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Sapphire | 1
SapphireDILIGENCE - EMPATHY - LOYALTY - INITIATIVE - PROFESSIONALISM
SAPPHIRE AWARDS FOR EXCELLENCE 2014
AND THE WINNERS ARE...
ROBE
RTS
REAL
EST
ATE
Summer 2015
CELEBRATING THE PAST, BUILDING THE FUTURE
YEARSsince 1865
Sapphire | 2Diligence | Empathy | Loyalty | Initiative | Professionalism
“To be recognised by both industry andmarket place as thepremier real estateagency in Tasmania”
That’s our mission
WelcomeWelcome to the latest edition of ‘Sapphire’ Roberts Real Estate’s vibrant and exciting inhouse magazine. Summer has arrived and it is a fantastic time of year to be enjoying all that is best about our terrific island state. As everyone prepares for the festive season our dedicated team of real estate professionals continue to deliver the best possible outcomes for all our clients and customers. The broad success they achieve was recently celebrated in Launceston when our statewide team convened for our annual ‘Sapphire Awards’ in Launceston. This year we shared some remarkable success stories and celebrated as a group the fantastic results that our Property Sales Consultants, Property Portfolio Managers and Administrators have achieved in both a group and individual level. In this edition we have some terrific images of this special event for you to enjoy, as well as all award recipients of the ‘Sapphire Awards for Excellence’, ‘Centurion Awards’ and ‘Ruralco Outstanding Achievement Awards’. We also provide an article on the ‘Roberts Real Estate 2014/2015 Training Calendar’ which details the exciting training and educational courses available to our team for this financial year. We interview Belle Parker from our Glenorchy Office who was recently awarded a ‘Sapphire Award forExcellence’ for ‘Property Sales Consultant of the Year’. Belle provides an insight into her business, her outstanding reputation and the value of community. In addition to this we have all the latest news from around our exciting business via ‘Network News’, plus an article on the value of customer service – one of the most important and rewarding aspects of our industry. We also bring you some photos from the recent birthday party celebrations held at our Wynyard Office as it turned 30 years old – a very special milestone for this very successful and community-minded operation. Please enjoy your copy of ‘Sapphire’ and thank you again for all your efforts.Enjoy Ed.
Contents4 Sapphire Awards
10 Service with a smile
13 Training Calendar
14 Belle Parker
13 Happy Bday Wynyard
17 Network News
Sapphire | 3Diligence | Empathy | Loyalty | Initiative | Professionalism
That’s our mission
Roberts Real Estate recently hosted its annual ‘Sapphire Awards’ for 2014 at Launceston Country Club Casino with representatives from across all three streams of our business – property sales, property management and real estate administration. These awards are an excellent opportunity to showcase Tasmania’s premier real estate agency with over 150 team
members attending from across the state together with a number of inter-state guests who joined us to celebrate our business and the individuals within it. It is a very special event with some great food and some great company and a once-a-year chance to recognise and reward our best individual performers for the year through their contribution to financial performance and the provision of exceptional levels of
service to all our customers and clients. We would like to thank our sponsors who enabled us to host such a great and successful event. A very special thank you to realestate.com.au who were once more our Gold Sponsor for this event and their ongoing support to our business.
