ILLINOIS 8-23-21

ILLINOIS EDITION

Things You Can Do to

ANTICIPATE YOUR CLIENT’S NEEDS MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS

KEEPING IN TOUCH –

HOW TO STAY IN YOUR CLIENTS’ LIVES FOR THE LONG HAUL

FEATURED AGENT

ALEXA HARA

Meg Whitted COVER STORY

ILLINOIS EDITION

ALEXA HARA

A longtime resident of Chicago, Alexa team members have been 9 23 Hara grew up around the real estate my success. Here, we help business. But while her family were active out—no questions asked. A investors, it was never her intention to be a the day, it takes special c part of the real estate world. After earning build something great, and her MBA in Revenue Management, she partner is one of the most he would spend several years working for you’ll meet.” the Gibson Restaurant Group. Later, she decided to transition into real estate, and Outside her career, Alexa once she did, she quickly fell in love with dously active in her comm both the business and @properties. her team having sponsored MEG WHITTED ALEXA HARA charities, including the Du Today, Alexa is a Broker for @properties where she Relief Fund and SocialWorks. She also pre and her business partner, Guido Piunti, supervise a top for the homeless through Harvest Kitc producing team to assist clients throughout Chicago she’s not with clients or giving back, she c and the surrounding suburbs of Illinois. Also licensed to spending quality time with friends and fa serve clients in Florida, she has established a boutique Chicago lakefront.

CONTENTS process to take the stress out of any transaction. “I’m not a cookie cutter type of broker,” she says. “With me, Going forward, Alexa has strong plans fo what youYOU see is what youDO get; TO at all times, I try to15) relateKEEPING of her business.

As she continues to excee 4) THINGS CAN IN TOUCH – to my clients and get to know them on both a personal volume with each passing year, she intends o ANTICIPATE YOUR CLIENT’S HOW TO STAY IN YOUR and a professional level.” her team while scaling her standards of ser NEEDS CLIENTS’ FORclientele.

THE “When we’re tr her LIVES ever-growing LONG When listing a property, Alexa empowers her clients via HAUL agent, I tell them that my biggest goal is t a wealth of cutting edge resources. After helping them doing better than my business partner or 6) HOW TO BUILD A TEAM fully prepare their home for the market and providing says. “No matter if a client is buying, selling, 21) MODERN EMAIL THATa WILL WIN BIG NOphotography services, she we make sure everyone is served the right w suite of professional ETIQUETTE FOR TODAY’S broadcasts their listing over both a blend of targeted MATTER ITS SIZE AGENTS social media campaigns and an extensive network of more than 400 third-party websites. Along the way, she also utilizes advanced tools like Realvision and 3D Home Tours to give her sellers an added advantage.

Phone 310-734-1440 | Fax 310-734-1440

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mag@topagentmagazine.com | www.topagentmagazine.com Elsewhere, Alexa is just as thorough when assisting her buyers, utilizing her acute market expertise towithout guideprior consent of the publisher. Top Agent No portion of this issue may be reproduced in any manner whatsoever Magazinethem is published Feature Publications GA,best Inc. Although precautions are taken to ensure the accuracy of published to thebyright home for their interests.

She truly materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. listens to her clients, developing a strategy catered to To subscribe or change address, send inquiry to mag@topagentmagazine.com. and oftentimes identifying properties they Publishedtheir in theneeds U.S. may have otherwise overlooked. Over the years, she has earned a fantastic reputation throughout Illinois, with To learn more about Alexa H the vast majority of her volume coming from repeat Top Agent Magazine email alexa@atproperties.co clients and referrals; but through it all, she emphasizes visit atproperties.com or call 847-8 the importance of her team. “My business partner and www.

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Things You Can Do to Anticipate Your Cleint’s Needs First and foremost, the real estate industry is a customer service business. The key to any successful real estate business is one that can build a reputation by providing an unsurpassed level of care. That usually means a transaction that is seamless and stress-free as possible throughout the whole process. Your client’s experience is what keeps them not only coming back, but gets them to recommend you to their friend and family.

tise. By showing you can not only anticipate their needs, but have insight into any potential problems that might arise, they will have complete confidence in you. Achieving that level of trust is the key to a transaction that is as stress-free as possible.

