CHICAGO 10-11-21

CHICAGO EDITION

CONCIERGE CARE:

Services that Lure Clients and Transform Your Reputation

Business Growth Hack:

ABSORB YOUR CLIENTS’ STRESS! How to Incorporate Current Events to Your Email Blasts and Stay Relevant

FEATURED AGENTS

TIM BOUAPHANH TANYA DIAZ KIMBERLY BROZNOWSKI POWERS JUAN J. NARVAEZ COVER STORY

TIMOTHY RHOTEN & IRINA BUGATOVA

CHICAGO EDITION

JUAN J. NARVAEZ KIMBERLY BROZNOWSKI POWERS 7

TIMOTHY RHOTEN & IRINA BUGATOVA

TIM

Juan J. Narvaez for hi Kimberly Broznowski Powers began can’t his real estate career Throughout every step, she commu 15 a time8 when 21 27 nicates frequently, making 29 eachselve remember estate clien yearsreal ago, butwasn’t his interest in the business a part of life. “Igoes watched my mom work feel as if they are the only one.

Whethe way back. “When I was little, my year a as an agent my whole life, so growing she’s assisting a seller in getting th uncle Benny rehabbed properties and I used pay t up it was not uncommon to do homemost for their property, or finding to visit him,” Juan recalls.

“I didn’t know it I just work at open houses or sales centers,” buyer’s dream home, every person wh she explains. When then,her butfriends that’s started when the seed was planted.” works with Kim leaves the transactio work buying houses after graduated from Aftershegraduating from the University of with a smile. cousi college, she decided to get her real estate Illinois at Urbana-Champaign, Juan got Over 20 years in the industry, she I just love license. “My mom encouraged me to join a job selling fu refe @properties, after I was with office another supplies. “One of my what she does, and has a largemy was with a Realtor®, and he ral-based Word spreads fas brokerage in thebiggest city.

I’msales soDIAZ glad I did, TIM BOUAPHANH TANYA KIMBERLY BROZNOWSKI JUANbusiness.

J. NARVAEZ neve because we really great marketwashave happy with the service I POWERS gave him. We about Kim’s work, with clientsWhen hesitating to leave glowing reviews.

On ing and an awesome group of brokers.” started talking, and he asked me if I ever watch recently said, “Kim has helped me with renting m I found out I just loved everything about real estate BOUAPHANH wanted to do real estate. He noted that if I “Chic and found my long-term home with @properties. condo for the past few years and when it was time t could do cold calling sales, I could also do real estate!”

A first generation Kim is primarily a solo agent, she and her mom Linda sell it, Kim was so helpful! She answered all of th questions that I hadEver and worked to is getproud it sold to quickly Juan got his license 2013, and rest is history. and ser Broznowski sometimes co-list together. in Recently, her the a great achieve advisor throughout the entire proces past client and contractor Jeff Hayes II joined @. has Kim since, Juan has excelled atIthelping hiswas clients been great offering clients a full service experience. I will miss working with her!” their real estate goals.

In the future, Juan Serving the greater Chicagoland area, Kim provides someKim point.

I came spends a lo unparalleled service, resulting in most of her business Passionate about her community, Juan mainly serves the South Sideofoffree Chicago, in parlove to time getting involvedand withI would local events an deriving from repeats and referrals. groups.

She is different the vice president of the looks PTA for he ticular the Midway area, but he works in many all, Juan forw children’s school and enjoys volunteering. A membe “I’m a very full-service agent,” Kim says.

“I have great areas of the city. An impressive 99% of Juan’s business and his community vendors and always offer staging options. I also have a of the Arlington Heights Chamber she has sponsore comes from repeat and referral clients, a feat that speaks I love meeting clie wonderful assistant, Jen Rojas, and we often help our events and loves shopping local! A mother of three to the trust and confidence he inspires. about different peo out with family clients sell/donate items when they get their homes she also spends her off hours hanging hockey rinktime or base ready to list.” Kim goes the extra mile to make her cheering on her sons at theand every we buyers and sellers happy, doinghonest everything it takes to ball field.

