7 minute read
BUSINESS GROWTH HACK
Business Growth Hack: Absorb Your Clients’ Stress!
Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth. You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up
your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.
Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.
Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR ® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family. And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.
Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.
Listen – really listen – with patience
Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.
Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know
Empathize
Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and
sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.
Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted. Instead, they know trust must be earned and nurtured over time.
mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”
Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.
Roll up your sleeves
“You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help. When clients feel cared for, they remember the agents and partners who helped them.
JOSH HENNESY
Josh Hennesy works with MegaStar Financial serving Minneapolis and St. Paul metro areas offering programs at every level, from first time home buyers to down payment assistance programs.
For Josh Hennesy, the mortgage industry provided the ideal way to utilize his business savvy and people skills. He entered the industry in 2002, after encouragement from his step-father who is also in the industry. “He walked me through how it worked, and the next day I was leaving my job at General Electric where I sold raw material plastic, and getting started in mortgages,” Josh says. Today he works with MegaStar Financial serving Minneapolis and St. Paul metro areas.
MegaStar has relationships with multiple lenders and services a large percentage
of the loans they originate, so they are able to offer a wide variety of products. “I’d say we don’t specialize in any particular area, we offer programs at every level, anything from first time home buyers to move-up buyers and down payment assistance programs.” The vast majority of Josh’s business derives from referrals, a testament to his dedication to providing superior customer service.
“It’s my communication, quick response time, knowledge and experience that keeps people coming back,” Josh explains.
Josh’s goal is to make each transaction as stress-free as possible, which he does by staying ahead of any potential problems and constantly keeping in touch. “In the mortgage business, you need to be focused every day. Every borrower and agent is different.”
“In the mortgage business, you need to be focused every day. Every borrower and agent is different.” Josh’s goal is to make each transaction as stress-free as possible, which he does by staying ahead of any potential problems and constantly keeping in touch. Clients are guided throughout the transaction, and real estate agents are kept updated on every step. After the transaction, he continues to contact them, making sure he is always maintaining those relationships. “I reach out to my agents and clients on birthdays, anniversaries, and any other special occasions. Social media reveals so many great things about people, so I can often see what major events are happening in their lives. The majority of my past clients and referral partners become my friends.”
Clients love to spread the word about his work as well. One recently said, “I’ve worked with mortgage lenders in every
possible scenario as a real estate attorney. Fair to say I’ve seen them at their best and worst. When I moved to MN from CA, I ran into some new terminology, different industry practices, plus other little differences that were difficult to keep up with during a long-distance
transaction and while I was in the midst of a brutal case. Josh was professional, competent, and I learned I could trust his judgment and ability. He managed several hang-ups that come with an interstate transaction with straightforward or creative problem solving as needed. He
was comfortable taking the lead or collaborating and was seamless in his operation.”
When Josh isn’t working, he’s giving back to the community through the Minnetonka Boys Basketball Association or spending time with family. He also loves playing golf during any free time.
As Josh looks ahead, he hopes to help MegaStar Financial grow as a brand. “I want to eventually help add additional branches to the east and south. I’m excited for what the future holds in this industry. To me, there’s no better feeling than helping someone accomplish the goal of owning a home.”
For more information about Josh Hennesy, please call 612-716-1187, email josh@megastarfinancial.com
