NATIONWIDE & INTERNATIONAL 8-6-18

NATIONWIDE & INTERNATIONAL EDITION

UNTANGLING THE BIDDING WAR: A Buyer’s & Seller’s Perspectives 6 Things All SUCCESSFUL NEGOTIATORS Do FEATURED AGENTS

NILOU JONES MALEE VANG SUSAN CAVANAUGH CONNIE SJERVEN MARY YACOUB JOAN EATON TRACY FARROW CHRIS FRALEY VICTORIA LIM BOB MARTZ JAMIE PADDOCK DAVID PIPPIN

CONCIERGE CARE: Services that Lure Clients and Transform Your Reputation COVER STORY

ALEX MONTAGANO

NATIONWIDE & INTERNATIONAL EDITION All of us at Engel & Völkers Minneapolis congratulate Universal Title is proud to congratulate

Nilou Jones Malee Vang 6

NILOU JONES

MALEE VANG

on being featured for the state of Maryland in Top Agent Magazine!

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ALEX MONTAGANO

29 on being 25 featured for the state of Minnesota in Top Agent Magazine!

ADAM HERSCHTHAL | Managing Attorney, Annapolis 877.645.8319, ext. 261 | adam@universaltitle.com universaltitle.com/our-team/adam-herschthal https://

SUSAN CAVANAUGH JOEY VANDANIKER

ENGEL & VÖLKERS, Minneapolis Downtown MARY YACOUB CONNIE SJERVEN

Director Bus. Dev. & Sales , Annapolis & Southern MD 443.452.9797 | jvandaniker@universaltitle.com Geoffrey Bray universaltitle.com/our-team/joey-vandaniker https://

| Broker/Owner 952.356.5977 | geoffrey.bray@evusa.com minneapolis.evusa.com CONTENTS www.

4) UNTANGLING THE BIDDING WAR: A BUYER’S & SELLER’S PERSPECTIVES 9) A STEP-BYSTEP GUIDE TO CONVERTING INTERNET LEADS TO REAL LIFE SALES

1601 Hennepin Avenue, Minneapolis, MN 55403

12) CREATIVE WAYS TO SAY THANK YOU

19) 6 THINGS ALL SUCCESSFUL NEGOTIATORS DO 23) THINKING OF LISTING? NINE WAYS TO GET READY

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JOAN EA

REALTOR® Joan the best part of her career as a senior travel industry wa and making the them. As the travel so did Joan’s des JOAN EATON with individuals th tions. “I’m a real p I have always love says. “I have many REALTOR® friends in Phoenix areas and was in awe of what they interacted with people.” So in 2015, Joan e and “came out of the chute just flying!”

27) 3 MENTAL TRICKS works TAKE as an independent THATJoanWILL YOURagent se sellers in the beautiful Prescott, Arizona BUSINESS TO THE Maricopa County communities, which inc Phoenix area.

Her clients appreciate he NEXT LEVEL

loyalty, her hands-on approach and her com “Dedicated” is an understatement when i they say. She takes pride in what she doe about my clients, not me. I make a point o loyal, respectful and confident relationships clients’ best interests.” She is also known fo views homes and the market from other peo and, as a result, many of her clients become

31) 5 THINGS YOU CAN DO TO ACHIEVE YOUR BIGGEST GOALS

Having lived in Arizona since 1974, Joa witnessed the growth in her area. She is an e and forecasts in the Prescott and surroundin showing people around the places she loves her listings, Joan takes advantage of her de Phone 888-461-3930 | Fax 310-751-7068 of the market. Joan used to own a staging mag@topagentmagazine.com | www.topagentmagazine.com only has the necessary “eye” for staging, bu boughtTop quite a bitMagazine of furniture No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher.

Agent is and decorat owned the staging company, published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top Agent so if the seller I’ll or bring things over tosend make it look invit Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. To subscribe change address, ration and professional photography, she pr inquiry to mag@topagentmagazine.com. photo tours on at least 200 real estate we Published in the U.S. social media platforms.

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Joan puts each listing on both the Prescot Top Agent Magazine and the Phoenix area MLS, giving her list sure through multiple outlets. “Before it goe

VICTORIA LIM

How did Victoria Lim become a rising star in help with anything that needs to be Orange County real estate? For Victoria, real 38 may not clean my own house, but I 37 34 estate has always been a natural fit. Her parents organize my clients’ houses,” she sa Top Agent Chris Fraley of Keller Wil- hands-on,” she says, “I like have owned a furniture store for the past thirty smile. do everything for them so When speaking with Top Agent Tracy clients. thing that sets “I me apart is myoff communication liams past Realty in “Another McLean, Virginia agents pass to administr years, Farrow so she grew up with anEstate eye forBrokermaking I’m always making sure that they a worry-free of Legacy Real understandexperience.” what’s going Victoria on; keep understands intuitively how to build a transaction, from start to fin residential properties theirone best.

She’s also ing them in the loop of the such with herShe cl age in Midland,look Texas, can’t help entirestrong buyingrelationships or selling process.” loyal client base. By providing each and a licensed contractor and owns a home in staging it’s easywith to stay touchby once the tran but notice the honest enthusiasm her also strives to maintain relationships pastinclients sending ou every one of her customers with excepAnother industry shortcom company. living Texas, new cards and gifts, and just generally over. checking “I keep upupwith my clients’ chan voiceWhile when she talksinabout whatwhere she does on them.

As a native tional service and by imbuing every communication methods, for a living.

Perhaps her she steadfast her referrals are from former clim build homes are often quiteit’s large, helped Midlander, a significant portion on of social media, and I hold special transaction withpeople a wealth estate withevents returning calls, commitment exceptional ents and she of hasreal known for a long time.

“I’ve been texts here to design and spec toallproviding the materials to finish appreciation throughout the aloy knowledge, Chris has with solidly service,” she explains, “but TRACY FARROW CHRIS FRALEY VICTORIA LIM client service, orhomes. maybe it’s the fact that she says pride.estabout new construction She realized then my life,” love people!” she says. lished herself as a Realtor who can be my clients, and I’m easily r she treats every buyer and seller as if she had a passion, not just for design, but also trusted to put her client’s needs at the they’re family that has resulted in her Tracy’s perfect five-star rating on industry website – on for of realthe estate.

Seven ago and she moved toa daily Dedicated to keeping up with cutting improving myyears process craft on basisJamie has such great in the real estate and Principal Broker/Owner Jamieworld, Paddock, reads, “Wow! knowledge of Zillow.com forefront during every transaction.

The appreciation Chris’ clie reputation as a Realtor who can truly be which site she is a Premier Agent – is a testament to the gratitude California and soon began working as a fullestate trends, Victoria has recently beg Eugene area and her45 team guided me every step better assist my clients.” y member ofJamie his Paddock extendedGroup at Elite Realty Professionals 42 is on the 41 both, to dent by the testimonials on trusted. Most likely, it’s and this award-winning agent a her clients feel for the service she provides.

Among the many rave time agent. and blog marketing of her listings.

She also believe in Eugene, Oregon is on a mission to raise the bar of the way.

This was my first home purchase, and e industry, they exemplify a mission to continue her rise in the industry honesty, reviews has received is this perfectly example: “Tracy Christhrough was raised in integrity Pennsylvania and she attended the University to illustrative have her working for us!

David always had anpast interest in word of mouth marketing.

For the six year for customer service in the real estate industry.

The Jamie Paddock Group made it Pippin so incredibly When it comes their to listing properties, Bob and theinbest spirit. After graduating from and a deep-seated desire to helpnow people dreams. ispartner, absolutely real estate agent in the business.

She of achieve Scranton, and then moved to Virginia in 1983.

Working for Realtor!”

“It was agenuinely pleasur the real estate world.

Back in 2010, he Victoria leads a unique team including a an been on the Board of Directors of the Asian Real Es HerPanama primary focus is always on client satisfaction easy.

I would happily refer her and her team to all his team leave no stone unturned.

First, homes sity’s campus in City, cares about for herciation clients that ofselling our questions go Merrill Pierce, Fenner and Smith six years – ensured first job our house, was working withall ainvolved real estate trustthe when agent, andLynch, specialist.

Together ofand America andgreat she’s with Ko than her check, a factexperienced that teacher has of decluttering, myanswered. friends and familytirelessly looking to buy or sell.

Isatisfaction. are prepped fora commercial market through himself at a rather crossroads.

Hecommission A former elementary school of twenty-four years, Tracy was She works to guarantee your Would he finally decided to make the leap and for a producing broker and then with the office management they serve all of as Orange County and partsknow of Los Angeles Association, andthe the Korean Chamber of C endearedremain her to her urged manytobuyers sellers and they wouldher beEstate in great hands and get as by well through staging as needed. ome state of Missouri, get her and real estate license her husband local services homerecommend to the everyone.

Tracy our BEST home ineight less than asince week earn hissold license. the years team – sheCoby, was aand casually dipping hereach toe into real estate Chris also passionate abo County, including downtown Koreatown.

For LA. As a result, she has aInis wide network of con has resulted in an ever-broadening reputation as service possible.

I totally understand why she is David Then, says immersive presentations are created by us find our perfect or begin a new chapter as a he launched his career, has built a builder. “My son went off to college,” Tracy, “and I didn’t know and helped forever home.” pond.

Following that, Chris began working in a sales capacity involved with multiple char listing, Victoria meets with the owners and advises them on allows her to match listings with potential buyers. a Realtor trusted keep her client’s ranked number one in Lane County.” thriving business and cemented himself incorporating the highest-quality professional reneur. Inspired by a who chal-can be what to do to with myself.

So I took mywith husband’s advice and I began McLung Logan Company two includes work with the Leu how to make the property really shineEquipment and highlight its best as one of only needs and center. a consummate professional studying to MARTZ be a real estate agent at JAMIE night after I’d get home from tours, the rare moments as when she’s not working, Tracydefined enjoys photography, Matterport 3D virtual aerial hed himself in thefront Arizona PADDOCK DAVID PIPPIN BOB female representatives in During that industry, nationwide.

She Warriors and client Military Kids. features. She stages thesales properties, and makes improvements What doesand Victoria like most about her care, work?

“I by integrity, Jamie is extremely thorough professional when teaching. It took me a year, andphotography, then I started selling.”

Tracy benefitedthat spending time with her husband and herpersonalized son, Caden.

Travelingand and and videography make for years ago and has since built then retired early to raise her family, and after twelve years of for the Great Falls Foundati such as changing paint colors or lighting fixtures.

Her past people person!” she says.

“I love to set goals and athat proven track record ofpassionate success. AddiJamie’s entry into the world of real estate seems marketing her listings, assuring each property – immediately from her sphere of influence, as many of her first clients reading are among her other interests.

She is also abou a memorable first impression. she Leveraging hisrejoin the work force, the Keller Williams Great F based in Scottsdale and Parastay-at-home decided to that smallmotherhood, changes result in quick them on–behalf ofinmy clients.” believes st David has Victoria earned numerous almost pre-ordained.were “I’veemployees always had anclients entrepreregardless ofback its price point is tionally, seenand its best at the schoolrave where shethese had worked.

