NEW JERSEY 7-12-21

NEW JERSEY EDITION

5 Lessons from Silicon Valley to

Modernize and Monetize Your Business

CONCIERGE CARE:

Services that Lure Clients and Transform Your Reputation FEATURED AGENTS

GABRIEL GARCES LISA GORDON NICHOLAS LAMSON

Uncommon Contact:

CONNECTING WITH CLIENTELE THROUGH SOCIAL MEDIA

COVER STORY

MATTHEW TULLY

NEW JERSEY EDITION

NICHOLAS LISA GORDON Lisa Gordon began her real estate career With a desire to help others, Nick Lamson years ago, when she was 15 living in 20“I entered the real estate business in 2017. upstate New York. “I had been in sales working as a police officer, and always of some sort all was my life,” Lisa recalls.

“I always loved homes, andtoI dealt with wanted be an agent, so I decided to get antiques all the time.

I had an interest my license,” he explains. He soon found in real estate, so I got my license in David DePaola & Company Real Estate, New York and started my career as a where he was given the tools to hit the Prudential agent in the Albany-Saratoga area.” Lisa eventually moved to New ground running.

Today Nick has made real Jersey, where sheestate began his working as a focus, serving Mercer full-time TULLY GABRIEL GARCES LISA GORDON listing agent, and where she introduced County in New Jersey and surrounding a new and unique aspect to her business.

Throughout the process, Lisa builds youra agen rapport with her clients.23 “We like what provide in we do, because it’s a seamless service surroundi for our clients, and it’s so interesting for us too,” she explains. “I love meeting property. families and getting to know them. all As texts, we go through the estate sale, we gain an were man understanding of who the family is, and it’s incredible to be part of that. representi We’re blessed to have that opportunity.”through e

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MATTHEW

LAMSON

NICHOLAS LAMSON

GABRIEL GARCES

and helpe

When it comes to marketing, Lisa says, Nick is t “We do a lot of online advertising. We areas. A growing portion of his business advertise our listings through ourgreat estate wa “When I came back to Newfrom Jerseyrepeats and got my salewhich business as well. We have had up to 300 would people hig derives andlicense referrals, here, I also started an as estate sale company,” waiting in line to get into our estate sales, and we have to stands a testament to hisLisa client-oriented looking explains. “I had been doing some estate liquidation a following of people who attend our sales on a reguapproach and superior service. lar basis. We will get buyers who come into the house along with my real estate business in New York, so at When Nick that point I decided to take it to the next level. I started a during the estate sale, and we often sell the houseisn’t at thatwork company, which I“I’m built from the ground up for theNick next says. time,“I or like at least a pool who have interest patient and I listen,” to get find out of buyers Masonic Lodge in Ho 8 years.” That business doubled in size every year, and in the home.” exactly what my clients are looking for so I can make in charity work, blood eventually Lisa combined it with her appraisal business them happy.

I equate that to being a police officer, munity events. During to form Premier Estates and Appraisal. “Between the In the future, Lisa says, “Instead of expanding our area, 4) PLAYING THE REALand ESTATE 18) 5 LESSONS FROMplaying SILICON because thatwefield I had to listen beforelikeI reacted.” bagpipes, two companies the real in estate, learned to comwe would to concentrate more on the historicalor sp bine them all and make it work as more of a package homes in our area.

Because of our background Knowing that his clients are going through what can be MATCHMAKER—FOLLOW THESE VALLEY TO MODERNIZE AND with deal,” Lisa says. a stressful time in life, Nick doesappraisal of antiques and fine furniture, we’re ableyears, to everything possible In the coming 8 DATING RULES TO ENSURE MONETIZE BUSINESS market those YOUR properties very well and we have a great to make it an enjoyable experience.

“I just like to keep entirely based on refer with her team, known as the Everything Homes feel for their lineage, where they came from, and their YOU MATCH Along YOUR CLIENT everyone high anxiety situation for folks as knowledge. Wherever Team, Lisa primarily servescalm, South it’s and aCentral New architectural style.”

