1. 26 proven strategies to help you retain your team and clients Jo-Anne Oliveri, CIPS, TRC Founder and Managing Director ireviloution – property management business solutions Brisbane, Australia

2. about me Slide 1 of 30 Founder and Managing Director of ireviloution – property management business solutions Author of Find Your Property Manager NOW: Hire the right agent and make more money Over 20 years’ real estate experience Trained over 500 agencies and thousands of agency owners and property managers worldwide Write for the top Australian real estate publications and some US PM blogs Regularly speak at the industry’s top Australian and North American conferences

3. 13 proven strategies to help you retain your team Slide 2 of 30

4. 1. recruitment: hire for attitude, train for skill Slide 3 of 30

5. 2. role definition: define, refine, assign Slide 4 of 30

6. 3. standards: make your business unique Slide 5 of 30

7. 4. policies: give your business direction Slide 6 of 30

8. 5. team induction: induct, induct, induct! Slide 7 of 30

9. 6. training: planned, consistent, ongoing Slide 8 of 30

10. 7. culture: give your business a heartbeat Slide 9 of 30

11. 8. one-to-one meetings: 30-minutes and once a month Slide 10 of 30

12. 9. career paths: promote from within Slide 11 of 30

13. 10. incentives: win-win schemes Slide 12 of 30

14. 11. lead from behind: nurture your team Slide 13 of 30

15. 12. systems and processes: design, document, manage Slide 14 of 30

16. 13. accountability: the cornerstone of business success Slide 15 of 30

17. 13 proven strategies to help you retain your clients Slide 16 of 30

18. 1. client induction: consistent and ongoing Slide 17 of 30

19. 2. service and culture: think like McDonald’s, act like Disney Slide 18 of 30

20. 3. reporting: consistent and professional Slide 19 of 30

21. 4. maintenance: processing and management consistency (set service providers) Slide 20 of 30

22. 5. market knowledge, service knowhow: stockbrokers of the real estate industry Slide 21 of 30

23. 6. trained team: uphold your brand and reputation Slide 22 of 30

24. 7. professional service and advice: compete on service, not on fees Slide 23 of 30

25. 8. honesty and integrity: maintain your standards to the highest echelons Slide 24 of 30

26. 9. communication: regular, consistent, purposeful Slide 25 of 30

27. 10. property managers: act like sales consultants Slide 26 of 30

28. 11. feedback: keep it honest and factual Slide 27 of 30

29. 12. management style: make it proactive Slide 28 of 30

30. 13. loyalty incentive program: reward your clients Slide 29 of 30