“People often in the giving to her community, does so light. through the local schoo website, Bob reverse-prospects to yield interest e is in command of a steadfast working with a prominent Weichert agent for three years.

She event for eight years. accolades along the way, including EXP Realty’s Icon Agent Award sales at high prices. giving back to the community and regularly volunt neurial mindset, when I was tenI lived yearswere old,” “We district, spend a the lot of time prepping home,“I’ll sending community where my biggest supporters,” she recalls.

In where she herself oncethe worked. go back and read to the from potential buyers, while exposure across d communication, attention to even and asin a member of where the Million Dollar joined the Keller Williams office McLean, sheatshe has herClub. cherished time, she lov years since, Tracy has built athen staggeringly successful career, kids,”media she says.

“I volunteer aIncouple of different Tracy “If there the wassix a school fundraiser, I was contractors over to local get it charities. ready,” explains.

“We freeschools.” leading digital listing platforms and social ng commitmentshe torecalls. his clients’ been overseeing a flourishing business that has seen exponential When she’s not working, As a result of the tailored service she provides, a large together with her friends.

“For me it’s all about and anyone has gathered numerous awards and including achiev- which and her husband are also active and with use the Midland County Livestock going to sell more than else in thepremium school and getaccolades, a bike pay foronline. staging, we always recommend, David grew up the in Atlanta and of nowother liveschildren. in profesEast Lake, serving clients ensures visibility for listings Mailouts prior percentage of Victoria’s business comes from repeat and people.”

For the shef growth year after year.

Now with fourteen years incompany thealso business Two of future, them, in Producer status foralways 2015, 2016 and 2017.

Supervising Show and Sale, helping children obtain college scholarships for a prize instead of ing the Platinum pencil and eraser set.

I’ve loved a sional photography for every listing.”

She utilizes the internet from Grant Park to Decatur and everywhere in between.

Thusand far,to to a home’s debut and after its sale round out Bob’s approach, referral clients.

Whatthat keeps her clients comingpurchase and her business into commercial real estate. under her belt, Chris has become aback force to beexpand reckoned with in the real estate world.

“My “s a team of three assistants, Tracy sells primarily in to the Midland and animals for 4H projects.

They also raise Farrow Hampshire challenge and problem-solving.

I love making things happen great advantage and leverages her huge social media presence David has managed to net 65% of his business through repeat and which combines tech-savvy methodology with atofocus on local ghtknit team that includes a Buyer’s agent, areas eager to Star spread the word about her to their friends and growpotential my business every year and estate eventually be this highly competitive industry.

Virginia next year, andthe w of or the Lone State.

“I’ve worked very sheep.

Additionally, Tracy back to thedemonstrates real community other people thoughtGreenwood was too difficult impossible.

I honestly to get herhard properties seen by as many buyers asof possible, referral clientele—a sizablegives contingent that his effecoutreach to his sphere of influence.

All told, Bob’s commitment nd an inside sales agent (ISA), Bobget andwhere The I am. family?

“I’m very honest,” Victoria says.

“I’m very ethical in Orange County,” Victoria says.

Now that’s a He’s an Urban Developmen I’m currently number five out of six hundred agents and formerly served as Director of the Permian Basin Board of Real tive working To account for this, David cites superlative client l believe that where there’s a will, there’s a way. That has really a strategy that has proven highlystyle. effective. to due diligence isI do. well-proven and is woven into theand fabric of clients across the Scottsdale and inParadise about what And I’m a workaholic.

I do over beyond and one that, with forresidential her approach work and Midland,” she says, with no trace of braggadocio in her voice.

“I’m tors from 2015 – 2017.

By focusing on providing excellent clients service, andand bya her ifpassion he likes realashe e care, authentic relationships, community-oriented come in handy for real estate.” For years, Jamie’s friends and working style. never push clients inhands-on a direction they’re y, a sizable contingent of Bob’s really business ofhis what isestate, needed.”

She’s notamy afraid her sleeves andChris she’s sure to achieve! that.” was also“Iranked number five in to 2017. employing decidedly approach, has established is currently selling real esta the foundational characteristics his professional Likefamily insisted she should proud try her hand atShe real and finally, Jamie isroll alsouppassionate about giving back to herofcommunity.

To philosophy. he says.that “I’m as honest as possible and at and referral clientele—a surefire sign of not comfortable with,” Looking theprior future, plan isAssociation toeventually grow her business while sac wise, David’s professional background in hospitality affords him a business is based almost on repeat clients andEugene referjoin her team.

U at the age of thirty, she did so. In 2007, she obtained her license that end, she hasentirely served on to the board ofTracy’s the added insight when comes to delivering onher his clients’ needs.

“My my focus always on the client’s best interests, than the ower. To account for his successes thus far, Seventy-five percent of isTracy’s business is referral-based, some-rather rificing none of the itstellar client service that hasbusiness. become associated rals from satisfied customers.

When asked what might account for over and jumped in with both feet. She now owns and manages a of Realtors, and currently sits on the board of the Technology customer service experience sets me apart,” he says.

“I try to create the thing she understandably of. When asked tolevel account for loyalty, with her name.

She is working towards obtaining her broker’s commission.” proud diligence, andbrokerage a tech-forward approach as isequally-dedicated of client Chris points to also atoward trait that and oversees an teamthis of exceptional eight Association of Oregon, which working revitalization of with. I consider absolute bestisexperience for every singlebut client I work this impressive level of client loyalty,many she grows quiet for a moment license.

“I’m just an ordinary person, with a lot of passion.” she s of his business philosophy.

Likewise, he other agents lack:downtown her availability.

It’s a she’s common industry Jamie As for the future, Chris is people consisting of three buyer’s specialists and five adminisEugene’s area.

When notI focus working, enjoys my clients lifelong, and on their wants, needs, and finding before replying.

“I think it’s because Ihas go given above and beyond forpastissays.

“Iwith work very hard andagents I care about my clients.

Iwhile thank Godthe fo Beyond the office, Bob back through work nts through advocacy and astute advisement, complaint that once a contract signed, there are many her business, sacrific trative personnel. them,” she says. “They basically become my family.” nothingShe more than spending with her husband, her rightpeople housetime for them that will maketofor anchildren, excellent investment.” also the that he has provided cross mythat path.

I’m very blessed Habitat for Humanitywho in the countries of Panama and Nicaragua, esperson fixated on straight deal-making. essentially disappear, foisting the transaction off to another vice has become her h and her friends.

She also an avid foodie and enjoys availing points to the constant contactestablish she maintains, both with current and efforts andisI in love what I do.” with hopes more community-minded m extremely thorough—that’s feedback agent or an underling. however, is his omnipresent.

“I’m very roleabout honesty and integrity.

Communication also play a central in David’s practice and he Jamie’s businessthe is based 86% percent upon torepeat and referral herself ofChris, the many local restaurants. adoptive Scottsdale community. he most ,” Bob says. “I pride myself on isnot taking proud an effort to stay front and center with clientele, building lasting business, a fact she justifiably of. “My clients keep coming In his leisure hours,makes relationships on warmth and honesty. enjoys travel, the occasional round of golf, and time spent withforfounded oach and I never give my clients the “hard back to me,” she says, “because we treat each and every client we When asked about her plans the future, Jamie grows pensive“I keep in regular contact with my clients on a personal note, rather than just centered family and loved ones. do the right thing.

As a result, I keep clients work with as adopted family. They know they can trust me and my To for afind momentout beforemore answering, her reply indicative of herLim, caring about Victoria around real estate or sales,” he says. “Oftentimes we become friends. I cause they can trust always be experts honest and that we can get the job done for and thoughtful approach team,that theyI’ll know we’re to real estate. “I thought in the past that I make consistent, genuine contact and relationships naturally develop. email or my bybusiness,” phoneshe atsays.

(949) 800 - 9596 Looking ahead, plansvictorialim417@gmail.com to continue growing his imprint urthermore, Bob hasWe established as We them. always puthimself them first. don’t work for a Bob paycheck, we wanted to keep growing andjust growing It’s not about me; it’s about making my “But sphere better, too.” To steadily aspirations to that further and ofessional whowork has made name for himself for a afive-star review.

We want to beand theirmindfully, Realtor forwith life.”

I believe I’ve expand found the sweet spot with our current business further stay in touch, David takes time every week to draft personal, hiswith teamthat in the yearsasto come.

ForI’m now, is handwritten content to letters the —a testament to his incisive diligent Jamie and her eye teamand have been verydevelop successful mission, model. nothewilling to sacrifice client just to sharesTop to his clientexperience base. Likewise, he city-related Copyright Agent M hisonexpertise and on insights aspiring and sellers eally enjoy building effective, evidenced by their streamlined perfect five-starlend rating Zillow.com, whichto the have growthbuyers and sell more properties and make more money.

I’dand reaches out to news, hosts two client appreciation events yearly, catch up on basis. of the Scottsdale calls home. ness,” Bob says. learning and There site “I’m Jamiealways is a Premiere Agent. is one glowing region review,he which rather focus on being better, nota steady bigger.”

TRACY FARROWCHRIS FRALEY

BOB MARTZ JAMIE PADDOCK

DAVID PIPPIN

35) 4 WAYS TO WIN THE BATTLE AGAINST PROCRASTINATION

39) CONCIERGE CARE: SERVICES THAT LURE CLIENTS AND TRANSFORM YOUR REPUTATION

43) THE DAILY SCHEDULE OF A SUCCESSFUL REAL ESTATE AGENT

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by Real Estate Agents and Brokers in every U.S. city and Internationally!

REALTOR Vendors and Please contact Real Estate Companies— mag@topagentmagazine.com For more information aboutinformation Tracy Farrow , For more about Chris F Get Nationwide call & 432 - 413 - 4412 oror calltracy@tracyfarrow.com 888-461-3930 for email 703 - 217 - 7600 or email ChrisFraleyHo International exposure! please call ad rates and information.

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For more To learn more aboutinformation Bob Martz about Jamie Paddock,

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Untangling the Bidding War: A Buyer’s & Seller’s Perspectives In a competitive marketplace, bidding wars become the norm. While this may put sellers in an excellent position to recoup on their investment, it can push buyers beyond their budgets and test their temperaments in the process. As an agent, how do you navigate both sides of the coin? After all, you want to net the best results for your client—regardless of which side of the closing table they’re on. To fortify your approach to a heated bidding war, here are a few ideas and insights to better clue you in on the perspectives of buyers and sellers alike.

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Buyer’s Perspective: Emotions Running High?

Channel it.

When the market is booming, buyers feel the pressure—especially when affordable inventory is limited. This can create stress, feelings of hopelessness, and impulsivity. As an agent, how do you channel this emotional energy into something positive? Consider asking buyers to put those anxieties and high hopes onto paper. Have buyers outline

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who they are, why they’re inspired to buy a home at this juncture in their lives, and how they see their lives unfolding once they become a homeowner (or repeat homeowner). Think of it as a letter of intent.

