HAWAII 4-20-20

HAWAII EDITION

EMBRACING SMART HOMES: Does New Technology Really Increase Home Value?

EMOTIONAL FLUENCY : HOW TO COMMUNICATE

6 THINGS YOU NEED TO DO TO BE A GREAT MENTOR

WITH CLIENTS WHEN TENSIONS ARE HIGH

COVER STORY

FEATURED AGENT

ARTIE WILSON

EILEEN LACERTE

HAWAII EDITION

Carol J. Mendes is proud to congratulate

EILEEN LACERTE 7

EILEEN LACERTE

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ARTIE WILSON

on being featured for the State of Hawaii in Top Agent Magazine!

CONTENTS 4) 6 THINGS YOU NEED 18) EMOTIONAL FLUENCY: TO DO TO BE A GREAT HOW TO COMMUNICATE CAROL J. MENDES MENTOR Vice President & Escrow Manager, KamuelaWITH Office CLIENTS WHEN TENSIONS ARE HIGH Office (808) 887-6027 | Cell (808) 345-8429 14) cmendes@tghawaii.com EMBRACING SMART | tghawaii.com HOMES: DOES NEW 22) A STEP-BY-STEP GUIDE TECHNOLOGY REALLY TO CONVERTING INTERNET INCREASE HOME VALUE? LEADS TO REAL LIFE SALES www.

Carter Professional Building, 65-1230 Mamalahoa Hwy, Bldg F, Suite F-101, Kamuela, HI 96743

Phone 310-734-1440 | Fax 310-734-1440 mag@topagentmagazine.com | www.topagentmagazine.com No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

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6 Things You Need to Do to Be a Great Mentor

Everyone reaches the point in their career where they feel they have gained enough experience and wisdom about business and what it takes to succeed, to actually help someone else achieve the same. Although you may have trained or given advice over the years, taking on the official status as a mentor to someone is a whole new ball game.

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Although mentorship is an unpaid endeavor, you’ll be surprised to find out how much you’ll gain from the experience. You’ll also grow as a business person through the process of teaching someone else. It’s also an endeavor that many will pay forward one day, creating a business atmosphere that is based more on mutual success than competition, which is better for everyone.

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If you were mentored, you may already have an idea of what it entails, and what you liked or didn’t like in your mentor/mentee relationship. Although it is a personal relationship that will need an individual approach, there are certain things that are key when it comes to being a great mentor: 1. Be a good listener

est about your own failures. It can be a huge relief to find out someone they look up to has gone through similar experiences and still managed to come out on top. As we all know, oftentimes the greatest lessons come from failures, which can be times when our character is truly tested. Building trust through mutual respect and honesty will make every aspect of your mentorship more effective.

You’re basically a sounding board who needs to hear your mentee’s ideas, plans and goals in order to advise them. Strong, constant and clear communication is key to any successful mentoring relationship.

Sometimes just letting them talk things out with you, will lead to them to discovering the solution they were looking for.

2. Set expectations and goals at the start When listening to your mentee in your first meeting about the potential relationship, it’s important to establish the parameters of what that relationship will be: What can you give them? What do they need or expect from you? Once the terms are agreed upon, you may want to set specific goals you’ll be working on together so that there’s a defined plan of action, timeline and result you can both expect.

3. Be honest This is important when it comes to offering them constructive criticism or tough love, but more importantly, you need to be honTop Agent Magazine

4. Get them to think, don’t make decisions for them Sometimes being a mentor is being a bit like a psychologist. By asking certain ques-

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tions you can lead your mentee to their own conclusions about their business dilemmas and strategies to reach their goals. Being a mentor is all about guidance. Build confidence by drawing out the best in your mentee rather than just presenting them with solutions.

5. Look at the situation objectively One of the key strengths you offer your mentee is a complete emotional detachment to their business. You have no sentimental attachment to doing things a certain way or working with an incompetent vendor because you ‘go way back’. Your only motive is what’s best for your mentee and their business. Although emotions cans still get in the way sometimes, having a detached perspective on hand to guide you is invaluable.

6. Don’t just offer constructive criticism, be supportive Yes, being a mentor is sometimes advising your mentee that he’s doing something ineffectively, but your main purpose is to alway approach everything like cheerleader.

You need to let them know that through it 6

all, you are a reliable support to them and have a complete belief in their abilities.

Make sure to always praise their accomplishments.

Remember: your job as a mentor is more about guidance than constant feedback.

Your goal is to help someone become the best they can be, not someone who just does everything the way you do it. You’re helping them build confidence in their own intuition, which will hopefully lead to a lifetime of success, and one day, they too might be a valuable resource to another mentee down the road.

