Relationships Beat Fees When Trust Leads

We trace Natalee’s move from New Zealand to Perth and the hard restart that forced her to re-learn laws, rebuild confidence, and reclaim her BDM voice. Practical tactics, honest mindset shifts, and a simple system for turning fee-driven inquiries into long-term relationships.

• learning the differences between NZ and Australian legislation
• rebuilding confidence with warm calls and proactive education
• earning certification fast while moving a family
• a BDM day structure anchored in fieldwork and readiness
• running an office on wheels with proposals and stats
• simple video strategy: record, post, don’t rewatch
• handling fee-only calls with clear comparisons and follow-up
• using flat days for research, training, and mindset resets
• community over competition and the power of showing up

If anyone wants to reach out and ask any questions, I mean, you can see how open Natalee is. 

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Chapters

• 1:04 Meet Natalie: NZ To Perth
• 1:56 From BDM Highs To Starting Over
• 3:13 Learning Australia’s Rules And Culture
• 4:34 Rebuilding Confidence Through Warm Calls
• 5:48 Back In BDM Mode And Socials
• 8:26 Certification Shock And Fast-Track
• 11:22 Grit, Doubt, And Finishing The Course
• 11:43 A Day In The Life Of A BDM
• 15:45 Preparation: Office On Wheels
• 17:35 Energy, Flat Days, And Reset Rituals
• 21:34 Social Media And Simple Video Strategy
• 25:09 Handling Fee-Only Calls With Education
• 28:02 Community Over Competition And Outlook

Transcript

SPEAKER_01: 0:33

All right, welcome to today's podcast. I have got a beautiful new friend joining me, and her name is Natalie Kruger. Nat, welcome. Thank you, thank you. Now, you came into my radar recently because I have seen you a little bit more on social media. Not sure if you've always been there and I'm only just noticing, or you haven't been in, you just popped up. But I thought it'd be a great opportunity to find out a bit more about you, your role, and what you love about real estate and um and yeah, and get into some bits and pieces about your position as a BDM. So I'll let you do a little intro about where you are and a bit of your um history, if you can. Sure.

