IDAHO 3-18-19

IDAHO EDITION

EMOTIONAL FLUENCY : HOW TO COMMUNICATE

5 STEPS

WITH CLIENTS WHEN TENSIONS ARE HIGH

TO ACHIEVE LONG TERM SUCCESS AS A REAL ESTATE AGENT

FEATURED AGENTS

MANDI RIDDLE & TAWNI WOOTEN

COVER STORY

JOHN & TRACEY

TINDALL

IDAHO EDITION

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MANDI RIDDLE & TAWNI WOOTEN

JOHN & TRACEY TINDALL

CONTENTS 4) 5 STEPS TO ACHIEVE LONG TERM SUCCESS AS A REAL ESTATE AGENT 6) HOW TO GET THE BIGGEST RECHARGE OUT OF YOUR LUNCH HOUR

15) EMOTIONAL FLUENCY: HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH 22) A STEP-BY-STEP GUIDE TO CONVERTING INTERNET LEADS TO REAL LIFE SALES

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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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JOHN & TRACEY Top Agent Magazine

TINDALL

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JOHN & TRACEY

TINDALL

Husband and wife Top Agents John and Tracey Tindall – of Windermere Real Estate in scenic Coeur d’Alene, Idaho – are a powerhouse duo who are committed to providing excellent customer service to all of their many grateful buyers and sellers. As longtime residents of this lake resort community, they are ideally suited to help their clients achieve their real estate goals.

More than half of John and Tracey’s business is based on repeat and referral customers, perhaps the surest indicator of their “go above and beyond” ethos. “We really connect with our clients,” says Tracey, when asked to account for the loyalty they inspire. “We want to make the process fun and enjoyable 10 Copyright Top Agent Magazine

for them while delivering legendary service.

We’re extremely dedicated, professional and excellent producers but we definitely add the personal touch, and many of our clients become our friends.” Of course, there are a multitude of other factors that have helped forge their impressive success story: expert negotiating skills, thorough and savvy marketing, and their longevity in and deep ties to the community being chief among them.

John and Tracey’s marketing strategies ensure quick sales for top dollar. “We market our listings across multiple platforms,” says Tracey, “and bring to bear ‘unique to the industry “ systems that deliver the exceptional.” They Top Agent Magazine

don’t just list properties, they launch them with expert preparation prior to listing, utilizing professional photography and create expertly-produced YouTube videos to ensure that each home is shown in its best light. “We leverage our robust social media presence to Top Agent Magazine

ensure our properties interact with as many buyers as possible and network with local agents to quickly find the right buyer. Making awesome happen is our goal for every client every time and quick sales for top dollar are the rule, rather than the exception,” says Tracey.

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John and Tracey function as a well-oiled team, both personally and professionally. We each focus on handling the area of business that is best suited to our individual strengths and background. John is quick to express admiration for Copyright Top Agent Magazine 12

Tracey’s business acumen, and Tracey sincerely appreciates John’s frequent beyond-the-call-ofduty efforts. “The thing I admire most about my husband,” says Tracey, “is that I’ve never met a single person who doesn’t love him. He Top Agent Magazine

does the most thoughtful things all the time for our clients - like the time he shoveled snow and ice from a driveway so they could move in. He is a huge blessing to our clients and his unique set of talents are a major part of our success.”

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When they aren’t working, John and Tracey are committed philanthropists who give back to their community in a wide variety of ways, both personally, professionally and through their company’s charity, the Windermere Foundation.

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Just two of the many organizations they support are The Salvation Army and Gold Star Mothers. “Our goal is to live generous lives ,” says Tracey, “and we give when we are asked.”

John and Tracey’s plans for the future are fairly simple: to continue expanding their business in order to help as many people as possible, while

continuing to refine and enhance the already unparalleled customer service that has become synonymous with their names. “We intend to do this for years to come,” says Tracey, “and we intend to do it well. We’re in a small town, and when we run into a client (friend) on the street, we want them to be happy to see us because we did a great job for them.”

For more information about John & Tracey Tindall, call 208-818-2365 or email TraceyTindall@windermere.com or JohnTindall@windermere.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 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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MANDI RIDDLE & TAWNI WOOTEN The mother/daughter real estate team of Mandi Riddle and Tawni Wooten – Owners and Brokers of their own Berkshire Hathaway HomeServices franchise – have a combined twenty-eight years of experience providing expert and honest real estate guidance to their many grateful buyers and sellers in the Magic Valley region of Southern Idaho.

Both Mandi & Tawni bring to the real estate game vast industry knowledge and a comprehensive understanding of their local market, both of which have given them a significant advantage over much of their competition.

Mandi, who is her company’s primary Broker (mother Tawni is its Associate Broker), began her real estate career upon graduating from College of Southern Idaho with a degree in graphic design. “My mom was super-busy and an already-successful real estate agent at the time,” says Mandi, “and the market was crazy, so she asked me to get my license and join her. I thought it would be a good fit, because I was doing freelance graphic and interior design at the time, and I figured it would be really fun.

So in 2006, I got my license, and the rest is history.” That history includes rapid success as a team, and the growth of their business to a point where they can now boast that more than eighty-percent of their overall business is based on repeat clients and referrals, perhaps the most accurate indicator that the Wooten-Riddle Real Estate Team is consistently providing exceptional client service.

“Our having teamed up is a huge factor in our success,” says Mandi. “We were a team before there were many teams in our market. It was really helpful to our clients to have two licensed agents available to them, who were both full-time and very much hands-on. We really just hold their hand through the entire transaction, and then we stay in touch afterwards and make sure we remain a trusted resource for them, even long after they’ve moved in to their new home.” Maintaining and nurturing these relationships – many of their clients become close friends – is of paramount importance to Mandi and Tawni, and they do so through a variety of methods, from checking in with them on home purchase anniversaries to social Top Agent Magazine

media interaction. Additionally, both Mandi and Tawni’s deep ties to and participation in their community ensure that they also have significant face-to-face opportunities to express their gratitude. “We stay in touch with our clients in a million different ways,” says Mandi.

Expert, thorough and highly-professional marketing strategies have also played a huge role in their team’s ascension to Top Agent status. “First impressions are so important,” says Mandi, “and we help coordinate with our sellers any repairs or staging that needs to be done before their home goes on the market.” Professional photography is utilized exclusively, and drone footage and cutting-edge 3D Matterport tour are also among the methods employed to showcase each listing to its best advantage. A huge internet and social media presence ensures that each listing is seen by as many potential buyers as possible, and print ads are also employed to great advantage. The overall result is that quick sales for top dollar are more the rule than the exception.

When they aren’t working, family time is of utmost importance to Mandi and Tawni. They are also passionate philanthropists who support a wide variety of charitable organizations, including the Boys and Girls Club of Magic Valley (Mandi is on her fifth year as one of its board members, and is Chairperson of their annual fundraiser), the Magic Valley Builder’s Association, among others.

“We really just try to support our community any way we can,” says Mandi.

When asked about their plans for the future of their business, Mandi expresses a desire to delve even deeper into the commercial side of real estate, something she particularly enjoys. The pair’s overall plan, however, is to continue growing their business and helping as many clients as they can to achieve their real estate dreams, while continuing to provide the exceptional customer service that has become synonymous with their names.

For more information about Tawni Wooten and Mandi Riddle, call 208-733-5336 or email Mandi@bhhsidahohomes.com or Tawni@bhhsidahohomes.com Copyright Top Agent Magazine 19

Laughs!

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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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