CONNECTICUT 11-12-18

CONNECTICUT EDITION

5 STEPS

TO ACHIEVE LONG TERM SUCCESS AS A REAL ESTATE AGENT

EMOTIONAL FLUENCY : HOW TO COMMUNICATE

FEATURED AGENTS

COURTNEY & MICHAEL CHENKUS

WITH CLIENTS WHEN TENSIONS ARE HIGH

COVER STORY

Kim Kendall

CONNECTICUT EDITION

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COURTNEY &

How did Courtney and Mic Chenkus become one of most well-known and respe agent teams in Central C necticut? After having chased a few properties o own in New Jersey and P delphia, Michael realized had a passion for the in try and became licensed real estate agent himsel KIM KENDALL COURTNEY & MICHAEL 2004. His wife Courtney CHENKUS decided to join him in the business. “I saw Michael wor hard to grow his business and wanted to be a part of that s excitement. I realized we would make a really great team, a decided to join him in his real estate efforts,” Courtney expl CONTENTS Now with a combined eighteen years of experience, Cour and Michael lead a team of three buyer specialists, David M 4) 5 STEPS TO ACHIEVE 15) Sharff, EMOTIONAL Dana and Amanda FLUENCY: “Mandy” Thompson. Michael LONG TERM SUCCESS AS HOW TO Courtney focusCOMMUNICATE on listing and marketing, while also assi their buyerCLIENTS specialists with clients and negotiations. “We be WITH WHEN A REAL ESTATE AGENT that team work makes the dream TENSIONS ARE HIGHwork,” Courtney says with characteristic smile.

6) HOW TO GET THE BIGGEST RECHARGE OUT OF YOUR LUNCH HOUR

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Michael Courtney currently GUIDE serve the Greater Southin 22) Aand STEP-BY-STEP area, including Apple Valley and all of Central Connect TO CONVERTING INTERNET Seventy percent of their business comes from repeat LEADS TOWhat REAL SALES referral clients. keepsLIFE their clients coming back and e to refer them to friends and family? “I think we make it a re great experience for every client,” Courtney says. “We very straightforward—clients appreciate our honesty. We a team approach so there is always someone available to Phone 888-461-3930 | Fax 310-751-7068 them. They also appreciate that we cater our services to mag@topagentmagazine.com | www.topagentmagazine.com goals and needs.” Courtney and Michael treat every custo No portion of this issue may be reproduced in any manner whatsoeveras without priorare consent the publisher.

Topto Agent if they theirofonly customer ensure their clients Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published the most stress-free experience possible. “I tell clients, ‘ materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. not going to allow you to buy a house that is not going to s To subscribe or change address, send inquiry to mag@topagentmagazine.com. you well, because I want you to be happy now and fif Published in the U.S. years from now with what we did and the choice you mad Michael explains. Michael also works in the right-ofindustry, servicing energy clients by negotiating easements Agent Magazine purchasing properties for them.Top This has helped him to bec an expert in both contracts and negotiating deals. “We do

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5 Steps to Achieve Long Term Success as a Real Estate Agent Real Estate can have a reputation as an industry with a high turnover as far as agents go. Being a ‘people person’ with an entrepreneurial spirit is a great start, but what some fail to realize when starting out is that this is a business.

So if you’re in it for the long haul, you need to treat it that way. Here are some key steps you need to take to have your own successful real estate business.

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FIND A MENTOR

Once you get your license and hang your sign at a Brokerage, you’ll find that you’re pretty much on your own. That’s why it’s a good idea for new agents to find a large Brokerage that offers in-house training and mentorship or a boutique brokerage that has more seasoned agents who are eager to take a new agent under their wing. Being able to shadow a more experienced agent is invaluable and allows you to mirror what you’ve seen and run through the numerous scenarios that will arise when you are representing a client.

