MARYLAND 6-1-20

MARYLAND EDITION

5 TIPS TO GET NEW CLIENTS

CONCIERGE CARE: Services that Lure Clients and Transform Your Reputation

THERE GOES THE NEIGHBORHOOD: How to List High When Neighbors Are a Nuisance FEATURED AGENT

PAM BATSTONE LIZ BURROW COVER STORY

JULIE KOLB

MARYLAND EDITION

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JULIE KOLB

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LIZ BURROW

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PAM BATSTONE

CONTENTS 4) 5 TIPS TO GET NEW CLIENTS 13) CONCIERGE CARE: SERVICES THAT LURE CLIENTS AND TRANSFORM YOUR REPUTATION

18) THERE GOES THE NEIGHBORHOOD: HOW TO LIST HIGH WHEN NEIGHBORS ARE A NUISANCE 23) CREATIVE WAYS TO SAY THANK YOU

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5 Tips to Get New Clients If you’ve been in the industry for a while, you’ve probably built up a healthy percentage of repeat and referral business.

Although it can be tempting to just maintain those relationships rather than generating new business, there’s something to be said for staying on top of 4

your game by never resting on your laurels. Actively pursuing new clients is not only a way to generate more business, but depending on how you do it, it could even lead to a profitable new niche. Here are just a few ways to build up your new client base.

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Become a referral partner with industry peers

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Cold Call Expired and FSBO Listings

Everyone from mortgage lenders, to financial planners, to insurance agents, can be potentially lucrative referral partners for a Realtor®. You may already have great relationships with some that just need to be more formalized. But, you don’t just want to partner with anyone, make sure these are people you also feel completely comfortable referring your clients to - people who share your values and work ethic.

Another avenue to consider is divorce attorneys – yes, you heard that correctly. Helping people go through this difficult period actually requires a very specific skill set.

You need to be able to handle the legal aspects, as well as the emotional ones. There are numerous training courses you can take if you decide to take this route, which could end up being a lucrative and much-needed specialty.

This is a route a lot of agents take when they are just starting out, that usually leads to great success. You probably haven’t cold called since you started out, and this is a great skill to build up again.

It will not only sharpen your sales skills, but could generate a lot more business.

People with For Sale By Owners (FSBOs) and expired listings, are usually very motivated to sell. This is a great chance for you to really hone in on why they need to hire you. Do you offer innovative marketing plans? Access to a large sphere of influence? Expired listing clients are looking for ways to sell a property that seems impossible to move. With FSBOs, you need to show them how you can get them more money in their pocket, even

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with paying you a commission. Pursuing both will really engage your mind to think outside of the box, which will not only get you more business, but make you better at what you do.

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Partner up with a Relocation Company

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Become a Builder’s Realtor® of choice

This is another niche market that you can really capitalize on if you want to pursue a new specialty. But, it is a specialty, so getting educated on the process will help you generate the business you want. It’s a complicated area of real estate, you’ll often

times be helping to facilitate dual transactions, as you try and secure a property at the same time you are helping your relocation client sell their previous home. This specialty is becoming an in-demand skill in areas that have major corporate headquarters.

This can be a real score for any Realtor®.

The competition might be fierce to land a client like this, but there are numerous ways to make yourself stand out from the rest.

Gain certifications and become knowledgeable about the construction process. Be wellversed on what trendy materials, features, and finishes will add value to a property.

Get the builder on board with you by offering to take just a segment of the subdivision then wow them with your marketing skills.

Take on properties they haven’t been able to sell. You can even offer to throw an open

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Create a Website that Offers Real Value to Potential Clients

Perhaps the most useful way of getting contact information for people looking to sell is by adding a home valuation feature to your website. When people are first considering selling their home, finding out how much

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house for them. This is another way to show them the level of service they can expect from you. These clients might be harder to land, but the payoff will be enormous.

it is worth is one of the first questions they want answered. By becoming a resource to potential clients (and current clients!), you just might be the first person that comes to mind when they’re actually looking to sell.

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JULIE KOLB

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Top Agent Julie Kolb of Advance Realty services clients throughout Baltimore specializing in the revitalization of neighborhoods in East Baltimore and the Hopkins area.

In 2007, Julie Kolb developed an interest in real estate while purchasing a house. At the time, her loan officer was looking for an assistant, and Julie decided to explore the business. She quickly realized that she loved the industry, particularly the ways in which it complimented her energetic and upbeat personality. After a few years in loans, Julie decided to transition 8Copyright Top Agent Magazine

over to real estate, now equipped with a comprehensive understanding of the business. “My clients trust me not only to know the Baltimore area, but also the market,� she says.

