ARIZONA 8-24-20

ARIZONA EDITION

MILLENNIAL BUYERS:

Where They Are & What to Know

COOPERATION, NOT COMPETITION, CREATES MUTUAL SUCCESS FOR AGENTS

CONCIERGE CARE:

Services that Lure Clients and Transform Your Reputation

COVER STORY

FELIX GAFNER

FEATURED AGENTS

LAUREN CASTILLO KRISTI ISAIS KELLY OXFORD

ARIZONA EDITION

LAUREN CASTILLOKRISTI ISAIS KELLY OXFORD

After a interest career in radiationKelly oncology for over fifty transactions at anis ea Oxford beganOver her career as a graphic Kelly n Castillo took an initial in real the years, Lauren over has built an 23 9 19 20 thirteen Kristi wasartist readyin toCalifornia. make a outstanding a ris Seeking areputation fresh start, herfor buyer when she closed on heryears, first home. for $300,000—a herself aroundstellar debut change.

“I wanted to do something positive “I’m very empathic and intuitive, she relocated her family to Arizona 2005; by her rapidly and unma seeing the process from start to finish, the West Valley, asinevidenced and happy while still helping people, so I clients where they are,” Kristi say however, a poor experience with a dispastransactio rew inspired to further explore the growing list of referrals. Most importantly, chose Lauren to take realized a leap into the real estate helping people sionate agentmarket wound though, up trapping herfound in a home advocate, ng industry. Quickly, she has a career that suits her in a nontraditional eal estate was aasperfect compliment has been that her afford.lifestyle.

Emerging“Real fromestate interests. it’s always been an interest of family mine,”couldn’t she outgoing surprising them and exceeding exp er tech savviness, entrepreneurial incredibly freeing,” she says.

“At the end time, Kelly took a deeper I always want to be different. throughou remembers. “I decided tothat givechallenging it a shot and Th and love for making connections in of the day, all that matters are the relationinterest in real estate, particularly in underthat I gen fell in love with this career.” Two sterling thing clients can always count on ommunity. “Once I gotlater, licensed, I hithas swiftly standingestablished what made ships for a you safebuild.” investment. “I years Kristi round running,”herself she says.

“I’ve been KELLYthe OXFORD CASTILLO first enrolled in real estate KRISTI schooling For her un FELIX GAFNER ISAISto learn Beyond as an agent knownLAUREN for her dedication, office, Kristi gives ng ever since.” relationship-building, andmore When she’s not helping clients, Lauren can about the business,” she says. “At the volunteering at her daughter’ Kelly has personal touch. be found spending with her family or time, I was looking for answers to my time investtion arou and through her brokerage’s loc y, Lauren is the Lead of the Castillo Group, expressing her creative side through cooking, baking or ment questions, not a career.

Then I realized of her Today, Kristi spearheads her work solo events. In her free hours, she tra m e she oversees an expert team to service clients woodworking. “Anything I can get my hands on,” she that I loved the industry.” clients or referrals.

Tae Lopez withof“Powerhouse time spent with her family and loR ghout the Westhaving Valley.just A lifelong resident says with a laugh. stayinA her transaction coordinator traveling, andeducation staying and active. na, she brings aTC” homegrown touch to every trans- at her side, After attaining her license, Kelly dove into real estate, and “I love helping and serves clients across Arizona’s WesttoValley andLauren future of her business, Kristi intends to peop keep n, having distinguished herself as a reliable and Looking the future, has ambitious plans for her she hasn’t looked back since.

Today, she is the lead of the buyers to their dream CONTENTS Phoenix There, she has already driven a signifigoinghas strong as she continues to grow. In the assionate advocate for herareas. clients.

In fact, Lauren business.

Recently, her husband attained his license KO Realty Pro team at Conway Real Estate, where she on team their of inve cant contingent her business referral she is building amazing su ecently been ranked atop the 40ofUnder 40 Topthrough and joined herclientele team. In thecome, months ahead, she willanbereturn services clients throughout the Phoenix East Valley and gratification.

There’s Estate Agents 4) by the West Homeowner further expanding the Castillo Group, continuing who herValley transparency and approachability.

“I don’t to be able while to serve her clients more effectivel 5trust SOCIAL MEDIA MISTAKES 15) MILLENNIAL BUYERS: its surrounding areas.

