The Property Management Podcast with That Property Mum

Property management has never been short on conversations about burnout, overwhelm and the pressure our people are under, but what happens when we stop relying on assumptions and actually ask property managers what they need? I’m joined by Margaret, Executive Manager of Growth at Kolmeo, to unpack the findings from an independent benchmark of 400 property management professionals and what the data is telling us about the future of our industry. One of the biggest wake-up calls is that two in five property managers say they’re unlikely to still be in the industry within two years, with some of our most experienced people among those considering an exit. Yet the more important story might be what would convince them to stay: clearer career pathways, meaningful development, better systems and processes, and the opportunity to grow beyond the traditional task-focused property management role. There’s a powerful leadership lesson here for agency owners and heads of department. Our people aren’t simply asking for less work. They’re asking for better ways of working and a future they can actually see themselves in. The research found 63% feel overwhelmed by their workload, while 71% report things slipping through the cracks daily, highlighting just how costly poor processes, double handling and reactive work can become. We explore why career progression doesn’t always have to mean people management, why experienced property managers are hungry for greater commercial and business knowledge, and why listening to what your team genuinely wants could be one of the most important retention strategies you implement. We also look at where AI fits into the future of property management, not as a replacement for great people, but as a way to remove repetitive work, reduce cognitive load and give property managers more capacity for the conversations and relationships that really matter. Margaret makes an important distinction: technology can help us with how something gets done, while people determine how someone feels. That shift from reactive task manager to trusted relationship director could fundamentally change how we build property management teams, develop our people and create careers they genuinely want to stay in. The opportunity now is to use the data as a starting point for better conversations, stronger leadership and more sustainable businesses, rather than accepting overwhelm as simply part of the job. “We use technology when it's about how we get something done, but we use people when it's about how we want someone to feel.” - Margaret Foley We cover: Independent benchmark survey on the property management industry conducted by Como. Challenges faced by property managers, including burnout and workload overwhelm. Lack of clear career pathways as a significant factor influencing retention in the industry. Insights from 400 property management professionals revealing unexpected trends. The importance of data-driven insights over anecdotal evidence in understanding industry issues. The role of technology and AI in improving efficiency and reducing workload. Stressors related to changes in compliance and legislation affecting property managers. The need for better systems and processes to prevent tasks from falling through the cracks. The desire for career progression that does not necessarily involve people management. The importance of fostering a supportive and collaborative industry culture for long-term improvement. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Margaret Foley: https://kolmeo.com/ https://www.linkedin.com/in/margaretfoley/ The State of Property Management Report - https://kolmeo.com/future-of-property-management-2026-report Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Property management has a way of teaching us resilience, but there comes a point where constantly pushing through is no longer a badge of honour. This conversation explores what happens when ambition, business growth and responsibility collide with burnout, family life and the very real need for peace. My guest Anna Sutherland has spent 19 years in real estate and property management, growing rent rolls from scratch, leading teams, building and selling her own business, and navigating some significant personal and professional challenges along the way. Her story is a powerful reminder that a successful career doesn’t have to come at the expense of your health, relationships or the life you actually want to live. We also unpack the opportunities that exist beyond the traditional property manager pathway. From starting and organically growing a rent roll to business development, leadership, training and mentoring, Anna shares practical lessons from building businesses at different stages of her career. There’s plenty here for BDMs too, particularly around persistence, building strong referral networks, creating a consistent digital footprint and becoming visible as the local expert. With Anna now receiving appraisal opportunities through ChatGPT recommendations, our discussion highlights an important shift for our industry: your online presence isn’t simply marketing anymore – it’s becoming part of how future clients discover, assess and choose you. Perhaps the biggest takeaway is the importance of knowing when something needs to change. If you’re feeling stuck, exhausted or questioning whether property management is still for you, the answer may not be walking away from the industry altogether. It might be getting clear on what you genuinely enjoy, deciding what you want your career and life to look like, and taking small, deliberate steps towards it. Back yourself, protect your energy, invest in your personal development and be thoughtful about the people and environments you allow around you. Sometimes growth looks like building more; sometimes it looks like having the courage to choose less chaos and a whole lot more peace. “I think if you can look at the ways in which you can do your own personal development, you just get better longevity and industry.” - Anna Sutherland We cover: Anna's 19-year journey in the property management industry. Transition from aspiring sales agent to property management. Early career challenges, including burnout and work-life balance. Personal struggles as a single mother and navigating a divorce. Importance of self-care, patience, and removing toxic influences. Career evolution through various roles: property manager, head of department, business partner, and running a rent roll business. Advice for property managers feeling stuck or burnt out. Strategies for business development and building a digital presence. The significance of personal development and networking in the industry. Encouragement to pursue passion and make necessary changes for happiness. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Anna Sutherland: https://www.linkedin.com/in/anna-sutherland-10b18022/ https://www.instagram.com/adelaidehillspropertymanager/ https://www.facebook.com/annasutherlandraywhite 0448 099 936 Tiktok: @adelaidehillspm Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Property management is changing fast, and the businesses that thrive won’t necessarily be the ones with the most doors. They’ll be the ones making smarter decisions about risk, clients and where they create value. I’m joined by Kelly Stanaway, Co-President of Fertig and Gordon and a licensed California real estate broker with decades of experience in property management. We unpack what it looks like to operate in an increasingly regulated environment, why Kelly has become far more selective about the clients she works with, and the importance of protecting your business through strong documentation, proactive leadership and a willingness to say no when the risk simply isn’t worth the revenue. One of the most interesting parts of our conversation is Kelly’s decision to bring maintenance in-house, a move she says doubled her income in the first year and has become a genuine point of difference for the business. But this isn’t simply about adding another revenue stream. Kelly shares the practical realities behind building a maintenance division, from systems, scheduling and follow-up to insurance, training and compliance, and why starting small can be far more powerful than trying to build everything at once. It’s a great reminder that growth doesn’t always have to mean adding more properties. Sometimes the opportunity is in looking more closely at the services, expertise and solutions you can build around the portfolio you already manage. We also get into the very human side of business ownership, leading a team, raising six children, navigating working-mum guilt and staying connected to the bigger reason behind the work when things get chaotic. Kelly’s approach to leadership centres on high standards without losing compassion, understanding what motivates people and being willing to learn from others rather than trying to figure everything out alone. There’s plenty here for property management professionals thinking about profitability, diversification and leadership, but perhaps the biggest takeaway is this: don’t limit yourself to simply managing properties. Look for the problems you can solve, the value you can add and the opportunities sitting right in front of you. “You have to hold your employees and your systems to high standards. Because it is my license. It is my business. But it's also the compassion of a human being and what can I do for them to support them.” - Kelly Stanaway We cover: Overview of the property management landscape in Southern California. Challenges faced in highly regulated markets, including rent control and habitability laws. The impact of COVID-19 on property management businesses. Importance of vetting property owners and maintaining thorough documentation. Strategies for managing litigation risks and legal compliance. Transitioning to in-house maintenance teams for better control and profitability. Balancing work and family responsibilities, especially during the pandemic. Employee retention and the reputation of property management professionals. The evolving role of property managers beyond traditional responsibilities. Personal development and the value of mentorship in the property management field. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Kelly Stanaway: https://www.fertigandgordon.com/ info@fertigandgordon.com https://www.facebook.com/profile.php?id=100057307485619 https://www.instagram.com/fertigandgordon/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

There are some conversations in property management that never feel easy, no matter how long you’ve been in the industry – and telling an owner their rent needs to come down is right up there. I’ve had these conversations through the GFC, after the 2011 floods and across almost 20 years of changing markets, and one thing I know for sure is that avoiding the hard conversation doesn’t protect the relationship – it can actually damage it. Today, I’m sharing the practical approach I’ve learned from years of having these conversations myself. As rents soften in some markets and vacancy starts to creep up, knowing how to confidently communicate what the market is telling you has become an important skill for property managers. The key is to stop treating a rent reduction as an uncomfortable opinion you need an owner to agree with and start approaching it as professional advice backed by evidence. That means understanding the property, knowing your days on market, inquiry and inspection numbers, reviewing comparable properties and being able to clearly explain the financial impact of holding versus reducing. One of the most powerful things you can do is put the cost of vacancy beside the annual cost of a rent reduction – because once an owner can see those numbers clearly, the conversation becomes less emotional and far more strategic. And when an owner pushes back? That doesn’t mean you’ve handled the conversation badly. Whether they want to wait another week, have received a higher appraisal elsewhere or simply need the current rent to meet their financial commitments, your role is to listen, acknowledge the pressure and keep bringing the conversation back to what the market is actually doing. Owners don’t need us to tell them what they want to hear; they need us to communicate early, confidently and with a clear plan. Because ultimately, it’s rarely the difficult conversation that costs you management – it’s the silence when that conversation needs to happen. “The property managers who lose management aren't usually the ones who deliver hard news. They're the ones who go deathly quiet. Silence is what erodes trust.” - Kylie Walker We cover: Handling rent review conversations with property owners in a softening rental market. Challenges faced by property managers when rents need to be reduced. Importance of preparation before discussing rent changes. Building and maintaining trust with property owners during difficult conversations. Utilizing evidence and market data to support recommendations for rent adjustments. Discussing the pros and cons of reducing rent versus holding the current rent. Strategies for effectively opening and conducting the conversation with property owners. Anticipating and managing pushback from property owners regarding rent changes. The financial implications of vacancy costs compared to potential rent reductions. The significance of confidence and professionalism in property management communications. THE RENT REDUCTION CONVERSATION FREEBIE: https://courses.thatpropertymum.com.au/freebie-having-the-rent-reduction-conversation A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Tribunal is one of those parts of property management that can make even an experienced property manager second guess themselves. The moment that hearing date lands, suddenly every file note, document and decision feels incredibly important. Christine Rengger joins me to unpack what property managers can do to replace that anxiety with preparation and confidence. With 35 years of frontline property management experience and extensive tribunal knowledge, Christine brings a practical perspective on why this is becoming a skill our industry can no longer afford to avoid. One of the biggest takeaways from our conversation is that preparing for a tribunal does not begin when a hearing is booked. It begins the day the tenancy starts. Strong documentation, consistent systems and a clear paper trail can completely change how confidently you approach a matter when things escalate. We talk through what good preparation actually looks like, what to do when documents are missing, how to stay focused on the facts rather than becoming emotionally invested, and why understanding the tribunal process matters just as much as knowing the legislation. As legislation continues to change and