Words of Wisdom – with Recruit RE and Virginia Brookes

“Always make it about the client and what's best for them and you will enjoy repeat referral clients because people forget the numbers, but they never forget how you made them feel.”

Over the course of two decades, there aren’t many markets that Ruma Mundi hasn’t experienced in the competitive Sydney Hills District Market. With a swath of accolades built from hard work and commitment to providing excellent service in her market, Ruma has been consistently ranking in the Top 5 agents within her network and REB Top 50 Women in Real Estate.

As a partner at McGrath West, Northwest, Hills, and Hawkesbury she is building a covetable reputation as her passion and drive brings outstanding success.

Tell us about your career and how you started in the industry

I began my career in the industry in 2002, starting with some family friends who were property developers in the Hills area.  It was at a time when the Sydney market was going through a boom.

I was a bit unsure about my career choice at the time, so I thought I would just go in and help them out.  I was thrown in the deep end to work with the builders, organising seminars for off-the plan sales, designing marketing campaigns for projects, interviewing selling agents/agencies, and organising finance and deposit bonds for buyers.

I learnt a lot very quickly, and also completed my licensing course to obtain my Class 1 Licence.

What qualifications did you complete to get into the industry?

After the Certificate of Registration in Property Services from REINSW, I moved straight on to getting my Class 1 Real Estate Licence.  I also read as many real estate books and attended every training and conference I could get into, as we didn't have any social portals or online training available at the time.

Is real estate the only industry you’ve ever worked in?

All my adult life I've worked in the real estate industry, and I feel extremely blessed to have that honour.

How would you say that your friends and colleagues would describe you?

My friends and colleagues would describe me as committed, hardworking, passionate, loving, trustworthy and willing to go the extra mile.

What is your proudest and most rewarding career moment?

My proudest moment of my career would be getting the opportunity to speak at AREC in 2019.

Our industry is rewarding in many ways.  For me, the biggest reward comes when you deliver on your promises and exceed client expectations.  It still gives me goosebumps to see clients super happy with the results, sometimes with happy tears and with so much joy on their faces.

Helping buyers secure their family home is equally rewarding, to see their sheer joy of achieving a huge milestone for their family.  We truly work in a wonderful industry where we get the daily opportunity to create happy moments.  We know we make a difference, however big or small.

How has your company helped you reach your career goals?

Being part of a good brand creates credibility at the start of your career when no one knows you.  Being associated with a credible brand works in your favour to open doors for you and get you on the shopping list.

I've always been big on aligning with a good professional brand, especially when you're starting out in your career.  Eventually, if you stay in the same area you become the brand if you keep doing the right thing and invest in consistent marketing and branding exercises.

I'm extremely excited to be with McGrath, as our ethics and values truly align.  It’s a premium brand and with John McGrath at the helm, we know the network will continue to grow from strength to strength whilst keeping client experience at the forefront of everything we do.

What advice would you have for early career professionals?

This is a marathon, not a sprint.  We have a generation joining the industry who are used to getting immediate gratification.  I urge them to accept and understand that if they focus on building connections and working hard, the rewards will follow.  You must sow the seeds and have patience to enjoy the crop of their efforts and professionalism.

Far too many people join the industry for the wrong reasons.  If they commit to delivering consistent and exceptional customer service, the rewards are sure to come.

In the first three years of starting out, I worked almost seven days a week.  I was a sponge, learning from good operators who were way ahead of me, and investing in training, growth, development and dialogue.  I was committed to delivering memorable experiences every single time, whether for sales or rentals.

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What advice do you have for maintaining good mental health?

It all starts with physical fitness and surrounding yourself with the right people.  I've always been big on staying away from negativity.  For me to have good mental health, I am really mindful of the spaces that I allow myself to go into, what I read, what I watch.  If it doesn’t help me grow or bring me joy, it’s not for me.

To have good mental health, you must know your triggers and then stay away from the negative triggers.  Obviously we all deal with tough days.  Building resilience and knowing how to move on and embrace the next day with renewed energy is the key.

I believe that people should commit to moving half an hour to an hour every single day. There's no doubt that you will feel better.  Investing in your health is very important, and so is surrounding yourself with good people.

What do you think the biggest recruitment challenges are in the industry?

I think the biggest challenge that we have is less people wanting to join the industry, and ineffective recruiting and induction for people to come on board. We need to work on changing the perception around the different aspects of our industry.  

In property management, for example, you get to assist families and give them keys to their homes while managing assets worth millions of dollars. You get to decide on and negotiate with trades and improve rental returns.

Most businesses do not have a plan on how to engage new talent.  We need to invest in proper induction and recruitment to retain the ones joining the industry.  If we retain good people with good businesses, we will not have this challenge.

We must paint a better picture to attract good people to our hugely rewarding industry.

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How do you find the best talent to join your team?

I have recruited and retained some of the best agents and property managers in my time. Then again, I have made some huge errors. You live and learn.

It is a challenge and you must go through the motions. Its only over time that you learn to trust your gut.  Now I take my time in recruiting people and am quick in making decisions if I see it is not working out.

What is your opinion of the current real estate market?

Real estate markets change. As a professional and as an experienced agent, I don't have an opinion on the real estate market. I do not control it. I have an opinion on our processes and how we should adapt to the changing markets.

It comes down to communication, being honest and realistic, having timely conversations and changing our processes to assist the clients. As professionals, we should be able to ensure a smooth transaction when entrusted with the sale or rental of a home, regardless of the market.

In every market people need to transact, they need to sell, they need to buy. It is how we assist them in making educated and informed decisions. We cannot control the bigger picture but we can control how we operate.

What advice would you have for anyone who's looking to buy or sell?

What problem are you trying to solve by buying or selling in this current time?  Property transactions are a long-term decision, whether you're buying or selling.

If you're selling, you're doing something else as well, even if it's renting.  If the market goes up or down in the next six months or one year, it should not affect the decision to do what you want to do today.

If you have your pre-approvals and interest rates go up, can you still afford this home?  Decide what you need right now and the problem you're trying to solve.

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What is the top tip that you have for anyone to flourish in the real estate industry?

Always make it about the client and what's best for them and you will enjoy repeat and referral clients.  People forget the numbers, but they never forget how you made them feel.

If you meet every client with the intention of always doing what’s best for them, offering them sincere advice with genuine care, you will always win.

Our industry is very challenging, it demands a lot from us.  Always be training, do a self-scan and a self SWOT analysis often.  Work on sharpening your skills and stay in good health to keep on point.  The magic happens over a period of time, and you have to have the patience to see the rewards of your hard work.

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