ILLINOIS 1-13-20

ILLINOIS EDITION

Are You A Value-Added Agent?

CONNECT BEYOND REAL ESTATE

to Attract Future Clients

Business Growth Hack:

ABSORB YOUR CLIENTS’ STRESS!

COVER STORY

KEVIN KEMP FEATURED AGENT

JERZY MASTALERCZYK

ILLINOIS EDITION

John R. Bush is proud to congratulate

KEVIN KEMP 7

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JERZY MASTA

“If you’re lookin apartment I wou with Jerzy Mast Having grown up around the real estate industry, it was only natural for KEVINfor KEMP MASTALERCZYK on being featured the State ofJERZY Jerzy Mastalerczyk Illinois to become an in Top Agent Magazine! agent himself. “My family has been in the real estate business for almost four decades. I CONTENTS was involved indirectly for a lot of the back end,” Jerzy says. Eventually, he quit his full-time job and became a Realtor, making it his new career.

4) BUSINESS GROWTH 19)heARE A Today worksYOU with Compass in Chicago, Illinois, John R. Bush | Bush & Associates where he’s enjoying the technological HACK: ABSORB YOUR VALUE-ADDED AGENT? advances Office: 630-984-4888 | Cell: 630-642-0457 the company is making. Serving the Chicagoland CLIENTS’ STRESS! area, a growing portion of his business is based bushssdlaw.com | facebook.com/ilssdlaw off of referrals from past clients, a testament to his 22) WHY EMPLOYEE 226 State St., 2nd Floor | St. Charles, IL 60174 ability to exceed expectations.

14) CONNECT BEYOND APPRECIATION MATTERS www.

www.

REAL ESTATE TO ATTRACT FUTURE CLIENTS

& CAN BOOST YOUR

“My corporate experience was in sales manageBOTTOM LINE ment with Verizon, where I went from a store representative to a general store manager. Part of that development was learning to pay attention to customer experience,” Jerzy explains. He carries that knowledge into his real estate work, where he Phone 310-734-1440 | Fax 310-734-1440 prioritizes the client experience above all else. “If I mag@topagentmagazine.com | www.topagentmagazine.com know there’s a problem with a property, or it’s not theirwithout idealprior place, I’m of going to bring up. I always No portion of this issue may be reproduced in any manner whatsoever consent the publisher.

Top it Agent Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published tell my clients they need to know the good and materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied looking by its authors. the bad.”

Jerzy is always out for his clients’ To subscribe or change address, send inquiry to mag@topagentmagazine.com. best interests, only wanting what is best for them.

Published in the U.S. “What makes me stand out is that I’d rather lose a sale and find a better property that fits my client, 2

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For more about Jer

mailto:mag@topagentmagazine.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 6

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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KEVIN KEMP

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KEVIN KEMP Top Agent Kevin Kemp spearheads his work under the banner of RE/MAX, serving Illinois’ Fox Valley region and its communities.

Kevin Kemp launched his tenure in real estate by way of staging and interior design. For years, he applied his creative eye to help others make their homes shine. After witnessing the success of his business and getting to know the industry 8Copyright Top Agent Magazine

more and more, Kevin decided to take on his next professional challenge. He earned his license five years ago, and in the time since, he has swiftly carved out a reputation for his professionalism, superlative service, and personal touch.

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Today, Kevin spearheads his work under the banner of RE/MAX, serving Illinois’ Fox Valley region and its communities.

There, he has applied his astute sensibilities and commitment to client care to drive a business largely spurred by repeat and referral clientele. In some cases, he has sold more than four properties alongside a single client. Buyers and sellers trust his industry experience, knack for envisioning a space’s Top Agent Magazine

true potential, and his personable demeanor.

As broker liaison for Lennar Homes he is certified in Luxury Home Marketing, he’s also built experience in custom homes and high-end properties. Regardless of pricepoint, however, Kevin demonstrates an enduring dedication to transparency, communication, and problem-solving. “Stellar customer service is my tagline, and that’s what I pride myself in providing,” he Copyright Top Agent Magazine9

explains. “I treat my clients with utmost professionalism, and I’ve worked really hard to maintain my relationships, as well as my reputation. I provide honest advice, I’m service-oriented, and I do my best to bring clients the utmost value possible.”