“I’m always with my clients,” Juan explains. “I Then, when it come ensure a smooth transaction. With her MRP certificagive them full transparency every step of the way. They ously and make th tion (Military Relocation Professional), she is also able Growth is in Kim’s future, as she plans to take on mor that with theytheir canmoves. listen to my advice andinwe’ll do this area. different, butcomple they a business the Chicagoland With Kim to help those in know the military ing over Million in sales,ofworking buyer together. Every time there’s a decision to 100 make, I will helpingwith differen sellers investors, and it’s clear she’s on the right track Raised in Arlington she has livedwhich all overdoors makeHeights, sure they know are and available, she can’t wait to see what happens next. “I lov Chicago and loves assistchoose all clients finding theyto can theinone theytheir want and to walk through.” dream home. “I’ve worked both in the city and the the people I meet and building relationships is m suburbs, and I don’t limit myself to a certain area.” favorite part about what I do.”

TIMOTHY RHOTEN & IRINA BUGATOVA 4) HOW TO INCORPORATE

CURRENT EVENTS TO YOUR EMAIL BLASTS AND STAY RELEVANT 14) HOW TO OVERCOME YOUR WORKPLACE FEARS

CONTENTS

18) BUSINESS GROWTH HACK: ABSORB YOUR CLIENTS’ STRESS!

25) CONCIERGE CARE: SERVICES THAT LURE CLIENTS AND TRANSFORM YOUR REPUTATION 28) ARE YOU DOING BUSINESS AS YOU ON FACEBOOK?

Staying in touch with past clients is important, and Juan followsabout up with phoneBroznowski calls to let Powers, them know he is For more information Kimberly please call (773) 294-6234 or there for them.

He also maintains those relationships onat kpowershomes.com email kimpowers@atproperties.com, or visit her testimonials page social media, which also provides a source for new cliPhone 310-734-1440 | Fax 310-734-1440 ents. “I get complimented a lot on my social media, and I get many clients from Facebook and Instagram,” JuanCopyright Top Agent Magazin mag@topagentmagazine.com | www.topagentmagazine.com says. “Many times I will take a photo of clients when we close, to let people know: people boughtTop a Agent No portion of this issue may be reproduced in any manner whatsoever without prior these consent of thejust publisher.

Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published For more home, and you can too.” www.

materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

To subscribe or change address, send inquiry to mag@topagentmagazine.com.

When it comes to marketing, social media also proves Published in the U.S. a valuable tool for Juan to ensure maximum exposure

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please email jn.re or visi

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mailto:mag@topagentmagazine.com

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How to Incorporate Current Events to Your Email Blasts and Stay Relevant Email marketing is a cost effective and straightforward method of getting your name and services in front of clients with just a few keystrokes. This tried-and-true approach to digital marketing is a favorite of many, and there are countless ways to customize (and maximize) your email blasts to reap superior results. Despite this, many real estate profes4

sionals are content to standardize their email advertising and take a broad, one-size-fits-all approach to capturing interest and leads. While an up-front sales pitch certainly has its uses and benefits, it doesn’t hurt to shake up your routine and refresh your email marketing approach by adding specifics that draw renewed interest from your audience.

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One way to accomplish this is by tying in current events and local happenings to your email blasts. After all, your sphere of influence likely receives countless marketing emails per day. To cut through the noise, sharpen your message with a few specifics that separate your communications from the pack. Not every email should be focused on closing a sale, or else your audience will learn to stop listening.

How do you build your brand, stay top of mind, and keep the lines of communication open with your clientele? Here are a few ideas to get you started.

against an old rival? Do they host themed fan days honoring veterans or catering to families? Tailoring your communications to a local sports franchise’s big news or next event can draw intrigue and provide added value for your clients. Remember, not every communication you send should be focused on pitching and closing a sale, otherwise your audience will tune out your emails altogether. Instead, incorporate fun, community-oriented content that lets readers know you’re a resource for much more than real estate.

Sports news makes a splash

Become a one-stop-shop for holiday fun and seasonal ideas.

People love to rally behind the home team.

Is a regional, local university, or professional sports team in your area headed to the playoffs or the championship? Are they facing off

From Mother’s Day to Thanksgiving, anyone can send an email wishing clients a happy holiday. While the sentiment is a good one, you’ll be one of dozens flooding inboxes with

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your well-wishes. Instead, go beyond the traditional greetings and good tidings and become a hyper-specific resource for clients. Create a gift guide for Mother’s Day, outline family-friendly local events occurring in your area around the holidays, or engage in a promotional partnership with a local business who’s offering a holiday special of their own. In other words, don’t settle for just saying hello during certain times of the year. Instead, up the value of your email blast by offering clients curated information that relates to their interests and area.