Buyers benefit from taking abstract fears and dreams and articulating them on paper. Likewise, this document can serve as a valuable tool during a bidding war. Letters like these can help sellers with multiple offers make a personal, emotional connection with a particular buyer.

Sellers Perspective: Manage expectations.

When multiple offers are rolling in on a property, it’s easy for sellers to get carried away. Numbers are flying, expectations are heightened, and sellers may become hypnotized by higher and higher offers and ideal outcomes. While it’s good to celebrate prime market positioning, it’s also important to maintain an even keel so that your seller’s mind is clear and they’re thinking rationally through their options.

Sometimes the highest offer isn’t necessarily the sure thing. Manage your clients’ expectations by leading by example, offering a balanced perspective, and talking them through all potential outcomes so that they don’t only hone in on the best-case scenario.

During a bidding war, tensions are running high for seller’s too, who will soon begin their next chapter in another home. Keep a cool head and remind your client to see the big picture, recognize that it’s possible for some offers to fall through, and to sit tight until the closing table has been successfully reached.

Buyer’s Perspective: How do you authentically and convincingly convey your interest?

When ten or so offers are in the mix, it can be hard to differentiate your buyer from the next. While numbers will obviously do a lot of the talking, you’d be surprised how much of a difference a Top Agent Magazine

personal touch can make. Some popular approaches to standing out include personal letters—as mentioned above—tailored to the property. Was the property in question a family home for years? You might have clients detail their dreams of raising a family inside those walls, rather than tear the property down and rebuild something to boost the lot’s value. Including a family photo is also a good tact for personalizing letters in a bidding war. Likewise, little gifts included with your offer can speak volumes about your personality and due diligence as an agent. It may seem a little cheesy, but when sellers are looking at ten near-identical offers, those personal touches can really paint a compelling, personalized picture.

Seller’s Perspective: How powerful is cash?

Data shows that cash offers—typical of investor clientele—double the chances of having an offer accepted. This goes hand in hand with waiving a financing contingency, which also helped boost the probability of an accepted offer, according to research. Cash is king, however, since offers that aren’t completely reliant on comprehensive financing seem to minimize risk for sellers, who are already eager to see a deal go through. Cash deals also tend to go through quickly, freeing sellers up to pursue their next property and move on to new horizons. While not every buyer has the ability to operate in cash, it’s a worthwhile consideration for those in ultra-competitive markets and with liquid capital.

While the bidding process can be stressful for agents and clients alike, it’s important to remember that it’s a time of opportunity, too. If you want to make the most of it as a seller, data shows that a personal touch can endear buyers to their seller counterparts. For sellers navigating a competitive process, it’s important to keep a balanced perspective. For agents, here’s the bottom line: get creative, be resourceful, and use all the tools in your arsenal to achieve the best result for the clients you serve.

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NILOU JONES Top Agent Nilou Jones of RE/MAX Leading Edge in Gambrills, Maryland understands the importance of establishing trust with her buyers and sellers, and works hard to gain that trust. By focusing solely on the needs of her clients and not on simply closing a transaction, Nilou has built a solid reputation as a knowledgeable and ethical real estate agent.

The daughter of an architect, Nilou enjoyed her childhood days of driving through neighborhoods looking at homes. “That’s always been kind of a fun factor for me,” she says. She began her career in real estate in 2012, when she and her husband, who was in the military, relocated from overseas back to the United States and settled in Maryland.

“One of my girlfriends was looking for a home, and I rode along with her and her real estate agent,” she recalls.

“As I was sitting in the backseat, I was kind of directing him, and telling him what houses we should look at. He asked what I did for a living, and when I told him I was looking for a job he asked me to be his assistant.” After working part-time for that agent for month and a half, she obtained her license and ventured out on her own. Currently working solo and selling primarily in Anne Arundel and Howard Counties, Nilou has achieved top agent status through her solid work ethic and commitment to staying on top of market trends. Her sincere, authentic approach to working with both buyers and sellers has resulted in client base that consists heavily of repeat and referred customers.

The gratitude her clients feel for her and the top-notch customer service she provides is perhaps best illustrated by her page on industry website Zillow.com. A Premier Agent, Nilou has a perfect five-star rating on that site, comprised currently of nearly one hundred perfect, glowing reviews, an impressive feat by any measure. Among the testimonials is this one: “I felt I had made the right choice in a Realtor from my first conversation with Nilou.

She took the time to go through the process with me and answered my questions about buying my first home. There was so much I

didn’t know! She was helpful and readily available throughout the entire process, and I always knew she had my best interests at heart. She cared about my getting the home I loved no matter how long it took, and she kept me positive when I had my doubts. I always felt she was on my side, and I really appreciated that.”

Though Nilou’s personality is upbeat and positive, her fierce advocacy for her clients is undeniable.

“I feel that for the majority of my clients, this is the biggest investment they may ever make,” she explains. “It can’t just be about the sale. It has to be the right fit, and it has to meet the client’s needs. I don’t want to get calls from clients a few years from now wishing they hadn’t purchased their house. I’ll take my clients to see as many homes as we need to so we can find the right fit. When they do, it’s a magical feeling.”

Nilou is also an aggressive marketer, ensuring that her listings are seen both in their best light and by as many potential buyers as possible. Professional-quality photography and video are used exclusively, and expert staging is utilized when necessary. A robust internet and social media presence are also among the tools in her marketing arsenal.

When she’s not working, Nilou enjoys spending time with her husband and her two sons. Travel is a particular passion. “Every Christmas and New Year holiday we go away as a family,” she says.

The future looks bright for Nilou, and she is planning on continuing to grow her business while making sure the level of client service she provides remains top-notch. She also plans to continue mentoring newer agents, something she feels passionate about. “I feel like some top agents act like they’ve found some sort of highly-valued, treasured, industry trade secret. The truth is that it’s about finding out what works well for you, what’s true to you, and fostering that.”

For more information about Nilou Jones, please call 410 - 330 - 4791 or email SoldByNJ@gmail.com 6

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Universal Title is proud to congratulate

Nilou Jones

on being featured for the state of Maryland in Top Agent Magazine!

ADAM HERSCHTHAL | Managing Attorney, Annapolis 877.645.8319, ext. 261 | adam@universaltitle.com universaltitle.com/our-team/adam-herschthal https://

JOEY VANDANIKER Director Bus. Dev. & Sales , Annapolis & Southern MD 443.452.9797 | jvandaniker@universaltitle.com universaltitle.com/our-team/joey-vandaniker https://

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Tim Milauskas is proud to congratulate

Nilou Jones

on being featured for the State of Maryland in Top Agent Magazine!

Tim Milauskas Loan Originator | NMLS #200561 410-729-1025 | 443-623-1287 (Cell) www.

firsthome.com

8638 Veterans Highway, Suite 300, Millersville, MD 21108

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A Step-by-Step Guide to Converting Internet Leads to Real Life Sales In the era of apps, instantaneous social platforms, and text messaging, it’s little surprise that the modern homebuyer begins his or her search for real estate representation online. Even if you’ve got a top-notch website or an influential social media presence, how do you connect with web surfers who have yet to commit to the services you offer? Take a look below to learn a few key techniques to bridge the gap between digital interest and real-world sales.

RESPONSIVENESS IS KEY Like it or not, our digital culture relishes immediacy and instant gratification. With that in mind, be sure to stay on top of online interest forms, e-mails, or newsletter sign-ups. Don’t let an online lead go to waste by taking too long to engage and follow-up. Things move fast, and it’s easy for potential clientele to forget which websites they’ve visited. Even if your lead isn’t ready to commit then and there, you demonstrate your accessibility and attentiveness by following up swiftly—a characteristic anyone would seek in an agent or lender.

ENGAGE WITH OPEN-ENDED CONVERSATION

GIVE ADDED VALUE Plenty of businesses send impersonal, automated messages in response to an online inquiry, but establishing a true connection may mean providing your lead with something of value. Perhaps you’re forwarding a property for sale that fits the interests of your lead, or a relevant article, or maybe you take the time to send a personal message—demonstrable value and a personal touch separate your follow-up response from spam.

Other ideas to consider when adding value to your follow-up technique: incorporate area promotions and access to local events, make a date for coffee, or offer a brief consultation free of charge to make the first move.

DON’T STOP MAKING CONTACT If you don’t connect with your internet lead right off the bat—don’t be discouraged. It often takes multiple tries before a follow-up interaction sticks. Folks are busy and frequently flooded with e-mail blasts and junk mail. A lead may not engage without a little prodding that shows you’re committed to their business. Remember: it’s the squeaky wheel that gets the grease.

Digital leads don’t have to be difficult to capture.

The internet plays a powerful role in funneling When online back-and-forth goes stale, commumodern clientele your way, but in order to take nication drops off quickly. If you’re following full advantage of the web’s reach, you’ll need up via e-mail, social media, or text, be sure to to tailor your follow-up technique. Mastering keep topics focused squarely on the potential the fundamentals of digital communication is client. Ask open-ended questions to give your the first step to converting digital interest into lead the opportunity to loosen up and engage concrete business. Keep these tips top-of-mind on a personal level. There’s no better way to as you build your online presence and mine the cement a digital lead than to take a pointed vast world wide web for an endless wealth of interest in the specifics of their situation. Doing clientele. Earning a command of digital lead so transforms the impersonal invisibility of the conversion is the surest way to bolster your internet into a true connection. business in the ever-evolving digital era.

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MALEE VANG How did Malee Vang become a rising star in residential and investment properties in the Twin Cities? Almost five years ago, Malee started her real estate career working with a mentor who helped her become an expert in multifamily investment units. She then expanded and become more focused on residential single-family properties, while maintaining her specialty of multifamily investment properties. “Many of my clients buy their first investment property with me, and then come back to me for their second investment property. It’s great to have that trust and vote of confidence,” she says. Other clients first buy a starter home with Malee, and then return for a larger house as their families grow. No matter how their paths and property portfolios unfold, Malee is honored to be part of her clients’ move towards financial freedom. She currently works with Engel & Völkers of Minneapolis, serving the Twin Cities and surrounding areas.

the nation. For every listing, she also conducts a thorough marketing campaign via social media.

She reaches out to lenders and relocation companies as well. “I market each property through a wide variety of avenues because you never know where a buyer will see it!” she says. “I take pride in using all these ways of marketing and it can be a great surprise to see where a buyer first encountered the listing.”

After working with Malee, her clients rave about her reliability, professionalism and great personality. “They can see that I’m driven and very passionate about what I do,” she says. Her clients let her know that her smile brightens their days. “I always have a positive attitude for my clients because they are my top priority. I make sure they know I am there for them, that real estate is what I do and what I love.”