SPEAKER_00: 1:18

Firstly, thanks for having me today. I have definitely, I think I took a couple of months break. Being a BDM for Harcourts in New Zealand was the probably the highlight of my life. I was in real estate probably for about six years in total in New Zealand. Absolutely loved, you know, sales, networking, just being able to problem solve and it's starting those relationships really and truly. And for me, it was like I want this, I need this. It was my thrive, it was my go-to, you know, where a lot of people were mentioning it was stressful or, you know, they just couldn't cope with it anymore. I just wanted more and more. So, yes, arrived in Perth in January. Unfortunately, got a little bit burnt in the first two months, but nevertheless, I decided to start from the bottom. So I started as a property manager assistant and basically gave my time to learn the difference between New Zealand and Australia, especially when it came with legislations and not just this. I mean, it you know, it's a totally different area. It's sort of learning, you know, the whole different techniques. I mean, New Zealand, I was dealing with 70 agents that I was literally doing rental appraisals for daily, where here it's the total opposite, you know, you're having to go out there and create these 70 relationships with all different people. So, yes, I sort of just dived down, got stuck in from the bottom, and yes, it was a real learning, you know, it was a different game changer because now I had to sit behind this computer and literally process for eight hours a day where I'm a people's person. I need to get out, I need to see people, I need to talk to people. So for me, it was really and truly it was daily, you know, just pushing myself and making sure, well, instead of me going out there and bringing in management, let me focus on something else, you know, what did they need? And it was warm phone calls that I started with. I think every owner, oh, it's not property manager going, what's gone wrong? So for me, I changed the dynamic, and it was more about, you know, how can I help you, you know, in your last experience of being an investor or in your last experience of, you know, doing what you're doing, what can I do in my daily, you know, base or whatever to make it different for you? So I started to make it fun. You know, these owners were like, Whoa well, you know, I've never had this before, so totally taken back. And then I started doing things like management authorities. So I was still winning, but in a in a property management platform. So yes, started, started getting my Vibe back, started getting my me back, started, you know, finding myself again after being, you know, burnt and crashed in my first two months. And it was fun, you know. I was going out there and I was doing viewings and I was speaking to owners, and you know, some of them had actually had properties with other companies and it brought theirs over. So yeah, as much as it was a stressful situation and the totally unknown, I just decided if I'm gonna make this work, I've got to find something that's going to create that happiness, that level. So yeah, so now I am in a BDM position again. And yes, I am back on my socials. I'm back starting to do, you know, all the networking things all over again. I have started my video text messages, but I will start video probably within the next week. While it does, you know, for for you to feel such comfort and passion and feeling like you're amazing, and then next minute feeling like, who are you? You know, like is this right for me? Am I doing the right thing? And I know in Australia it's very much about, you know, you've got to have your certificate, you've got to have your ticket where New Zealand, you know, you don't have to have that. So I had to get back into the books and I had to literally, you know, grind down into these, you know, full-time job doing this where I haven't been in school for over 25 years. And I did it, you know, it's my biggest accomplishment at the moment. So I'm just basically going through step by step and just finding my joy again, getting out there, you know, being with people. And for me, it's more about education. I think with having the hundreds of real estate and property managers out there, it really is about who you know, what can you do that others can't do. And it's about just always being there in terms of answering a question they're unsure of. It's always being available, you know. You're not always, it's not a nine to five job. This isn't a nine to five job. And even if you're not going to be signing their property, you know, they could literally just need a question that they need answered. And for me, that's what it's more about. It's being there to actually answer those questions. You know, when this owner is dealing with a property manager or a situation and they really just want somebody's input, they probably have the answer themselves, but sometimes it's just being able to ask somebody and saying, Well, that's what I thought, but I just needed the confirmation.

SPEAKER_01: 6:39

Oh my god, I love that so much.

SPEAKER_00: 6:43

So, so yes, I'm definitely back. I'm getting my groove again, and I I love it. I I'm I'm born for this. This is just who I am.

SPEAKER_01: 6:53

That that's so wonderful. I mean, your energy oozes through in this podcast, listening to you, but also sort of on your socials. And I can see the reason why clients would feel comfortable just calling you up, hey, just to double check, am I on the right idea? And and I love as well, because I think this is where people just naturally do it. I I do naturally do it, and I can clearly see that you do as well, that you are genuinely happy to help people with no strings attached. I'm not gonna at the end of the phone call say, hey, what about you know moving it over? Like if you call it just for a question, then you put up for a question, and you know, I've got you in my contacts, and you know, you you create the relationship first and you create maybe a friendship first in a way. Um, and then, you know, when they need you, they know where you are. So it's um definitely a process and a, like you sort of say, a life bit of a lifestyle. Can you just go back into and tell us more about the transition? So did you have to redo, like, was it prior learning, or did you have to just redo your whole course again when you arrived in Perth?