tenants and landlords become more informed, I believe property managers will find themselves navigating tribunal more often. That does not mean we need to fear it. It means we need to build the capability within our teams to handle it well. Christine shares practical insight into arrears, terminations, compensation claims and hearing preparation, while reminding us that our role is ultimately to represent our clients’ best interests. When you have the right systems, knowledge and preparation behind you, the tribunal becomes less about worrying whether you will get everything right and more about knowing you have done everything possible to achieve the best outcome for your client. “You start preparing for your tribunal hearings the day the tenancy starts.” - Christine Rengger We cover: Anxiety and fear property managers experience regarding tribunal attendance. Importance of thorough preparation and documentation from the start of a tenancy. Overview of the tribunal process, including handling common cases like rent arrears and terminations. Strategies for effective documentation management and organization. The role of tribunal members and the expectations during a hearing. The significance of training and support for property managers in tribunal matters. Common tribunal issues currently faced by property managers. The impact of legislative changes on tribunal attendance frequency. The benefits of having a dedicated tribunal officer in property management offices. Resources and personal development tips for property managers to enhance their tribunal skills. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Christine Rengger: https://tmpconsultants.com.au/ https://www.facebook.com/profile.php?id=61568190607120 https://www.instagram.com/tmp_consultants/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

One of the biggest shifts we can make as property managers is moving beyond simply managing properties to genuinely managing investments. I’m joined by Tim Meyers, co-founder and Managing Partner of Winvest Management in Miami, who brings a unique corporate finance perspective to property management. Our conversation explores why financial transparency, proactive communication and genuine relationship-building aren't "extra" services–they're the foundation of creating trust with both owners and tenants. We unpack what it really means to elevate the customer experience, from providing meaningful monthly financial commentary instead of generic statements to questioning maintenance costs, negotiating better outcomes and helping owners understand the performance of their investment. Tim shares how small, consistent touchpoints, clear communication and attention to detail can transform client relationships, strengthen referrals and position your agency as a trusted advisor rather than simply a service provider. If you've ever wondered how to stand out in an increasingly competitive market, this conversation is a timely reminder that exceptional property management isn't about flashy ideas—it's about doing the fundamentals exceptionally well. We also discuss guarantees, leadership, the power of listening before offering solutions, and why understanding an owner's long-term goals allows you to make smarter decisions that deliver value well beyond rent collection. “Property management is a little bit like a game. There's a rulebook. There's things you're not allowed to do. Right. And I'm not a rule breaker. I'm not insinuating that I violate the rules. But in order to run things efficiently and in the best manner, you have to know the rulebook really well. You get to know when you're close to it. You got to know when you're potentially going to overstep the lines.” - Tim Meyers We cover: Importance of attention to detail in property management. Utilizing technology to manage costs effectively. Addressing gaps in customer service and financial transparency in the industry. Leveraging corporate finance experience for better property financial management. Building trust with property owners and tenants. Proactive communication strategies in property management. Financial oversight and alignment with property owners' goals. Simplifying financial management processes for property managers. Emphasizing rental guarantees and service level commitments. The significance of referrals and relationship-building for business growth. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Tim Meyers: https://winvestmanagement.com/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

There’s a fine line between healthy competition and crossing the line, and it’s a conversation our industry doesn’t have often enough. Today, I’m unpacking the realities of poaching, prospecting, and what ethical business development really looks like in property management. Building a business should never come at the expense of your reputation, and the way we win clients says just as much about us as the results we achieve. I share my perspective on where prospecting becomes poaching, why relationships and integrity matter more than quick wins, and how businesses can grow sustainably without compromising their values. I also explore what to do if you lose a client to a competitor, how to respond professionally instead of emotionally, and why playing the long game almost always pays off. If you’ve ever questioned the right way to approach business development or wondered how to stand out in a competitive market without resorting to questionable tactics, this conversation will give you plenty to think about. My hope is that you walk away feeling more confident in building a business that attracts the right clients, earns trust, and creates long-term success the right way. "The best protection against ever losing a client isn't a tighter contract or a better exit clause. It's the relationship... because nobody can poach loyalty." - Kylie Walker We cover: Discussion of client poaching in the property management industry. Distinction between unethical poaching and ethical client retention. Personal experiences of losing clients, including both ethical and unethical scenarios. Importance of nurturing client relationships to prevent loss. Ethical strategies for growing a property management business. The role of visibility and community involvement in attracting clients. Leveraging referral relationships for business growth. Utilizing existing databases for potential client outreach. Importance of responding effectively to inquiries and maintaining a strong reputation. Emphasis on building strong relationships as the best defense against client loss. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Some conversations stay with you long after they end, and this week I realised the same challenges are coming up again and again. In this episode, I'm stepping away from the usual interview format to share what I'm hearing from property managers, BDMs and business owners who are feeling stretched, overwhelmed and unsure where to start with AI, automation and modern business systems. As your host, I wanted to have an honest conversation about why so many hardworking professionals feel like they're falling behind, and why it's not because they're not working hard enough. The property management industry is changing quickly, but the training and support available haven't always kept pace. I unpack why so many agencies are still relying on outdated processes, why new technology can feel overwhelming without the right guidance, and how simplifying systems, marketing and daily workflows can create more time, consistency and confidence. More importantly, I share why embracing these tools isn't about replacing people–it's about helping great property managers spend more time doing the work that really matters. I also take you behind the thinking behind PM Accelerate and the new Digital Marketing and AI Academy, explaining how they were created to solve the real challenges I see every day. From practical templates and proven marketing strategies to mindset support, AI training and a community that genuinely understands the pressures of this industry, my goal has always been to make property management feel less overwhelming and far more sustainable for the people who keep it moving. "AI isn't coming, it's already here, and it's already changing what's possible for property managers who know how to use it.” - Kylie Walker We cover: Challenges faced by property managers and business owners in the property management industry. Issues with outdated tools and technology in property management. Lack of proper training in AI and automation. Personal experiences of the host in overcoming similar challenges. Importance of modernizing business operations for efficiency. Introduction of the membership program "PM Accelerate." Resources offered by PM Accelerate, including templates and marketing strategies. Focus on personal development and emotional well-being for sustainable growth. Digital Marketing and AI Academy tailored for property managers. Urgency for property managers to adopt modern tools and strategies to avoid falling behind. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

For years, property management has been defined by the tasks we complete–collecting rent, coordinating maintenance, and managing tenancies. But what if we've been thinking about our role too narrowly? I was joined by Ben White, co-founder of Ailo , for a thought-provoking conversation about why the future of our industry isn't centred on technology replacing people, but on giving property managers the freedom to focus on the relationships that create the greatest long-term value. It challenged many of the assumptions we've held onto for years and offered a refreshing perspective on where our profession is heading. Throughout our discussion, we explored how AI and technology can remove the repetitive administration that often consumes our days, creating more space for meaningful conversations with landlords, renters, and our communities. Ben shared why agencies should be looking beyond software features and instead choosing technology partners that align with their long-term vision, while encouraging business owners to rethink what exceptional service really looks like. The conversation continually returned to one idea: the more we invest in people and relationships, the more valuable property management becomes. Beneath the discussion around AI sits a much bigger message about leadership, innovation, and the willingness to evolve. As our industry continues to change, the agencies that thrive will be those prepared to question old ways of thinking, embrace new opportunities, and see property management as a profession built on service rather than process. It's a timely reminder that the future won't be defined by the technology we adopt alone, but by how we use it to elevate the experience we deliver every single day. “I don't think you should change because today's broken. I think you should change because today is not going to get you to tomorrow.” - Ben White We cover: Ben's background and journey in the property management industry. Evolving definition and value of property management beyond traditional tasks. Importance of customer relationships in property management. Impact of technology and AI on the property management sector. Technology as a tool to enhance customer service rather than a threat. The service-oriented nature of property management and the win-win-win approach. Future of property management with AI and robotics. Role of regulation in shaping the industry and service differentiation. Need for a broader vision of property management and embracing innovation. Strategies for property managers to future-proof their careers and businesses. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Ben White: https://ailo.io/ben-white https://www.instagram.com/ailohq/?hl=en https://www.linkedin.com/in/benbwhite/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

After spending a week in the Philippines with our offshore team, I came home with far more than great memories. I returned with a renewed appreciation for what truly builds great businesses–strong relationships, shared purpose, and leaders who genuinely invest in their people. What started eight years ago as a solution to overwhelm has grown into something much bigger, and this experience reinforced why I believe the best businesses are built around people, not just processes. Throughout this conversation, I share the leadership lessons that challenged my thinking, from why people work harder when they feel valued to the importance of documented systems, transparency, and creating a team that understands the bigger vision. We often chase efficiency in property management, but I've learned that excellence comes from slowing down, building the right foundations, and empowering people to do their best work. If you've been feeling stretched, buried in administration, or wondering how to create a business that can grow without relying on you for everything, I hope these insights encourage you to think differently. Because sustainable success isn't about doing more–it's about building the right structure, investing in the right people, and creating a business where everyone has the opportunity to thrive. "It's not about doing more yourself. It's about building something structured and streamlined so your team can actually work, not just survive.” - Kylie Walker We cover: Building and managing an offshore team for property management. Overcoming administrative overwhelm in a real estate agency. The transition from chaos to structured processes and systems. The impact of offshore support on onshore team efficiency and morale. The concept of "done for you Taskers" and its differentiation from typical virtual assistant services. The importance of documented systems and transparency in business operations. Lessons learned from personal experiences with offshore teams. The significance of investing in people and building relationships within teams. The distinction between efficiency and excellence in work processes. The role of purpose and understanding in enhancing team engagement and productivity. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

