OHIO 8-23-21

OHIO EDITION

5 SOCIAL MEDIA MISTAKES REAL ESTATE AGENTS MUST AVOID CONCIERGE CARE: Services that Lure Clients and Transform Your Reputation FEATURED AGENTS

BRIANNE BAHL TERESA HALL CHRISTOPHER MOSCARINO

COOPERATION, NOT COMPETITION, CREATES MUTUAL SUCCESS FOR AGENTS

3 BEYOND-THEOFFICE ACTIVITIES TO INSPIRE A CREATIVE BUSINESS BOOM

COVER STORY

REBEKAH MULLINS

OHIO EDITION

MOSCARINO BRIANNE BAHL TERESACHRISTOPHER HALL

Christopher Moscarino always had Teresa’s of the he m eat each and every client with interesthas in homeownership,” she says.

“I In one way or the another, Teresa Hall has relationship with 23 the entrepreneur spirit and enjoyment of patience.

9 19 20 e respect and value their buy-life looking out for her can post a listing and get thousands of spent herhome whole extends far beyond the closing t helping others.

At the age of 17 he started a the encou elling process equally, no matter the views in just a couple days.” community. She’s been an EMT for the she connects with them often landscape company with his older brother, the proce point,” Brianne Bahl explains.

“I Madison Fire Department inwhich her township emails or texts.

“I keep a lot o grew into large successful o develop lifelong withsince 2005 she’sthey Afteraworking with Brianne, clients love forrelationships 31 years, and served she laughs.

“So I know their birth company in Cleveland, Ohio, that his “Most p .” Serving the greater Columbus, to spread the word about their expericlients all over the state brother of Ohio asruns a today. But as he got older, anniversaries, and I’ll get in tou still every da area, a growing portion of her busiences. One recently said, “The top in her Realtor®. text or a card. It means a lot to peo he decided that what he really wanted to dolisting local exp derives from repeats and referrals, profession.

I considered and trying you remember them.

And it mean was open a restaurant.

“My wife and I took about the almost a third of her business is repto sell on my own. It would have been a REBEKAH that leap,estate and opened fast-casual Indian current m “I’drecently always beena attracted to real me to know them.”

MULLINS nting veterans.REBEKAH She started big amistake costing me CHRISTOPHER thousands in net MOSCARINO BRIANNE BAHL MULLINS TERESA HALL about from a year beforesold. Everything they mig because ofanmy grandfather,restaurant. who wasThat my lasted and her first agent hired is active proceeds it being we had to close it.

While we were sad, it was listings w Teresa explains. “He was went smoothly. Her knowledge Community alwa ber of the Navyinspiration,” Reserve. of theservice has an amazing and growthcurrent experience for was bothspot of important planinforad a Realtor® back in the seventies, to Teresa, and market on. She knows us, and we would never change it.” n working withIher clients,he “I was try toa millionaire!! she’s doing.

List with you’ll thought Because hewhat would the work she’sher, done through the favorable Fire De contact w e it an easy process for people,” the results!” frequently give she my sister andThis I twenty dollars.love Twenty she’s worked with Ohio’s NationalofYouth led Chris on a new journey that he their jo “I understand that real estate can be overwhelmdollars as a kid! I thought Iimmediately was rich!! enjoyed He was and verysucceeded Program.

Much of her leisure time is spent en at, as he earned nd stressful for generous.” some people,I so to create Brianne’s next goal grow and nurture her newly gotI want to travel a Rookie lota with him a kid andis to her was grandchildren, or course, or working, traveling CONTENTS of theasYear.

“Real estate another thing When not C nd exciting experience to alleviate some of that.” established team.

“I’m excited to teach my new agent, have many great memories of those times. enjoying life with her family.

I’d always thought about doing. I have a passion for 3 sons, live very activ tionally, she partners with lenders who can assist Darlene Reinhard, everything about the industry, seeing people grow and creating opportunities to help they can with local 4) 5grants SOCIAL MEDIA MISTAKES 3 BEYOND-THE-OFFICE edit repair and offer up to $5,000.