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CONTINUOUS TRAINING

This is a business that is constantly changing, so it’s smart to always stay ahead of the curve when it comes to new technological innovations and systems. There are even numerous online resources, where you can keep up on your trade, such as blogs by top producing agents that are a treasure trove of information. A confident agent with an in-depth knowledge of the business is one that easily earns the trust of their client, leading to repeat and referral business, which will be the bread and butter of your business.

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BUILD A STRONG ONLINE PRESENCE

Yes, referrals are the basis of your business, but building a strong online presence and marketing yourself to new clients is also important, especially before you’ve built up a strong referral base. Facebook, Snapchat, Instagram, and other social media tools are great way to get leads both for your listings and for yourself. It’s even a good idea to buy several domain names when you start, so that when you’re ready to build a website, you can ensure you have the names you want. Obviously the internet is also a great resource to find leads. Before you find a niche for yourself, it’s important to take advantage of every avenue there is. A lot of successful agents started off doing things no one else wanted to take on like foreclosures, expired listings or lower priced homes. But as you’ll find out, helping those who need it most is a great way to build a loyal client base, that will not only come back to you when they are ready to sell or buy again, but will be your biggest cheerleaders when it comes to referring you to friends and family.

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BUILD A SOLID FOUNDATION

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SET GOALS

One thing you’ll find in this business is that doing a lot of work up top, will lead to a more successful outcome down the road. That goes for marketing plans for your listings, as well as your business as a whole. It might not be the fun part, but it will allow you to one day focus on what you do best, dealing with your clients. Set up your CRM and the other systems you want to use from the get go. Getting these things established before you’re hopefully a busy agent is the best time to really learn them and decide what’s best for you.

Once you build a strong foundation and are establishing your client base, it’s important to continually set goals that help you implement your business strategy.

You can even invest in a real estate coach if you need someone to hold you accountable. It’s also important to constantly reevaluate what you’re doing. Set up a monthly audit, where you go over what is and what isn’t working. As we mentioned above, this is a fluid business and things are constantly changing, the same can be said of your business. What worked a year ago, might be losing you money as your business grows.

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How to Get the Biggest Recharge

Out of Your Lunch Hour When things get busy, it’s typical to find a grab-and-go lunch and keep plugging away on the tasks at hand. While some days demand this kind of hustle, your lunch hour can be a valuable window in which to recharge and set the tone for the latter half of your day. In fact, taking a mindful break at midday can create 6

mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon.

But how do you maximize that hourlong reprieve amidst a busy schedule?

Here are a few ideas for inspiration, no matter what your tastes or preferred habits may be.

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Taking a mindful break at midday can create mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon.

GET MOVING Just ten minutes of light exercise can get your blood pumping and your energy renewed.

Step outside and take a brisk walk around the block, or walk to your favorite sandwich shop instead of hopping in your car. Find ways to incorporate light exercise into your lunch hour routine and you’ll not only enjoy a chance to stretch your legs and get your eyes off of screens, but you’ll also reap the health and mood benefits of endorphins. Even extended stretching or mild calisthenics can provide rejuvenating relief in short order.

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PLAY CATCH UP Sometimes catching up with an old friend or family member can brighten your day and give you a morale-boosting outlet beyond the office. During your next lunch hour, why not combine a jaunt around the block with a call to catch up with your sibling or college buddy? Shifting your focus from work and centering instead on a comforting interpersonal relationship can really boost your mood and reinforce your personal values.

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CHANGE YOUR TUNE

SOAK UP THE SUN If you’re tempted to eat your lunch at your desk while staring into the same computer screen that you’ve been working on for hours—think again. Sure, a busy schedule sometimes means making that sacrifice, but when your schedule and weather permits, try to take your lunch outside and disconnect from your office setting. Soak up the sun, feel the breeze, and lift your gaze to the horizon instead of toward your phone or computer screen. The mood-boosting benefits of time spent recharging outside are well-documented, and a change of scenery can give you the boost you need to power through your afternoon to-do list.