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EILEEN LACERTE Top Agent Magazine

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Over her years in resort real estate, Top Agent Eileen Lacerte has built strong connections with her clients, and her dedication has earned her a place in the Hall of Fame for Hawaii’s Top 100 Realtors®.

Eileen Lacerte got started in real estate 41 years ago. Eileen’s father was in the military, so her family moved frequently when she was young. Eileen learned a lot from watching her father fix up old homes.

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“Every time we moved, he bought a fixer upper and spent the next couple years fixing it, and sold it when we left,” she says.

“Then we moved on to the next house. I think my interest in houses started there.”

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In addition to her depth of knowledge and experience, Eileen emphasizes the relationship aspect of her business. Over her years in resort real estate, she has built strong connections with her clients, and her Top Agent Magazine

dedication has earned her a place in the Hall of Fame for Hawaii’s Top 100 RealtorsŽ.

Eileen serves Kona and the Kohala Coast.

An impressive 90% of her business comes Copyright Top Agent Magazine9

“I live and sell in a resort, so the people I sell to are here on vacation. They’re in their happy place already when I meet them.

And because of the price range they’re buying in, my clients tend to be successful entrepreneurs, so meeting them and hearing their success stories is fascinating.” from repeat and referral clients, a testament to the bonds she forges and the trust she inspires. “My favorite part of working in real estate is meeting people,” Eileen says. “I live and sell in a resort, so the people I sell to are here on vacation.

They’re in their happy place already when I meet them. And because of the price range they’re buying in, my clients tend to be successful entrepreneurs, so meeting them and hearing their success stories is fascinating.”

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Selling in a resort presents its own challenges, especially staying in contact with clients who are predominantly located on the mainland. So Eileen has developed a comprehensive system for keeping in touch with clients and nurturing those important relationships. She reaches out several times a month via BombBomb video emails. She also uses direct mail to market her listings far and wide, and has a huge email database to rely on. Another marketing tool she finds useful is the Top Agent Magazine

ability to send out 3-D Matterport videos of listings through her video emails. The results speak for themselves: Eileen has recently sold two homes for over $11 million and over $6 million respectively, both as a result of her video emails.

Another exciting recent development: Eileen has just rebranded her boutique resort real estate office as a Better Homes & Gardens franchise, which will pave the way for an expansion that’s in the works.

Eileen has plans to open two more offices, and will be able to use Better Homes & Gardens’ national umbrella to gain more visibility for this new venture.

When she is not working, Eileen loves oil painting, particularly seascapes. Once a Top Agent Magazine

year she helps teach a class in oil painting on the East Coast, which draws students from as far away as Europe and all over the United States.

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Eileen’s advice to anyone just getting started in real estate is to “understand that it’s a relationship business, and your reputation is your biggest asset.” She continues: “All

my business is referred to me by clients, and your reputation among clients is all you have. You have to be ethical and look out for your clients always.”

To find out more about Eileen Lacerte, you can contact her at 808-989-1862, or by email at Eileen@BetterIslandLifestyle.com

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Carol J. Mendes is proud to congratulate

EILEEN LACERTE

on being featured for the State of Hawaii in Top Agent Magazine!

CAROL J. MENDES Vice President & Escrow Manager, Kamuela Office Office (808) 887-6027 | Cell (808) 345-8429 cmendes@tghawaii.com | tghawaii.com www.

Carter Professional Building, 65-1230 Mamalahoa Hwy, Bldg F, Suite F-101, Kamuela, HI 96743

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Embracing Smart Homes:

Does New Technology Really Increase Home Value?

Technology and innovation move at a lightning-fast clip, so it can be hard to keep up with all the smart-home trends sweeping the market at a given time. From smart thermostats to security systems accessed through an app on your phone—there are endless options to customize and update your home for the modern era. But which, if any, of these smart home products add 14

value to property in a significant, worthwhile capacity? Especially with new generations of the same products released in quick succession, it can be hard to determine whether it’s worth it to take the plunge. With that in mind, we’ve conducted a deep-dive into the smart home options out there that make the most sense for your bottom line and real estate investments.

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Smart home amenities range in price and return.

There are certain smart home products that won’t break the bank while still adding lovely touches and time-saving features to your space. For instance, a smart thermostat may not run more than a few hundred dollars, but it can take so much of the guesswork and analog nuisance out of programming your home’s internal environment. That said, buyers selling properties with mid-range amenities like this can’t expect a windfall in return. While smart home features can certainly lure buyers and give the sense that a home is attractively modern (and thus move-in ready), it doesn’t mean that you’ll be reaping a sizable monetary reward for your foresight. Conversely, this reality doesn’t mean those smart options

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are without value entirely; it just means that the value of smart home options may be apparent in a different capacity, like luring a particular buyer or creating a desirable, sleek image for a property headed to market.