SAPPHIRE AWARDS
Gold Sapphire Award for Excellence
Pursuit of Excellence
Sapphire Award for Excellence
Pursuit of Excellence
Gold CenturionFinancial & Growth Performance
Silver CenturionFinancial & Growth Performance
Bronze CenturionFinancial & Growth Performance
2014
Sapphire | 4Sapphire | 4
Belle Parker Glenorchy
RE Sales Consultant
Kathy Freeman Orford - Branch Manager
RE Sales Consultant
Todd Stevenson Hobart
RE Sales Consultant
Natalie Hyland Glenorchy
Property Portfolio Manager
Tim Barrett Burnie
RE Sales Consultant
Kathy Freeman Branch Manager/RE Sales
Consultant - Orford Ruralco Sales
Achievement Award
Todd Stevenson RE Sales Consultant
HobartRuralco Sales
Achievement Award
Tim Barrett RE Sales Consultant
BurnieRuralco Sales
Achievement Award
Natalie Hyland Property Portfolio Manager
GlenorchyRuralco OutstandingContribution Award
Belle Parker RE Sales Consultant
GlenorchyRuralco Sales
Achievement Award
Kylie Muir Shearwater
Property Manager of the Year
Corinne Price Shearwater
Gold Sapphire of the Year
Belle Parker Glenorchy
Sales Consultant of the Year
Tracey Bowerman Hobart
Administrator of the Year
Sapphire | 5
Kim CrawfordSorell
RE Sales Consultant
Kylie Muir Shearwater
Property Portfolio Manager
Molly SheehanQueenstown
Property Portfolio Manager
Dennis KingSheffield
RE Sales Consultant
Carolyn DuttonDevonport
RE Sales Consultant
Frederic GuilbertUlverstone
RE Sales Consultant
SAPPHIRE AWARDSSILVER CENTURION
Sapphire | 6
Raymond BuitenhuisUlverstone
North West Sales Manager
Shelley Bentley New Norfolk
Property Portfolio Manager
Sharon Ling Ulverstone
Property Portfolio Manager
Stephen Sutton New Norfolk
RE Sales Consultant
Isabelle Guilbert Ulverstone
RE Sales Consultant
Julie Casey Longford
Property Portfolio Manager
Keryn Swinden Wynyard
RE Sales Consultant
Gerald Davies Sheffield
RE Sales Consultant
Dallas JoinerGlenorchy
RE Sales Consultant
Sapphire | 7
Debbie Eaves Burnie
Portfolio Manager
John Price Shearwater
RE Sales Consultant
Julie Cawthorn New Norfolk
Property Portfolio Manager
Maria Zarb Wynyard
Property Portfolio Manager
Angela Burns Launceston
Department ManagerProperty Management
Corinne Price Shearwater
RE Manager/Sales Consultant
SAPPHIRE AWARDSBRONZE CENTURION
Sapphire | 8
John Barwick Hobart
Commercial Sales and Leasing Manager
Merryn Wilson Launceston
Property Portfolio Manager
Peter Stackhouse Western Junction
TRP Sales Consultant
Suzanne Hede Sorell
RE Sales Consultant
Dennis Wragg Wynyard
RE Sales Consultant
Elaine Whittle Launceston
Property Portfolio Manager
Jeff Cairns Longford
RE Sales Consultant
Martin O’Bryne Western Junction
State Rural Sales Manager
Tim Wright Exeter (Tamar Valley)
Property Portfolio Manager
Sapphire | 9
Roberts Real Estate DelorainePeter Cooper - RE Sales ConsultantKaty Haberle - Administration
Sapphire | 10
SERVICE WITH A SMILE
What is customer service?
Or better still, what is good customer
service? Customer service is all
customer correspondence – it’s how
you and your staff answer telephone
calls, emails and letters; it’s the way
customers are treated when they
avail themselves of our products
and services; the way complaints are
handled and problems are resolved.
Customer service is the appearance
of the premises, the material on
display and every employee; the
overall impression the customer
has of the company’s employees,
products and services, and even
the way staff members talk about
the business to family, friends and
neighbours. From little things, big
business grows and it is honest to say
that there is room for improvement in
every business whether big or small.
The best thing for us is to model our
business on how we as individuals
would want to be treated as a
customer and develop systems to
introduce those practices into our
organisation. It might be, for example,
the way we answer the telephone.
Make sure it’s the same each time
it rings, no matter who answers.
Create a system so that there are no
discrepancies. This creates uniformity,
and a service that our customers and
clients can come to rely on and trust.
It is important that we never lose sight
of our customers and clients – always
pay them the attention and the
respect that they deserve. It is simple
things like avoiding the phone ringing
more than three times that make a
difference.
When speaking to a customer, forget
whatever else you are doing and
focus completely on them.
If you do need to finish something
before speaking with your customer,
ask if it’s OK to put them on hold for a
moment but make sure you don’t test
their patience by keeping them on
hold for too long.
Always under-promise and over-
deliver! Apply this rule to every aspect
of your business and give yourself a
competitive edge by aiming to return
calls, emails and faxes within minutes
rather than hours. Remember that our
customers and clients need to feel
respected and valued and nothing
is more important to our business.
Customers don’t come equipped with
functioning crystal balls, so be sure
to keep them informed with every
step of the fulfilment process. Always
confirm their needs and requirements
and if you suspect a delay let the client
know immediately. Always follow up to
ensure they are satisfied with service
delivery and that all their queries/
concerns have been addressed.
If there’s a problem, or they have a
complaint, resolve it.
When you make a mistake, correct
it without delay, and don’t ever be
too proud to say you are sorry. It is
important that we value all business
and constantly show our customers
how much we appreciate them.
