client care: Up Your Game - With Video!
- 02/26/16 06:34 AM
Up Your Game - With Video!
I have been talking about the power of video in a real estate agent's business for years. However, it seems that the nervousness most real estate agents feel about being seen on video or the unknowns of the production side holds them back. Whatever has kept you from fully utilizing video in your business has to be addressed in order to tackle this powerful client care and lead generation tool.
Imagine you were a seller and had hired an agent to list your home. Would you be more impressed with an agent who … (3 comments)
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client care: Persistence is Powerful: Lessons I’ve Learned from Mati
- 02/19/16 02:05 AM
Persistence is Powerful: Lessons I've Learned from Mati
Her name is Matilyn (I call her Mati or Monkey) and she is one of my daughter's best friends. After years of her spending time in my home and at horse shows together she has become my friend too. In fact, my daughter jokes that when Mati comes to visit, she is really coming to visit me. Mati is one of the most persistent people I have EVER met in my whole entire life and to say she has edged her way into my life and my heart is an understatement.
… (1 comments)
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client care: The Expertise Opportunity
- 10/09/15 04:13 AM
The Expertise Opportunity
For this week's Zebra Report, I'd like to start off with a quick exercise. Ready?
Think about the last vendor you were really impressed with. It could be a lender, inspector, or it may not even be someone in the real estate industry. It could be a florist, an interior designer, an accountant or even your insurance representative. Who was it and what was it about that particular interaction that was so memorable?
I will give you a hint. It probably came down to two things - expertise and time.
We love people who have expertise … (1 comments)
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client care: Interpreting Cues and Clues from Your Clients
- 08/20/15 09:31 AM
Interpreting Cues and Clues from Your Clients
One of the biggest challenges facing salespeople is picking up on the cues from your clients. Whether in a conversation or through their actions, clients give us cues all the time. Your challenge is to interpret these cues as clues to your next move.
We do presentation role-playing work with agents in our Mastery coaching program and our ENCORE group. It is not unusual to be working with an agent doing a presentation and have them miss a cue I have given. Sometimes that cue is avoided intentionally because the agent doesn't … (0 comments)
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client care: The 8 Biggest Communication Mistakes Agents Make with Clients
- 07/24/15 07:57 AM
The 8 Biggest Communication Mistakes Agents Make with Clients
One of my favorite things to do in my real estate training is to work with agents one-on-one to help them see how they communicate with their clients. I will even videotape them. I critique their performance and together we identify flaws in their communication style and we make a plan for improvement.
None of us get trained enough in the art of communication. And very few people have ever had anyone critique their communication style. In a role play setting, I watch how agents display body language and voice tone. … (1 comments)
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client care: The Accidental Business Building Event
- 06/30/15 07:43 AM
The Accidental Business Building Event
When I was actively selling real estate I stumbled upon one of the MOST amazing business building events. I didn't plan on it. I didn't expect it. It just occurred from a single action I took for my sellers on their moving day which then became my signature act of kindness.
It was fairly early one Saturday morning and I had just finished grocery shopping. I was driving home when I remembered that one of my clients was moving that weekend and their new home was not far from the grocery store. I decided … (4 comments)
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client care: Community Service Client Appreciation Events
- 03/27/15 02:29 AM
Community Service Client Appreciation Events
I am often asked what kind of client appreciation events are the most successful. I am a big fan of client appreciation events because they give you an opportunity to reconnect with your past clients. It is a time to celebrate your clients and to thank them for their business and loyalty.
I have helped agents plan and hold dozens of different types of events and I enjoy helping an agent find the right type of event for their personality and clientele. While most events include a nice venue, good food and some form … (0 comments)
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client care: 10 Ways to Boost Your Business Any Time of the Year
- 03/06/15 01:50 AM
10 Ways to Boost Your Business Any Time of the Year
If you find yourself feeling that you aren't where you need to be in your business, I have some great ideas to help you take action and get you moving forward. The key to mastering any business or even sport is to keep taking the action you need to improve. Many real estate agents get stuck and stop making progress because when they don't see immediate results. However, if you focus on the action rather than the results, the results will come.
Here are 10 ideas to jumpstart … (2 comments)
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client care: Connect with Your Clients with an Annual Client Review
- 12/05/14 05:25 AM
Connect with Your Clients with an Annual Client Review
The holiday season is a great time for people to connect and reconnect with each other. Every year at this time agents ask me what they can do to connect with their clients in a big way during the holidays.
While I do agree that it is nice to get a holiday greeting of some sort, I feel it is much more productive for your business to focus your energies on making a strong impression that pertains to your client's real estate investment - their home. Therefore, I encourage agents … (1 comments)
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client care: One Person Can Make a Huge Difference
- 11/21/14 12:38 AM
One Person Can Make a Huge Difference
Recently, I traveled to New Orleans to speak at the National Association of REALTORS® Convention for the Women's Council of REALTORS®. I had never been to New Orleans before and was excited to see what was in store for me there. I traveled with Shauna from my company and we stayed at a hotel that had a restaurant that we frequented daily for breakfast.
The first day we arrived in the restaurant, we were pleasantly surprised at the great service we received from our server, Byron. But Byron didn't just provide good … (1 comments)
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client care: Mastery: The Key To Success in Anything!