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Use your lunch hour to treat your senses. As you eat or get active, try queuing up your favorite music or the latest episode of your favorite podcast. If you focus on the same tasks and stimuli for too long, your brain will fatigue and your focus will erode steadily over time. Shift gears and treat your mind to some music or stimulation outside of your daily tasks. You’ll help yourself relax, recharge, and create a natural transition point for your ensuing afternoon workflow.

Your lunch hour isn’t just about being purely functional. If you want to maintain a steady rate of productivity and leave the office satisfied by the progress of your day—use your lunch hour wisely. As important as it is to nourish your body, also consider nourishing your mind. No matter what your chosen outlet may be, don’t overlook the power of a well-spent lunch hour and the positive benefits that are sure to follow.

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Kim Kendall

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Kim Kendall A strong work ethic was instilled in Kim Kendall at a young age. Raised by her mother who worked three jobs to provide for her children, Kim was determined to become a successful adult and support herself. As soon as she was old enough, she began working, and paid her way through high school and college. After graduating from college with a BFA in interior design from the Academy of Art College in San Francisco, she worked as an Interior Designer until she decided to move back home to New York and took a job as a project manager/ designer for a high-end Canadian commercial furniture manufacturer.

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Combining Kim’s two passions, real estate and interior design, her decision to become a Realtor was a life changing one. “Real estate was always in the back of my head” Kim said.

Soon enough, she took the leap, and in 2004 she received her real estate license and moved to Danbury, Connecticut. Kim’s determination and dedication to this career path was what sent her catapulting towards success. She always focused on her “why”. At first it was to be able to simply pay her monthly bills and now and forever for her 2 sons, Parker and Nathan and husband Scott. “I had no choice but to push myself and explore every avenue of creativTop Agent Magazine

ity to survive. Having a new career in a new town that I knew nothing about, and then having to find clients and not know what to do with them once I found them was stressful”, Kim laughed. My first commission check was a “for sale by owner” where I brought them a buyer-I mailed post cards to the entire community and it worked! My second was a “for sale by owner” seller that I called out of the penny saver. She did whatever it took. Whether it be walking door to door, calling from the newspaper, FSBO websites, post card mailings, open houses or office floor time, you name it, she did it.

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Kim is not afraid to go above and beyond to serve her clients, and that’s exactly why she has been able to grow over the years. As silly as it may sound, “A lot of it is just my personality. I have the biggest heart in the world, the patience of a saint and am both transparent and adaptable”.

Buying or selling a home is a life-changing experience. “I know how to manage situations and use my extensive knowledge base and experience to solve problems when they arise. Understanding that this is a major investment in her client’s lives, she aims to guide them throughout the transaction, giving them advice when they need it and thoroughly explaining her recommendations.

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“Buyers and sellers need and rely on a trusted source who can coach them through all the steps and processes in the world of real estate and they rely on me to do exactly that”.

“I help them understand why a decision might be a bad one, and what to do in that situation. I tell my buyers if a property is priced well and send them comps to support it-I always do my “due diligence”. I go out of my way to do and explain both big and little things. It truly shows both my sellers and buyers that I genuinely care.”

Kim has always enjoyed working together in a team environment. “It’s more fun. You can bounce Copyright Top Agent Magazine Copyright 12

ideas off each other, help each other, give advice and most importantly support each other”. Team speaks success. Today Kim leads The Kendall Group, a team of 20 licensed realtors, included (2) full-time transaction coordinators, a marketing manager and home stager-all having the same hardworking, empathetic spirit as herself.

Serving both Connecticut and New York, more than half of their business is based off personal referrals, a testament to their goal of putting clients first. Kim tells her clients that her goal is to be able to confidently ask for a 5-star review at the end of the transaction. “Our reviews are formal assessments of our work ethic. I’ve always looked at zillow’s reviews as the YELP of Real Top Agent Magazine

Estate”. The Kendall Group recently received their 450th review on Zillow.com and the number keeps growing. One recent review read, “I had a tremendous experience with the Kendall group because of Kim’s attentiveness and professionalism. I felt that Kim had our best interest at heart as she patiently walked us through the process of selling our home and buying our new one. I Top Agent Magazine

would have no hesitation with working with her again or referring her to friends and family!”

