Creating consistency in property management training process

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LULU VV L LLDM IN F\L IAI l\JL IM.U V L r\" D LU
VJ . L U IVI Coldwell Banker India is the Indian
arm of world's largest residential Brokerage
Advisory company, Coldwell Banker Real Estate LLC.
REAL ESTATE, PROPERTY MANAGEMENT TRAINING,
PROPERTY MANAGEMENT COURSE S, REAL ESTATE
DEVELOPMENT TRA ININ (, REAL ESTATE MANAGEMENT
COURSE, REAL ESTATE DEVELOPMENT COURSE , COLDWELL
BANKER UNIVERSITY CREATING CONSISTENCY IN
PROPERTY MANAGEMENT TRAINING PROCESS 8 MARS
2018 Redige par Shrikant et publie depuis Overblog
The property management training process is
pretty tough when everyone around has their own
best way of training. Here is a unique way of
training clearly explains and demonstrate who to
fulfill any provided task within the
organization. Over 30 years people are being
trained using the tribal way. However, here is a
method to be time-consuming as well as provide a
chance for inconsistencies to creep in. we create
a complete system around training new employees,
so that its easier to understand the staff being
trained the correct way, i.e. the company way. It
is important in property management that the
employees are trained properly. The last thing
you actually want is accounting person depositing
the monthly rent checks in the wrong account or
the sales agent providing away the moon, sun and
the stars. Actions such as this can lead to the
audit from Bureau of Real Estate and none of us
really want that.
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Getting started
All employees should go through their basic
training. The real estate development training on
how to use the software of the company, how to
answer the questions properly, tests they take,
etc. Step 1- create the checklists The checklist
provides the clarity and ensures things that are
done correctly. Begin with the training process,
what is step 1, step 2, etc. we have certainly
created a checklist that lays out what is
actually expected of a new employee for prime 100
days of employment. It offers everything from
completing testing to watching the training
videos in the division. Have employee beginning
the training that is completed. Having the
beginning elements, the excuse of no one ever
told. Design a how to checklist for individual
departments. Begin with significant processes in
the department, like how to sign a lease or
how to complete s deposit. Include the
checkboxes on the checklist while ensuring that
employees must acknowledge step in the process.
When an employee begins the training checklists,
it indicates that they were in fact shown how the
process is completed. So, in some time from now,
one cannot come back to us and say, no one told
or showed me how to do this. Step 2- create hot
to training videos We created the prime training
video back in 1988. It was a video on how the
property inspector should walk an empty or vacant
property. Also, the video interviewed numerous
contractors showing how to do the basic item in
the house. The items like pressing the red reset
button on garbage disposal or setting sprinkler
timers. The training videos are sophisticated and
demonstrate how to do complete process from A to
Z, including fieldwork and computer software. The
new employees will watch the videos specific to
the division continually for prime 5 days of
training. This ingrains the process as well as
procedures in the brain and again eliminates the
no one ever told me excuse. You need not worry
about the wrong process. Step 3-
role-playing Role-playing is the key to a new
employee becoming comfortable and knowledgeable
in the new position. Provide scripts particular
to the division the employee is working in. this
basically allows the employee to get a clear idea
of how to actually handle the situations and
calls as they arise in front. There are numerous
scripts ranging from how to screen the leasing
calls to property inspector calling the owners
for the repair funds, you may name it probably
have the script for it. That is not to say that
scripts must clearly be followed verbatim they
are the foundation for an employee to use as well
as come into the own position. Have the managers
role play with employees, have the present
employees work with new employees. Not just
sitting across the desk from each other but call
in just like a fresh client might call in. and do
not always have it all planned out, be instant or
spontaneous on playing the role. This will allow
the role play to be much more realistic as in
real life calls come in when they come in. new
calls are never really planned. This teaches the
employee how to handle the change in the
situation, to go from one desk to another
seamlessly. Would it not be nice to have a small
break in between the client before talking to
next one, but that certainly does not how the
life really works? Mostly, it seems that the
calls or the new clients just come in back to
back and have to roll with the flow to handle the
problems and stress that actually come with it.
The better you prepare the staff to handle the
situations, the better the employee will be able
to handle the situations. Step 4- testing Create
some tests for the employees in terms of
contracts, procedures and company policy and even
the scripts. Set minimum testing score that is
acceptable to pass. Once such a test is
scheduled, the employees will get the confidence
to handle various situations, positions, and
scenarios. Tests can be done on lease agreements,
owner agreements and 100 commonly asked questions
and answers within the organization. Also, there
can be tests specific to the division they are
whether it is accounting, maintenance or leasing.
Documents are provided on day one to study. By
the 5th day of employment, one can administer 100
most commonly asked questions and answers which
can be followed by lease agreement on the 8th day
and new owner agreement on the 12th day. Thus,
within first two weeks, employment of employees
will complete the major test for the
organization. Depending on the scores of the
employees, they will move on in training process
or maybe move on down the road. Testing the
employees gives accountability to the process of
learning. If you give the lease agreement and ask
to read, they, of course, will not read it and
commit any information to memory. Hence creating
excuse revolving the door, can actually happen
when the employees are not trained properly. By
equipping the employees with complete and proper
information starting on the first day, you create
strongly informed employees. Bringing all of it
together Also, in addition to the four steps
mentioned above, it is recommended coaching and
constant training the first 30, 60 or 90 days.
During the prime wee of employment, the employees
will meet with new employee daily to review
training that was actually covered the whole day
and answer the questions or the concerns the
employee might have. You certainly want to ensure
that these are fitting in with the culture and
dynamic of the organization. If not, then you
might come to the crossroad, as the property
management is not for everyone. During weeks 2, 3
4, you definitely will meet the employees
weekly to answer the questions or the concerns,
one might have. Also, you will review testing
that has been completed so far. Again, ensure
that they are comfortable with a position as well
as the culture of the company. Respectively, for
next 60 to 90 days, you will get to meet the
employee. Touching base on training process,
ensuring they feel comfortable with what they are
actually learning by over 90 days, most of the
employees will have all testing and training and
be comfortable in their role. Make sure, there
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will be those out-of-the-box situations that come
but for most of the part, they will be able to
handle day-to-day items of the position.
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Coldwell Banker India is the Indian arm of
world's largest residential Brokerage Advisory
company, Coldwell Banker Real Estate LLC.
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