client communication: Polly Wanna CARROT? - 04/12/19 02:01 PM

Polly Wanna CARROT?
For years, I have listened to agents complain about the unresponsiveness of their potential clients or online leads. When I question them about what they think is going on, they usually respond with, "they never return my emails or calls."
The truth of the matter is that people are busy and may not have time to respond every time you reach out. If you expect a response, you must provide them with a compelling reason to WANT to respond to you.  The key is to figure out what you could send (something visual) or something you … (15 comments)

client communication: The #1 Client Communication Mistake - 03/15/19 10:30 AM

The Number One Client Communication Mistake
Do you ever wonder how some people seem to have such a way with words and have absolutely no problem talking to anyone?  Others, however, stumble and find it hard to engage potential clients in a conversation that is anything more than superficial.
When I think about my own real estate journey over the years and evaluate which agents really connected with me, I can pinpoint a very common theme. Some of them just bombarded me with sales tactics and questions that felt scripted, while others really listened to me and engaged me … (10 comments)

client communication: The First 5 Minutes - 02/22/19 03:30 PM

The First 5 Minutes
Successful Presentations Follow The Communication Triangle
Real estate professionals are constantly meeting new people and making strong first impressions. Sometimes these impressions are good and sometimes those impressions are not so good. Whether you are meeting a new potential buyer or seller or even meeting with a client to talk strategy, you must communicate your ability to help these clients within the first few minutes you meet them. You need to lead the conversation with a balance of content, connections, and questions.

Let's drill down those three components:
Content
Always prepare for meetings. That means … (10 comments)

client communication: Effective Communication with Sellers - 11/15/18 05:03 PM

Effective Communication with Sellers
I want to take a moment to discuss the importance of learning how to instill calm communication and conflict resolution at a listing presentation, especially when it comes to talking about price and handling objections.
Too many agents make the mistake of rushing to present all their research and show all their marketing that they forget how important it is to communicate. They forget to ask questions, make eye contact, and slow down when providing information. And this is absolutely critical in building rapport and helping the seller(s) understand how you work. 
There is … (16 comments)

client communication: Serve Solutions, Not Endless Banter - 09/28/18 01:50 PM

Serve Solutions, Not Endless Banter
So many agents I talk to find themselves stuck in this communication rut. Part of the challenge is they don't have a system for effective problem-solving with their clients.
Do you ever find yourself talking with a client to whom you just can't seem to say no? Do you ever find yourself in a conversation with a client who won't stop talking? Do you ever find yourself talking in circles with your clients without ever coming to a resolution? I like to use a system for solving problems with clients that reminds me of … (1 comments)

client communication: Get Your Business Out of Cruise Control - 05/11/18 09:02 AM

Get Your Business Out of Cruise Control
The market has changed dramatically over the past couple of years. Not long ago, agents were complaining that they were overwhelmed by a lack of business caused by the severe housing collapse we experienced. We went from that market to a market where multiple offers are now the norm. In some cases, it's not uncommon to hear about homes that are getting 15 to 20 offers. This has caused both buyer fatigue AND agent fatigue. You spend hours trying to help your clients find a home only to have them lose it … (5 comments)

client communication: The Connected Agent: The Most Important Agent To Be - 02/16/17 05:42 PM

The Connected Agent: The Most Important Agent To Be
Real estate is a business where clients hire you because they have faith that you can help them buy or sell real estate in an easy streamlined manner. Before you can find those clients you have to make connections. A connection can either be in person, on the phone, by mail, by email or simply by an online post that you have written. Connecting is about making an impression with people and becoming top of mind.
Here are 6 ways to connect with your clients.
Past Clients
First and foremost, if … (5 comments)

client communication: September Buyers and Sellers: Savvy & Serious! - 08/12/16 02:57 AM

September Buyers and Sellers: Savvy & Serious!
September is a month of new beginnings for kids going back to school and parents getting back to their pre-summer routine. With the busy-ness of the summer finally behind them many buyers and sellers that did not take action in the summer will be primed and ready to move forward in the fall. September can be the hottest activity month and you may find that your fall buyer and seller list is spilling over.
Sellers who didn't list their home during the summer but who want their home sold before year end … (0 comments)

client communication: 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)

client communication: Six Areas to Address When Getting Your Business Organized - 06/12/15 03:21 AM

