5 Quick Tips for Increasing your Client Base

1. Increased listings should not begin with marketing to new and potential clients but begins with continued nurturing of current and past clients. With that being said, build a client referral base with existing and past clients. Let those individuals become your main spokesperson and cheerleaders. WOW your current and past clients and they will refer you to their family, friends, and co-workers.
2. Nurture your current intake of leads, cold, warm, and hot. Make contact on a regular basis. Don't settle for canned contact messages, customize the message to address the buyer or seller's needs.
3. Strategically market your current listings and recent solds to your target market(s) through post cards, online advertisements, drip campaigns, etc.
4. Enhance your blog(s) by focusing on the concerns of today’s buyers and sellers by answering general questions that are asked daily, make it a daily blog tip. Write about specific areas, subdivisions, neighborhoods of interest.  Offer home buying solutions and links to potential clients so YOU will become the expert and go-to person.
5. Review your website, what does it say about your expertise, your business, your mission, success rate, how you will assist your buyers and sellers, etc.

Make it a better 2012!

Why Do I Like Broker Brain?

I can give you seven reasons why I like Broker Brain.

1. Excellent Customer Service. Even though I have only had the need to contact CS twice to find out more about the program before recommending, customer service was great! Less calls to customer service means the program is not complicated, very user friendly, and minimum assistance is needed (if any at all) to get started.

2. I have found that Broker Brain offers many more features not found in similar products.  Features such as emailing, up-to-date notes, related file documents such as utility contracts/agreements, and reo forms are easily accessible,

3. Easy to track your MMR and BPO tasks and completion details.

4.  Expense management allows you to track all property income and expenses.

5. Client and Servicer information are kept within Broker Brain and not in a separate database.

6. Quick links to frequent websites directly from Broker Brain. Usernames and passwords are easily retained.

7. Tracking REO utility status is as easy as  1-2-3. You can identify the utilities present, track on and off dates, related notes, expenses, and more.

If you are a REO Broker or Agent looking for an alternative, review Broker Brain at www.brokerbrain.net. I've used the others but, this one is at a higher level.

This program comes with

1. Auto Task,
2. Preservation Module
3. Inspection Module
4. Fannie Mae Form Set
5. Document Storage
6. Utility MOdule
7. Offer Module

AND MUCH MORE!

JOIN THE NEW BROKER BRAIN GROUP!  http://activerain.com/groups/brokerbrain

The real estate market has slowed down for many agents over the past 4-5 years. Some agents have opted to pursue another career by leaving the industry, some decided to add a second field or take on a part time job, and other opted to take advantage of the slow market by taking a hard look at their business and determine what is needed to fix what is broken and/or make it better.

There is a plethora of information available to all industry professionals that will assist in  taking our individual businesses to another level. However, it will require research, hours of reading, more research, creating a process, implementing the processes, measuring, and in some instances, going back to the drawing board when needed. That is part of the joy and pain of working independently and having your own business.

Professionals always strive for a higher level of achievement and never settle for the status quo. Working in real estate requires a few basics that includes but is not limited to innovation, excellent decision-making skills, management skills, excellent communication, and most often, a lot of street smarts when it comes to mastering your target market.

Here are a few of my suggestions to getting out of the slow-down slump:

