120 | PROPERTY Harcourts Hamilton Rentals T T Sue Russell Melanie’s vision comes to fruition “I was determined that we would adopt and apply smart technologies and systems to enable us to deliver the very best outcomes to our ownerclients and to our tenants alike.” Innovative approach Aspire has transformed the property- management landscape in New Zealand through its dedicated focus on customer satisfaction and technological innovation. Aspire Property Management T T from page 118 “These principles are physically displayed as artwork in the office and embedded in every aspect of the business, from staff computer screensavers to monthly meeting agendas.” Specialising in both residential and commercial properties, the company’s success stems from its innovative approach to customer service, including the unusual step of offering contract-free services. While most property management firms require customers to sign agreements lasting between six and 15 months, Aspire allows clients to leave at any time if they are dissatisfied. This confidence in its service quality has proved well-founded, with the company maintaining an impressive 91% retention rate. Central to its operational philosophy are four core values: “’Go the extra mile, integrity always, be warm and better every day’. “These principles are physically displayed as artwork in the office and embedded in every aspect of the business, from staff computer screensavers to monthly meeting agendas,” explains Mike. He says the company’s technological focus sets it apart from competitors. It utilises advanced software platforms including PropertyMe for customer portals, Tapi for maintenance requests, and Renti for tenant selection. Aspire has also built over 50 bespoke proprietary automations that allows property managers to handle fewer properties than industry standards, ensuring more time for personal customer interaction. To maintain service quality, it employs a comprehensive feedback system. Bi-monthly surveys are sent to both landlords and tenants through the AskNicely platform, while new clients receive follow-up calls 90 days after joining to ensure satisfaction. The company also provides innovative solutions such as QR codes on property keys and labels, linking directly to FAQ pages and maintenance reporting systems. Melanie Anderson established Harcourts Hamilton Rentals with a clear set of visions for the business, and holding fast to these aspirations has been pivotal to her success to date. “I was determined that we would adopt and apply smart technologies and systems to enable us to deliver the very best outcomes to our owner-clients and to our tenants alike,” Melanie says. And having a strong co-worker structure in place, with each rental property having two managers looking after it, has proven to be a massive strength of the business and extremely supportive for the team of managers working in the company. Updates to inspection software that arose from the Covid days has also meant the whole way properties are managed, and how owners and tenants are engaged in the process, has been streamlined to a high level of efficiency. Looking back on what has been achieved to date Melanie says fine-tuning a service business is a never-ending process. “I would say we are incredibly efficient in using all the technologies available, but it’s a space that is constantly evolving and I intend that Hamilton Rentals will continue to lead the way in the sector.” Training managers and support staff inhouse is another of the company’s strengths; however, Melanie says, having great managers starts with choosing people with the right set of skills and aptitudes. “This is what has been most important for me. To choose and train people who can work in a team environment, who have the necessary drive to deliver top service, and who are proud to work in an industry that is incredibly demanding.” The business has achieved significant growth through word-of-mouth referrals, which consistently outperform all other customer acquisition channels by at least 150% monthly, says Mike. This success is attributed to its selective hiring process, focusing on employees with high emotional intelligence and empathy. Regular training ensures staff remain at the forefront of industry developments. Weekly one-hour sessions delivered by senior team members cover latest legislation, technology and information updates. The company also invests in external training, including customer service workshops and industry conferences. Property owners benefit from regular market updates, quarterly reports, and access to a 24/7 owner portal for live property information. Tenants receive similar attention with round-the-clock access to a tenant portal and emergency phone line. Aspire Property Management services the entire Auckland region, Hamilton, Tauranga and surrounding areas. Mike remains committed to challenging the traditional property management model: “We want to anticipate our customers’ needs and reach out to them with a solution before they have to reach out to us. Property managers in general have gained a bad reputation; we aim to change that with warm, friendly and proactive communication.” A full-time training manager is part of the team, and when a new manager joins, he or she is buddied up with an experienced colleague. “We’re looking for empathy and attitude. People who can easily adapt to change, and most definitely a team player. It’s essential we have the personality fits right.” In all, 23 property managers work with Melanie in Hamilton Rentals. She has grown and structured the business to the point where today, she is working on the business rather than in its daily operation. Trips to Brisbane and Los Angeles, where systems other than long-term residential rentals are now common, have provided Michelle with new directions in which to take the business. “The shorter-terms rental management market is something that we’re moving into – where a property is rented ongoing to a number of people for short periods of time. I trialled this with my own apartment in Auckland and it provided a much better return on investment. This is a form of rental management I’m very keen to see grow within the company.” Melanie says a key offering is providing clients with appraisals as to what would be the best form of rental to apply to their property. “Being able to consult with them and give them rental options and ideas specific to their circumstances is a key service we provide.” It comes down to understanding the market and doing the basics really well that are key to running a successful rental portfolio, she says. “We’re clear about ourselves, our standards and what’s important to do well. It’s an industry where you have to have passion and drive and be prepared to work hard. When these elements come together, it’s very rewarding and a wonderful industry to be a part of.” 021 0883 6862 perieshandyman@gmail.com @perieshandyman Roller Blind Fitting Curtain Rail Fitting Spraying - Insects/Weeds Tree/Hedge Work All General Maintenance Draught Stopping Door &WindowRepairs Patch & Paint Cabinet Repairs Mulch Delivery NO JOB TOO SMALL GIVE US A CALL TODAY! PROUDLY SUPPORTING HAMILTON RENTALS ALL THINGS BUILDING From renovations big and small, to property maintenance and repairs. We have your back. Steve Ryan 021 0299 0219 | stever1326@gmail.com SERVICING THE WAIKATO REGION Your Business, Your Industry, Your News. Each edition priority delivered to your door. i i i i li . www.waterfordpress.co.nz/subscriptions . t f . . / i ti 03 983 5525 Stay informed; we work with business owners and decision-makers across all economic sectors, profiling their success. t i f r ; r it i r i i - r r ll i t r , r fili t ir . businessnorth
RkJQdWJsaXNoZXIy NDc2Mzg=