An impressive 95% of her business comes from repeat and referral clients. What keeps her clients coming back and eager to spread the word about Malee to their friends and family? She builds a strong relationship with her clients that she maintains long after the transaction is over. Malee cares so much about past clients that it’s easy for her to stay in touch. She often meets them for coffee or lunch, or just reaches out by phone to let them know she’s thinking of them. She also invites them to Engel & Völkers’ fundraising events and their annual soirees.

Malee also loves ensuring that her clients have a smooth experience while buying or selling their home or investment property.

“In the end, when I close, I’m happy to see that they are happy and have been satisfied with how I got them there,” she says with her characteristic enthusiasm. To give back to the community, Malee works with Engel & Völkers to raise funds for the Special Olympics. She also donates generously to worthwhile local nonprofits and charities. In her cherished free time, she enjoys spending time with her family, as well as being in the outdoors fishing, camping and snowboarding.

Malee sells existing properties and also works with a builder in new developments to sell new construction. To market listings, she sends email blasts and postcard mailings to a curated, targeted group of likely potential buyers. She uses Shop TV, which features listings in all Engel & Völkers brokerages throughout

For the future, Malee wants to continue her work in real estate, building both her business and her portfolio. “I want to continue to grow as a Realtor, reaching and surpassing my goals every year,” she says. With her positive attitude, abundant energy, and dedication to her clients, she’s sure to succeed!

To find out more about Malee Vang , email malee.vang@engelvoelkers.com call 651 - 332 - 4569 or visit maleevang.evusa.com www.

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All of us at Engel & Vรถlkers Minneapolis congratulate

Malee Vang

on being featured for the state of Minnesota in Top Agent Magazine!

ENGEL & Vร LKERS, Minneapolis Downtown

Geoffrey Bray | Broker/Owner 952.356.5977 | geoffrey.bray@evusa.com minneapolis.evusa.com www.

1601 Hennepin Avenue, Minneapolis, MN 55403 Top Agent Magazine

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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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ALEX MONTAGANO 13

ALEX MONTAGANO Top Agent Alex Montagano of eXp Realty in Indianapolis is a powerful advocate for his buyers and sellers. His ethical, hardworking approach, coupled with a dedication to providing the very best client experience available has resulted in a stellar career that is based in large part on referrals from satisfied customers. Consistently putting his client’s needs front and center has become his calling card, and one only need read the reviews of the service he provides to understand just how grateful they are for his expert guidance.

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Alex found his way into real estate in 2012. “I was working in corporate America,” he says, “and I realized it just wasn’t for me. I wanted to be able to do more. I didn’t want to be at a desk from nine to five and pigeonholed into certain work hours. I wanted to control not only my financial future, but my professional future as well. I had worked in real estate in college, helping a landlord lease over twenty-five houses, and I figured real estate would be the right move.” Getting licensed and jumping in with both feet, Alex quickly began building a solid reputation as a trusted real Top Agent Magazine

estate advisor. In his first year as an independent agent, he was recognized as Rookie of the Year, and in 2014 and 2015 he received RE/ MAX’s 100% Club Award, followed by the Platinum Club Award in 2016. He was also featured on a March 2017 episode of HGTV’s hit show “House Hunters.”

Having recently moved to eXp Realty, Alex’s business is continuing to grow exponentially, with seventy-five percent of his business Top Agent Magazine

based on referrals from past clients. “We work tirelessly for our clients,” says Alex, when asked to account for this level of customer loyalty. “Our availability to our clients and Copyright Top Agent Magazine 15

our accessibility is significantly greater with us than it is with many others in the industry.

I legitimately care about my buyers and sellers. The relationships I form with them are the most important thing to me.�

That true concern for his clients is made evident by the sheer number of glowing tes16Copyright Top Agent Magazine

timonials on industry website Zillow. com, on which site he is a Premier Agent with a perfect five-star rating.

Reads one rave review: “Working with Alex was a pleasure! He was very responsive, reassuring, and went the extra mile. As a first time home buyer, he made the process as stress free and enjoyable as possible. I am beyond happy with the end result, and I look forward to working with him in the future.�

Alex utilizes a multi-pronged, cutting edge approach to marketing to ensure that his listings are seen by as many potential buyers as possible. Savvy utilization of social media Top Agent Magazine

has played a large role in quick sales for top dollar. “We’ll do posts on Facebook, and we’ll boost them,” he explains. “We’re not afraid to do that aggressively.”

Though many Realtors might point to their commission checks as their primary source Top Agent Magazine

of job satisfaction, Alex’s gratification is derived from the more personal side of the business: establishing and maintaining relationships with his clients and assisting them with achieving the American dream of homeownership. “It’s fun to help people through the home buying process, helping them deal Copyright Top Agent Magazine17

with lenders and inspection companies, and being able to make their dreams come true,” he says, his sincerity obvious.

Alex’s plans for the future include striving to have his business become 100% referral-based, and anyone who has worked with him will

attest that this goal is highly attainable. “At the end of the day,” he says, “when it comes to real estate, we excel because we care about the relationships we create and nurture. We’re willing to put in the time and energy, and we truly care about the outcome. We’re here to help our clients correctly, and do a really wonderful job.”

For more information about Alex Montagano, call 219 - 508 - 9520 or email alex@alexinhomes.com

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6 Things All Successful Negotiators Do If you think about it, you’ve been negotiating your whole life. As a kid you negotiated constantly with your family, your teachers, and your classmates. If you’re a parent, you’re negotiating probably more than you ever have in your life. But it’s one thing to negotiate staying up late on a school night, people oftentimes have trouble translating those real world negotiation skills into the business world. But the truth is there are a lot similarities.

Expert negotiators all have skills and techniques they bring to the table. It’s quite possible you also have them, and don’t even realize Top Agent Magazine

it. Here’s a look at some traits that are common among expert negotiators.

1. They keep emotion out of the process It’s very easy to feel frustrated, angry and defensive during a negotiation process. But when emotions run high, it’s often difficult to respond with logic and reason. This can be especially difficult if the person you’re negotiating with tries to escalate the situation. As the saying goes, keep calm and carry on. You

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have an end goal in mind, and getting heated won’t help you meet it. If things don’t go your way, remember it’s not personal. Best to leave the table with no hard feelings. Hopefully even though you may not have gotten what you’ve wanted this time around, you’ve established a foundation for success at your next try.

2. They’re reasonable If you don’t ask for what you want you’ll never get it, but at the same time, you need to be reasonable about what you’re asking for. Yes, ask for a little more than you want, so you have some wiggle room to compromise. But if you ask for too much too soon, you might shut down the person you’re negotiating with from the start, or even worse offend them. No one wants to feel like they’re being taken advantage of. Ask for what you deserve and you’ll never go wrong. At the very least you might start the conversation on how that might be possible down the line, if it isn’t just yet.

3. They’re well-prepared Part of being reasonable is being well-prepared. One of the biggest mistakes novice negotiators make is showing up over-confident and under prepared. Have the research and facts to back up what you’re asking for. Show your negotiation partner evidence of why what you’re asking for is not only fair, but necessary. Facts are hard to shoot down. This will also give you the confidence to really push for what you want. It’s not just something you think, it’s something that’s undeniable true. If you go in unprepared you’re more likely to flounder, which will damage your credibility going into future negotiations.

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4. They always strive for a win/win solution for everyone Yes, negotiations are about getting what you want, but as the old saying goes, you get more flies with honey than vinegar. Your negotiation partner might also have reasonable requests that you need to consider. Ultimately, successful negotiations are about compromise on both sides, and ending up with an outcome that benefits everyone.

5. They’re creative Problems and conflict are a natural part of any negotiation. One surefire way to impress, is to head off any impending roadblocks, by coming up with creative solutions. It’s easy to point out problems and be negative. Truly expert negotiators think outside the box, and dazzle with innovative concepts and ideas that leave everyone excited about the process.

6. They’re good listeners Listening in order to really understand where your negotiation partner is coming from is important for two reasons: you not only want to make them feel heard, but knowing what they want is invaluable information you can use to get what you want. At the start, you’re gathering information by asking questions and really hearing what they say, which includes picking up on body language and nonverbal cues as well. This is part of being well-prepared, using every possible thing you can to have an advantage.

Being in control of the situation, and then leading everyone to a successful conclusion all around is what great negotiation is all about.

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SUSAN CAVANAUGH Top Agent Magazine

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SUSAN CAVANAUGH Top Agent Susan Cavanaugh of the top-rated Koehler Bortnick Team at ReeceNichols Real Estate in Leawood, Kansas is that rare Realtor who approaches each and every transaction as if it were her own. Her caring and detail-oriented approach, coupled with her true passion for helping others, has firmly established her as an agent who always goes the extra mile for her grateful buyers and sellers in the Kansas City area.

Susan, a veteran of the medical device sales industry, began her journey in real estate in 2014. “I’d been working in that field for seventeen years, and I had a two-year contract that had come to an end, and I had to decide if I was going to stay in that field,” she recalls. “My husband reminded me that every time we had done a real estate deal, I had said that I could have done a better job. ‘This is your time to prove it,’ he said. That’s literally the way it happened.” Eventually signing up with the Koehler Bortnick Team (the number one team locally for twenty-six years, and currently ranked number twenty-one nationally), Susan distinguished herself almost immediately, winning Rookie of the Year for her eight million dollars in sales for 2017.

With an ever-growing business that is based in large part in referrals from satisfied clients, Susan is clearly doing something right.

When asked to account for this customer loyalty, Susan grows thoughtful before replying: “I think it’s because I put my money where my mouth is when it comes to saying that I can do better than any agent I’ve dealt with in the past. I try to live up to that and constantly do better. I’m always available to my clients, and even if something is not going well with a listing, I’m going to be right there with them working on a solution. They’re going to be able to find me and I’m going to be calling them, even if I have to deliver bad news.”

Exceptional marketing strategies also play a large role in Susan’s success story. High-quality professional photography, drone video, appealing brochures are among the many tools in her arsenal that allow her to showcase each listing it its best light. “I spend a lot of time with my clients prior to listing their homes to go over what they need to do to get the home ready,” she explains, “whether that means staging the furniture or suggesting paint colors.” Additionally, a robust presence on the internet and on social media facilitates their being seen by as many potential buyers as possible.

Susan’s appreciation for the trust her clients place in her is obvious, and that trust is clearly reciprocated, as evidenced by the glowing reviews she has received on Zillow.com, on which site she has a perfect five-star rating. “Susan is one of the best agents out there. She made the process of selling my home as easy as one could hope for. She was always available when I needed her and took all of the burden off of me. The house sold fast and she was successful in getting a full price offer. I highly recommend her!” reads just one of many.

When she’s not working, Susan enjoy spending time with her husband, her son and their three dogs. She is also passionate about giving back to her community, and to that end has been involved for fifteen years with the First Downs program of the Down Syndrome Guild of Greater Kansas City, a joint fundraising effort between the Kansas City Chiefs and the charity.

