Today we’re interviewing a self described ‘Industry Tragic’ Lisa Pentland. Lisa comes with 31 years of industry experience and just over a year ago as we record this video stepped into the role of General Manager of Sales and Service for Property Me.

In our interview Lisa talks about her journey from receptionist to business owner and now service provider to the industry, how a Price waterhouse cooper survey shows ‘customers are happy to pay 16% extra’ for a good customer experience, Using software to optimise and streamline a Property Management business AND how continually listening to your customers and to be prepared to be confronted with negative feedback can help you to improve your business.

1:46 – Why Lisa sees herself as an industry tragic with over 30 years in the industry

2:48 – Venturing into Real Estate Sales in a male dominated industry at the age of 19

3:23 – Being foundation members of Ray White and what it meant to be the pioneers of Auction

4:14 – How Lisa climbed to being one of the top 10 salespeople for the Ray White Group and transitioned into owning her first business

5:50 – How selling the Property Management arm of the business helped Lisa to understand the true value of a rent roll

7:11 – Using software to optimise and streamline a Property Management business

8:49 – The rise of Property Management ONLY business

9:18 – Why you should take ownership of disruption and the importance of making your customers happy through your service offering

9:34 – How a Price wWaterhouse cCooper survey shows ‘customers are happy to pay 16% extra’ for a good customer experience

11:28 – The 5 components that come together to offer an Awesome customer experience

12:21 – The downfall of the Ice industry in the late 1800’s and how it’s linked to adapt and change

14:17 – The fear of digital transformation, recreating yourselves and listening to customers and putting yourself out there

15:20 – How video outperforms every other medium when it comes to engaging and becoming a part of your local community

16:49 – How Authentic/ Raw video helps you to build a larger reach and why imperfect action creates results

17:57 – How continually listening to your customers and to be prepared to be confronted with negative feedback can help you to improve your business

18:48 – Always learn learn learn and once you feel like you’ve learnt enough you need to learn more

19:33 – Lisa’s Hot Seat Questions

23:01 – The growth of Property Me and constant developments of new features and how the business is rapidly changing to suit the customer

24:29 – The challenge of doubling your customers in 12 months

https://www.facebook.com/BoxBrowniecom/videos/ – As mentioned in the episode

Website: www.propertyme.com.au

LinkedIn: Lisa Pentland