18 minute read
6 WAYS TO GET YOUR
6 Ways to Get Your Client to Trust You
The word “REALTOR®” can leave a sour taste in some people’s mouths. Many of today’s home buyers and sellers grew up during the 2009 recession. They are wary of anything or anyone who comes off as too salesy, and they want to work with individuals who they can trust. But how do you prove to someone you’ve likely never met that you can be trusted?
1Put Testimonials or Case Studies on Your Website
Testimonials and case studies are social proof that you have both the experience and the skills to do the job your clients are hiring you for. People often leave testimonials when they are either incredibly disappointed or extremely happy with the service they were provided, so they’re a good indication to prospective clients of the treatment they’ll receive.
Case studies, which you can post on your blog or website, have much of the same effect, but even more than testimonials, case studies demonstrate your real estate and finance expertise because they explain how you achieved a specific set of results.
2Be Responsive and Accessible
Can your clients reach you easily? That doesn’t mean you need to be available 24/7, but you should respond to your clients within a few hours of receiving their message. When agents don’t respond to their clients’ calls or emails for days on end or fail to provide them with a direct line of contact, their clients’ experience can quickly become frustrating.
Agents are busy but so are their clients. If you constantly show up late to or reschedule meetings, your clients won’t feel like their time is respected or their business is valued. Make sure you set a realistic schedule for yourself rather than spreading yourself too thin.
3Be Honest and Transparent
Sometimes you don’t have the answer to a client’s question. Be honest about your strengths, weaknesses, and the limits of your knowledge. A good response might be, “I don’t know, but I can find out.” Be transparent with your clients, and they’ll respect you for it. You should always act in their best interest. When something goes wrong, own up to your mistakes. Don’t hide bad news from your clients. Be upfront and responsive.
4Go the Extra Mile
If you do the bare minimum, that’s what your clients will remember. Their experience won’t be memorable, and they won’t gush about you in online testimonials or in real life to people they know who could use your services. It’s that simple.
5Put Yourself in Your Client’s Shoes
Clients understand that you need to earn money, but that doesn’t mean they want to feel like they’re just a dollar sign to you. Be empathetic to your client’s concerns, even if you’ve heard it all before. Your clients should know that you are there for them.
6Be Consistent
Being responsive, friendly, and knowledgeable shouldn’t be an act. If you “turn on” your personality for clients and then suddenly become a different person when they leave the room, it’s likely that the cracks in your mask will eventually become apparent.
But “faking it till you make it” is so common it’s become a cliché. When we are starting out, we don’t always have the systems or resources in place to create a smooth client journey, from onboarding to closing, so instead we constantly try to reinvent the wheel. Give yourself time to pause, slow down, and reevaluate your workflow. Creating systems creates consistency, and those systems can and should be constantly updated.
Developing trust between you and your clients will take time, but doing these things can give you a running start.
RUTH BRUNO
Ruth Bruno officially began her real estate career 2 years ago, but her background in the business goes back further than that. “I’ve always loved real estate,” Ruth says, “and I’ve been doing it since before I even got my license, buying and selling homes with my family. I come from a very large family, and about half of us are in real estate.” After spending 15 years working in the corporate world doing market research, marketing, and product development for Fortune 500 companies, Ruth decided it was time for a change. Real estate was the natural fit. “I really love it,” she says. “I’ve been fortunate to have helped 7 first-time homebuyers and 7 sellers list their home so far this year, and it’s so exciting.”
As an agent with Regency Real Estate Brokers in Mission Viejo, Ruth serves the Orange County, California area. Ruth couldn’t be happier with the team at Regency. “I decided to work with Regency because I wanted a collaborative, family-like atmosphere of people helping people,” she says. “Having the team, my background, and my work ethic has helped me succeed and do as well as I have in 2 short years of having a license.”
Ruth’s caring attitude toward her clients sets her apart. “I really love meeting new people and
hearing their story,” she says. Her tenacious work ethic also helps her take care of her clients. “I don’t want to put any stress on anyone, I want everything to go smoothly. I’m very meticulous. I say what I’m going to do, and I do it. I don’t back down on my word.” That honesty and integrity factors into the exceptional service she provides for her clients.