Looking to the future, Susan’s plan is to simply continue growing her business, while sacrificing none of the stellar client service that has become her calling card. “I want my clients to look at me after the transaction is completed and say ‘Gosh, you made that easy.’ I want the experience to be good,” she says, her sincerity obvious, “I want to alleviate their stress and make everyone calm and happy. That’s my favorite part of my job.”

For more information about Susan Cavanaugh, call 816 - 783-7774 or email susan.cavanaugh@reecenichols.com 22

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Thinking of Listing?

Nine Ways to Get Ready The less time a home spends on the market, the more likely it is to sell at or above list price. That’s why our Top Agents recommend getting a property ready for marketing well before listing. Anyone who is even just starting to think about listing will benefit from some basic upkeep and pre-staging work. Even if you decide now is not the time to list, you’ll enjoy these simple improvements around the home.

With the right local resources, most pre-listing preparations take less than a week and will make the formal staging process simpler for all involved.

Ask Top Agents in your area for referrals of local pros to hire. Once you’ve selected your Top Agent, keep yourself open to his or her opinion on other TLC to help decrease your home’s market time.

1. Inspection: The last thing a seller or buyer wants is a surprise at

inspection. That’s why a complete inspection before listing is so valuable.

Many necessary fixes, such as minor roof or appliance repairs, can be discovered and repaired in less than a week. If inspection uncovers a major issue, any Top Agent will tell you that this knowledge is power; disclosing and expecting to take responsibility will increase buyers’ trust without affecting market time.

2. De-Clutter: Take a little time to pack away surplus furniture items and

extra knick-knacks, papers, books or occasional-use items throughout your house. Remember this may require boxing away video game supplies or packing up comfy throw pillows and blankets. Move these items temporarily into closets, the garage or attic with the assumption of possibly renting a storage unit just before listing.

3. Paint: Whole-house painting is likely not necessary, but consider touching

up baseboard moldings and doorways and open wall spaces in high-use areas Top Agent Magazine

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such as bathrooms, the office, family room and indoor recreation spaces.

Also consider a little varnish on the front door or banister.

4. Artwork and Decor: Take a neutral look at your décor. Better yet, ask a

Top Agent to do so. Buyers should be able to picture themselves living in your home. While your Top Agent may not advise you to appear generic, you’ll likely need to thin out any shrine-like displays to family, hobbies or cultural interests.

5. Deep-Clean Housekeeping: After you’ve de-cluttered and touched up

the paint, request a deep cleaning from your housekeeping service and weekly cleanings thereafter. Make sure they pay attention to details like dusting or vacuuming window treatments and lampshades or wiping smudges off door jams and baseboard moldings.

6. Carpets and Rugs: Bring in the pros, but don’t just clean the carpets.

Because the cleaners will be moving furniture anyway, ask them stretch and tighten any buckled areas of carpeting. Doing so now saves the trouble of having to credit your buyer for this following final walk-through. Also consider removing small area rugs to let the beauty of your hardwood floors shine.

7. Look at the Loo: Buyers may not notice a brand-new toilet seat, but they

will turn up their noses at the one with the broken hinges. Freshly replaced toilet seats, faucets or doorknobs in heavily trafficked bathrooms can go a long way in first impressions.

8. “Mow & Blow”: Consider buyers as guests you want to feel welcome

as they ascend the front walk. If you don’t already have one, hire a weekly gardening service to keep up with the mowing, weeding, pruning and basic maintenance outside so you can focus on other things.

9. Staging: Once you’ve selected a staging professional for the finishing

touches, ask them and your Top Agent for final recommendations on day-today upkeep, storage options and what-to-do (or what not to do) while your house is on the market.

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CONNIE SJERVEN 25

CONNIE SJERVEN Connie Sjerven got her start in real estate more than twenty five years ago, back in Kansas City. When she crossed paths with a Realtor who was showing a neighboring home, Connie was instantly intrigued by the industry and earned early experience selling new homes in the Kansas City region. After she moved to Brooklyn, Iowa, Connie continued her upward trajectory, building a steady business selling homes in the Holiday Lake community. What’s more, Connie has built an impressive reputation along the way, with a business model steeped in fairness, integrity, and a community-minded approach.

When it comes to listing properties, Connie takes a multifaceted approach that blends print and digital marketing. To lure prospective buyers from major regional hubs such as Iowa City, Cedar Rapids, Des Moines and others, Connie places print ads in area publications that raise statewide visibility.

Likewise, she leverages social media and the leading online listing platforms to achieve optimal exposure online, where the majority of real estate searches originate. Of course, it’s easy to get the word out around the lake, as Connie keeps in regular touch with past clients when she runs into familiar faces around Lakeshore Drive. “It’s great to have so many opportunities to see everyone again,” she says. “I love meeting new people all the time and introducing new buyers to all the fun here at the lake. I love living here; it’s like being on vacation all year around.”

Today, Connie serves as the Broker/Owner of Holiday Realty, established in 2001 alongside colleague Vivian Link. Connie heads a tightknit team of two additional associates, Shannon Hershey and Eric Slagle. The majority of transactions center on recreational property surrounding Holiday Lake. “I have an intimate knowledge of everything about the lake—from the bylaws to the water quality,” she explains. “Over the course of eighteen years, I have even worked with some of the same properties multiple times and I have an in-depth familiarity with all the homes in the area.” Likewise, Connie cites forthright communication and superlative service as some of the key drivers of her business’s success thus far. “Fairness and honesty are my priorities,” Connie says. “It’s my job to make sure that everyone comes out happy at the end of the transaction.” With 85% of her business generated by repeat and referral clientele, Connie has a demonstrable track record of success that speaks to her staying power and follow-through as a regional real estate leader.

To give back to her lakeside community, Connie takes an active role in her community’s various events. She sponsors an annual Easter Egg hunt and contributes to the Fish Committee for Holiday Lake. During the regular Poker Run around the lake, where community members visit various spots on an outdoor adventure tour, Connie also prepares food and refreshments to take part in the festivities. “I try to invest in the community every opportunity I can,” she says. In her free hours beyond the office, Connie most enjoys travel, especially visits to see her daughter and son in Chicago and New York, respectively.

Looking ahead, Connie has plans to continue growing her business steadily, with hopes to further advance on her current, thriving path. For now, Connie Sjerven is enthusiastic in serving the aspiring buyers and sellers of the Holiday Lake she calls home.

To learn more about Connie Sjerven email connie@holidayrealtyhomes.com, call (641) 522 – 2300, page here visit holidayrealtyhomes.com, or visit her Facebook https://www.facebook.com/Holiday-Realty-103329719703780/ www.

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3 Mental Tricks That Will Take Your Business to the Next Level It’s no secret that running a successful business requires careful planning and a tireless work ethic. Beyond those obvious ideals, it also takes the right mindset in order to capitalize on professional opportunity. In the world of real estate and mortgage lending, mental fortitude is a major component to reaching the next Top Agent Magazine

level and achieving longevity in a sector that requires so much self-discipline. With that in mind, we’ve compiled a few key mental tricks you can employ to reinvigorate your working philosophy. Incorporate these techniques into your daily mindfulness routine and your business will surely benefit.

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1

Visualization helps you work efficiently and keep your cool.

This may sound like one of the oldest tricks in the book, but there’s a reason why Olympic athletes and those serving in first-responder positions use visualization as a time-honored mental technique. Not only does visualizing your daily tasks help you organize your mind, but it amps up your ability to focus on what’s important. Visualization also helps reduce stress in the moment, since you’ve already created a mental expectation of the task ahead. Whether you’re preparing for a negotiation or a pitch to new a client—visualization primes your brain and affords you an extra sense of control as you tackle your day.

2

Distill concepts into their simplest terms for ultimate understanding.

As an agent or loan officer, you’re likely juggling numerous clients and commitments on any given day. That’s why it helps to distill your responsibilities in clear, definitive terms. Let’s say you have a meeting set with a client to outline a marketing approach for their property. You may understand the broad strokes, but beforehand, try verbalizing the exact takeaways you’d like to impart to your client.

This may seem obvious, but one of the best ways to clarify your communication and ensure your com-

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plete understanding of a subject is to explain it aloud in its simplest terms. This crystallizes your main point and can come in handy if you drift off-topic or need to double-down on your message.

3

Accept that mistakes will be made.

While it’s natural to fear failure, sometimes the dread of making an error can overwhelm your ability to perform. As the saying goes: don’t let the fear of striking out keep you from playing the game.

If you accept in advance that set-backs will occur, challenges will come, and things won’t always go accordingly to plan—you’ll be less confounded when hurdles do arise. What matters is keeping an even keel as you sort through unexpected delays or mishaps. Accepting that mistakes will happen allows you to shift your focus towards a solution or contingency plan. In other words, don’t spend your energy trying to achieve perfection. Aim high and work hard, but be in touch with reality: upsets are bound to occur. Accept this and you’ll be ready when they do.

The path to lasting success is ongoing, and there are bound to be challenges along the way. It takes mental fortitude to make it to the top, so keep these tricks in mind as you continue to grow as a person and a professional. Seeing situations in a new light can make all the difference as you adapt, evolve, and take your business to the next level.

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MARY YACOUB Top Agent Magazine

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MARY YACOUB Having already built one successful, service-based business, it didn’t take long for Mary Yacoub to find a way to serve people in her next venture. “I had my own very successful painting business; however, three years after I was diagnosed with Parkinson’s Disease, I was medically not allowed on ladders anymore,” she says. “I didn’t know what I’d do, but I knew I wanted to continue working for myself.” When friends who worked with Keller Williams Realty suggested she try real estate, Mary took the leap.

By July 2015, Mary joined Keller Williams Realty Integrity WI/ MN, representing clients in Wisconsin and Minnesota, along both sides of the St. Croix River. Three years later, she hired her first assistant and was earning top-producer recognitions. Since 2015, Mary has earned the Silver and Gold Medallion Awards in her region and in 2017 was awarded the Cultural Icon award in her market center for exemplifying the mission, beliefs and standards of Keller Williams. Much of her success comes from delivering personalized service to everyone who engages her as their REALTOR®. “My clients like that they get me when they hire me,” she says. “I’m real, straightforward and honest.” Mary gives them the whole truth, whether they want to purchase or list a home. “I don’t just work a transaction with them; I stick with them throughout the process and afterwards.” Buyers, for example, feel confident that Mary isn’t just trying to get them to spend money. “I want them to love their home.” Sellers, likewise, know she doesn’t sugarcoat. “I won’t try and oversell their house; I tell them how it is.”

Mary is also easy to reach. “There’s always a way to contact me and I stay in touch after the transaction,” she says, describing her client appreciation program, which includes quarterly events or useful giveaways. In the fall, for instance, she gives out tree saplings; other giveaways have been coolers and beach towels that local residents love. “The whole purpose is to come from a place

of contribution and show my appreciation to past clients, friends and family.” Hudson, after all, is located in the beautiful St. Croix Valley area of Wisconsin and Minnesota, where locals and vacationers enjoy extended summer daylight hours plus beach, lake and river recreation.