SPEAKER_00: 8:04

So in New Zealand, I was a VDM and I didn't need a certification. I didn't need anything in order for me to be able to do my job. So by having, you know, I could go out there, get a management authority signed, I had the power, I was able to do it. I think when it comes to property management, yes, you know, they would need a property manager certificate. But with me being business development manager in sales, I didn't need a ticket. I didn't need, you know, the certificate, whereas I, you know, started my interviews when we knew we were going to come to Perth and got the job, you know, first of all, first literally first interview. It was the Friday, and then second one was booked for the Monday, and they offered me the job literally online, and I said, Yep, let's do this. And then the email came, and the email said, you know, do you have or or send through A B C D E? And I was like, certificate? Certificate for what? So I asked the question, and then they said, Oh, don't don't you hold a certificate or a registration? And I said, No, never even heard of it. And and I said, Look, I'm more than happy to do it. Where probably inside I'm thinking, what are you doing? Yeah, but yeah, so I looked into it a bit more. I got in touch with Demers, and I, you know, obviously, because there's so many, you know, of people that you can go through out there, but I know that there's quite a few scammers and things, so I just really needed to make sure that I'm booking it with the right one and I'm doing it right. So that was December, Christmas came, packing came, we arrived here on the 10th of January. I got my USI number on the Monday the 13th, and I started my course. And I mean, we'd literally just moved. I was trying to settle the kids, I was trying to settle the animals, I was trying to settle myself and dealing with a 46-degree temperature heat where we were not used to this. But nevertheless, I um I knew what I wanted to do, and I knew that in order to do it, I had to get the certificate. So I pushed. I woke up early in the mornings, I worked nighttime, I worked weekends, and I finished the course within two months. I don't know how much I actually grasped. I'm still constantly going back to my notes and stuff, because I think what what is your normal time frame? It's about six to eight months, I believe. So yeah, two months in, got it submitted, and then yeah. Yeah, fantastic. So lady on a mission. Yes, yes. I uh you know, it's much I think for me when you do go through a really tough time and you find yourself constantly asking, shit, am I doing the right thing? You know, is this really worth it? It is because you're gonna value the job more, you're gonna appreciate it more, you're gonna know exactly what it means to actually deliver what you've literally just gone through that you thought you couldn't achieve.

SPEAKER_01: 11:08

Yeah.

SPEAKER_00: 11:10

So yeah.

SPEAKER_01: 11:12

Um now tell me, what does a ideal BDM day look like for you? Like if you were going to have your dream day, and I don't know whether you are someone who just goes with the flow or very structured in how you manage your role. So if you can talk us a little bit about that.

SPEAKER_00: 11:31

So for me, I think, like I said, I'm very much of a people's person. So generally in the morning, I'm already networking the minute I leave the house. So I my eyes are always on the road, you know, having a look to see where you can start a conversation, even if you start seeing a property being built, or if you if you see, you know, a different vehicle at a new block, I'm already stopping and saying, hey, what's happening here? And you know, what's your intentions? What's going on? For me, like I said, it's all about asking those questions and for them not having to actually go out and find the answers. And then coming to work, I I like to sort of spend my days or the mornings at least in the office, finding out from the property managers, finding out from everybody in the office, sort of what's going on, and just sharing ideas in the afternoons. I really and truly love to be out and about. Like I said, if you're out and about, you are in the in, you know, you're in their faces. So you're having that conversation. I mean, if you stop somewhere and they see your vehicle, you you've got all your preparations in the car, you know, this is who I am, this is what we do, you're already prepared. Yes, you're gonna go in, you're gonna take your notes of everything, and then you're probably going to do your your appraisal or let's see what your property can get you. But it's it's always being prepared, always making sure that you've got that something and that you're ready to have a conversation. I know that Fridays, a lot of people like to wear jeans, and I don't think you will ever see me wearing jeans because I could literally go out to an appointment any day. And I don't know what it is, but if I feel like I'm wearing jeans, I feel like I'm not ready to do the job. So I always have a, you know, we've got golf shirts, and I always have a golf shirt in the car with flat shoes. So if I do find that, hey, this is a great area, let's do a couple of, you know, door knocking, pamphlet drops, let's do something. So I think for me, an ideal day is having people want to make appointments with me. Unfortunately, nowadays, what's your management fee? And that's almost as far as you get with a lot of your managements. So, yeah, for me, it's just trying to actually get them to want to say, Yep, let's meet tomorrow. How does two o'clock sound? And I'm like, I'm there, I'll be there, let's get this done. Because it is, it's letting them actually see who you are and the type of business that you are so passionate about and answering those questions that a lot of people are sometimes too afraid to ask. So, my ideal day would be out there. I think always being out and about, being available, answering. And if somebody has called you and you are busy, make sure you phone them back because within 20 minutes they could make a decision. Yeah. So, ideal day, lots of knackies out there, out and about.