There are moments in life when you realise the biggest thing standing between where you are and where you want to be isn't your workload, your business or even your circumstances–it's the story you've been telling yourself. In this deeply personal episode, I share the journey that has taken me from one of the darkest periods of my life to buying my own home at 53, and why the most important work I've ever done wasn't in my business, but on myself. As property managers, we're incredibly good at looking after everyone else while quietly carrying stress, burnout and impossible expectations behind the scenes. I open up about the shame, anxiety, negative self-talk and victim mindset that kept me stuck for years, and why there was never one magic solution. It was the messy combination of counselling, journalling, meditation, reading, personal development and consistently showing up for myself that slowly changed everything. My hope is that this conversation encourages you to pause and ask yourself what stories you're believing, and whether they're helping you build the life you truly want. Because while the work isn't always easy, the transformation starts from within–and when you change the way you think, speak to yourself and respond to life's challenges, your business, your relationships and your future begin to shift in ways you never thought possible. “The hard things don't have to define your future. They're not life sentences. They're just data. They're opportunities to take lessons away from what worked and what didn't work.” - Kylie Walker We cover: Personal journey through significant life challenges, including marriage breakdown and business struggles. Overcoming anxiety and emotional hardship through various methods. Importance of internal work for personal transformation and mindset change. Tools and strategies for managing negative self-talk and emotional outbursts. The role of counseling, meditation, journaling, and workshops in personal growth. The impact of shame and perfectionism in high-stress careers like property management. The significance of daily commitment to self-improvement and emotional healing. The idea that struggles and breakdowns can lead to growth and new opportunities. Encouragement to challenge negative narratives and beliefs about oneself. The message that it’s never too late to change and pursue a fulfilling life. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

For a long time, I wore the chaos in my business like a badge of honour. I knew where everything was, I could solve every problem, and everyone relied on me. But what I eventually realised was that being needed for everything wasn't a strength–it was the very thing preventing my business from growing. In this episode, I share my own journey from overwhelming and reactive management to building systems that created more clarity, consistency, and freedom for both myself and my team. I also open up about one of the most challenging periods in my business. When I introduced new systems, accountability, and transparent workflows, the resistance was immediate. Team members pushed back, several left, and for a moment I questioned whether I had made the right decision. Looking back, that difficult transition became a defining moment because it forced me to build a business that could operate beyond the knowledge stored in one person's head and create a stronger foundation for long-term growth. I break down the three systems that transformed the way I run my business: client communication, operational workflows, and marketing visibility. These aren't just tools or pieces of software–they're the frameworks that help property management businesses reduce stress, improve consistency, delegate effectively, and create space for growth. If you're feeling stretched too thin, constantly reacting instead of leading, or wondering why your business still depends on you for everything, this episode will challenge you to think differently about the systems that support your success. “You can't build a team, you can't take a day off. And more importantly, you can't actually grow beyond yourself because you've become the bottleneck.” - Kylie Walker We cover: Importance of systemizing a property management business for clarity and scalability Challenges and benefits of implementing cloud-based property management software Development of client communication and relationship management systems Creation of operations and task management workflows and standard operating procedures (SOPs) Strategies for effective delegation and workload management Establishment of marketing and visibility systems to attract new clients The transition from chaotic to organized business practices Resistance from team members during the implementation of new systems The significance of maintaining consistent client engagement and communication The long-term advantages of overcoming initial discomfort and resistance to change A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes If you are ready to see what’s NEXT in Property Management, join five amazing industry coaches, hosting one epic event, in three locations - NEXT. Buy your Tickets here: https://courses.thatpropertymum.com.au/next Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Standing out in property management has never been more challenging. With so many agencies competing for attention online, it’s becoming increasingly difficult to create a genuine point of difference that landlords and tenants actually notice. When I sat down with Tom Dorawa from Virtual Tour Creators, we explored how technology is changing the way agencies market properties and why presentation has become far more than just a tool for securing a tenant. What struck me throughout our conversation was how often the smallest improvements in visibility and client experience can create the biggest competitive advantage. We spent time unpacking the practical ways agencies can use virtual tours, floor plans, professional imagery, and emerging technology to elevate both their marketing and operational processes. Rather than adding more work, many of these tools are designed to simplify what property managers are already doing while creating a stronger experience for landlords, tenants, and prospective clients. Tom shared some fascinating examples of agencies using these solutions to attract higher-quality tenants, improve rental returns, and create a level of transparency that builds trust and strengthens client relationships. What sits underneath all of this is the willingness to adapt. The property management landscape is changing quickly, and the businesses that continue to grow are often the ones prepared to embrace innovation rather than resist it. Whether it’s adopting new technology, improving the way properties are presented, or finding smarter ways to serve clients, the opportunity lies in being open to doing things differently. For property management professionals, this conversation is a reminder that growth doesn’t always come from working harder–it often comes from finding better ways to deliver value and create an experience that people remember. “If you're not going to try it, you'll never know what happened to you or what you missed out on.” - Tom Dorawa We cover: Innovative marketing solutions for property management and real estate professionals. Use of 360-degree virtual tours and floor plans in property marketing. Challenges of traditional property marketing and the need for modernization. The origin story of Virtual Tour Creators and its development. DIY marketing tools that empower agents to create their own virtual tours and photos. The impact of personalized, high-quality marketing content versus generic AI-generated materials. Success stories of clients using Virtual Tour Creators to enhance their business. Importance of showcasing surrounding amenities in property marketing, especially in rural areas. The role of technology and innovation in property management. Discussion on mental health, personal development, and the evolving role of AI in business operations. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Tom Dorawa: https://www.linkedin.com/in/tom-dorawa-53001295/ https://virtualtourscreator.com.au/ https://www.instagram.com/virtualtourscreator Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