Wanting there is so much 15) to learn.”

She also wants to expand them do So whether it’s helping find that is for having fun Teresa worked at a nail salon forthat. a while before As fora buyer the future of hertime business, Teresa yone to get the best dealsESTATE possible, she utilizes her MUST her online presence.

REAL AGENTS ACTIVITIES TOmarket INSPIRE A perfect home or helping sellers get the best rate kid’s sports schedules deciding to follow in market her grandfather’s footsteps. contemplating expansion. “In about three y tiation skills at AVOID each step. Even in the hot CREATIVE BUSINESS BOOM on their house, or sharing things I’ve learned withwill family, hiking or biki Since gettingofher she’s averaged around $8thefound youngest 020/2021, the vast majority her license, buyers were It’s clear Brianne has her truegrandchild calling, and shebe off to school, so other agentswith on our team, I find this whole process very I’d like to maybe bri a year withcosts IronGate Realtors, more time on my to have almost million all of their closing covered can’t waitan to impressee where this path leads her.hands.

“People enjoyable and gratifying.”

Going forward, Chris 6) siveCOOPERATION, 80 percent ofhomes that business frombuy repeat train a buyer’s agent.” e seller, and a third were able to get atNOT less coming usually only or sell a couple of times in their life.

21) CONCIERGE CARE: business while mainta COMPETITION, CREATES clients referrals.

She success to being list price. “As an agent,oryou have to be notcredits only that They’re going toSERVICES remember thisTHAT experience forever, LURE After getting his license in 2017, Christopher built service he’s become k lled negotiator,MUTUAL also communicator knowSUCCESS how to read sitand passion it’s very fulfilling be a part of their journey.” abut good andaFOR the sheer sheeven has to a successful business while learning the ropes and coach other age CLIENTS AND TRANSFORM n to determine AGENTS the offer and opportunity for for best her work.

“I’ve always loved helping people, and himself, and started TheYOUR Moscarino Group with Keller businesses.

REPUTATION clients,” she says. diligently to achieve I’mWorking very prompt on returning calls or two getting them theWith Cleveland and Akron Williams years later. real estate dreams, those who hire Brianne can information they need to make goodhub, decisions.

I loverepresents clients all over as their Christopher ntially save thousands of dollars. this work, and people pick up on that.” northern Ohio, closing an average of 50 transactions a

year for a sales volume of around $10 million. In 2021 Phone | Fax nwhile, Brianne goes310-734-1440 above and beyond for310-734-1440 her on pace do $15-20 million in sales. An It’s also been great work he’s for already a Ya-Ya who toloves rs, helping them earn the most for their propmag@topagentmagazine.com | www.topagentmagazine.com impressive 70 percent of that business comes from spending as much time asfor shelist can with her grandbabies. s. “Almost all of my listings are selling repeat clients and referrals.

No portion of this issue may be reproduced in any manner whatsoever without “The flexibility is very helpful.

My grandchildren are prior consent of the publisher. Top Agent or above, with many this year getting an averMagazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published 10,7 andAgent 2-years old,Well-versed so I like being able to work from of $20,000 above list,” says. materials, TopBrianne Magazine cannot be held responsible for opinions expressed or facts by its authors.

“I firmly believe that your database is supplied your business,” home sometimes if Isure need to.

And if a client calls, To subscribe or change makes address, send inquiry to mag@topagentmagazine.com. cial media marketing, Brianne word Christopher explains. “We touch base with our past For more information about Brianne Bahl, Published in the U.S.able I’m to make arrangements to meet ads fast about her always listings.

“I create targeted clients throughout the them year, either through phone calls, please call 614-578-3104 rtisements on Facebook, I canIt’s advertise whenever where they need. theclient best ofevents, both worlds!”

