ARIZONA 8-23-21

ARIZONA EDITION

CONCIERGE CARE: Services that Lure Clients and Transform Your Reputation

1 Billion-Plus Reasons Why You Should be Active on Facebook FEATURED AGENT

INCORPORATING CHARITABLE GIVING

JULIE CALZA

IN YOUR REAL ESTATE PRACTICE

COVER STORY

BARBARA WILSON, ASSOCIATE BROKER

CRS, GRI, CLHMS, AHWD, PSA, SRS, C2EX, PMN

ARIZONA EDITION

JULIE CALZA

It was clear from the start that Julie Calza “I put all our listings out into would flourish as an agent in the9greater through email blasts and our 19 Phoenix region. “When I purchased a home she says. “We also really try to through a real estate agent, he offered me a ers sell to other military famil job,” Julie explains. “I decided to go for it, that by utilizing our vast netw and entered the Phoenix Area Real Estate country to find the right buy world in 2015.” She quickly realized the she’s on the right path, as the lack of reliable real estate representation her business has doubled from available that understood the unique diffi“I’m really passionate about culties military members and their families able scenarios for our clients face in buying and selling homes. So she an environment that allows developed her own business to provide a maximize their equity.” solution so that BARBARA her community would not WILSON JULIE CALZA need to struggle as she and her family had.

Julie is intertwined with her c In her first full year of real estate, Julie closed 58 transacloves giving back as much as possible. Sh tions, and then 97 the following year. She hasn’t slowed of the Fighter Country Foundation, which down since, currently spending ample time further trainspread charitable impact to Luke Air Force B CONTENTS ing and developing her team; CalzaCo (short for Calza to improve the lives of Luke Airmen. “I rece Community). “I want to be able to meet my community unteer at a back to school bash for military where they are, and have trustworthy, qualified profeswe handed out backpacks filled with sch 4) CONCIERGE CARE: 16) 1 BILLION-PLUS REASONS sionals available to guide them where they want to go. I Julie is also proudly part of the military adv SERVICES LURE YOU SHOULD ACTIVE don’t wantTHAT the military community viewed as WHY just a niche, InstantHandz,BE which has created a platform to CLIENTS ANDthan TRANSFORM ONthat.”

FACEBOOK we are more that, my people are more than As members of the military community earn ex the #1 VA real estate agent team in Arizona by MLS data, improve their quality of life by pairing them YOUR REPUTATION it’s safe to say Julie Calza at the helm of CalzaCo is makto help with “honey-do” type tasks that are 20) EMOTIONAL FLUENCY: ing waves in that mission. and dignifying.

Julie is passionate about the 6) INCORPORATING HOW TO COMMUNICATE WITH the Real Estate industry, “Think about a BI “My husband GIVING was in theIN Air Force, and I served in the WHEN prep solution that supports your local militar CHARITABLE CLIENTS TENSIONS Marine Corps,” Julie explains.

“Essentially, what I wanted YOUR REAL ESTATE PRACTICE ARE HIGH gets to live up to being military friendly, the to do was figure out a better way to help educate military to feel good, and lives are positively impacte families on their VA loan benefits, and make sure they are protected in the process.” Passionate about empowering Recently recognized as a top agent in br military members and families to make the best decisions winner, Julie dedicates time to teaching oth Phone 310-734-1440 | Fax 310-734-1440 possible, she likes to say she ‘sells houses to build commuto build consistent businesses. “I love show mag@topagentmagazine.com www.topagentmagazine.com nity.’ Understanding the ins and |outs of VA loans, and the to actually grow and make our communities unique veterans military members oftenprior consent versusofjust from sale to sale and not re No portion of thischallenges issue may bethat reproduced in and any manner whatsoever without the going publisher.

Top Agent Magazine is published

by Feature Publications GA, Inc. Although precautions are takenimpact.” to ensureIn thethe accuracy published face, she eliminates stress and makes the process enjoyable. future,of she wants to create mo materials, Toponly Agentdoes Magazine cannot be clients held responsible for and opinions supplied by its Not she help her purchase sellexpressed homes or facts opportunities forauthors. military spouses and veter To subscribe or change address, send inquiry to mag@topagentmagazine.com. while obtaining the best terms to fit their needs; she also them with skills they can take anywhere. “I’ Published in the U.S. provides a platform for them to grow their future familial make not just a more prolific mentorship pro stability within the military lifestyle. leverage funds back in the community.”