WITH THE PERFECT HOME 21) CONCIERGE CARE: Jersey. Her clientsit’s come to her and her team to he takeexplains. care a large purchase,” “I plan everything edly find joy in every m home’s contents Aboveinvolved all, THAT Lisa wants to continue helping herfind clients FOR THEM of the entire process, and from keepselling it all the organized, so SERVICES everyone can LURE feel help people a hom CLIENTS to selling the home itself. “We’re called the Everything achieve their goals. “What you really depend on an calm and collected.” For hisAND buyers, this means search- YOUR sell their current prope TRANSFORM Homes Team because we do everything homes,” Lisa agent for is their ability to get you from Point A, all the ing for their ideal property and negotiating so they get nextare chapter.” says. “WeCONTACT: do everything from getting your home ready way to the closing,” she says. “You relying on the 13) UNCOMMON REPUTATION for sale to sellingthe the best contents, and selling the professionalism andenjoy the knowledge to get it from start deallisting possible.

Meanwhile, his sellers CONNECTINGhouse, WITH CLIENTELE and helping you liquidate the entire property finish.”going in front exceptional marketing, with their tolisting and estate.”

THROUGH SOCIAL MEDIA

CONTENTS

of numerous potential buyers. “I utilize all types of advertising methods, including social media, my webTo find out more about Gordon, please call 856-673-8780, site, flyers, billboards andLisa more.”

email everythinghomes2@gmail.com, or visit EverythingHomes2.com

Phone 310-734-1440 | Fax 310-734-1440 After working with Nick, buyers and sellers never hesitate to spread the word about their experience. One mag@topagentmagazine.com | www.topagentmagazine.com www.

recently said, “We would like to express our sincere Copyright Top Agent Magazine

No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent gratitude to Nick Lamson from David DePaola Agency Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published us find our new home.orNick took thebytime materials, Top Agent Magazine cannot befor heldhelping responsible for opinions expressed facts supplied its authors. to getto to know us and understand what we were looking To subscribe or change address, send inquiry mag@topagentmagazine.com.

For for in a property. Nick’s low key, no pressure style Published in the U.S.

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was exactly the approach to make our experience less stressful. He was patient, knowledgeable and upbeat at all times, what a truly great person to represent

more a please c email nicklam or visit Nic

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www.

mailto:mag@topagentmagazine.com http://www.topagentmagazine.com

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Playing the Real Estate Matchmaker –

Follow These 8 Dating Rules to Ensure You Match Your Client with the Perfect Home for Them When you think a bit more about it, the ultimate goal of a real estate agent serving a client is really to match them up with the perfect house for them, almost the way a matchmaker tries to find two people that will fit well together as a couple. When people are looking for a house, they often treat the process as a quest for “the one” house that will fulfill their dreams of living in the house of their dreams. Don’t be fooled. It is always a search for “the one”, at least when it comes to helping a couple or family find a home.

When you look at your client’s search for a home in this manner, then you might begin to notice some pretty obvious similarities 4

between shopping for a home today and online dating. In this day and age most people live a substantial part entire lives online. People socialize with their friends on Facebook, they meet potential friends in forums and online communities, and we now even search for our perfect mate online. Shopping for a home also happens to usually start online. When they begin this search, make no mistake; they are looking for the “one.” These people then turn to you, the REALTOR® to play matchmaker for them. It is your job to wade through the pool of eligible homes (bachelors) and sort through all the ones that are too expensive, too nerdy, not cute enough, not smart enough, etc. until you find the “one.”

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It makes sense then to consult the tried and true practices in matchmaking that help those professionals find the right people for each other, and see if any of them could also apply for matching your clients with their dream home. You’ll find that these 8 dating rules may just show you the secret to matching your clients with the perfect home.

back to the store if you’re not happy with your new home. It’s best to first help your client get prequalified. This is a tangible step that shows they are ready to move on to a new home. You want to make sure they are completely over their love affair with their previous home. You can even ask them for a sign or proof that they’re ready to move on.

