professionalism: How to Show Your Clients You Care
- 02/15/17 08:47 AM
Show Your Buyers and Sellers You Care
I just returned from Phoenix for the 2017 CRS Sellabration convention. It was 2 very full days of intense learning from top producing agents from around the country on a wide range of topics focused on systems, marketing, operations and leadership, and performance and development.
I’ll share my top takeaways in a future post.
I had dinner my last night there with 2 good friends who are part of my mastermind group, and the question came up - what was your biggest takeaway?
I only had to think for a few seconds. My immediate thought, from all
professionalism: Keeping in Touch with Clients in Carlsbad
- 12/21/16 01:21 PM
Keeping in Touch from Carlsbad
Larry Johnston invited us to participate in a contest this December, Keeping in Touch (Contest), Searching for New Ways to Stay Connected.
There’s still time to enter and share your thoughts, plus read some great posts with terrific ideas.
The neat thing about this contest is it not only provides an opportunity to think through what we already do to stay in touch with clients, but the chance to add some new strategies to the mix in 2017 or improve on the consistency of what is already being done.
I use a number of different strategies for staying in
professionalism: 7 Ways to Deliver Superb Customer Service
- 12/13/16 05:48 PM
Want to know how to deliver great customer service?
Debbie Reynolds provides the perfect recipe with these 7 tips that anyone can follow with the right attitude, so that it's done consistently and cheerfully!
Be sure to stop by her original post to share your thoughts there, too! She'll appreciate it.
How We Respond Grows or Stunts Our Business Growth.
1. Answer Your Phone Whenever Possible: This will actually surprise and impress people. Other agents as well as first time callers and your clients like knowing that you are a first line agent. It might earn you more business and certainly won't
professionalism: Remove the M and the deal will go much smoother.
- 11/15/16 04:35 AM
Who would think that a simple letter, an M in this case, could make such a difference?
Andrea tells a great tale about things can and should be in our transactions, at least much of the time. I can think of a word starting with M, too, that can make all the difference, and not in a good way!
Years ago I was opening a listing of mine for an agent to show to his buyer. The house had an alarm, and it is my custom never to give out the alarm code to someone else. It is not always convenient, but
professionalism: Did You Write Your Thank You Notes Today?
- 10/13/16 05:25 AM
Did You Write Your Thank You Notes Today?
I closed on another property today and sent several thank you notes out the door, as I always do, to people who helped make this such a pleasurable transaction. There was no lender involved, but a couple of people at escrow, the listing agent, and his transaction coordinator all played a significant role in this process and helped to make it go smoothly.
I use card stationery and envelopes that are personally branded, but also purchase other thank you cards to use for different occasions.
I also create some of my own note cards for various uses
professionalism: 8 Tips to Inspire Repeat Business
- 09/27/16 09:16 AM
I’d Love to do Another Transaction with You!
Having a terrific experience with another agent in a transaction that inspires you to wish, or say to them, that you’d like to work together again is such a great feeling. Even when there are challenges or differences of opinion, working with some agents can be a real pleasure, while others not so much.
The same applies to vendors you work with during a given transaction - a lender, escrow officer, title officer, inspector, staging professional, or someone else.
So what are those things these individuals do that make the working relationship such a positive one,
professionalism: Do Your Clients Feel Like They are Your Only Clients?
- 08/30/16 02:01 AM
How to Make Your Clients Feel Like They are Your Only Clients
I’ve had several testimonials, one just recently, where clients commented I always made them feel like they were my only clients.
Of course that was not the case, and there is never just one client at a particular point in time, but it was a very nice, and telling, compliment nonetheless. I can’t say I consciously try to make clients feel this way, it’s just how I try to run my business.
So I wondered – what are the things we do, or can do, that make our clients feel they are
professionalism: Are You Sending Mixed Messages?
- 06/22/16 07:13 AM
Are You Sending Mixed Messages?
We were having breakfast one Saturday morning at our favorite eatery in Carlsbad Village, and I happened to notice this signage.
Given the laws here about smoking, it was rather ironic that it was even posted. And then I noticed the mixed message.
Thinking back on that, it occurred to me that mixed messages may be something we are sending, perhaps inadvertently, but which cause confusion to those who receive them, create a bad impression, and possibly even send them running in the other direction…certainly not the intent of the message. We've probably all done it, and perhaps not realized
professionalism: Needy Home Buyer or Just Getting What is Needed and Expected?
- 04/21/16 10:56 AM
What Buyers Need and Should Expect!
Or are They Just Needy?
In our busy and competitive Carlsbad seller’s market, buyers have some challenges in purchasing a home in many price ranges. Limited inventory and high demand create a perfect storm for fast-moving, multiple bid situations for many homes, where only 1 buyer among many is destined to win.
It’s an emotional time, and it’s easy to feel anxious and get frustrated, especially when you lose out on a wonderful home, or see things moving so quickly.
WHAT BUYERS MUST DO
Buyers must act quickly when there is a new home on the market and decide if
professionalism: How to Deliver Bad News to Your Client
- 04/08/16 07:03 AM
Passing along bad news to a client is never easy, but it's an essential part of what we do in our business, and it should not be delayed.
Gail outlines an excellent process and some important things to consider BEFORE picking up that phone and blurting out the bad news. Take some time to prepare so you can do it well.
And put yourself in their shoes - they deserve more than "sorry it didn't work out" or some other quick delivery of bad news.
I hope you will stop by Gail's post to share your thoughts there, too!
