Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

I have public liability and professional indemnity insurance policies. My service is guaranteed because your property is my business, if your investment isn't making money, then neither am I. I take great pride in my work ethic and the service I deliver. My reputation and values are very important to me and I won't compromise on them.

Question 2

How did you decide to get into your line of work?

Accepted Answer

After being in the sales side of things, both as a consultant and administrator, I felt it was time for a change but wanted to remain in real estate. I took a sideways turn into property management and the rest, as they say, is history!

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

It's important to remember that tenants are our clients as well. I had one elderly tenant who was undergoing chemotherapy for cancer. She lived on her own and despite her illness and frailness of body, her mind was bright and witty. She was house proud and every inspection the property was spotless. I loved to stay a bit longer and chat with her, thanking her for her amazing upkeep and listening to her stories of her treatments and her family. Taking the time to know my tenants and treating them with respect, is as important to me as protecting a landlord's asset. A perfect tenancy is a win-win for all parties.

Question 4

What do you like most about your job?

Accepted Answer

Funnily enough, I love the challenge of maintaining a property to ensure it holds and gains value for a landlord. I love building relationships with owners and tenants, it is so rewarding when a client is happy with what you do for them, especially when you put in so much effort. Above all, I love the synergy of having the best tenants in the best house and obtaining the best results for owners.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

* How many properties does the property manager physically manage? (Not the usual fudged figures of dividing total agency portfolio numbers by total number of staff, to lower this). * How many years' experience does the property manager have? * Do you outsource property condition reports and routine inspections? * Do you provide after-hours viewing times?  * Is the agency a REIWA member?

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

* What areas do you manage? - I manage all areas within 30 minutes radius of my office. * Are you local? - I have managed properties all over the Perth metropolitan area. Not many agencies are hyper-local anymore with the trend for staff to be working from home. * What are your fees? - I would like to meet with you in person to discuss your situation and this is an important aspect of relationship building and to determine if we are the right fit for each other in managing your property. I am then more than happy to explain my fees with you. They aren't a secret, but it's respectful to find out about me and what I can offer you, which validates what I charge.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

As the owner of the business, my reputation is my benchmark. I believe in complete transparency, whether I am delivering good or bad news. I come from a legal background working for the Supreme Court judiciary, my honesty and integrity and values I hold very high.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

Property management is not just a job to me, it is my career. I am ambitious and have pushed myself to achieve many things that others haven't. I have personal life experience in all aspects of real estate. I have been a home owner, investor and tenant. I have bought, sold and built property. I understand not all landlords are the same, you can't put them all into one box. People become landlords for various reasons and I have the ability to communicate and determine their individual requirements and can tailor something to suit. My small business caters directly to landlords seeking an experienced practitioner who is reliable and consistent, knowledgeable and results focussed, who appreciate that their property is not just a number.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

* Are you the legal owner of the property? * What is your situation and how can I be of help? * What is your timeframe? The reason I need to know these things, is that I can't speak to you about your property unless you are the legal owner or have POA. This goes against legislation. I also like to be respected in getting an idea of what your requirements are, rather than just revealing my fees because you are simply fee-shopping and aren't interested in my level of experience or service offering. I also prefer to meet face-to-face with a client, this is an important aspect in relationship building and determining if we are the right fit for each other. Then you will also see value in my fees.

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

1. If you have professional photographs on hand that are not too dated, these can be used for internet advertising. 2. Any recommended works that need to be done to your property before letting it out eg cleaning or gardening, you can do these yourself rather than engage the services of a contractor. NB - plumbing and electrical works must be carried out by licensed professionals. 3. If you know anyone who wants to rent the house, you can forward all details to me for application processing and if it checks out satisfactorily, the property would not need to be advertised.

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

Open to discussion at an appointment.

Question 12

What makes your pricing competitive?

Accepted Answer

My fee schedules are industry standard. There are agencies who will undermine the profession by charging low fees. Like anything, you get what you pay for. I ask potential clients to consider this: "If you had a Porsche, would you get it serviced by a generic mechanic or take it to a specialist?"   Your investment property is worth hundreds of thousands of your hard earned dollars. Why entrust the management to an agency who is primarily sales focussed with little knowledge support, has high portfolio numbers, inexperienced staff so they can pay low wages, which results in high staff turnover? It simply doesn't make sense or cents. Not all business is good business.

Question 13

How do you normally charge for your service?

Accepted Answer

I have two packages: Base + ancillaries (for the ad hoc services) OR All Inclusive.

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

I specialise in hands-on property management, but I am also licensed and experienced in sales. This provides a seamless service for those wishing to sell their investment property or those wishing to sell to investors.

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

I have been in real estate since 2007 and a property management specialist since 2011. I am constantly challenging myself and conduct personal and professional development to keep me up-to-date with industry and legislative changes. I hold my Triennial Certificate and in the space of 10 years, have progressed from an Assistant Property Manager up to Head of Property Management, before embarking into small business ownership.

Coronis Esther Nilson

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