AUSTRALIA 5-6-19

AUSTRALIA EDITION

MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS

EMOTIONAL FLUENCY : HOW TO COMMUNICATE

6 WAYS TO GET YOUR CLIENT TO TRUST YOU

WITH CLIENTS WHEN TENSIONS ARE HIGH

FEATURED AGENT

MICHAEL KANIK COVER STORY

Carmen Christie

AUSTRALIA EDITION

9

CARMEN CHRISTIE

19

MICHAEL KAN

Michael Kanik’s exposure to estate industry began during sity, where he studied Prope Real Estate Development. H it wasn’t until he dove com into the business that he deve true passion for his chosen fiel cutting his teeth in rentals, he MICHAEL KANIK his way up to a sales role been on a swift trajectory eve Seven years after his auspicio Michael has earned a reputation for transparency, reso problem-solving, and a personal touch.

CONTENTS 4) 6 WAYS TO GET YOUR CLIENT TO TRUST YOU 6) SUCCESS–THESE 7 HABITS ARE THE REAL SECRET TO SUCCESS

Phone 310-734-1440 | Fax 310-734-1440

Today, Michael serves the south side of Brisbane, betw city and the Gold Coast,FLUENCY: as part of Logan City Council 15) EMOTIONAL MichaelTO spearheads his work under the banner of his ow HOW COMMUNICATE ymous imprint, Kanik & Co. Real Estate, opened in 201 WITH CLIENTS TENSIONS far, he has managed WHEN to generate roughly 50% of his b ARE HIGH through repeat and referral clientele—a testament to his power and ability to cultivate lasting relationships. Acco Michael cites honesty, communication, and follow-thr 22) EMAIL someMODERN of the key drivers of his working style. “I’m stra ETIQUETTE FOR TODAY’S ward with my clients,” he says. “I’m clear and honest a process, and I believe that’s why my success rate is qui AGENTS It’s also important to consider the interpersonal compo working with people during what’s often a stressful that way, I’m friendly, genuine, and dedicated to seein through from beginning to end.”

Beyond his amiable approach, Michael offers a variety

mag@topagentmagazine.com | www.topagentmagazine.com ue-adds for clients. He has built significant experience w

No portion of this issue may be reproduced in any manner whatsoeverwith without prior consent the publisher. Top Agent investors andof investment properties—harkening Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published his days in rentals. He also demonstrated a knack for off materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. sales, which not only reduce the cost associated with a To subscribe or change address, send inquiry to mag@topagentmagazine.com. transactional proceeding, but also pairs ideal buyers and Published in the U.S.

2

Top Agent Magazine

mailto:mag@topagentmagazine.com

Top Agent Magazine

3

6 Ways to Get Your Client to Trust You The word “REALTOR®” can leave a sour taste in some people’s mouths. Many of today’s home buyers and sellers grew up during the 2009 recession. They are wary of anything 4

or anyone who comes off as too salesy, and they want to work with individuals who they can trust.

But how do you prove to someone you’ve likely never met that you can be trusted?

Top Agent Magazine ®

Top Agent Magazine

1

Put Testimonials or Case Studies on Your Website

When something goes wrong, own up to your mistakes. Don’t hide bad news from your clients. Be upfront and responsive.

Testimonials and case studies are social proof that you have both the experience and the skills to do the job your clients are hiring you for. People often leave testimonials when they are either incredibly disappointed or extremely happy with the service they were provided, so they’re a good indication to prospective clients of the treatment they’ll receive.

Case studies, which you can post on your blog or website, have much of the same effect, but even more than testimonials, case studies demonstrate your real estate and finance expertise because they explain how you achieved a specific set of results.

2

Be Responsive and Accessible

Can your clients reach you easily? That doesn’t mean you need to be available 24/7, but you should respond to your clients within a few hours of receiving their message. When agents don’t respond to their clients’ calls or emails for days on end or fail to provide them with a direct line of contact, their clients’ experience can quickly become frustrating.

Agents are busy but so are their clients. If you constantly show up late to or reschedule meetings, your clients won’t feel like their time is respected or their business is valued. Make sure you set a realistic schedule for yourself rather than spreading yourself too thin.

3

Be Honest and Transparent

Sometimes you don’t have the answer to a client’s question. Be honest about your strengths, weaknesses, and the limits of your knowledge. A good response might be, “I don’t know, but I can find out.” Be transparent with your clients, and they’ll respect you for it.

You should always act in their best interest.

Top Agent Magazine

4

Go the Extra Mile

If you do the bare minimum, that’s what your clients will remember. Their experience won’t be memorable, and they won’t gush about you in online testimonials or in real life to people they know who could use your services. It’s that simple.

