NEW ENGLAND 1-24-22

NEW ENGLAND EDITION

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TIPS TO GET NEW CLIENTS

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REASONS WHY YOUR PROSPECTS AREN'T TURNING INTO CLIENTS COVER STORY

KEVIN KEATING

FEATURED AGENTS

ELAINE PARRUCCINI LISA THOMPSON

TIPS ON BEING A GOOD TEAM LEADER

Things You Can Do To Anticipate Your Client's Needs

NEW ENGLAND EDITION

LISA THOMPSON ELAINE PARRUCCINI

WhenCounty’s Lisa Thompson got her Realtor’s® Parruccini is one of Fairfield 7 17 years ago, those who 17 knew rusted and recognized license top producing She’d already been state agents. With overher30weren’t years surprised. of going devotion house hunting just for the fun of it. ence, Elaine’s unparalleled “I’dbuy always had an interest in real estate,” ping her clients sell and homes Lisarecognized explains. “I enjoy decorating, which reason she is consistently helped me get nked as an award-winning agent withsome ideas. I’m also someone who enjoys meeting and talking to people, ess repeat clients. so becoming an agent made a lot of sense.”

organized, has Elsewhere, Elaine is just as attentive 18 and is very res assisting her buyers, leaning on her d tions.the I would of experience to uncover righth for their best interests. In fact, she he keeping in touch, withLisa bothadvises her selle theirare home to ap buyers, long after the deals done th and for the pro regular check-ins, annual apprec use to market t events, and her own popular monthly cial media, and letter—all to keep her clients apprised estate websites is a Realtor and Sales Vice President market and make sure they are satisf the agents and p Today Lisa represents clients across New William Raveis Real KEVIN Estate,KEATING where she their new homes.

ELAINE PARRUCCINI LISA THOMPSON Haven and Middlesex counties with Calcagni Real sphere—a considerable ne clients throughout Stamford, Norwalk, Estate, including North Branford where she grew up. decades of experience. Wh Canaan, Greenwich, Darien, Fairfield, In her career, Elaine has earned a fa She’s built a very successful business with nearly 100 plete, she stays in touch wi n, and Wilton. In her 30 years of expereputation throughout Connecticut, w percent of her transactions currently coming from ing out on special occasio CONTENTS she has truly seen it all, possessing the majority of her volume coming from either repeat clients or referrals. It’s a sweet position to anything they need. ise, negotiation skills, and and referrals. ® , but Lisa clients has worked very hard On pace to complete $24 mil bebusiness in for anyacumen Realtorneeded igate even 4) the 7toughest transaction. in remains on wha REASONS WHY 19) 5 2021 TIPSalone, TO she over the years to earn that loyaltyvolume and trust.

When she focused isn’t working, tersGET most:NEW the client relationship.

“Studies th YOUR PROSPECTS AREN'T CLIENTS with her family andshow their G listing a property, Elaine consults her vastofmajority people also can’tenjoys remember Red TURNING INTO CLIENTS “I’ve always goneclients in withonthe goal creatingof a lastgoingtheir out to g their home competitively sell since she name within years ofCAN their transaction,” she ing to relationship withshares, every person I help.

I’mfive a good and traveling on cruises, 22) THINGS YOU ng a home is bothTIPS an artON and a science,Aand numthrough the years, I’ve been ableAs to for become communicator, andthe I get back to“But clients right away to Island, Aruba. the f 14) BEING DO TO ANTICIPATE e factor that most homebuyers use to determine friends with most of my buyers and sellers.

I’m answer any questions they have throughout the pro- NEEDS plans to keep growing, bu GOOD TEAM LEADER YOUR CLIENT'S homes they want to view.”

Elaine also utilizes a touch with clients from more than yearshonor ago bh cess. I’ll go out of my way to make sure they have that she can30 always sional stager to highlight the attributes of aand home I care.” a great experience, I thinkthey theyknow appreciate that. ing the high quality of ser howcase its full potential before it on The main getting reward for methe is seeing the excitement on to be known. t. She emphasizes that astaging a home is a very Outside her home, career,orElaine is deeply committed client’s face when we close on their new ant step in the home selling process, staged Onfuture top of having served as an advoc sell a home thatwith allows them tocommunity. move into the Phone 310-734-1440 | Fax 310-734-1440 often selling faster and they’ve for moreplanned money.for themselves.” victims of domestic violence, she supports animal mag@topagentmagazine.com | www.topagentmagazine.com shelters throughout Fairfield County, as well as in No portion of this Her issue may be reproduced in anyequips manner whatsoever without prior consent ofto the publisher.