Who Is In and Not In Your Client’s League? Know Your Client’s Price Range:

Be Genuine, Not Superficial

When a person is looking for a mate, it is a waste of time for them to even consider those potential mates that are clearly out of their league. These people won’t even stop to give them the time of day.

In the world of real estate the idea is the same. There is no point showing your clients houses that they can’t afford and will simply lust after without having any real chance of purchasing the house. It is your job to keep your client ground in reality, and help them be realistic in terms of price when choosing their next home.

Never Let Your Client’s First Impression of a Home Rule Their Decisions

Make Sure Your Client is Ready to Move On From Their Last Dream Home You’re job is also to make sure that your client is truly ready to move on from their previous home. This is a long term commitment, and they need to be absolutely sure they actually want to buy a new house. You can’t simply take the receipt Top Agent Magazine

When trying to manage the many pitfalls of online dating, on inevitably goes on a date where the other person looks nothing like their picture online. That can be just as big of a problem when looking for a house. When clients show you a particular house they want to visit, ask them to name something about the house that they like other than the aesthetics. This way you can see if they are simply infatuated with the way the house looks in those pictures, or if there is a deeper interest in the home that could become a deeper connection between your client and the house.

When your client first sees a house they have already been lusting after in their mind, they’re often so excited to finally be looking at it, especially if it does in fact look as good as it did in the pictures.

Make sure to encourage them to take some time before making such a big com-

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mitment, and don’t let their excitement push them into making a rash decision. It is your job to keep them grounded in reality. Push for your clients to do an inspection to make sure the house isn’t hiding any dark secrets. Sometimes the most charming facade can hide tons of slime and deadly mold.

Follow Your Heart (or Gut) People often laugh at and ridicule the idea of love at first sight, but when it comes to homes, the phenomenon can certainly happen. Your client may just find their perfect dream home at the very first place you take them. If you have a client that does insist this is the case, then you don’t want to try and rationalize with them or talk them out of their decision. You do, however, want to make sure you are watching out for their interest and make sure your clients take all the necessary precautions before they jump in headfirst.

See What Other People See in The Home – Do They See What Your Client Sees?

Have you come to the conclusion that your clients are being blinded by all of the twinkling windows and crystal clear water glistening in the backyard pool, and can’t see that the house they’ve fallen in love with is really just a dirty animal (maybe a pig) dressed up in nice clothes and lipstick. Ask your client if they would be willing to look at the house again with 6

their close friends, family, and anyone else they trust for a second opinion there to see it with them. If the house really is a dud, they’ll be able to see past any personal bias your client might have to the truth. They will be able to help your client see through the shining facade

Celebrate the Happy Union!

When a couple gets married they tend to throw a big party and celebrate their union. The same goes for the closing.

Your clients have just essentially married the house of their dreams, and now it’s time to rejoice. Congratulate them on their new union. Show your support for their new homeowner status by going to their housewarming party.

Help Your Clients Maintain Their Dream Home & Ensure a Lifetime of Happiness You can’t just disappear after the transaction is finished. Become their realtor for life by showing your clients how to maintain their dream home. Act as their resource for other professionals they may need to maintain the house such as handymen, plumbers, electricians, etc. Show them how to keep up with home maintenance so they don’t ignore problems that surface and end up with a much larger issue than they started with. Help them make sure their dream home lasts so they can live happily ever after in their home for a lifetime.

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MATTHEW TULLY Top Agent Magazine

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In his first year, Top Agent Matthew Tully earned the New Jersey Association of Realtors Circle of Excellence Award, Bronze level, as well as his company’s 2020 Rising Star Award.

Before becoming a Realtor, Matthew Tully spent eight years serving the state of New Jersey as a detective. That work prepared him for his second career in more ways than might be readily apparent. “As a law enforcement officer you have to be good at communicating with and relating to people. I’ve spent many 8Copyright Top Agent Magazine

hours interviewing witnesses and taking statements, so listening to people and paying attention to detail is second nature to me. This position also provided me with knowledge about many different neighborhoods in the state of New Jersey.”