By knowing firsthand the imporzine. What setsoperate her apart?

“Energy,” she says.

“I to foster the professional network and fulfilling businessAGENTS like a traditional agent might,”WHERE she ciently whileARE still being in the front lines.

REAL my ESTATE MUST THEY &career WHAT tance of a compassionate agent, she has organized her nely care aboutsays. developing a friendship hasI cultivated “I treat everyone with like my family,sheand mean it. around The the West Valley. “In life, I’veOutside of her caree AVOID TO KNOW teamisaround and communication.

Christmas, forr s and earning their keep for whattwo youyears want,” Lauren keytrust.” factor that I drive home thatlearned I attentiveness don’ttodo thefighting hardopen Now, after her Every auspicious entry in to the St. V “That’s how like I’ve gotten to where I am. All that sales pitch. I check in with clients says. and treat people Kristi Isais considers what sheSociety enjoysofmost When listing a home, Kelly offers her clients a diverse set clients or giving bac n listing a home,6) Lauren leansa dollar on her sign. cuttingI get edge hard them, work and is 100% meI and COOPERATION, NOT people, not to know theirtenacity famichosenworth field.it—for “When became an agent, I alw 21) CONCIERGE CARE: of marketing outlets. On top of supplying her listers with with her beloved fam ach to keep her clients at the forefront of the market. my clients.”

COMPETITION, lies, their interests andCREATES passions.

That takes extra time that I wanted to do things my way,” she says.

SERVICES THAT LURE ugh an effective blend of targeted social targeted media social media campaigns, she also suits them with MUTUAL SUCCESS FOR to do, but it makes a really big difference not just in my want to be there for my clients by being myself: aigns and advanced tools, such as Matterport, she postcards, luxury brochures and advertisements across Looking to the future CLIENTS AND TRANSFORM business but over the course of the transaction.

They compassionate, and real.”

AGENTS es that a home reaches its widest possible150 audisyndicated websites—all to helpREPUTATION a property find its In the months ahead really doteam become Kristi also specializes in YOUR new of potential buyers.

“My and family.”

I are driven to Photos photographybyjeres.wixsite.com/web widest possible audience. Along with her by team, she sees training them in the construction properties, booming market in Arizona ort our clients from start to finish,” she says. a“We’ll to it that every client has the necessary tools to maximize to embody her work which happens to comprise a majority of her transachatever it takes to find the best offer.” the value of their home. “I really enjoy guiding my clients important it is to ha

FELIX GAFNER

https://

tions. “I love getting mythrough clients into new homes,” she helping them feel secure the entire process and “My goal, first and Phone 310-734-1440 | Fax 310-734-1440 says.

“I have some pretty amazing relationships that while, Lauren provides her buyers with a similar along the way,” she says. “And I’ll do whatever it takes to stand and fight for m mag@topagentmagazine.com | www.topagentmagazine.com ination of openness support. Beyond applying I’veand established throughout the Valley with many new find the right buyer for their home.” met through the end depth knowledge of her hometown canin anythose construction builders.

Ishenurture No portion of this issue maystate, be reproduced mannerrelationships, whatsoever without prior consent of the publisher. Top Agent her clients toMagazine their dream homes through is published Featureclear Publications GA, working Inc. Althoughwith precautions alongside my by clients, and and I love new are taken to ensure the accuracy of published materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. se communication.

Always looking to go above properties. It’s a fun process, not a stressful process.”

To subscribe or change address, beyond, Lauren maintains contact long send afterinquiry the to mag@topagentmagazine.com.

To learn more about Lauren Castillo Published in the U.S. action is finished, making sure that her clients are email lauren@castillogrp.com, When it comes to the listing process, Kristi equips all ng in their new homes. “I value being open with homes with high-end photography and documentation visit castillogrouphomes.com y buyers and sellers,” she says. “People appreciate to showcase properties in their finest light. From or there, call (602) 670-8596 Top Agent you can 2tell them the truth, straight up.”