This does not take you a lot of time,
but it can pay big dividends for your
business.
Write thank you notes, send small
gifts, host an annual customer-
appreciation event, get to know each
customer and client so that you can
send congratulatory notes or cards for
special events, and reward those who
refer new clients. Customer service is
one of the easiest and most valuable
thinags we do – both on a professional
and personal basis. It is something
all of us can deliver on each and
every day of the week and it is one
of the most enjoyable aspects of our
industry.
“Always under promise and over deliver!”
Sapphire | 11Sapphire | 11
ROBERTS REAL ESTATE
TRAINING CALENDAR
Sapphire | 12
Kim Norris - Property Portfolio Manager - SorellRuth Malcolm - Department Manager Southern Property Management
Roberts Real Estate has always placed a strong emphasis on the professional development of all its team members.There is no denying that skilled andprofessional team members provide us with a decisive dvantage in the market place and, beyond remuneration, there is no better way for our business to demonstrate our loyalty and commitment to you all. This is in turn reflected by increased engagement, improved retention, dedication to our business goals, and is an important element in advancing even further our reputation as an employer of choice.Regular training and learningopportunities is an investment that will help team members to prosper and develop their careers while giving our business a highly skilled workforce and a competitive advantage. By investing in your professional development weare able to provide superior levels of customer service, better work safety practices and increased efficiency and effectiveness – remaining competitive is the key to sustainable business.Team members who receive targeted training often achieve improvements in communication skills, professionalism, conscientiousness, creativity andinnovation. People enjoy learning when the material is relevant to their interests and many will be eager to apply their new skills and knowledge in practical situations. Training is also a perfect opportunity for managers to get toknow their teams better, and for team members to develop stronger working relationships with colleagues. Roberts Real Estate is providing 12 dedicated courses to all team members across a diverse
improve their work practices and infrastructure to stay competitive in such a emanding industry and it is of vital importance that we manage the implementation of new technology, work practices and business strategies to ensure a benchmark for future recruitment and quality assurance practices. Well-trained and valued employees lead to a positive and productive workplace that engenders a supportive environment where staff are trained and valued. This is the end game. The Roberts Real Estate Training Calendar for 2014-2015 has now been issued across our statewide network and we encourage all team members to participate in those courses they believe would be of benefit to them. If you wish to participate in one of the courses available simply complete the registration form on the back and email it to Lee Erskine (Corporate Support Officer) at [email protected].
“You get the best effort from others not by lighting a fire beneath them, but by building a fire within.”
are activelyengaged in the field or at your respective branch locations. range of subject material and will enable you to further develop your competencies such as leadership, teambuilding, sales and negotiation skills, and communication skills together with much more. This will equip you for success whether you Your individual success is of paramount importance. Businesses must continually
Sapphire | 13
L to R - Maria Dick - REA Support Officer, Lee Erskine - Corporate Support, Sharon McCall - State Contracts/Payroll Administration
BELLE PARKER AKA ‘MAMMA BEAR’
Life is always hectic for Belle Parker – not that she is complaining. Having been with Roberts Real Estate for 14 years there is an energy to Belle that is growing stronger by the day – no better demonstrated than her being awarded the ‘Sapphire Award for Excellence for Property Sales Consultant of the Year 2014’. ‘Sapphire’ recently caught up with Belle to learn more about this dynamic real estate professional. Belle Parker started with Roberts Real Estate as a personal assistant to senior management learning everything she could about office administration and real estate in general. Before long Belle was promoted to Office Manager and later became Sales Manager for our Brighton Office selling from Bridgewater to Oatlands and everywhere in between. The Brighton shire is still her core suburb as she lives in the area and is well known to the local community and is a terrific contributor of her time in that regard. Belle is now based at our successful Glenorchy office and is enjoying great success in the Northern Suburbs of Hobart.Belle loves spending her spare time with her family and her very supportive and understanding husband. Belle believes that a supportive family environmentis a really important ingredient to her success. Belle enjoys a
Sapphire | 14
bit of trout fishing, camping at her shack at Orford. She loves to entertain at home with big breakfasts and BBQ’s – relaxing with family, friends and all her animals. She is happiest on the ride on mower and following her beloved Sydney Swans during the footy season. Belle is also legendary for the size and value of the gifts she provides to her customers and clients when she sells property – something she enthralls in and loves to be part of. Her empathy, sincerity and tireless work ethic will continue to be an inspiration to everyone.What do you like about RobertsReal Estate? “The name, the brand and the