SPEAKER_01: 14:30

Yeah, I'm just super impressed by the preparation. Like, I love the fact that you are ready at all times, you know, even like with flats in a car or or you know, having, you know, or you probably having all your business cards or appraisal packs or information. I mean, it sounds like you got a little, you know, office on wheels.

SPEAKER_00: 14:50

Yes, yes. And I think that probably takes me back to my days in South Africa. You know, I worked, I was an area sales manager for Avon, and we didn't have the luxury of having an office. Our office used to be a gazebo on a corner. So I'm very grateful to that actually, because you know, that just shows me I don't need an office. I don't need, you know, I can be out there as long as I'm prepared and as long as I have, you know, something. And yes, you know, every every every week I'm preparing my box, and in my box, I've got my presentation packs, I've got my proposals, I've got my area stats, my market stats. I I I probably have too much, but you can always reuse them, you know. So for me, it's it is it's making, don't wait for the opportunity or don't wait until they can come and see you or you see them. It's always making sure that you've got something available so that you can actually present.

SPEAKER_01: 15:49

Yeah, and and I hope BDMs are paying attention to that because you know, this is you know, people like yourself that are fully prepared at all times. I mean, I would be completely vulnerable right now. I sometimes have people ask me for a business card and I'm like, oh sorry, I don't have one on me. And I I doubt that would be the answer that you'd be giving them.

SPEAKER_00: 16:08

No, I I probably have half of everybody else's and my own, but I always have business cards. That's why I'll never wear something that doesn't have a pocket. That's the first thing. Is there a pocket? Yes, right, we're ready to go.

SPEAKER_01: 16:24

Wow, impressive. Um now the other thing is I haven't heard of sidetracking just for a little minute. Is Avon still around? I haven't heard of Avon for so long.

SPEAKER_00: 16:32

Yes, but unfortunately, in fact, the year I moved to New Zealand, which was 2017, they closed their doors in New Zealand and Australia. They're literally just shut. So it's funny, my mom is in Scotland, and I get her to send me my favorites every now and then. So, yes, it is around, but unfortunately not in Australia or New Zealand anymore.

SPEAKER_01: 16:55

There you go. There you go. Extra a little bit of uh education there for us all. Um now I want to address your energy. You've clearly got a lot of it. Do you have flat days? And if you have a flat day, how do you deal with that?

SPEAKER_00: 17:11

So I think, you know, in every world we love to hear yeses, we love to hear let's get this signed. But some days it's just unfortunate that somebody says no and you really feel like you had them until the end. Somebody didn't answer your phone calls, and they literally said, you know, send me the paperwork, I'm ready. They ghost you. So look, it's gonna happen. It does happen. For me, I use that time to do research. So, you know, if you particularly wanting to focus on an area, you know, use your systems that you've got, use your programs that you've got. I think when I'm quite upset, I literally am just a machine because that's actually when I sit down and I just give it everything that I've got. So I use those days to, you know, get data, right, focus on an area. What am I gonna do? How am I gonna approach it? How am I gonna get more houses in the area? So on the days where I'm flat or not feeling my bubbly self, I go more into a research mode, try and have a look and see what I can learn, you know, try and look and see what different things is happening out there, or I use it as a training day, see what trainings have on for the day, get myself into a Zoom or something. It's literally then just for me to sit there, focus, and just actually change my mindset, and then I feel like I'm ready to hit the world again, or read a book. For me, I read there's a book called Choice. I read that quite often. Let them, you know, again, lots of little positives and things like that. I think everybody's probably heard of IGT, and they have some amazing books as well. So I don't normally have one in my drawer because one or two pages, even sometimes a phrase or two, totally changes you, and you're ready for those phone calls again, or whatever it is. Let's go face the world. So I try and not let it get me down for too long because I prefer myself being happy and bubbly, but yes, I do have my off days.