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For more about Julie Calza and CalzaCo,

mailto:mag@topagentmagazine.com http://www.topagentmagazine.com

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Concierge Care: Services that Lure Clients and Transform Your Reputation It’s a no-brainer: customer service is central to success in the real estate industry. While properties may be the product, this industry really revolves around people and the relationships you cultivate along the way. With that in mind, how would you describe the service you provide? If solid service is the baseline, then to set yourself apart you must deliver service that’s exceptional. But, how? Returning calls and displaying a friendly face won’t necessarily separate you from the pack. If you really want to take your customer service to the next level and build a reputation for white-glove, concierge-level courtesy, then keep a few of the following tips in mind as you create a professional style that’s completely bespoke.

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Make your communications matter For many agents, communication during and after a transaction are perfunctory affairs, with one-sizefits-all newsletters or promotional postcards that feel mass-produced. To really grab the attention of your clientele, you’ll want to build a recognizable brand. To accomplish this, begin by adding value to your regular communications. Clients are likely to bypass your communications if they think your only intent is to sell them something. Focus instead on creating content that’s compelling and dishes out value to your clientele. Just like a favorite blog you revisit again and again for its quality content, con-

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sider your communications as an extension of your brand and identity. A few popular ideas from which clients can derive value include: local restaurant guides, tax tips for homeowners, reports on home values and the marketplace, or highlighting home décor and landscaping trends. Make your communications readable and useful, and your clients past and present will think twice before skipping past your name.

Showcase the lifestyle Clients remember when you go the extra mile, and that additional effort distinguishes run-of-the-mill agents from high-powered professionals. Whether listing or buying, consider a property’s lifestyle.

First, think about a client’s everyday experience.

Where’s the best breakfast spot nearby? How’s access to public transportation or bike paths? Which outdoor recreational opportunities exist in the area?

Where might your client swing by for coffee?

Neighborhood guides that outline the livability of a home and its area not only boost value and highlight potential, but they also demonstrate your ability to think outside the box and connect on a personal level. After all, a home isn’t just a house; a home is all about the daily experience that unfolds within and beyond those four walls. With that in mind, do your homework and make yourself a local expert.

Your clients will feel they’re in good hands and will better envision their future unfolding, all thanks to your thorough legwork.

Customize your approach to clients As an agent, it’s only natural that you build your own daily routines and practices that keep your business running. While it’s necessary to create positive habitats that streamline your workflow, it’s also important to remain adaptable. For instance, Millennial clients may prefer to chat by text, instant Top Agent Magazine

message, or email, whereas older clientele may prefer face-to-face time or connecting by phone call.

Adapting your communication style is as simple as a brief discussion: ask your client how they prefer to communicate and adapt accordingly. While it may seem like a small matter, it provides clients with a sense of comfort and control. Again, the key here is communication. Talk with your clients about their preferred methodology. Maybe they prefer a marathon house-hunting trek on a weekend day, or perhaps they rather sift through listings online before making in-person visits to a narrowed list. It’s okay to encourage clients or fill them in on industry norms, but it’s important to create an experience that’s tailored to their style and personality.

Authentically seek feedback While it may feel uncomfortable, asking for feedback during and at the end of a transaction can dramatically improve your working style and professional blind-spots. It can also help you adapt your working style to better suit your respective clients.

Of course, it’s important to be open-minded and to quash the need to be defensive. Not all feedback will be useful, but you can incorporate the parts that are. This not only grows your skillset, but it also demonstrates to clients that you are open to constructive criticism and sincerely prioritize a job well done over personal praise. As a bonus, positive feedback can be parlayed into client testimonials, which are incredibly useful tools to boost your business on the whole.

It’s no secret that real estate is a busy, self-determined business. While your client care may feel all accounted for, there is always room to grow. Professionals at the top of their field know this and never stop building out their repertoire. If you want to take your business to the next level and create an imprint that’s synonymous with concierge care, then keep these ideas in mind as you build your relationships and your brand.

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Incorporating Charitable Giving in Your Real Estate Practice

As real estate professionals, taking part in the community and serving others is central to a long-lasting practice. After all, agents are in the business of homeownership, building a financial future, and helping their clients begin new and fruitful chapters. With that in 6

mind, how might an agent deliver that spirit of service in a broader sphere?