1. Update your website content, add new information, testimonials, archive sold properties, update your photo and about us page, add more target market information to your website. If you are working within a team, update the teams photos and information.
2. Create a brand, create a new brand, or update your current brand. Show a newer you!
3. Reconnect with past clients. Host a holiday party, sporting event, sponsor a school event, have your team conduct a blood or food drive, etc.
4. Review and update your database of contacts and leads. Take the time to call each. Make it personal. Add new buyers and sellers.
5. Invest in a drop campaign system. Customize the campaigs so it will be more targeted and not canned. Add more categories to your campaign and remember to include Seniors, Foreclosures, Short Sales, Investors, referrals, etc. Think of ways to improve your emails.
6. Didn’t have time in the past to get that new designation? Take the time to pursue a much needed designation that will improve your business and your personally. A happy you will result in a happy business.
7. Update your listing and marketing presentations.
8. Take the time to create a new short and long biography.
9. Update your professional references.
10. Create a buyer and seller guide.
11. Improve your current technology, mobile phone, computer, laptop, software., etc.
1. Your mobile phone works as your mobile office. If your current phone carrier drops calls, is not internet friends, or doesn’t have the apps needed to work on the go, consider changing. You will need to view and sign docs on the go, get directions using the GPS, take photos on a last minute notice, manage expenses, etc.
2. Computer/Laptop – If it takes your computer or laptop more that 15 seconds to startup and take you to the desktop screen, it is time for a new system, upgraded system, or a system cleanup. Add memory, remove unnecessary software, backup and remove your old data, clean up your cache, etc. Many computer stores offer this service. Consider a tablet pc for on-the-go work. You should be able to find great deals during the holiday season.
3. Software – are you using all of the software installed on your computer? When you purchase a new computer, ask the company to remove those dreaded games, chat software, trial programs, gadgets, and MS Works. Really, how many agents use MS Works to operate and efficient and effective business? Very few if any. Make sure the programs you uninstalled have been completely installed. Some programs have a way of hiding in multiple locations after you have completed the uninstalled process such as the Antivirus, Microsoft, and most downloaded add-ons.
12. Subscriptions – take inventory of what programs you are paying for on a monthly or annual basis. Cancel those that you are not using or have not proven effective or efficient for your business.
13. Create a 24-month marketing action plan/calendar .  Know when your marketing info will be mailed out, plan ahead, and DO IT!
14. If you are marketing your business in the newspaper, magazines, online, etc., update your marketing ads.
15. Consider going paperless. Archive the information in the file cabinets and setup a paperless office. Have your buyers and sellers sign electronically when possible and permitted.
16. Invest in an online transaction management program that will allow you to manage the entire process from pre-listing to after-close. The transaction management program should be built around seven basic sections, property information, marketing management, contact management, document management, email management, tasking management, expense management. Each component should work hand in hand and the tasking function should be customizable.
17. Social networking – social networking with potential clients and customers is a must. Remember to keep your personal profile separate from your business profile. Choose your connections wisely.
18. Cut back on expenses and setup a home office for your business and utilize a business suite for meetings and closings if necessary. Otherwise, use the main office. Review your office expenses, cut back on buying OEM when the remanufactured or store brand works just as well. Recycle paper for printing.
19. Phone Expense - Cut back on your phone expense by purchasing a Magic Jack for your office phone line. You can purchase the type that does not require a computer and you can carry it with you when you are out of town or on vacation. GREAT TOOL!
20. Reduce mileage by planning and scheduling your driving time.  Schedule blocks of time to show properties, complete exterior and interior BPOs, install signs, conduct listing presentations, visit the post office/office, etc.

Sometimes it can be hard to get off the couch and get back into the game but with determination and a plan, you can build a better business for the future. Take the time to re-evaluate your current processes, business plan, marketing strategies, and most of all, re-evaluate your mental makeup and how you view what you do and how you do it. A better you will build a better business.

Focus on you first then get your business on track for 2012!

So do you think your closing was a success? Well, a closing is never a success if it is not put to the final test.

What do I mean? I'm not referring to the final docs being sign at the closing table or  your commission check was delivered. What I am referring to is a happy buyer AND seller, not a happy buyer OR seller.

There is a misconception that if only one side or the side you are representing is happy with the outcome, the closing and sale is a success. No, you are only looking at one part of the puzzle. The closing is not successful unless both sides and ALL parties are completely happy. Of course, you will have parties that are just not happy if they are happy and/or satisfied with anything or anyone. Some are just grouchy for the sake of bad habits. But when you look at the nuts and bolts of your process, did you do all that you can to ensure complete satisfaction?

Take the time to survey each side of the transaction. A survey should be sent to your seller/buyer, the listing/buyer agent, title/escrow, lender and the other major players of the list-to-close process.

Pertinent information regarding your entire process will allow all parties in the transaction to measure your services on a scale of strongly agree to strongly disagree. Take the time to evaluate your pre-listing, listing, marketing, showing setup, closing, and after closing process. Also rate your team, office, and individual performance. Understand how your communication or lack of affect your client and the other transaction player's desire to refer you to others with a thumbs up or cast you to the thumbs down pile of agents and brokers that lack the desire to "WOW".

Did you pass the Final Test?

Once again, another company’s invention to create a way to share your Outlook folders with another person on the other side of the world has made my life easier. I found Shared O several years ago while debating between having a client use an online server or backup and send files via email. Either way, both process was a royal pain and required too much work. It has been close the 3 years and we are still on track.

Shared O allows you to share one or several email, tasks, calendar, and contact folders in a flash. The process is so easy, it is virtually unnoticeable. The program takes less than 5 minutes to install and setup. You should also know that both users must have the same program and cannot interchange between Shared Calendar, Shared Contact, etc. If you have a workgroup, you can purchase the workgroup copy and share between a group of individuals.

Not only will the original email stay in your Outlook folder, a copy is automatically forwarded to the person or persons your have as a shared contact. You can share an unlimited amount of Outlook folders with different Outlook users.

So if you are a Outlook user and have a in-house or off-site assistant, this is a very easy and pain free way to monitor your Outlook files. The company also offers a 14 day trial version.

To find out more about Shared O, Click Here.

Benefits of using an Online Transaction Management System:

1.      Connects to your Office. You can connect virtually with your office so you can spend less time at your desk. You will have 24/7 access to all of your files.

2.      Document Tracking. Allows the Broker and Agent better document tracking methods. With the increasing requirements established by regulatory agencies, brokers and agents must constantly prepare to have all documents available if an audit is required.

3.      Efficiency. The integrated nature of OTMS eliminates paperwork. Brokers and Agents can now burn each transaction to CD. Most OTMS will allow the Broker or Agent the opportunity to select individual documents, messages, emails, and other items to include in the archiving processed.

4.      Lower Costs. Even though the cost of each OTMS varies, the automation of an OTMS eliminates many of the administrative costs associated with a transaction. With the advent of Online Real Estate Assistants, brokers and agents can pay one fee to have a transaction process.

5.      Competitive Edge. Providing OTMS to sellers and buyers allows you to differentiate yourself from your competitors.

6.      Timely Data. The systems use timestamps when transaction steps are assigned, initiated, and completed, providing proof of deadlines. It also contains an electronic repository of the documents.

7.      Better Communication. TMS enables a better consumer experience by letting buyers and sellers know in advance when items or tasks are needed, so there no surprises. In addition, when a common TMS platform is implemented by the MLS, this allows MLS subscribers cooperating on the same transaction to share information and updates with one another more easily.

8.      Better Customer Service. TMS can provide the level of service and responsiveness your customers want.

9.      Security. With secure logins, authentication, and encryption, and by limiting access to only those parties involved with a particular aspect of a transaction, TMS protects the integrity of the transaction and the confidentiality of the parties

10.  Document Retention. The TMS allows you to retain all communication, contact information, documents, and agency requirements online to ensure that you are meeting the retention period.

11.  Document Archiving. Most TMS allows the account holder to archive closed files within the TMS and/or on CD/DVD for additional storage, client copies, office copy, and broker storage.

12. Integration with the MLS computer system. This functionality allows the user to pull property data from the MLS in order to populate the transaction in the TMS. Note: Not all MLS systems integrates with a OTMS.

13.  Integration.  Integration with online form systems such as MBA Forms and Win Forms.

14.  Templates/Task List. Templates containing typical steps and deadlines involved in a transaction in order to get to closing. These templates can be customized based on the steps and deadlines required by your Broker, Local Real Estate Board, or State Real Estate Commission.

15.  Calendar Features. Built-in Calendars that allows the user to schedule and manage unique activities that must occur or be completed during a transaction.

16.  Task Alerts. Alerts are used to notify participants if a task is behind schedule or has been completed. The alerts typically take the form of an e-mail message that it automatically sent at designated intervals.

17.  Touch Point/Drip System. A built-in system that allow documents and emails to be sent to the buyer, seller, and other invited parties throughout the entire transaction. It consists mainly of tips, general documents, reminders, and notifications.

18.  Document Visibility.  Document visibility is designed to allow the broker/agent and transaction coordinator to establish document access to the parties of the transaction

• Site-wide – Everyone with a unique username and password can view a post, document, and function within the transaction.
• Private – Limited viewing access granted only to specific individuals within the transaction.

There is a growing trend in using online transaction management programs. But are the programs worth the investment? Sure. However, the program selected is only as good as its users.

Some agents equate price with quality, other equate quality with ease of use. As a transaction coordinator, I prefer to place value on the ease of use and security of information. If your buyers and sellers are stumped with the program and find logging in a chore, it might not be worth it. If your clients, are constantly calling because they are having difficulties uploading or download documents, posting messages/notes, or are unable to use the email feature, it might not be worth it. Is the cost of having a site with flash and your company images across the top with live links more important than the steps required to login or the functionality of the buyer and seller features?

Of course, cost is always a factor during the decision making process, but if the program is not user friendly, you have literally thrown hundreds of dollars down the drain.

Some of the features you should compare:

• Training and Support – Is training and support available through email, phone, and/or help files? If the OTM only corresponds via email, what is the response time?
• Uploading Capabilities – What is the maximum file size? Most allow PDF, TIFF, JPEG, Excel and Word uploads. But, if you standard contract with disclosures and addendums are over 10 pages, how much extracting and separating is required?
• Client functionality – Can the buyer/seller update his or her own information with ease or can you update the information with ease?
• Action Plans – How easy is it to create, edit, copy and delete action plans?
• How long are the files are kept online?
• Emailing capabilities – Can you send emails directly from the OTM program?
• Notes – Are you able to add online notes?
• History – Is there a tracking system that will allow the account holder to identify user history?
• Availability – Is the system available online or offline?
• Is there an online database that will retain the contact information of buyers, sellers, and other invited parties?
• Archiving – Are there any cost associated with archiving each file?
• Cost – One time fee or setup fee + per transaction or setup fee, per transaction and additional fees?

Prior to making the investment, do the research. You don’t want to invest in a program that will not work for you and your clients.

Another important aspect to review is the activity level. Are you going to use the program or rely on another person to manage the program? The majority of my agents don’t log in daily. That is fine because that is my purpose; I’m the transaction coordinator/client care coordinator. However, they do check during down time to let the buyers/seller know that they are present.

Are the buyers and sellers using the program? Yes. A large number of the buyers and seller I work with do because they are also holding full time jobs and find it easier to communicate via the OTM. Plus, the agent incorporates an overview of the OTM during the listing and buyer presentation. I always take the time to setup a15 minute webinar training session with the buyers/sellers to ensure that they understand the basic functions of the program in addition to providing a printable PDF explaining the basic functions.

An online transaction management program is a great tool to add to your arsenal. Imagine being able to access all of the documents 24/7 as long as you have internet access. No need to have those bulky folders in the car or in transport everywhere you go. You can stay on top of each transaction status using a timeline with reminders, access using your phone, IPAD, etc. Don’t forget, you can also archive the transaction along with a copy of the visual tour, single property site, flyers, cards, and a picture of the client on to one CD or DVD.

Few of the Available Online Transaction Management Programs:

• RELAY Transaction Management
• SettlementRoom
• Transaction Point
• SureClose
• DocCentral

I'm sure there are others being used and/or provided by your local board such as Transaction Desk.

 KVUE News has learned that Austin police are looking into accusations from local real estate agents all alleging a disturbing experience with an unknown man posing as a client. 

Experienced business professionals know that the key to building a dynamic business is to create referral businesses. How do you convince your current clients to provide you with new leads? How do you convince past clients to come back as repeats? How do you surpass the previous service with new services that will “WOW” the client?

Besides creating a marketing plan, a new layout for your pre-listing presentation, creating a brand, or rolling out a new website, an important key is to provide excellent customer service.

When you have an unhappy clients, the unhappy client doesn’t generally complain, he or she does not come back. Additionally, the unhappy customer doesn’t stop there, he or she may tell 9 other people and those 9 will generally tell 9 others and so on. This can cost the real estate agent hundreds of missed opportunities to create more business form prior business.

So how do you know if you are providing excellent customer service? One excellent method is to create a customer survey. Don’t think of the survey as a method to only find out how many unhappy clients you have but think of the survey as a measuring tool used to learn new way to improve your service, technology, processes, website, website forms, listing and closing program, and more.

Many agents don’t engage in surveys because they want the Broker to read complaints or they are too afraid of hearing negative feedbacks. So what do you do in such instances? You can always have them sent to your off-site assistant if needed. My agents never know who submitted a survey; they only learn the result/ percentage of happy versus unhappy, weakness versus strength, expert knowledge versus need improvement.  Another method is to have the client complete a survey form or post card and send to your PO Box.

Agents tend not to survey buyers and seller regularly because many don’t know the value of a good survey. Others think it is too much trouble. Or perhaps, fear of the unknown. But look at it from this point of reasoning. If you have the opportunity to find out that a buyer or seller was dissatisfied with your service, wouldn’t you want the opportunity to make it right before he or she tells nine individuals how dissatisfied they were?

Turn the negatives in to positives!

9/11 is a Day to Remember and it was also the same day that 911 experienced the test of all times.

I remember the events of the John F Kennedy, Martin Luther King, and Robert Kennedy assassination, the news print of the many earthquakes to hit California, the explosion of the space shuttle, the devastated areas in the Midwest from tornadoes, numerous hurricanes roaring up the eastern seaboard such as Hugo, Enron, the devastation in New Orleans from Katrina, and the first African American president of the USA. Each is a part our history and many will remember for decades to come and will pass one to our decedents these events and all of the others that were not mentioned above, too many to write about.

I was the opening manager at Office Depot that day. I remember going on break and as I passed the TV in the break room, I heard the announcer yelling, “A plan just hit one of the twin towers!” Then within a short time and as if my life was moving in slow motion, I saw the second plan come in from the distance and flew in to the second tower! Oh my God, Oh my God, was all I could scream at that point because now I had to find out where family members were. In an instant, the phone lines were jammed. I could not reach any of my siblings and cousins living in NYC.

My nephew worked in building #1, two other cousins’ work in #2, and other relatives worked in close proximity. As I stood there with probably close to 100 other employees and customers, we silently watched in tears the faces of many running for safety, the faces of many in disbelief. We also saw thousand walking across the bridge in to New Jersey will the thick cloud of smoke behind them, people jumping out of the windows to their terrible death, and out safety divisions running to save all that they could, even risking their own lives. Then with horror, we say the buildings collapsed one-by-one. Since the phones inoperable, it took over a day before we were able to reach my nephew and cousins, they were transported out of the city.

America watched in horror as the stories unfold before our eyes on the television, internet, newspapers, and radio. In unity, we saw patriotism. In Charlotte, NC, all the homes in my neighborhood hung the USA flag, traced our lawn with mini flags, mounted flags in our car windows and wore the American flag proudly as pins, hats, t-shirts, sweaters, etc. For once, we became one without the barrier of race, color, religion, or creed. We comforted those in need, prayed for the died, and cheered our leaders to find those that committed the heinous crime on USA soil.

In the days after, we tearfully watched mothers, fathers, husbands, wives, sons, daughters describe the unpredicted and instant changes in their lives that will forever remain engraved in our minds. The changes in their lives, affected our lives. As a result, some found God, others renewed their belief in God, some became angry with God, others renewed their belief in other religious sectors, and others are still undecided. Some opted to retaliate; some remained neutral, while others opted to pray.

I have visited NYC many times over the past 10 years. Each time I look at the skyline and my heart fills with sorrow and tears. For me, the twin towers whispered, "Welcome Home." Now I see the Statue of Liberty sitting in the distance with her torch held high and proclaiming, "United we will always Stand."

The events of 9/11 will forever change the lives of all.