THINGS YOU CAN DO TO

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.

KRISTIN GENNETTI

For Kristin Gennetti, real estate was the perfect way to combine her people-loving personality with her passion for homes. She got her start in 2005, after working as an occupational therapist. Once she had her daughter in 2013, she decided to go full-time in real estate, and hasn’t looked back since. “Since then I’ve been growing my business, and then partnered with Century 21 North East in 2018 to open an office in Malden, Massachusetts, where I grew up,” she explains. Her team is called The Kristin Gennetti Group, and they have built their business largely off of referrals from past clients and Kristin’s wide sphere of influence. Serving the greater Boston area, specifically around Malden, they continue to exceed expectations, with Kristin recognized as the #1 Malden Realtor for 2019 and 2020.

“My clients keep coming back to me because I am really in tune with what's going on in the market, and provide a white glove style of service," she explains. "I'm also very detail oriented and I think my clients really appreciate that.” Kristin is self-motivated and goes above and beyond for her clients. “I don’t leave any stone unturned, I’ll be there from start to finish.” Her clients love that she is so well-connected and intertwined with everything going on in Malden. She recently started a group in Malden as a way for local leaders in the business community to connect with each other. “We’ve been doing the meetings virtually since April because of the pandemic, but it’s really evolved. I initially thought of it more as a support group but it’s turned into a lot more than that,” she says.

With a full-time social media and marketing coordinator on staff, Kristin’s clients rest assured their properties are advertised as much as possible. “We utilize Instagram/Facebook ads, send out mailers, offer professional photos, virtual staging, regular staging, we really have a whole gamut of marketing efforts. My staff coordinates and makes sure that we’re giving our sellers optimal marketing and prospective buyers are seeing their houses in the best light and in a variety of mediums.”

After the transaction, buyers and sellers don’t hesitate to leave glowing reviews about their time together. One recently said, “Kristin is not only our agent, but a long time good friend. Her professionalism and general interest in assuring we were satisfied with the sale of our house and finding our new perfect forever home was amazing! She is honest, very responsive and hands-on. Her entire staff was great!! With all the COVID restrictions and needing to have your agent with you for open houses, she was always ready and willing to go to any open house with us. It was great to work with Kristin and I highly recommend her to anyone buying or selling a home.”

Looking ahead, Kristin is eager to continue growing her team and seeing them help more families. No matter where this path leads, Kristin will undoubtedly enjoy every second of it. “My personality is geared towards helping people, so assisting clients with their biggest financial assets is an amazing feeling. It’s extremely gratifying to be able to love your career.”

For more information about Kristin Gennetti, please call (781) 704-7040 or email kristingennetti@gmail.com

IOLANDA GIGLIO-IWIG

Iolanda Giglio-Iwig is a Realtor® who has served Southeast Michigan for the last four years, ever since she left the food retail industry. She got involved with real estate at the recommendation of her supportive husband and her mother-in-law, a Realtor® for over thirty years, who saw a lot of potential in Iolanda due to her friendly and generous disposition. Iolanda has built a flourishing career in real estate over a short amount of time, achieving the Top Producing Agent Award in 2018 after only three years in the industry! Through a winning combination of honesty, knowledge, and a giving nature, Iolanda is taking the real estate industry by storm.

Iolanda got into real estate for the same reason she got into retail management originally; she loves helping people. “Real estate is a great way for me to get through to people,” she says. “I truly enjoy helping them.” Iolanda’s attitude about being a Realtor® is that she is there to serve her clients in a focused manner, whenever and however they need it. She keeps herself available at all times for texts and phone calls, and finds making her clients comfortable to be incredibly important to her success. She makes her best effort to alleviate stress for her clients by providing them with attentive service around the clock.

It’s no surprise that Iolanda gets over 75% of her business from referrals and repeat clients. She knows that the key to effective communication is honesty, and she designates her level of honesty as one of her strongest traits as a Realtor®. “I’m a pretty upfront person,” Iolanda says. “I wouldn’t advise somebody to do something I wouldn’t advise for my own family member. My clients appreciate that.” She gives every client a rundown of the situation as she sees it at the very beginning of their relationship: the positives, negatives, and the huge potential changes that inevitably occur in real estate. She leaves nothing out, which is a big reason why her clients keep coming back to her; she earns their trust. Iolanda’s knowledge of the real estate industry is second to none. She’s worked hard to learn as much as she can about market trends, recognizing that her insight isn’t worth much if not backed up by information. “People appreciate the knowledge I have as a Realtor®,” Iolanda says. “Knowledge and honesty are the big keys in real estate.” Iolanda communicates that knowledge to her clients in a way that’s easy to understand, enabling them to make informed decisions when conducting their real estate business.

Iolanda loves her job as a Realtor®, and she makes sure to stay focused while on the job. Her family is very important to her as well, though, and in her free time, she likes to spend quality time with them. For the future of her business, Iolanda wants to stay on top her game and continue to put herself out there for the world to find, expand her knowledge in Commercial and Cultivation real estate, and become a licensed broker by the end of 2021. She also aims to grow her team of agents; The Giglio Team is hoping to expand their reach throughout the metro-Detroit area in the next few years. Let Iolanda help you with all your real estate needs by contacting her today!

For more about Iolanda Giglio-Iwig, please call (586) 854-8283, email giglio639@gmail.com or visit iolanda.rehometowne.com