Ep 102: Building a strong client culture, with Shane Hiscock

In this episode of the Geared for Growth podcast, Mike is joined by Director of Locate Buyers Agency, Shane Hiscock, to talk about building a strong culture in client relationships and creating a robust onboarding process to achieve the best outcome for the client.

Shane talks through the initial stages of the client experience, which includes a detailed conversation identifying set criteria to determine the client’s needs. A tailored strategy is then crafted, targeting specific locations and properties. Shane explains his focus on capital growth over yields and why he tends more towards areas with a high owner-occupier ratio.

Shane credits his team’s successful client relationships to the strong set of values ingrained in the business, and he emphasises the focus on ensuring they find the right property for every buyer. Using real life examples, Shane describes how easy it is for clients to be distracted along the way by properties which may not meet the set criteria. He explains how the initial conversation and strategy is fundamental to bringing the client back to their original intent, and ultimately finding the property that achieves the desired goal.

Mike and Shane chat about the growth of online tools and the availability of data and discuss the impact on long-term thinking in the property space. Shane is upfront with prospective clients that want to focus on the latest hotspot to the exclusion of more fundamental real estate metrics and believes it’s risky to get lost in the data. Finally, Shane shares his top tips for getting ahead in the property game and exceeding the average property portfolio of 1-2 properties.

This conversation goes beyond the day to day of client relationships and underscores the importance of having a real estate professional in your corner. Whether you’re pondering the benefits of a buyer’s agent, or just wanting to get a few tips from a seasoned purchaser, this episode is one you’ll want to tune in to.

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In this episode of the Geared for Growth podcast, Mike is joined by Director of Locate Buyers Agency, Shane Hiscock, to talk about building a strong culture in client relationships and creating a robust onboarding process to achieve the best outcome for the client.

 

• The criteria that Shane recommends for his clients
• Values driven approach to client interaction
• Looking for the X factor when buying houses
• How increasing availability of data has impacted long term thinking
• Balancing the power dynamic in the Buyer’s Agent / Client relationship
• Taking action and providing options to avoid analysis paralysis
• Why capital growth outweighs yield in the long run
• Shane’s best advice for getting ahead on the property ladder

“We are quite vocal in suggesting that we should be aiming for capital growth. I believe that that’s really the goal for investing in property rather than receiving a fairly nominal cash flow each year that doesn’t really change your life too much” Shane 1:07

“Growth, it never is linear you’ll notice, it goes pretty strong for a couple of years and then it might sort of flat line for a bit and then it’ll be strong again” Shane 9:25

“I do tend to stick towards the major cities just because there’s the history there rather than trying to use whole bunch of data to predict what’s going to happen, most of our clients are wanting safe and steady returns rather than hotspot style of properties” 10:51

“It’s a matter of just helping guide people through the process and the best way I feel to do that is actually show them real opportunities and then work through any questions they might have and discuss the pros and cons” Shane 20:49

“If you do that when you’re 45-50 and you’re thinking that’s your retirement plan then you’re quite stuck then because you’re wanting to retire in a few years, you bought this couple of properties and they haven’t moved” Shane 25:30

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