Doing so makes your emails a must-read, while demonstrating your ability to go the extra mile.

Pop culture serves as a fun and timely tie-in.

Is a new gaming app sweeping the nation? Have your social media feeds been flooded with the same viral video? Is everyone gossiping about the same TV show premiere? Pop culture tie-ins in your email marketing campaigns can be extremely effective, but in order to for

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them to work, you’ll need to move quickly and keep your focus on the phenomenon, rather than your service pitch. The goal behind pop culture marketing tie-ins is communicating the progressiveness and hip factor of your brand, while capturing timely, topical interest that’s at a fever pitch. Everyone wants to be in on a running joke or trend, and if you leverage trending pop culture moments in your email marketing, you’ll be able to draw views and clicks from a wide audience.

Plenty of services offer standardized email marketing templates and content for today’s real estate professionals, and while the motivation behind marketing is transactional, your communications don’t have to be. The surest way to make an impact in your clients’ inboxes is to add original value and break apart from the pack. Consider updating some of your routines with these current events oriented techniques and your email audience is sure to take a second look.

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TIMOTHY RHOTEN & IRINA BUGATOVA

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“My wife and I always strive to make sure our clients are getting the best deal,” says Top Agent Timothy Rhoten - Managing Broker/Owner of Red Carpet Realty and Rentals in Chicago.

Timothy Rhoten - Managing Broker/Owner of Red Carpet Realty and Rentals in Chicago – is a hardworking, truly dedicated real estate professional who has well over two decades of experience working with satisfied clients.

As one of the United States’ premier seller’s agents, Timothy has devoted himself to providing his customers with top notch client service, 8Copyright Top Agent Magazine

leaving in his wake a loyal fan base who continue to return for his services and to refer friends and family.

Timothy began his real estate career in 1999.

Since then, he has built a thriving business that is based on a solid foundation of honesty and integrity. Working alongside his wife Irina Top Agent Magazine

– who focuses primarily on working with buyers, the pair have more than earned their stellar reputations as trusted real estate advocates for everyone they work with.

Currently, more than half of Timothy’s considerable business is based upon repeat clients Top Agent Magazine

and referrals, an impressive statistic and one which clearly illustrates the exceptional customer service he is providing. “My wife and I always strive to make sure our clients are getting the best deal,” says Timothy, when asked how they have managed to engender such exceptional levels of trust and loyalty Copyright Top Agent Magazine9

Timothy and Irina own their own construction company, Red Carpet Renovations, a fact that adds considerably to the value they can provide their clients. “We’re kind of a one-stop shop.” amongst those they work with. “On the buyer’s side, in this competitive market, it’s not always about getting the lowest price. It’s about getting creative with the deal so that it’s the one that is accepted in a multiple offer situation.”

Another primary factor that has contributed largely to Timothy’s success story would be the fact that he and Irina own their Copyright Top Agent Magazine 10

own construction company, Red Carpet Renovations, a fact that adds considerably to the value they can provide their clients. “We’re kind of a one-stop shop,” explains Timothy.

“If a buyer or seller calls us, and they need advice on what it would take to get a house ready to sell, or if they want to make renovations to a home they are purchasing, we can give them almost a real time estimate so they can make an educated decision.”

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Other reasons for Timothy’s continuing and rapidly expanding success story would include his expert negotiation skills and his thorough, intelligent marketing strategies that include exclusive use of professional photography (regardless of the home’s price point) and Matterport 3-D walkthrough tours.

Additionally, deft utilization of social media platforms helps ensure maximum exposure for his many listings.

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“What I like most about what I do for a living,” enthuses Timothy, “is that I get to help people with what is most like the largest purchase or sale of their lives.” Both Timothy and Irina work hard to ensure that the relationships they form with their clients far transcend the closing table.

When he’s not busy helping his clients achieve their dreams, Timothy enjoys nothing more Copyright Top Agent Magazine 11

than spending time with Irina and their two children. The couple are also closely involved with their children’s schools.

Timothy’s plans for the future of his business include continued growth, and the addition

of additional team members to support that growth. Above all, however, remains his longtime, overarching objective: to continue providing his clients in The Windy City with the unparalleled customer service that has long been his calling card.

