Australia 7-23-18

AUSTRALIA EDITION

Are You a VALUE-ADDED AGENT? MODERN EMAIL ETIQUETTE for Today’s Agents

FEATURED AGENTS

SARAH DAVIS AMAL KHODAIR-VEMANA ANDREW COLLEY

COVER STORY

PAM THOMAS

Easy Blog Topics for Your REAL ESTATE BLOG 6 Ways to GET YOUR CLIENT TO TRUST YOU

AUSTRALIA EDITION

ANDREW COLLEY 7

PAM THOMAS

hard for Andrew Colley’s experience in the real estate 15 the gamut. Growing up as 19 23 you form industry runs the son of keep in t an architect, Andrew always took a keen interest in in regula homes, often pouring over editions of Country Life of his pa magazine to glimpse the fantastic properties of the communi English countryside. At seventeen, Andrew made neighbor his industry debut in London, learning the ropes, ascending the ranks, and ultimately cementing When it himself as an incisive manager of an office and sales approach team that led his outfit to expand production fivefold knowledg during his tenure. After years of persistent success to suit th amidst fluctuating markets, Andrew remained ambiSARAH DAVIS AMAL KHODAIR-VEMANA ANDREW COLLEY keting t tious and adaptive in his professional approach.

Then, after a memorable holiday on Australia’s Gold Coast to visit photography, and floo an old friend and colleague, Andrew made a move to distant hori- an immersive first im zons in 2008, inspired by the prospect of a new challenge. Over across social media a the next ten years, Andrew reestablished his sterling reputation ensure wide-ranging d on a new continent, known as a consummate professional that open homes, and dogg up competition—ensu delivers comprehensive care, persistence, and a personal touch. on their investment. A Based on Australia’s Gold Coast, Andrew brings thirty years and data and analytics to m 3,000 transactions’ worth of experience to his role as agent. Today, the listing process. A he spearheads his work solo under the banner of @Realty and short order. “I love t earns 70% of his business through repeat and referral clientele. For serving my clients’ be his part, Andrew cites decades of insight and an entrepreneurial spirit as the primary drivers of his success thus far. Likewise, To give back to his co integrity and forthrightness play central roles in his relationships school and recently s with clients, many of which far outlast the closing table. “I give anniversary. In his fre professional service and I’m honest,” Andrew explains. “If you travel, cars, and explo are genuine and straightforward, then you’ll find success in the long run. It just makes sense to be honest and to look after people. As for the future of his If you authentically want to help people, you’ll build relationships his imprint on the Gol that last.” What’s more, Andrew is a seasoned real estate investor like a one-stop-shop a in his own right, with a sizable portfolio that demonstrates his their real estate needs aptitude and understanding of the market. “I’m totally immersed of experience for the b in the world of residential property,” he admits, and this extends decades of intrepid ex to his lasting connection to clientele. “It’s something you work outlook, the road ahead Fax 310-751-7068

CONTENTS

4) ARE YOU A VALUEADDED AGENT?

13) EASY BLOG TOPICS FOR YOUR REAL ESTATE BLOG

Phone 888-461-3930 |

17) MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS

22) 6 WAYS TO GET YOUR CLIENT TO TRUST YOU

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Are You a Value-Added Agent?

I’ll bet if I asked ten real estate agents, all ten would answer ‘yes’ to that question. Yet, when I ask agents how they are value-added, they say things like: • I communicate regularly with my clients.

• I have a written listing presentation.

• I am honest.

• I am trustworthy.

Are these ‘value-added’ attributes? Or, does the client expect these attributes and services?

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Are these exceptional services or average services? I’m writing this article at the beginning of a New Year. It’s a perfect time to re-assess your professionalism and master being that ‘value-added’ agent.