Top Agent her with a digital marketing expert, Elaine states.

Looking ahead, she also hasMagazine strong plans f friendliness, professionalism and commitment is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top ients with Agent a cutting edge marketing strategy future her business. her clients’ needs for recently earned recognition as As her real estate business c Magazine cannot be held responsible opinions expressed orher factsof supplied by its authors. change address, inquiry to mag@topagentmagazine.com. ed to ensureTo asubscribe homeor receives thesend maximum posto flourish, shebyintends on adding to her team a Five Star Real Estate Agent, ues an honor awarded Published in the U.S. xposure through a highly targeted blend of digital her digital marketer and assistant while elevati Five Star Professional.

A look atwith her reviews explains cial media campaigns. Along the happy way, Elaine uti- gushing work within theiscommunity. why. One homebuyer’s praise typ® “Lisa is an amazing Realtor . I had mentioned proven resources like ical: professional photography, 2 Top Agent Magazine to her websites, that I wasQR thinking starting look for graphy, personalized property codesabout But more to than anything, Elaine is excited for th a house and she emailed she saw that a house ostcards to the surrounding communities, givingme when connections await. “To me, real estate is ab

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7 Reasons Why Your Prospects Aren’t Turning Into Clients Real estate experts suggest prospecting daily so that your sales pipeline never runs dry.

But sometimes all that effort doesn’t translate into results. If your prospects aren’t becoming clients, there’s a reason, which is better than it sounds because that means you can fix the problem.

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1. You’re Too Slow The Association of Real Estate License Law Officials estimates that there are about 2 million active real estate licensees in the United States alone. Of course, not all these individuals are working in the same markets. Nonetheless, that

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If your prospects aren’t becoming clients, there’s a reason, which is better than it sounds because that means you can fix the problem.

means that realtors face a lot of competition. If you are slow to respond to messages from prospective clients, someone else is sure to beat you to it. As a rule of thumb, it’s best to return calls and emails within 24 hours.

If you’re too busy working with active clients to return the phone calls and emails of prospective clients, consider hiring a real estate assistant who can help take administrative or marketing tasks off your plate.

2. They Don’t Trust You There are different reasons why a client might not trust you, some of which overlap with others on this list. When a client asks you a question, do you answer it directly or do you sidestep it?

Do you have testimonials and reviews from happy clients publicly available? Do you have an online presence? Social proof of your skills and knowledge is key.

3. You Don’t Seem Knowledgeable Enough Is your client constantly coming to you with new listings or marketing ideas rather than the Top Agent Magazine

other way around? Do they mention real estate and finance terms you’ve never heard of or ask you questions you’ve never thought to ask yourself? Every agent starts somewhere, but if this seems to be a pattern, it’s one clients will pick up on too.

Your clients want to know that you will add value to their home buying or selling experience, and part of that value is your expertise and passion.

4. You Have No Web Presence It’s not enough to be on Zillow or have a Facebook page. There are clients who don’t use these platforms, and at the end of the day, you don’t own the content or your access to it. Both platforms could suddenly go out of business and any following you’ve gained could be lost.

It doesn’t cost much to create and maintain a website today. If customization matters little to you, sometimes you can even get up and running for free. At the very least, it’s a good idea to invest in a domain name because yourwebsite. wordpress.com looks a lot less professional than yourwebsite.com.

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5. You Don’t Seem to Care When clients don’t think you care, it usually means they don’t feel like you are listening.

You may have systems, processes, and a proven marketing strategy. You may like to get right down to business, but to your client, this isn’t just business—it’s their life and their family’s livelihood.

When your client tells you what’s important to them, they want to make sure that you really hear them. Make sure your body language conveys that. Slow down. Shut your office door.

Make eye contact, nod your head, and pause before you speak so that they understand that you’ve put thought into your words—that they aren’t simply lines from a script.

6. You Use Too Much Jargon Remember that your clients don’t speak real estate. At most, they might buy or sell a home once every few years. They hired you to be their advocate and may even expect you to be a bit of a teacher too. Use layman’s terms so that your

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client fully understands how the two of you will work together.

7. Your Target Audience Is Everyone Your clients are home buyers and sellers, yes, but who is your ideal client? Some specialties you might consider are college students and recent graduates, working professionals, military families, seniors, CEOs, or other high-profile clients.

As a newer agent, your target audience might be anyone who will hire you, but over time, you might find that you click more with certain clients, that their lifestyle is similar to yours, or that their goals align with your mission. Whatever the reason, marketing your business to this “ideal client” rather than every potential client will make selling your services easier.

Remember: It’s within your power to alleviate your client’s concerns, but understanding why your prospects aren’t turning into clients is a good start.

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KEVIN KEATING

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“I place emphasis on working hard for my clients and spending time with them to make sure that their deals go through smoothly.”

Wanting to carve out his own path in life, Kevin Keating was drawn to the real estate world. “I graduated from college and was recruited to work at a nonprofit, which dissolved after a couple of years,” he explains. “I told myself this was the 8

last time that would happen to me. I wanted to be in control of my destiny.

So, I studied and passed the real estate sales exam.” Over three decades later, Kevin owns and manages a referral-based independent business called Top Agent Magazine

Keating Brokerage located in Milton, Massachusetts. By going above and beyond expectations and developing lasting relationships with all he serves, Kevin has made impressive strides during his career.

“I place emphasis on working hard for my clients and spending time with them Top Agent Magazine

to make sure that their deals go through smoothly,” he explains. “I do not focus on my production volume.” By making his buyers’ and sellers’ happiness his top priority, he ensures every person feels taken care of and supported.

“Every home is different, every client is different, so I determine the best way to 9

approach every transaction and customize it to their needs.” When looking at a seller’s property, Kevin decides what type of buyer is best suited for it, and tailor-makes a marketing plan to appeal to them. Through social media, the local Multiple Listing Service and real estate websites, Kevin spreads the word about his listings and can obtain the highest offer possible in the shortest amount of time. He also gets to know his buyers on a deep level, understanding exactly what they are looking for so he can get them into the home of their dreams. The

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relationship with sellers and buyers goes beyond the transaction as Kevin remains a resource for both.

Those who choose Kevin never regret their decision, as he does everything possible to make it an enjoyable experience. One buyer recently raved, “Kevin is an exceptional real estate professional.

When we were ready to begin the search for our first home, we interviewed 5 different agents and Kevin was easily our first choice. After a couple of months in a competitive market, he helped us land our

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perfect starter home. Kevin was always incredibly responsive, patient, honest, down-to-earth, and informative. We will definitely return to Kevin the next time we look to buy or sell.”

The greater Boston area holds a special place in Kevin’s heart, so he always makes sure to give back. “A couple of years ago I finished ten years of voluntary service with Milton Youth Hockey. When I resigned, I had served three years as the president,” he says. “I loved working with the youth and helping make the program into the largest in the state of Massachusetts. He also donates to other Top Agent Magazine

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FAMILY, FAITH AND COMMUNITY youth programs and remains active in the community as a town meeting member. The father of two sons, one who is a student at Northeastern University and the other is a senior in Milton High School, Kevin knows how important it is to provide young people with the tools for success.

As time marches on, Kevin is excited

to see the future of real estate unfold. “I love Milton and the surrounding communities, and it has been so rewarding to see them grow and blossom over the years. There is no limit to what these communities can achieve, and I look forward to being a part of their success”.

No one will work harder for you than Kevin Keating!

For more information about Kevin Keating, please call 617-698-7700 or email kevin@keatingbrokerage.com 12

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Tips on Being a Good Team Leader Your business is booming, so much in fact, that you’ve finally made the decision to start a team. You’ve made sure it’s financially feasible, and you’ve found the right people, but there is still one other component of a successful team. And that’s an effective leader. It’s your job to not only generate business, but to motivate your team, which in turn increase productivity. Here are a few simple tips on being a good team leader.

1. Evaluate each team member, making sure to utilize their strengths Hiring the right people is one of the first steps in creating a successful team, but once you have those people it’s really 14

important to figure out where they best fit into the operation. Having every team member be an ‘expert’ in their part of the process leads to seamless transactions and a business that runs like a well-oiled machine.

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Of course it’s also important to create a supportive atmosphere that allows team members to stretch beyond their comfort zones, under your guidance. It’s to the whole team’s advantage when people take initiatives to up their game by taking additional training or mastering a new and innovative technology that can improve productivity. The key is to constantly evaluate not only your systems but the people running them. It’s your job as a leader to encourage that personal growth while making sure to always protect against any major misfires. Which leads us to…

2. Always reevaluate what is and isn’t working It’s a good idea to have a weekly meeting where the whole team can convene and go over any snags they may have hit in the systems that you developed when starting your team. Your team is in the trenches with you and since everyone probably focuses on a different aspect of the transaction, it’s important to make sure things are working on every level. Make sure copious notes are taken during these meetings so you have a track record of what was suggested, as well as a history of things that may have been tried and the results.