Fully dedicated to her clients and her craft, Mary is a professional; people know she keeps their best interests at heart. “I use professional photography for every listing, whether it’s a $100,000 house or a $700,000 house,” she says. “I pay to have a stager come for a consultation.” In addition to robust internet marketing through Keller Williams, she advertises on social media as well as in print to certain demographics. “Lately, I have a knack for finding people their homes when they weren’t looking to buy a home,” she says. “I talk to everybody. I’m a machine when it comes to networking!”

An extension of this networking is her longtime service as a former elected member of the Hudson City Council and her recent service with the Town Board, Hudson Soccer Association and Hudson Ambassadors. She jokes that she has a problem saying “no” when organizations request help. “I love helping people in general. It’s in my blood that I love to see a happy ending,” says Mary, who earned her college degree in social work criminal justice and worked in that field prior to starting a family. “Even when I was a painter, if I painted a kid’s room, I loved seeing the kid come home from school and have that big smile on their face.” In real estate, the smiles on clients’ faces are the greatest rewards on an even larger scale.

Life in Hudson is rich with things to do. For Mary, this includes watching her children play sports, time outdoors or getting an ice cream and walking along the river. “My personal goal is to keep living life as it comes,” says Mary. “Every day is a new day and with my business, I want to grow, but I don’t want to ever be a huge team.” She hasn’t ruled out the possibility of bringing on a buyers’ agent one day, but only if in doing so, her clients keep getting exactly the hands-on attention they sought in the first place.

To learn more about Mary Yacoub, visit mary-yacoub.kw.com, go to http://

her Facebook page, email yacoubproperties@gmail.com or call 715 - 760 - 9897

https://www.facebook.com/YacoubPropertiesWIandMN/

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5 Things You Can Do To Achieve Your Biggest Goals If there’s one thing successful people can agree on, it’s that setting goals has been key to their success.

Whether you’re creating a five year plan or just settling on what you want to achieve by the end of the day, setting goals gives you the focus and direction you need to complete even the biggest tasks.

But there is a method to setting them. It’s a process that takes careful thought and consideration up front, which is then combined with the hard work necessary to implement your plan. Luckily there are proven methods to goal setting that you can start using immediately.

1. MAKE YOUR GOALS SPECIFIC Yes, it’s fun to think in grand terms of where you want to end up in life and in your career, but it’s better to have a specific goal like “Increase my sales by 25%”, than “Get rich.” When a goal is clear and specific, it allows you to figure out the exact steps you need to take to accomplish it. The more general it is, the more paralyzed you might be when it comes to figuring out what to do since, the choices may be overwhelming.

2. MAKE IT ATTAINABLE Making attainable goals might seem boring, I mean afterall, you want to dream big! But you don’t want to suffer through the disappointment of not reaching your goal, something that may not even be possible at this stage in your life to begin with. One solution to that is creating goal levels. You can have the dream goal, but underneath that you have the realistic goals that are setting up a foundation for achieving the big one. Things that are attainable still take work and effort to achieve. Those small victories will keep you motivated and encouraged to go for the bigger dreams. And don’t forget, those Top Agent Magazine

little goals may have been things you wouldn’t have gotten done if you didn’t set out to achieve them, so be proud!

3. PUT A PLAN OF ACTION IN WRITING Your plan of action should include daily, weekly, monthly and yearly goals. There is something about seeing things in writing and crossing them off the list that is oddly satisfying.The daily goals are especially important in regards to building up those good habits. The first few weeks of your plan of action are critical when it comes to your long term success. Reaching a goal is something you are doing every day, all throughout the day, in numerous ways. Achieving goals is all about creating good new habits.

4. MAKE IT MEASURABLE This is key, since you definitely want to reward yourself for a job well done, and having a goal that is measurable in some way is a sure way to know.

Maybe it’s to increase your lead generation or to cut expenses, whatever the case, have a measurable test you need to meet, as well as a time frame. Then calculate what you have to do to reach that goal. Not only should your goal be specific, but the plan and the measure of success should also be set in stone.

5. ADJUST AS YOU GO You can have all the best laid plans, and you still might quickly realize that what you thought would help you reach your goal, might not be cutting it.

Commitment to reaching your goals is good, but commitment to a plan you know isn’t going to work is not only a waste of time, but will be a devastating blow to your motivation. Sticking to a plan everyday means adjusting it accordingly.

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JOAN EATON REALTOR® Joan Eaton says that the best part of her previous, 34-year career as a senior consultant in the travel industry was advising clients and making the process easy for them. As the travel industry changed, so did Joan’s desire to work more with individuals than with corporations. “I’m a real people-person and I have always loved real estate,” she says. “I have many REALTOR® friends in the Prescott and Phoenix areas and was in awe of what they did and how they interacted with people.” So in 2015, Joan earned her license and “came out of the chute just flying!”

Joan works as an independent agent serving buyers and sellers in the beautiful Prescott, Arizona area, as well as Maricopa County communities, which includes the greater Phoenix area. Her clients appreciate her dedication, her loyalty, her hands-on approach and her communication skills.

“Dedicated” is an understatement when it comes to Joan, they say. She takes pride in what she does. “Real estate is about my clients, not me. I make a point of building strong, loyal, respectful and confident relationships. I look out for my clients’ best interests.” She is also known for her empathy; she views homes and the market from other people’s perspectives and, as a result, many of her clients become her good friends.

Because her clients become her friends, staying in touch comes naturally for Joan, but she takes nothing for granted.

“I text or email to let them know I’m thinking of them and I mail them cards a couple of times a year.” At the holidays, she includes gift cards. “And in the summer, I host a fun client appreciation party at a local restaurant.” Clearly, she loves her work, both for the people and for Prescott. “I love all the areas and I love meeting people and hearing their stories,” she says. Her reward is their happiness after she helps sell their home or finds them their perfect home. “I have such a passion for what I do and for helping people in such a beautiful place.”

As she looks to the future, Joan isn’t planning to create a team under herself for now. “I have already earned A Double-Diamond Award and I’m very organized. I also like being close with my clients and seeing them through each transaction from start to finish myself.” She does, however, plan to get more involved in the community, especially through the local Women’s Council of REALTORS®, helping organize and plan events. “Everyone has to have a work and family balance, though,” she says. For Joan, that means taking in plenty of hiking and other outdoor activities with her family and her dogs. Joan adds that, whether she is with her family or her clients, whoever is in her presence receives her full attention.

“People know I’m very detail oriented, well-versed in the area, dedicated and will bend over backwards for them.”

Having lived in Arizona since 1974, Joan has personally witnessed the growth in her area. She is an expert on the trends and forecasts in the Prescott and surrounding areas. She loves showing people around the places she loves. When marketing her listings, Joan takes advantage of her deep understanding of the market. Joan used to own a staging company, she not only has the necessary “eye” for staging, but the resources. “I bought quite a bit of furniture and decorative things when I owned the staging company, so if the seller’s home is vacant, I’ll bring things over to make it look inviting.” After preparation and professional photography, she promotes cinematic photo tours on at least 200 real estate websites and on the social media platforms.

Joan puts each listing on both the Prescott area local MLS and the Phoenix area MLS, giving her listings terrific exposure through multiple outlets. “Before it goes on the market, I often do ‘coming soon’ marketing,” she says, adding that she also does fliers, mailings, direct mail and advertising in the local papers.

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To learn more about Joan Eaton, visit joanmeaton.com or go to her Facebook page, email joaneatonsellshomes@gmail.com or call 928.200.3744 www.

https://www.facebook.com/Joan-Eaton-HomeSmart-Fine-Homes-and-Land-1604646393126638/?ref=settings

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TRACY FARROW When speaking with Top Agent Tracy Farrow of Legacy Real Estate Brokerage in Midland, Texas, one can’t help but notice the honest enthusiasm in her voice when she talks about what she does for a living. Perhaps it’s her steadfast commitment to providing exceptional client service, or maybe it’s the fact that she treats every buyer and seller as if they’re family that has resulted in her reputation as a Realtor who can truly be trusted. Most likely, it’s both, and this award-winning agent is on a mission to continue her rise in the industry through honesty, integrity and a deep-seated desire to help people achieve their dreams.

A former elementary school teacher of twenty-four years, Tracy was urged to get her real estate license by her husband Coby, a local homebuilder. “My son went off to college,” says Tracy, “and I didn’t know what to do with myself. So I took my husband’s advice and I began studying to be a real estate agent at night after I’d get home from teaching. It took me a year, and then I started selling.” Tracy benefited immediately from her sphere of influence, as many of her first clients were employees at the school where she had worked. “People in the community where I lived were my biggest supporters,” she recalls. In the six years since, Tracy has built a staggeringly successful career, and has gathered numerous awards and accolades, including achieving Platinum Producer status for 2015, 2016 and 2017. Supervising a team of three assistants, Tracy sells primarily in the Midland and Greenwood areas of the Lone Star State. “I’ve worked very hard to get where I am. I’m currently number five out of six hundred agents in Midland,” she says, with no trace of braggadocio in her voice. “I’m really proud of that.” She was also ranked number five in 2017.

Seventy-five percent of Tracy’s business is referral-based, something she is understandably proud of. When asked to account for this impressive level of client loyalty, she grows quiet for a moment before replying. “I think it’s because I go above and beyond for them,” she says. “They basically become my family.” She also points to the constant contact she maintains, both with current and

past clients. “Another thing that sets me apart is my communication.

I’m always making sure that they understand what’s going on; keeping them in the loop of the entire buying or selling process.” She also strives to maintain relationships with past clients by sending out cards and gifts, and just generally checking up on them. As a native Midlander, a significant portion of her referrals are from former clients and people she has known for a long time. “I’ve been here all my life,” she says with pride.

Tracy’s perfect five-star rating on industry website Zillow.com – on which site she is a Premier Agent – is a testament to the gratitude her clients feel for the service she provides. Among the many rave reviews she has received is this perfectly illustrative example: “Tracy is absolutely the best real estate agent in the business. She genuinely cares about her clients and ensured that all of our questions got answered. She works tirelessly to guarantee your satisfaction. Would recommend her to everyone. Tracy sold our home in less than a week and helped us find our perfect forever home.”

During the rare moments when she’s not working, Tracy enjoys spending time with her husband and her son, Caden. Traveling and reading are among her other interests. She is also passionate about giving back to her community, and does so through the local school district, where she herself once worked. “I’ll go back and read to the kids,” she says. “I volunteer at a couple of different schools.” Tracy and her husband are also active with the Midland County Livestock Show and Sale, helping children obtain college scholarships and to purchase animals for 4H projects. They also raise Farrow Hampshire sheep. Additionally, Tracy gives back to the real estate community, and formerly served as Director of the Permian Basin Board of Realtors from 2015 – 2017.

