The Leadership Landscape Has Shifted—And We Need to Keep Up

Rachel nailed it when she talked about how much the leadership landscape has changed, especially post-COVID. Recruitment and retention are tougher than ever. Clients are more demanding. Legislation keeps evolving. The days of managing people with a one-size-fits-all approach are long gone.

As leaders, we’re now expected to juggle business outcomes while also being coaches, counsellors, and cheerleaders. Sound familiar?

Recruitment & Retention: A Long Game Worth Playing

One of the biggest takeaways for me was how Rachel’s team at Harcourts approaches recruitment proactively. They’re not waiting until they’re desperate for staff. Instead, they’re hosting recruitment nights every 6–8 weeks and leveraging their internal training systems to nurture talent from within. Genius.

We also talked about the importance of offering more than just a decent salary. Flexibility, growth plans, and genuine career pathways are the new currency. If your team doesn’t see a future with you, they won’t stay—and honestly, can we blame them?

Rachel said something I’ll never forget: “Don’t take staff departures personally—use them as an opportunity to improve your systems.” That hit home.

Leading People as Individuals, Not Job Titles

One of my favourite parts of our conversation was around individualized leadership. Rachel uses DISC profiling to understand how each team member works, communicates, and thrives. But she also keeps it simple—sometimes just asking, “How do you like to be managed?”

It’s such a powerful question, and it opens the door for honest conversations that actually improve performance and morale. Because let’s face it, leading people isn’t about ticking boxes. It’s about meeting them where they are and helping them grow from there.

Development Plans That Actually Drive Results

Development plans aren’t just HR paperwork. In Rachel’s world (and now in mine!), they’re living documents—used to guide, review, and evolve each team member’s career journey.

Her team runs 30-, 60-, and 90-day check-ins with new hires. Feedback is honest, kind, and always growth-focused. She even compared giving feedback to telling someone they’ve got toilet paper stuck to their shoe—awkward in the moment, but soooo much better than staying silent.

Wellbeing Matters—More Than Ever

We went deep into mental health and team wellbeing, and I’m so glad we did. Rachel shared how Harcourts offers free counselling sessions through their “Real Care Upon the Rise” program. Whether it’s crisis support, career coaching, or budgeting advice, they’re making sure their people have the tools they need beyond the workplace.

It reminded me that looking after your team doesn’t end at 5pm. Real leadership means caring about the whole person, not just their KPIs.

Feedback Is a Gift—So Use It

Another standout moment? Rachel’s approach to feedback and communication. Her team uses surveys (tools like Ask Nicely) to gather client and tenant feedback regularly—not just to fix issues but to celebrate wins and improve systems.

And this line? “Silence from clients often signals indifference.” It was a great reminder that no news is not always good news. We need to be proactive in seeking feedback if we want to lead well and serve better.

Kindness + Clarity = Powerful Leadership

Rachel lives and breathes servant leadership, and I absolutely love that about her. She believes (and I agree!) that kindness is a leadership superpower. Being calm, clear, and caring doesn’t mean you’re weak—it means you’re strong enough to lead with empathy and purpose.

One of her rituals? Starting new relationships with a “happiness survey.” It’s a tool to understand what motivates her team members from the get-go. How brilliant is that?

Leaders Are Always Learning

Finally, we talked about how critical it is for leaders to keep learning. Rachel’s a self-confessed lifelong student, and her current favourite resources include:

• The Diary of a CEO by Steven Bartlett

• The Letting Go Theory by Mel Robbins

• And, for ongoing growth, the Property Manager Book Club (yes, we’re totally here for this kind of community!)

Leading with Heart

Rachel reminded me—and I hope reminds you—that the best leaders are those who lead with heart. They invest in people, they communicate with kindness, and they’re not afraid to grow alongside their teams.

If you’re leading a property management team right now, I know it’s not easy. But I also know that with the right strategies, mindset, and support, you can build a team that’s not just high-performing, but genuinely happy and fulfilled.