The key to creating a great experience is anticipating your client’s needs. They are relying on your professionalism and exper-

From the moment, you meet a po-tential client, your goal should be to find out not only what they are looking for as far as their real estate

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GET TO KNOW YOUR CLIENTS ON A PERSONAL LEVEL

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goals, but who they are as a person. Listening and asking the right questions from the start is one of the most important aspects of the job.

You almost have to become an amateur psychologist, really honing in on the emotional reasons behind their real estate transaction.

Taking time upfront not only gives you valuable insight into your client, but it is the first impression your clients have that you truly care about them, and that this isn’t just another commission check for you. This goes miles in helping them feel comfortable enough to rely on your guidance.

Knowing who your client is on a deep level will help you navigate the transition ups and downs, allowing you to anticipate the best way to handle it.

SPOT POTENTIAL PROBLEMS AND PROVIDE SOLUTIONS Having insight into your client’s per-sonality type will come in handy when you anticipate an upcoming snag in the transaction. Most people find the process to be stressful even under the best of circumstances. One of the best rules of thumb is to always provide the solutions to anticipated problems when you present them to the client.

This should be the case even when the problem isn’t on you. Anything that can ruin a client’s overall experience can reflect poorly on you, whether you deserve it or not. This is a business philosophy called “zero risk”. You don’t want to take any chances with having an unsatisfied customer.

This is where your experience in the business pays off. You’ve probably seen most things and can easily anticipate problems that are Top Agent Magazine

likely to delay the process. Remember you are in charge. You are the expert. And, remember, part of avoiding potential problems is making sure your client knows what to expect upfront, always communicate openly and honestly.

Telling people what they want to hear and knowing you can’t deliver it, is destined to fail, and will always reflect poorly on you.

FIND WAYS TO EXCEED EXPECTATIONS Recognizing ways to exceed a cus-tomer’s needs is just as important as looking out for potential problems, when it comes to creating an exceptional experience. Have a vetted list of trusted service providers. Be hands on.

There are Realtors® who are out there helping clients pack, mowing lawns, and picking kids up from school. They are there for a client in ways that are unexpected. Having one thing taken off your plate during a stressful period in your life can feel like a lifesaver and is not soon forgotten. It is those “little” things that will turn a client into a lifelong advocate for your business.

TAKE IN FEEDBACK A good service provider is always trying to do better. Many Realtors® have clients fill out surveys after the transaction is over. This serves two purposes. It helps you become better at your job and it shows your clients that you care about them and their opinions. You can also use social media to get feedback via analytics and interactions. All of this information can then be used to create better customer experiences in the future. After all, this is a customer service industry. Treat it like one and you’re bound to succeed.

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How to Build a Team That Will Win Big No Matter its Size In the real estate world building a team is a goal almost every agent strives towards achieving. Doing business with a team as opposed to solo has numerous advantages. With more agents handling clients as well as other employees specialized in areas such as marketing and administrative support there to assist you; you can greatly increase your business and sales.

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So, when creating a team, logic would tell us that the bigger it is, the better, right? Wrong. When it comes to real estate teams, size doesn’t matter so much as the players you bring onto that team to work with you. A team doesn’t have to be big to win big, and here are the secrets to building a team that wins big no matter its size.

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Hire the Right Team Members

Put Your Team Members in the Right Positions to Win

You’ve probably heard the saying, “you’re only as strong as you’re weakest link.” That idea holds true for any kind of team, including those in real estate. If you have weak members on your team, then it’s not possible to have a strong team. Drawing strong team members to your business is essential.

Finding strong team members is just one part of the equation. As the leader of your team, you now have to assess each member’s strengths and weaknesses and position them appropriately. You want the best player for each role playing that part and catering to their strengths. Choose your team member’s roles wisely, and place each individual in the position where their strengths can shine and they can best contribute to a win for the entire team. Every role is important to the team working smoothly and winning as a whole, so it is important to place each team member in the role most suited to his or her skills.

