By Brooke Wolford
You may wondering what science has to do with sales…really what I am referring to is the chemical reaction that happens in your clients brains that ultimately leads them to begin a relationship with you. What mental perception does your client get that triggers a spark?
You can look at the beginning process of a client contacting you for the first time. What initiated their contact with you? There are several levels a client could be at in the process, all stemming from how they initially contacted you.
- They randomly came across your name somewhere, but they really don’t know much about you.
- They came across your name and have done a lot of research on you and are ready to sign a contract with you.
- They were referred by a friend or business partner and may or may not be sold on you yet.
Realistically, you can look into these three things to “get inside their mind.”
The person in #1, it’s still up to you to sell them your services. What you should be doing is researching your competition and finding out what led them to you. You can really figure someone out by their impulse decisions. You can think of it like when someone is standing at a cash register and they end up grabbing something close by the register. Was it just because it was there or was it because they needed it? Continue reading »
By Dave Robison
A few years ago I experimented with a very powerful lesson. I was four hours away from home and had a potential seller call me up. Becky explained to me that due to time constraints she could only meet with me at 6 p.m. I wasn’t due home until 8 p.m. I decided to leave early and I told her I would make it work.
After listing her home at that appointment, on my way out the door she said, “Ohh…you didn’t leave early just to come to our appointment did you?” Naturally I wanted to say, “Oh no…I had other things to do as well.” Or many other people say, “Ohh, I do it for all my clients.” Or people say, “Oh, it’s no problem. Don’t worry about it.” Saying any of these actually make you a failure at relationship building. I recognized that this was a moment of relationship building power. It popped in my head because I had been listening to tapes by Robert B Cialdini on Influence. I also recognized that I needed to be honest. How many people say, “Oh, it was no problem; I was planning on coming here anyway.” They basically lied. Your intent for leaving early was the appointment so don’t dodge that. Tell the truth and embrace the moment of power. So I said to her, “ You bet I did.” She started to blush as her eyes grew big with gratitude and she said, “Noooo, you shouldn’t have.” She is a very high “S” personality on the DISC which S personalities don’t like to be a burden on others..they are the peacemakers. I continued, “Of course I did…that’s what we do for each other.” Our relationship grew that day. We had a stronger and closer relationship. It didn’t just make her know I’m committed to her…but it also made me feel great and closer to them.
Now for the cherry on top. The next morning I got a call from her neighbor. Her neighbor recited the exact story to me and said, “I want you to list my house.” I got two high-priced listings in that neighborhood. And I continue to get listings in that neighborhood because after selling those two homes word got around that if you want something sold you need to call Utah Dave. That day, I learned from personal experience that changing one sentence can be the difference between success and failure.
Dave Robison, known as “Utah Dave,” is a broker of Robison & Company Real Estate.
By Brian Copeland
I’ve been a part of many referral organizations in my short real estate career. Some have been a wasteland of nothingness. One or two others have been the Promised Land of Income. In my time, however, I’ve never seen a new force of referral energy emerge on the scene until now. The YPN referral network is booming.
Daily, yes, daily, I receive word of someone closing deals together across the miles. I’m seeing praises on facebook walls about a client well-served by a network member. I’m hearing story after story of YPNers cooperating from coast to coast. Two questions: Is YPN the next big referral engine? Why is this medium for REALTOR®-to-REALTOR® referrals growing so much?
The first answer is easy. Yes, YPN is the next big, if not the current, big organic referral engine, without question. More importantly, I think we need ourselves and our surrounding organizations to understand why.
1. I’ve honestly never been a part of such a close-knit group of people. Even as a former fraternity president and director of youth leadership programs, what we have is rare. Our generation has the knowledge and power to leverage strong, deep relationships that begin either in person or online and continue to grow in media like Facebook, Twitter, YouTube and Foursquare. While other groups are scratching their heads, criticizing “all the computer play” as a fad, our YPNers are oblivious to the confusion. We’re just roller skating along enjoying the moments.
2. Our demographic is hot in real estate sales. Gen Y and Gen X buyers and sellers are the majority of the market. While many of them still work with agents out of our generations, many are now comfortable with the level of professionalism we all continue to bring to the table. No longer is the argument, “Ah, they’re new and too green to the business,” valid. We are an arsenal of smart, hard-working, ethical REALTORS®. Continue reading »
By Randy Pereira
Regardless of what we call ourselves; REALTOR®, Agent, Consultant, salesperson… the bottom-line is, we are in a “Customer Service” business. Our service is what sets us apart in this field.
You can impress customers with the latest and greatest toys, perhaps even with the remarkable gift of gab. However, at the end of the day, it is how well you serve your customer that leads to repeat business and/or referrals.
So what does all this “Customer Service: C.R.A.P.” mean…
C is for Communication: Lack of communication is always cited as a problem, especially in our industry. Discuss what is to be expected communication-wise from you and your customers. *Is your definition of a timely response really the same as your customers?
R is for Respect: Treat your customers with the same level of respect you would give your boss… let’s face it, they are! If you need to quit, don’t burn your bridge in the process.
A is for Attention: Never be too busy to pay attention to the little details. It is the little things we do in this business that add value.
P is for Pride: If you are going to do the job, take pride in your work. Always look for ways to improve on a process, not just go through the motions. Your customer is watching what you’re doing, and your next customer probably is, too!