Today, Julie is a Realtor for Advance Realty, where she has been servicing clients throughout Baltimore for over five Top Agent Magazine

years. In particular, she specializes in the revitalization of neighborhoods in East Baltimore and the Hopkins area.

When listing a property, Julie leans on her expertise in digital marketing. Starting Top Agent Magazine

out, she assists clients with preparing their houses, providing helpful insights on everything from staging to painting. Julie then utilizes Homesnap to craft advertising campaigns for the home and generate buzz over social media. Meanwhile, she Copyright Top Agent Magazine9

“I sell because I know the neighborhood,” Julie says.

“When I work with a client, I’m willing to see the bigger picture and realize the potential of their property.” also harnesses her extensive list of contacts in the area. “I sell because I know the neighborhood,” she says. “When I work with a client, I’m willing to see the bigger picture and realize the potential of their property.”

Julie also values the friendships forged between herself and her clients along the way. In fact, these relationships usually last well after closing. Julie is always happy to check back in and help her clients with Copyright Top Agent Magazine 10

decisions around their properties, making sure that they succeed in their new homes.

“I use my energy to drive my clients,” she says. “We all have the same goal.”

Taking this hands-on approach, Julie has won herself an outstanding reputation around Baltimore, with virtually all of her transactions coming from either repeat clients or referrals. “I have a pipeline reaching well into next year of properties that are coming onto the market,” she says.

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However, Julie cherishes her impact on Baltimore City above any other aspect of the business. “We’re turning these neighborhoods back into flourishing communities,” she says. “I love bettering our little spot in the world.”

Outside of her career, Julie strives to continue revitalizing her community and leaving a positive mark on society.

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Through the years, she has contributed to various local causes, such as back to school drives and Christmas fundraisers.

On top of that, she has taught classes at the community center. At home, Julie enjoys spending time with her twelve year old son and three dogs.

Back in 2007, Julie recognized her potential in the housing industry, seeing how Copyright Top Agent Magazine 11

it fit with her bright, outgoing personality. In time, though, she came to realize that real estate was more than a career; it was also a calling for her to revitalize the community she loves. When Julie

looks ahead to the future, she envisions the steady growth of both her business and her neighborhoods. “I can’t wait to watch my city grow and to be a part of that experience,” she says.

To learn more about Julie Kolb, call (443) 462-6726, email jkolb06@gmail.com or visit juliekolb.com www.

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Concierge Care: Services that Lure Clients and Transform Your Reputation It’s a no-brainer: customer service is central to success in the real estate industry. While properties may be the product, this industry really revolves around people and the relationships you cultivate along the way. With that in mind, how would you describe the service you provide? If solid service is the baseline, then to set yourself apart you must deliver service that’s exceptional. But, how? Returning calls and displaying a friendly face won’t necessarily separate you from the pack. If you really want to take your customer service to the next level and build a reputation for white-glove, concierge-level courtesy, then keep a few of the following tips in mind as you create a professional style that’s completely bespoke.

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Make your communications matter For many agents, communication during and after a transaction are perfunctory affairs, with one-sizefits-all newsletters or promotional postcards that feel mass-produced. To really grab the attention of your clientele, you’ll want to build a recognizable brand. To accomplish this, begin by adding value to your regular communications. Clients are likely to bypass your communications if they think your only intent is to sell them something. Focus instead on creating content that’s compelling and dishes out value to your clientele. Just like a favorite blog you revisit again and again for its quality content, con-

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sider your communications as an extension of your brand and identity. A few popular ideas from which clients can derive value include: local restaurant guides, tax tips for homeowners, reports on home values and the marketplace, or highlighting home décor and landscaping trends. Make your communications readable and useful, and your clients past and present will think twice before skipping past your name.

Showcase the lifestyle Clients remember when you go the extra mile, and that additional effort distinguishes run-of-the-mill agents from high-powered professionals. Whether listing or buying, consider a property’s lifestyle.

First, think about a client’s everyday experience.

Where’s the best breakfast spot nearby? How’s access to public transportation or bike paths? Which outdoor recreational opportunities exist in the area?

Where might your client swing by for coffee?

Neighborhood guides that outline the livability of a home and its area not only boost value and highlight potential, but they also demonstrate your ability to think outside the box and connect on a personal level. After all, a home isn’t just a house; a home is all about the daily experience that unfolds within and beyond those four walls. With that in mind, do your homework and make yourself a local expert.