To better understand what kind of person would make a strong addition to your team, you need to ask yourself what skills and characteristics you want your team members to possess. The strongest members are often ones that share their leader’s values. When you share values with your teammates, you are all running along the same course towards the same goal as one. Your definition of a victory in this case is also your teammates’ definition of it. This helps strengthen even the smallest of numbers because you are all working together toward a common goal.

Another characteristic too look out for in potential team members is a positive attitude. You can teach someone the skills needed in real estate, but you can’t teach someone how to have a positive attitude.

Positive members tend to achieve more due to their optimistic nature, but more importantly, they spread that positive attitude to the rest of the team, which improves every members’ performance.

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Communicating Your Vision to Your Team

Your team members are the key ingredients to ultimate victory, but what recipe do you follow now to lead them to victory? That is what communication is for a winning team; the recipe you will use to

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help best utilize each team member and instruct them on how they need to work together to fulfill the recipe that will lead them to be a winning team. Your team members need to know the plan and you must give them the tools to successfully execute it.

It is up to the leader of a team to help your players see your vision and help them understand what a victory looks like. The goal may seem simple and obvious to you, but you must communicate it over and over again to your team members, so they understand it as well as you do. With different personalities coming together to form a unit, you are going to be dealing with numerous challenges such as competing agendas. You will find this on any team. You must keep the goal and at the forefront of your player’s minds in order to encourage them to put aside their own personal desires in order to come together as one cohesive, single-minded unit and push towards the team’s goal.

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Give Your Team Members the Tools to Help Them Perform at Their Best The final thing all great leaders do is equip their team members with the proper tools and training needed for them to succeed. You have to show them how they can each come together with their different strengths to work as a team towards one unified goal. This involves more than simple skills training, but also endurance, so they can last as a team and win even those matches that seem unending and impossible.

Think of all the challenges that they could possibly face ahead, and clear their path to victory by giving them the necessary training and tools they will need to get past any obstacle. As the leader, you must be prepared to continually communicate the team’s goal and your vision. Use that vision to motivate your team members throughout the journey towards victory.

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Meg Whitted Top Agent Magazine

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Meg Whitted Top Agent Meg Whitted serves the greater Chicagoland area with more than half of her business deriving from repeats and referrals.

For Meg Whitted, real estate started out as an obsession. “Right when Realtor.com came out in my early 20s, I was on there looking at houses,” she explains. “I spent a ridiculous amount of time researching homes and finding out the stories behind the owners.”

Eventually, she decided to take the leap into 10 Copyright Top Agent Magazine

this field, becoming a licensed agent. “It was important to me that I do something I really love,” Mrs. Whitted explains. She hasn’t regretted it for a minute since, as it doesn’t feel like work. Helping people accomplish their real estate goals has proven to be an incredibly rewarding path for Mrs. Whitted, and Top Agent Magazine

with every passing year her passion for this industry grows stronger. Serving the greater Chicagoland area, more than half of her business derives from repeats and referrals.

“I treat every client the way I would want to be treated,” she says. “I don’t pressure them.

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I want them to be excited.” As this is often the largest transaction her clients will ever make, she is incredibly patient throughout the process. Equipping them with knowledge and always happy to answer any questions, Mrs. Whitted makes sure they are able to make the best decisions possible. For her buyers, 11 Copyright Top Agent Magazine

“I’ve taken time to build my Facebook, so when I do a live video, a post or an ad, thousands to tens of thousands of people will see it, and it’s one of the biggest reasons sellers will choose to go with me because I will work really hard at pushing their property beyond just the typical real estate websites.” she takes the time to understand their needs, and utilizes her negotiation skills to get them the best deal possible. Mrs. Whitted’s strong social media presence helps her sell homes quickly and for top dollar. “I’ve taken time to build my Facebook, so when I do a live video, a post or an ad, thousands to tens of thousands of people will see it, and it’s one of the biggest reasons sellers will choose to go with me because I will work really hard Copyright Top Agent Magazine 12

at pushing their property beyond just the typical real estate websites.”

After the transaction, clients leave glowing reviews about their time together. One recently said, “We were in a situation where we needed to sell our home fast to secure another one that just came on the market.