5

Put Yourself in Your Client’s Shoes

Clients understand that you need to earn money, but that doesn’t mean they want to feel like they’re just a dollar sign to you. Be empathetic to your client’s concerns, even if you’ve heard it all before. Your clients should know that you are there for them.

6

Be Consistent

Being responsive, friendly, and knowledgeable shouldn’t be an act. If you “turn on” your personality for clients and then suddenly become a different person when they leave the room, it’s likely that the cracks in your mask will eventually become apparent.

But “faking it till you make it” is so common it’s become a cliché. When we are starting out, we don’t always have the systems or resources in place to create a smooth client journey, from onboarding to closing, so instead we constantly try to reinvent the wheel. Give yourself time to pause, slow down, and reevaluate your workflow. Creating systems creates

consistency, and those systems can and should be constantly updated.

Developing trust between you and your clients will take time, but doing these things can give you a running start.

Top Agent Magazine ®

5

Success– These 7 Habits Are the Real Secret to Success What is it that makes some people so successful and others not? Is there a secret recipe one can follow, as easy as baking a cake, which will give them the strength to achieve their ultimate goals and have it all?

The answer is that, in a manner, there is. The trick is in how you think about success and what it means for you. Many people define success as achieving their personal goals, but could this be leading them to look at the world a little too narrowly? The people that are truly successful in every aspect of 6

their lives don’t stop at simply achieving their personal goals. They succeed in many avenues of their life, including their job, relationships, health, and family just to name a few.

It turns out that ultra-successful people tend to have quite a number of things in common. One main skill many seem to possess is high emotional intelligence, or the ability to manage your emotions so that you can stay calm and focused even in high

Top Agent Magazine

Top Agent Magazine

stress situations. Luckily, it seems not all of them are simply born with this ability, but have many strategies they use to help them achieve higher emotional intelligence. Here are seven strategies and habits that will help you achieve success in every area of your life.

1

BE COMPOSED The first thing successful people always seem to have under control is their composure. Successful people stay calm and composed when the going gets tough and fingers start pointing. They don’t panic. The secret? They understand that in life things are always changing. It doesn’t matter if something is bad at the moment because that will change soon enough. In this topsy turvy life all you can really do is adapt in order to stay happy and remain in control of how you react.

2

BE KNOWLEDGEABLE Have you ever noticed how successful people always seem to have such a wide range of knowledge and interests?

Successful people do know more because they are always working to grow and learn. They strive to constantly increase their self-awareness. If a spare moment exists, then they will fill it with some kind of self-education. They do this because they are passionate about learning new things and ways to improve their life.

Ignore the fear of being judged and ask questions, because that is the only way you can learn. Successful people don’t

Top Agent Magazine

fear asking questions. They fear not asking those questions and growing stagnant.

3

BE DELIBERATE It is important to think and reason before you come to a decision. Successful people don’t rush. They seek out advice from other, they think of all the aspects, and sleep on their thoughts before finally making their decision. Your gut instinct can be misleading, and lead you to make a rash decision that you will come to regret later.

4

BE CERTAIN, AND SPEAK WITH CONVICTION Successful people speak with certainty.

Unless you communicate your ideas with conviction and certainty, then you will have a hard time getting people to listen to them.

5

BE POSITIVE Successful people use positive body language when they are talking to other people. Their tone is enthusiastic, they maintain eye contact, leaning in towards the person speaking to show interest.

Successful people use it to draw those other people in. How you say something can be just as if not more important that what you say to people. Positive body language can completely alter how your speech is perceived by others, and helps to keep attention on you and what you are saying.

Top Agent Magazine

7

6

BE MEMORABLE BY LEAVING A STRONG FIRST IMPRESSION You only have once to make a first impression, and they are incredibly important, as they are closely ties to positive body language. You have around 7 seconds to convince a person to like you after you initially meet them. That is how long it takes them to decide when they meet you. After that a person is simply spending the rest of the conversation justifying that initial reaction they had. You can make sure you make a good first impression by having strong posture, a firm handshake, a warm smile, and open shoulders.

8

7

BE FEARLESS Successful people know that to give in to fear is a choice. They don’t let the fear take over, instead focusing on the rush of euphoria that comes with conquering fears.

All of this adds up to having a high emotional intelligence. What helps you to succeed is the ability to control those whirlwind emotions so you can stay calm and focused on actually succeeding. These habits can help you gain a higher emotional intelligence, but as you probably already know, anything involving dealing with your emotions in a healthy manner takes serious work. So, don’t give up if you fail the first time. You must always try and try again.