Six Areas to Address When Getting Your Business Organized
One of the best ways to give your business a boost is to make a conscious effort to get your business organized. Last week I addressed computer file management.  Here is a list of some additional areas in your business that could use some organizing.
EMAIL MANAGEMENT
Email management is not just about responding to emails in a timely manner. It is about being able to keep important transactional communication easily accessible for when you need it. Losing just one email could be very costly to your business, not to mention … (1 comments)

client communication: The Elephant in the Room - 04/24/15 04:53 AM

The Elephant in the Room
Have you ever been sitting with a client and your gut told you to ask something, but you just couldn't quite get the words out?
This often the case when you are afraid a question will make someone uncomfortable. However, those uncomfortable questions are critical to get at the heart of the matter. You can't start to solve a problem if you don't actually know the full scope of the situation. If you know something isn't right and you are afraid to address it, then it is the quintessential elephant in the room.
For … (14 comments)

client communication: 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)

client communication: Scripts Are Out - 02/26/13 07:15 AM

Scripts Are Out
Five Tips for Effective Communication with Sellers
I want to take a moment to discuss the importance of learning how to instill calm communication and conflict resolution at a listing presentation, especially when it comes to talking about price and handling objections.
Too many agents make the mistake of rushing to present all their research and show all their marketing that they forget how important it is to communicate. They forget to ask questions, make eye contact, and slow down when providing information. And this is absolutely critical in building rapport and helping the seller(s) understand … (9 comments)

client communication: Let Quality of Life Be Your Guide in 2013... and Beyond - 12/14/12 06:35 AM

Let Quality of Life Be Your Guide in 2013... and Beyond
Anyone who knows me knows that I have a long-held belief that the first, and the most important thing in your business, is creating quality of life.
As we wind down 2012 and head in to 2013 I want to encourage all of you to think about your quality of life.
What do I mean by quality of life? If I had to define it simply it would be happiness that is created when there is a good balance between your personal and professional lives.
Sociologists study quality … (7 comments)

client communication: 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)

client communication: Converting Leads: Closing When You're a Supporter - 10/19/12 07:44 AM

Converting Leads: Remember Your Personality Style!Part 4: Closing When You're a Supporter
Last week I presented an overview on personality styles, and presented the idea that the way you close should vary based on the personality of the client.
This is my final Zebra Report in my series on closing strategies based on your personality style - and that of the clients you are trying to close.
If you missed the previous three weeks, be sure to review the Zebra Reports on closing strategies for Promoters, Controllers,  and Analyticals, where I shared effective strategies for closing clients if you … (2 comments)

client communication: Converting Leads: Closing When You're an Analytical - 10/11/12 08:37 AM
Converting Leads: Remember Your Personality Style!
Part 3: Closing When You're an Analytical
Last week I presented an overview on personality styles, and presented the idea that the way you close should vary based on the personality of the client.
Over the past two weeks I talked about closing strategies for Promoters and Controllers, and provided strategies for effectively closing clients if you were one of these two personality types.
As a review of those Zebra Reports, my thoughts on closing are this: there is no such thing as a one-size-fits-all closing formula. If you try to convert, and "close" with … (4 comments)

client communication: Converting Leads: Closing When You're a Controller - 10/05/12 02:18 AM
Converting Leads: Remember Your Personality Style!
Part 2: Closing When You're a Controller
Last week I presented an overview on personality styles, and presented the idea that the way you close should vary based on the personality of the client.
Seems simple, right?
The truth is many agents are taught to close the same way - by using a formula that's supposedly "foolproof." I'm here to tell you there's no such thing as a one-size-fits-all closing formula. As I said last week, if you try to convert, and "close" with the same message, and in the same style for each and … (1 comments)

client communication: Successfully Converting Telephone Leads - 09/21/12 02:14 AM
Successfully Converting Telephone Leads
Two weeks ago I talked about converting internet leads and last week I talked about converting "live" leads. Today I want to talk about converting telephone leads.
By far the most difficult lead to convert is the telephone lead, but agents who can master this type of lead conversion can double or triple their results with very little effort.
You probably won't be surprised to hear me say that the way to successfully convert telephone leads is to differentiate yourself. Differentiation is a key concept that runs through my coaching and training of real estate agents.
(4 comments)

client communication: Successfully Converting In-Person Leads - 09/14/12 02:15 AM
Successfully Converting In-Person Leads
After my Zebra Report last week on converting internet leads agents reached out with many comments. I was actually surprised to hear that many agents have sworn off pursuing internet leads because of bad experiences, and who want to go back to the good, old-fashion method of being live in front of potential clients.
But they tell me they're having trouble converting these live meetings into working relationships with clients.
Some agents are masters of this kind of conversion. No matter where they meet people, or how unrelated to real estate their first meeting may be, … (6 comments)

 
Denise Lones, CSP, MIRM, CDEI - Real Estate Coaching & Branding (The Lones Group, Inc.) Rainmaker large

Denise Lones

CSP, MIRM, CDEI - Real Estate Coaching & Branding

Bellingham, WA

More about me…

The Lones Group, Inc.

Address: 2200 Cornwall Ave., Bellingham, WA, 98225

Office: (360) 527-8904

Email Me

Join Denise Lones each week as she looks at the world of real estate and the world at large from customer service to the importance of listing presentations in a one-on-one style. Denise has more than 20 years of experience as a successful agent, broker, trainer and coach. Denise is someone in the know when it comes to real estate.


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