To learn moreMagazine about Kristi Is www.

homes are leveraged across a range of online listing platforms and social media outlets. Kristi also draws

email kristiisaisrealtor@gma

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

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SOCIAL MEDIA MISTAKES

Real Estate Agents Must Avoid There is perhaps no greater marketing tool for agents these days than having a large presence on social media, but there is more to social media marketing than just opening an account and gaining followers. A lot of agents forget the social part of social media. It’s all about engagement, but it needs to be the right kind of engagement. This can often be the first impression potential clients or industry peers have of you, so make it count. There is no second chance to make a first impression, and that is especially true for real estate agents. Here’s just a few things you want to avoid.

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1 Using it to Vent

Social Media is a great place to complain and commiserate about things, but save that for your personal page. A real estate transaction is already a stressful ordeal, the last thing anyone wants is someone who seems like they’ll bring a negative energy to the process. Even worse?

Bad mouthing other Realtors® or listings. You’re selling yourself and your skills, so don’t sell anything that shows you in a bad light. Much like marketing a property, everything you put out should be professional and inviting.

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Lack of Consistent Branding

Yes, social media is about social engagement, but it’s also about creating brand recognition. While you don’t want it to be purely promotional, you are running a business, so create a consistent branding across all social media platforms. If you can afford a professional graphic designer to help you out with this, that’s great. But at the very least, have the same profile pic, cover image and highly visible contact information, across the board. And don’t forget to share links to your other accounts, some people prefer different social media applications.

3Not Posting Enough

It’s good to create a schedule of how many times you’ll be posting per day and to pick times when you might have the most engagement.

Don’t over do it, but three posts a day at the right time, tends to be a good goal. There are numerous tools on Facebook, for example, that

can let you see when interactions are the highest.

Stick to your schedule and adjust accordingly.

It’s also important to not just post your listings.

Be a resource for people who follow your page.

Post community events, or other informative articles that are relevant to home ownership.

Be a page they want to follow even when they aren’t buying or selling a property. They’ll remember you when the time comes.

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Not interacting With Your Followers

It’s called social media for a reason. The more you engage with your followers, the more they see you as a real person, and not just a marketing tool. Not only do you get to know your past clients and potential clients, on Facebook, engagement actually will make your posts seen by more people. So it’s a win/win.

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Not Sharing or Linking to Others

It might not seem like a good idea to not promote the blogs, pages or listings of other people, but it’s not only an excellent way to build goodwill, it will also increase your own presence when they reciprocate. So make a point to share posts and links for local businesses and even the blogs of your peers, if it’s a post that offers valuable insight into an expertise you don’t have. That will encourage them to share your posts and even your listings, which will increase your potential buyer pool. This is another incentive to create your own blog. Unique informative content is always of value, and more likely to be shared than promotional links.

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TopTop Agent Magazine Agent Magazine

Cooperation, Not Competition, Creates

Mutual Success for Agents When people get along during a business transaction, everyone comes out happier. And in a service industry like real estate, agents have the power deliver that happiness. By working cooperatively, sharing advice and helping each other help clients, agents not only enhance their own reputations, but that of real estate in general.

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“Bring everyone together” Matt Kobelski, with Credentials Real Estate Group in Massachusetts, points out that providing good service involves more people than the party you’re representing. “I’m not afraid to bring together all the parties in a deal and say, ‘OK, let’s figure out a solution that works best

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Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem

for everyone,” he explains. “My goal is to avoid being adversarial.” Real estate, he believes, should always be a field in which each person can win. “It’s about working toward a mutual goal, shaking hands, and walking away happy that a seller sold, a buyer bought and everyone got what they wanted.”

But Is it that simple? Most agents have experienced the ways conflicting personalities and tension during a transaction can heat up even the most cordial relations. In reality, however, it’s more productive to let down your guard and work with others as a team than it is to allow stress and competition to preside. South Florida REALTOR® and broker associate, Risë V. Siegrist, for instance, has zero interest in competing with other agents. “It’s more important to be professional and associate with competent, caring people,” she says. By serving others with a cooperative spirit, experienced agents like Risë set an excellent example for emerging real estate stars. Risë hopes to be a model for the next generation of agents, training people who may one day become part of her team.

Risë’s position on cooperation inspires more reasons for nurturing relationships with other agents. Over the decades, many agents change brokerages several times. Who knows if that agent across the table will one day work at the Top Agent Magazine

same brokerage you do? Perhaps you’ll even have an opportunity to partner on an exciting, future transaction. Good relations keep doors open to endless possibilities.

