1.1. CANVASSING FOR LANDLORDS & SELLER

1.1.1: Understanding the Importance of Private Stock

• Acquiring private stock, that is not owned by a property fund allows us to: access properties that we might not be able to find on VacancyPro and is more likely not not be listed by other agencies. 
• Confirm Payment: Establishing a brokerage relationship with the landlord ensures proper compensation for our services.
• Sign the STE: The Sole and Exclusive (STE) agreement formalizes the partnership with the landlord, solidifying our role as their broker.

1.1.2: How to Find Private Stock

Step 1: Conducting Research and Analysis

• When canvassing for stock work in specific areas and industries to familiarise yourself with the market, supply and demand in that area.
  
• Competitor Analysis: Utilize online platforms like Property24, websites, and Google searches to identify properties listed by competitors.
• Networking and Referrals: Leverage connections with leasing managers, CEOs, and property funds to discover private stock opportunities.
• Canvassing: Explore potential properties by physically visiting locations and knocking on doors.
• CMA (Comparative Market Analysis): Access information about properties listed under a head office, including zoning, GPS data, owner details, and more.
• Send at least 10 new prospecting emails per day and make at least 20 new prospecting phone calls per day to businesses.

Step 2: Gathering Landlord Information

• Sale Information: Determine whether the property is owned by a company, individual, or trust. Obtain the owner’s name and contact details.
• CMA: Use the CMA system to search for a company and initiate conversations to gather more information.
• Apollo: Use Apollo to obtain tenant contact details and inquire about the landlord’s information.
• Neighbors and Staff: Speak to surrounding tenants and staff/receptionists who might have insights into the landlord’s identity.
• Newsletters and Alerts: Auction companies often provide addresses for sale properties, which might lead to private landlords.
• Site Visits: Visiting the site can provide additional clues about the property and its ownership.

Step 3: Dealing with Private Landlords

• Educate Landlords: As a broker, educate private landlords about real estate terms like Base Occupancy (BO) and Tenant Improvements (TI).
• Avoid Assumptions: Refrain from making assumptions about incentives offered by private landlords compared to property funds.

Step 4: The Importance of STE (Sole and Exclusive Agreement)

Purpose: The STE agreement serves two primary purposes:

1. Confirms our exclusive or non-exclusive mandate to market the landlord’s property.
2. Specifies the commission structure and payment terms.

1.2  CANVASSING FOR TENANTS & BUYERS

Step 1: Find tenant details via your own private networks, canvassing or online channels.

Step 2: Ensure you have a clear understanding of the prospective tenant’s/buyers shopping list

•  Expansion Plans

• Area

• Sector

• Size

Step 3: Issue an appointment letter to the prospective tenant or buyer.

2.1 STANDARD TERMS OF ENGAGEMENT FOR PRIVATE LANDLORDS

The STE Agreement serves two primary purposes:

1. Confirms our exclusive or non-exclusive mandate to market the landlord’s property.
2. Specifies the commission structure and payment terms

Download STE

2.2 APPOINTMENT LETTER FOR TENANTS/BUYERS

The Appointment Letter serves as an informal arrangement between the agency and tenants or buyers to assist them in finding the right property. 

Download Appointment Letter

2.1 LISTING CHECKLIST 

A good quality descriptive listing is paramount for ranking and SEO performance on listing portals and will greatly increase the number of inquiries you receive on your properties. At a minimum, all listings must include the below, use Chat GPT to assist you in crafting high-quality listing descriptions.

• Always capture landscape orientation imagery for photos and videos.
• Upload 25+ Images for listings
• Upload 60 Second Video Clip with Atmosphere intro and outro slides and backtrack.
• Adhere to the Blue Dot System on Property24 when creating listings.
• All listings must display the full property address and a location description.
• All listings must indicate Property Size (GLA) and Erf size.
• Property Type (Retail, Industrial, Commercial)
• Property Grade (C, B, A, AA, P)
• List all the property’s amenities
• Property Furnishings (Garden, Furniture etc)
• Parking Information  and number of parking bays available (Underground, Outside/Public Area)
• All listing descriptions must conclude with the Atmosphere Property Group company profile insert.

2.2. LISTING VIDEO

Standard Operating Procedure (SOP) for YouTube Posting

The purpose of this SOP is to provide clear guidelines and best practices for posting content on Atmospheres YouTube channel. This SOP ensures consistency, professionalism, and optimization of videos to maximize engagement and audience growth.

Video Recording

• Choose the highest resolution available on your device, preferably 1080p (Full HD) or 4K if supported. 
• Select the frame rate that suits your content. Higher frame rates (e.g., 60fps) are ideal for capturing fast-moving action, while 24fps can provide a more cinematic look.
• Ensure proper lighting, audio clarity, and stable camera angles.
• Record multiple takes if needed to achieve the best possible quality.

Video Editing

• Use video editing software like Capcut to enhance the visual and auditory elements of the video.
• Enhance your video with background music which is copyrighted.
• Add graphics (intro and outro splash) to prompt the brand and ensure consistency. 

Thumbnail Creation

• Use an image that best showcases the property, ideally an external picture of the building.
  