Looking to the future, Tracy’s plan is to grow her business while sacrificing none of the stellar client service that has become associated with her name. She is also working towards obtaining her broker’s license. “I’m just an ordinary person, but with a lot of passion.” she says. “I work very hard and I care about my clients. I thank God for the people that he has provided to cross my path. I’m very blessed and I love what I do.”

For more information about Tracy Farrow , call 432 - 413 - 4412 or email tracy@tracyfarrow.com 34

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4 Ways to Win the Battle Against Procrastination One of the most common professional afflictions is procrastination. The funny thing is, everyone knows that procrastination is negative—it’s a waste of time, a creator of stress, and is entirely a problem of our own making.

Still, knowing all of this doesn’t necessarily decrease our odds of procrastination. There are plenty of explanations we give when putting Top Agent Magazine

work off until the last minute. Perhaps you convince yourself that you work best under pressure, but it’s truer that you’re used to working under pressure by necessity. Maybe you’re a perfectionist and the fear of getting it all wrong puts you off from the task. Whatever the justification may be, overcoming procrastination requires some willpower and technique. With

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that in mind, take a look at a few tricks below to jumpstart your motivation and nix the lastminute time crunch. After all, you owe it to yourself and your business to operate like a procrastination-free professional.

1. Make Your Intentions Known As realtors and mortgage professionals, you may serve as your own boss. So, when the time comes to complete a task and you put it off—perhaps you’re only disappointing yourself. This is easily remedied by making a new promise to try again tomorrow. On the other hand, it’s much harder to break promises and commitments to others. Try verbalizing your intent and commitment to your team, or to an assistant who can hold you accountable, or better yet—to a business partner or to a client.

Make a hard deadline public and you’re likely to perform for fear of embarrassment or losing face. In a way, this puts the pressure of expectation on you, instead of the pressure of the ticking clock.

2. Take a Baby Step When tasks pile up, it’s easy to get overwhelmed. If you’ve got a number of items on your to-do list, including some heavy hitters that require a lot of attention and time, begin by taking on something simple. Identify an easily completed job that needs attention and put it first in your queue. Duties that are straightforward and aren’t time-intensive can lead you to the rest of your to-do list, fueling you with the satisfaction of a task already complete. Even if it’s as small as returning e-mails, or dropping off your dry-cleaning, one simple thing off your 36

list can inspire you to continue on to the next item in the spirit of productivity.

3. Work in Windows If work is the last thing you want to do and you can’t seem to self-motivate, make a compromise with yourself. Agree to work just fifteen minutes, and mean it. This tiny window of time is easy enough to complete, isn’t overwhelming, and you’ve already agreed to move on once time is up. The truth? Odds are that just fifteen minutes of active work will inspire you to keep going. After all, the most difficult part of procrastination is getting started. By putting in those fifteen minutes, you’ll trick yourself into diving into the action.

4. Switch Up Your Environment If you’re stuck in rut when it comes to procrastination and productivity, try changing your surroundings. If the office feels stale and stressful, take your work to the nearest coffee shop and try to tackle your tasks there. Perhaps the quiet, studious ambiance of a library can make you focus, or a picnic table outside the office can stimulate the senses. Sometimes changing your scenery can breathe new life into your routine and give you the extra push you need to get work done.

There’s no one way to overcome procrastination.

In fact, it’s likely a lifelong process of building discipline, finding techniques that work for you, and simply prioritizing your time more effectively. Don’t lose hope—remember these tricks and winning the war will be possible, even if you lose a few battles along the way.

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CHRIS FRALEY Top Agent Chris Fraley of Keller Williams Realty in McLean, Virginia understands intuitively how to build a loyal client base. By providing each and every one of her customers with exceptional service and by imbuing every transaction with a wealth of real estate knowledge, Chris has solidly established herself as a Realtor who can be trusted to put her client’s needs at the forefront during every transaction.

Chris was raised in Pennsylvania and attended the University of Scranton, and then moved to Virginia in 1983. Working for Merrill Lynch, Pierce, Fenner and Smith for six years – first for a producing broker and then with the office management team – she was casually dipping her toe into the real estate pond. Following that, Chris began working in a sales capacity with McLung Logan Equipment Company as one of only two female sales representatives in that industry, nationwide. She then retired early to raise her family, and after twelve years of stay-at-home motherhood, she decided to rejoin the work force, working with a prominent Weichert agent for three years. She then joined the Keller Williams office in McLean, where she has been overseeing a flourishing business that has seen exponential growth year after year. Now with fourteen years in the business under her belt, Chris has become a force to be reckoned with in this highly competitive industry.

By focusing on providing excellent clients service, and by employing a decidedly hands-on approach, Chris has established a business that is based almost entirely on repeat clients and referrals from satisfied customers. When asked what might account for this exceptional level of client loyalty, Chris points to a trait that many other agents lack: her availability. It’s a common industry complaint that once a contract is signed, there are many agents who essentially disappear, foisting the transaction off to another agent or an underling. Chris, however, is omnipresent. “I’m very

hands-on,” she says, “I like to do a lot of things myself that other agents pass off to administrative people, so I’m always part of the transaction, from start to finish.”

Another industry shortcoming is that despite the proliferation of communication methods, many agents seem to have difficulty with returning calls, texts or emails. “Not only do I provide great service,” she explains, “but I’m in constant communication with my clients, and I’m easily reachable.”

The appreciation Chris’ clients feel for her services is made evident by the testimonials on her website, including these: “So glad to have her working for us!”, “So happy to have had you as our Realtor!” “It was a pleasure working with you,” and “You did a great job selling our house, in a very difficult market.”

Chris is also passionate about giving back, and to that end she is involved with multiple charitable organizations. Her philanthropy includes work with the Leukemia Lymphoma Society, Wounded Warriors and Military Kids. She also sat on the Board of Directors for the Great Falls Foundation of the Arts for many years, and ran the Keller Williams Great Falls/McLean Golf Tournament charity event for eight years.

When she’s not working, Chris enjoys spending time with her children. Two of them, in fact, are following in her footsteps in the real estate world. “My son just graduates from the University of Virginia next year, and will start working with me this summer.

He’s an Urban Development Manager major, so he’s going to see if he likes residential real estate.” Chris hopes her daughter, who is currently selling real estate in Charleston, South Carolina, will eventually join her team. Ultimately, the plan is for them to take over her business.

As for the future, Chris is planning on continuing the growth of her business, while sacrificing none of the exceptional client service that has become her hallmark. “For me,” she says, “it’s all about honesty and integrity. That’s very, very important to me.”

For more information about Chris Fraley, please call 703 - 217 - 7600 or email ChrisFraleyHomes@gmail.com Top Agent Magazine

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VICTORIA LIM How did Victoria Lim become a rising star in Orange County real estate? For Victoria, real estate has always been a natural fit. Her parents have owned a furniture store for the past thirty years, so she grew up with an eye for making residential properties look their best. She’s also a licensed contractor and owns a home staging company. While living in Texas, where new build homes are often quite large, she helped to design and spec all the materials to finish out new construction homes. She realized then she had a passion, not just for design, but also for real estate. Seven years ago she moved to California and soon began working as a fulltime agent.

Victoria now leads a unique team including a partner, an experienced agent, and a commercial specialist. Together they serve all of Orange County and parts of Los Angeles County, including downtown and Koreatown. For each listing, Victoria meets with the owners and advises them on how to make the property really shine and highlight its best features. She stages the properties, and makes improvements such as changing paint colors or lighting fixtures. Her past clients rave that these small changes often result in quick sales at high prices.

As a result of the tailored service she provides, a large percentage of Victoria’s business comes from repeat and referral clients. What keeps her clients coming back and eager to spread the word about her to their friends and family? “I’m very honest,” Victoria says. “I’m very ethical about what I do. And I’m a workaholic. I do over and beyond what is needed.” She’s not afraid to roll up her sleeves and

help with anything that needs to be done. “I may not clean my own house, but I clean and organize my clients’ houses,” she says with a smile. “I do everything for them so that it’s a worry-free experience.” Victoria develops such strong relationships with her clients that it’s easy to stay in touch once the transaction is over. “I keep up with my clients’ changing lives on social media, and I hold special customer appreciation events throughout the year. I just love people!” she says.

Dedicated to keeping up with cutting edge real estate trends, Victoria has recently begun video and blog marketing of her listings. She also believes strongly in word of mouth marketing. For the past six years she has been on the Board of Directors of the Asian Real Estate Association of America and she’s involved with the Korean Real Estate Association, and the Korean Chamber of Commerce LA. As a result, she has a wide network of contacts that allows her to match listings with potential buyers.

What does Victoria like most about her work? “I’m just a people person!” she says. “I love to set goals and achieve them on behalf of my clients.” Victoria believes strongly in giving back to the community and regularly volunteers with local charities. In her cherished free time, she loves to get together with her friends. “For me it’s all about enjoying the company of other people.” For the future, she hopes to expand her business into commercial real estate. “I want to grow my business every year and eventually be the top agent in Orange County,” Victoria says. Now that’s a lofty goal and one that, with her passion for her work and her clients, she’s sure to achieve!

To find out more about Victoria Lim, email victorialim417@gmail.com or by phone at (949) 800 - 9596 38

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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 40

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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BOB MARTZ improving my process and craft on a daily basis to better assist my clients.”

Bob Martz grew up in the real estate world, and with virtually every member of his extended family active in the industry, they exemplify a true entrepreneurial spirit. After graduating from Florida State University’s campus in Panama City, Panama, Bob found himself at a crossroads. He could return to his home state of Missouri, remain in Central America, or begin a new chapter as a self-motived entrepreneur. Inspired by a challenge, Bob established himself in the Arizona market roughly six years ago and has since built The Martz Group, based in Scottsdale and Paradise Valley. Today, he is in command of a steadfast reputation for candid communication, attention to detail, and an abiding commitment to his clients’ best interests.

As the head of a tightknit team that includes a Buyer’s agent, licensed assistant, and an inside sales agent (ISA), Bob and The Martz Group serve clients across the Scottsdale and Paradise Valley region. Today, a sizable contingent of Bob’s business is generated by repeat and referral clientele—a surefire sign of an agent’s staying power. To account for his successes thus far, Bob cites integrity, diligence, and a tech-forward approach as the foremost drivers of his business philosophy. Likewise, he prefers to guide clients through advocacy and astute advisement, rather than as a salesperson fixated on straight deal-making.

“I’m honest and I’m extremely thorough—that’s the feedback I receive most often,” Bob says. “I pride myself on not taking a salesperson’s approach and I never give my clients the “hard sell”. I’m frank and I do the right thing. As a result, I keep clients for the long-term because they can trust that I’ll always be honest and forthcoming.” Furthermore, Bob has established himself as a relatively young professional who has made a name for himself in the luxury market—a testament to his incisive eye and diligent follow-through. “I really enjoy building effective, streamlined systems for my business,” Bob says. “I’m always learning and

When it comes to listing properties, Bob and his team leave no stone unturned. First, homes are prepped for market through decluttering, as well as through staging services as needed.