For more information about Timothy Rhoten, please call 312-545-2443 or email TimRhoten50@gmail.com Copyright Top Agent Magazine 12

Top Agent Magazine

J. Michael Black is proud to congratulate

Timothy Rhoten

on being featured for the state of Illinois in Top Agent Magazine!

J. Michael Black | NMLS ID# 559977 SR. MORTGAGE CONSULTANT

• Email: Michael@JMichaelBlackGroup.com • Cell: (773) 426-6798 • www.JMichaelBlackGroup.com 900 N. Franklin Street, Suite 503, Chicago IL 60610 Branch NMLS ID#1140792, RM.804129.004

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How To Overcome Your Workplace Fears Fear is something that can help protect us from danger, but it is also something that can be a hindrance to us in our lives, especially when it keeps us from potentially thriving and growing as a person. This is especially true in the workplace. Here’ a look at some proven ways to overcome common workplace fears.

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ASSESS THE FEELINGS BEHIND THE FEAR

Really owning the emotions that are putting you in a place of fear, is the first step. By just naming it and then talking it out in your head, what exactly you’re feeling and why, it can help deflate the fear. Think of it as releasing some of the fear into the ether. Yes, you’ll still be nervous about your presentation, but a lot of what was holding you back is gone. You’ll feel lighter, and hopefully have just enough butterflies to make your soar.

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TALK ABOUT YOUR FEARS WITH A TRUSTED CO-WORKER

Nothing can make you feel more isolated than going down the path of “This is something that only happens to me.” Trust me, it doesn’t, and you might be surprised to find out that some people have had it even worse. Talking to someone you trust and admire, hearing their own fear horror stories and how they overcame them, will help normalize what you’re feeling. Releasing yourself from the idea that it’s something about you, will be an enormous relief.

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THINK OF THE WORST CASE SCENARIO

Although it might seem counter-productive, truly assessing what the worse outcome of the situation you’re afraid of serves two purposes. It might lead you to realize the worst case scenario isn’t that bad 14

after all. Of course it could also lead you to a really uncomfortable thought, you could lose your job. As bad as that is, it also gives you an opportunity to start focusing on what really matters, and how you might grow from the experience and possibly end up better off. Countless people in their dream jobs now, were once fired and thought it was the end of the world.

Hopefully, that won’t happen to you, but learning to have confidence in your abilities to always find a way, will be a great tool in overcoming fears.

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COMPARTMENTALIZE

If you’re a super-organized type, you might try actually setting aside time in your day to focus on your fears. It might seem odd, but it will let you NOT focus on your fears during the other hours of your day. Think of it as a task, you aren’t just sitting there worrying, you’re taking in your fears and figuring out ways to overcome them.

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START THINKING OF YOUR FEARS AS OPPORTUNITY FOR GROWTH

Start thinking of fears as challenges. As scary as it might seem to face them, for the most part they are things that can be fixed. A lot of fear is based on inexperience which leads to a lack of confidence.

A common fear is workplace evaluations. Instead of looking at it as hearing everything that is wrong about you, think of it as an opportunity to see where you can improve. Going into it with a positive attitude rather than a defensive posture, will make the whole thing better for both parties.

Overcoming fears is oftentimes about a simple attitude adjustment. Like anything it takes practice, but the results of that practice will lead to a life that you’re able to thrive in both personally and professionally.

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TIM BOUAPHANH Top Agent Magazine

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TIM BOUAPHANH

For Chicago Realtor Tim Bouaphanh, the process of helping people find their dream home has all of the adventure of a treasure hunt. “I love exploring this city, and discovering the hidden gems in its many diverse neighborhoods,” Tim explains. “But being able to share a discovery with someone looking for that very kind of home—that’s even better!”

“I was doing research on different neighborhoods to find a new place to rent, and I found that I really enjoyed that process, loved traveling around the city. I actually got into real estate during the housing crisis. Everyone I knew thought it was a risky move, but I saw it as a strong learning opportunity that would pay off big in the long run.”

Tim’s own road to Chicago was quite an adventure in itself. In 1980 he immigrated to the US from Laos with his family, refugees in the wake of the Vietnam War. They first settled in Michigan, later moving to the small town of De Leon Springs in Central Florida, where Tim began to thrive. After graduating high school he moved to Atlanta, attended Georgia State University, and began a successful career in restaurant management. He moved to Chicago where he worked with some of the biggest names in the food service industry, Graham Elliot and Billy Dec. At the time, he didn’t know that his real destiny lay just around the corner.