If you’d like Christoph giveaways, or community events. My or email brianne@briannebahl.com ecific geographic areas and to people who have call 440-227-2615 relationship with them extends far beyondIfthe transaction you’d like Teresa’s help buyin 2 Top Agent Magazine When it comes to marketingitself.” her listings, Teresapast leans sure to out his Christopher’s clients praise his knowledge or selling a home, call hercheck at 513-46

into the social media platforms, since that’s where

or email Teresa.Hall@irongaterealtor Copyright Top Agent Magazine

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

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SOCIAL MEDIA MISTAKES

Real Estate Agents Must Avoid There is perhaps no greater marketing tool for agents these days than having a large presence on social media, but there is more to social media marketing than just opening an account and gaining followers. A lot of agents forget the social part of social media. It’s all about engagement, but it needs to be the right kind of engagement. This can often be the first impression potential clients or industry peers have of you, so make it count. There is no second chance to make a first impression, and that is especially true for real estate agents. Here’s just a few things you want to avoid.

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1 Using it to Vent

Social Media is a great place to complain and commiserate about things, but save that for your personal page. A real estate transaction is already a stressful ordeal, the last thing anyone wants is someone who seems like they’ll bring a negative energy to the process. Even worse?

Bad mouthing other Realtors® or listings. You’re selling yourself and your skills, so don’t sell anything that shows you in a bad light. Much like marketing a property, everything you put out should be professional and inviting.

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Lack of Consistent Branding

Yes, social media is about social engagement, but it’s also about creating brand recognition. While you don’t want it to be purely promotional, you are running a business, so create a consistent branding across all social media platforms. If you can afford a professional graphic designer to help you out with this, that’s great. But at the very least, have the same profile pic, cover image and highly visible contact information, across the board. And don’t forget to share links to your other accounts, some people prefer different social media applications.

3Not Posting Enough

It’s good to create a schedule of how many times you’ll be posting per day and to pick times when you might have the most engagement.

Don’t over do it, but three posts a day at the right time, tends to be a good goal. There are numerous tools on Facebook, for example, that

can let you see when interactions are the highest.

Stick to your schedule and adjust accordingly.

It’s also important to not just post your listings.

Be a resource for people who follow your page.

Post community events, or other informative articles that are relevant to home ownership.

Be a page they want to follow even when they aren’t buying or selling a property. They’ll remember you when the time comes.

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Not interacting With Your Followers

It’s called social media for a reason. The more you engage with your followers, the more they see you as a real person, and not just a marketing tool. Not only do you get to know your past clients and potential clients, on Facebook, engagement actually will make your posts seen by more people. So it’s a win/win.

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Not Sharing or Linking to Others

It might not seem like a good idea to not promote the blogs, pages or listings of other people, but it’s not only an excellent way to build goodwill, it will also increase your own presence when they reciprocate. So make a point to share posts and links for local businesses and even the blogs of your peers, if it’s a post that offers valuable insight into an expertise you don’t have. That will encourage them to share your posts and even your listings, which will increase your potential buyer pool. This is another incentive to create your own blog. Unique informative content is always of value, and more likely to be shared than promotional links.

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TopTop Agent Magazine Agent Magazine

Cooperation, Not Competition, Creates

Mutual Success for Agents When people get along during a business transaction, everyone comes out happier. And in a service industry like real estate, agents have the power deliver that happiness. By working cooperatively, sharing advice and helping each other help clients, agents not only enhance their own reputations, but that of real estate in general.

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“Bring everyone together” Matt Kobelski, with Credentials Real Estate Group in Massachusetts, points out that providing good service involves more people than the party you’re representing. “I’m not afraid to bring together all the parties in a deal and say, ‘OK, let’s figure out a solution that works best

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Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem

for everyone,” he explains. “My goal is to avoid being adversarial.” Real estate, he believes, should always be a field in which each person can win. “It’s about working toward a mutual goal, shaking hands, and walking away happy that a seller sold, a buyer bought and everyone got what they wanted.”