Co-listing cooperation Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem. In fact, some agents cleverly capitalize on their collective attributes, rather than competing against one another. South Carolina REALTOR® Kimberly Pannit is a perfect example of the universal benefits of co-listings. Although she has always been an independent agent, Kimberly works hard to form professional alliances that give her business the feel of a cooperative network across brokerages.

This cooperative approach may be nontraditional, but it benefits clients in unique ways. By working closely with agents at other brokerages, she shows how agents can improve client service while helping one another.

Kimberly’s cooperative approach began in her own neighborhood, where an agent friend from a different brokerage also lives. “Several years ago, I approached her because both of us were friends with our neighbors. I asked, ‘Why don’t we give our neighbors superior service and

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co-list together? We both love our area and are passionate about our jobs, the location and schools.’” She also didn’t want to make their mutual friends choose between them when they could work together. “I said, ‘Let’s give them amazing service together!’” With their brokers’ permission, two weeks later the agents co-listed their first home and put extra energy into ensuring uninterrupted client service.

Networking and “Co-opertition” When the ultimate goal is to match a client with the perfect home or create optimal terms of sale for a listings, networking with other agents can facilitate that ideal buyer-seller match.

Nashville REALTOR® and broker/owner Lisa Land embraced every opportunity to contribute meaningfully to the real estate industry and to her local market, even before building her own team. “Agents would frequently ask me for help or advice,” she says, noting that she shares, rather than guarding, the methods she uses to get through difficult or confusing transactions. “I was fortunate to have great mentors when I started in real estate, so I’m always

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willing to offer help, even to agents outside of The Luxe Collective.”

Meanwhile, on Cape Cod in Massachusetts, Janet Leigh Scott describes the climate between agents as relaxed and professional. “While the real estate market is highly competitive, we’re truly a ‘co-opertition’ market; agents work together and a have greater sense of community than you might experience in off-island brokerages,” Janet says. “If I have buyer coming into town, I’ll reach out to agents I’ve done transactions with to ask if they have anything coming up that might not be on the market yet.”

Even in hot, competitive L.A. real estate, independent agents such as Andrej Nagy of The Agency RE knows the importance of receiving and providing professional mentorship.

“My relationships with clients are extremely important,” he says. “But my relationships with agents on the other side of a deal are also important.” For REALTORS® like him, working smoothly with other agents is a privilege.

Doing so builds rewarding relationships while ensuring win-win transactions for everyone at the closing table.

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FELIX GAFNER Top Agent Magazine

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Top Agent Felix Gafner formed RealtyFelix.com LLC, serving the entire Tucson metropolitan area, from Green Valley to Saddlebrooke, and from Vail to Red Rock.

Felix Gafner was born, raised, and educated in Switzerland. At 25, travelling throughout the world, he met his wife in Mexico and decided to stay, living there for six years before moving to Tucson in 1996, where he has lived ever since. He began his real estate career in 2002. “I had always wanted to start my own business,” Felix recalls, “and I saw this as an opportunity.” Now he owns his own company, RealtyFelix.com 10 Copyright Top Agent Magazine

LLC, and has five other agents working with him there. Clients value Felix’s communication that keeps them updated and informed every step of the way, his winning negotiation skills, and his absolute dedication to quality.

Felix serves the entire Tucson metropolitan area, from Green Valley to Saddlebrooke, and from Vail to Red Rock. About 60% of Top Agent Magazine

Felix’s business comes from repeat and referral clients, who stay in touch with Felix long after a transaction is finished. “I love meeting and working with people,” Felix says.

In keeping with this people-focused approach, much of Felix’s marketing happens through Top Agent Magazine

word of mouth. “We try to always stay in touch and on top of things, and I check in with past clients on the phone. And those phone calls also allow me to keep my clients informed about new listings.” Of course, Felix also takes full advantage of digital marketing to spread the word about his listings. In 11 Copyright Top Agent Magazine

“We strive toward continuous improvement of how we do business.

Quality is very important to me, and I love and am very passionate about what I do.” addition to the MLS, he promotes listings on websites like Zillow, Realtytrack etc. and on social media. The results speak for themselves: This year, Felix has closed 20 transactions. His goal are 50 closed transactions for 2020.