Your clients will feel they’re in good hands and will better envision their future unfolding, all thanks to your thorough legwork.

Customize your approach to clients As an agent, it’s only natural that you build your own daily routines and practices that keep your business running. While it’s necessary to create positive habitats that streamline your workflow, it’s also important to remain adaptable. For instance, Millennial clients may prefer to chat by text, instant 14

message, or email, whereas older clientele may prefer face-to-face time or connecting by phone call.

Adapting your communication style is as simple as a brief discussion: ask your client how they prefer to communicate and adapt accordingly. While it may seem like a small matter, it provides clients with a sense of comfort and control. Again, the key here is communication. Talk with your clients about their preferred methodology. Maybe they prefer a marathon house-hunting trek on a weekend day, or perhaps they rather sift through listings online before making in-person visits to a narrowed list. It’s okay to encourage clients or fill them in on industry norms, but it’s important to create an experience that’s tailored to their style and personality.

Authentically seek feedback While it may feel uncomfortable, asking for feedback during and at the end of a transaction can dramatically improve your working style and professional blind-spots. It can also help you adapt your working style to better suit your respective clients.

Of course, it’s important to be open-minded and to quash the need to be defensive. Not all feedback will be useful, but you can incorporate the parts that are. This not only grows your skillset, but it also demonstrates to clients that you are open to constructive criticism and sincerely prioritize a job well done over personal praise. As a bonus, positive feedback can be parlayed into client testimonials, which are incredibly useful tools to boost your business on the whole.

It’s no secret that real estate is a busy, self-determined business. While your client care may feel all accounted for, there is always room to grow. Professionals at the top of their field know this and never stop building out their repertoire. If you want to take your business to the next level and create an imprint that’s synonymous with concierge care, then keep these ideas in mind as you build your relationships and your brand.

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LIZ BURROW Top Agent Magazine

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LIZ BURROW

Specializing in Frederick County, MD and Lake Linganore, Liz works as an individual agent with her executive assistant at Keller Williams Realty Centre and has received the coveted Sales Associate of the Year Award as the top agent for the past 5 years in a row.

After living in South Africa, England, Switzerland and then the U.S., Liz Burrow has a firsthand understanding of moving and all it entails. She began her professional career as a computer programmer then business analyst for a large international company.

After returning from Switzerland, she and her husband started their family and with children to care for, rather than returning to the corporate world, she pursued her own business marketing educational toys. In 2001, their family moved and settled in Lake Linganore, Maryland. Having always been interested in real estate, Liz began the licensing process in order to again run her own business.

Although she got started in 2005, right as the market was taking a downturn, this added challenge helped her develop a strong work ethic and increased her skillset. “Following my Broker’s guidance, I looked for the most successful people in my area and 16

followed in their footsteps.” This led her to where she is today at Keller Williams Realty Centre, with more than half of her business consisting of repeat clients and referrals. She is the #9 agent for production in all of Frederick County, and is in the Top 50 countrywide for Keller Williams (out of 175,000 agents). She serves all of Frederick County, and specializes in Lake Linganore.

“Clients depend on my advice, so being very knowledgeable is imperative,” she says. Not only has Liz helped many clients buy or sell in the area, she herself has invested in rental properties within Frederick County. “I have a thorough knowledge of this region and can offer in-depth information.”

Liz partnered with builder C.E. Rensberger & Family in 2012, working closely with them to grow a successful custom home building company where she assists lot owners in selling their land and Copyright Top Agent Magazine

clients in designing and building custom homes. Whether she’s helping traditional home buyers and sellers, or those looking to create their own unique properties, she understands the importance of every transaction. “Buying or selling a home is very personal and can sometimes become complicated. My aim is to be the voice of reason and to keep everyone moving forward towards their goal of settling on their property,” she says. By communicating throughout the process and guiding them at every step, Liz ensures no question is left unanswered and every client is able to make educated decisions.

Liz has been able to build her business on referrals because of the reviews past clients publish that help draw new ones. One recently said, “Upon speaking with Liz for the first time, we knew we could trust her with selling our home and in our search for a new home to better fit our family’s needs. She exudes professionalism, her years of experience and real estate knowledge is evident, and her integrity was especially appreciated.”