Video Title, Description and Links

• Write SEO-friendly video titles.
• Write detailed video descriptions, the description used on the listing can be used. Ensure that relevant keywords are used.
• Add links to redirect viewers to our website and social media accounts LinkedIn, Facebook, Instagram 

By following this SOP, we aim to create consistent, high-quality content that resonates with our audience, enhances our channel’s growth, and reflects the values and objectives of Atmosphere.

4.1 HANDLING LEADS

4.1.1. Promptness is Key: Respond to leads as soon as possible. Research shows that responding within the first 5 minutes dramatically increases conversion rates.

4.1.2. Personalisation: Tailor your communication to each lead’s specific credentials, personal information, needs, and preferences. Always use their name and reference any relevant information they provided.

4.1.3. Multi-Channel Approach: Reach out through various communication channels, including email, phone calls, text messages, and social media. Some leads may prefer one channel over another.

4.1.4. Value-Oriented Messaging: Clearly articulate the value the property presents to the lead’s business. Address their pain points and how the property or other properties on our books can overcome them.

4.1.5. Persistence without Annoyance: Follow up multiple times, but avoid overwhelming the lead. Space out your follow-ups and adjust the frequency based on their responses or lack thereof. 

4.1.6. Qualification and Segmentation: Ask qualifying questions during follow-up to better understand the lead’s needs, including budget, sector, area and location, space requirements, property grade and timeline. This helps you segment leads and prioritise those with higher potential. Be aware of time wasters and vet leads thoroughly. 

4.1.7. Two-Way Communication: Listen actively to the lead’s concerns, questions, and objections. Address these thoroughly and provide insightful professional answers.

4.1.8. Clear Call-to-Action (CTA): Every interaction should guide the lead toward a specific action, whether it’s scheduling a viewing, or requesting a meeting.

4.1.9. Consistency Across Channels: Ensure a consistent brand message and tone across all communication channels to maintain a professional image.

4.1.10. Respect and Patience: Respect the lead’s decision, whether they’re ready to proceed or not. Maintain a patient and respectful attitude, as leads may convert at different stages of their buyer’s journey. 

4.1.11. Follow Up: Follow up on cold leads every few weeks to check up on the status of the prospective tenant or buyer.

4.2 INTERNAL LEAD DISTRIBUTION POLICY

4.2.1. Internal leads refer to leads generated by the business via paid ad campaigns, branding initiatives, management networks, organic traffic via our website, or any other method where the business is the reason for the originating of the lead.

4.2.2. Internal leads will be distributed to the sales teams by management according to specific principles:

(1) Only agents that have reached KPIs in a calendar month will be eligible for leads in a subsequent month.

(2) Leads are classified according to a specific asset classes and distributed to agents that are active in that specific asset class (Commercial, Industrial, or Retail)

(3) Leads will be allocated to the agent that operates in the geographic area the lead pertains to.

(4) If the two or more agents adheres to the previous 3 principles leads will be allocated based on a  performance in the previous quarter

4.3 INTERNAL SPLITS & LEAD HANDOVER

4.3.1. Brokers on a 100% split are not eligible for internal splits.

4.3.2. All internal splits will be between brokers at 50%/50% based on the broker who falls within the highest tier.

5.1 VETTING A NEW LEAD OR ENQUIRY.

When vetting a client who has inquired about a commercial property listing, it’s essential to gather comprehensive information to ensure that the property is a good fit for their needs and that the client is a serious and qualified prospect. Here is a list of questions to ask when vetting a client for a commercial property:

1. What is the nature of your business?
2. Are you looking to lease, purchase, or invest in commercial real estate?
3. What is your preferred location or geographic area for the property?
4. What is your budget or price range for the property?
5. How much square footage do you require for your business or investment?
6. What is your timeline for acquiring or leasing a commercial property?
7. Are there any specific features or amenities you require in the property?
8. Do you have any specific zoning or regulatory requirements for your business?
9. Have you secured financing or funding for the purchase or lease?
10. Have you previously acquired or leased commercial properties? If so, please provide details.
11. Are there any special considerations or unique needs for your business that we should be aware of?
12. Are you open to exploring properties that may require renovation or remodelling?
13. What is your creditworthiness or financial background?

These questions will help you gather important information about the client’s needs, preferences, and qualifications, allowing you to better match them with suitable commercial property listings and determine the seriousness of their inquiry. Additionally, they can help you establish a productive and transparent client deal maker relationship.

5.1 CREATING A DEAL

Minimum prerequisite information that needs to be added when loading a new enquiry on HubSpot.

Contact Details:

•  Name
• Surname
• Designation
• Cell Phone
• Email

Company Details:

• Company Name
• Address
• Industry

5.2 DEAL DETAILS & ACTIVITIES

All deals on HubSpot must include the following property information.

• Property Type 
• Property Size Requirements
• Location
• Budget 
• Requirements
• Occupation Date
• Lease Term

5.3. DEAL DOCUMENTS

All the below documents must be uploaded to HubSpot on completion of the deal.