AI isn’t coming for our jobs–but it is changing the way we work. In this episode, I share my perspective on artificial intelligence and why I believe the real opportunity for property managers isn’t replacement, it’s amplification. Over the past year, I’ve been integrating AI into my businesses in ways that are helping us move faster, make better decisions, and create more space for the work that truly matters. If AI has felt overwhelming or intimidating, my goal is to show you a more practical and empowering way to think about it. I take you behind the scenes of how we’re using AI across market research, prospecting, client communication, content creation, and knowledge management. From identifying opportunities before competitors do, to helping property managers navigate difficult conversations with confidence, these tools are reducing repetitive tasks and giving us access to better information, faster. The result isn’t less human connection–it’s more time and energy to focus on the relationships, strategy, and expertise that clients value most. At its core, this conversation is about staying relevant in a rapidly changing industry. The property managers who thrive over the next five years won’t necessarily be the most technical–they’ll be the ones willing to evolve, adapt, and use technology intentionally. I share why embracing AI now can help you reclaim time, improve profitability, and position yourself and your business for long-term success in an increasingly competitive market. “AI isn't coming for your job, but AI is coming for the people who aren't using it.” - Kylie Walker We cover: Integration of AI in property management Benefits of AI for improving efficiency and client service Addressing concerns about AI replacing jobs AI tools for market research and reporting Prospecting and lead identification using AI Enhancing content creation and communication with AI Internal knowledge management through AI solutions Real-world examples of AI impact on property management The importance of evolving with technology in the industry Encouragement for property managers to adopt AI tools intentionally A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes If you are ready to see what’s NEXT in Property Management, join five amazing industry coaches, hosting one epic event, in three locations - NEXT. Buy your Tickets here: https://courses.thatpropertymum.com.au/next Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

One of the biggest lessons I learned early in my property management career was that delivering value and communicating value are two very different things. In this episode, I share the simple but powerful strategy that helped me retain investors for years, even through market uncertainty, staff changes, and growing competition. Drawing on my background in marketing and communication, I explain why meaningful client relationships are built through intentional conversations, not just efficient processes, and how becoming a trusted advisor can completely change the way investors see your role. I unpack the Investor Audit framework that became a cornerstone of my business and explain how structured, strategic conversations can strengthen trust, improve retention, and create deeper client loyalty. From reviewing property performance and maintenance planning to discussing future investment opportunities, these conversations allow me to better understand my clients’ goals while helping them feel supported throughout their wealth creation journey. It’s not about selling services – it’s about showing genuine interest in helping investors make better decisions. This episode is a reminder that the strongest property management businesses are built on relationships, not transactions. I walk through the practical steps for implementing Investor Audits in your own portfolio and share the communication habits that helped me create long-term client connections. If you're looking to improve retention, elevate your client experience, and position yourself as an indispensable part of your clients’ success, this is a strategy that can make a lasting impact. “Maybe you're thriving. Maybe you're struggling with retention. Maybe you're exhausted from constantly chasing new clients. But if you're willing to shift from what can I do for them to how can I actually be their partner in this investment, everything changes.” - Kylie Walker We cover: The concept of the "investor audit" as a strategy for property managers. Importance of building trust and demonstrating value to landlord clients. The need for effective and consistent communication with investors. The role of property managers beyond just rent collection. Strategies for maintaining long-term client relationships. The significance of personalized and meaningful communication. Tailoring services to meet the specific goals of property investors. The impact of regular check-ins and updates on client loyalty. Utilizing data and insights during investor audits to support decision-making. Shifting the mindset from transactional management to being a strategic partner. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes If you are ready to see what’s NEXT in Property Management, join five amazing industry coaches, hosting one epic event, in three locations - NEXT. Buy your Tickets here: https://courses.thatpropertymum.com.au/next Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

There’s a quiet shift happening in property management right now – and it’s the move away from transactional service toward something far more meaningful. In this thoughtful conversation, I’m joined by Jenny Lock from K & Lo Property Co, who shares why relationship-driven property management is becoming the future of our industry. Together, we unpack the impact of client experience, the importance of genuine connection, and why the small moments – the phone calls, the thoughtful touchpoints, the way people feel – are often what matter most in building long-term trust and loyalty. We also tackle one of the most controversial conversations currently circulating in property management: client poaching. It’s a topic layered with emotion, ethics, leadership, and accountability, and Jenny offers such a balanced and grounded perspective from both a business owner and property manager point of view. This conversation explores what really creates client loyalty, why culture and relationships inside agencies matter more than ever, and how business owners can build stronger retention through service, communication, and aligned leadership rather than fear or control. What I loved most about this discussion is how deeply it reinforces the idea that great property management isn’t built on volume, chaos, or constantly being reactive – it’s built on intentional systems, aligned values, and creating experiences that people genuinely remember. Jenny shares the strategies she’s implementing inside her new boutique agency to elevate both the owner and tenant experience, while also protecting her own wellbeing and avoiding the burnout so many in our industry are facing. If you’ve been craving a more human, thoughtful, and sustainable approach to property management, this conversation will leave you feeling inspired to rethink what’s possible. “I highly hold myself to values and ethics, and I think the real estate industry already has this bad reputation of not doing the right thing. I want to do the right thing and walk the walk and talk the talk.” - Jenny Lock We cover: Transitioning from transactional to relationship-focused property management. Importance of building genuine relationships with clients and tenants. Negative impact of transactional approaches on the industry’s reputation. Ethical considerations in client poaching within property management. Strategies for maintaining client relationships and loyalty. Enhancing customer experience through personalized services and communication. Role of technology and AI in supporting relationship-driven property management. Addressing burnout among property managers through quality-focused practices. Importance of personal development and aligning business practices with values. Encouragement for property managers to reconnect with clients and improve service quality. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Jenny Lock: 0487275151 www.klopropertyco.com.au K&LO Property Co Google review Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

There’s a side of property management we don’t speak about nearly enough – the emotional load, the vulnerability, and the quiet moments where instinct becomes your greatest safety tool. In this deeply honest conversation with experienced property management professional Kallista Tzirvelakis, we shine a light on the realities many property managers have experienced but rarely voice out loud. From solo inspections to aggressive interactions and the pressure to simply “keep going,” it’s a powerful reminder that safety isn’t a luxury in our industry – it’s essential. What stood out most was the importance of trusting your gut, speaking up early, and creating workplace cultures where people feel genuinely supported, not dismissed. There’s also an important conversation here around leadership and responsibility. Property managers are often expected to absorb conflict, manage chaos, and navigate difficult situations without enough structure or protection in place. The discussion around code words, team communication, risk awareness, and emotional resilience highlights something many businesses still overlook – good intentions are not enough. Systems need to be practiced, conversations need to happen regularly, and teams need to know their wellbeing matters just as much as performance. For industry leaders, this is a timely reminder that retention starts with creating environments where people feel safe, heard, and valued. What makes this conversation especially impactful is its honesty. There’s no fearmongering or dramatics – just real experiences, practical awareness, and thoughtful insight into the realities of working closely with people every single day. For newer property managers, it offers guidance and perspective. For experienced professionals, it’s validation that the pressure we carry is real and worthy of acknowledgment. And for the industry as a whole, it’s a call to approach safety, mental wellbeing, and professional development with far more intention than we have in the past. Because protecting your team isn’t separate from building a successful business – it’s part of it. “Just never go in with a blind eye. Just be aware of your surroundings. Do your due diligence. Check backgrounds. and go with your gut feeling. If something doesn't feel right, just don't do it.” - Kallista Tzirvelakis We cover: Importance of personal safety in property management, especially for women. Risks and vulnerabilities faced by property managers when dealing with tenants. Personal experiences highlighting the need for effective safety protocols. Development and challenges of safety systems, such as the "Red Folder" protocol. The impact of personal exposure through online profiles and social media. Strategies for protecting oneself, including background checks and tenant verification. Practical safety tips for property managers during inspections and meetings. Emotional and psychological effects of confrontations with difficult tenants. Industry challenges contributing to burnout and mental health struggles among property managers. Encouragement for open communication and ongoing discussions about safety in the property management field. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Kallista Tzirvelakis: https://kallista.zebrapm.com.au/ https://www.instagram.com/zebra_pm_kallista/ https://www.facebook.com/profile.php?id=61574342851698 www.linkedin.com/in/kallista-tzirvelakis-96902877 Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

In this deeply honest and thought-provoking conversation, I sat down with Melissa Hickson to explore a side of property management that so many professionals experience but rarely speak about openly – nervous system dysregulation, chronic stress, and the emotional toll of constantly operating in survival mode. Together, we unpack the invisible pressure so many property managers carry while juggling demanding workloads, difficult conversations, leadership responsibilities and personal challenges behind the scenes. This episode offers a compassionate and refreshing perspective on what burnout really looks like in our industry – and why simply “pushing through” is no longer sustainable. Melissa shares her personal journey through career trauma, relationship breakdown, anxiety and emotional exhaustion, alongside the powerful practices that helped her rebuild herself from the inside out. From breathwork and nervous system regulation to recognising the physical signs of stress, this conversation is filled with practical insights for property management professionals who feel overwhelmed, reactive or disconnected from themselves. I also open up about my own experience with chronic stress and health challenges, creating a deeply relatable discussion around leadership, self-awareness and the importance of protecting your wellbeing while building a successful career. More than anything, this episode is a reminder that success in property management should never come at the expense of your health, relationships or sense of self. It’s a conversation about learning to slow down, listen to your body and create a more sustainable way of living and leading. Whether you’re a business owner, department head or property manager feeling stretched too thin, I hope this episode leaves you feeling seen, supported and encouraged to approach both life and business with more intention, clarity and compassion. ““I think it’s really important – when we are in our industry, it is stressful. Being a property manager is a really stressful place to be. If you are actually not regulated within your day-to-day life, then it will feed back into your work.” - Melissa Hickson We cover: The impact of chronic stress and burnout in the property management industry. Personal experiences of stress and mental health challenges faced by industry professionals. Signs and symptoms of nervous system dysregulation, including emotional and physical manifestations. The importance of recognizing and addressing nervous system dysregulation for overall well-being. Techniques for regulating the nervous system, such as breathwork and grounding practices. The role of energetic healing practices, including Reiki and Kundalini energy work, in managing stress. The transformative effects of breathwork and energetic practices on personal and professional life. The connection between