When Liz isn’t working, she’s staying active in the community. She writes the real estate article for a local magazine which sends out over 4,600 copies each month to those living in the area. Liz also works closely with her HOA, sponsors events, and hosts client appreciation parties throughout the year.

As Liz looks ahead, she hopes to continue growing the custom home building business as well as maintaining the same great service she’s always provided to every client.

“I truly love what I do, and feel incredibly fortunate to be able to help so many people achieve their real estate goals while doing something that I enjoy so much.”

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For more information about Liz Burrow, please call 301-788-6076 or email lakehomesbyliz@comcast.net Copyright Top Agent Magazine 17

There Goes the Neighborhood:

How to List High When Neighbors are a Nuisance Troublesome neighbors are a relatively common issue that agents come across. You can control the image of your client’s property and you can control your listing presentation, but you can’t always control what’s happening on your client’s street. How do you diffuse difficult neighbors that could lower your bottom line or embarrass you in front of prospective buyers?

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First of all, it takes tact and a gameplan. With that in mind, let’s consider a few ways you can maintain a listing’s viability and competitive edge—even when bothersome neighbors are involved. Here are a few common neighborly scenarios agents encounter and how to diffuse them to your advantage.

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How do you diffuse difficult neighbors that could lower your bottom line or embarrass you in front of prospective buyers? It takes tact and a gameplan.

as a courtesy introduction to the neighborhood.

While it may seem like needless busy work, it can dramatically improve prospective buyers’ perceptions of the area. Plus, you may positively ingratiate yourself with neighbors in the area and demonstrate your above-and-beyond service to your clientele in the process.

Is the neighbor’s landscaping an eyesore?

Here’s your recourse.

Most towns and cities have established ordinances regarding yard upkeep. If any of the properties adjacent to your listing are wildly overgrown, littered with junk, or otherwise in a state of obvious disrepair—take it up with the city. Rather than get directly involved at first glance, you might loop in city officials whose job it is to monitor clean-up efforts on rundown yards and properties. If this doesn’t work, you may have to take a more hands-on approach.

Start by thinking small and operating from a place of authenticity and neighborly service.

You might explain to the neighboring tenant that you’re listing and offer to mow their lawn Top Agent Magazine

Are there foreclosed or abandoned homes on your client’s block?

Do your homework.

It may take a little research and digging to figure out the banking entity that owns a foreclosed home, but it’s well worth the effort. Banks are typically required to maintain foreclosed homes on at least a basic level. If you’re worried about

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squatters, an unsightly façade, or general disrepair of a neighboring foreclosed property—go to the source. Sometimes banks take their time in hiring a third party to maintain a foreclosed property, but with some proactive prodding on your part, you may be able to speed the process along and resolve eyesores even before prospective buyers come calling. Remember: the squeaky wheel gets the grease. An improved bottom line will be your reward for those few prodding phone calls and emails.

Noisy, nosy, or annoying neighbors?

Don’t be discouraged.

Obnoxious neighbors can really rain on a seller’s parade, especially the kind of neighbor 20

that takes their less-than-stellar behavior to their porch, front yard, or sidewalk. While this sensitive issue may seem daunting, there are a few official channels you can utilize to thwart the issue before getting personally involved. If the neighborhood in question is governed by an HOA, you might take it up with them. If the troublesome neighbor is harassing passersby or taking to the sidewalk—in other words, public space—then you may be able to involve local authorities in worst-case scenarios. Of course, it’s always possible to talk to troublesome neighbors faceto-face, but do so with caution and with safety as the priority. Always reason gently and empathetically, utilizing I... phrasing, instead of accusatory You... phrasing. After all, some neighbors are clueless about their impact on the neighborhood and may adjust their behavior after being called out. If the issue persists and no third-party authority can help, then you may have to disclose the neighbor’s issues to prospective buyers, depending on the disclosure laws in your region. While this may seem like a blow, you can at least rest easy knowing you pursued all the potential avenues for resolution available. Likewise, your client will likely appreciate your thorough efforts to resolve the issue.

While troublesome neighborhoods can bring down an optimistic mood when listing a property, sometimes being real estate is all about being resourceful. With diligence, digging, and a little follow-up, you just may be able to resolve some of the issues plaguing your neighborly plot.

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PAM BATSTONE Top Agent Magazine

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PAM BATSTONE Pam Batstone got into real estate after her retirement because, after a life as exciting and eventful as hers, she just couldn’t sit still. And she needed to keep doing what is at the very core of her being: helping people.

“Whether they’re first time home buyers or moving to a 55+ community, I just enjoy helping people,” she says.