We were not able to do a contingency deal with the sellers of the house we wanted so we Top Agent Magazine

called Mrs. Whitted to get her opinion on if it was even possible to get our current house ready and on the market that quickly. Three days later after meeting with Mrs Whitted our house had three offers well over asking price and we secured the house we wanted. Mrs. Whitted was very responsive and on top of things, which allowed this to happen. She did Top Agent Magazine

a wonderful job and made the process quick and easy. Would highly recommend Mrs. Whitted to anybody in the Saint Charles area.”

Community is important to Mrs. Whitted, so she makes sure to always give back. She takes nominations from moms for other moms in the area who have had a difficult Copyright Top Agent Magazine 13

year, whether it be illness, divorce, employment loss, or any other struggle. “Then, with a team of volunteers, I create bouquets of flowers and deliver them to these moms as a surprise,” Mrs. Whitted says. During any free time, she can be found hanging out with family, traveling, trying new restaurants and relaxing with friends.

Looking towards the future, Mrs. Whitted has no doubt that her business will continue to grow. “My plan is to be known as one of the top agents for the entire Chicago suburbs area.” With a true love for helping others, it’s clear she will achieve all of her goals and more.

For more information about Mrs. Whitted, call 630-388-8979 or email mrs.whitted@bairdwarner.com

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g n i p Kee h c u in To

HOW TO STAY IN YOUR CLIENTS’ LIVES FOR THE LONG HAUL

One sign of a great real estate agent is there long list of loyal client following. Part of achieving a great referral base is being a great realtor during the transaction. But, that’s only half of the work.

To truly be your client’s realtor for life and keep them coming back to you as well as referring others to you, you have to stay in their lives past the transaction. Keeping in touch with your past clients can be one of the most important parts of your business, and one that many realtors tend to push to the wayside.

Do you stay in your client’s lives, or do you disappear? People refer people that they feel they know well and that they trust, people they consider friends. However, earning and keeping your client’s trust involves maintaining a delicate balance with how much you contact them. Experts recommend reaching out to your clients at least quarterly. But, it’s not just about how often you stay in touch. You also need to be mindful about how you are reaching out to them. Here are some tips on how to keep in touch with your clients for the long haul: Top Agent Magazine

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INDIVIDUAL PERSONAL CONTACT One of the best ways to keep in touch with your clients is to simply give them a call every once in a while. Follow up and see how your clients are doing. Offer them assistance if they need it. Personalized contact helps to ensure that you remain as important to your clients long after the sale as you were during the transaction. Giving your clients a call on special occasions such as birthdays or holidays also makes for a great personal touch.

Of course, nothing beats face-to-face contact. Stopping by to say hello can be a great way to keep in contact. An even better way to catch up and maintain that friendship is to set up a lunch or coffee date with past clients. Giving individual clients your undivided attention goes a long way towards maintaining that bond you formed during the transaction and earning your client’s loyalty and trust. Interactions like this make a lasting impression on your clients.

Of course, many busy REALTORS® may not have time to follow up with every client oneon-one. A great way to still give personal attention to your clients without meeting each and every one for lunch is to throw a client appreciation party. This allows you to get in some face-to-face time with each client and make sure they all get your undivided attention and quality time to catch up with you, even if it’s only for a short time.

Now, if you have a lot of past clients, this can be difficult to manage during one party. One way to get around the numbers problem is to organize smaller events based on client’s inter-

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ests. Instead of throwing one giant party, host a pool party for the families with kids or a wine and cheese get together for single clients. Hosting special events like these ones goes a long way towards keeping your contact with past clients more personalized and setting you apart from those businesses that simply send them a calendar once a year.

PROVIDE CLIENTS WITH USEFUL NEWS PROVIDE CLIENTS WITH USEFUL NEWS One way that many REALTORS® keep in touch with their clients is by sending them newsletters. This form of contact can be a double-edged sword. You want to make sure you provide them with useful information that reminds them of your value as a real estate professional.

Otherwise your communication will amount to nothing more than spam, and clients will think of you less as a trusted friend and more as a nuisance salesperson.