But Is it that simple? Most agents have experienced the ways conflicting personalities and tension during a transaction can heat up even the most cordial relations. In reality, however, it’s more productive to let down your guard and work with others as a team than it is to allow stress and competition to preside. South Florida REALTOR® and broker associate, Risë V. Siegrist, for instance, has zero interest in competing with other agents. “It’s more important to be professional and associate with competent, caring people,” she says. By serving others with a cooperative spirit, experienced agents like Risë set an excellent example for emerging real estate stars. Risë hopes to be a model for the next generation of agents, training people who may one day become part of her team.

Risë’s position on cooperation inspires more reasons for nurturing relationships with other agents. Over the decades, many agents change brokerages several times. Who knows if that agent across the table will one day work at the Top Agent Magazine

same brokerage you do? Perhaps you’ll even have an opportunity to partner on an exciting, future transaction. Good relations keep doors open to endless possibilities.

Co-listing cooperation Teaming up with an agent from a different brokerage on a transaction is not as uncommon or complicated as it might seem. In fact, some agents cleverly capitalize on their collective attributes, rather than competing against one another. South Carolina REALTOR® Kimberly Pannit is a perfect example of the universal benefits of co-listings. Although she has always been an independent agent, Kimberly works hard to form professional alliances that give her business the feel of a cooperative network across brokerages.

This cooperative approach may be nontraditional, but it benefits clients in unique ways. By working closely with agents at other brokerages, she shows how agents can improve client service while helping one another.

Kimberly’s cooperative approach began in her own neighborhood, where an agent friend from a different brokerage also lives. “Several years ago, I approached her because both of us were friends with our neighbors. I asked, ‘Why don’t we give our neighbors superior service and

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co-list together? We both love our area and are passionate about our jobs, the location and schools.’” She also didn’t want to make their mutual friends choose between them when they could work together. “I said, ‘Let’s give them amazing service together!’” With their brokers’ permission, two weeks later the agents co-listed their first home and put extra energy into ensuring uninterrupted client service.

Networking and “Co-opertition” When the ultimate goal is to match a client with the perfect home or create optimal terms of sale for a listings, networking with other agents can facilitate that ideal buyer-seller match.

Nashville REALTOR® and broker/owner Lisa Land embraced every opportunity to contribute meaningfully to the real estate industry and to her local market, even before building her own team. “Agents would frequently ask me for help or advice,” she says, noting that she shares, rather than guarding, the methods she uses to get through difficult or confusing transactions. “I was fortunate to have great mentors when I started in real estate, so I’m always

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willing to offer help, even to agents outside of The Luxe Collective.”

Meanwhile, on Cape Cod in Massachusetts, Janet Leigh Scott describes the climate between agents as relaxed and professional. “While the real estate market is highly competitive, we’re truly a ‘co-opertition’ market; agents work together and a have greater sense of community than you might experience in off-island brokerages,” Janet says. “If I have buyer coming into town, I’ll reach out to agents I’ve done transactions with to ask if they have anything coming up that might not be on the market yet.”

Even in hot, competitive L.A. real estate, independent agents such as Andrej Nagy of The Agency RE knows the importance of receiving and providing professional mentorship.

“My relationships with clients are extremely important,” he says. “But my relationships with agents on the other side of a deal are also important.” For REALTORS® like him, working smoothly with other agents is a privilege.

Doing so builds rewarding relationships while ensuring win-win transactions for everyone at the closing table.

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REBEKAH MULLINS

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“I fully engage with my clients, and I think they can tell that I truly care about them. Clients trust me because I’m authentic with them and my follow-up is on point.”

In 2001, Rebekah Mullins bought her first investment property, sparking an interest in real estate that would last for years.

She got her real estate license in 2005, but put off working as a Realtor for circumstantial reasons until 2017, when she 10

started pursuing her career as an agent full-time. She has been “making up for lost time” in Knox County, OH, building a reputation as an energetic real estate veteran who works hard to further her clients’ best interests. Rebekah puts her Top Agent Magazine

best foot forward in guiding her clients towards success when buying or selling a home, and gives the bulk of her energy and time to her career.