Then, immersive presentations are created by incorporating the highest-quality professional photography, Matterport 3D virtual tours, aerial photography, and videography that make for a memorable first impression. Leveraging his website, Bob reverse-prospects to yield interest from potential buyers, while exposure across the leading digital listing platforms and social media ensures premium visibility for listings online. Mailouts prior to a home’s debut and after its sale round out Bob’s approach, which combines tech-savvy methodology with a focus on local outreach to his sphere of influence. All told, Bob’s commitment to due diligence is well-proven and is woven into the fabric of his working style. “I never push my clients in a direction they’re not comfortable with,” he says. “I’m as honest as possible and my focus is always on the client’s best interests, rather than the commission.”

Beyond the office, Bob has given back through past work with Habitat for Humanity in the countries of Panama and Nicaragua, with hopes to establish more community-minded efforts in his adoptive Scottsdale community. In his leisure hours, he most enjoys travel, the occasional round of golf, and time spent with family and loved ones.

Looking ahead, Bob plans to continue growing his imprint steadily and mindfully, with aspirations to further expand and develop his team in the years to come. For now, he is content to lend his expertise and insights to the aspiring buyers and sellers of the Scottsdale region he calls home.

To learn more about Bob Martz email Bob@MartzGroupAZ.com, visit MartzGroupAZ.com, or call (480) 339 – 9717 www.

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JAMIE PADDOCK Jamie Paddock, Principal Broker/Owner of the Jamie Paddock Group at Elite Realty Professionals in Eugene, Oregon is on a mission to raise the bar for customer service in the real estate industry.

Her primary focus is always on client satisfaction rather than her commission check, a fact that has endeared her to her many buyers and sellers and has resulted in an ever-broadening reputation as a Realtor who can be trusted to keep her client’s needs front and center.

Jamie’s entry into the world of real estate seems almost pre-ordained. “I’ve always had an entrepreneurial mindset, even when I was ten years old,” she recalls. “If there was a school fundraiser, I was going to sell more than anyone else in the school and get a bike for a prize instead of the pencil and eraser set. I’ve always loved a challenge and problem-solving. I love making things happen that other people thought was too difficult or impossible. I honestly believe that where there’s a will, there’s a way. That has really come in handy for real estate.” For years, Jamie’s friends and family insisted she should try her hand at real estate, and finally, at the age of thirty, she did so. In 2007, she obtained her license and jumped in with both feet. She now owns and manages a brokerage and oversees an equally-dedicated team of eight people consisting of three buyer’s specialists and five administrative personnel.

Jamie’s business is based 86% percent upon repeat and referral business, a fact she is justifiably proud of. “My clients keep coming back to me,” she says, “because we treat each and every client we work with as adopted family. They know they can trust me and my team, they know we’re experts and that we can get the job done for them. We always put them first. We don’t work for a paycheck, we work for a five-star review. We want to be their Realtor for life.”

Jamie and her team have been very successful with that mission, as evidenced by their perfect five-star rating on Zillow.com, on which site Jamie is a Premiere Agent. There is one glowing review, which

reads, “Wow! Jamie has such great knowledge of the Eugene area and her team guided me every step of the way. This was my first home purchase, and The Jamie Paddock Group made it so incredibly easy. I would happily refer her and her team to all of my friends and family looking to buy or sell. I know they would be in great hands and get the BEST service possible. I totally understand why she is ranked number one in Lane County.”

Jamie is extremely thorough and professional when marketing her listings, assuring that each property – regardless of its price point – is seen in its best light.

“We spend a lot of time prepping the home, sending contractors over to get it ready,” she explains. “We pay for staging, which we always recommend, and use professional photography for every listing.” She also utilizes the internet to great advantage and leverages her huge social media presence to get her properties seen by as many potential buyers as possible, a strategy that has proven highly effective.

Jamie is also passionate about giving back to her community. To that end, she has served on the board of the Eugene Association of Realtors, and currently sits on the board of the Technology Association of Oregon, which is working toward revitalization of Eugene’s downtown area. When she’s not working, Jamie enjoys nothing more than spending time with her husband, her children, and her friends. She is also an avid foodie and enjoys availing herself of the many local restaurants.

When asked about her plans for the future, Jamie grows pensive for a moment before answering, her reply indicative of her caring and thoughtful approach to real estate. “I thought in the past that I wanted to keep growing and growing my business,” she says. “But I believe that I’ve found the sweet spot with our current business model. I’m not willing to sacrifice the client experience just to have growth and sell more properties and make more money. I’d rather focus on being better, not bigger.”

For more information about Jamie Paddock, please call 541 - 484 - 6000 or email Jamie@JamiePaddock.com 42

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The Daily Schedule

of a Successful Real Estate Agent Everything you do should be intentional. A busy schedule isn’t the same thing as a productive schedule. Sometimes people write things like “find clients” on their to-do list, but finding clients isn’t actually a task. It’s a goal. Your daily schedule should be created with your goal in mind if you want to be a successful real estate agent, but a goal is too broad to add to your calendar.

Instead, you can break your goal down into projects, break those projects down into tasks, and schedule time in your calendar to complete each task. You’ll find that some of these projects will have an immediate impact on your business, and that those are the tasks that should be completed first.

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The fact is that as a real estate agent you can set your own schedule—if you’re not productive until 10am, then you don’t have to start your day until then. But having a daily schedule means that every day you have a running start on all those other agents who just “wing it.”

You don’t want to feel burned out and busy but like you’re simultaneously not getting a whole lot done. You can only keep up 70+ hour weeks for so long before your body breaks down and both your performance and income drop as a result.

Since every real estate agent’s operating hours look different, the following daily schedule is broken up by the suggested amount of hours you

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should spend on each task rather than specific times of day. However, certain tasks, like prospecting, appointments, and listing presentations should be performed at times when it’s most convenient for clients. If you’re an agent who likes to end their workday at 5 o’clock, remember that this is also the same time your clients are likely ending their day, meaning you might be unavailable for showings during the only time their schedule allows.

3.5 hours – This is that time of day that you should schedule all your appointments and listing presentations. If you are a newer agent, you might use this time instead to do more prospecting and appointment setting.

1 hour – Spend this time waking up, exercising either at home or at the gym, and eating breakfast.

2 hours – Now it’s time to unwind. Use this time to have dinner and spend time with you family. If you have children, this is usually the time of day when they are wrapping up homework assignments and getting ready for bed.

It’s important that you make time for these moments the same way you make time for your work.

2 hours – Use this time before you head to the office to develop a morning routine, if you haven’t already. You can meditate, journal, practice affirmations, or read personal development books to prepare for the day ahead.

1 hour – Once you’re at the office, spend this time to review the day’s schedule, catch up with your assistant or other colleagues, and check the latest industry news. This is also the time of day that you can role play to prepare for appointments.

1.5 hours – Spend this time prospecting and appointment setting.

1 hour – Now it’s time for a lunch break. If you’re a multitasker, you can also use this time to prepare for the afternoon and any meetings you have scheduled or connect with followers on social media.

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.5 hours – Look over the day’s schedule again and ensure you’ve checked every task off your to-do list. While you’re at it, be sure to review tomorrow’s schedule and goals too.

2 hours – Spend these last couple hours before you fall asleep to have quality time with your spouse or perform your self-care routines.

8 hours – Now it’s time for sleep—getting a full night’s rest is crucial if you want every day to be productive.

As you can tell, there’s still some wiggle room left in this schedule, but the important thing is to block out time every day so you can achieve your goals and help your clients.

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DAVID PIPPIN David Pippin always had an interest in the real estate world. Back in 2010, he was working with a real estate trust when he finally decided to make the leap and earn his license. In the eight years since he launched his career, David has built a thriving business and cemented himself as a consummate professional defined by integrity, personalized client care, and a proven track record of success. Additionally, David has earned numerous accolades along the way, including EXP Realty’s Icon Agent Award and as a member of the Million Dollar Club.

David grew up in Atlanta and now lives in East Lake, serving clients from Grant Park to Decatur and everywhere in between. Thus far, David has managed to net 65% of his business through repeat and referral clientele—a sizable contingent that demonstrates his effective working style. To account for this, David cites superlative client care, authentic relationships, and a community-oriented approach as the foundational characteristics of his professional philosophy. Likewise, David’s prior professional background in hospitality affords him added insight when it comes to delivering on his clients’ needs. “My customer service experience sets me apart,” he says. “I try to create the absolute best experience for every single client I work with. I consider my clients lifelong, and I focus on their wants, needs, and finding the right house for them that will make for an excellent investment.”

Communication also play a central role in David’s practice and he makes an effort to stay front and center with clientele, building lasting relationships founded on warmth and honesty. “I keep in regular contact with my clients on a personal note, rather than just centered around real estate or sales,” he says. “Oftentimes we become friends. I make consistent, genuine contact and relationships naturally develop.

It’s not just about me; it’s about making my sphere better, too.” To further stay in touch, David takes time every week to draft personal, handwritten letters to his client base. Likewise, he shares city-related news, hosts two client appreciation events yearly, and reaches out to catch up on a steady basis.

When it comes to listing properties, David accounts for both digital and traditional marketing streams. First, he ensures all properties headed to market are showcased in their finest light through professional photography. Then, he leverages targeted ads and premium placement across social media and the leading online listing platforms to produce maximum visibility. On a local level, Coming Soon and Just Listed signage, in addition to neighborhood door-knocking and open house style events create area interest. What’s more, David touches base with his professional sphere of over 200+ regional agents to mine prospective buyers already on the house-hunt. All told, David leaves no stone unturned, and properties enjoy premium exposure both in person and online.

Giving back to his community is a central tenet in David’s life. To contribute to the local landscape, David participates as a Big Brother for the Big Brother Big Sisters of Metro Atlanta. Having recently moved from his long-time neighborhood of Grant Park to his new home of East Lake, he also recently joined the East Lake Neighborhood Association. “I try to get involved in whichever area I live in,” he says. “Not only do I get to meet the people in my neighborhood, but I’m also able to help improve the place we call home.”

Looking ahead, David has plans to continue growing his business steadily, with an eye on the hallmark client care his enterprise was built upon. David also owns a home in Hilton Head, South Carolina and hopes to branch out and offer his real estate expertise to this additional region. In his remaining free hours, he most enjoys gardening and spending time on the family homestead alongside a roost of chickens and two goats. He is also an avid restaurant enthusiast and hiker, soon set to tackle the Appalachian Trail.

Finally, with nearly a decade of esteemed service behind him and an unflagging enthusiasm for his work, David Pippin considers what he values most about his chosen field. “Every day is different,” he says. “I love my clients and I love this city. I grew up here and I know the area like the back of my hand—from the school districts and restaurants to fun things to do around town. I love being able to explore and share this area with my clients, giving them a sense of comfort and confidence as I help them find what they are looking for.”

To learn more about David Pippin email DavidLPippin@gmail.com, call (404) 643 – 2563, or visit HeirloomProperties.com www.

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