Welcome to the June 2023 Client Newsletter
In this edition we discuss:
- From Bill – Feedback is a Gift
- A Word from Howard – Property Market
- Residential Property Management – 10 Features Tenants Want in a Rental Home
- Body Corporate Management – Memberships Matter in Professional Management
- Commercial Property Management – Fall Out from Extreme Weather Events
- Waiheke Escapes – Welcome to our new properties, Winter Specials available
Feedback is a Gift
Customer service is very important to us at apm. Ideally you will let us know directly as soon as you have a concern about our service, so we can address it straight away. Another way to give us your feedback though is through our surveys.
Twice a year we will ask you to take a few seconds to review our performance on a scale of 0 to 10 regarding how likely it is that you would recommend us to friends and family. The system we use is Net Promoter Score (‘NPS’) which is an internationally standardised method of measuring customer service. Our NPS score at any time is determined by the percentage of total responses that are ‘Promoter’ scores (9 or 10) less the percentage of total responses that are ‘Detractor’ scores (0-6). The potential range of scores is minus 100 to plus 100 and I’m pleased to say that we’re usually achieving a score in the range 50 to 70 which is considered very good for our industry.
More important than the actual score however is the response rate. The more people who respond (especially if they are not happy), the more opportunities we have to put things right. Our managers receive email alerts of every detractor score and they do their best to follow up each of those. They learn valuable information through this process.
The ultimate goal for us is to have a 100% response rate to our surveys, a 10 out of 10 on every response and an NPS score of 100. Please take a few seconds to respond to our survey next time you see one in your inbox and score us as you see fit. A score of 6 or less will create an opportunity for us to put things right which will hopefully result in a 10 next time!
A Word from Howard – Property Market
Having been in and closely attached to the real estate, housing, construction and property management industries for some 50 plus years, Howard, apm Director, has seen many property cycles. With an election coming up and increased interest rates, property and rentals are hot topics, so what does he make of the current property market?
10 Features Tenants Want in a Rental Home
Having quality tenants who care for and respect their rental home is key to success in property investment (besides having a professional property manager of course!). Not attracting tenants can result in a whole world of disappointment with vacancies and loss of income so, when you’re looking for your next investment property, there’s a few boxes to tick to attract the best tenant. Of course, location is always the trump card! We have put together a list of 10 things (in no particular order) that tenants want in a rental home.
#1 – Storage….
Memberships Matter for Professional Management
Why does apm having membership of BC industry organisations matter to our unit title owner clients? It comes down to advocacy, knowledge, creating change, and empowering committees. Steven Garland, BC General Manager, outlines how our memberships with SCA and BCCG help create change in the industry.
Fall Out from Extreme Weather Events
Due to recent events our Commercial team has been very busy dealing with insurance claims and ensuring ongoing insurance cover for properties. What have we learnt? What do we see insurers are looking at now? James Bangerter, Commercial General Manager, outlines what our commercial team have been working on over the last few months in relation to insurance claims and risk assessors visiting our commercial properties.
Winter Specials Available
We have Winter Specials available until 19 October 23023 for participating properties. Specials include paying for 2 nights and getting the 3rd night for free, early check in /late check out, and reduced weekday rates. Check out participating properties on our website here, and book in your next Waiheke escape.
Meet our new team members
7 Questions With…Sandy Lack
Sandy Lack, Body Corporate Manager
Q 1. How long have you been working in the body corporate industry?
I have been working as a Body Corporate Manager for nearly a year, and before that I was EA to NZ Leasing Management, with Scentre Group (Westfield) NZ/AU for 5 years.
Q 2. How would you describe the role of a body corporate manager and the benefits they bring to owners?
Body Corporate Managers help facilitate owners to make the best decision in managing their investments, within the legislation of the UTA.
Q 3. What is something you are most proud of in your career?
Developing strong relationships by being reliable.
Q 4. What is the first thing you do in the morning to get your workday started?
Sit in the sun (or under the heatpump) with a cuppa in silence.
Q 5. What is something on your ‘bucket list’ you are yet to do?
A cruise, not sure if I’m old enough yet…
Q 6. Who is someone you admire and why?
David Attenborough – showing us all how wonderful our world is, and the troubles we face in hanging on to it.
Q 7. What is your favourite cuisine/food?