especially if you choose and is dedicated to helping both her clients
But it’s not just to specialise in property management. and colleagues. Like all agents, she’s had to
“Whether you’re just starting out or are overcome a range of professional challenges
a buzzword. It’s an more established in your career, resilience that have been thrown her way over the
important skill and is a must,” the Senior Property Manager at course of her career. What she’s learnt,
specialist property management agency however, is the importance of being focused
one that, when it Leah Jay, said. “My number one tip? Don’t on solutions.
comes to real estate, take everything to heart. The sooner you “Yes, I’ve developed a depth of
learn to let things go, like water off a duck’s knowledge and experience over the years,
I believe is essential back, the better. and this is incredibly useful to draw on when
to develop from “Resilience is a word you hear a lot these it comes to dealing with the emotionally-
days in business. But it’s not just a buzzword. charged situations we face as property
the earliest stages It’s an important skill and one that, when it managers every day. I take every opportunity
of your career. comes to real estate, I believe is essential to I can to pass my knowledge and experience
develop from the earliest stages of your career. on to other property managers.
“Don’t get bogged down in the emotion “My advice? You need to be passionate
of every situation, because you’ll burn out. about what you do and property
This is especially true for property managers, management needs to be more than just
who face situations every day with landlords a job for you. But, importantly, you need
and tenants where emotions can run high. to find some balance if you want to last.”
JUL-AUG 2020 REAL ESTATE JOURNAL 13PERSPECTIVES COVER PROFILE
Embracing opportunities for Weight Award, REINSW’s highest were seeking for their family, including
growth accolade for service to the industry, a more relaxed, affordable lifestyle and
After eliminating other possible career in 2010. more time to spend together. After
paths, Michelle decided that working Meeting Sandra at an REINSW seminar working in Sydney for most of her career,
in the real estate industry was the best inspired Michelle to join the Property Michelle admitted she was surprised
way to follow her passion for housing Management Chapter Committee. by some of the new challenges she
and design. She landed a role as Seventeen years on, she’s still volunteering faced as a property manager working
a receptionist in a real estate office her time as a member of the Chapter in a regional area.
as soon as she finished high school, Committee and is currently serving her “To be honest, I think I was a bit naïve
and it quickly became clear that she’d second term as Chapter Chair. about how different things would be
made the right career choice. “Honestly, I get so much more out working outside of Sydney,” Michelle
“When I was at school, I was really than I put in,” Michelle explained of said. “For example, the difference in
interested in design, particularly houses,” her years of service on the Chapter the market was greater than I expected.
Michelle explained. “I loved looking Committee. “As a Committee member, There was less competition for properties
at floor plans and was interested you’re across ever-changing legislation and the challenges I was faced with
in architecture. and what it means for agents. as a property manager shifted from
“I started thinking about what else “Personally, I find legislation really working with highly-demanding clients
I could do that included some of this interesting, though I know it can be to a greater focus on affordability,
passion and interest – and that’s how challenging for some property managers. with issues more frequently being
I came to real estate. Being in a position to help others resolved through the NSW Civil and
“I knew early on that sales wasn’t understand and implement the law is Administrative Tribunal.”
going to be for me, but I was really something that I find very rewarding.” Four years after moving to Lake
drawn to property management. I love In addition to being a Senior Property Macquarie, Michelle landed her current
that a key part of property management Manager at Leah Jay, Michelle is also role at Leah Jay, which she says has
is focused on building long-term the agency’s Compliance Manager. Her renewed her passion for her career
relationships with both landlords and keen interest in legislation and reform is – and she’s ready to take on bigger
tenants. They each have very different a core part of her role, which involves the challenges again.
needs and you must be in tune with implementation of training, policies and “It’s a nurturing and supportive
these to provide a great service to both. procedures for any legislation changes environment, which makes a huge
When you get the balance right, it’s and ensuring all property managers in difference to how everyone in the
incredibly satisfying.” her team understand their obligations. business operates,” she said. “The
By the age of 20, Michelle was “I believe mentoring is incredibly support I’ve received working with
managing her own portfolio and had important,” she said. “Mentoring Leah Jay herself is a big part of the
her sights set on the next challenge. people who are new to the industry reason I became Chair of the Property
“I was determined and always looking helps them to be successful on their Management Chapter Committee
for growth opportunities,” she said. “Early chosen path and is an important part and have continued on for a second
in my career, it wasn’t always easy to find of professionalism. At the end of the term. It’s given me my confidence and
opportunities for progression. So, I took day,it’s all about helping the industry energy back, which has changed the
on varied roles, in bigger agencies with improve, so everyone coming through way I approach every aspect of my
bigger rent rolls, to get the step up and is the best agent they can be.” work and life.