“If I can be there for someone in a way that’s positive for them, that’s positive for me.”

Pam’s incredible life story defies easy summation. As a cheerleader for the Washington Redskins she cheered in Super Bowl XVII, and she was one of the original eight founders of the Washington Redskins Cheerleader Alumni Association, the largest in the NFL. After that she pivoted to public service, working for a decade on Capitol Hill as a staffer on the Senate Judiciary Committee. Having done a decade in government she turned her attention to the private sector, and was the corporate treasurer for a multimillion dollar company.

When that company sold, she retired… but only briefly.

In 2003 she got her real estate license.

Today she has an office in Annapolis, serving clients across Maryland. She also recently was licensed in Florida, and has an office in West Palm Beach. As a certified Senior Real Estate Specialist this allows her flexibility in serving her clients as they head into retirement.

and chair of Board Development. She assisted with the hospital in acquiring the certification for open heart surgery. The next step is bringing those two together and raising an additional $7.5 million to get the cardiac surgery program up and running and serving the local population.

When not working or volunteering, Pam releases her stress on the tennis court. “I started playing when I was 40 and I just love tennis,” she says. “My son, Brad, is a tennis pro in Florida, and when I go there to visit my West Palm Beach office I enjoy playing with him and improving my game.”

Pam has known incredible success in all aspects of her life, and she’s not slowing down anytime soon. While the real estate industry has changed, she believes her role is more important than ever. “Today many clients go online to access real estate listing information to begin their search,” she says. “But a real estate transaction isn’t as easy as it seems. It’s always better to bring us in early to negotiate the contract, help with inspections, addenda and guide the client through settlement.

What we do is extremely important. Clients truly need an agent who has the dedication and experience to advise them throughout the process.”

Pam’s business has grown exponentially since 2003, with an impressive 34% increase in business from 2018 to 2019, doing over $16 million in volume. Pam attributes this jump largely to her terrific client relationships. Over 70% of Pam’s business is repeat and referral, and that’s because her clients understand that her deft negotiating skills and her deep knowledge of real estate help make their transactions seamless. .

Helping people drives Pam, and she’s involved in numerous charities. As a board member of Anne Arundel Medical Center Foundation (now under Luminis Health), Pam spearheads fundraising. She also serves as co-chair of the Heart and Vascular Council 22

To find out more about Pam Batstone, visit pambatstone.com, call (301) 873-9111 or email her at pbatstone@aol.com www.

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Creative Ways to Say Thank You

Most top real estate agents find ways to welcome their clients to their new home. A common theme is a bottle of wine and some wine glasses for that first post-threshold toast, or a bouquet of flowers to brighten up that empty living space until the furniture arrives.

But are you truly being as creative as you can with your appreciation? Here are some innovative gift ideas that will truly keep you front of mind with your valued customers and assure their gratitude and repeat business, not to mention a slew of referrals.

1. How about a streaming video device, like a Roku

or Amazon Fire Stick? There’s a good chance your clients will not have their cable service up and running for a few days, and this is an excellent way for them to enjoy their television before they get that connection going. Bundle it up in a basket with some DVD’s for the kids, and don’t forget all necessary cables.

2. Matching bathrobes and Bath kits: Fleece or ter-

rycloth bathrobes and a basket filled with highend his and her body scrubs, bubble bath and other luxurious pampering items can make the first night in a new home feel like a check-in at a fabulous resort and make the memory of that first night one to cherish. Again, don’t forget the kids!

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3. Arrange a catered meal from a local vendor. As-

certain in advance dietary preferences and restrictions, and have a wonderful, healthy meal delivered on move-in night. To complete the magic, provide brand new plates, silverware and glassware to serve it all on.

4. For homes with swimming pools or Jacuzzis, a

stack of fluffy pool towels is always appreciated and will be used by family and friends for years to come. Additionally, acrylic stemware for celebrating safely can be provided alongside them.

5. If it’s winter time and the home has a fireplace, make sure there’s plenty of wood to burn. Some fireplace accessories and a log holder will certainly make your clients appreciate you on every chilly night to come.

So when it comes to gifting your buyers, the trick is to be creative. A bottle of wine lasts one night, and the flowers wilt in a few days. Try coming up with something a little more creative that will remain with your clients in their day-to-day lives and remind them of you consistently. The little bit extra you spend to show your gratitude can reap huge dividends when it comes time for your client to purchase a second home or refer a friend.

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