Client Expectations are Higher than Ever Unfortunately, too many real estate agents assume they are ‘value-added’ because they are providing the services they want to provide— Top Agent Magazine

the services they think the client values. However, there’s a real client out there, and the client has different expectations. How do I know that? Because so few agents regularly survey their clients. In fact, when I’m speaking to an audience, I survey them, and find that less than 25 percent gather after-sale surveys! So, the majority of agents don’t know if the services they are providing are average or exceptional.

Why Bother Being Exceptional?

• Because you want to set yourself apart.

• You want to create client loyalty.

• You want to create at least 50 percent of your business from client referrals (the latest National Association of Realtors survey Profile of Members found that the average Realtor got only 18 percent of their business from referrals. That’s a hard and expensive way to run a real estate business!

• Because you want to run a more pleasant, profitable business.

Four Actions Value-Added Agents Take How can you identify value-added agents? By their actions. Here are four actions I believe show agents that are above just ‘average’. The principle here is:

Watch the actions, not the words.

If I were a manager, or a seller or a buyer, and I wanted to find a value-added agent, here’s what I would look for: Top Agent Magazine

1. Has a database and populates it This agent is committed long-term to his clients and to his business. He uses a contact management program (CRM) to manage ‘leads’, so none are lost — and clients do not feel neglected. After all, it takes much longer today to convert a ‘lead’ to a sale than it used to take.

Actively using and maintaining a CRM means the agent is committed to forming long-term professional relationships over time.

Other demonstrable actions concerning the agent’s CRM are: • Has a rapid-response method to deal with Internet inquiries and other inquiries via email. (The average client expects a response within eight hours—but a recent survey showed the average agent responded in 50 hours!).

• Has a method to follow up on all leads until they ‘buy or die’. As a client, that means I won’t get lost. As a seller, it means my agent will follow up with all leads and give it 100 percent to sell my home.

2. Invests in the technology and follow-up pros have This agent makes every decision based on their vision of their career at least three to five years in the future. For example, instead of selling someone a house anywhere just to get a sale, my value-added agent sells only in an area they define as their ‘target area’. That way, they’ll get known, and can build on their reputation.

The value-added agent has the ‘guts’ to turn down business! Because they care more about the well-being of the client than getting one grimy commission check, they learn to 5

‘tell the truth attractively’, and work harder to retain the client than to make one commission.

Adding those Client Benefits to your Dialogue

3. Works for referrals, not just sales I said the agent learns to ‘tell the truth attractively’, even if the buyer or seller may not want to hear it. For example, if it’s in the best interests of the seller to list their home at a lower price, the value-added agent has the strategies and the statistics to prove that the seller won’t be well served by pricing higher.

Of course, it’s not enough to actually take these actions. You need to explain to the client why these actions are in their best interests, and how you stand apart from most agents by employing them. Why? Because your client won’t know you run your business so professionally.

And, the client probably doesn’t know most agents don’t run their businesses this way!

And, this value-added agent has the intestinal fortitude to walk away if they know the home will not sell at the client’s desired price (but doesn’t have to too many times because they create a stellar reputation amongst their clientele).

TIP: Always show your clients, don’t just tell them. You do have a Professional Portfolio and evidence on your website, don’t you?

4. Keeps the buyers and sellers’ best interests in mind Our value-added agent makes every decision to grow trust, not just to make a fast buck. For example, the agent sits down with a prospective couple and finds out they can’t purchase right away and creates a plan with them to save for their down payment. Then, the agent keeps in touch over a period of months, offering helpful information and market updates.

Put Yourself to the Test

How many of these actions P. S. Managers and team leaders—two tips do you exhibit?

What do you want to work on to become a true 1. Call each of your agents’‘value-added’ phone mails.

What’s the impre agent?

Are they professional? Do they state the company n TIP: represent your culture and image?

Managers, give your agents a 2. Create a quick class in phone messaging using the ‘test’ on these four points.

In other words, this agent practices seller or buyHow many pass? this blog. er agency representation, not ‘agent agency’!

Copyright ©, 2016 Carla Cros

Carla Cross,CRB, CRB, MA, is theoffounder andSeminars, president Carla Cross & Carla Cross, MA, President Carla Cross Inc.,ofand Carla real management and sales.