Clients react much more positively to communication containing information that is pertinent to their lives. Update your clients on what is going on in their local community and housing market. Demonstrate your knowledge about the community and the things that are important to your clients. Include information about local cultural events, community news, housing statistics, information on the mortgage market, home maintenance advice, home design tips, and anything else that your clients will find personally useful. Your clients will always be interested in value.

SEND CLIENTS MEMORABLE AND PERSONAL CARDS Sending your clients cards related to important events in their lives and letting them know that you remember those events and care will go a long way towards building and maintaining a close personal relationship with them. You want to make sure your cards stand out, though. Sending popular holiday cards can be a mistake, as they will most likely get lost amongst all of your clients other holiday cards and will be quickly forgotten. Instead send something more personal such as: HOME ANNIVERSARY CARDS: Send cards to each client on the anniversary of the closing of their home.

CONGRATULATORY CARDS: Remember important events such as wedding anniversaries, graduations, new babies, etc.

SPECIAL BIRTHDAY CARDS: Instead of just sending your typical birthday card, add something special to yours that will stand out. Include a $1 scratch off ticket or a $5 gift certificate to Starbucks. Make sure to include a handwritten personal note.

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GIVE CLIENTS AN UNUSUAL GIFT Make sure the gifts you send your past clients stand out. Send your past clients an odd gift at the beginning of the year or on a holiday. Think outside the box and send things like funny magnets, customized mugs, a personalized piece of wall décor, and other fun and unusual items. A great way to make your gift stand out even more is to include a funny note with it that will catch their attention as well as make them think of you. For example, one cute idea is to send clients a bag of popcorn with the note, “Real estate is popping, give me a call.” You could send a bag of goldfish with a note attached that says, “I’m fishing for your referrals.” Get creative and have a little fun with it, your clients will notice and remember you for it.

TAKE ADVANTAGE OF SOCIAL NETWORKS

Social networking sites make staying in contact with past clients in a more informal and friendly basis much easier. Connect with your past clients on Facebook. This will help you stay up to date on the important things happening in your pact clients’ lives. In return, it provides you a great platform for keeping those past clients up to date with what is going on in your business as well as keep in contact in a more informal manner. Use Facebook to remind past clients to check their basement after a heavy rain or that they can contact you for help during tax time.

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You can even organize your contacts on Facebook into customized lists such as “past clients,” “industry contacts,” etc. This will help you better manage your Facebook contacts.

This will also allow you to view specific news feeds based on these lists and send messages to a particular list of contacts. Don’t forget about the many other social networking sites such as Twitter or LinkedIn either. Utilize this technology to drive personal contact with your clients.

STAY ORGANIZED

No matter how you choose to keep in contact with past clients, make sure to be consistent.

Consistency will help you stay organized and diligent about reaching out to your past clients regularly. A tool used by many real estate professionals to stay organized is a customer relationship management solution. Whether you use one that is online or a computer software program, this will help you stay organized when managing your contacts and allow you to set notifications to alert you when you need to contact certain clients, send out gifts, plan a client appreciation event, and many other things throughout the year.

Staying organized and consistent in your contact with past clients will help you continue to build and manage your referral base, as well as open the door to repeat and referral business.

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Modern Email Etiquette for Today’s Agents In today’s tech-forward culture, consumers are constantly inundated with promotional emails, alerts, invites, and social media blasts. As a real estate agent or a loan officer, how do you stand apart from the noise? What’s more, how do you stay relevant in a digital landscape that’s constantly changing?

For starters, there are a few timeless techniques you can apply to up your skillset when it comes email and digital communication: asking questions that Top Agent Magazine

inspire conversation, politeness, and following up regularly—to name a few. Likewise, there are surely new tricks you can add to your arsenal to stay ahead of the curve. Let’s outline a few ways you can refine and update your email etiquette to compete in today’s virtual marketplace.

Make your subject line count Too often, we labor over the content of our emails without giving much thought to subject lines.

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Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity.

However, these little headlines can go a long way in luring the consumer to open your email and ultimately click through to your website in search for your services. An enticing subject line should be short and sweet, ideally less than fifty characters.