Another good thing to focus on in these meetings is goal setting. Set weekly and monthly goals, and use the meetings to discuss what’s being done or needs to be done to meet them. When goals are met, it’s a great bonding experience for everyone. When they aren’t, it’s a moment to learn how you can do better in the future.

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Don’t forget to always take in what you can do to be a better team leader as well.

3. Stay connected and in communication These are your team members! There’s more to that than just a label. Be connected to them on a daily basis. Clear, open and honest communication is important on a busy team and that’s much easier if you actually like and trust your co-workers.

Sure you want to succeed for yourself, but knowing that other people you respect are counting on you, is an additional motivating factor, that is certain to lead to everyone going above and beyond creating a wildly successful business.

4. Be inspiring and supportive If you’re enthusiastic about what you’re doing, it really will be infectious. Encourage innovation and creativity. Yes, systems and consistency are great but don’t let your team get in a rut either.

Support their individual careers, always encourage them to go for more, let them rely on you for mentorship. If they sense that you want each member to succeed as much as you have, you won’t find more loyal employees. And perhaps most importantly focus on what’s being done right. Don’t be the boss that just points out things they don’t like. Let them know when they’ve done an amazing job and be specific about what it is. Make them feel valued and they will become a valuable asset to you and your business.

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Laughs!

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ELAINE PARRUCCINI Elaine Parruccini is one of Fairfield County’s most trusted and recognized top producing real estate agents. With over 30 years of experience, Elaine’s unparalleled devotion to helping her clients sell and buy homes is the reason she is consistently recognized and ranked as an award-winning agent with countless repeat clients.

Elaine is a Realtor and Sales Vice President with William Raveis Real Estate, where she assists clients throughout Stamford, Norwalk, New Canaan, Greenwich, Darien, Fairfield, Weston, and Wilton. In her 30 years of experience, she has truly seen it all, possessing the expertise, negotiation skills, and business acumen needed to navigate even the toughest transaction.

When listing a property, Elaine consults her clients on pricing their home competitively to sell since she shares, “pricing a home is both an art and a science, and the number one factor that most homebuyers use to determine which homes they want to view.” Elaine also utilizes a professional stager to highlight the attributes of a home and showcase its full potential before getting it on the market. She emphasizes that staging a home is a very important step in the home selling process, with staged homes often selling faster and for more money.

Together with a digital marketing expert, Elaine equips her clients with a cutting edge marketing strategy designed to ensure a home receives the maximum possible exposure through a highly targeted blend of digital and social media campaigns. Along the way, Elaine utilizes proven resources like professional photography, videography, personalized property websites, QR codes and postcards to the surrounding communities, giving her clients an added advantage. But she also connects her listings to those within her extensive professional sphere, ensuring a seamless transaction directly catered to each seller’s needs.

Elsewhere, Elaine is just as attentive when assisting her buyers, leaning on her decades of experience to uncover the right home for their best interests. In fact, she enjoys keeping in touch, with both her sellers and buyers, long after the deals are done through regular check-ins, annual appreciation events, and her own popular monthly newsletter—all to keep her clients apprised of the market and make sure they are satisfied in their new homes.

In her career, Elaine has earned a fantastic reputation throughout Connecticut, with the majority of her volume coming from repeat clients and referrals. On pace to complete $24 million in volume in 2021 alone, she remains focused on what matters most: the client relationship. “Studies show that the vast majority of people can’t remember their Realtor’s name within five years of their transaction,” she says.

“But through the years, I’ve been able to become good friends with most of my buyers and sellers. I’m still in touch with clients from more than 30 years ago because they know I care.”

Outside her career, Elaine is deeply committed to her community. On top of having served as an advocate for victims of domestic violence, she supports animal rescue shelters throughout Fairfield County, as well as in other states. Looking ahead, she also has strong plans for the future of her business. As her real estate business continues to flourish, she intends on adding to her team along with her digital marketer and assistant while elevating her work within the community.

But more than anything, Elaine is excited for the new connections that await. “To me, real estate is about so much more than simply making a commission. Rather, I make it a point to be there for my clients every step of the way, provide them with ongoing services, and help them accomplish their goals in the market.”