Herspecializing internationally s Crossestate Coaching, is an international speaker in realbest-selling estate management and Running business planning for all professionals. agents, Up and in 30 Days, is real nowestate going into its 5thHer edition sevenexperience internationallyas published books, including Up and Running in 30 Days , vast a top-selling agent and award-winning manage and 20 agent and management programs have helped thousands of real sales podium, blending her musical background with her proven estate professionals to the greater productivity and teaches profitability.someone Reach Carla strategies (she uses piano AND even to at play—f 425-392-6914 or www.carlacross.com. and practical).

Find out more at www.carlacross.com.

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PAM THOMAS Top Agent Magazine

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Pam Thomas

Top Agent Pam Thomas of Ray White Maroochydore in Queensland, Australia has forged a successful career based on honesty, knowledge and a true concern for the wellbeing of each and every one of her many grateful clients. Her true passion for real estate has resulted in a business that is based in large part upon referrals and repeat business, perhaps the truest metric of success in this highly-competitive industry.

Pam brings to the table a vast reservoir of experience, having spent nearly three decades 8Copyright Top Agent Magazine

as a sales professional and mentor, and having conducted sales trainings across the continent for the car industry. “I was getting tired of getting on a plane at the crack of dawn every Monday morning,” she recalls, “and then getting home very late on Friday night. I really just wanted to spend more time at home, in my own bed.” In 2015, she made the switch to selling real estate, and her ascendency in the industry was almost immediate. Pam’s passion for real estate is long-held, having bought her first home at the age of 19. Over the years, she has purchased multiple investment propTop Agent Magazine

erties; her management of her own portfolio has given her the expertise required to assist her clients with managing their own.

Pam currently works with partner Kayla Davis, a pairing that has proven more-than-successful. “We both love this industry,” she says, “and even though Kayla is only in her early twenties, she’s been in this business for four years and has done everything. She’s just as passionate as I am.” The pair’s focus on providing exceptional client service has endeared them to all they work with, and has resulted Top Agent Magazine

in a constant stream of referrals. “I think a lot of it has to do with the fact that Kayla and I are both very personable,” says Pam, by way of explaining this impressive level of loyalty. “We’re both very energetic, and we like to have fun with our clients. We take them out on sailing trips, or to the movies, and a lot of other social things. I think it genuinely enhances the experience for them, and they tell other people about that.”

The gratitude Pam’s clients feel for her is perhaps best evidenced by the multiCopyright Top Agent Magazine9

“Pam made the whole buying experience an enjoyable and very comfortable one. Her communication and warmth, as well as her passion for her job helped make us feel —Testomonial at ease through the whole process...” tude of glowing reviews she has received on industry website www.ratemyagent.com. au: “Pam made the whole buying experience an enjoyable and very comfortable one. Her communication and warmth, as well as her passion for her job helped make us feel at ease through the whole process. I look forward to Copyright Top Agent Magazine Copyright 10

continuing a professional relationship with Pam and I will also be recommending her to any friends or family.”

Another factor in Pam and Kayla’s success is the amount of care they put into making sure every one of their listings is presented in the Top Agent Magazine

best light possible. “We’re both frustrated interior decorators,” Pam says with a laugh.

“Our photographer has commented that of all the agents he works with, we probably take the most time on setting up for the photo shoot. And obviously, that translates into a lot more inquiries on the property as well.”

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While the financial rewards of her chosen profession are not inconsiderable, it’s the more personal side of the industry where Pam finds the most satisfaction. “I love being able to help people achieve their goals,” she explains. “Watching a young couple go from owning their first home to then expanding Copyright Top Agent Magazine 11

their property portfolio is extremely rewarding. I have one couple I have been advising that have already bought their third property.”

and does so for many organizations, including Steps and Wishlist. Additionally, she is a sponsor of the Maroochydore Surf Club.

