Two decades ago, one of the best strata managers I've worked with, Julie (who was then with me at Property Essentials, Melbourne), devised her own system for tracking her work. Whenever a task arose in a scheme she managed, she entered it into an Excel spreadsheet. This spreadsheet tracked the date the task arose, the progress made to resolve it, and the result when completed.
This required discipline, which Julie possessed in abundance. However, at each strata meeting and every contract renewal, Julie could quantify with great detail what she had done for her clients. This, in turn, led to exceptional client loyalty.
Julie's handmade system was, of course, an early form of what we now know as "ticketing." This week, I previewed www.happyfox.com with a strata management client who wants to deliver more accountability and transparency for their clients. This software seems to be effective and affordable for a small to medium-sized practice, unlike some other systems.
Here's a Zendesk article on the best 17 ticketing systems available: https://www.zendesk.com/service/ticketing-system/ Try one out and let me know what you think.
Michael Teys advises strata management businesses on improving profitability through professionalisation and streamlined operating systems.
He has more than 30 years’ experience as a strata lawyer and academic and has owned 11 strata management agencies throughout Australia. He has a Master of Philosophy (Built Environment) and Bachelor of Laws. He lectures and writes widely about strata management issues in Australia and internationally.
.png)