As Kim looks towards the future, she is excited to continue growing both her team and her client base. She truly enjoys every minute of her work. “It’s just in my blood—I eat, sleep and breathe Real Estate. We are our clients Copyright Top Agent Magazine 13

go-to experts for real estate insight and advice”.

The Team offers top-notch service with home staging, professional photography, interactive video and floorplans as well as complete vendor management. “Our philosophy is simple-clients come first. Our goal is to be the best in the business, keep our customers for life and create an image that is known throughout our community for service, results and innovation”.

The Kendall Group has been honored with the following awards: “International President Elite Team” honoring the top 2% of approximately 85,000 Sales Associates. “Best Real Estate Teams in Connecticut” by RealTrends, Five Star Real Estate Agent-Connecticut Magazine, HOBI (Home Builders & Remodelers Association of CT) Award “Salesperson of the Year” for 77 Sunset Lane, Ridgefield.

For more information about Kim Kendall, please email kim@thekendallgroup.net or call 203-948-5226 or follow us at: www.

facebook.com/thekendallgroupllc; instagram.com/thekendallgroup; www.

www.

linkedin.com/in/kimkendallrealtor; or thekendallgroup.net

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Emotional Fluency:

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

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

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

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

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

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

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clearly and with solutions already in hand.

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

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

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COURTNEY & MICHAEL CHENKUS How did Courtney and Michael Chenkus become one of the most well-known and respected agent teams in Central Connecticut? After having purchased a few properties of his own in New Jersey and Philadelphia, Michael realized he had a passion for the industry and became licensed as a real estate agent himself in 2004. His wife Courtney soon decided to join him in the business. “I saw Michael working hard to grow his business and wanted to be a part of that same excitement. I realized we would make a really great team, and I decided to join him in his real estate efforts,” Courtney explains.

Now with a combined eighteen years of experience, Courtney and Michael lead a team of three buyer specialists, David Milo, Dana Sharff, and Amanda “Mandy” Thompson. Michael and Courtney focus on listing and marketing, while also assisting their buyer specialists with clients and negotiations. “We believe that team work makes the dream work,” Courtney says with her characteristic smile.

Michael and Courtney currently serve the Greater Southington area, including Apple Valley and all of Central Connecticut.

Seventy percent of their business comes from repeat and referral clients. What keeps their clients coming back and eager to refer them to friends and family? “I think we make it a really great experience for every client,” Courtney says. “We are very straightforward—clients appreciate our honesty. We have a team approach so there is always someone available to help them. They also appreciate that we cater our services to their goals and needs.” Courtney and Michael treat every customer as if they are their only customer to ensure their clients have the most stress-free experience possible. “I tell clients, ‘I am not going to allow you to buy a house that is not going to serve you well, because I want you to be happy now and fifteen years from now with what we did and the choice you made,’” Michael explains. Michael also works in the right-of-way industry, servicing energy clients by negotiating easements and purchasing properties for them. This has helped him to become an expert in both contracts and negotiating deals. “We do our best to get the best deal for our clients,” he says. To stay in touch with past clients, Courtney and Michael reach out by phone to let clients know they are thinking of them, send helpful newsletters, and reach out to wish them a happy house anniversary.

When it comes to getting the word out about listings, Michael and Courtney conduct a thorough targeted marketing campaign, Top Agent Magazine

taking into account the location of the house and the demographics of likely potential buyers. For each listing, Courtney does strategic marketing on social media. She and Michael also send postcards to the neighborhood to let people know there is a new listing, and advertise in local newspapers. “Having a broad range of methods gives us a lot of opportunities to get the property seen,” Courtney explains.