take on the increased responsibilities In addition to the mentoring she “Having worked in offices with a poor
I was hungry for.” already carries out, Michelle would like culture, I value the positive environment
to extend her formal qualifications to we have at Leah Jay. We all work
Satisfaction in service include being able to provide training together to support each other. There’s
Very early on in her property management for a wider audience of agents. real empathy and understanding.”
career, Michelle crossed paths with While the move to a regional area
Sandra McGee. Widely acknowledged A change of pace threw up some initial challenges, Michelle
as one of the foremost professionals Eight years ago, Michelle and her family said she’s never looked back. The
in the property management sector, decided they wanted a change of pace benefits for her family over the past
Sandra has been a valued member and moved from the Sutherland Shire eight years, combined with her renewed
of the REINSW Property Management to Lake Macquarie. sense of purpose and passion for the
Chapter Committee for more than two Living in a regional area delivered all industry, has made the change of pace
decades and received the Woodrow the benefits Michelle and her husband completely worthwhile.
14 REAL ESTATE JOURNAL JUL-AUG 2020Mentoring people who are new to the industry helps them
to be successful on their chosen path and is an important part of professionalism.
At the end of the day, it’s all about helping the industry improve,
so everyone coming through is the best agent they can be.
Career insights
Leading by example Michelle shares her tips for building
a strong and thriving career as a property
For Michelle, who recently completed a Diploma in leadership
manager.
and management, the most important thing she believes she can
do as a leader is to be approachable. 1. Keep learning
“I believe a good leader is open and approachable,” she There's always something new to learn
explained. “You never want people to be hesitant to come to you. and you need to continuously commit
“I’ve also learnt that there’s no one-size-fits-all approach when the time and energy to improving your
it comes to leading people. Everyone is different. The best thing knowledge and growing your skillset.
you can do is try to understand the person in front of you and their
2. Be adaptable
situation, and be adaptable. There’s absolutely no value in having
Being open to new situations and
a ‘your way or the highway’ attitude, as it doesn’t build trust and
adaptable to whatever life throws at
strong relationships.”
you is important and being able to see
Michelle admitted that being a leader can be challenging,
setbacks as blessings in disguise is
but this is something she embraces.
invaluable. Not everything is going to
“I learn from my team and colleagues as much as they learn
work out according to plan, but if you
from me,” she said. “People want to be listened to. If you do this well,
have passion and are willing to find
then you’ll see how you can support them to grow and succeed.
alternative ways to achieve your goals,
“I get genuine pleasure in seeing other people succeed and
you’ll get there in the end.
knowing I’ve used some of my experience to help them.”
3. Be determined
Nothing worthwhile is ever just handed
to you, so you need to be willing to
work for what you want and this takes
WHY I LOVE REAL ESTATE determination.
4. Establish networks
“This industry is all about people, which I love,” Michelle said. “I enjoy the
Look beyond your agency to establish
interaction with clients – even when it’s challenging.
strong networks that span across
“Everyone has a story and needs different things, and I enjoy doing what
the industry and your community.
I can to help both landlords and tenants. It’s satisfying to know that you’ve
The wider your network, the better.
placed the right person in the right home.”
After working as a property manager for so long, Michelle said she can’t 5. Embrace healthy competition
imagine doing anything else. Don’t be afraid to ‘share secrets’ about
“I’m doing what I love,” she said. “I also really enjoy the legislation and reform how you achieve your success with
side of the industry. I believe it’s important to be constantly challenged and other property managers, even if they
continually learning, which is one of the main reasons I enjoy being part of the are with other agencies. The whole
REINSW Property Management Chapter Committee. Playing a role in reforming industry benefits when we share ideas
the industry and, together as a Committee, doing the best we can for both agents and learn from each other.
and consumers is incredibly important to me.”