You might also include the name of the recipient, and be up front (though concise) about the subject matter of your message. Remember: the first thing a client will see is your name and subject line—be sure to make this prime real estate shine.

Think mobile Research tells us that 79% of Americans check their phones within fifteen minutes of waking up. In fact, much of modern day correspondence occurs by smartphone. Accordingly, you’ll want to account for email readability on a mobile phone.

For instance, incorporating paragraph breaks for each new thought allows information to be parceled out in a palatable way for readers utilizing small screens. Also, any sort of graphic flair or links within your email should be shortened and streamlined for mobile consumption. Send yourself an email every now and again and access it from your phone—you’ll be able to double-check that all the elements of your emails are working well on a mobile platform.

Incorporate email tools There are excellent tools out there to enhance your email experience. With just a quick download, 22

you can add spellcheck, a URL address shortening feature, or a delay option that holds emails for thirty seconds before they’re sent. Think about the possibilities! Haven’t you sent an email without including the attachment you intended, or realizing you sent correspondence to the wrong client? If that’s the case, a delay feature can help you save face and build in a window for error— just in case. Regardless of which tools speak to your email habits, there are plenty of add-ons out there that can revamp your digital correspondence style.

Use email to maximize your online presence These days, there are plenty of ways to communicate—email, text, phone, apps, and social media.

When you interact through email, consider it an opportunity to invite your client to follow you elsewhere online. Ensure that your email signature includes unobtrusive, streamlined links to your social media accounts, professional website, or review page. This will build in an opportunity for clients to engage with your brand, and you may even add an online follower for the long term.

Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. Keep these approaches in mind as you reenergize your email technique and fortify your communication in the digital era.

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ALEXA HARA A longtime resident of Chicago, Alexa Hara grew up around the real estate business. But while her family were active investors, it was never her intention to be a part of the real estate world. After earning her MBA in Revenue Management, she would spend several years working for the Gibson Restaurant Group. Later, she decided to transition into real estate, and once she did, she quickly fell in love with both the business and @properties.

Today, Alexa is a Broker for @properties where she and her business partner, Guido Piunti, supervise a top producing team to assist clients throughout Chicago and the surrounding suburbs of Illinois. Also licensed to serve clients in Florida, she has established a boutique process to take the stress out of any transaction. “I’m not a cookie cutter type of broker,” she says. “With me, what you see is what you get; at all times, I try to relate to my clients and get to know them on both a personal and a professional level.”

When listing a property, Alexa empowers her clients via a wealth of cutting edge resources. After helping them fully prepare their home for the market and providing a suite of professional photography services, she broadcasts their listing over both a blend of targeted social media campaigns and an extensive network of more than 400 third-party websites. Along the way, she also utilizes advanced tools like Realvision and 3D Home Tours to give her sellers an added advantage.

Elsewhere, Alexa is just as thorough when assisting her buyers, utilizing her acute market expertise to guide them to the right home for their best interests. She truly listens to her clients, developing a strategy catered to their needs and oftentimes identifying properties they may have otherwise overlooked. Over the years, she has earned a fantastic reputation throughout Illinois, with the vast majority of her volume coming from repeat clients and referrals; but through it all, she emphasizes the importance of her team. “My business partner and Top Agent Magazine

team members have been the keys to my success. Here, we help each other out—no questions asked. At the end of the day, it takes special colleagues to build something great, and my business partner is one of the most helpful people you’ll meet.”

Outside her career, Alexa is tremendously active in her community, with her team having sponsored a variety of charities, including the Duncan Keith Relief Fund and SocialWorks. She also prepares meals for the homeless through Harvest Kitchen. When she’s not with clients or giving back, she can be found spending quality time with friends and family on the Chicago lakefront.

Going forward, Alexa has strong plans for the future of her business. As she continues to exceed her annual volume with each passing year, she intends on expanding her team while scaling her standards of service to meet her ever-growing clientele. “When we’re training a new agent, I tell them that my biggest goal is to have them doing better than my business partner or myself,” she says. “No matter if a client is buying, selling, or investing, we make sure everyone is served the right way.”

To learn more about Alexa Hara email alexa@atproperties.com, visit atproperties.com or call 847-899-3700 www.

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