• STE
• Appointment Letter
• Tenant Application Form
• Credit Check
• Offer To Lease or Offer To Purchase
• Deal Closure Form
• Commission Claim Form

5.1 TENANT REQUIREMENTS AND AUTOMATED CRM PROCESS

When a lead is submitted by a prospective tenant or buyer an automated proposal process is initiated via our Hubspot CRM and PropData Management System. This process includes four concurrent steps:

Step 1: A “Thank you for your inquiry” email is initiated and sent via HubSpot CRM to the individual who enquired.  

Step 2:  An automated email and WhatsApp message are sent to the enquirer this includes 4 brochures/proposals (one for the property that was enquired on and three similar properties on our books).

Step 3: A meeting setup request is sent to the lead to confirm a meeting/viewing time with the agent.

Step 4: An email and WhatsApp communications thread is opened in Hubspot CRM, all future communications with the prospective lead/tenant/buyer will be conducted on this thread.

6.1. STEP 1: PREPERATION

6.1.1. Appointment Scheduling:

• Coordinate with the prospective tenant to schedule a suitable viewing time, considering their business hours if applicable.
• Confirm the date, time, and location of the viewing, along with any necessary access codes or security procedures.

6.1.2. Property Inspection:

• Ensure the commercial property is impeccably clean, well-maintained, and reflects its best possible presentation.
• Check that all essential systems, such as HVAC and lighting, are operational and optimised for viewing.

6.1.3. Information Gathering:

• Gather detailed information about the prospective tenant’s industry, business needs, and specific requirements.
• Prepare a list of property features and benefits that align with the tenant’s business objectives.

6.2. STEP 2: ON THE DAY OF THE VIEWING

6.2.1. Arrival and Introduction:

• Arrive early to ensure the property is ready for viewing.
• Extend a professional welcome to the prospective tenant, introducing yourself and confirming their expectations for the viewing.

6.2.2. Customized Tour:

• Tailor the property tour to showcase areas of particular interest to the tenant’s business, such as office spaces, production facilities, storage areas, etc.
• Highlight how the property’s layout and features align with their operational needs.

6.2.3. Addressing Business Needs:

• Engage in detailed discussions regarding zoning, permits, utilities, internet connectivity, and any other relevant commercial considerations.
• Be prepared to answer questions related to customization, modification possibilities, subdivision and scalability of the property.

6.2.4. Financial Aspects:

• Discuss lease terms, including rent rates, escalation clauses, security deposits, parking rates and any additional costs associated with the property.
• Present a clear breakdown of the financial aspects to assist the tenant’s decision-making process.

6.2.5. Follow-Up Procedures:

• Outline the steps required for the tenant to express further interest, initiate the application process, and provide any necessary documentation.
• Clarify the timeline for their decision-making and subsequent actions.

6.3. STEP 3: POST VIEWING FOLLOW UP

6.3.1. Documentation:

• Document all discussions, inquiries, and commitments made during the viewing.
• Update records to ensure accurate and consistent communication with the prospective tenant.

6.3.2. Application Process:

• Provide detailed instructions for submitting a commercial lease application, specifying required documents and application fees.

6.3.3. Collaboration and Feedback:

• Share valuable feedback and insights from the prospective tenant’s visit with relevant team members or stakeholders.
• Collaborate with your team to address any outstanding questions or concerns the tenant raises.

SIGNING OF SALES AND LEASE AGREEMENTS

This SOP outlines the relevant steps that needs to be adhered to when completing and signing of a lease or sales agreement. It is important to note that all official company agreements must be completed on an editable PDF in digital format. Only signatures and initials must be completed in pen and under no circumstances may property agents change or amend any clauses on the agreements. All amendments must be confirmed with management and added as annexures.

Step 1: Tenant completes Tenant Application Form – Download Form

Step 2: Tenant Submits FICA Documentation

For Individuals:

1. Proof of Identity: This could be a valid South African ID card or passport.

2. Proof of Address: Utility bills, bank statements, or other official documents showing your residential address.

3. Bank Statements: Financial institutions may require recent bank statements to verify your financial activities.

For Businesses:

1. Company Registration Documents: These include documents such as the company’s registration certificate, memorandum of incorporation, and company resolution authorizing transactions.

2. Proof of Address: Similar to individuals, businesses must provide proof of their physical address.

3. Identification of Beneficial Owners: Information about the individuals who ultimately own or control the business.

Step 3: Prospective tenant/buyer completes credit check form – Download Form

Step 4: Complete Credit Check (Ask Management Assistance)

Step 5: Signing Of Offer To Lease or Offer To Purchase

Download:

• Offer To Lease
• Offer To Purchase

8.1. DEAL CLOSING STEPS

Step 1 – Complete Deal Closure Checklist & Form – Download Form

Step 2 – Assist new tenant with post-deal service

Step 3 – Conduct property handover and issue Atmosphere gift to landlord and Tenant/Buyer

Step 4 – Invoice generate and send to landlord (Request Director Assistance)

Step 5 – Send post deal mailer to the landlord – Download Document

Step 6 – Send post-deal mailer to the tenant/buyer  – Download Document

Step 7 – Complete the commission payment form – Download Form