2 1 S E P T E M B E R 2 0 1 7C R O W N P E R T H , B U R S W O O D

P R O G R A MO F E V E N T S

MAJOR SPONSORS

EXHIBITORS

Thank you to all our sponsors and exhibitors who make this event possible.

MultiArray

CONFERENCE PROGRAM

7:00am Registration

8.00am-8.15amCROWN BALLROOM 1 & 2

Official opening and industry updateHAYDEN GROVES REIWA President

8.15am-9.15amCROWN BALLROOM 1 & 2

When things go wrongFIONA BLAYNEY Founder & CEO, REAL+

In an age where consumers are faced with a choice for services between robots and humans, never has it been more prudent to strive towards fool proof service. In reality though, even with technology, things will go wrong. The challenge facing every professional is not only preventing “service glitches”, but knowing what to do to minimize the fallout when something does go wrong.

In her session Fiona will identify for both you and the consumer:• The most common challenges. • How to minimise error.• What to do when things don’t go quite according to plan.

9.15am-10:00amCROWN BALLROOM 1 & 2

Platforms, data and user reviews: How technology is impacting property managementSIMON WALLER Author & International Speaker

The same technology forces that have allowed Uber to disrupt the taxi industry and Airbnb to disrupt hotels, are currently at play within property management. How you spend your time and the impact that technology is having on your day-to-day jobs, plays a big part in your success. By understanding which aspects of your job are complementary and which can be substituted by technology, will help you better understand how to deliver value to both owners and tenants.

10:00am-10.30amGRAND BALLROOM

Morning tea and visit the trade exhibition

10.30am-11.15amCROWN BALLROOM 1 & 2

Growing your businessREBECCA CLOW Director, bd by design

The property management space is continually changing. Clients are smarter, better informed, more determined and have higher expectations of value for money and care, when managing their most valuable asset. Our industry requires a high level of key deliverables, strategy and planning to engage and connect for future growth and the continuation of maintaining strong relationships with our current client base.

This session will cover:• A successful blueprint for a winning business.• Proven techniques and initiatives for growth.• The ‘power of connectivity’ for maintaining existing business.

11.15am-12.15pmCROWN BALLROOM 1 & 2

How the best get better: The chemistry of successMATT CHURCH Director, Matt Church Pty Ltd.

Maintaining a high level of service in property management requires great composure. Working to deadlines and managing tenant and landlord demands creates a pressure that can make or break you.

In this practical session Matt will teach you how to:• Pressure proof your life.• Stay calm in crisis and deliver top performance year in year out.• Know yourself and how to take care of the little things to help you remain the

lynchpin in your real estate business.

12.15pm-1.45pmGRAND BALLROOM

Lunch and visit the trade exhibition

1.45pm-2.45pmCROWN BALLROOM 1 & 2

Making relationships magical: Secrets to create lasting connections with customers, business, teams and leadership in the workplaceJOHN FORMICA The “Ex-Disney Guy”, America’s Customer Experience Coach

Poor relationships can cause you or your team(s) to struggle, lack productivity, create high employee turnover, poor service and a lack of sales. Imagine if you could get along, make instant connections with your customers or clients, be more memorable and likeable, and create trusting relationships that will have an immediate impact on the success of your team and organisation. Whether you are a leader, business owner or staff member, this session will teach you the secrets to connect and be likeable in 30 seconds or less.

2.45pm-3.30pmCROWN BALLROOM 1 & 2

Compliance is your friendCATHIE CRAMPTON Head of Network Property Management, Harcourts International (Australia and New Zealand )

Many view “playing by the rules” as bureaucracy, best left to those who don’t desire growth. This session will debunk this myth, not only working through core frameworks that manage risk, but further, how to integrate these into your day-to-day operations. You will be tasked with practical examples which will not only work within the respected rules, but also allow you the opportunity to realise how to effect growth and client satisfaction whilst ensuring risk is mitigated and all care is taken. Compliance is not the foe we all dread, but a friend to positive property management and growth.

3.30pm-4.00pmCROWN BALLROOM 1 & 2

Trends, outlook and shaping the futureRON BHIMJIANI Manager, Economics and Research, REIWA

Understanding the current trends in the Perth and Regional rental markets, and why they occur, will provide insight which can form part of your day-to-day dealings with landlords and tenants. Ron will cover the key economic drivers of the rental markets in WA, will look at where the State’s economy is going and what this means for the rental market, investment in residential property and property management. Ron will also share insights on the property market outlook. The session will wrap with an explanation of the key issues which REIWA is advocating to government, relevant to your daily dealings.

4.00pm-5.00pmCROWN BALLROOM 1 & 2

Mental HealthTHE HON JEFF KENNETT AC

The greatest gift we have is the gift of life. Yet most of us take it for granted. After life, it is our condition, mental and physical, that will not only define us, but also influence our relationships and outcomes. Our mental health therefore plays a very important role throughout our lives. What we learn in our youth, to pass on to our young, is a base for life. But we are never too experienced to learn, to change, to improve how we approach life.

5.00pmCROWN BALLROOM 1 & 2

Close and wrap

5.00pm-5.30pmCROWN BALLROOM 1 & 2

Stay for a glass of bubbles!

Fiona Blayney has developed a reputation for being one of the best business strategy, talent and growth specialists around. Her energetic and motivational presence has ensured popularity at industry events.

Known for her no holds barred approach, Fiona believes her role as an industry thought leader is to push boundaries, challenge the status quo and in general “break stuff”, then work with her clients to get personalised results.