To connect with Elaine Parruccini, please call (203) 921-8045, email eparr@aol.com, and visit elaineparruccini.com Top Agent Magazine

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LISA THOMPSON When Lisa Thompson got her Realtor’s® license 17 years ago, those who knew her weren’t surprised. She’d already been going house hunting just for the fun of it.

“I’d always had an interest in real estate,” Lisa explains. “I enjoy decorating, which helped me get some ideas. I’m also someone who enjoys meeting and talking to people, so becoming an agent made a lot of sense.”

Today Lisa represents clients across New Haven and Middlesex counties with Calcagni Real Estate, including North Branford where she grew up.

She’s built a very successful business with nearly 100 percent of her transactions currently coming from either repeat clients or referrals. It’s a sweet position to be in for any Realtor®, but Lisa has worked very hard over the years to earn that loyalty and trust.

“I’ve always gone in with the goal of creating a lasting relationship with every person I help. I’m a good communicator, and I get back to clients right away to answer any questions they have throughout the process. I’ll go out of my way to make sure they have a great experience, and I think they appreciate that.

The main reward for me is seeing the excitement on a client’s face when we close on their new home, or sell a home that allows them to move into the future they’ve planned for themselves.”

Her friendliness, professionalism and commitment to her clients’ needs recently earned her recognition as a Five Star Real Estate Agent, an honor awarded by Five Star Professional. A look at her reviews explains why. One happy homebuyer’s gushing praise is typical: “Lisa is an amazing Realtor®. I had mentioned to her that I was thinking about starting to look for a house and she emailed me when she saw a house coming on the market in the neighborhood I wanted.

We were first time homebuyers and she was great at walking us through the process. She is great at negotiating and protecting her clients. She is highly 18

organized, has great attention to detail, and is very responsive to calls and questions. I would highly recommend her!!!”

Lisa advises her sellers on how to prepare their home to appeal to the average buyer, and for the professional photos she will use to market the listing on the MLS, social media, and all of the dedicated real estate websites. She also reaches out to the agents and potential buyers within her sphere—a considerable network given her nearly two decades of experience. When the transaction is complete, she stays in touch with all of her clients, reaching out on special occasions or just to see if there is anything they need.

When she isn’t working, Lisa loves spending time with her family and their Goldendoodle, Bentley. She also enjoys going out to dinner, listening to music, and traveling on cruises, especially to her favorite Island, Aruba. As for the future of her business, she plans to keep growing, but at a manageable rate, so that she can always honor her commitment to providing the high quality of service for which she’s come to be known.

To contact Lisa call 203-234-1821 ext. 1458, email Lisa_Thompson@calcagni.com or visit calcagni.com www.

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5 Tips to Get New Clients If you’ve been in the industry for a while, you’ve probably built up a healthy percentage of repeat and referral business.

Although it can be tempting to just maintain those relationships rather than generating new business, there’s something to be said for staying on top of Top Agent Magazine

your game by never resting on your laurels. Actively pursuing new clients is not only a way to generate more business, but depending on how you do it, it could even lead to a profitable new niche. Here are just a few ways to build up your new client base.

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1

Become a referral partner with industry peers

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Cold Call Expired and FSBO Listings

Everyone from mortgage lenders, to financial planners, to insurance agents, can be potentially lucrative referral partners for a Realtor®. You may already have great relationships with some that just need to be more formalized. But, you don’t just want to partner with anyone, make sure these are people you also feel completely comfortable referring your clients to - people who share your values and work ethic.

Another avenue to consider is divorce attorneys – yes, you heard that correctly. Helping people go through this difficult period actually requires a very specific skill set.

You need to be able to handle the legal aspects, as well as the emotional ones. There are numerous training courses you can take if you decide to take this route, which could end up being a lucrative and much-needed specialty.

This is a route a lot of agents take when they are just starting out, that usually leads to great success. You probably haven’t cold called since you started out, and this is a great skill to build up again.

It will not only sharpen your sales skills, but could generate a lot more business.

People with For Sale By Owners (FSBOs) and expired listings, are usually very motivated to sell. This is a great chance for you to really hone in on why they need to hire you. Do you offer innovative marketing plans? Access to a large sphere of influence? Expired listing clients are looking for ways to sell a property that seems impossible to move. With FSBOs, you need to show them how you can get them more money in their pocket, even 20

with paying you a commission. Pursuing both will really engage your mind to think outside of the box, which will not only get you more business, but make you better at what you do.