When it comes to marketing her listings, Ruth’s network of connections in the community and among her team allows her to ensure maximum exposure. With her background in Marketing & Market Research she utilizes those skills and technology to stand apart.
Having grown up in the area, community involvement is important to Ruth. For 10 years she has volunteered with Helping Hand Worldwide, which operates a mobile food pantry for seniors. She is also involved in CERT, the Community Emergency Response Team in the city of Irvine. Also, recently, Ruth has been helping as a crossing guard at a local school. When she is not working or giving back, Ruth enjoys playing sports, especially beach volleyball. She also loves going to the beach, riding her bike, and spending time with family and friends.
In the future, Ruth plans to continue growing her business, as well as learning more and bettering her skills so she can continue to educate herself and her clients. “It’s always my pleasure and my honor to help people,” she says. “I love the excitement I get from my clients in the end when they’re super happy and they can relax. It warms my heart to be able to help them.” To find out more about Ruth Bruno, please call 949-415-8344, email ruth@ruthbrunorealestate.com, or visit www.ruthbrunorealestate.com
MARYANN ERNST
Top Agent Maryann Ernst – of Compass in Burlingame, California – is a consummate professional with well over a decade of real estate industry experience under her belt. Honest, hardworking and empathetic to her clients’ needs, Maryann has developed a muchearned reputation as a trusted real estate advocate for her many grateful buyers and sellers in San Mateo County. Having built her business on a basis of integrity and deep industry knowledge, there are few better Realtors currently working in her thriving market.
Maryann began her lucrative journey in real estate at the age of twenty-three. “My Mother and my Grandmother were both in the industry,” recalls Maryann. “I was planning on attending law school, and my Mother suggested I come work for her and split commissions so I could pay for my education. I did that for a few months before school was to begin, and I ended up liking it so much I only attended law school for one week before I decided to withdraw and commit myself to real estate full time.” A year later she officially obtained her license and she hasn’t looked back since.
Between then and now, Maryann has built an impressive business due to the exceptional customer service
she provides every client, regardless of price point. “Every one of them receives the same luxury service,” she says. This egalitarian approach has translated into a business that is based significantly upon repeat customers, referrals and positive word of mouth. “I believe it’s because I approach this job with truth and honesty,” says Maryann, when asked how she has inspired so much loyalty amongst those she works with. “I don’t take on every client, I have a process that includes an initial interview to make sure we’re a good fit for each other. This is a very personal business, and they’re trusting you to help them with what is arguably the largest sale or purchase they will ever make.”
There are many other factors that have contributed mightily to Maryann’s success story, and chief among them would be her expert negotiation skills coupled with her leave-nostone-unturned approach to marketing strategies, both of which combine to create quick sales for top dollar, not to mention happy – and returning and referring – customers.
Maryann, who credits much of her success to her equally dedicated and hardworking support team, also tries to maintain a healthy work/life balance, and when she’s not helping her many clients, she enjoys spending time with her two sons. The three recently started to practice Brazilian Jujitsu together, in addition to indoor go-kart racing. Maryann is a fitness buff who can also be found frequently driving her custom track tuned M3 at local race tracks like Laguna Seca and Sonoma Speedway. She is also an avid philanthropist who currently serves as Vice President of her children’s Women’s Board, and also supports multiple local charities.
Maryann’s plans for the future are fairly straightforward: to continue building her already impressive business, and to grow her team to further support that increase. Above all, however, remains her primary objective: to continue providing her buyers and sellers with the unparalleled customer service that has become her calling card. For more information about Maryann Ernst please call 415-361-9921 or email Maryann@MaryannErnst.com
STEPHANIE HINER
Stephanie Hiner began her real estate career coming from a background in lending. “I always wanted to get into real estate,” she recalls, “so when I was pregnant with my daughter, I decided to pursue my dreams of getting my license.” After being licensed for a few years and doing real estate part-time, Stephanie jumped into it full-time at the beginning of this year and hasn’t looked back. Her clients value her exceptional work ethic, personal attention and passion for helping them achieve their real estate goals.