people at the Glenorchy branch where I am affectionately known as ‘Mamma Bear’. Together with our fantastic administrators (who are the bosses really!) and the property management team, every day is an adventure – always plenty of good times.” Why is customer service important to you? “As agents we play a massive part in changing peoples’ lives, helping them move and building
their future memories. Our clients are the reason we are here. It is important to give the job 100% and achieve nothing, than give nothing and get the same result.”How do you make your customers smile? “Be yourself and keep smiling at them, keep them happy and they will come back for more. I have made lifelong friends through my work and I have been invited to attend in clients’ birthdays, christenings, house warming parties and even weddings!” Do you have a favorite story? “There are so many stories and I like to refer to them all as
adventures. I have rescued a lot of animals in my job and the majority of them have ended up at my house (just ask my husband). Every day is different and I will find myself in suit and high heels one day, jeans and Blundstone boots the next.”What’s the best property youhave sold? “That’s easy. There was a property that I sold at Rosetta which was a standard 3 bedroom, 2 storey home
with garage and rumpus room under. But is means so much more to me. This lovely family keeps coming back to Roberts Real Estate and I have now sold properties for their children also. The friendships created are very rewarding and one of the great joys of what I do.” Any advice you would give a potential sales consultant?“Yes….. be yourself! If you don’t know the answer to a question, always find out and let them know. Follow up and most importantly - listen. Treat people the way you would like to be treated and remember Rome wasn’t built in a day.”
Belle’s TrophyCabinet
• Ruralco Service Award 2012 • 2013 Roberts Real Estate
‘Laurel’
• Roberts Real Estate ‘Plaudit’ - Conscientious Performance of Duties June/July 2013
• Roberts Real Estate ‘Silver Centurion’ 2012-2013
• Roberts Real Estate ‘Gold Centurion’ 2013-2014
• Roberts Real Estate Sapphire Award for Excellence -
Community Service Award 2013
• Roberts Real Estate Sapphire Award for Excellence –
Property Sales Consultant of the Year 2014
• Ruralco Outstanding Achievement
Award 2014
Sapphire | 15
Happy birthday Wynyard! Our team at Roberts Real Estate recently celebrated a fantastic milestone when the office turned 30 years old. This was a significant event for Roberts Real Estate with the team at Wynyard joined by colleagues from around the State who travelled to help celebrate the day. It was a great opportunity also to thank the local community for their support for Roberts Real Estate over the years. There was prominent advertising conducted in the lead up to the event and invitations were sent to local businesses and to past and present vendors and purchasers asking them to join us for the occasion. Community and local business presence was very good and the day was thoroughly enjoyed by all with around 50 people attending the event. The birthday cake was a sight to behold! Amongst the activities conducted was a competition to guess how many keys were contained in a large jar placed at reception and we can now confirm there were a total of 342 keys in the jar. The winner was Jessie Leno who guessed 348. She received a dinner voucher to a local restaurant. Another highlight was the colouring competition with over a hundred entries received from local school children.
The competition was divided into 3 categories with first place in each category receiving a gift voucher to Toy World and second place movie ticket. The winners and runner-ups in each category were:3 – 5 Years - Izzy Holland and Harry Pearce6 – 8 Years - Shanyssa Faber and Jacob F9 – 12 Years - Emily Stacey and Layla Chappell
A special thank you to Louise McNeair for assisting us in judging the competition. A fun day for all and again we wish the team at Roberts Real Estate Wynyard many happy returns and even more success into the future. Well done.
CELEBRATION
30 YEARWYNYARD
Sapphire | 16
Sapphire goes global
Sapphire Gazette is continuing its
worldwide travels and is quickly
building up frequent flyer miles as
it continues to be photographed in
unexpected places. Robyn Midgley
(Administration Launceston Real
Estate) recently visited the United
States and took this snap while
crossing the iconic Brooklyn
Bridge.
After accidently losing the
Sapphire Gazette on the other
side of the bridge, Robyn hopes
whoever picked it up enjoyed
some light reading! With summer
and the holiday season upon us,
remember to take a photo of you
reading your copy of ‘Sapphire’ if
you find yourself in strange or exotic
location. Please feel free to send
your photo and location to Lee
Erskine (Corporate Support Person)
at... [email protected]
The annual Cup Cake day was held in August to raise funds for the RSPCA. Robyn Midgley (Administration Launceston Real Estate) and Danielle Jackson (Property Portfolio Assistant Launceston) both worked well to ensure this event was a successful one, not to mention tasting great! Robyn and Danielle (pictured left to right with the finished cupcakes for sale) were inundated with orders all meticulously decorated keepingthe animal theme and raised over$2,220.00. Robyn let ‘Sapphire’ know it was a great success and could take her until Cupcake day next year to fully recover from
the day, while the rest of us are planning our orders for next year. Well done ladies!