Tim has been a Realtor going on ten years now, serving clients all over Chicago and its suburbs with d’aprile properties. An impressive 90 percent

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of his business comes from referrals or repeat clients, who praise him for the personal attention he gives them and for his deep knowledge of the local market. One couple summed up their experience with Tim like this: “As first time buyers, we had a lot of questions and Tim was patient and full of information….He knew the questions to ask when we didn’t. I would highly recommend Tim Bouaphanh to anyone looking for a new home.”

As a longtime resident of Chicago who has made a hobby out of getting to know the city he loves, Tim can find pretty much any kind of home a client happens to be looking for.

Moreover, he treats them as he would any friend. “I’m honest, and easy to work with.

I’m very familiar with Chicago’s neighborhoods and I’ve built strong relationships with people throughout these communities, so I can also recommend any kind of professional a client might need.”

When he’s not working, Tim of course participates in the life of his community, contributing to fundraisers such as Dining Out For Life to increase HIV awareness. In his leisure he loves biking around the city, going to the beach, or just staying home and watching movies.

Recently, Tim suffered the deaths of both his father and younger sister to Covid, and so he’s been in Florida helping his mother deal with the loss. It’s left him more determined than ever to get his license in Florida, so that he can remain close enough to help her. Beyond that, he plans to keep building his brand and increasing his reach within the industry. He was recently licensed to stage homes and will soon be offering a home staging consultation as a complementary part of his listing package. He eventually hopes to start his own staging company.

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Contact Tim at 312-450-5130 or email tim@daprileproperties.com

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Business Growth Hack: Absorb Your Clients’ Stress!

Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth.

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You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up

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your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.

Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.

Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family.

And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.

Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.

Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.

Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine

Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and

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sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.

Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted.

Instead, they know trust must be earned and nurtured over time.

Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 20

mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”

Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.

If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help.

When clients feel cared for, they remember the agents and partners who helped them.

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TANYA DIAZ Top Agent Magazine

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TANYA DIAZ

Once the final bell rings at school for the day, most kids can’t get home fast enough. But Tanya Diaz remembers her childhood a little differently.

“My dad would pick us up from school and often we would head straight to one of the properties he was rehabbing,” she says. For Tanya, this was much more exciting than working on homework in her room. “I would be reading my school books next to a hammer, and I really enjoyed it.”

Driving to different neighborhoods and exploring new places, she always felt drawn to the real estate world. After going to college for a bit and looking into other paths, Tanya earned her real estate license and never looked back.

Today, she is the broker/owner of Main Event Real Estate Group, alongside her husband David Diaz. Their name is partly inspired by the fact that real estate is a major chapter in life, and also by David’s past career as a ‘96 US Olympian and World Champion 22

fighter. “He’s well-known in Chicago, so I wanted to tie that into our name,” Tanya says.

While David’s fame surely helps Main Event Real Estate Group stand out, it is their exceptional customer service that has allowed them to flourish. With 13 total team members, they put their clients’ needs first at all times. Tanya’s experience managing and growing another brokerage meant Main Event Real Estate Group was

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destined for success. “Once we opened, we had agents calling us asking to join, so we welcomed them on and now we’re focusing on adding more to the team.” Knowing the importance of the client experience, Tanya focuses on working with agents who offer unparalleled support and guidance to each buyer and seller. “Our priority is honesty and 100% service. This is a major purchase in a person’s life, so we are going to give it our all.”

This approach catches the attention of other industry professionals, with Tanya and the team practicing respect with everyone they encounter. “I like my peers, and I make sure that I get along with them. It’s such a big industry, but it’s also small, and your reputation goes far. While you have to negotiate and fight for your clients, you can do so with a great attitude, and that just helps the process go even smoother.”

For Tanya and David, entering the real estate industry offered not only the chance to have a lasting career, but also a way to give back to the community. They partnered with friends and started The Clubhouse Athletics in Belmont Cragin, wanting to provide an outlet for local children. “It’s a place for kids to come work out, stay positive and healthy.”

Tanya is also past executive secretary for the National Association of Hispanic Real Estate Professionals. During any free time, she can be found attending her son’s baseball games or hanging out with family.

