Q&A: Mikayla Callcott, Professionals Lithgow

When did you first join the PM industry?

I first joined the property management and real estate industry a bit over four years ago, straight after finishing my HSC.

Why did you join the PM industry?

I joined the property management industry as I was looking for a job that was challenging and somewhat different to most other office roles.

What were you doing before PM?

Before property management, I was studying my HSC and doing weekend work at another local business (unrelated to real estate).

What would you like your next career step to be?

I would love to be able to continue my training in property management and develop more skills to enable me to advance further in the property management ranks in our office. Working mostly in the administration part of property management, and having recently completed my Certificate 4 in real estate, I am excited for what the future holds in harnessing the skills I have learned to take on more of a property management role, and I’ve begun the next steps in continuing my journey by taking on the commercial leasing aspects of our office.

What piece of technology do you find the most useful for your business and why?

I think the most important piece of technology I use is REI forms. I do the majority of my work from REI forms and I love that it is right there at my fingertips and so simple to use! I love the versatility of the product and the fact that I can use it via the app on my phone or iPad and then transfer the information straight over to the computer for me to use as well. All the data entry is really simple, and with all of my templates already set up, even the most complicated of forms takes only minutes to fill out.

What area of PM needs more training focused on it and why?

I believe that more training needs to be put into the development of people skills and customer service, as this really is the most important part of any business. I feel as though the power of having good customer service skills can sometimes be underestimated and overlooked, but it definitely should be the focus of more property managers to build better long-term relationships and more opportunities.

What skills does a PM/BDM need to be successful?

To be successful, I believe that you need to have really REALLY good organisational skills. In my role, being extremely organised is a vital part of making sure that I am able to achieve everything I set out to do in a day, and I feel that having structures such as checklists and plans makes this much easier. Time management and job prioritisation are some of the most important skills that you can have, as they mean that you end up dealing with less disgruntled customers due to jobs being completed on time, every time. Handling pressure well is also an extremely important skill to have, as each day many new challenges are thrown at you and with the pressure of dealing with clients and customers, among other factors, completing these challenges properly can be extremely difficult.

How do you deal with disgruntled and aggressive tenants?

The best way to deal with disgruntled and aggressive tenants is to make sure you keep calm and collected, and LISTEN. Sometimes it can be difficult to do this, as you want to be able to give them information regarding the issue they are complaining about, but I find that often it is best to let them have their say before butting in, since this makes them feel as though their input is important and makes them more likely to co-operate and listen to what you have to say. I think displaying empathy is important in most confrontational situations as well, and helps to build and strengthen better long-term relationships with tenants after the issues have been dealt with.

What would you be doing if you weren’t in the PM industry? 

I honestly couldn't imagine myself in another job as I really enjoy the challenges that come along with property management, and I love that I am constantly learning new things.

What do you enjoy most about your job?

I love that no two days are ever the same and that it’s such an ever-evolving role, with new technologies always playing a massive part in the development of the industry. Working in a smaller office environment also means that my relationships with my employers and co-workers are great, which I think definitely makes it easier to want to come to work each day.

What are the most stressful aspects of your job?

The most stressful aspect of my job is definitely dealing with disgruntled and aggressive tenants, especially when it comes to repairs and maintenance. Fortunately, though, this doesn’t happen too often.

How do you relax after a stressful day at work?

After a stressful day at work I like to switch off and enjoy the company of my family and friends, and be grateful for the good parts of my day. I am quite lucky in the fact that I have a pretty positive attitude towards most things and, although I work in a role that can be stressful, I am able to separate work from home and still be smiling at the end of the day.

How would you describe a perfect property management day?

The perfect day in property management involves no disgruntled customers, setting and sticking to all of your daily goals and creating as much potential for new business as possible by maintaining good relationships with clients and customers.