In addition to helping his clients buy and sell homes, Felix has recently expanded into property management. “I noticed that this is an anti-cyclical market up to a certain point,” he explains. “If the sales markets start to decline, then the people who can’t afford it decide to use their properties as rentals. I saw an opportunity to take advantage of the other side of the market.”

When he is not working, Felix spends time studying developments in his industry, learning new methods and staying updated on the market. When he does take a vacation, he loves to travel with his family. Giving back to his community is important to Felix, he does that in various Copyright Top Agent Magazine 12

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ways. Felix is the President and founder of the Tucson Swiss Club, an informal club organized to promote friendships, information exchange and many festivities within the Swiss community and friends of Switzerland in Southern Arizona. “Having lived abroad, I’ve had a pretty broad exposure to different cultures,” Felix says, and he is Top Agent Magazine

fluent in Spanish and German, also speaking some French.

In the future, Felix plans to continue growing the property management side of his business, as well as the sales side. “The brokerage side, working with other agents, grew organically,” he says, “we want to keep Copyright Top Agent Magazine 13

doing what we’re doing, keep improving, and the business will come.” Above all, Felix wants to continue providing the best possible service to his clients. “We strive toward

continuous improvement of how we do business. Quality is very important to me, and I love and am very passionate about what I do.”

To find out more about Felix Gafner, please call 520-390-6920, email info@realtorfelix.com, or visit realtyfelix.com www.

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Millennial Buyers: Where They Are & What to Know Homebuyers and sellers come from all walks of life. If you’ve been an agent for long, you’ve likely worked alongside a wide variety of folks—from first-timer homeowners and down-sizers, to second home searchers and those finally hunting for their dream home. While there is hardly a shortage of diversity in the housing market, there Top Agent Magazine

is one generation that is making big strides in homeownership these days: Millennials.

Millennials can be loosely defined as those between the ages of twenty-two to thirtyseven. As you can see, this constitutes a wide swathe of the population. If you’re an agent who stands to learn a bit more about

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a demographic whose influence and homeownership goals are rapidly evolving, tune in below for a few pointers that can help you expand a segment of your clientele in the process.

Where do Millennials prefer to buy?

Many Millennials came of age during or immediately following the Great Recession, and as such, many of them relocated or returned to mid-size cities and smaller communities where the cost of living was most affordable. Of course, there are countless Millennials that call the U.S.’s major cities home—especially those in the

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tech industry. The good news is that you can court Millennial clientele no matter where you service area is located. That said, community amenities are of great importance to this generation. They value public transportation, green space, and entertainment—from coffee shops and topnotch restaurants to farmer’s markets and boutiques. Emphasizing those attributes will be key in selling to Millennials and locating neighborhoods they’re most interested in.

What sort of communication do Millennials prefer?

Most Millennials are digital natives, or close to. That means they grew up learning

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how to navigate digital spaces, and prefer to communicate through mediums like email, text, and social media. This isn’t to say that Millennials aren’t good communicators, but they’re often on the go, and have learned to research and shop online. To accommodate this, it’s best to build a presence across the most popular listing portals and social media platforms. Although, it’s not enough to establish a site and wait for the calls to come in. Responsiveness is a key factor for Millennials, who expect speedy response times. Make sure you’re checking your inbox frequently, responding accordingly, and engaging with your audience online. This will let Millennials know

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that you’re savvy, available, and understand the value of their preferred method of communication.

Are Millennials ready to buy?

It’s a common misconception that Millennials are uninterested in the rite of passage of purchasing a home. While Millennials maybe waiting a bit longer than their parents did to buy a home, there are good reasons to explain this phenomenon. For starters, Millennials entered the job market during the downturn, which means they are more conservative when making big purchases, and have to play catch-up to reach a sound

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financial position. Likewise, student loan debt has proved a major financial inhabitation for Millennials. Instead of socking away a few hundred a month to save for a home, they’re forking over that cash to pay down their educational loans. How does a Realtor compete with this reality? For starters, a bit of understanding goes a long way. Work with your mortgage partners to find financing possibilities that cater to this younger demographic. Recognize that Millennials—like most buyers—have some trepidations when buying a home.