Matthew always had an interest in real estate, so he took the course during his vacation time in late 2019. He got his license and became a full time Realtor in January of 2020. In his first year with Realty One Group, he earned the New Jersey Association of Realtors Circle Top Agent Magazine

of Excellence Award, Bronze level, as well as the company’s 2020 Rising Star Award. He was also rated “The Best of Zillow.” Since recently moving to RE/MAX Central, he’s already surpassed that previous year’s volume.

“I’m extremely hard working, and I was used to long hours as a law officer. I carried that work ethic into my real estate business and it’s been very rewarding.”

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Matthew serves clients in and around Manalapan, New Jersey, the town where he grew up. That intimate knowledge of the area is another factor that’s given him a leg up, and satisfied clients consistently reference it in their reviews. They also praise his knowledge of the process and his willingness to go above and beyond to help them close their deal. “I love helping people, and by the time we’re Copyright Top Agent Magazine9

Matthew serves clients in and around Manalapan, New Jersey, the town where he grew up. That intimate knowledge of the area is a factor that’s given him a leg up, and satisfied clients consistently reference it in their reviews. done, I’ve become friends with many of them,” Matthew explains. “I also stay in touch, calling or texting to see if there’s anything they need, and provide recommendations for the area.

Sometimes I stop by to drop off thankyou gifts and check on how things are coming together for them in their new home. People appreciate that, and it’s gotten me a lot of referrals.”

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When it comes to marketing his clients’ homes, Matthew takes a hands-on approach, creating his own website and listing posts, then boosting those listings to all of the social media platforms and real-estate sites like Zillow and Homesnap. “Another thing I really like about this work is the freedom I have to run my business in a way that best serves both me and my clients.”

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With a three-year-old son, a one-year-old daughter, and another son on the way, most of Matthew’s free time is dedicated to family. He and his wife love trying out new restaurants when they can, or taking road trips. He’s also a diehard Yankees fan. As for the future of his business, Matthew is staring into a bright future, but one in which he will soon need help.

“You know when you start wishing that there were two of you that it’s time to begin forming a team. I’m getting to the point where I’m getting more referrals than I can handle, so I think that’s around the corner. But it will have to be someone who is also hard working and likeminded in terms of the quality of service I strive to offer.”

Contact Matthew at 908-692-9227 or email MTullyLuxuryRealEstate@gmail.com Copyright Top Agent Magazine 12

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Uncommon Contact:

Connecting with Clientele Through Social Media Social media is one of the newest and most powerful tools in an agent or mortgage professional’s arsenal. With just a few keystrokes, you can stay top-of-mind with buyers, sellers, and borrowers near and far, past and present. The key is knowing how to use these mediums to your advantage, working smarter instead of harder to keep the thread of professional relationships intact. With that in mind, here are a few ways you can maximize the pull and power of social media by shifting just a few of your ideas and practices for the better.

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Not everything has to be about business.

While your relationship with a client or fellow vendor began over the course of business, your relationship going forward doesn’t have to be limited. One of the great things about social media is that’s it’s social. Not every comment, post, or communication has to revolve around your business, its metrics, or turning a sale. In fact, you should do your best to branch out and curate a brand and online identity that’s about who you are and

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the lifestyle you’re authentically interested in living. In that vein, consider interacting with clients in an organically-driven way, encouraging them during life’s milestones, reaching out with a local event, restaurant, or news item that’s relevant to their interests or neighborhood. The goal is to be a persistent presence in their lives without feeling like a talking head. Engage as you would like to be engaged with, as a human being with interests and needs and boundaries. Keep that personal thread in mind and your dynamic will shift from past business contact to present resource.

Expand your medium.

Many Realtors are comfortable on Facebook as an interactive meeting to connect with clients, but there are several other mediums where you can connect with clients both past and present, as well as future. Particularly when courting Millennial clientele, the fastest-growing segment of the buying market, a presence on Instagram and Snapchat are key to finding new faces, demonstrating hot properties, and creating an interactive brand as an agent. Not only does this help when you’re listing a property and seeking potential buyers, but it also serves as a perusable portfolio of your work and real estate prowess. You can also use these mediums to interact with clients on an outlet they might feel most comfortable in. Liking pictures, commenting, streaming Instagram Live home tours and Stories are all ways you can build engagement by simply spreading your social media presence around. Likewise, 14

these photo and video driven mediums are popular for home design ideas, and before and after renovation pictures. When you expand from Facebook into these new platforms, you’ll already have plenty of visual content ready to be transferred and consumed by an expanded audience.