Born and raised in the area, Stephanie serves northern Virginia and the surrounding region. She works within a one-hour radius from Fredericksburg, including King George, Culpeper, Orange, and Richmond. Repeat and referral clients already make up a significant portion of her business, and it’s easy to see why people keep coming back to work with Stephanie. “I work 7 days a week and I do this full-time, so I am fully available to clients,” she explains. “I am also passionate for what I do, and my dedication to clients and working in their best interests really shows. To me it’s not just a job, it’s a passion and a love that I have for helping other people.”
To that end, Stephanie makes sure to stay in contact with all her clients. Through occasional pop-bys, client appreciation events, as well as texting and calling, Stephanie is always sure to reach out and check on the people she works with to see how they’re doing.
When it comes to marketing her listings, Stephanie makes full use of all the available
resources. She always has professional photographs taken, and she is ramping up her use of video and 3D tours in this new real estate climate. “I also do a lot of pre-marketing on my listings, and we market them heavily through our company,” Stephanie says. That is in addition to pushing social media ads, as well as more traditional methods like flyers and postcards. The results speak for themselves: this year Stephanie is on track to reach about $16 million in volume.
Outside of real estate, Stephanie is highly involved with her three kids’ elementary and middle schools. She enjoys being out by the pool, hanging out outdoors with her kids and husband, getting away to a nearby lake, and in general anything outdoors.
In the future, Stephanie plans to bring on and start a team and grow her business even more. “I would also like to be more active in the community and further my education within the industry,” she says. Above all, Stephanie says she wants to continue providing her clients the best service possible. “What I love about real estate is that it’s different every day. Every transaction is different and every client’s situation, needs, wants, and desires are different. This makes it interesting every day.”
Stephanie emphasizes her commitment to serving her community and clients. “I was born and raised in the area, and I’m dedicated to all my clients. I’m a very positive person, and helping others is my passion. It’s what I love doing.”
To find out more about Stephanie Hiner, please call (540) 621-9355, email Shiner@coldwellbankerelite.com, or visit www.stephaniehinerrealtor.com
LINDSAY KRONK
After living in Chicago for two years and working as an account manager at a logistics firm, Lindsay Kronk knew that it was time to make a change. “I was always interested in real estate, and my dad was a general contractor when I was growing up,” Lindsay explains, “So I asked myself, ‘what can I do to put all my skills, interests and my marketing degree to work?’” Soon after, Lindsay got her real estate license and received job offers from four agents she shadowed. “I decided to join a husband and wife team as their assistant and learned by doing very quickly,” she explains. After a year of soaking up as much information and experience as she could, she went out on her own and quickly became a top agent in Chicago. After over 4 years of success working in the Chicago neighborhoods, Lindsay returned back to her hometown of Cleveland, bringing her big city experience with her. She hit the ground running fast and in her first two years received many accolades with Howard Hanna. Her business was booming to the point she was ready to expand, and in December of 2019, she formed The Elle Kaye Group of Howard Hanna adding two teammates: a licensed agent who is also their marketing manager and a transaction coordinator.
Lindsay loves being back in Cleveland, and she says, “Having that big city experience is super important.” She is used to having a “hustle mentality,” which she believes sets her apart from other local agents. “Our communication is very quick and effective and we pride ourselves on educating our clients
creating friendships along the way,” Lindsay says. Additionally, Lindsay and her team always put great effort into their marketing strategies through social media, open houses, email blasts, and more. Overall, Lindsay says, “The passion for my career comes out and people can tell that we’re authentic and real, and we’re not here just to make money.”
This has resulted in many happy clients, as well as a high rate of referrals and repeats. As one former client shared about Lindsay’s services, she is “Really easy and enjoyable to work with. Very responsive, attentive, and reliable. Hard worker and will always be there for you. Very pleased and would recommend, especially for a first time home buyer like myself who literally knew nothing about the home buying process. Made me feel very comfortable. Highly recommended!!!”