The truth is, charitable giving offers nothing but upsides. Contributing to a worthy cause is a noble and meaningful endeavor, but it

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Contributing to a worthy cause is a noble and meaningful endeavor, but it also presents positive byproducts for the giver: tax write-offs, name recognition in the community, and the ability to expand your network.

also presents positive byproducts for the giver: tax write-offs, name recognition in the community, and the ability to expand your network. If charitable giving is an idea you’ve toyed with, or a practice you’ve engaged in only now and again, here are a few ways to make it a foundational element of your business and a win-win for all.

Find causes that speak to you.

Donating funds or resources can feel anonymous if you’re divorced from the organization you’re working with. While national and international charitable organizations are certainly effective and worthwhile, you might consider partnering with local chapters of those organizations, or identifying hyper-local organizations that address need in your state, county, town, or even your own neighborhood. The first step to establishing a charitable relationship is to find a cause that you genuinely care about. For many, animal rescue is a tangible cause where resources and volunteership are always welcome. For others, children’s health and advocacy is a calling. Regardless Top Agent Magazine

of your personal passion, participation can be big or small. From sponsoring a local youth sports league to partnering with an area animal shelter for their annual spay-athon event—there are all sorts of ways to make a difference.

Unite your team for the common good.

One way to make charitable giving a staple is to do it in arm and arm with others. Supporting a local cause is a great way to bring your team together in a unifying capacity. Hosting coat drives in winter, blanket drives for local animal shelters, or backpack drives for needy students at the start of the new school year— all are straightforward and highly useful, direct ways to give to your community as a team. It’s also important to set collective goals as a way of keeping people motivated and accountable over time. Offices are productive, but often hectic spaces.

Injecting a collective goal with a positive, tangible result can create an ambiance of goodwill and generosity—both of which are worthwhile attributes to cultivate as

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the leader of your team. Lastly, consider timely giving as a way of connecting your team to their community. Natural disasters, local fundraising drives, and improvement funds are all direct ways your team can contribute, while they themselves reap the benefit in the community.

Include clients in the process.

You’ve likely heard of charitable donations made in the name of your client as an alternative to the classic closing gift, but there are a few ways you might update this method of giving. For starters, consider including your clients in the selection process. Do they have a special cause that’s close to their hearts? Likewise, you might

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consider making regular, consistent giving a part of your routine post-closing. Instead of following up with your yearly poinsettia plant or pumpkin, you might find a cause in their neighborhood or township that you can support in their name. It’s wise to choose something apolitical, but a cause that’s hyperlocal to their area demonstrates unique thoughtfulness.

There are plenty of ways in which society as a whole can benefit from charitable causes that build goodwill in the world, support those less fortunate, and bolster a positive future. Incorporating charitable giving in your business model is a generous way to make this mentality a central tenet of your team and a defining characteristic for your clients to remember.

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BARBARA WILSON, ASSOCIATE BROKER

CRS, GRI, CLHMS, AHWD, PSA, SRS, C2EX, PMN

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Top Agent Barbara Wilson of Realty ONE Group Integrity, assists clients throughout Tucson, Oro Valley, Catalina, Marana, Vail, Sahuarita and Green Valley.

A resident of Tucson since 1975, Barbara Wilson has always been drawn to real estate. For years, she served as a real estate paralegal, where she had an opportunity to master the industry from the ground up. In 2003, she switched tracks and pursued her license, and since then, she has established a network of satisfied clients that spans not only the state, but also the world. Today, Barbara is an Associate Broker for Realty ONE Group Integrity, where she assists clients throughout Copyright Top Agent Magazine 10

Tucson, Oro Valley, Catalina, Marana, Vail, Sahuarita and Green Valley. Her niche market, “Finding the View for You”, borders the Tucson Mountain ranges helping second home buyers find their dream home for golfing, tennis, biking and hiking, as well as retirees, relocation, military, and first-time home buyers.

Barbara is passionate about staying on top of the market through education and is equipped with Top Agent Magazine

eight designations/certifications, including: CRS - Certified Residential Specialist (the PhD of real estate); GRI - Graduate of the REALTOR® Institute; CLHMS – Certified Luxury Home Marketing Specialist – Guild Status; AHWD – At Home with Diversity; PSA – Pricing Strategy Advisor; C2EX – Commitment to Excellence; SRS – Seller Representative Specialist; PMN – Women’s Council of REALTORS® Performance Management Network.

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Barbara is passionate about homeownership rights.

She is a Golden R President’s Circle Major Investor of the REALTOR® Political Action Committee which advocates for federal, state, and local policy initiatives that strengthen the ability of Americans to own, buy, and sell real property.