SPEAKER_01: 19:22

Yeah, no, that's it, that's incredible. I I think I mean, an off day for many people is maybe going and having a big feed at McDonald's and laying in bed or something like that. So I I love that you go into that maybe more of an introvert in a way, because you know, reading that book or that research, it is a little bit more insular, but it's still productive. Like that's incredible to hear. So, and I and I like that you've got the book sort of you know handy. I think the Let Them one is a great one. And and you're right, those IGT books, they're good, they're practical, they're easy to read. You don't have to read the whole book, you can just read a section of it and you know get back on track. So, really, really fantastic tip for everyone. If you were going to choose one piece of well, I want to know both. What's your favorite marketing method? And what is one marketing method that you just can't do?

SPEAKER_00: 20:43

Well, one marketing method that I love doing, I think, is definitely socials. So, you know, nowadays you've got Instagram, you've got TikTok, you've got LinkedIn, you've got Facebook, you've literally got everything. And you know, and and what I will tell a lot of people out there is even if you don't get a like, even if you don't get a love heart or whatever, people are seeing them. So don't let that stop you. But for me, it's being able to give information, you know, to be able to provide this free, you know, whatever it is, education or did you know, or or or for me, it's especially about you know, motivation Monday. Let's let's give that for an example, or giving back to the community. So for me, I love socials. I love I love loving and liking other people's posts and commenting because I know how amazing it feels. So socials is definitely a big thing for me. I must say, videos, I I will not watch a video. If I do a video, it goes straight on the internet. Yeah. That's why for me, after I've been to a property and maybe the owner hasn't been there, or even just like a follow-up. You know, I love doing those videos because all I need to do is just send and I don't have to watch it. So I definitely want to get back onto the videos because I did. I did quite a lot of it, but I know I'm still healing, and I'm I want to know that when I get my face and voice and whatever it is out there, it's I'm feeling good.

SPEAKER_01: 22:18

Yeah, and I don't think many people know that that with videos, that that is exactly what I say to do. I don't re-watch anything because if I re-watch, I'm gonna start picking you know the guts out of it, I'm gonna be questioning it. So you literally just do the video and you send it. And I mean, I actually do the same with podcasts as well. I don't re-listen to them. I there was one I did the other day, and I I said something on it, and I was like, I've been sitting on it, I haven't uploaded it yet because I'm like, do I want to remove edit part of it or not? Or do I want to keep it in? And the lazy part of me is just like, I'm just gonna keep it in. It's just it's too much hard work, and it wasn't bad, it was just it was just an opinion on something that I just felt like it could be a little bit too much, maybe a bit a little bit controversial. And so I wasn't sure. But I think yeah, the laziness of me is probably just gonna keep it in, and it is what it is. But yeah, videos, I think that's the that is an incredible tip that people more people need to know is that you don't need to re-watch it, just post it and show up.

SPEAKER_00: 23:20

And it's your it's your live form, it's who you are. You know, you're not practicing, you're not rehearsing, you're not being somebody that you're now, you know, literally focusing. And I think being you and being genuine is really what you want to get out there because at any time that anybody's gonna get in touch with you, they can align you with that same person that they saw that video of. Can you imagine if you see this bubbly person and it's oh, this is amazing, and then you meet them in real life and they've got no time for you. So it's just being who you are, being genuine, consistent, because yeah, it's too hard to be somebody else, to be honest as well.

SPEAKER_01: 23:58

Oh, 100%, 100%. Now, can we finish off with how are you approaching the the fee discussions at the moment? You know, the people that call up and say, What's your fees? I mean, do you just go, okay, that's all they want in that relationship and leave it. Do you keep on trying? Do you have something that you yeah, how do you deal with the fee-driven landlords?

unknown: 24:22

Yep.