FRAMING IS IMPORTANT, SO
professionalism: Are you showing a house, or breaking and entering?
- 03/19/16 07:09 AM
Showing instructions that are not clear and easy to understand can drive you nuts when you want to show a house. The same is true when you don't get calls back to confirm appointments or to learn now to gain access.
BUT agents who do not follow showing instructions can be a huge annoyance too, for sellers and listing agents. And, as you can see in Pat's well-done post, not only is that an issue but not adhering to the showing instructions could land you in hot water, legally.
Over the last year or so, an Evers & Company colleague has conducted
professionalism: When They Know You and Trust You, They Come Back to You
- 10/13/15 11:50 PM
When They Know You and Trust You, They Come Back to You
It was a Facebook message that once again confirmed what we all know about past clients, that when they like you and trust you, they come back to you.
Of course they have to remember you, but if that first transaction was a winner (even if there were some problems along the way), and you stay in touch somehow, they will no doubt remember and they will come back. And probably refer you along the way.
In this case 6 years after helping a buyer purchase an REO the decision has been
professionalism: Pardon Me Your Attitude is Showing
- 08/12/15 05:34 AM
Are you Aware that Your Attitude is Showing?
Attitude is a funny thing. It can really color a relationship from the very beginning, creating either a very good impression or leaving one with the feeling that you don’t care, or worse.
Attitude can overshadow competence, knowledge and experience, too. Someone who is new to the business with less experience can really shine with the right attitude (“she has a great attitude”), while a highly competent and knowledgeable individual could spoil things with a crappy attitude (“he really has a lousy attitude”).
In these days of intense competition attitude can really make a huge impact,
professionalism: You Might Think I’m a Nag, But I’m Just Doing my Job
- 07/13/15 10:51 AM
You Might Think I’m a Nag, But I’m Just Doing my Job
A real estate transaction is a complex thing. There are a multitude of tasks to be accomplished, continual follow-up to be done, questions to be asked and/or answered, documents to be reviewed and signed then sent to the right people such as the lender or escrow company, deadlines to meet, problems to solve, and so much more.
There are times it’s necessary to remind people about doing things to stay on track, provide information or documentation, or meet certain deadlines.
Sometimes you have to ask more than once. Paperwork doesn’t get
professionalism: Are You Responsive? If You Snooze You Might Lose!
- 06/07/15 01:41 AM
Are You Responsive?
If You Snooze You Might Lose!
Responsiveness in any consumer-related situation is key! We all know how it feels when we want or need help and it takes forever to get it. You sit on hold, you get transferred multiple times, or you try to get in touch with someone for assistance and leave a message, and never hear back. Gets you a tad bit ticked off, doesn't it?!
Responsiveness is certainly a huge issue in our business, and with technology and the Internet barking at our heels it’s become more challenging.
Because of email and texting there are some who
professionalism: Don't Make Your Clients Feel Stupid
- 05/24/15 04:55 AM
Don't Make Your Clients Feel Stupid
I recently read a terrific post by Elizabeth Weintraub, “Never Say I Told You So About Choosing the Wrong Lender.” It’s well worth a read and raises a significant issue – how saying “I told you so” could certainly set the wrong tone with your client. That could apply to other transaction issues (e.g., inspections), too. True in life as well.
But Elizabeth’s post reminded me of something I was told at a seminar some time ago:
It’s important to not make your clients feel stupid!!
I suspect we have all been made to feel this way at
professionalism: Thank You for Taking Such Good Care of Us!
- 05/01/15 08:52 AM
Thank You for Taking Such Good Care of Us!
Some client situations require closer attention, more problem solving, and anticipating issues and concerns than others.
It might be the nature of the transaction.
Perhaps it’s due to the parties involved needing or wanting more support and guidance.
But we know each transaction is different, as are the needs of the buyers or sellers, especially in times of uncertainty and upheaval.
Anticipating questions and issues before they arise, making sure clients are aware of what to expect going forward, clarfying things they don't quite understand, providing possible solutions to problems, and sometimes simply listening are just some
professionalism: Be Cautious Using Reply All & Forwarding Emails in Your Transactions
- 10/04/14 02:06 AM
Be Cautious Using Reply All and Forwarding Emails in Your Real Estate Transactions
Emails are, in most transactions, essential and a significant part of the communications among the various parties involved in real estate transactions.
While we have each likely had at least one seller or buyer who does not use email, I suspect those are rare situations, and even then there are others in the process who are using email – escrow, lenders, title, inspectors, agents, and others.
Preserving confidentiality is essential no matter which side of the fence you are on.
professionalism: I'm Counting on You
- 08/27/14 01:13 PM
I'm Counting on You!
Pretty weighty words from a client when heading out for the start of a home search.
I helped this buyer purchase a condo some years ago - he was living overseas and almost all the communication was via email. We never met but the transactions went swimmingly.
I finally met hm the other day, upon a visit to the states with plans to sell the condo, and purchase a home to live in because of a job transfer and relocation to the San Diego area.
These words made evident the level of trust I
professionalism: Staging Your Offer
- 08/17/14 02:33 AM
Staging Your Offer
Yes, it can be done. And probably should, in particular if there are multiple offers and you want your offer, like a home, to show its best.
Perhaps the subtitle should be "Dressed for Success!"
Let’s face it – you want your offer to look great! You’ve made an effort to get pre-approved, have looked at a number of homes, decided on one you really like, and you want it. Bad!
So of course you want your offer accepted, right?!
Granted, the bulk of the responsibility for making the offer look great rests