Nothing half-baked about Robyn and Danni!
We love seeing our team memberslarger than life and out and about.Recently one of our staff membershad to look twice when following abus around Burnie – looking backat her was Maria Zarb our awardwinning Property Portfolio Manager from Wynyard. She had to remind herself not to wave at Maria!
‘Uptown girl’ –Maria Zarb
NETWORK NEWS
Sapphire | 17
Our Queenstown branch shivered through one of its coldest days for the year as snow fell across the town making for a very wintry scene. Molly Sheehan (Property Portfolio
Manager), Wendy Van Balen (Sales Consultant) and Leila Prowse (Administration) were photographed outside our office, smiling and open for business!
NETWORK NEWS
A new vehicle “wrapped” by the “Sign Guys” has been received by Kim Norris (Property Portfolio Manager Sorell). Delivery of the Roberts Real Estate branded vehicles continues and these vehicles are very conspicuous in their local areas with our clear branding and contact details. Kim will be servicing Sorell and the Orford/Triabunna area.
Another ‘motor’ for the fleet
Queenstown feels the cold
Onya Julie! We would like to congratulate JulieCawthorn (Property Portfolio Manager – New Norfolk) who was recently awarded a Ruralco Service Award for 25 years valuable service. Julie is pictured here with her award and surrounded by the rest of the team from Southern Property Management. L-R Ruth Malcolm (Department Manager, Southern
Property Management), Vicki Taylor (Trust
Administrator), Anne Ackroyd (State Manager Property
Management), Julie Cawthorn (Portfolio Manager
New Norfolk), Krystle McGuiness (Portfolio Manager
Hobart), Sophie Dare (Portfolio Manager Hobart/
Kingston), Kim Norris (Portfolio Manager Sorell), Natalie
Hyland (Portfolio Manager Glenorchy), Shelley Bentley
(Portfolio Manager New Norfolk).
Sapphire | 18
Advocate Newspaperadvertising event Roberts Real Estate branches along the North West Coast were guests at the recent ‘Advocate Newspaper Advertising’ event, a fun evening hosted by the Advocate to thank local advertisers for their support. The theme this year was everything France, with a trip to Paris donated as
the major a prize. Although the local Roberts Real Estate team did their best ‘Moulin Rouge’ they missed out on the holiday. There is always next year! TOP L-R: Nicole Pearson (Department Manager North West Property Management) Isabelle Guilbert (Sales Consultant Ulverstone) Dennis Wragg (Sales Consultant Wynyard) Kerryn Swinden (Sales Consultant Wynyard), Hayley Goodwin (Portfolio Manager Devonport), Maria Zarb
(Portfolio Manager Wynyard), Frederic Guilbert (Sales Consultant Ulverstone), Veronica Wright (Administration Wynyard), Sharon Ling (Portfolio Manager Ulverstone), Dionne Hunt (Sales Consultant Wynyard), AlyciaBennett (Administration Burnie) Debbie Eaves (Portfolio Manager Burnie) and Tim Barrett (Sales Consultant Burnie).
Kylie Muir (Property Portfolio Manager Shearwater) had completed a good part of the day when it was noticed there appeared to be an issue withher uniform. Kylie was somewhatembarrassed when she realised she had been wearing her vest inside out! Look closely.
One of those days...
Comment has been made that thisis arguably the best looking emailsignature from around our statewideteam at present. Both Paul and Leigh from Roberts Real Estate Bicheno/Swansea have struck a pose that would do Mel Gibson and Danny Glover proud. The hard-boiled, die-hard detective look and stance would make a great movie poster and Bruce Willis may have some competition on his hands.
“Go ahead punk,make my day...”
Sapphire | 19
Sapphire | 20
As you relish the goodies, decorate every nook andcorner of your home and enjoy the get-togethers...
May the joy and festivities continue to radiate inyour lives, long after Christmas is gone.
MERRY CHRISTMASand a Happy New Year! To all our valued clients,
customers and team members Statewide
THANK YOU!
CELEBRATING THE PAST, BUILDING THE FUTURE
YEARSsince 1865