As the team continues to grow, they become increasingly passionate about what they do, wanting only what is best for those they serve.

“What I love most about this path is the emotional side of it. Real estate can be stressful, but seeing my clients happy at the end is so satisfying. It means everything to me.”

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For more information about Tanya Diaz, please call 773-851-1570 or email tanya@maineventrealestate.com Copyright Top Agent Magazine 23

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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 26

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

KIMBERLY BROZNOWSKI POWERS Kimberly Broznowski Powers can’t remember a time when real estate wasn’t a part of life. “I watched my mom work as an agent my whole life, so growing up it was not uncommon to do homework at open houses or sales centers,” she explains. When her friends started buying houses after she graduated from college, she decided to get her real estate license. “My mom encouraged me to join @properties, after I was with another brokerage in the city. I’m so glad I did, because we really have great marketing and an awesome group of brokers.”

I found out I just loved everything about real estate and found my long-term home with @properties.

Kim is primarily a solo agent, she and her mom Linda Broznowski sometimes co-list together. Recently, her past client and contractor Jeff Hayes II joined @. It has been great offering clients a full service experience.

Serving the greater Chicagoland area, Kim provides unparalleled service, resulting in most of her business deriving from repeats and referrals.

“I’m a very full-service agent,” Kim says. “I have great vendors and always offer staging options. I also have a wonderful assistant, Jen Rojas, and we often help our clients sell/donate items when they get their homes ready to list.” Kim goes the extra mile to make her buyers and sellers happy, doing everything it takes to ensure a smooth transaction. With her MRP certification (Military Relocation Professional), she is also able to help those in the military with their moves.

Raised in Arlington Heights, she has lived all over Chicago and loves to assist all clients in finding their dream home. “I’ve worked both in the city and the suburbs, and I don’t limit myself to a certain area.”

Throughout every step, she communicates frequently, making each client feel as if they are the only one. Whether she’s assisting a seller in getting the most for their property, or finding a buyer’s dream home, every person who works with Kim leaves the transaction with a smile.

Over 20 years in the industry, she loves what she does, and has a large referral-based business. Word spreads fast about Kim’s work, with clients never hesitating to leave glowing reviews. One recently said, “Kim has helped me with renting my condo for the past few years and when it was time to sell it, Kim was so helpful! She answered all of the questions that I had and worked to get it sold quickly.

Kim was a great advisor throughout the entire process.

I will miss working with her!”

Passionate about her community, Kim spends a lot of free time getting involved with local events and groups. She is the vice president of the PTA for her children’s school and enjoys volunteering. A member of the Arlington Heights Chamber she has sponsored events and loves shopping local! A mother of three, she also spends her off hours hanging out with family, cheering on her sons at the hockey rink or baseball field.

Growth is in Kim’s future, as she plans to take on more business in the Chicagoland area. With Kim completing over 100 Million in sales, working with buyers, sellers and investors, it’s clear she’s on the right track, and she can’t wait to see what happens next. “I love the people I meet and building relationships is my favorite part about what I do.”

For more information about Kimberly Broznowski Powers, please call (773) 294-6234 or email kimpowers@atproperties.com, or visit her testimonials page at kpowershomes.com www.

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Are You Doing Business As YOU On Facebook?

Are you ‘Doing Business As YOU’ on your personal Facebook page? In other words, are you posting your business content from your personal page?

Yesterday a REALTOR® asked us, “Why should I bother with a company Facebook page? Can’t I just post everything from my profile page?”

The answer lies in what we call division of content. As you may be aware, social media began as just that… social. It was never truly intended for business use.

Over time, as businesses began to see the potential in reaching the masses in a new way, they began to intrude on this communication. Today, it is widely accepted that business will be conducted on all social platforms, but the manner in which we do so (and in which we are received) is still a touchy subject at times.

We believe it’s important to be transparent on social media. Draw the line between communicating as the Person and the Professional. Not only does this help you keep your content separate and appropriate, it also gives the control to your network of family, friends, colleagues, acquaintances and customers.

They get to decide whether to ‘like’ or ‘follow’ your company page. They get to decide whether they want to see your business related posts. User control is the #1 reason you need a business page if you’re conducting business on Facebook. Wouldn’t you rather have a willing and engaged audience over a forced, potentially reluctant one? We have personally eliminated many of the ‘DBA’ offenders from our news feeds and you have likely done the same.

