Thursday, September 22, 2011

No 'Fence-Sitting' when it comes to Feedback

From the desk of Leah Calnan, Director of Metro Property Management...
Recently I came across an interesting Blog from a marketing guru I follow named Seth Godin, a really interesting guy with some interesting ideas on all things marketing. Seth believes in advertising with a conscience and that businesses need to earn buzz by being remarkable, which is a principal I agree with entirely.

Below is his latest blog:

"Please complain"

Acquiring and processing user feedback is a choice. There are good reasons to hide from it:
  • You might believe that inviting disgruntled customers to call or write to someone who will actually take action will encourage them to become more disgruntled. If no one is listening, the thinking goes, then perhaps the annoyed will quietly go away.
  • You might believe that it's expensive to listen to squeaky wheels, particularly if you have someone in authority (as opposed to a low-paid clerk) actually listening and responding.
  • You might believe that the noisy minority don't share the objectives of the rest of your audience, particularly the higher-paying and silent majority.
On the other hand, you might believe:
  • That direct feedback in real time is a competitive advantage which will help you grow.
  • That assuaging an unhappy customer now is worth way more than negative word of mouth later.
Whichever strategy you choose, you should choose. It's the middle way that vexes... the pretending, the grudging acceptance, the insertion of many levels of filters - when you do this, you get none of the benefits of either plan.

If you want people to speak up, be clear and mean it. If you don't, don't pretend.

(If you'd like to follow Seth's blog visit

Monday, September 12, 2011

And out of the cold we come...

From the desk of Leah Calnan, Director of Metro Property Management...

So here we are in September & SPRING! and goodness hasn’t the year flown already! Lots happening at the office this month, to begin with I decided to surprise the team with a Team Appreciation Day which we were all very excited about (myself included). At the recent REIV Property Management Conference we heard from many innovative and inspirational speakers one of which had the idea to surprise your dedicated team, not just at Christmas or the End of Financial Year but unexpectedly throughout the year. So we had a lovely lunch and a movie as a way of saying thank you for all of the hard work they put in, day in and day out. It has been a big couple of months which is great and this was a lovely treat, we had lots of laughs.

The end of August saw my assistant Melissa and I attend a very interesting conference on Social Media, we had heard a few speakers talk on Social Media over the past few years however this seminar was a little different. The speakers were from America and seemed to have a broader insight into what was working and what was not and how people use social media today to not only to talk to friends and family but to investigate property, review their experiences and interact daily with their favourite companies.

We will be implementing a few new programs to assist our clients and tenants with regards to Social Media (although as most of you know we have a Facebook & Twitter account along with a Blog, the links are on the home page of the website), we see this as a way of the future, not just a fad and we love to embrace new technology here at Metro. In fact, we are very close to the release of our iPhone application which you will find has great functionality for both tenants and owners alike...exciting stuff.

In other news we are beginning to get organised for our Home Buyers & Investors Show stand on the 7th, 8th & 9th of October. Last year was a great experience and we met many new and current owners there at the show so why not come and say ‘Hi’ again this year. We have a limited number of free tickets this year so please contact Melissa at if you would like a couple posted out to you in the coming month so that you may attend.

Until next time...