When she’s not working, Pam enjoys nothing more than spending time with family and friends. She also enjoys spending time “sitting in a beautiful restaurant up here on the water, appreciating good food and wine.” She is also passionate about giving back to her community,

As for the future, Pam and Kayla have plans to invest more in the styling side of their business.

They are also focused on growing their business while sacrificing none of the impressive level of client service that has become synonymous with their names.

For more information about Pam Thomas, please call +61-438 - 272 - 096 or email pam.thomas@raywhite.com Copyright Top Agent Magazine 12

Top Agent Magazine

Easy Blog Topics for Your Real Estate Blog Today, blogging looks a lot different than it did back in 2007, when the platform was just beginning to take off. Successful bloggers don’t choose blog topics on a whim. They think strategically and develop pillar content that their target audience will come back to again and again.

Real estate bloggers should be less concerned with whether the same post already exists (it does) Top Agent Magazine

than with how they can be more informative and helpful than their competition. Your personality is likely the thing that your clients connect with, and your blog is another place where you can let it shine.

Pillar content refers to those evergreen posts that never get old because they are always timely.

Think about those questions that you’ve had to

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answer a hundred, if not thousands of times— that’s your pillar content. Wouldn’t it be nice if you could direct your clients to a blog post or, better yet, they discovered the answer on your website rather than you having to constantly repeat yourself?

Or maybe you helped a client sell their house for much more than they were expecting by conducting a series of small and inexpensive renovations. Tell your readers how you did it.

Evergreen Content

Your clients are likely new to the area. Inform them about upcoming community events or mom-and-pop shops they may have never heard of. Are there hiking trails or parks nearby?

What’s the best place to grab a cup of coffee before work or a beer after? You can spotlight these places regularly as a monthly series.

This should really make up the bulk of your content. The possibilities are endless, and you could easily come up with an entire year’s worth of content with only a few hours of brainstorming.

Here are some examples: You could provide your readers with a list of questions they should ask when interviewing a realtor, the steps to becoming a real estate investor, real estate facts all first-time homeowners should know, steps new parents should take to prepare their home for a baby, recommended vendors for home maintenance, or common real estate terms defined.

You could explain to your readers what they need to know about home staging, which home renovations add the most value to their home, how to research schools or crime rates in specific neighborhoods, what a home association is, or how to start flipping houses and buying foreclosures.

Case Studies Sometimes realtors work with a client for years before they are ready to buy a home. Personal finance blogs are a thing for a reason. People want to see exactly how someone else achieved a shared goal. If you have a close relationship with a client who you helped become a homeowner, consider interviewing this client and writing up a case study that shows exactly how the two of you worked together to achieve this goal.

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Stay Local

There are plenty of real estate news outlets that will be posting about the state of the market—but they won’t be talking about your specific community, and that’s where your blog comes in.

Of course, if you only blog about community functions or properties on the market, then as soon as that event is over or that listing is sold, your content ceases being useful.

The best real estate blogs balance their content by posting a little about all the above. Maintaining a high-quality blog means your prospective clients don’t need to visit several websites to have their questions answered because you’ve done the work for them. It’s a tool that helps you make a great first impression.

If you still need help coming up with blog topics for your real estate blog, consider sending a survey out to your clients. You can send it via email and post it on social media. Ask your clients what real estate problems they need help solving and write your content with their responses in mind.

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SARAH DAVIS 15

SARAH DAVIS Sarah Davis started her real estate career in 2004 as the assistant to a highly successful real estate agent on the Lower North Shore of Sydney who taught her how to stay on the cutting edge of marketing properties. Her sales career path started in corporate sales, and after roles in public relations and experience running her own floristry business, she moved into real estate. After her time on the Lower North Shore, she then took a job closer to home on the Mid North Shore as a Marketing Manager for a franchise of Century 21 where she utilized her Communications and Marketing degree.