Top Agent Magazine

Top Agent Magazine

Carmen Christie

Top Agent Magazine

9

Carmen Christie With nearly two decades of experience under her belt, few real estate agents are better equipped to help their client achieve their real estate goals than Carmen Christie, Co-owner and Director of First National Real Estate in the rural thriving community of Warragul, Victoria. Expert negotiation skills, honesty, and integrity have all played large roles in Carmen’s ever-growing reputation as a topnotch real estate advocate.

she was set to embark upon a career in the police force. “But then,” she recalls, “an agent who had sold me an investment property encouraged me to do real estate. I told them I’d think about it. Not long after, I had a chat with a couple who were in Real Estate I knew, and he told me that because I was young and female, I could never be successful at real estate. Well, that was all the inspiration I needed, and I decided to give it a try.”

Carmen began her journey in the real estate world nearly twenty years ago. At that time,

Carmen found success quickly. Her status as a Warragul native and her commitment to

10 Copyright Top Agent Magazine

Top Agent Magazine

providing excellent customer service provided a solid foundation for a business that has grown exponentially year after year. In 2017, she partnered up with licensed agent Stuart Brock and opened First National Warragul, and after only twelve months of operation she, Stuart and their equalTop Agent Magazine

ly-dedicated team were recognized as being among the top ten agents in all of Victoria and Tasmania, among other sales achievement awards.

More than two-thirds of Carmen’s business is based on repeat clients, referrals and 11 Copyright Top Agent Magazine

word-of-mouth. When asked what might inspire such an impressive level of loyalty, Carmen pauses thoughtfully before replying. “I think a lot of it has to do with the fact that I have been in business before in this town as well as my father had businesses in Warragul for many years. Stuart Copyright Top Agent Magazine 12

and I went to school here, and our families are well-known. That counts for a lot in a small country town.� Many other factors also come in to play, including Carmen’s authenticity, her impressive knowledge of the Warragul market, and a fierce work ethic.

Top Agent Magazine

Top Agent Magazine

Copyright Top Agent Magazine 13

Exceptional marketing strategies also play a role in the stellar success of First National Real Estate. Expert preparation of each listing, coupled with gorgeous professional photography ensure that every property is shown in the best light possible.

Savvy exploitation of the internet and social media platforms by their in-house marketing guru makes certain each listing is given maximum exposure.

When she’s not working, Carmen enjoys spending time with her family, and is also loving her new sport golf. Philanthropy is also important to her, and among many other endeavors, she donates a significant portion of each closed transaction to support drought-affected farmers in New South Wales, Victoria and Queensland, and thus far she has provided over $10,000 for that cause.

As for the future, Carmen plans to continue growing First National Real Estate Warragul, and to add additional team members who share her client-first business ethics. And of course, to continue offering the amazing service that has become her company’s calling card.

For more information about CARMEN CHRISTIE, call 0402 042 120 or email carmen.christie@fnwarragul.com.au Copyright Top Agent Magazine 14

Top Agent Magazine

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 Top Agent Magazine

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?

Top Agent Magazine ®

15

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

16

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

Top Agent Magazine ®

Top Agent Magazine

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

Top Agent Magazine

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.

Top Agent Magazine ®

17

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 18

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.

Top Agent Magazine ®

Top Agent Magazine

MICHAEL KANIK Michael Kanik’s exposure to the real estate industry began during university, where he studied Property and Real Estate Development. However, it wasn’t until he dove completely into the business that he developed a true passion for his chosen field. After cutting his teeth in rentals, he worked his way up to a sales role and has been on a swift trajectory ever since.

Seven years after his auspicious start, Michael has earned a reputation for transparency, resourceful problem-solving, and a personal touch.

Today, Michael serves the south side of Brisbane, between the city and the Gold Coast, as part of Logan City Council. There, Michael spearheads his work under the banner of his own eponymous imprint, Kanik & Co. Real Estate, opened in 2017. Thus far, he has managed to generate roughly 50% of his business through repeat and referral clientele—a testament to his staying power and ability to cultivate lasting relationships. Accordingly, Michael cites honesty, communication, and follow-through as some of the key drivers of his working style. “I’m straightforward with my clients,” he says. “I’m clear and honest about the process, and I believe that’s why my success rate is quite high.

It’s also important to consider the interpersonal component of working with people during what’s often a stressful time. In that way, I’m friendly, genuine, and dedicated to seeing them through from beginning to end.”