- 06/06/14 04:16 AM
Mastery: The Key To Success in Anything!
Have you ever wondered why some agents seem to do so well in real estate while others seem to struggle continuously? What I have learned over the years of coaching and training agents is that real estate is a profession that allows for individuality and uniqueness. In fact I am a firm believer that there is no such thing as a "one size fits all" program for success. The key to success in anything is to develop mastery in your field. It could be mastery of lead generation, client care, follow up … (0 comments)
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client care: The Property Purchase Analysis: A Smart Assessment Tool for Homebuyers
- 01/23/14 06:05 AM
The Property Purchase Analysis: A Smart Assessment Tool for Homebuyers
Real estate agents wouldn't list a house without doing a CMA for the seller, but many agents who work with buyers don't provide an in-depth analysis prior to writing an offer. While some agents do take the time to run some stats, there is much more to doing the kind of analysis that helps buyers make an informed buying decision.
By the time a buyer finds the house they want to make an offer on, they may have been inundated with information on many homes and many areas. Their … (0 comments)
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client care: Automatic Listing Information: To Send or Not to Send
- 01/22/14 06:27 AM
Automatic Listing Information: To Send or Not to Send, That is the Question!
Ask most agents and they will tell you that they love the ability to send their clients listings through their MLS. How easy and streamlined it seems to be to just click a few boxes and then voila! - the client receives new listings as they come on the market, keeping the client up-to-date on inventory.
In theory it sounds great, but in reality you could be turning clients away from you!
When you are working with a client who is entrusting you with the job … (5 comments)
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client care: 2014 Business Planning: Providing Stellar Service to Past Clients
- 12/20/13 03:06 AM
2014 Business Planning: Easy-to-Follow Referral Generating System
My last two Zebra Reports (Increase Your Referral Base and Easy-to-Follow Referral Generating System) have illustrated not only the importance of staying in contact monthly with your database (made up of both potential and past clients, also called sphere of influence or SOI) but also an easy plan to follow that keeps you top of mind with this database throughout the year.
But those people who have done business with you should get a little bit more of your attention.
Your clients expect you will do a great job for them during … (2 comments)
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client care: 2014 Business Planning: Increasing Your Referral Base
- 12/06/13 01:25 AM
2014 Business Planning: Increasing Your Referral Base
At the end of the year most agents look at the business and how they did throughout the year to learn from their successes and failures and make their adjustments for the year to come. When doing this, agents tend to focus on their total production, income generated, time worked and overall pace of their business.
However, what they often neglect to focus on is the power of the individual relationships they have established with new clients over the year and consider how they may do more to build those relationships.
According … (1 comments)
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client care: WHAT IF? Essential Words When Working With Buyers to Write an Offer
- 08/29/13 08:47 AM
WHAT IF? Essential Words When Working With Buyers to Write an Offer
Over the next several weeks, I am going to be covering the importance of two little words: "What if?"
Simply asking this question in a variety of scenarios will not only help you gauge what your clients are truly feeling about an issue, but it can also be a good tool for your clients to realize just how strongly - or not - they feel about an issue.
For example, let's say your buyers have found their dream home and they are ready to make an offer. … (3 comments)
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client care: Expectations: Managing Them is Essential
- 08/23/13 04:49 AM
Expectations: Managing Them is Essential
Every customer has an expectation when buying a product or service. Most of us don't even think about expectations until there is a problem with the product or service we have paid our hard-earned money for.
In real estate sales the expectations are numerous. We have all worked with buyers who expect you to find them their perfect house for the least amount of money possible; they expect to write a low offer and have you do your magic and get it accepted. Sellers expect you to walk in their home and agree with … (2 comments)
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client care: Damsels in Distress
- 05/03/13 01:40 AM
Damsels in Distress
A funny thing happened on my way to teach my EVOLVE class a couple of weeks ago and I can't wait to share this story of exceptional client care with you.
My CEO Shauna Naf and I were on our way to teach EVOLVE when we noticed a strange sound coming from the right front wheel well. The noise continued to increase and become more ominous, and soon we knew that we would have to pull over and get help. But where do you go for help at seven in the morning with a car problem … (4 comments)
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client care: The Essentials of Working in a Faster Market
- 04/12/13 02:55 AM
The Essentials of Working in a Faster Market
For almost five years agents have found themselves working in markets where sellers' homes sat on the market for extended periods of time as buyers sat on fences. The market was slow to say the least and the buyers and sellers were slow to make decisions. Fast forward to 2013 and some agents in some markets find themselves in markets moving so fast that some buyers can't even write offers fast enough to have them presented. By the time they have made their decision to buy a particular home that home … (5 comments)
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client care: Why You Should Be Doing Annual Client Reviews
- 12/07/12 05:15 AM
Why You Should Be Doing Annual Client Reviews
I can just imagine the furrowed brows out there as you read this title. You're probably thinking - what is this "Annual Client Review" that Denise is talking about... and why would I even care about it?
When I was actively selling I was very successful. And I attributed a great deal of that success to the Annual Client Review (ACR) I created for my clients each year.
The Annual Client Review isn't fun - like a client appreciation event. It's not glamorous, and it's not "sexy". It's not the latest … (4 comments)
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