Not only did she struggle with the lack of information provided in online marketing, she conceded to REB that she also had “subpar experiences with junior leasing agents that weren’t knowledgeable on the properties, the location and, in some cases, their own leasing processes.

“The level of communication was disappointing. I felt that the leasing consultants I had met either didn’t know what it was like to be a prospective tenant, had forgotten, or didn’t care,” she said.

Now, Ms Edge manages the leasing team across Morton’s eight offices — and is committed to creating “awesome tenant experiences”, from first impressions online through to open homes and the application process.

Named as a finalist in the Rising Star category ahead of the REB Women in Real Estate Awards 2021, Ms Edge said: “I wanted prospective tenants who interacted with me to feel supported, and I wanted them to know that I cared.

“Moving homes is one of life’s biggest stresses, and I felt that if I could make that experience less stressful, and potentially even exciting and fun, then I am where I need to be.”

Rising above COVID

Like most property managers, Ms Edge considers the pandemic to be the biggest challenge that not only the industry, but the nation, has faced in a long time.

Even as her work adjusted to the new normal, Ms Edge has highlighted how she ensured that the level of communication to landlords, as well as current and prospective tenants, remained above par.

One of their newest strategies involved merging teams and splitting responsibilities, enabling one person to be full-time outside the office to organise private viewings, virtual inspections and personalised tenant experience, while the other sat in the “driver’s seat” back in the office — completing all administration and communication-based tasks.

Ms Edge said the strategy is still paying off: “We are still seeing the positive outcomes of this today as our team increases their knowledge of their core markets alongside efficiency, negotiating and communication skills.”

This hands-on and personalised approach to communication that she successfully maintained throughout her career has allowed her to build rapport with her clients, regardless of their age or background, she added.

For her, the key to exceeding expectations is getting to know clients on a deeper and more personal level.

She said: “I have a genuine interest in people and love asking questions and finding out people’s stories, their needs, and experiences.

“Before a property hits the rental market, I have a goal to understand exactly what the landlord wants in relation to tenants, lease terms, rental and communication expectations, but I also try to learn a bit about what’s going on in their life at the time, where they’re living, how work and family life is going, what is their biggest stress at the time or an exciting upcoming event.

“I also like to share a bit about myself and relate with them to build trust. I find this helps us enjoy working together during what can be quite a stressful time for them.”

Finding out the unique needs of her clients — from finances and market knowledge to moving and property requirements — ultimately allows her to personalise the services she provides and, in turn, exceed their expectations, Ms Edge said.

On the tenant side of the spectrum, “building rapport with tenants is really all about communication and doing what you say you’re going to do”.

Looking ahead

With a consistently good number of tenants in the Lower North Shore market, Ms Edge is expectant of further rental value rises over the year, particularly for three-bedroom properties, luxury apartments and houses/town houses.

It’s a trend being driven by upsizers and upgraders.

Ultimately, Ms Edge believes that the Lower North Shore stands as one of the best locations for property investment.

“Tenants tend to stay longer and renew leases at a higher rate than other areas,” she said.

“The location is also second to none for those looking for suburban living but with the benefits of the city, shops, eateries, and local nightlife just moments away and with the introduction of the Metro line, residents will soon be more connected than ever.”

As technology becomes an integral part of real estate, she also looks forward to taking results, transparency and service to the next level.

“I’m really looking forward to better understanding our clients’ needs and being creative and progressive in our approach to solutions and work towards a better experience for all our clients and service providers. I’m beyond excited to see what the future holds for renting and real estate,” Ms Edge concluded.