JUL-AUG 2020 REAL ESTATE JOURNAL 15PERSPECTIVES AGENCY PROFILE
Thriving through
adversity
By HEDGIE GUNDRY
Established in the 1870s, Creer Property is one of the oldest real estate
agencies in New South Wales. From a small office in Newcastle’s CBD
to the number one residential sales and leasing agency in Charlestown,
Creer Property has demonstrated incredible resilience, enjoying
well-deserved success over the last 148 years.
When cabinet maker Joseph Creer’s residential real estate agency in the
shop on Newcastle’s Hunter Street suburbs. Knight Frank purchased
burnt to the ground in 1872, he the commercial business of Creer
decided to pursue a new career & Berkeley in Newcastle several
as an auctioneer. Demand for his years ago and Creer Property is now Brendan Walsh
expert services grew, evolving into proud to honour the name of the Creer & Berkeley
the company Creer & Berkeley when original founder.
Joseph’s son, Nelson Creer, and local “Over the years, there have been
associate and Chamber of Commerce several partners and changes of
member Hudson Berkeley joined him ownership, but there have always For us, it's important
in business. Joseph Creer went on been strong relationships between
to become Mayor of Newcastle in 1881 the people who owned the company,”
to take a very honest,
and the company has been in strong Brendan said. “And even though our transparent and
hands ever since. roots are heavily entrenched in the
“There’s such a connection city, Creer Property is today firmly
upfront approach to
between Creer Property and the established as the residential real real estate, without
Newcastle landscape,” Brendan estate agency of choice within the
Walsh, Partner and Sales Manager suburbs south of Newcastle.”
over complicating
at Creer Property, explained. “All of the process.
the main land subdivisions we see No-nonsense approach
today such as Kotara, Hamilton and Brendan joined Creer Property
Mereweather were all auctioned, 12 years ago with a long background
marketed and sold by Creer & Berkeley in real estate, having always viewed
throughout the early 1900s.” the agency as the benchmark
In the late 1980s, Creer & Berkeley in the area. Today Brendan and
expanded further into residential longstanding partner Craig Nealon
sales and established a second are joint owners of the business.
office in Charlestown. Senior According to Brendan, Creer
Partner Richard Stanton’s efforts Property’s success is firmly rooted
in securing the contract to sell 450 in the agency’s history, traditional
blocks of land, which is now known values and no-nonsense approach.
as the Lake Macquarie suburb of “What sets us apart is that we
Lakelands, helped cement Creer remain true to our traditional values
& Berkeley’s reputation as a leading of working hard, being respectful,
16 REAL ESTATE JOURNAL JUL-AUG 2020looking after each other and going we’re in front of the curve and armed
above and beyond, not only for our with the latest economic and market
clients but also the wider community,” information, which we then pass
he said. “We know that if we hire on to them in a supportive and non-
genuinely good people, then they are alarmist way. We openly discuss the
naturally going to look after our clients measures we need to put in place to
in the right way. help our team educate our clients to
“For us, it's important to take make the best decisions at this time.”
a very honest, transparent and upfront
approach to real estate, without over Community
complicating the process. Newcastle Not surprisingly, Creer Property has
people gravitate towards others who always been heavily involved with
are straight-up, know what they’re the local community and contributes
doing, work hard and say it how it is. in numerous ways, sponsoring local
And for 148 years that hasn't changed.” sporting teams, fundraising for large
charities and donating to a wide
Impact of COVID-19 range of worthy causes.
Like all real estate agencies across “There’s a huge community
New South Wales, Creer Property element to working at Creer Property
has been impacted by the global and everyone is encouraged to
Coronavirus pandemic, with the play a role, large or small,” Brendan
agency continuing to trade under said. “Whether it’s competing in
very different circumstances. ultramarathons to raise money for
“It's definitely been a challenging Ronald McDonald House or handing
time,” Brendan said. “Like everyone out water at a kids footie game, our
else, we’ve had to review our numbers work has always meant more than
and adapt very quickly, based on just turning up and doing our jobs.
the latest health and government “We’re big on everyone doing
advice. We had to reduce our hours, something. It’s not about raising
put safety measures in place and money all the time. It’s about showing
restructure our environment, so our up and taking time out to help in any
team could work from home but still way we can. We’re proud to say that
service their clients. this is a core part of our culture.”