When listing properties, Kevin leverages his design experience to ready homes for market. Once professional photography captures a property in its finest light, exposure is secured through peak visibility across the leading online listing Copyright Top Agent Magazine 10

platforms and social media outlets. In fact, social media campaigns, targeted ads, and high-quality brochures go a long way to drum up buzz both near and far. Kevin has closed forty homes in the last year, spanning $65,000 to $760,000 in sales price, with an average price bracket of roughly $250,000 to $500,000. Whether buying or selling however, Kevin prioritizes the relationship inherent at the heart of every transaction. When clients secure their dream home, Kevin even offers a complimentary interior design consultation for the happy new owners.

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Beyond the office, Kevin gives back to his community by supporting several worthy causes, including the Children’s Miracle Network, local holiday drives, and Cal’s Angels, an organization providing support for those impacted by pediatric cancer. Considering the road ahead, Kevin has plans to continue growing his business, and recently brought on a new agent to his team. “I’ve grown year-over-year since starting, and I’d like Top Agent Magazine

to keep up that trend as we build on that progress and continue to provide stellar service,” he says.

Now, with five years of insight and experience behind him, Kevin Kemp considers what he most enjoys about his chosen field. “I love what I do,” he reflects.

“There’s nothing more rewarding than guiding people as they find their dream home, and helping make it their own.”

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To learn more about Kevin Kemp email KevinLKemp@remax.net, visit KevinLKempProperties.com, or call (630) 301–0635 www.

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John R. Bush is proud to congratulate

KEVIN KEMP

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

John R. Bush | Bush & Associates Office: 630-984-4888 | Cell: 630-642-0457 bushssdlaw.com | facebook.com/ilssdlaw

www.

www.

226 State St., 2nd Floor | St. Charles, IL 60174

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CONNECT BEYOND

REAL ESTATE

to Attract Future Clients What kind of content are you sharing on your blog, website, and social media? Does most of it have something to do with buying or selling a home? While sharing the latest market information or tips on how to qualify for a mortgage, or when someone should buy or sell is important and demonstrates your value as a REALTOR®, it shouldn’t be the only subject you cover. If you only focus on real estate, you’ll be missing the chance to connect with future clients that might not be ready to move just yet. By sharing a lot 14

of industry-heavy content, you are only going to appeal to those who are currently in the market rather than a broad base of potential clients.

To pull in those other future clients you want to provide fresh, interesting content that will appeal to those possible future clients that aren’t quite ready to move yet. However, you also want to still tie this content back into your business goals.

So, how do you share content that will speak to a wider audience, but also still be relevant to your business?

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Talk About Your Philanthropic Activities

The philanthropic work you do to support your community says a great deal about who you are as a person. Many people will be attracted to working with you because of the charitable works you are involved with. While you may be hesitant to share these efforts because you feel it may come across as bragging, you also need to remember that sharing information about the charitable organizations you support will actually help those organizations. Many of them have small marketing budgets, so any free exposure you can give them helps to promote their cause.

In fact, they want and need you to promote them.

And you can promote them without coming across as a braggart. Focus your content entirely on the organization. Talk about why you support them, how they help the community, and how others can also get involved. This turns what could have been bragging into something that benefits everyone. n

Your Local Community

We humans are connected to each other through our community – our local sports teams, parks, churches, schools, and much more. What better way is there to connect with people in your community than to talk about your community? Demonstrate that you are an expert on your community, and bring that community to your followers. Share information about a local event; perhaps even share the actual event through live-stream video. Interview city officials to get the low-down on the latest development project. Share information with your followers about things they didn’t know about their community. Consult with local historians or the historical society to share interesting information about your community that your followers will want to read. You could even turn it into a series of podcasts or videos. n

Use Your Creativity to Connect

Find creative ways to engage your followers on the topic of real estate. Try engaging your followers in an interactive project such as posting photos of interesting front doors. Doors are the entry point into our homes as well as our private lives. The way we adorn our front door can give someone a sense of our style and personality. Ask followers to submit photos and choose one to post each Friday. Make sure to watermark each photo with your logo at the bottom and include an inspirational quote that ties back to the importance of home. You could also ask your followers to provide a little story or caption to go along with the photo that tells something about them and their home. These kinds of projects are interesting and unique, and clearly connect back to your business. n

Share Your Hobbies

Are you an adrenalin junkie who has bungee jumped from some of the tallest bridges in the world? Are you a foodie that grows your own organic vegetables and fruit? Do you have a Top Agent Magazine

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secret passion for photography? Everyone has hobbies that they enjoy outside of work. When you look past the surface people become quite interesting. People also happen to find interesting people interesting, and tend to remember people based on their distinctive traits. We humans love discovering a person’s behind the scenes story, the mind behind the face. While you don’t want to talk too much about yourself, sharing pieces of your personal life and things that interest you can be a great way to connect with followers. By sharing interesting facts about your life, you will find that many followers will feel a strong, personal connection to you based on your hobbies and personal interests. n

Divulge Interesting Experiences

This is somewhat similar to the idea of sharing your hobbies. Sharing some of your more interesting personal experiences such as a fateful conversation with a stranger or an exciting adventure you had while in another country can be a great way to connect with followers as long as it also relates to some kind of life or business lesson. Talk about experiences you’ve had with clients or purchasing your own home. Experiences that relate to your business are great ways to connect with future clients in a manner that goes beyond the world of business. n

What and Who Inspires You

No matter what you’ve chosen to spend your life doing, you didn’t get there alone. You may have had a mentor that made a special impact on your life or someone already in the business that you looked up to and who perhaps inspired you to get into real estate. You may have found inspiration through a love of architecture or design. People want to know why others do the things they do. Sharing who or what influences you in your personal and business life is a great way to connect with followers. Recognizing that you didn’t get to where you are now by yourself shows humility, and talking about those people that had an influence on you shows others that you stay connected to the world and people around you.

Connecting with potential clients is something that is essential to any REALTOR’S® business. If you’re doing the work to create interesting blog posts and make those connections, you want to make sure that you’re sharing the right kind of content to draw in those future clients. It takes a lot more than simply providing the latest market news. To get the most out of what you share, you need to provide a wide array of interesting content 16

that will draw in a broad range of followers.

Providing the right kind of content can make all the difference when it comes to connecting with future clients and building the right kind of relationship with them right from the start. Connecting through your website or social media and sharing more than just real estate advice will help you build confidence and trust with future clients before you even meet them.

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JERZY MASTALERCZYK “If you’re looking to buy/sell or even rent an apartment I would 100% recommend you work with Jerzy Mastalerczyk.”

—Testimonial Having grown up around the real estate industry, it was only natural for Jerzy Mastalerczyk to become an agent himself. “My family has been in the real estate business for almost four decades. I was involved indirectly for a lot of the back end,” Jerzy says. Eventually, he quit his full-time job and became a Realtor, making it his new career.

Today he works with Compass in Chicago, Illinois, where he’s enjoying the technological advances the company is making. Serving the Chicagoland area, a growing portion of his business is based off of referrals from past clients, a testament to his ability to exceed expectations.

“My corporate experience was in sales management with Verizon, where I went from a store representative to a general store manager. Part of that development was learning to pay attention to customer experience,” Jerzy explains. He carries that knowledge into his real estate work, where he prioritizes the client experience above all else. “If I know there’s a problem with a property, or it’s not their ideal place, I’m going to bring it up. I always tell my clients they need to know the good and the bad.” Jerzy is always looking out for his clients’ best interests, only wanting what is best for them.

“What makes me stand out is that I’d rather lose a sale and find a better property that fits my client,

even if that delays the process.” Each client Jerzy works with feels as if they are his only client, as they receive his full attention when they are together and he is always available to them. After the transaction, Jerzy stays in touch through social media, calls and text messages.

Clients feel taken care of and guided throughout each transaction with Jerzy. They love spreading the word about his work. One recently said, “I was working with Jerzy and he was amazing. I had a limited time frame that I needed to find an apartment and he set up showings for me right away and once I found an apartment that I like he did all the paperwork really fast, everything was done electronically which was super convenient because I have a very busy work schedule. He was able to find something for me and made the whole process very easy and hassle free. If you’re looking to buy/sell or even rent an apartment I would 100% recommend you work with Jerzy Mastalerczyk.”

During any free time, Jerzy enjoys playing and spending quality time with his son and wife. But he’s also starting to think about what comes next for his business.

With his wife in the property management field, Jerzy hopes to soon expand into this territory with her. He also wants to build a team. One thing is for certain: he will never tire of this industry, as it truly makes him happy. “I’m always smiling, all the time.”

For more about Jerzy Mastalerczyk, call 773-972-5822 or email jerzy.masta@compass.com Top Agent Magazine

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Are You a Value-Added Agent?

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

• I have a written listing presentation.

• I am honest.

• I am trustworthy.

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

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

Client Expectations are Higher than Ever Unfortunately, too many real estate agents assume they are ‘value-added’ because they are providing the services they want to provide— 19

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

Why Bother Being Exceptional?

• Because you want to set yourself apart.

• You want to create client loyalty.

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

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

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

Watch the actions, not the words.

If I were a manager, or a seller or a buyer, and I wanted to find a value-added agent, here’s what I would look for: 20

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

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

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

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

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

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

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

Adding those Client Benefits to your Dialogue

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

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

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

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

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

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

Put Yourself to the Test

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

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

What’s the impre agent?

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

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

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

Copyright ©, 2016 Carla Cros

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

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

Find out more at www.carlacross.com.

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Why Employee Appreciation Matters & Can Boost Your Bottom Line Attracting and retaining talent creates a positive working environment for your business, but it’s also good for your bottom line. When team members come and go constantly, your office becomes a revolving door, with no steady workforce, abiding company culture, or continuity for your clients. What’s more, breaking from your duties to post ads, interview applicants, and train new hires takes up valuable time—and time is money. Instead, creating a working environment with built-in 22

perks and morale boosters makes everyone happy, including you as a leader. You’ll have fewer fires to put out or squabbles to referee if your employees are motivated, feel appreciated, and inclined to work together for the business’s greater good.

In that vein, let’s consider the concrete benefits of employee appreciation and how to apply these principles to your business in meaningful ways.

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What is employee appreciation and how do you enact it?

Whether built-in through perks and benefits or by hosting regular events, employee appreciation is about making your team feel valued and part of a whole. No one wants to feel replaceable or voiceless, so it comes down to this basic truth: employees who feel heard and appreciated invest more in their work and your business. Likewise, no one wants to hop jobs every six months.

Employees desire reliability and consistency in their work options, but they’ll be forced to move on to greener pastures if they don’t feel like their talents and contributions are recognized, or if there isn’t enough value to match their output.

By displaying gratitude through employee appreciation, you’re sending the message that your employees’ efforts are respected and considered integral to your operation’s success. Employee appreciation also sets the right tone for professional relationships in your office to flourish, which makes for better workflow and communication on an interpersonal level. Motivation and morale are closely tied to employee appreciation, so there is a clear symbiotic benefit to investing in your employees’ happiness in order to breed a happier, more productive work environment.

How do you make employee appreciation an active part of your business model? To start, keep it simple. Treat your employees to a bagel spread on a Monday morning to boost morale ahead of the workweek. Or, consider Top Agent Magazine

an employee happy hour on a Friday, or a group lunch mid-week. Well-timed moments of generosity can lift spirits and signal your intuitiveness as a leader, while creating fuel for upcoming projects and deadlines.

If you want to take it to the next level, consider in-office perks from which your employees can derive value or morale. For instance, some offices allow employees to bring in their docile pets. Other offices keep the communal kitchen stocked with sparkling water, fresh fruit, and quality coffee to keep team members satiated. Maybe your office would benefit from a modern décor update, which might make for a more compelling, progressive workspace for your employees to enjoy. Whatever route you take, cultivating a positive office environment can extend employee appreciation on a daily, hands-on basis.

Perks and benefits are another way to build-in employee appreciation and demonstrate your investment in your team. Bike-to-work benefits, subsidies for public transportation or gym membership costs, or even supplying your team with their own smartphone—all demonstrate a company culture that’s focused on fueling your team’s morale and productivity.

While some of these steps may seem like a costly investment, the returns are unequivocal when it comes to lasting employee retention.

Turnover is a blight on your bottom line, so taking a proactive approach to employee appreciation can inspire a dynamic team, lead to a more positive work environment, and boost your financials for the long term.

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