It only took a year for the sales itch to bite when she moved across into a sales role. “I actually worked for IBM when I left university, so I had a strong sales background. I knew sales was my calling,” Sarah says. Her success in real estate was immediate—she became Rookie of the Year Australia. Noticing her talent, McGrath Real Estate, a leading agency on the East Coast of Australia, approached her to see if she would be interested in taking a job with them. “I’ve been with McGrath now for six and a half years,” she says. She found the professionalism, structure, and level of management at McGrath to be a perfect fit for her corporate background and there she’s continued to thrive, grow her business, and increase her expertise. Sarah’s been recognized in the top 10 women achievers as well as the top 50 achievers at McGrath Estate Agents.

Sarah now leads a team of three, including a full-time business development manager who focuses on working with buyers and a customer service manager who focuses on marketing listings; she is looking to grow the team further over the next year. Sarah and her team sell in a prestigious part of Sydney with a focus on Killara, Lindfield, and Roseville. Seventy percent of her business comes from repeat and referral clients. “I’m very big on customer service and my referral business is very important to me,” she says.

Sarah works in the community where she lives, and she both knows the area well and is very respected there. What keeps her clients coming back and eager to spread the word about her to friends and family? “I’m very open and transparent and have quite a direct personality. People like agents who they can trust —we are dealing with their largest asset and we should never lose sight of that. What you see is what you get with me.” Sarah sends detailed reports and phones her clients almost daily with updates. She and her team are constantly on call and will go to any lengths to help. Perhaps most importantly, her 100% commitment, service and persistency result in properties that are sold quickly and achieve notable prices.

Sarah’s commitment to her clients and her consistency set her apart from other realtors in the area. “I never drop the ball and I take full responsibility for everything, always maintaining my enthusiasm. My passion for what I do is continual,” she says. “Real estate can be an emotional game—there are many ups and downs—but to keep laser focused on the job at hand is a skill that gets results.”

To keep in touch with her past clients, Sarah holds a client appreciation party every year where her past and present clients attend. Past clients often reach out to her even once they have moved on for advice on real

estate in general or regarding their next purchase. Being the consistent agent she is, each month she sends out to her database a regular newsletter full of helpful market updates and local community news. She also bumps into past clients when she is out in the community and always enjoys stopping to chat with them.

When it comes to marketing, Sarah conducts a thorough and varied campaign for each listing. For high-end properties, she creates video tours in which she provides a walk-through of the property. She also sends out letterbox postcards targeted at people likely to want to upgrade to a larger home. With the digital age entrenched in the industry, she has a strong focus on online marketing, promoting listings on Facebook, Instagram, and other social media. McGrath’s own magazine features her listings and targets interested buyers in other areas, which can help reach the 60% of Sarah’s buyers that come from outside the area she works in. Sarah also posts ads in local papers, which are still going strong and are widely read by community members. Wednesday and Saturday she hosts well-attended open houses.

Sarah also emphasizes that she is big on getting on the phone and matching buyers with her listed properties. “You can’t just rely on the internet or papers to find your hot buyers. Often they are embedded in past open for inspection books or in our buyer’s database. You have to be proactive across all marketing options,” she adds.

What’s her favorite part of the job? “I love the people,” she says. “I love meeting people and listening to their stories and I really enjoy my role in assisting them as they transition to their next chapter, be it moving on from the family home of 30 years or moving into a new area to create a new lifestyle for their family. Being a natural salesperson I also love the chase and the negotiation. Working with two parties to get a common result everyone is happy with is very satisfying.”

To give back to the community, Sarah sponsors the Lindfield Junior Rugby Club, a grass roots rugby club with over 600 members that she supports in a wide variety of ways including volunteering on the BBQ on carnival days. “It’s important not just to hand over the dollars, but to also be involved actively,” she says with a smile. She also supports and volunteers with the local primary school. She sits on a couple of local committees that work with Local Council and State Government on important issues that affect the community, including local development.

In her free time, Sarah enjoys spending time with her family, including her partner, her three daughters and stepsons. “Family to me is everything, but my close knit group of girlfriends are also very important to share time with,” she says. She enjoys watching her youngest daughter play soccer on Sundays, taking her two whippets for walks, and gardening whenever she can.

For the future, she endeavors to continue growing her team by adding new junior agents. “I want to keep my team passionate, enthusiastic and consistent,” she says. “Sydney is a growing city and I work in one of the most beautiful areas—there is fantastic opportunity for me to build my team further.” She plans to double her business in 2019. Now those are ambitious goals and ones that with her drive and dedication she’s sure to accomplish!

To find out more about Sarah Davis, contact her via mobile on +61 414 616 515, phone at 02 9496 2909 or by email at sarahdavis@mcgrath.com.au You can also check her out online at mcgrath.com.au/agent/1281-sarah-davis www.

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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 Top Agent Magazine

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.

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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, 18

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.

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AMAL KHODAIR-VEMANA

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AMAL KHODAIR-VEMANA After getting her start in the real estate business by way of property management, Amal Khodair-Vemana set out to launch her own imprint in 1999. She had built substantial experience working alongside investors and property owners of all kinds and had proven herself capable in the detail work required to succeed in the industry.

When a property owner asked Amal to sell on her behalf, Amal sensed an opportunity to expand her repertoire and serve clients as a one-stop-shop.

Years later, Amal is in command of a flourishing business and pristine reputation, grounded by her commitment to quality care, due diligence, and abiding integrity.

Based in Adelaide, Amal spearheads her work solo and is proficient in the areas of residential and commercial sales, as well as leasing and property management. Considering her multiple decades of experience, Amal nets almost the entirety of her business through repeat and referral clientele—a glowing testament to her staying power. An expansion to buying and selling property on behalf of clients was a natural transition from property management, and today Amal provides a range of services to those she serves. Whether navigating the day-to-day intricacies of property management, or launching intrepid campaigns for homes headed to market, Amal has established herself as a consummate professional whose results keep clients coming back. In contemplating her professional approach, Amal cites persistence, forthright communication, and an interpersonal touch as the foremost drivers of her success thus far. “In real estate, you can’t take any shortcuts,” she says. “The reason I am where I am today is because of my excellent service, attention to detail, and my follow-through. I never take a shortcut, no matter how big or small the job is. It all comes down to good service. I give my clients straightforward advice and the results speak for themselves.”

Of course, communication plays a central role in Amal’s approach.

This means honesty, clear expectations, and thorough prepara-

tion—whether buying, selling, leasing, or managing.

Likewise, Amal makes it a point to never overpromise or underdeliver. Completing her due diligence is part of Amal’s signature style, and her detailed research presentations yield superior results. “I’m clear when giving feedback,” she says. “I keep my clients up to date on how the market is doing, as well as the status and value of their property. I’ve worked tirelessly since 1999 and I’ve experienced all the phases the market—the good and the bad. To me, this industry is really all about people, how you can help them, and making a difference in somebody’s life.”

When it comes to marketing properties, Amal accounts for every detail. She completes in-depth research reports prior to consulting with clients, then discusses property values and goals to establish a cooperative, dynamic plan from the outset. From there, professional photography, videography, and any necessary staging or minor repairs are leveraged to present homes in their finest light. Strategic pricing is essential to an effective market debut, and Amal’s efforts to secure premium visibility online and in person regularly lead to offers beyond a home’s highest reserve. Recently, at least a few listed properties in Amal’s arsenal have earned over $80,000 to $90,000 over asking price. “I’ve worked in other fields before going into real estate, but what I love about this business is that I’m able to help people achieve their goals and dreams,” she says. “It’s all about being of service and exceeding expectations.”

To give back to her community, Amal is most interested in supporting causes related to mental health and homelessness. In her free hours beyond the office, she enjoys spending quality time with her family and loved ones, especially her mother and her two sons. As for the future of her business, Amal has a five-year plan in place to expand her enterprise and be of continued service to those in her community. For now, she is content to build upon her established legacy and stand out as industry influencer for years to come.