“Our volume of sales has definitely
dropped, but at this stage pricing The future
remains steady. Thankfully for us, our Despite the tough economic road
rent roll continues to be exceptional.” ahead, Brendan remains extremely
positive about the long-term outlook
Maintaining team morale for Creer Property.
During these unprecedented “We take our role as real estate
times, Brendan and Craig have agents very seriously and are
been focused on maintaining team fortunate to be the agent of choice
morale with clear communication for many people in our area,” he said.
and transparency. “A property is generally someone’s
“Creer Property was born out biggest asset and we need to make
of adversity and Newcastle itself has sure we’re fully informed to be able
been through periods of downturn to offer the very best advice from
and uncertainty over the years,” our experienced team.
Brendan said. “Craig Nealon has been “We’re looking forward
in business for almost 40 years and to upholding our standards,
has traded through tough economic maintaining our history and making
times before. And our Chief Financial sure we’re always acting in a way
Officer and our Accountant are both that’s respectful to where we’ve
outstanding and consistently provide been and where we’re going. We’ll
us with invaluable advice. continue to improve and build
“We’re able to make sure our on our service offering now and
team are engaged by making sure into the future.”
JUL-AUG 2020 REAL ESTATE JOURNAL 17PERSPECTIVES Q&A
For Leon Axford, Director of Axford Auctions, winning
the Auctioneer category at the 2019 REINSW Awards
for Excellence was a highlight of his career. A deserving
recipient, Leon is one of the best in the business,
conducting over 500 auctions a year covering residential,
commercial, industrial and retail real estate.
Did you always want to work But it’s not just a performance.
in the real estate industry? To be successful you need a really good
Coming from a family of accountants, framework. You need to understand the
I was keen to follow in their footsteps. sales process and how to negotiate. You
But, after a few years studying need to be able to read body language,
accountancy at university, I realised understand buyer psychology and pull the
it wasn’t for me. right emotional triggers. There's a lot to it.
A friend of mine, who was a strata For me, the best auctioneers are the
manager at the time, encouraged me ones who have a natural ability to react
Always
to consider real estate. After attaining quickly and can effortlessly control a crowd.
my Certificate of Registration, I received
two job offers – one residential and one What do you enjoy most about
commercial. The commercial role allowed your job?
striving
me to continue playing rugby and baseball I love that no two auctions are the same.
on the weekends, which was important Obviously, there are similarities and the
to me at that age, so I took the job. goal is to sell the property. But, even
I joined the industry in late 2010, when you think you know what's going
a couple of years post-GFC, when the to happen, it doesn’t always work out
market was really tough. It was a hard that way – and that’s the exciting bit.
time to cut my teeth and learn how
By HEDGIE GUNDRY to negotiate, but I really enjoyed it. What’s the most interesting situation
you’ve come across during an auction?
Why did you specialise When I first started auctioneering
in auctioneering? in Western Sydney, I soon realised
In 2011, I attended an auction in there were lots of the same developers
a warehouse being sold in Wetherill at each auction. After a while,
Park. While I’d watched auctions they started to get to know me and
on TV, I’d never actually attended were beginning to work me out.
one – and I just thought it was amazing. At one particular auction, one of the
I wanted to work out how to do it, so bidders became particularly heated
I jumped online and found the REINSW and threatened to shoot me. But
Novice Auctioneers Competition, which as a young auctioneer, I refused
I entered in 2012. I won the Parramatta to be bullied. I simply said the
& Hills Division Heat and went on to more you talk, the longer I’m going
the State Final. Though I didn’t win, to take. And I slowed the auction
it was enough to secure my first role right down to try and get the highest
at an auctioneering firm. price I could for the seller.
In the end, the bidder who threatened
What are the key skills needed me won the auction and, only a few
to be a successful auctioneer? weeks later, asked me to sell one
Anyone can become an auctioneer. of his properties. I had to laugh when
Once you’ve completed your he turned around and told me not
accreditation, you can call an auction. to drop the hammer too quickly.
18 REAL ESTATE JOURNAL JUL-AUG 2020Who do you look up to in the real
estate industry and why?
There are a number of people who I look
up to.
Phil McGoldrick is an auctioneer over
in Christchurch and he’s one of the very
best. I could sit and listen to him talk
about auctioneering all day.