On the other hand, larger scale smart home amenities that are being left behind for the buyer—like a smart refrigerator or wired sound throughout the property—may be able to lure particular buyers who value high-end details. While it can be difficult to state definitively the value of smart home options, the rule tends to be that the more you put in, the higher the likelihood you’ll reap the investment you sow. Focus your smart home options on home appliances first, then work your way toward security, thermostat, and entertainment options.

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Smart home amenities capture the attention of buyers

Agents must know how to pitch the value of smart home options

Even if you have mostly opted for small or mid-range smart home options, you can still benefit from their presence in a property—even if they don’t inflate your bottom line as a result. Smart home amenities have the power to focus the attention of buyers, sending a clear signal that the previous owners were tech-forward and made an effort to upgrade the property for the contemporary era. Millennial or Gen Z buyers especially value these up-to-date modifications, and the presence of these desirable gadgets can create added interest and drive up value naturally. Likewise, featuring these options in listing photography can also drive interest from younger or high-end buyers looking for move-in ready spaces.

Remember that smart home features are relatively fresh to the market. While some new construction properties are equipped with these smart amenities, just as many homes on the market don’t offer these upgrades and modern flairs. This means that many buyers, of all ages even, aren’t familiar with the benefits and perks of these options, let alone how they’re operated. Before you can derive value from a smart home or smart home features, you’ll need to understand a product’s proper usage, cost, and benefits. Do your homework regarding what smart home features can offer in terms time or cost savings, and be able to show prospective buyers how easy these objects are to use, as well. Do both, and you’ll be in proper command of what smart home features can offer buyers and pitch them accordingly.

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ARTIE WILSON Passionate and honest, Artie Wilson’s commitment to providing world-class service to his clients has built him a reputation as one of the top real estate experts on the island of O’ahu. Like many agents, Artie didn’t start off in real estate. As the son of a 26-year professional baseball star who was one of the first black players to play in the MLB, sports have always been a huge part of Artie’s life. After attending the University of Hawaii on a basketball scholarship, Artie moved home to Portland to try out for the Trail Blazers. When he was dropped from the team, he moved back to Hawaii, intending to attend law school. “A friend told me I should get my real estate license because that’s the first quarter of law school and I’d be ahead of everyone,” Artie says. “After I got my license I helped one of my college professors buy a condo, and that was the beginning of my career.”

When it comes to listing a property, Artie and his team conduct a marketing campaign that is fully customized to each property. “The strategy you need to utilize is very market specific,” Artie says. Some of their techniques include using videos and 3-D imaging in advertisements on websites, social media, and email blasts, as well as promotional partnerships with local title companies, and advertisements in newspapers and magazines.

After more than 40 years in the business, Artie is now the owner and lead broker of Artie Wilson & Associates, Real Estate Sales and Marketing, a thriving boutique firm where he works with a team that includes his wife, Marie, who specializes in interior home design. Artie’s company is a one-stop real estate shop that offers his clients an array of services ranging from home renovations and new construction to investments and property management. Out of their office in Honolulu, Artie and his team work throughout O’ahu, and given his years of experience on the island, there isn’t a neighborhood he isn’t familiar with.

At the end of the day, Artie loves his job because his team gets to help people achieve their real estate goals. “It feels so good to see how happy your clients are at the close of a transaction, and to know that you have helped them achieve their dream of owning a home. That’s why all of us here at Artie Wilson and Associates believe in the strength of teamwork and have a reputation for results.”

Artie credits his honest business philosophy as being the primary driver of his success. “My philosophy has always been to gain lifetime clients, so being truthful and helping them make sound financial decisions is paramount,” Artie explains. “I never let a client buy a property that I won’t feel comfortable helping them sell three years down the line.” Clearly this approach resonates with people, as over 80% of Artie’s business comes from repeat clients or referrals, and he has several families for whom he has helped multiple generations of members purchase homes.

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Outside of work, Artie loves to take cruises with his wife, and visit his daughters who live all across the continental United States. In addition, he is extremely involved in his community. He hosts a weekly radio sports talk show called On Point with Artie Wilson on ESPN 1420 in Honolulu, and is a basketball analyst for college basketball games on Spectrum TV. In addition, Artie is an active board member and fundraiser for numerous charities and organizations, and does personal training for young boys and girls who aspire to be basketball players.

For more information about Artie Wilson, visit artiewilson.com, call 808-739-3400 or email awilson@artiewilson.com

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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 18

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 Top Agent Magazine

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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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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