Because Lindsay is originally from Cleveland, she loves getting involved with the community. She says that it is a “very diverse, culturally affluent, happening, progressive city,” and she enjoys seeing it flourish as time goes on. Lindsay volunteers with Ohio City Incorporated as a youth volleyball and basketball coach, and she says, “As a team, our goal for 2021 is to partner with a couple of charities and focus more on philanthropy.” In her free time, Lindsay enjoys traveling to new places, bringing her dog to the park with her fiancé, spending time with friends, and enjoying the beautiful outdoor areas in and around Cleveland.
Regarding her plans for the near future, Lindsay says she wants to “grow the team by at least two licensed agents and one more transaction coordinator.” She would also like to get involved with coaching and mentoring younger agents, and overall, her goal is to change the connotation about real estate agents, showing that The Elle Kaye Group is in their corner as professional consultants and trustworthy friends. Lindsay says her favorite part about real estate is helping people, as it is “just such a rewarding feeling,” and she is sure to continue making a real impact on the Cleveland community as her business expands. For more about Lindsay Kronk, email lindsaykronk@howardhanna.com, call 216.536.2446, visit ellekayegroup.com or @ellekayegroup for Instagram & facebook
LINDSAY KYLE
Lindsay Kyle began her professional career as a Landman in the oil and gas industry. “As the business slowed, I discussed with my husband the idea of going into real estate,” she recalls. “It seemed like a logical transition for me.” After obtaining her license in 2013, Lindsay kept her landman job while getting her business up to speed. A year later, she moved into real estate full time.
In 2018, Lindsay created Lindsay Kyle Realty with Luxury Real Estate, serving Edmond, Oklahoma and its environs. She is the exclusive listing agent for the Twin Bridges Village community and currently has many homes and lots available for sale within the community. With a sales volume on track this year to reach $8.5 M, Lindsay reports that her business is 25% repeat and referral clientele. “My clients tell me I’m authentic and down to earth,” she says. “Many become good friends, which says a lot.” It’s not surprising that Lindsay receives stellar reviews for her esteemed work ethic. Clients Tommy and Nikki Larson recently wrote: “Lindsay was so patient and went above and beyond to help us find our first home. She is always willing to meet you at all hours, deal with your crazy texts and questions, and sent multiple homes that met our criteria. I have
known her since middle school, and she is honest and trustworthy. Don’t feel like getting schmoozed, let her find where you want to call HOME!”
Lindsay believes in using the personal touch when reaching out to her clients. “I will either check in with a phone call or a text message to see how they’re doing,” she notes. “I also send out Christmas cards that feature my family on the cover. They like to see that.” To market her listings, Lindsay relies on social media as well as her website. “I am known for holding open houses at off hours, on Mondays and Thursdays, which bring in lots of people,” she says.
Lindsay enjoys working with her clients and forming genuine relationships. She has helped people find their first home and others find the last home they will purchase. “It’s especially rewarding to find clients their forever dream homes,” she says.
Lindsay believes strongly in giving back to the community. “Right now, I’m involved with my children’s schools,” she explains. “Our school district is listed as Title A, for lower income families, so I’m happy to be able to donate to those families in need.” She’s also active in her church.
When not working, Lindsay enjoys spending time with her husband, Nathan, and two sons, Carter and Axle. In addition, she loves to host get-togethers at her home. “Did I say I love people?” she laughs. Her hobbies include reading, spending time with her family and friends, and going to the lake.
Moving forward, Lindsay sees herself remaining where she is for at least three years. “I’m on track to getting my broker’s license and eventually want to open my own brokerage,” she says. “It’s my goal to bring in and train new agents, mentoring them into their own successful careers.”
To learn more about Lindsay Kyle, email her at lindsaykylerealty@gmail.com, or visit www.lindsaykylerealty.com, or call (405) 471-1530
