ILLINOIS 1-28-19

ILLINOIS EDITION

COOPERATION, NOT COMPETITION, CREATES MUTUAL SUCCESS FOR AGENTS

EMOTIONAL FLUENCY : HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH

Turn Open Houses Into

DESTINATIONS FEATURED AGENT

CHRIS PEQUET COVER STORY

Julia Alexander

ILLINOIS EDITION

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JULIA ALEXANDER

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CHRIS PEQUET

With a love for people and a natur affinity for business, Chris Pequ has truly found her calling in re estate. She has been in the busine for over 30 years, and now has team of people who work behin the scenes to help everything ru smoothly. “I am the one workin directly with the clients, but my tea of assistants are there behind me an CHRIS PEQUET help with the day to day paperwork.” At Jameson Sotheby International Realty in Hinsdale, Illinois, they serve the weste suburbs of Chicago. The majority of their business is based o repeat clients and referrals, a testament to their commitment providing superior service.

CONTENTS

4) TURN OPEN HOUSES INTO DESTINATIONS 6) COOPERATION, NOT COMPETITION, CREATES MUTUAL SUCCESS FOR AGENTS

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“It’s the personal attention that sets me apart,” Chris explain “My clients know I will be the one taking care of them. If the give EMOTIONAL me a family memberFLUENCY: or friend of theirs, they know th 15) they will get the same hands on service that they did.” Chr HOW TO COMMUNICATE focuses on guiding her clients throughout the transaction, and WITH WHEN there forCLIENTS them every step of the way, leaving no question una swered. She is ARE also extremely TENSIONS HIGHpatient, allowing her buyers an sellers time to make the right decisions. “It might take a year get some of them ready for the market. They might need to d 22) HOW TO THROW A some painting, or want to do different things to be as ready CLIENT APPRECIATION EVENT they possibly can with their best foot forward,” Chris says. “W will ONE work onWILL that together.

I have a number of different contra NO FORGET tors I can reach out to for help.” Once her sellers are ready f the market, she hires multiple photographers to take amazin photos. “I have more than one photographer. I have one to com in and take photos of the larger rooms, then one who comes and takes aerial shots, and another who takes photos that captu the personality of the property.”

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Top Agentfor her clients is a To without say thatprior Chris goesof above and beyond Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy published understatement. She finds great joyof in serving them and materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. happy to do whatever it takes to get them towards their goa To subscribe or change address, send inquiry to mag@topagentmagazine.com.

Throughout it all, she has a sense of humor and makes it fu Published in the U.S.

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“When the transaction is over, I think my clients remember m sarcasm the most, as well as my availability. I am there for the no matter what,” she explains. “I’m an agent for life, I end u Top Agent Magazine selling and reselling homes throughout my clients’ lives.”

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Turn Open Houses into Destinations People are busy. Even those who are actively looking to buy a house or want to learn about the market for a future purpose have busy schedules.

But with bit of added time, creativity and investment in making open house into destinations, you’ll see greater turnout. And we all know that greater turnout increases the likelihood of offers.

There are several creative ways to hold an open house with a mindset of hospitality and with the goal of providing something of value to each person who attends.

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The neighbors-only open house Some agents embrace the “nosy neighbor” concept as a benefit, not an eye-rolling challenge.

With his client’s permission, Wesley Peters, a Keller Williams broker in the Baltimore Metro Area, often gets the neighbors together before a home hits the market. “We invite other brokers, too, but we include as many neighbors as we can,” he says, explaining that he schedules these events for a Thursday or Friday evening, happy hour-style, rather than midday on a Sunday. They get a better turnout at 5:00 pm than

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midday on a weekend when the neighbors are busy with their lives. In a relaxed setting, conversations flow, neighbors can mingle and catch up, and the buzz begins before the home is listed.

In advance, prepare invitations and hand-deliver them to homes on the streets you and your client agree are best to include. The destination is the event; the value each attendee receives is the social interaction and the removal of any awkwardness over visiting their neighbor’s house.

Your client’s benefit is the buzz.

A turnkey block party any time of year Once a property is listed, some agents take on the role of party planners. Certain streets or neighborhoods, they find, are perfect for lowkey social occasions. In some place, such as neighborhoods with many young families, a bounce-house or games may even ramp up the fun factor. But the idea of a seemingly spontaneous block party during an open house can be easy to pull off, whether you’re serving lemonade and cookies or coffee and pastries. The chance to meet prospective neighbors turns the event into a destination for both buyers and the neighbors; the value comes in buyers’ ability to see how the neighbors interact. Your seller’s benefit is that the grapevine will be filled with happy stories about their home. Tips: By keeping basic supplies in storage, you’ll be ready for a pop-up block party any time. Promote this type of event with targeted social media marketing and fliers or postcards to communities within a short distance of your listing.

Invite other professionals It’s common mortgage lenders to attend open houses. But why not provide even more value to people who attend? Chances are, you have more than a handful of professional partners who welcome an opportunity to join you at your open house. Consider inviting an interior designer, a contractor, a gardener, even a gardener or a painter. Invite them to your broker’s open in advance or give them time to view the property Top Agent Magazine

before the open house begins. Then encourage them to stroll the property during the open house or to sit with you. When visitors ask about needs or concerns they may have about the house – such as loan questions, the cost of improvements or upgrades or even remodeling – you’ll be able to introduce them to an expert on the spot. For that matter, your invited pros don’t even necessarily have to be in home-related businesses!

Prospective buyers always want to know about the community when visiting open houses.

Consider inviting representatives of community

organizations, like youth sports group or owners of mom-and-pop retailers to help your visitors get a feel for the neighborhood or town. For this type of open-house, prepare a flyer or card with your community contacts on it so visitors can leave with resources as well as information.

Open house should be about the buzz. They’re about creating a conversation about your listing and making the home memorable to visitors. By giving people a unique experience they won’t forget, you’ll show your sellers how creative you are in meeting their needs.

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Cooperation, Not Competition, Creates

Mutual Success for Agents When people get along during a business transaction, everyone comes out happier. And in a service industry like real estate, agents have the power deliver that happiness. By working cooperatively, sharing advice and helping each other help clients, agents not only enhance their own reputations, but that of real estate in general.

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“Bring everyone together” Matt Kobelski, with Credentials Real Estate Group in Massachusetts, points out that providing good service involves more people than the party you’re representing. “I’m not afraid to bring together all the parties in a deal and say, ‘OK, let’s figure out a solution that works best

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Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem

for everyone,” he explains. “My goal is to avoid being adversarial.” Real estate, he believes, should always be a field in which each person can win. “It’s about working toward a mutual goal, shaking hands, and walking away happy that a seller sold, a buyer bought and everyone got what they wanted.”

But Is it that simple? Most agents have experienced the ways conflicting personalities and tension during a transaction can heat up even the most cordial relations. In reality, however, it’s more productive to let down your guard and work with others as a team than it is to allow stress and competition to preside. South Florida REALTOR® and broker associate, Risë V. Siegrist, for instance, has zero interest in competing with other agents. “It’s more important to be professional and associate with competent, caring people,” she says. By serving others with a cooperative spirit, experienced agents like Risë set an excellent example for emerging real estate stars. Risë hopes to be a model for the next generation of agents, training people who may one day become part of her team.

Risë’s position on cooperation inspires more reasons for nurturing relationships with other agents. Over the decades, many agents change brokerages several times. Who knows if that agent across the table will one day work at the Top Agent Magazine

same brokerage you do? Perhaps you’ll even have an opportunity to partner on an exciting, future transaction. Good relations keep doors open to endless possibilities.

Co-listing cooperation Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem. In fact, some agents cleverly capitalize on their collective attributes, rather than competing against one another. South Carolina REALTOR® Kimberly Pannit is a perfect example of the universal benefits of co-listings. Although she has always been an independent agent, Kimberly works hard to form professional alliances that give her business the feel of a cooperative network across brokerages.

This cooperative approach may be nontraditional, but it benefits clients in unique ways. By working closely with agents at other brokerages, she shows how agents can improve client service while helping one another.

Kimberly’s cooperative approach began in her own neighborhood, where an agent friend from a different brokerage also lives. “Several years ago, I approached her because both of us were friends with our neighbors. I asked, ‘Why don’t we give our neighbors superior service and

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co-list together? We both love our area and are passionate about our jobs, the location and schools.’” She also didn’t want to make their mutual friends choose between them when they could work together. “I said, ‘Let’s give them amazing service together!’” With their brokers’ permission, two weeks later the agents co-listed their first home and put extra energy into ensuring uninterrupted client service.

Networking and “Co-opertition” When the ultimate goal is to match a client with the perfect home or create optimal terms of sale for a listings, networking with other agents can facilitate that ideal buyer-seller match.

Nashville REALTOR® and broker/owner Lisa Land embraced every opportunity to contribute meaningfully to the real estate industry and to her local market, even before building her own team. “Agents would frequently ask me for help or advice,” she says, noting that she shares, rather than guarding, the methods she uses to get through difficult or confusing transactions. “I was fortunate to have great mentors when I started in real estate, so I’m always

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willing to offer help, even to agents outside of The Luxe Collective.”

Meanwhile, on Cape Cod in Massachusetts, Janet Leigh Scott describes the climate between agents as relaxed and professional. “While the real estate market is highly competitive, we’re truly a ‘co-opertition’ market; agents work together and a have greater sense of community than you might experience in off-island brokerages,” Janet says. “If I have buyer coming into town, I’ll reach out to agents I’ve done transactions with to ask if they have anything coming up that might not be on the market yet.”

Even in hot, competitive L.A. real estate, independent agents such as Andrej Nagy of The Agency RE knows the importance of receiving and providing professional mentorship.

“My relationships with clients are extremely important,” he says. “But my relationships with agents on the other side of a deal are also important.” For REALTORS® like him, working smoothly with other agents is a privilege.

Doing so builds rewarding relationships while ensuring win-win transactions for everyone at the closing table.

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Julia Alexander

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Top Agent Julia Alexander’s RE Solution Group, in Mundelein, Illinois, covers a wide, 80 mile geographical area, including all of Lake county, parts of McHenry and Cook counties.

“I’m all about quality of service,” Julia Alexander explains, when asked about her business. “I take each transaction very seriously.” Never one to shy away from challenges, Julia opened up her own brokerage in 2007, right when the market was taking a downturn. “The market was crashing, and everyone was leaving, but I was going in and started to get involved with foreclosure properties,” she says. Today, her business is still thriving at RE Solution Group, Inc in Mundelein, Illinois. Speaking four languages, including English, Russian, Ukrainian and 10 Copyright Top Agent Magazine

Polish (while working on her Spanish), she is able to serve a wide variety of clients. She also covers a wide geographical area, including all of Lake county, parts of McHenry and Cook counties. “My coverage area is 80 miles long, I won’t say no to someone just because they are farther away.” This commitment and dedication has resulted in 99 percent of her business being based off referrals.

“All my past clients become my good friends.

I treat everyone fairly and equally,” she explains. “I try to do my best on every single transaction that I get.” Along with providing great service throughout the process, she also offers exceptional negotiation. “I really love it, I’m originally from Russia, and we just love to bargain,” she says. “If I know I can get a better deal for my clients, I will never settle.”

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Julia also never pushes her clients into buying something that isn’t the best choice. Always wanting what is best for her clients, she educates them so they can make a smart decision.

“I’m real and honest, if they want a truthful opinion about a particular property, I’m the Top Agent Magazine

person to go to.” At every step of the way, for both her buyers and sellers, she guides them, leaving no question unanswered.

When it comes to marketing her listings, she utilizes social media to reach specific 11 Copyright Top Agent Magazine

audiences. “Facebook allows us to do targeted marketing, so we can pick an audience for each property. For instance if it is a starter home, we can target first time home buyers,” Julia explains. She also uses social media to stay in touch with her past clients. “It helps me dramatically in keeping in touch with them, I’m always involved and connected.”

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After the transaction is complete, Julia’s clients love to leave glowing reviews about their time together. One recently said, “I used Julia for the sale of my house in Oak Lawn and within 1 day of putting it on the market I had 4 showings. The second day I had an offer and that offer sealed the deal and the house was sold. With such great communicaTop Agent Magazine

tion with Julia I was very happy, so I used her on the purchase of my next home. It was a very tricky purchase as it was a short sale and also dealing with me having to get a loan that was VA backed. She worked hand and hand with the sellers and my lender and me to get everything done quickly and painlessly. She does it ALL!” Top Agent Magazine

As Julia looks towards the future, she is eager to add more people to her team. “I would like to get or find as many like-minded people that put clients first,” she says. But in the meantime, she is enjoying every minute of her current situation. “I just love meeting new people. I like to solve their problems. Every client I have, I treat as if they are my family.”

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For more information about Julia Alexander , www.

email juliaalexander.realtor@gmail.com; or visit ReSolutionRealtors.com or Facebook.com/RealEstateSolution, or call 847-322-0504 www.

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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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CHRIS PEQUET With a love for people and a natural affinity for business, Chris Pequet has truly found her calling in real estate. She has been in the business for over 30 years, and now has a team of people who work behind the scenes to help everything run smoothly. “I am the one working directly with the clients, but my team of assistants are there behind me and help with the day to day paperwork.” At Jameson Sotheby’s International Realty in Hinsdale, Illinois, they serve the western suburbs of Chicago. The majority of their business is based off repeat clients and referrals, a testament to their commitment to providing superior service.

“It’s the personal attention that sets me apart,” Chris explains.

“My clients know I will be the one taking care of them. If they give me a family member or friend of theirs, they know that they will get the same hands on service that they did.” Chris focuses on guiding her clients throughout the transaction, and is there for them every step of the way, leaving no question unanswered. She is also extremely patient, allowing her buyers and sellers time to make the right decisions. “It might take a year to get some of them ready for the market. They might need to do some painting, or want to do different things to be as ready as they possibly can with their best foot forward,” Chris says. “We will work on that together. I have a number of different contractors I can reach out to for help.” Once her sellers are ready for the market, she hires multiple photographers to take amazing photos. “I have more than one photographer. I have one to come in and take photos of the larger rooms, then one who comes in and takes aerial shots, and another who takes photos that capture the personality of the property.”

and I know she won’t stop until she finds us our home. We won’t go to anyone else.”

During any free time, Chris stays involved with the community.

She served a six year term on the board of directors for the Hinsdale Chamber of Commerce, and is now an advisor to them.

Chris currently sits on the school district foundation board, and is working on raising funds for additional services for the school and teaching grants. She is also the co-founder of RedWhiteandBlues.org, which is raising money for a charity called Operation Support Our Troops.

Looking towards the future, Chris wants to continue serving her clients and spreading the word about her great community. In the meantime, she is loving every minute of her work. “What I love most about it is all the different people I get to meet. I’ve made such great friends from being in this business.”

To say that Chris goes above and beyond for her clients is an understatement. She finds great joy in serving them and is happy to do whatever it takes to get them towards their goals.

Throughout it all, she has a sense of humor and makes it fun.

“When the transaction is over, I think my clients remember my sarcasm the most, as well as my availability. I am there for them no matter what,” she explains. “I’m an agent for life, I end up selling and reselling homes throughout my clients’ lives.”

Clients love to leave glowing reviews about their time together.

One recently said, “Ever since our first meeting with Chris we’ve been very excited and hopeful for our buying experience.

She is not only knowledgeable and experienced, but so friendly and positive. I feel like I’ve known her for years. Although we haven’t decided on anything yet, she is still working hard for us Top Agent Magazine

For more about Chris Pequet, please call 630-327-5175 or email chris@chrispequet.com, visit ChrisPequet.com www.

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How to Throw a Client Appreciation Event No One Will Forget Clients are the foundation of any flourishing enterprise, and this is particularly true in real estate—an industry where relationships are central. Demonstrating your gratitude to former and current clientele is a winning way to cultivate your network, while upping your potential referrals and creating face-to-face time with the individuals that make your business tick. Keep in mind a few of the tips below as you stage a client event that will positively impact your brand, while conveying your appreciation to those who have driven your business all year.

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Supersize Your Guest List Inviting former clients to your client appreciation bash is only the first step in crafting your guest list. To really expand your sphere of influence, invite neighbors, local business owners and staff, old friends, family, associates, fellow alumni from your alma mater, and the like. Think of your client appreciation event as a celebration of business bringing people together. Expand your guest list and you’ll create a coveted, in-person opportunity to forge relationships and broaden your reach.

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An appreciation event may be geared toward your clients, but if done correctly it can also provide a fun-filled venue for your employees to enjoy a morale boost.

Consider A Sponsor Client appreciation events shouldn’t skimp on the details, but you don’t want to break the bank, either. To defray the cost of a client appreciation event, consider enlisting local businesses as co-sponsors. Not only does this approach ease the price tag of throwing a party, but it also creates an easy partnership between you and other entrepreneurs—widening your database and making for a memorable and generous event.

ship, or the Super Bowl is coming up quick, tailoring client appreciation events to already-established happenings can create an organic tie-in and boost your attendance numbers in the process. Throw a gingerbread house decorating party during the holiday season, or throw a barbeque during the Fourth of July. Capitalizing on a naturally occurring theme creates the opportunity for comradery between you and your guests.

Apply A Personal Touch

Don’t Forget To Reward Your Employees An appreciation event may be geared toward your clients, but if done correctly it can also provide a fun-filled venue for your employees to enjoy a morale boost, as well.

By encouraging your employees to cut loose at this celebratory event—instead of having them run interference all night—your team will feel appreciated and validated, too.

Theme Your Event Whether the area’s high school sports team has made it to the state championTop Agent Magazine

Invitations may seem like a small detail, but they shouldn’t be one-size-fits-all. Consider handwriting some of your invitations for the clients you remember well, or for business associates who you regularly partner with. Personalizing invitations to key players is the surest way to a confirmed RSVP. Cultivating your network of professional connections is an essential part of driving business, and client appreciation events not only create memories between you and your clientele, but also inspire your to step back, reflect, and give thanks to those who keep your business booming.

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