Don’t just react.

Create your own content.

It’s easy enough to post a link to a new listing, or retweet a helpful article on real estate news. Creating your own organic content is a different story, but worth its weight in gold when it comes to luring engagement, ranking higher in search fields, and overall crafting an interactive presence for yourself and your business online—which is where more than 90% of homebuyers and sellers begin their process. Creating your own content can seem risky, or else like no one is listening in a digital world already crowded with information. However, original content is sure to boost personal engagement with your social media pages, guaranteed.

Instead of recycling content, consider posting a video with a Q+A theme for first-time homebuyers, or perhaps posting a live tour of a new listing will perk up your clientele surfing at home.

No matter how you decide to expand your social media presence when it comes to interacting with clients, consistency is key.

Find the ways that work best for you and stick to them, and you’ll watch your audience and business grow in tandem.

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GABRIEL GARCES Top Agent Magazine

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GABRIEL GARCES

You might say Gabriel Garces grew up around real estate. His father was an investor, and coming of age, Gabriel had an opportunity to learn the housing industry from the ground up. Yet, he would take a winding road to becoming a full-time agent; after studying Civil Engineering at Rutgers University, he accepted a position in the corporate sphere, but soon found himself seeking a new career path that better complimented his entrepreneurial spirit. Sure enough, he was drawn back to the family business.

Currently, Gabriel leads the Garces Group for Keller Williams Park Views, and serves clients throughout Clifton and all of Northern New Jersey. Alongside his expert team, which includes his sister, Alexandra, he has cultivated a specialized process to meet the demands of any transaction. Through the entire home-buying or selling experience, Gabriel makes it a 16

point to always be there for his clients as an outgoing advocate for their best interests. “I love the idea of helping people establish their foundations financially,” he says. “After all, homeownership is important; buying a house is the first step in building your wealth.”

Gabriel always takes a diversified strategy to list a home. After helping his clients ready their property, he equips them with a suite of professional photography services, broadcasts their listings over the local MLS, deploys targeted digital and social media campaigns, and uses traditional print media. In addition, he is just as attentive when aiding his buyers, using his acute knowledge of the region to carefully guide them to their dream home. Colloquially known as the “Batman” of real estate, he also strives to remain on the cutting edge of his field—whether that means attending business seminars, researching the state of the market, Top Agent Magazine

or leveraging the latest technological resources to further empower his clients.

In the years since starting out, Gabriel has earned a terrific reputation throughout New Jersey, with the vast majority of his volume coming from repeat clients and referrals.

When asked about the keys to his success, he emphasizes the importance of honesty with each and every transaction. “In this business, you have to treat people right, and you have to let them know you care,” he says. “My clients can trust that they’re in good hands. They want someone who is competent; also, no one wants an agent who is pushy or just in it for the commission.”

Outside his career, Gabriel is deeply involved with his community. On top of his regular contributions to “KW Cares,” he also supports numerous charities and nonprofit organizations throughout the region, including St. Jude’s Research Hospital. In the seldom times when he’s not with clients or giving back, he can be found relaxing at home or playing games with his friends. He also longs to travel the world, once things come back to complete normalcy.

Going forward, Gabriel has strong plans for the future of the Garces Group. As his volume maintains its steady growth, he intends on expanding his client base while adding new members to his team. In the meantime, he offers sound advice for any up-and-coming agents: “Anything that’s worth doing or having is hard. I see some people enter this business who don’t understand that this is more than a job; it’s a business. In real estate, you don’t get paid for your time; you get paid for your effort.

You have to realize that this is a people-oriented business, and the more relationships you have, the more successful you’re going to be.”