Also consider fielding Millennial clientele with the long view in mind. You might be 18

courting them for months or more until they’re ready to take the plunge, but they’re also famous for their reviews. When a job is done well, Millennials shout it from the rooftops—or at least share it a dozen time from their phone.

As time passes, Millennials will continue to dominate the marketplace when it comes to buying and selling homes. A little self-education on this powerful demographic can go a long way. If you know your clients and your audience, you’ll be in a far better position to serve their interests and make a customer for life.

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LAUREN CASTILLO Lauren Castillo took an initial interest in real estate when she closed on her first home.

Upon seeing the process from start to finish, she grew inspired to further explore the housing industry. Quickly, Lauren realized that real estate was a perfect compliment to her tech savviness, entrepreneurial spirit and love for making connections in the community. “Once I got licensed, I hit the ground running,” she says. “I’ve been growing ever since.”

Today, Lauren is the Lead of the Castillo Group, where she oversees an expert team to service clients throughout the West Valley. A lifelong resident of Arizona, she brings a homegrown touch to every transaction, having distinguished herself as a reliable and compassionate advocate for her clients. In fact, Lauren has recently been ranked atop the 40 Under 40 Top Real Estate Agents by the West Valley Homeowner Magazine. What sets her apart? “Energy,” she says. “I genuinely care about developing a friendship with my clients and earning their trust.”

When listing a home, Lauren leans on her cutting edge approach to keep her clients at the forefront of the market.

Through an effective blend of targeted social media campaigns and advanced tools, such as Matterport, she ensures that a home reaches its widest possible audience of potential buyers. “My team and I are driven to support our clients from start to finish,” she says. “We’ll do whatever it takes to find the best offer.”

Meanwhile, Lauren provides her buyers with a similar combination of openness and support. Beyond applying an in-depth knowledge of her hometown state, she can guide her clients to their dream homes through clear and concise communication. Always looking to go above and beyond, Lauren maintains contact long after the transaction is finished, making sure that her clients are thriving in their new homes. “I value being open with all my buyers and sellers,” she says. “People appreciate when you can tell them the truth, straight up.”

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Over the years, Lauren has built an outstanding reputation for herself around the West Valley, as evidenced by her rapidly growing list of referrals. Most importantly, though, she has found a career that suits her outgoing lifestyle. “Real estate has been incredibly freeing,” she says. “At the end of the day, all that matters are the relationships you build.”

When she’s not helping clients, Lauren can be found spending time with her family or expressing her creative side through cooking, baking or woodworking. “Anything I can get my hands on,” she says with a laugh.

Looking to the future, Lauren has ambitious plans for her business. Recently, her husband has attained his license and joined her team. In the months ahead, she will be further expanding the Castillo Group, while continuing to foster the professional network and fulfilling career she has cultivated around the West Valley. “In life, I’ve learned to keep fighting for what you want,” Lauren says. “That’s how I’ve gotten to where I am. All that hard work and tenacity is 100% worth it—for me and my clients.”

To learn more about Lauren Castillo email lauren@castillogrp.com, visit castillogrouphomes.com or call (602) 670-8596 www.

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KRISTI ISAIS After a career in radiation oncology for over thirteen years, Kristi was ready to make a change. “I wanted to do something positive and happy while still helping people, so I chose to take a leap into the real estate market as it’s always been an interest of mine,” she remembers. “I decided to give it a shot and fell in love with this career.” Two sterling years later, Kristi has swiftly established herself as an agent known for her dedication, relationship-building, and personal touch.

Today, Kristi spearheads her work solo having just Tae Lopez with “Powerhouse TC” her transaction coordinator at her side, and serves clients across Arizona’s West Valley and Phoenix areas. There, she has already driven a significant contingent of her business through referral clientele who trust her transparency and approachability. “I don’t operate my business like a traditional agent might,” she says. “I treat everyone like family, and I mean it. The key factor that I drive home is that I don’t do the hard sales pitch. I check in with clients and treat people like people, not a dollar sign. I get to know them, their families, their interests and passions. That takes extra time to do, but it makes a really big difference not just in my business but over the course of the transaction. They really do become family.” Kristi also specializes in new construction properties, a booming market in Arizona which happens to comprise a majority of her transactions. “I love getting my clients into new homes,” she says. “I have some pretty amazing relationships that I’ve established throughout the Valley with many new construction builders. I nurture those relationships, alongside my clients, and I love working with new properties. It’s a fun process, not a stressful process.”