Beyond his amiable approach, Michael offers a variety of value-adds for clients. He has built significant experience working with investors and investment properties—harkening back to his days in rentals. He also demonstrated a knack for off-market sales, which not only reduce the cost associated with a lengthy transactional proceeding, but also pairs ideal buyers and sellers

in no time. “One of my specialties is in off-market sales,” he explains. “A hassle-free, quick sale saves on advertising costs, and keeps stress low.”

When approaching listings with a traditional market debut, Michael ensures no detail is left unaccounted for. All listings are equipped with high-quality photography and are bolstered by both digital and physical marketing campaigns. From exposure on the leading online listings platforms to regional visibility in magazines, open houses, and neighborhoods fliers—all properties benefit from wide-ranging leverage. Likewise, Michael has earned experience in listing a variety of different properties across price ranges. From $350,000 properties to $2.5 million-dollar estates, he continues to average a one month turnaround, unless properties are quickly swiped off the market prior to their release.

Beyond the office, Michael gives back to his community on a local level, while keeping busy in his off-hours with the occasional round of golf, camping, and spending time with his family and loved ones. As for his future plans, Michael intends to stay on his steady course, with plans to grow his business and team organically in the years to come. Next year, his goal is to average one closed transaction per week, while considering opportunities to franchise.

Now, with seven years of insight and experience to his name, Michael Kanik considers what he enjoys most about his tenure in the real estate industry thus far. “By the end of our transaction my clients and I often become friends,” he reflects. “It’s very rewarding to solve someone’s problem and help them move from A to B, in a way that makes the whole experience positive.

Along the way, it’s really enjoyable to build a relationship, and that was a goal of mine from the moment I got into this business. It’s so rewarding to help others as they move from one stage of their lives to the next.”

To learn more about Michael Kanik email Michael@Kanik.com.au, visit Kanik.com.au, call 0433 690 962 www.

Top Agent Magazine

Copyright Top Agent Magazine 19

Laughs!

20

Top Agent Magazine

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

Top Agent Magazine

21

Modern Email Etiquette for Today’s Agents In today’s tech-forward culture, consumers are constantly inundated with promotional emails, alerts, invites, and social media blasts. As a real estate agent or a loan officer, how do you stand apart from the noise? What’s more, how do you stay relevant in a digital landscape that’s constantly changing?

For starters, there are a few timeless techniques you can apply to up your skillset when it comes email and digital communication: asking questions that 22

inspire conversation, politeness, and following up regularly—to name a few. Likewise, there are surely new tricks you can add to your arsenal to stay ahead of the curve. Let’s outline a few ways you can refine and update your email etiquette to compete in today’s virtual marketplace.

Make your subject line count Too often, we labor over the content of our emails without giving much thought to subject lines.

Top Agent Magazine ®

Top Agent Magazine

Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity.

However, these little headlines can go a long way in luring the consumer to open your email and ultimately click through to your website in search for your services. An enticing subject line should be short and sweet, ideally less than fifty characters.

You might also include the name of the recipient, and be up front (though concise) about the subject matter of your message. Remember: the first thing a client will see is your name and subject line—be sure to make this prime real estate shine.

Think mobile Research tells us that 79% of Americans check their phones within fifteen minutes of waking up. In fact, much of modern day correspondence occurs by smartphone. Accordingly, you’ll want to account for email readability on a mobile phone.

For instance, incorporating paragraph breaks for each new thought allows information to be parceled out in a palatable way for readers utilizing small screens. Also, any sort of graphic flair or links within your email should be shortened and streamlined for mobile consumption. Send yourself an email every now and again and access it from your phone—you’ll be able to double-check that all the elements of your emails are working well on a mobile platform.

Incorporate email tools There are excellent tools out there to enhance your email experience. With just a quick download, Top Agent Magazine

you can add spellcheck, a URL address shortening feature, or a delay option that holds emails for thirty seconds before they’re sent. Think about the possibilities! Haven’t you sent an email without including the attachment you intended, or realizing you sent correspondence to the wrong client? If that’s the case, a delay feature can help you save face and build in a window for error— just in case. Regardless of which tools speak to your email habits, there are plenty of add-ons out there that can revamp your digital correspondence style.

Use email to maximize your online presence These days, there are plenty of ways to communicate—email, text, phone, apps, and social media.

When you interact through email, consider it an opportunity to invite your client to follow you elsewhere online. Ensure that your email signature includes unobtrusive, streamlined links to your social media accounts, professional website, or review page. This will build in an opportunity for clients to engage with your brand, and you may even add an online follower for the long term.

Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. Keep these approaches in mind as you reenergize your email technique and fortify your communication in the digital era.

Top Agent Magazine ®

23

mailto:mag@topagentmagazine.com

24

Top Agent Magazine