WHEN THINGS GO WRONGFIONA BLAYNEY FOUNDER & CEO, REAL+

Simon Waller is the author of two books, The Digital Champion: Connecting the dots between people, work and technology and Analogosaurus: How to avoid extinction in a world of digital business.

He developed his expertise working in business improvement and strategy development at Rio Tinto and holds qualifications in futures thinking, commerce and leadership.

Simon is an international speaker on the topics of digital disruption and the future of work. He has worked with numerous organisations in Australia, to help them incorporate digital tools in the workplace.

For Simon, digital technology is not just a catalyst for increasing business productivity, it is also an avenue to improving the quality of life for those who use it.

PLATFORMS, DATA AND USER REVIEWS: HOW TECHNOLOGY IS IMPACTING PROPERTY MANAGEMENTSIMON WALLER AUTHOR AND INTERNATIONAL SPEAKER

GROWING YOUR BUSINESSREBECCA CLOW DIRECTOR, BD BY DESIGN

Rebecca Clow is the Director of bd by design, a unique coaching and mentoring business focusing on people, profits and future leaders in Real Estate.

With her background in Corporate business and her diverse roles in Property Management, Rebecca Clow is well known as a dynamic speaker and coach, passionate and energetic in her pursuit to shift the thinking of growth and sustainability in property management.

Rebecca and her team respectfully transition leaders, model growth teams and mentor property managers into the ‘Modern’ Agency through proven strategic platforms.

The team at bd by design are highly focused on the long game to ensure Real Estate businesses of today are running Smart Businesses and ultimately, the customer experience continues to underpin the vision, strategy and planning for future growth.

HOW THE BEST GET BETTER:THE CHEMISTRY OF SUCCESSMATT CHURCH DIRECTOR, MATT CHURCH PTY LTD.

Matt Church is the founder and chairman of Thought Leaders and is consistently voted as one of Australia’s top conference speakers. He is the 2014/15 Australian Speaker of the Year and was recently named one of the top ten motivational speakers in the world by E-speakers, the peak global event industry body.

A prolific author, his publishing history is a demonstration of his polymathic nature, and his ability to draw from his incredibly diverse sphere of knowledge, means he can often shed new light on a topic which an industry has “done to death”.

From this space, Matt inspires people to think, expertly delivering key messages and weaving them together with narratives from a diverse range of sources. Many say his presentations are watershed moments in industry and business culture.

John Formica, “Ex-Disney Guy” and leading authority in the service industry, client satisfaction and organisational culture growth, is “America’s Best Customer Experience Coach.”

As a former successful Disney leader for many years, John will share his incredible experiences, best practices and proven Disney success strategies to help you create your own “magical” Disney-like client experience and culture, all in an inspiring and entertaining way.

MAKING RELATIONSHIPS MAGICAL:SECRETS TO CREATING LASTING CONNECTIONS WITH CUSTOMERS, BUSINESS, TEAMS AND LEADERSHIP IN THE WORKPLACEJOHN FORMICA THE “EX-DISNEY GUY”, AMERICA’S CUSTOMER EXPERIENCE COACH

Cathie Crampton is a proven force in property management, with expertise in growth, business strategy, operational execution and management across small and large platforms.

This has not only involved organic growth and acquisition execution to support growth initiatives, but also the development and implementation of key policies and procedures across Australia and New Zealand, to support significant cultural transformation.

Cathie has developed procedures that ensure accelerated growth, industry best statistics and operational performance across multiple property management networks, via both training and coaching mediums.

She is noted for generating an additional 50 per cent to 110 per cent in increased balance sheet value for businesses under care, as well as increases in profit lines of more than 50 per cent in several cases .

COMPLIANCE IS YOUR FRIENDCATHIE CRAMPTON HEAD OF NETWORK PROPERTY MANAGEMENT, HARCOURTS INTERNATIONAL (AUSTRALIA AND NEW ZEALAND )

Ron Bhimjiani qualified with an Honours Degree in Financial Economics from the University of Leicester, UK in 2010. He then spent five years in the Investment Banking Industry as a Futures Trader, working for Deutsche Bank and Barclays Capital in London. In 2015, Ron migrated to Perth, and since married Naiya. His main hobbies include playing squash and golf. In his current role as Manager, Economics and Research at REIWA, Ron’s chief function is to ensure REIWA and its members are well informed on the current economic and WA property climate. His duties include the preparation of various reports, with highlights being reiwa.com Market Update and REIWA’s pre-budget submission to the State Government. Ron delivers presentations to stakeholders as well as managing a Graduate Research Officer, and is also a member of the Housing Industry Forecasting Group (HIFG) and Housing Industry Association President’s Roundtable (HIA).

TRENDS, OUTLOOK AND SHAPING THE FUTURERON BHIMJIANI MANAGER, ECONOMICS AND RESEARCH, REIWA

The Hon Jeff Kennett AC was an Officer in the Royal Australian Regiment, serving at home and overseas. He was a Member of the Victorian Parliament for 23 years, and was Premier of the State of Victoria from 1992 to 1999.

He is the founder and inaugural Chairman of beyondblue: the national depression initiative and remained Chairman from 2000 to June 2017. Jeff is also Chairman of The Torch, a program assisting incarcerated Indigenous men and women and a Director of the Equity Trustees Limited and Seven West Media Ltd.

Jeff is also currently Chairman of Open Windows Australia Proprietary Limited, Chairman of CT Management Group Pty Ltd, Chairman of Amtek Corporation Pty Ltd and Chairman of LEDified Lighting Corporation Pty Ltd.

Patron of a number of community organisations, in 2005 he was awarded the Companion of the Order of Australia.

MENTAL HEALTHTHE HON JEFF KENNETT AC