To learn more about Amal Khodair-Vemana email amal@amkarrealestate.com.au, visit amkarrealestate.com.au, call +61 401 242 352, or visit her Facebook page here. https://www.facebook.com/amkarrealestate/

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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 Top Agent Magazine

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?

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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.

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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.

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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 ®

Top Agent Magazine

ANDREW COLLEY Andrew Colley’s experience in the real estate industry runs the gamut. Growing up as the son of an architect, Andrew always took a keen interest in homes, often pouring over editions of Country Life magazine to glimpse the fantastic properties of the English countryside. At seventeen, Andrew made his industry debut in London, learning the ropes, ascending the ranks, and ultimately cementing himself as an incisive manager of an office and sales team that led his outfit to expand production fivefold during his tenure. After years of persistent success amidst fluctuating markets, Andrew remained ambitious and adaptive in his professional approach.

Then, after a memorable holiday on Australia’s Gold Coast to visit an old friend and colleague, Andrew made a move to distant horizons in 2008, inspired by the prospect of a new challenge. Over the next ten years, Andrew reestablished his sterling reputation on a new continent, known as a consummate professional that delivers comprehensive care, persistence, and a personal touch.

Based on Australia’s Gold Coast, Andrew brings thirty years and 3,000 transactions’ worth of experience to his role as agent. Today, he spearheads his work solo under the banner of @Realty and earns 70% of his business through repeat and referral clientele. For his part, Andrew cites decades of insight and an entrepreneurial spirit as the primary drivers of his success thus far. Likewise, integrity and forthrightness play central roles in his relationships with clients, many of which far outlast the closing table. “I give professional service and I’m honest,” Andrew explains. “If you are genuine and straightforward, then you’ll find success in the long run. It just makes sense to be honest and to look after people.

If you authentically want to help people, you’ll build relationships that last.” What’s more, Andrew is a seasoned real estate investor in his own right, with a sizable portfolio that demonstrates his aptitude and understanding of the market. “I’m totally immersed in the world of residential property,” he admits, and this extends to his lasting connection to clientele. “It’s something you work

hard for and it takes years to get there, but when you form those relationships, it’s so important to keep in touch.” To accomplish this, Andrew checks in regularly to see how things are faring in the lives of his past clientele. He also takes an active role in community events as a way of staying bonded to the neighborhood and region he now calls home.

When it comes to marketing properties, Andrew’s approach is informed by a seasoned expert’s skill and knowledge. All marketing campaigns are customized to suit the property in question and include pre-marketing touches, including staging, professional photography, and floorplans that provide prospective buyers with an immersive first impression. Then, properties are promoted across social media and the leading online listing platforms to ensure wide-ranging digital exposure. Of course, strategic pricing, open homes, and dogged persistence also invite interest and drum up competition—ensuring sellers recoup the best possible return on their investment. Andrew is particularly interested in turning to data and analytics to make informed, strategic choices throughout the listing process. As a result, he yields exceptional returns in short order. “I love the chase of meeting my yearly goals and serving my clients’ best interests,” he says.

To give back to his community, Andrew sponsors a local primary school and recently supported the celebrations of their ten-year anniversary. In his free hours beyond the office, he most enjoys travel, cars, and exploring new homes and design trends.

As for the future of his business, Andrew plans to continue growing his imprint on the Gold Coast, with aspirations to run his business like a one-stop-shop and offer clients a range of services to meet their real estate needs. For now, he is content to utilize his years of experience for the benefit of those he serves. Finally, with three decades of intrepid experience behind him and an ever-ambitious outlook, the road ahead is bound to be promising for Andrew Colley.

To learn more about Andrew Colley email andrewcolley@atrealty.com.au, visit andrewcolleyproperties.com.au, call +61 488 217 803, or visit his Facebook page here. www.

https://www.facebook.com/AndrewColleypropertiesatrealty

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