We’ve all had terrible customer service experiences in our own lives. Are you being that terrible experience for your customers? Hopefully these basic principles will help you, as they have for me.
By Brian Copeland
Over the past few months, I’ve been catching wind of a LOT of referrals between YPNers. As Daddy Goose, I’m so proud! As Daddy Goose, additionally, I think it’s important we chat a little about how to handle those agent-to-agent referrals.
Three weeks ago, I sent out three referrals to three different REALTORS®. None of those agents followed through, forcing me to back step and save face with my clients. Now, I know none of you reading this would have done that, but just in case one of those slackers stumbles upon this, here’s my good, ol’ fashioned checklist of best practices.
1. When you’re contacted by an agent, respond in his or her contact medium. Simply put, if he/she emails you, email them back. If he or she calls, pick up the phone and call them back. Now, if he or she says on the voicemail, “You can just email me at…” then you’re good, but Daddy Goose calls communications faux pas for any other behavior.
2. Include the agent in all client communications until he or she asks you not to. Over-communication is better than no communication. Even if you send a simple email that says, “Hey, Joanne. Just wanted to let you know, it’s been three weeks, and your buyer is still receiving daily listings, but won’t be in for another two months. I wanted to touch bases to let you know. Thanks, again, for trusting me with your buyer,” that’s a perfect way of giving that agent peace of mind.
3. Get the referral agreement to the referring REALTOR®, ASAP. Last week, I heard a horror story of a YPN who “trusted” the REALTOR® to do the right thing when she sent the referral. She didn’t see her money and had no documentation to support anything. Will she ever refer to that agent again? Of course not, and this was a supposedly a good friend! We have contracts and written agreements for a reason. Use them quickly, clearly and wisely.
4. Make contact with the REALTOR®’s referral your top priority. If an agent calls/emails/messages you at 10 a.m., you need to have reached out to his referral within the hour. No matter if they answer or not, let the agent know you have been in touch. It will give him the assurance he called the right REALTOR®! Continue reading »
By Jennifer Klein
Sometimes short sale clients need to be referred to a tax professional or real estate attorney. Overcome your fear of losing the listing and do your due-diligence as a real estate professional.
Jennifer Klein is a REALTOR® in Northern California who is experienced in short sales, investments, and property management. Connect with Jen at RosevilleAndRocklin.com, JenKlein.com, and @JenKleinSac.
By Jared James
Tell me that you have not ever had the experience of being fully committed to someone else, passing all of your leads to them, only to look on the MLS one day to see that they have listed their house through some other REALTOR®. Is there anything more frustrating in the world? Well, of course there is. But this is maybe a close second.
So the question becomes how do you avoid this in the future; or even better put, is this avoidable?
The obvious answer is “yes”… but how?
I have had the fortune of hearing from and working with thousands of REALTORS® from all over the world over the last 12 months and I truly believe that the answer lies in something as simple as being intentional with your business. It amazes me how many real estate professionals create a network of other business professionals that they refer their clients to on a regular basis and never really bother to make sure that the people they are referring to are just as committed to them and the success of their business.
Now, if you can relate to this say “aye,” but don’t worry because you find yourself exactly where the majority of REALTORS® do. The only question now is what are you going to do to make a change and become more intentional with your business?
Step 1 – Contact everyone that you have referred business to in the past, or will consider referring business to in the future, and have what I call “the talk” with them. Have a casual conversation with them and then at some point mention that you run into people all the time that you could possibly send their way and are they interested in receiving these referrals. Their response is obviously going to be a resounding yes. Now is the time to let them know that you just have certain business practices that you follow and one of them is that you don’t commit to any other business that is not just as committed to you. Follow this up by asking them if they have a REALTOR® that they are committed to. The best way to get to the bottom of this question is to ask them if they were to buy a house, or sell their own right now, do they have a REALTOR® in mind who they would be working with. If they don’t have anyone in mind, use this as an opportunity to form a reciprocal relationship with them where you are both just as committed to each other’s businesses. Keep in mind that you may want to have this conversation with some of your people over the phone, while others may be better suited to be had over a cup of coffee. It is up to you to determine which is appropriate according to the relationship that you have with them. Continue reading »
By Kelly Reark
What ways do you network with your fellow real estate agents? Do you walk away from a happy hour or business card exchange really knowing much about them or their business? Likely not. Do you ever wonder why?
Having a pocket full of business cards is one thing, but getting to know other real estate agents is another, and very beneficial. You want to broaden your referral network with more than just a name on a business card.
Recently, I made it my mission to take networking a step further. I had collected business cards from a real estate retreat that I had attended. I began with an agent I thought I could refer business to that is in a market about two hours from me. She brought in another agent, who brought in another agent… and on and on. The best part is that we all have specialty areas in which we work. We have spent a full day in many of our markets, learning about the areas from one another. The plan is to keep learning and growing. It is amazing how much we are able to teach each other. Frequently, our preconceived notions of an area were corrected.
I now know that I have a completely fabulous, intelligent, trustworthy, bright agent network to refer my customers to in a variety of market areas. I know that they will be taken care of, and so will I. I know that if they have sticker shock in one location, they can be referred out to another with similar lifestyle qualities. Or if their preferred lifestyle is not available in my market, I know which agent to send them looking with. Plus, I can call on them to tap into resources or fresh ideas for marketing, technology, and peer training. My network of international agents grows stronger by inclusion of each of their networks. Continue reading »