Cathy Baker, from Belle Property
on the Central Coast, is also one of
my inspirations. She is so far ahead
of the game, especially in the way
she communicates with her clients.
I really admire the way she conducts
her business.
I also really respect one of my clients,
Greg Windel, a Co-Director from Ray White
Hornsby and Ray White Upper North Shore.
Again, I just enjoy listening to his opinions
on the industry and life in general. And
the same is true of Phillip Starr, Principal
of Starr Partners Merrylands.
I look up to a lot of different people
in the industry and many of them are
the quiet achievers who do epic things.
What’s been the highlight of your
career so far?
Seeing my clients enjoy success – week
in, week out – is an ongoing highlight,
because that's my core business.
On a personal note, winning the
Auctioneer category at the 2019 REINSW
Awards for Excellence was a high point,
as it had been a goal of mine as soon
as I started my auctioneering career.
Making the final of the 2019 Australasian enjoy. When we get the chance, going Everybody has to buy into a common
Real Estate Institutes’ Auctioneering out to lunch with my wife is always goal or you'll never develop chemistry
Championships was also a major special. I used to be a big runner, and deliver the best results.
achievement. and last year ran two marathons and
a 50km bush trail. But I’ve now had What’s the best advice you would
What are your goals for the next enough of running. I’ve just bought give to someone just starting out?
12 months? a bike, so I’m going to give cycling a go. If you think auctioneering is easy,
Naturally, I want to continue to deliver it's not. It's a lot more in depth than
for my clients. That's my core focus. Is there a phrase you live by? many people realise and you need
My secondary focus is a personal one, There's one quote from Nick Saban, to work extremely hard. You need
which is to get back to the Australasian coach of the Alabama Crimson Tide the desire to be the best, but also
Real Estate Institutes’ Auctioneering college football team in the US, that the humility to ask people for help
Championships and do everything has stayed with me for years: ‘Mediocre and advice. I still do this. I was talking
I can to win. people don't like high achievers and to Justin Nickerson, the Australasian
high achievers don't like mediocre Auctioneering champion from
When you’re not at work, how do you people.’ Brisbane, only this morning about
like to relax? I think this is spot on, as I’m never a few different things.
Relaxing is not really big on my list satisfied with mediocre results. You see Never stop learning or be
with a three-year-old son! We spend this play out in a lot of businesses, so comfortable with the status quo.
a lot of time together, which I really it's also about building team chemistry. Always try to be better.
JUL-AUG 2020 REAL ESTATE JOURNAL 19WELLNESS LEADERSHIP
Courageous
self-leadership
By HEIDI DENING
Real estate agents have endured a mountain
of pressure in recent months due to the
uncertainty, change and stress brought
on by the COVID-19 pandemic. Here’s how
you can embrace self-leadership to turn
that pressure into performance.
In times of adversity, when overwhelm raises its than ever if you want to bend, rather than break,
ugly head, focusing only on what we can control during these high-pressured times.
makes a real difference to our ability to cope. Resilience means you can recover from
Of course, this is easier said than done. But, adversities, bounce back after setbacks and
if you want to turn the daily pressures you’re keep moving forward in a positive way.
experiencing into productivity and performance, Imagine that your resilience is a bucket
it’s a skill you need to work on. and the water in that bucket represents all
When life feels out of control, it takes great your strengths and capabilities. Self-leadership
self-leadership to continue to put one foot When life is good, your bucket feels strong
in front of the other. To navigate successfully and sturdy. You know those times. It’s when
is about sitting
out of this tough environment, you need to property is selling faster than you can find in the driver’s
embrace self-leadership skills. Why? Because, it. Tenants aren’t continuously calling you
unfortunately, no one’s going to do it for you. with annoying issues. And you feel like you’re
seat of your life
I’ve learnt this the hard way. I’ve transformed effectively juggling all your responsibilities, and having the
my own setbacks. A paralysing illness, where both professionally and personally.