As in all controversial social media topics, there is some gray area. And that gray area is often subjective, so consider this post food for thought and decide for yourself. We try our best to keep professional content on our business pages, with a couple of exceptions: 1. Philanthropic Promotion: We’re in favor of posting anything that will help an organization in need on both your personal and business pages. Nonprofits often have little to no marketing budget and rely on all of us to promote their good works, so we believe that’s a good line to cross (as long as it’s about the organization, and not you).

2. Recognition Tagging: Facebook does not allow you to tag an individual on your business page. Yes, there are some tricky work-arounds, but they are inconsistent at best. So when it’s truly important for us to recognize and tag an individual, especially someone who has done something nice for us (inviting us as guests on their radio show or podcast, for instance), we will generally post that on the business page first, then share it from our personal pages, along with a comment recognizing and tagging the individual(s) or business who helped us.

Either way (personal or business), remember to be true to the social aspect. Our participation on social media should be about giving, helping, recognizing and connecting…especially when it comes to your business.

Tonya Eberhart is the Branding Agent to Business Stars and founder of BrandFace®, LLC. Michael Carr is America’s Top Selling Real Estate Auctioneer & BrandFace® partner. Together, they focus on personal branding and marketing designed to help real estate professionals become the face of their business & a star in their market. BrandFace® for Real Estate Professionals is a book, professional speaking series and an exclusive workshop for agents, and is currently active in 18 U.S. states, Canada and New Zealand. For more information, visit www.BrandFaceRealEstate.com.

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JUAN J. NARVAEZ Juan J. Narvaez began his real estate career 8 years ago, but his interest in the business goes way back. “When I was little, my uncle Benny rehabbed properties and I used to visit him,” Juan recalls. “I didn’t know it then, but that’s when the seed was planted.”

After graduating from the University of Illinois at Urbana-Champaign, Juan got a job selling office supplies. “One of my biggest sales was with a Realtor®, and he was happy with the service I gave him. We started talking, and he asked me if I ever wanted to do real estate. He noted that if I could do cold calling sales, I could also do real estate!”

Juan got his license in 2013, and the rest is history. Ever since, Juan has excelled at helping his clients achieve their real estate goals.

Juan mainly serves the South Side of Chicago, in particular the Midway area, but he works in many different areas of the city. An impressive 99% of Juan’s business comes from repeat and referral clients, a feat that speaks to the trust and confidence he inspires.

“I’m always honest with my clients,” Juan explains. “I give them full transparency every step of the way. They know that they can listen to my advice and we’ll do this together. Every time there’s a decision to make, I will make sure they know which doors are available, and they can choose the one they want to walk through.”

Staying in touch with past clients is important, and Juan follows up with phone calls to let them know he is there for them. He also maintains those relationships on social media, which also provides a source for new clients. “I get complimented a lot on my social media, and I get many clients from Facebook and Instagram,” Juan says. “Many times I will take a photo of clients when we close, to let people know: these people just bought a home, and you can too.”

When it comes to marketing, social media also proves a valuable tool for Juan to ensure maximum exposure Top Agent Magazine

for his listings. The results speak for themselves: Juan’s business has grown steadily year after year. However, he says, “I don’t pay too much attention to those numbers.

I just want to help the families that I’m working with. Then, maybe their son, cousin, or friend will buy with me later on.

I just make sure I do a good job and give my full attention to everyone.”

When he is not working, Juan enjoys watching soccer and exploring his city.

“Chicago is such a beautiful city,” he says.

A first generation Mexican-American, Juan is bilingual and is proud to serve his local community.

In the future, Juan says, “I would love to have a team at some point. I came from a team, so I know how it works, and I would love to be in a position of leadership.” Above all, Juan looks forward to continuing to serve his clients and his community. “I love everything about real estate.

I love meeting clients, joking with them, and finding out about different people’s experiences. I am a fun Realtor®, and every time we go out, we’re having a good time.

Then, when it comes down to business, we take that seriously and make the appropriate decisions. Everyone is different, but they all have the same goal, and the process of helping different people is so enjoyable.”

For more about Juan J. Narvaez, please call 312.221.2129, email jn.realestatepro@gmail.com, or visit juann.remax.com https://

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