Having already completed approximately $6 million in production in 2021 alone, Barbara is most fulfilled by the ways in which real estate compliments Copyright Top Agent Magazine 11

Barbara’s niche market, “Finding the View for You”, borders the Tucson Mountain ranges helping second home buyers find their dream homefor golfing, tennis, biking and hiking. her passion for helping others. “In my career, I get to meet the most amazing people—from astronauts to doctors, Emmy award winning writers to artists.

It’s so rewarding to find my buyers the house that makes their heart sing or help my sellers begin the next chapter in their lives.”

When listing a property, Barbara ensures an efficient transaction. After helping her clients fully Copyright Top Agent Magazine 12

prepare their home for the market and providing them with top-notch professional photography, videography services, as well as virtual staging when needed, she shares their listing via a mix of targeted digital and social media campaigns.

While seeding each property to a network of more than 200 third party websites, she caters her process to each individual seller, personalizing every decision to their needs.

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Elsewhere, Barbara is just as hands-on when assisting her buyers, leveraging her acute knowledge of the local market to guide them to the right home which meets their interests and needs. Moreover, she keeps in touch with her clients long after the closing, introducing them to their community and helping them forge lifelong friendships with her past clients. “I treat each client as family,” she says. “When they work with me, I want to be their trusted advisor and consultant for life.”

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Outside her career, Barbara is tremendously active in her community. On top of volunteering regularly at her church, she supports Habitat for Humanity, the Make A Wish Foundation, Care Fund, Tucson Charitable Foundation, and her local food banks. She is also devoted to giving back to her industry, currently the State Education Leader for the Arizona Certified Residential Specialists for 2021 and 2022, ViceChair and then Chair 2021 and 2022 for Arizona Copyright Top Agent Magazine 13

State Association of REALTORS® Professional & Business Development Committee, and the 2021 and 2022 Vice-Chair then Chair for the National Association of REALTORS® Large Board Forum.

Barbara has also been President of the Tucson Association of REALTORS®, and the Women’s Council of REALTORS® Tucson Network.

When she is not with clients or giving back, Barbara enjoys working out with her granddaughter, golfing, traveling, and spending quality time with her

children and grandchildren. She also has a notable online presence, authoring a popular blog on the latest trends in the Tucson housing market.

Going forward, Barbara has exciting plans for the future of her business. As her volume maintains its rapid growth, she intends on helping establish a training bootcamp for brand new licensees with the Arizona Association of REALTORS®. But most of all, she cannot wait for the new clients and opportunities that await in her beloved community.

To learn more about Barbara Wilson, email bdlasky@gmail.com, call (520) 240-3560 or visit her website at TucsonAzRealEstateBlog.com www.

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1 Billion-Plus Reasons Why You Should Be Active on Facebook

By Bubba Mills

The number is staggering and potentially career ending for REALTORS® who ignore it: 1,440,000,000. That’s the total number of monthly active users on the social medium Facebook.

That number alone is reason enough to use it regularly in your real estate business. But Facebook can also help turn you into the expert in your community. Just by sharing knowledge and relevant events about the community you can become the go-to source for all things local – a perfect way to capture the attention of prospective buyers.

Plus, Facebook advertising also gives you tons of targeting layers like age, location, recent life events and interests. Plus, it constantly adds new targeting filters and functions that help you reach even more niche prospects who closely meet your customer criteria. Talk about pinpointing a target audience.

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Another Facebook real estate ad tool is Website Custom Audiences that lets you create Facebook ads that target users who have visited your website.

And several apps specifically for Facebook have emerged. Consider these: • Heyo.com: Helps you host contests, showcase promotions and high-

light special offers.

• Woobox.com: Let’s you easily create quizzes and other fun tools for engaging content.

• Pagemodo.com: Helps you make your Facebook business page both sleek and stylish and tabs allow for easy lead capture.

But the latest offering is just as cool. It’s called Facebook Live and it lets you stream live video on the internet. I recently wrote about Periscope, another live video streaming app, but when you use Facebook Live you’re automatically featured at the top of Facebook users’ news feed. What’s more, statistics show that live video is viewed more than recorded video.

How can REALTORS® use Facebook Live?

Open Houses: Broadcast a walk-through of a new listing

and highlight all the great features.

Webinars: Host live webinars targeted to buyers and sellers. They can sub-

mit questions just like a real-life seminar.

Real Estate Talk Show: Offer the latest news in the industry plus share lo-

cal events and your newest listings. In short, become the Lester Holt or Diane Sawyer of real estate in your town with your own “TV” show!