personal well-being and professional effectiveness in property management. The importance of open conversations about mental health and stress management in the workplace. Resources and support available for individuals seeking to improve their mental health and manage stress. A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Melissa Hickson: https://prpm.com.au/our-team-melissa-hickson/ 0422 071 572 melissa@prpm.com.au https://www.instagram.com/melissahicksonpmspecialist/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Patrick Mears shares a refreshingly honest perspective on what success in property management can actually look like – and it’s not always tied to bigger portfolios, larger teams or chasing endless growth. After years of building his business, Patrick reached a turning point where he realised that more management didn’t automatically equal more freedom, profit or happiness. Instead, he made the conscious decision to build a business that supports the life he wants, not one that consumes it. His approach is a powerful reminder that sustainable growth starts with clarity around your values, your goals and the lifestyle you’re trying to create. This conversation also unpacks the hidden cost of discounting in property management and why so many business owners unknowingly sacrifice profit, team sustainability and service quality in the pursuit of growth. Pat shares his philosophy around attracting quality clients through reputation, consistency and word of mouth rather than competing on price. There’s so much value here for business owners feeling pressure to constantly grow, especially in an industry where vanity metrics can easily distract from what’s actually creating a healthy, profitable business behind the scenes. What stood out most for me was his perspective on freedom – not in the flashy sense, but in the everyday moments that matter. Being able to pick his boys up from daycare, attend swimming lessons, step away from difficult clients and create boundaries around how he works has become his definition of success. It’s such an important conversation for anyone in property management who feels stretched too thin, overwhelmed by expectations or caught in the trap of believing bigger always means better. “I'm my own competition, so if I want to grow by ten this month, then I have to do that work and not have to go out and steal from other people or beat everyone. Just compete against yourself and work out what you need, what you want, as opposed to what other people are sprouting on social media or whatever, how many they've signed and that sort of thing.” - Patrick Mears We cover: Growth in the property management industry and its misconceptions The relationship between business size and success Personal experiences and journey of a property management business owner The impact of the COVID-19 pandemic on business perspectives Importance of work-life balance and aligning business goals with personal values Strategies for maintaining profitability without discounting services The significance of quality client relationships over quantity Efficient business management practices and the use of technology The value of networking and collaboration within the industry Advice for property managers on managing growth pressures and focusing on personal goals A big shout-out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Patrick Mears: https://www.rubixrealty.com.au/ https://www.instagram.com/rubixrealty/ https://www.facebook.com/Rubix.Realty https://www.linkedin.com/in/patrickmearspropertymanager/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

Growing a business can look strong and successful from the outside, but what’s happening behind the scenes often tells a very different story. In this episode, I sit down with Elizabeth Hood, founder of Elite Real Estate, to unpack the reality of building a business while navigating some of life’s toughest challenges. From launching her agency with limited resources to facing personal loss, single parenthood, and a life-altering health diagnosis, Elizabeth shares the moments that reshaped not just her business, but her entire perspective. One of the most powerful takeaways from this conversation is how easy it is to become conditioned to “push through” at all costs. In high-pressure industries like property management, that constant drive can feel normal – even necessary. But Elizabeth’s experience highlights what happens when that mindset goes unchecked. Operating in a constant state of urgency, ignoring physical warning signs, and prioritising everything else above your own wellbeing can slowly take its toll, often without you realising until you’re forced to stop. At the centre of it all is a shift in how success is defined. Elizabeth now approaches her business and life with a completely different lens – one that values energy, presence, and intentional boundaries just as much as growth. By creating space to rest, disconnect, and be fully present with her family, she’s found a more sustainable way to move forward. For anyone feeling stretched or stuck in the cycle of doing more, this episode offers a grounded reminder: building a thriving business should never come at the expense of the life you’re working so hard to create. “I think when you give, like you think you're giving your best to people, but when you're running at 10%. It's not your best.” - Elizabeth Hood We cover: Overcoming personal and professional challenges in real estate. The impact of mindset on healing and success. Navigating cancer while managing a business and family. The emotional toll of burnout and stress. The importance of integrity and relationships in business. Building a business with strong values and community focus. Strategies for maintaining a positive mindset and emotional control. The significance of setting boundaries and prioritizing health. The transformative effects of personal experiences on family and business. Empowering others to achieve balance without sacrificing health or values. A big Shout out to our amazing podcast partner Ailo. Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties. Book an Ailo Demo and get your Mecca Gift Card: http://ailo.io/tpm Follow Ailo: https://www.instagram.com/ailohq/ Kylie’s Resources: Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchool Digital Marketing School: https: //courses.thatpropertymum.com.au/digitalschool That Property Mum Courses: https://www.thatpropertymum.com.au/courses/ The PM Accelerate Membership : https://courses.thatpropertymum.com.au/accelerate Book a Strategy Call with Kylie : https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/ Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call 35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-media https://courses.thatpropertymum.com.au/5-misktakes-replay Digital Marketing and AI Academy https://courses.thatpropertymum.com.au/digitalmarketingyes Connect with Elizabeth Hood: https://www.elitere.com.au/ https://www.instagram.com/eliterockhampton/ https://www.facebook.com/elizabethhoodsells https://www.linkedin.com/in/elizabeth-hood-85a7b852/ Connect With Kylie: Follow Kylie Walker on Instagram - https://www.instagram.com/thatpropertymum_/ Follow Kylie on Facebook - https://web.facebook.com/thatpropertymum Connect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal... Explore Kylie's Website - https://www.thatpropertymum.com.au/ Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum