Épisodes

  • How to Develop an AI Curious Culture or Go Extinct with Kylie Walker
    Oct 6 2026
    AI is changing the way we work at a pace that can feel exciting one minute and completely overwhelming the next. I know because I’m right there in it too – learning, experimenting and trying to understand what this shift means not only for me, but for my team and the wider property management industry. The reality is, AI is no longer something sitting on the horizon. It’s already influencing how businesses operate, how teams work and where our time is best spent, which means the conversation now needs to move beyond whether we should use it and towards how we can use it well.There’s understandably a lot of fear around what AI could replace, but I think we need to be careful not to confuse automation with the value we bring as people. Property management is built on relationships, judgement, communication, negotiation and trust – and those things still matter enormously. What AI can do is take some of the repetitive, time-consuming work off our plates, giving us more capacity to focus on the parts of our role that actually require us. And when technology is already being developed to operate property management software and complete everyday tasks, it’s a reminder that this change is happening much faster than many of us realise.For me, the biggest opportunity isn’t becoming an expert in every new tool that comes along. It’s building a team and a business that are curious enough to keep adapting. Give yourself permission to start small, test one tool, find one task it can make easier and create space for your team to do the same. We don’t need to have AI completely figured out, and we probably never will because it will continue to evolve. But the property management businesses willing to learn, experiment and move with that change now will be in a much stronger position for whatever comes next.“The tools will keep changing. New ones will pop up every month. But curiosity is the thing that keeps you adaptable no matter what comes next.” - Kylie WalkerWe cover:AI’s growing role in property management and the pace of change in the industryCommon concerns and misconceptions about AI, including job loss and the need for technical skillsHow AI can handle repetitive tasks while people focus on relationships and higher-value workExamples of AI being developed to operate property management software and complete day-to-day tasksBuilding a curious, supportive workplace culture where teams can experiment with AIPractical ways to begin using AI, such as choosing one tool and testing it on everyday tasksTraining and upskilling property management teams to use AI effectivelyDigital marketing and AI education for property management businessesLandlord insurance considerations, including tenant damage and loss of rentThe role of insurance providers in supporting property managers and landlordsDIGITAL MARKETING AND AI ACADEMY: DOORS ARE NOW OPEN!https://courses.thatpropertymum.com.au/digitalmarketingyesTHE RENT REDUCTION CONVERSATION FREEBIE:https://courses.thatpropertymum.com.au/freebie-having-the-rent-reduction-conversationA 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/tpmFollow Ailo:https://www.instagram.com/ailohq/Thanks to our podcast partner PIP - Property Insurance PeoplePip specialises in property insurance, helping landlords and property managers navigate insurance with greater clarity and confidence. With a customer-centric approach and strong industry expertise, Pip is focused on making property insurance simpler and more accessible, while bringing genuine, people-focused service back to the forefront.https://pipinsurance.com.au/articles/https://www.linkedin.com/company/property-insurance-people-pip/Kylie’s Resources: The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerateDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesProperty 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayConnect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://...
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    14 min
  • A 90 Day Business Sprint That Inspired by My Dating Plan With Kylie Walker
    Sep 29 2026
    I spend so much time talking about strategy, goals and intentional growth in business, but recently I had a slightly uncomfortable realisation: I had more of a plan for my business than I did for my own dating life. After one date in five years, I decided it was time to change that and give myself a 90-day dating sprint – complete with boundaries, KPIs and, naturally, a lead generation strategy. It’s a little more personal than what I usually share, but there’s a surprisingly relevant business lesson behind it.I’m taking the same framework I would use to grow a business and applying it to dating: getting clear on what I actually want, setting boundaries, creating a measurable goal, trying different ways of meeting people and paying attention to what’s actually working. It’s a bit of fun, but there’s a serious business lesson underneath it too. We can’t expect leads to simply fall into our laps when we’re not putting ourselves or our businesses in the right places, and we shouldn’t keep pouring energy into a strategy that clearly isn’t delivering results.What really made me think was how easily we can be incredibly intentional with our businesses while allowing other parts of our lives to run on autopilot. I know many of us in property management are very good at creating plans, solving problems and keeping everything moving for everyone else, but we don’t always bring that same intention to ourselves. Whether it’s your business, health, friendships or even your love life, sometimes it comes back to the same simple things: know what you want, set your boundaries, make a plan, take action and be willing to adjust along the way.“The same principles that grow a business will absolutely help you grow a life that you actually want.” - Kylie WalkerWe cover:Creating a 90-day plan to approach dating with the same strategy used to grow a business.Clarifying what qualities to look for in a potential partner.Setting personal boundaries and expectations in dating.Establishing measurable goals and accountability.Trying different ways to meet people, such as dating apps, sports, social events, and classes.Tracking which approaches lead to meaningful connections and adjusting the plan accordingly.Applying intentional planning, boundaries, and measurement to other areas of life, as well as business.DIGITAL MARKETING AND AI ACADEMY: DOORS ARE NOW OPEN!https://courses.thatpropertymum.com.au/digitalmarketingyesTHE RENT REDUCTION CONVERSATION FREEBIE:https://courses.thatpropertymum.com.au/freebie-having-the-rent-reduction-conversationA 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/tpmFollow Ailo:https://www.instagram.com/ailohq/Thanks to our podcast partner PIP - Property Insurance PeoplePip specialises in property insurance, helping landlords and property managers navigate insurance with greater clarity and confidence. With a customer-centric approach and strong industry expertise, Pip is focused on making property insurance simpler and more accessible, while bringing genuine, people-focused service back to the forefront.https://pipinsurance.com.au/articles/https://www.linkedin.com/company/property-insurance-people-pip/Kylie’s Resources: The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerateDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesProperty 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayConnect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://web.facebook.com/thatpropertymumConnect 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