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To learn more about Gabriel Garces, please call (973) 653-7461, email gabesellsnj@gmail.com or visit GabeSellsNJ.com www.

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5 Lessons from Silicon Valley to Modernize and Monetize Your Business Silicon Valley may be the region for disruptors, tech entrepreneurs, and futurists, but even the most forward-thinking, abstract companies are still businesses that have to keep tabs on their bottom line. There’s much to learn from America’s fastest-growing sector, and even if Silicon 18

Valley seems like a world unto its own, there are key lessons prime for adaption in your own endeavors. Below, consider a few ways to translate the trends and teachings of Silicon Valley for your own business, and reap the rewards in the process.

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1. Diversify your value Real estate is a business built on relationships, but your relationships will go stale if the only thing you communicate is you interest in making a sale. In order to sustain relationships for the long term, you’ve got to remain valuable to your clients beyond the transaction. Serve as a local resource, not just a salesperson or real estate expert. Ensure your marketing materials, social media presence, and communications offer useful, relevant, and original content your clients will benefit from. What’s more, vary your communications so that every time you reach out it’s not just about new business or a referral.

2. Company culture matters Silicon Valley tech giants always emphasize the importance of company culture—not just as a way of drawing and retaining talent, but also as a way to appeal to clientele. What are your company’s values? What do you stand for? How you’re positioned in the marketplace is becoming just as important as what you do and how well you do it. Your company culture is part of your branding, and your brand should feel clear and composed to clients eyeing your services.

3.Think big picture More and more, clients want to have an experience, not just a transaction. When it comes to buying a home, this means they care more about a property’s bedroom and bathroom count. As an agent, consider showcasing properties in terms of lifestyle. What neighborhood amenities are nearby? What opportunities are there for community involvement? How does public Top Agent Magazine

transportation stack up in the area? Before making the purchase of a lifetime, clients want to envision a complete lifestyle.

4. Leverage multiple platforms By now, you probably recognize that social media is not afterthought. Your social media presence should fit your brand and voice, interact across platforms, and actively engage with your audience. In other words, if you want to reap the benefits of social media, it’s not enough to post a few times a month and walk away. Active engagement means responding to comments, interacting with your followers’ profiles, and posting original content beyond a sales pitch.

Likewise, you’ll want to be active across multiple social media platforms and ensure that your profiles are interconnected. That way, you’ll be working from a unified voice and brand.

5. Reputations rule the roost Never underestimate the power of word-ofmouth marketing and testimonials. If you haven’t asked for feedback from past clients, and you aren’t sharing positive testimonials and reviews—you’re missing out on one of the most powerful tools at an agent’s disposal. You can pitch the virtues of your working style all day long, but those courting your business want to hear about positive experiences from the client’s perspective.

If you want to take your business to the next level and maximize the twenty-first century values of a company on the rise, look to the lessons of Silicon Valley to get your start. There are always opportunities to innovate, and doing so will help you break from your routine and stand apart from the pack.

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LISA GORDON Lisa Gordon began her real estate career 14 years ago, when she was living in upstate New York. “I had been in sales of some sort all my life,” Lisa recalls.

“I always loved homes, and I dealt with antiques all the time. I had an interest in real estate, so I got my license in New York and started my career as a Prudential agent in the Albany-Saratoga area.” Lisa eventually moved to New Jersey, where she began working as a listing agent, and where she introduced a new and unique aspect to her business.

“When I came back to New Jersey and got my license here, I also started an estate sale company,” Lisa explains. “I had been doing some estate liquidation along with my real estate business in New York, so at that point I decided to take it to the next level. I started a company, which I built from the ground up for the next 8 years.” That business doubled in size every year, and eventually Lisa combined it with her appraisal business to form Premier Estates and Appraisal. “Between the two companies and the real estate, we learned to combine them all and make it work as more of a package deal,” Lisa says.

Along with her team, known as the Everything Homes Team, Lisa primarily serves South and Central New Jersey. Her clients come to her and her team to take care of the entire process, from selling the home’s contents to selling the home itself. “We’re called the Everything Homes Team because we do everything homes,” Lisa says. “We do everything from getting your home ready for sale to selling the contents, listing and selling the house, and helping you liquidate the entire property and estate.”

