THINGS YOU CAN

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.

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

GET TO KNOW YOUR CLIENTS ON A PERSONAL LEVEL

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

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 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.

MICHELE CUMMINS

Michele Cummins began her career as an actress. After moving to the Fraser Valley with her husband, she found herself struggling to balance her craft with her financial aspirations. Through a chance connection, though, she had an opportunity to train in the real estate industry. “I realized that I had two life passions,” Michele says with a laugh. “In real estate, no two days are alike. I really enjoy the journey behind each transaction.”

Today, Michele is the Lead of the Cummins Real Estate Group at RE/MAX Little Oak Realty where she services clients throughout the Fraser Valley. Alongside her extensive network of cleaners, stagers, landscapers, mortgage brokers and more, she has organized a collaborative workflow to meet the needs of any client. “My partners and I have built a great deal of trust over the years,” she says. “We work together as a group to add as much value to a transaction as possible.” open communication, she provides a personal touch to uncover the right home for a client’s needs. Moreover, she remains in contact with her buyers well after closing, celebrating their purchase through client appreciation parties and keeping them apprised of the market with neighborhood market updates and continuing professional insight.

Ranked in the Top 1% of Canadian Realtors, Michele has developed an outstanding reputation in all of Western Canada, from Vancouver Island to Manitoba, as evidenced by her strong rate of repeat clients and referrals. “Everything in real estate comes down to forging strong relationships,” she says. “If you have a great experience with an agent, you’re likely going to use that agent again. That’s why I’m fully committed to getting my clients the best possible results—no matter what.”

When listing a property, Michele prefers a diverse strategy. After providing professional staging, photography and videography, floor plans and 3D virtual experiences, she will market a home through a variety of techniques—ranging from targeted social media campaigns to print advertisements, open houses and Realtor events. Elsewhere, Michele, co-host of an exclusive 107.1 FM Top Agent radio show, grants her clients even more reach through on air mentions. A Certified Luxury Marketing Specialist, she also offers an elite touch to every property. “I’m determined to bring a luxury marketing experience to all my listings,” she says. “Above all, my job is to help my clients create that special emotional connection with a potential buyer.”

Michele takes an equally comprehensive approach when assisting her buyers. Through compassion and Outside of her career, Michele remains active in her community, contributing part of her commissions to the Children’s Miracle Network and giving valuations by matched donations to the local Union Gospel Mission. In addition, Michele enjoys supporting the local 4-H program and Missions car racing club. As a Certified Mentor at RE/MAX, Michele also trains emerging agents, helping them find a foothold in the industry.

Looking at the future, Michele intends on growing her business while adding to the workflow that has garnered her so much acclaim around the Fraser Valley. “I’m focused on maintaining my standards of service. If I continue adapting to changes in the market and doing right by my clients, I have no doubt that the future will be bright and successful. Building a great reputation is key!”

To learn more about Michele Cummins, please call (778) 885-4659, visit www.michelecummins.ca or email mcummins@remax.net or cumminsrealestategroup@gmail.com. You can listen to Michele’s Real Estate radio show uploaded as a podcast on Spotify, Apple iTunes or wherever you get your podcasts, or follow her Youtube channel: Michele Cummins - PREC and watch them there!

ASHLEY DAILEY

After working in public schools for a few years after college, Ashley Dailey decided to give real estate a try when her brother, a homebuilder, suggested she would be good at it. Ashley sold new homes with Capital Homes, then was recruited by Home Creations, the #1 builder in Oklahoma, working as their sales manager. In 2015, Ashley decided to go out on her own and get her real estate license. She takes pride in serving her community, helping people achieve the dream of homeownership. “I do business with people I know and care about,” Ashley says. “That’s how I’ve always run my business.”

Ashley serves the greater Tulsa area, as well as the surrounding rural areas of northeast Oklahoma. About 70% of her business comes from repeat and referral clients. “Most of my referrals are from friends, family, and past clients,” Ashley explains. “I keep building my sphere and meeting new people by being involved in my community.”

Clients appreciate that Ashley is down to earth and able to help them overcome any obstacles that may stand in the way of their owning a home. “We’re in a community where a lot of people don’t believe they can ever buy a home,” she says, “so I take it upon myself to instill hope in people.” She helps her Native American clients find funding through tribes to help with their down payment, and when people do not have the credit that they need, she has a lender who can work with them to build or repair their credit. “I’m a problem solver, and word gets around that I will find the resources and I will help you. I really cater to my people and make them feel comfortable throughout the entire process.”

When she markets her listings, Ashley always makes sure to help her clients “put their best foot forward” in presenting a home to the world. She works with a media company to do 3D virtual walkthroughs on every property, as well as video, drone shots, and high definition photos. She also offers free professional staging to all her clients, as well as free digital media.

Ashley’s involvement in her community extends beyond real estate. She donates to the Oklahoma CASA Association to help abused children, and she volunteers with Matriarch, a Native American women’s empowerment group where she teaches a class about homeownership and financial freedom. Ashley and her husband, who is Osage, also help out with local Pow Wows, and Ashley has been a speaker at the Native American Sobriety Conference.

Ashley is also excited that she will serving as an Oklahoma Region Keller Williams Realty International Social Equity Ambassador. Their vision is to “collaborate with a passionate group of leaders who would like a voice in creating recommendations on how to eliminate any racial disparity within our company or industry and how we can lead the way in communities where we live and work.” Ashley was selected because of her “passion and leadership.”

When she is not working or giving back, Ashley loves to go on road trips with her husband and their dog, go cycling, and spend time outside enjoying the natural beauty in their area.

In the future, Ashley plans to continue growing her business in a way that will be beneficial to her clients. “I’m focusing on hiring the right team members and expanding in my area,” she says, and she would like to eventually open an office outside of Tulsa to better service her rural clients. “I’ve lived in this area my whole life and I love it here,” Ashley says. “Home means more now than it ever has, and I love helping people achieve financial independence when they thought they would never be able to own a home. It’s so empowering to people, and I feel like I’m making the world a better place.”

To find out more about Ashley Dailey, please call 918-760-1487, email acrawford@kw.com, or visit www.daileypropertiesok.com