Facebook offers these tips for using Facebook Live: Promote: Tease upcoming Facebook Live broadcasts for more viewers.

Plan better: Take time to plan what you want to do in the video, whether

it’s a few key talking points or to have a few questions ready ahead of time in a Q&A, in case incoming comments slow down.

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Invest in some equipment: A shaky live stream turns off viewers so con-

sider a tripod or other stabilizing tools, especially if you’re taking viewers on a tour of an open house. And check the shot before going live.

Get the lighting right: If you’re indoors be sure you have plenty of good

lighting and avoid a lot of light directly behind you because it’ll wash you out.

Sound good: A common mistake for beginners is overlooking sound.

Consider an external microphone to make sure your viewers can actually hear you.

And if the live option makes you a little nervous, you can also stream pre-recorded videos. Hey, that has worked like a charm for TV for decades. Some businesses promote their web series to “air” on Facebook Live at a certain time like TV shows. After they are streamed, Facebook Live videos function as normal Facebook videos. Some business owners believe videos may perform better if they begin as live ones.

NowThis, a news company that publishes entirely on social platforms, experimented by streaming a 38-minute compilation of its favorite viral videos via Facebook Live. The stream received over 20,000 views and over 500 comments, according to Facebook’s counters.

Yes, all the new-fangled internet tools, apps and options for REALTORS® can be a bit overwhelming. Just take it one step at a time and you’ll slowly be right there in the business-winning mix. E-mail me today at Article@CorcoranCoaching.com and I’ll send you more free information about how technology can help your real estate business.

Copyright©, Bubba Mills. All rights reserved.

Bubba Mills is the CEO of Corcoran Consulting and Coaching Inc. (www.corcorancoaching.com/programs, 800-957-8353), an international Real Estate, Mortgage, and Small Business coaching company committed to helping clients balance success in business, while building value in life. Bubba Mills is a nationally recognized inspirational and education speaker, coach and mentor to the top real estate agents and mortgage companies. To find out more about Corcoran Consulting & Coaching, call 1-800-957-8353 or visit us at www.CorcoranCoaching.com.

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JULIE CALZA It was clear from the start that Julie Calza would flourish as an agent in the greater Phoenix region. “When I purchased a home through a real estate agent, he offered me a job,” Julie explains. “I decided to go for it, and entered the Phoenix Area Real Estate world in 2015.” She quickly realized the lack of reliable real estate representation available that understood the unique difficulties military members and their families face in buying and selling homes. So she developed her own business to provide a solution so that her community would not need to struggle as she and her family had.

In her first full year of real estate, Julie closed 58 transactions, and then 97 the following year. She hasn’t slowed down since, currently spending ample time further training and developing her team; CalzaCo (short for Calza Community). “I want to be able to meet my community where they are, and have trustworthy, qualified professionals available to guide them where they want to go. I don’t want the military community viewed as just a niche, we are more than that, my people are more than that.” As the #1 VA real estate agent team in Arizona by MLS data, it’s safe to say Julie Calza at the helm of CalzaCo is making waves in that mission.

“My husband was in the Air Force, and I served in the Marine Corps,” Julie explains. “Essentially, what I wanted to do was figure out a better way to help educate military families on their VA loan benefits, and make sure they are protected in the process.” Passionate about empowering military members and families to make the best decisions possible, she likes to say she ‘sells houses to build community.’ Understanding the ins and outs of VA loans, and the unique challenges that veterans and military members often face, she eliminates stress and makes the process enjoyable.

Not only does she help her clients purchase and sell homes while obtaining the best terms to fit their needs; she also provides a platform for them to grow their future familial stability within the military lifestyle.

“I put all our listings out into the community through email blasts and our social media,” she says. “We also really try to help our sellers sell to other military families, and we do that by utilizing our vast network across the country to find the right buyers.” It’s clear she’s on the right path, as the listing side of her business has doubled from 2020 to 2021.

“I’m really passionate about creating favorable scenarios for our clients and cultivating an environment that allows them to really maximize their equity.”

Julie is intertwined with her community, and loves giving back as much as possible. She is a member of the Fighter Country Foundation, which provides widespread charitable impact to Luke Air Force Base by aiming to improve the lives of Luke Airmen. “I recently was a volunteer at a back to school bash for military families, and we handed out backpacks filled with school supplies.”