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    13 min
  • ou Can't Pour From an Empty Cup – Carolyn Apostolou on the Shine Formula with Carolyn Apostolou
    Sep 22 2026
    Burnout doesn’t always arrive with a dramatic warning sign. Sometimes it looks like being the first one at work and the last one to leave, skipping the gym because there’s too much to do, cutting corners on sleep, or feeling strangely uncomfortable when life gets quiet. I know those patterns well, and for many property management professionals, they can almost feel like part of the job. I’m joined by Melbourne-based workplace wellbeing specialist Carolyn Apostolou, who brings a practical perspective on recognising those patterns before they become the way we live.We unpack Carolyn’s SHINE formula: sleep, hydration, intention, nutrition and exercise. What I love about this approach is its simplicity. This isn’t about completely overhauling your life on Monday morning, only to be back in survival mode by Thursday. It’s about choosing one area that needs your attention and making small, sustainable changes from there. We also explore why exercise, rest and wellbeing aren’t things we should squeeze in once the work is finished. They’re part of what allows us to lead, think clearly and show up well for our teams, clients and families.There’s also an important conversation here for leaders. Workplace wellbeing isn’t a once-a-year initiative or a box to tick. Culture is shaped by what leaders consistently model. When your team sees you protecting your boundaries, taking a proper break, going for a walk or prioritising your health, you’re quietly giving them permission to do the same. If you’ve been telling yourself you’ll look after yourself when things calm down, this conversation is a timely reminder that growth and wellbeing don’t need to compete. Sometimes the most strategic thing you can do is start with one small change.“If you are shining in your wellbeing, you are going to have wonderful relationships with your work colleagues, with your partner, with your children. Everything just flows into every aspect of your life.” - Carolyn ApostolouWe cover:Background and expertise of the guest in workplace wellbeing and psychology.Impact of COVID-19 on mental health awareness and workplace burnout.Signs and symptoms of workplace burnout.The importance of small, incremental changes in habits to prevent burnout.Introduction of the "SHINE" formula: Sleep, Hydration, Intention, Nutrition, and Exercise.Strategies for maintaining healthy habits, especially for busy professionals and parents.Resources for managing wellbeing, particularly for women experiencing menopause.Overview of workplace wellness programs and their accessibility for different organization sizes.The significance of ongoing engagement in workplace wellness initiatives.Recommendations for books and podcasts related to women's health and wellbeing.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/tpmFollow 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Carolyn Apostolou:https://carolynapostolou.com.au/https://www.instagram.com/carolynapostoloucoaching/https://www.linkedin.com/in/carolynapostolou/https://www.thecenteredleadher.com.au/https://energy-audit-carolyn-coaching.netlify.app/Connect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://web.facebook.com/thatpropertymumConnect 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
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    31 min
  • What the Research Reveals About Burnout, Retention and the Future of Knowledge Work with Margaret Foley
    Sep 15 2026
    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 FoleyWe 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/tpmFollow 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Margaret Foley:https://kolmeo.com/https://www.linkedin.com/in/margaretfoley/The State of Property Management Report - https://kolmeo.com/...
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    48 min
  • Career Progression, Kids, Chaos: The Real Cost of Growth with Anna Sutherland
    Sep 8 2026
    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 SutherlandWe 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/tpmFollow 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Anna Sutherland:https://www.linkedin.com/in/anna-sutherland-10b18022/https://www.instagram.com/adelaidehillspropertymanager/https://www.facebook.com/annasutherlandraywhite0448 099 936Tiktok: @adelaidehillspm Connect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://web.facebook.com/thatpropertymumConnect 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
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    29 min
  • How to Pivot Your Property Management Business to Double Your Income with Kelly Stanaway
    Sep 1 2026
    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 StanawayWe 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/tpmFollow 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Kelly Stanaway:https://www.fertigandgordon.com/info@fertigandgordon.comhttps://www.facebook.com/profile.php?id=100057307485619https://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/thatpropertymumConnect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal...Explore Kylie's ...
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    42 min
  • The Must-have Conversation With Investors Right Now to Avoid Losing Business with Kylie Walker
    Aug 25 2026
    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 WalkerWe 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-conversationA 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/tpmFollow Ailo:https://www.instagram.com/ailohq/Kylie’s Resources: The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerateDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesProperty 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayConnect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://web.facebook.com/thatpropertymumConnect 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
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    16 min
  • Surviving Tribunal Anxiety with Christine Rengger
    Aug 18 2026
    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 RenggerWe 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/tpmFollow 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-call35 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-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Christine Rengger:https://tmpconsultants.com.au/https://www.facebook.com/profile.php?id=61568190607120https://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/thatpropertymumConnect 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
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    53 min