When it comes to the listing process, Kristi equips all homes with high-end photography and documentation to showcase properties in their finest light. From there, homes are leveraged across a range of online listing platforms and social media outlets. Kristi also draws upon her extended network to mine neighborhoods for ideal neighbors. In the past two years, Kristi has closed 20

over fifty transactions at an average of $300,000—a stellar debut for a rising agent.

“I’m very empathic and intuitive, and I meet clients where they are,” Kristi says. “I love helping people in a nontraditional way. I like surprising them and exceeding expectations.

I always want to be different. That’s something clients can always count on me for.”

Beyond the office, Kristi gives back by volunteering at her daughter’s school, and through her brokerage’s local service events. In her free hours, she most enjoys time spent with her family and loved ones, traveling, and staying active. As for the future of her business, Kristi intends to keep progress going strong as she continues to grow. In the months to come, she is building an amazing team of support staff to be able to serve her clients more effectively and efficiently while still being in the front lines.

Now, two years after her auspicious entry in real estate, Kristi Isais considers what she enjoys most about her chosen field. “When I became an agent, I always knew that I wanted to do things my way,” she says. “I always want to be there for my clients by being myself: authentic, compassionate, and real.”

Photos by photographybyjeres.wixsite.com/website https://

To learn more about Kristi Isais email kristiisaisrealtor@gmail.com, visit kristiisaisrealtor.com, or call (602) 730 -0477 www.

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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 22

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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Top Agent Magazine

KELLY OXFORD Kelly Oxford began her career as a graphic artist in California. Seeking a fresh start, she relocated her family to Arizona in 2005; however, a poor experience with a dispassionate agent wound up trapping her in a home that her family couldn’t afford. Emerging from that challenging time, Kelly took a deeper interest in real estate, particularly in understanding what made for a safe investment. “I first enrolled in real estate schooling to learn more about the business,” she says. “At the time, I was looking for answers to my investment questions, not a career. Then I realized that I loved the industry.”

After attaining her license, Kelly dove into real estate, and she hasn’t looked back since. Today, she is the lead of the KO Realty Pro team at Conway Real Estate, where she services clients throughout the Phoenix East Valley and its surrounding areas. By knowing firsthand the importance of a compassionate agent, she has organized her team around attentiveness and open communication.

When listing a home, Kelly offers her clients a diverse set of marketing outlets. On top of supplying her listers with targeted social media campaigns, she also suits them with postcards, luxury brochures and advertisements across 150 syndicated websites—all to help a property find its widest possible audience. Along with her team, she sees to it that every client has the necessary tools to maximize the value of their home. “I really enjoy guiding my clients through the entire process and helping them feel secure along the way,” she says. “And I’ll do whatever it takes to find the right buyer for their home.”

Kelly is equally hardworking and diligent with her buyers, supporting them through education and unmatched service. Over the course of the transaction, she provides them with a strong advocate, always looking out for their best interests. “My clients and I become friends throughout the process,” she says. “They know that I genuinely care about their wellbeing.”

For her unique emphasis in client relationships, Kelly has won herself an outstanding reputation around Phoenix, with the vast majority of her transactions coming from either repeat clients or referrals. Regardless, she remains focused on education and staying on the cutting edge of her industry.

“I love helping people,” she says. “Whenever I lead my buyers to their dream homes or bring my sellers a strong return on their investments, I feel a profound sense of gratification. There’s no better feeling in the world.”

Outside of her career, Kelly is active in her community.

Every Christmas, for instance, she and her husband donate to the Society of St. Vincent de Paul. When she’s not with clients or giving back, she can be found spending time with her beloved family.

Looking to the future, Kelly has solid plans for her team.

In the months ahead, she will be hiring a new agent and training them in the style of client service that has come to embody her work around the East Valley. “I know how important it is to have an agent who cares,” Kelly says.

“My goal, first and foremost, will always be to understand and fight for my clients and see that their needs are met through the end of the transaction.”

www.oxfordarizonahomes.com www.showingNEW.com/kellyoxford Top Agent Magazine

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