SPEAKER_00: 24:23

Look, I think immediately, like I said, you you've barely even said hi, and they say, just tell me what your management fees. A lot of people won't even give you their property address. So it's just making sure that you are opening yourself and making yourself just be welcoming. So even though you've mentioned that you just want fees, just know that, you know, if somebody says I've got a 7% management fee, there are other costs. I try and educate investors. I said, as much as you want my management fees, I'm gonna maybe tell you, right, my management fee is 7%. I'm not gonna talk about anything else because you only asked me what is my management fee. But I'm going to try and educate them. I always say, let them know about scenarios, give them an example of something that really, really happened and went bad. And I tend to take into a fact that, you know what, if you had to work out a 7% to a 10% or whatever it is, give them the amount and say, do you know that 7% between 10%, you're literally only looking at a difference of$150, where choosing the wrong person could cost you thousands. In fact, it could even cost you your investment property. So before you make you know a judgment or decision just based on one thing, and I try and give them three lines. So whether they look at it, whether they don't, I can still just continue to be me, and I can still continue to try and say, look, I'll send you my management fee, but can I leave you with the thought? And I'll just give them just a quick line, just a something. And every person I speak to, I always send a text. I show them a picture. This is who you're talking to, this is who I am. I'd love to assist you and maybe just remember some things. So, and it's just making sure that you're touching every single level, sending a text. You know, you've spoken to them on the phone, send them that email, follow up, keep following up. Even if you see, right, they've just listed their property with ABC, phone them in six weeks' time. How's things going? Or even phone them when you see the listing go live. I've just seen your property go live, but just want to say all the best of luck. And it's it's making sure that the door doesn't close. So never look at the negatives, continue with the positives, and that's that's all I have to keep trying. As much as people base things on management fees, I've just got to deliver the service and who we are and why we're so nice. We're amazing.

SPEAKER_01: 26:55

Yeah, you know what? It's incredibly breathtaking to listen to you. And I know that people that are listening today as well are going to get a lot of energy out of that conversation and a lot of gold nuggets and um and you know, just even those small things of just being prepared. BDMs need to know that there's other BDMs out there that are this prepared, even if they get that just want your fees, you know, you're still showing up, you're still giving them the exact service that you would expect regardless because you're looking at the positives. There are a lot of people out there, potentially me included, where it'd be like, I'm not gonna worry because all they care about is fees. And then you leave it. But I love the way that you look for opportunity constantly, but the opportunity is always educational. It's it's not annoying, it's just making sure that they know the doors open. And that's, I mean, I'm feeling that just after a half an hour recording that the clients will be absolutely feeling that as well. So you are absolutely on the right track. It's it's beautiful chatting to you today. And I'm so glad that we've started connecting and you know, showing up at the coffee combos. And yeah, it's really a delight to have you involved in everything. So I appreciate you sharing everything today as well, because like I said, people will get a lot out of that discussion. And if anyone wants to reach out and ask any questions, I mean, you can see how open Natalie is. Um, and and I'm always available as well. But yeah, hope to um hope to watch your journey thrive where you are. And yeah, it's um it's amazing to see you're gonna do wonderful, wonderful things.

SPEAKER_00: 28:36

Thank you very much. And I honestly am truly grateful, you know, for your catch-ups. I just feel everything has all sort of happened in the right time space, and it's one positive after another positive. And I'm like, you know, that's why I said I just love, love, love because there's like you, so many other supportive people where you would technically think one BDM to another, shit, this is competition. No, it's not. Let's talk about something together because that there's enough for everybody, you know, and it's again making sure that you're always showing up and you're being there. So for me to be able to connect with BDMs and you know, people like you has just been phenomenal. So I cannot tell you how excited I am for 2026. This year has been a year of learning. I found my spot, I am so happy, and next year it's just gonna be one one, and it's gonna be amazing. I can't wait.