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Partner up with a Relocation Company

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Become a Builder’s Realtor® of choice

This is another niche market that you can really capitalize on if you want to pursue a new specialty. But, it is a specialty, so getting educated on the process will help you generate the business you want. It’s a complicated area of real estate, you’ll often

times be helping to facilitate dual transactions, as you try and secure a property at the same time you are helping your relocation client sell their previous home. This specialty is becoming an in-demand skill in areas that have major corporate headquarters.

This can be a real score for any Realtor®.

The competition might be fierce to land a client like this, but there are numerous ways to make yourself stand out from the rest.

Gain certifications and become knowledgeable about the construction process. Be wellversed on what trendy materials, features, and finishes will add value to a property.

Get the builder on board with you by offering to take just a segment of the subdivision then wow them with your marketing skills.

Take on properties they haven’t been able to sell. You can even offer to throw an open

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house for them. This is another way to show them the level of service they can expect from you. These clients might be harder to land, but the payoff will be enormous.

Create a Website that Offers Real Value to Potential Clients

Perhaps the most useful way of getting contact information for people looking to sell is by adding a home valuation feature to your website. When people are first considering selling their home, finding out how much

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it is worth is one of the first questions they want answered. By becoming a resource to potential clients (and current clients!), you just might be the first person that comes to mind when they’re actually looking to sell.

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Things You Can Do to Anticipate Your Client’s Needs First and foremost, the real estate industry is a customer service business. The key to any successful real estate business is one that can build a reputation by providing an unsurpassed level of care. That usually means a transaction that is seamless and stress-free as possible throughout the whole process. Your client’s experience is what keeps them not only coming back, but gets them to recommend you to their friend and family.

tise. By showing you can not only anticipate their needs, but have insight into any potential problems that might arise, they will have complete confidence in you. Achieving that level of trust is the key to a transaction that is as stress-free as possible.

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

From the moment, you meet a po-tential client, your goal should be to find out not only what they are looking for as far as their real estate

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GET TO KNOW YOUR CLIENTS ON A PERSONAL LEVEL

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goals, but who they are as a person. Listening and asking the right questions from the start is one of the most important aspects of the job.

You almost have to become an amateur psychologist, really honing in on the emotional reasons behind their real estate transaction.

Taking time upfront not only gives you valuable insight into your client, but it is the first impression your clients have that you truly care about them, and that this isn’t just another commission check for you. This goes miles in helping them feel comfortable enough to rely on your guidance.

Knowing who your client is on a deep level will help you navigate the transition ups and downs, allowing you to anticipate the best way to handle it.

SPOT POTENTIAL PROBLEMS AND PROVIDE SOLUTIONS Having insight into your client’s per-sonality type will come in handy when you anticipate an upcoming snag in the transaction. Most people find the process to be stressful even under the best of circumstances. One of the best rules of thumb is to always provide the solutions to anticipated problems when you present them to the client.

This should be the case even when the problem isn’t on you. Anything that can ruin a client’s overall experience can reflect poorly on you, whether you deserve it or not. This is a business philosophy called “zero risk”. You don’t want to take any chances with having an unsatisfied customer.

This is where your experience in the business pays off. You’ve probably seen most things and can easily anticipate problems that are Top Agent Magazine

likely to delay the process. Remember you are in charge. You are the expert. And, remember, part of avoiding potential problems is making sure your client knows what to expect upfront, always communicate openly and honestly.

Telling people what they want to hear and knowing you can’t deliver it, is destined to fail, and will always reflect poorly on you.

FIND WAYS TO EXCEED EXPECTATIONS Recognizing ways to exceed a cus-tomer’s needs is just as important as looking out for potential problems, when it comes to creating an exceptional experience. Have a vetted list of trusted service providers. Be hands on.

There are Realtors® who are out there helping clients pack, mowing lawns, and picking kids up from school. They are there for a client in ways that are unexpected. Having one thing taken off your plate during a stressful period in your life can feel like a lifesaver and is not soon forgotten. It is those “little” things that will turn a client into a lifelong advocate for your business.

TAKE IN FEEDBACK A good service provider is always trying to do better. Many Realtors® have clients fill out surveys after the transaction is over. This serves two purposes. It helps you become better at your job and it shows your clients that you care about them and their opinions. You can also use social media to get feedback via analytics and interactions. All of this information can then be used to create better customer experiences in the future. After all, this is a customer service industry. Treat it like one and you’re bound to succeed.

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