What is their favorite part of the job? “I like that what I do is actually impacting my clients’ lives,” Michael says. Courtney agrees. “We both fell in love with the work because we are helping other people make a big life decision,” she says. “They are trusting us and we make sure we don’t take that lightly— we help them follow their dreams.” Michael and Courtney met doing theater and they stay involved with local community events, volunteering at the theater in Waterbury where they met.

“Any way we can give back we do so,” Courtney says. She and Michael are animal lovers and also volunteer at local shelters.

In their free time, they love to travel, go to the beach, and watch football. “Sundays are busy days for realtors, so sometimes we have to DVR the games,” Courtney jokes. For the future, Michael and Courtney plan to continue expanding their team and mentoring new agents, as well as staying on top of new market trends. “Our teammates have really hit their stride and we’d like to continue supporting them and building on that,” Michael explains. Now those are worthy goals sure to benefit their clients and community!

For more information about Courtney and Michael Chenkus, email CandCSellsCT@gmail.com, call 860.877.5676, or visit candcrealty.com www.

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A Step-by-Step Guide to

Converting Internet Leads to Real Life Sales In the era of apps, instantaneous social platforms, and text messaging, it’s little surprise that the modern homebuyer begins his or her search for real estate representation online.

Even if you’ve got a top-notch website or an influential social media presence, how do you connect with web surfers who have yet to commit to the services you offer? Take a look below to learn a few key techniques to bridge the gap between digital interest and real-world sales.

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RESPONSIVENESS IS KEY Like it or not, our digital culture relishes immediacy and instant gratification. With that in mind, be sure to stay on top of online interest forms, e-mails, or newsletter signups. Don’t let an online lead go to waste by taking too long to engage and follow-up.

Things move fast, and it’s easy for potential clientele to forget which websites they’ve visited. Even if your lead isn’t ready to commit then and there, you demonstrate your

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Mastering the fundamentals of digital communication is the first step to converting digital interest into concrete business. accessibility and attentiveness by following up swiftly—a characteristic anyone would seek in an agent or lender.

ENGAGE WITH OPEN-ENDED CONVERSATION When online back-and-forth goes stale, communication drops off quickly. If you’re following up via e-mail, social media, or text, be sure to keep topics focused squarely on the potential client. Ask open-ended questions to give your lead the opportunity to loosen up and engage on a personal level. There’s no better way to cement a digital lead than to take a pointed interest in the specifics of their situation. Doing so transforms the impersonal invisibility of the internet into a true connection.

GIVE ADDED VALUE Plenty of businesses send impersonal, automated messages in response to an online inquiry, but establishing a true connection may mean providing your lead with something of value. Perhaps you’re forwarding a property for sale that fits the interests of your lead, or a relevant article, or maybe you take the time to send a personal message—demonstrable value and a personal touch separate your follow-up response from spam. Other ideas to consider when Top Agent Magazine

adding value to your follow-up technique: incorporate area promotions and access to local events, make a date for coffee, or offer a brief consultation free of charge to make the first move.

DON’T STOP MAKING CONTACT If you don’t connect with your internet lead right off the bat—don’t be discouraged. It often takes multiple tries before a follow-up interaction sticks. Folks are busy and frequently flooded with e-mail blasts and junk mail. A lead may not engage without a little prodding that shows you’re committed to their business. Remember: it’s the squeaky wheel that gets the grease.

Digital leads don’t have to be difficult to capture. The internet plays a powerful role in funneling modern clientele your way, but in order to take full advantage of the web’s reach, you’ll need to tailor your follow-up technique. Mastering the fundamentals of digital communication is the first step to converting digital interest into concrete business. Keep these tips top-of-mind as you build your online presence and mine the vast world wide web for an endless wealth of clientele. Earning a command of digital lead conversion is the surest way to bolster your business in the ever-evolving digital era.

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