I lost the use of my legs. A kidnapping But, unfortunately, when life gets a little
courage to keep
at gunpoint. Tsunami terror. And narrowly wobbly (as it has been in recent months), moving forward –
escaping being burnt alive when petrol your bucket can become vulnerable. Little
bombs were thrown at my room. One thing holes start to appear, and your strengths
even when times
I know for sure is that “if it’s going to be, and capabilities start to leak out. are tough.
it’s up to me”. Work is hard when you’re not physically
and mentally at your best. You might feel
Transforming pressure into performance lethargic or have trouble focusing. You may
When your resilience is low, it’s very hard to make some poor decisions or silly mistakes.
perform at your best and when there are so Or you could become teary or cranky over
many extra pressures on top of life’s normal nothing and find yourself lacking motivation.
ones, it can be difficult to cope. That’s why Do you know how these uncertain
improving resilience is now more important times are actually impacting your levels
20 REAL ESTATE JOURNAL JUL-AUG 2020of resilience? Take this short three-minute
quiz to find out: heididening.com/bucketquiz TRAITS OF SELF-LEADERS
1
And when these challenging times start
to create holes in the buckets of your real
THEY ARE OF SERVICE
estate business, you lose your best people,
Do you genuinely go out of your way to help your colleagues
waste hard-earned revenue, damage your
to cope better? What are some of the little things you can do?
brand and miss profitable opportunities.
Can you:
• Help set up the technology that’s now needed for someone who’s
Building resilience
not as technically savvy as you?
As a real estate professional, it’s important
• Have an R U OK conversation every day with someone in your team?
that you find ways to habitually incorporate
• Email a link to an article that’s light and fun, and will bring
resilience-building activities into both your
a moment of relief?
2
professional and personal lives.
Here are three examples that will help THEY LEAD BY EXAMPLE
you to improve your performance, despite Are you walking your talk and being the professional that
the daily pressures you’re experiencing. others look up to because of your calmness, smarts and
• Be still – When stress levels are at an vision for the future? Remember, actions speak louder than words,
all-time high, it’s important to take 10 so consider how you’re appearing to your colleagues. Make sure:
minutes a day to simply be still. Sit in • You don’t verbally catastrophise about the current situation.
silence, do some deep breathing, listen • You provide at least one optimistic view about the future of the
to a mindfulness app, pat the cat or soak real estate industry.
up the sounds of nature. • You proactively keep yourself healthy by displaying social distancing
and handwashing, and take time out so you don’t burn out.
3
• Move more – This doesn’t have to be
a hard-core cross-fit workout. It could
THEY LISTEN INTENTLY
just be a gentle stretch in your lounge
During these ever-changing and uncertain times, are you
room. The key is to keep your body moving.
mastering the art of being present and really listening to the
Take the dog for an extra walk or download
challenges, concerns and stories of the people around you? What we
a free fitness app and workout in your
know is that ‘being heard’ is something most of us want in this world.
lounge room.
Make sure you:
• Laugh out loud – It’s very easy to feel
• Don’t speak to someone on the phone while you’re scrolling
overwhelmed with the mounting pressure
through your emails.
this ‘new normal’ brings. Do you have
• Check in regularly with team members who are working from home.
a funny person in your life that you could
• After a conversation, repeat back what you’ve heard to make sure
have a three-minute chat with because
it’s correct.
4
you know you’re guaranteed to laugh out
loud with them? Or perhaps you can follow THEY ALLOW THEMSELVES TO BE FALLIBLE
someone on social media? I personally love No one likes a know-it-all! It’s OK to:
Celeste Barbour and she certainly makes • Admit that you don’t have all the answers.
me laugh out loud every day. • Acknowledge that things are changing quickly in the real estate
Self-leadership is not something you industry and that a good decision you make today could
can outsource. You’ll not find a category be a wrong one next week.
on Upwork or Airtasker, nor can you delegate • Say out loud that you’re concerned with the current situation,
it to a team member. Self-leadership because people trust those who are honest and transparent.
is about sitting in the driver’s seat of your
life and having the courage to keep moving
forward – even when times are tough.
As we’ve heard time and time again:
“This too shall pass.” But if you want to HEIDI DENING
fast-track your performance and be the is a speaker, educator and author of the best-selling self-leadership
go-to professional that your customers book Her middle name is courage – How self-leadership transforms
trust, then embracing self-leadership pressure into performance, chaos into clarity and rage into resilience
is your first step.
JUL-AUG 2020 REAL ESTATE JOURNAL 21You can also read