Throughout the process, Lisa builds a rapport with her clients. “We like what we do, because it’s a seamless service for our clients, and it’s so interesting for us too,” she explains. “I love meeting families and getting to know them. As we go through the estate sale, we gain an understanding of who the family is, and it’s incredible to be part of that. We’re blessed to have that opportunity.”

When it comes to marketing, Lisa says, “We do a lot of online advertising. We advertise our listings through our estate sale business as well. We have had up to 300 people waiting in line to get into our estate sales, and we have a following of people who attend our sales on a regular basis. We will get buyers who come into the house during the estate sale, and we often sell the house at that time, or at least get a pool of buyers who have interest in the home.”

In the future, Lisa says, “Instead of expanding our area, we would like to concentrate more on the historical homes in our area. Because of our background with appraisal of antiques and fine furniture, we’re able to market those properties very well and we have a great feel for their lineage, where they came from, and their architectural style.”

Above all, Lisa wants to continue helping her clients achieve their goals. “What you really depend on an agent for is their ability to get you from Point A, all the way to the closing,” she says. “You are relying on the professionalism and the knowledge to get it from start to finish.”

To find out more about Lisa Gordon, please call 856-673-8780, email everythinghomes2@gmail.com, or visit EverythingHomes2.com www.

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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 22

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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Top Agent Magazine

NICHOLAS LAMSON With a desire to help others, Nick Lamson entered the real estate business in 2017. “I was working as a police officer, and always wanted to be an agent, so I decided to get my license,” he explains. He soon found David DePaola & Company Real Estate, where he was given the tools to hit the ground running. Today Nick has made real estate his full-time focus, serving Mercer County in New Jersey and surrounding areas. A growing portion of his business derives from repeats and referrals, which stands as a testament to his client-oriented approach and superior service.

“I’m patient and I listen,” Nick says. “I like to find out exactly what my clients are looking for so I can make them happy. I equate that to being a police officer, because in that field I had to listen before I reacted.”

Knowing that his clients are going through what can be a stressful time in life, Nick does everything possible to make it an enjoyable experience. “I just like to keep everyone calm, it’s a high anxiety situation for folks as it’s a large purchase,” he explains. “I plan everything and keep it all organized, so everyone involved can feel calm and collected.” For his buyers, this means searching for their ideal property and negotiating so they get the best deal possible. Meanwhile, his sellers enjoy exceptional marketing, with their listing going in front of numerous potential buyers. “I utilize all types of advertising methods, including social media, my website, flyers, billboards and more.”

After working with Nick, buyers and sellers never hesitate to spread the word about their experience. One recently said, “We would like to express our sincere gratitude to Nick Lamson from David DePaola Agency for helping us find our new home. Nick took the time to get to know us and understand what we were looking for in a property. Nick’s low key, no pressure style was exactly the approach to make our experience less stressful. He was patient, knowledgeable and upbeat at all times, what a truly great person to represent Top Agent Magazine

your agency. He went out of his way to provide information and details about the surrounding area and not just the specific property. He was extremely responsive to all texts, calls and emails, of which there were many! Nick was a great advocate, representing our interests, he advised us through every last detail of the process and helped solve issues as they unfolded.

Nick is the ultimate professional with a great warm and caring personality. We would highly recommend him to anyone looking to buy or sell a home!”

When Nick isn’t working, he stays involved with the Masonic Lodge in Hopewell, where they participate in charity work, blood drives, parades and other community events. During any free time, he’s exercising, playing bagpipes, or spending time with his family.

In the coming years, Nick hopes to have a business entirely based on referrals and continue expanding his knowledge. Wherever his path leads, he will undoubtedly find joy in every minute of it. “It’s so rewarding to help people find a home they can call their own, or to sell their current property so they can move onto their next chapter.”

For more about Nick Lamson, please call 609-209-8426, email nicklamson@depaola.com, or visit NicklamsonRE.com www.

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