Julie is also proudly part of the military advisory board for InstantHandz, which has created a platform to help underpaid members of the military community earn extra income and improve their quality of life by pairing them with customers to help with “honey-do” type tasks that are both rewarding and dignifying. Julie is passionate about the application in the Real Estate industry, “Think about a BINSR or listing prep solution that supports your local military! The Realtor gets to live up to being military friendly, the customer gets to feel good, and lives are positively impacted.”

Recently recognized as a top agent in brokerage award winner, Julie dedicates time to teaching other agents how to build consistent businesses. “I love showing others how to actually grow and make our communities a better place, versus just going from sale to sale and not really making an impact.” In the future, she wants to create more employment opportunities for military spouses and veterans, providing them with skills they can take anywhere. “I’m so excited to make not just a more prolific mentorship program, but also leverage funds back in the community.”

For more about Julie Calza and CalzaCo, please visit calzaco.com, call 623-242-2900 or email rankup@calzaco.com www.

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Emotional Fluency:

How to Communicate with Clients When Tensions are High Managing emotions, expectations, and personalities are central to a successful real estate career. After all, this is a business based on relationships and interpersonal communication. Likewise, real estate is built on one of life’s central milestones—homeownership. This means that stress, disappointment, excitement, and competition are inherently 20

involved in the process. As an agent, you take on the real estate world every day, but most of your clients aren’t well-versed in the norms of the industry and are likely riding an emotional roller coaster throughout.

Acknowledging this, how do you steer the ship when emotions and tensions are running high?

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For starters, it’s not always intuitive. Just like you add tools to your arsenal when it comes to marketing, social media, or lead generation, you also have to add emotional tools to your repertoire. Here are a few ways to diffuse tense situations and keep clients on an even keel—even during the ups and downs of the transactional process.

Create realistic expectations from the outset and reinforce them as you go As a seasoned agent, some aspects of the industry may seem run of the mill to you, but may come as a shock to your clients. That’s

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why communicating expectations from the beginning can help create reasonable touchpoints in the minds of your clients. In addition to talking through the steps of the transactional process with your clients, consider writing out a checklist or compiling a buyer’s guide that can serve as a resource for them throughout. Think of it like a security blanket, but one that’s built by facts, figures, and anecdotal experience. If you paint a clear picture of what to expect, clients are less likely to be taken by the surprise and react impulsively as a result. What’s more, reinforce next steps, expectations, and possible outcomes as you go. If your client is left to wonder or guess at what’s ahead or

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what will happen, they will either envision the worst-case scenario and panic, or they’ll misjudge the next step and be disappointed or left anxious as a result. Minimize surprises by communicating regularly, clearly, and with all options on the table.

When unveiling a problem, come to clients with potential solutions in hand Any agent worth his or her salt knows that bumps in the road are likely to occur along the way. You can’t promise a transaction free of stress or unforeseen issues, but you can minimize the ensuing stress by preparing you client in advance for any potential problems, and by addressing any problems

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clearly and with solutions already in hand.

Clients are likely to become agitated if a problem arises and they can’t understand why or what it means. That’s why slowing it down, talking it through, and offering potential avenues for recourse can quell fears and remind clients why they chose you to facilitate the transactional process. This means you’ll have to vigilant, proactive, and on the ball. Of course, it’s much easier to be an agent when everything is going great and flowing naturally. It’s when things take an unexpected or negative turn that true talent is really tested. Accordingly, show your clients that you are confident and in control by remaining adaptable, communicative, and clear in your problem-solving approach.

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Never underestimate the power of listening As an agent, you are probably well-versed in putting out fires and sourcing solutions. Sometimes, however, clients are really looking to you as a confidante and a listening ear. You’d be surprised how much nervousness you can resolve by simply offering a listening ear and offering reassurance. Sometimes it’s not about providing a band-aid or a practical solution; oftentimes, it’s all about listening. Clients need to feel like they’re being heard, even if you’ve heard it all before. By listening to their fears, acknowledging their perspective, and reiterating their goals—you display your empathy and understanding, which is often just what a client Top Agent Magazine

needs to feel better. In other words, you don’t have to break out the graphs and data each time a client airs his or her insecurity. First, slow down, listen, and interact on a personal level. You may stop an emotional upheaval in its tracks simply by putting your listening cap on.

Not all clients are alike. Some will require a little more hand-holding than others, but it’s your job to put yourself in their perspective, recognize the milestone at hand, and managing the personalities you’re working with. The next time you feel frustrated by a client’s unpredictable emotional energy, keep these insights in mind as you diffuse the situation, steer them to a place of comfort, and fortify your interpersonal skillset in the process.

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