When it comes to interacting with her Top Agent Magazine

clients, Rebekah prioritizes communication and authenticity to build a strong and lasting connection with them. She keeps herself available to field any questions a client may have during the transaction, and is honest and transparent with 11

the information and insight she delivers.

“I fully engage with my clients, and I think they can tell that I truly care about them,” Rebekah says. “Clients trust me because I’m authentic with them and my follow-up is on point.” In spite of the fact that her career took off just four years ago, Rebekah has built a solid foundation of referral-based business by building lasting relationships with each of her clients.

Whether it’s keeping in touch with clients, engaging with local organizations, or networking with other real estate professionals, Rebekah puts a lot of time and energy into maintaining a significant

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presence in her community. Through volunteer work and involvement with her kids’ schools, she enriches the lives of the people around her, and she maintains contact with her sphere through her heavy social media presence and using her CRM to reach out to past clients. “I find it extremely rewarding to have a place in my community, and I relish the opportunities I have to meet new people every day,” Rebekah says. Rebekah loves the excitement and freedom of choice that comes with her work, and she approaches it with enthusiasm every day.

Rebekah markets her listings extensively through multiple MLS and targeted

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Facebook advertising and Instagram campaigns and sends out announcements to her established network – she even appeared on an episode of the HGTV show House Hunters called “The Clock is Ticking in Ohio” in January! Rebekah closed almost $7M in total sales volume last year, and always makes an effort to get the best possible price for her clients.

In her free time, Rebekah enjoys spending time with her kids and going to her CrossFit Gym, CrossFit 1808, on a regular basis. She does work on the Board of the Mount Vernon Academic Boosters and is heavily involved with her sons’ high school and middle school Top Agent Magazine

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football programs, the local Reinvesting in Historic Homes Update Program Committee, and has previously been involved with Women United and on the Board of Directors for The Freedom Center, a fully licensed substance abuse rehab center in Mount Vernon, OH. For

the future, Rebekah hopes to continue growing her business while finding ways to streamline and automate her processes to make her an even more efficient agent.

If you’re looking for a hard-working and compassionate real estate agent in Ohio, get in touch with Rebekah Mullins today!

For more information about Rebekah Mullins, call (740) 507-1711, email rebekah@buyandsellwithbec.com or visit mtgileadretp.com/Rebekah www.

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Top Agent Magazine

3 Beyond-the-Office Activities to Inspire a Creative Business Boom Maintaining motivation year-round is a challenge, especially for those who are several years into a demanding real estate career. It’s easy to burn out, get stuck in a rut, or cycle blindly through a well-worn routine. But those that leave an impact on their industry understand that creativity holds the key to innovation and longevity. To stay ahead of Top Agent Magazine

the curve and build your brand, you’ve got to take the time to breathe new life into your practice and see things from a new angle. But where to begin?

To invite change, you’ve got to look outside the box—or in this case, beyond the office. If you’re in need of a professional creative make-

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To stay ahead of the curve and build your brand, you’ve got to take the time to breathe new life into your practice and see things from a new angle. over, or at least want to experience a burst of inventive energy, consider some of the activities below. You may just shake up your routine, bend your brain in new ways, and inject some inspiration into your professional path.

Expand your mind through meditation.

You’ve likely heard all about the supposed powers of meditation, and perhaps you’ve long considered it an over-hyped New Age invention. But did you know that some of the foremost entrepreneurs of our era practice this cost-free, mentally restorative routine? From Oprah Winfrey to Steve Jobs, practitioners of meditation cite its stress-relieving principles, in addition to improvements in concentration, energy, self-awareness, and overall health.

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Even mainstream medicine is beginning to understand the preventative and restorative health benefits that meditation affords. As professional fields go, the mortgage and real estate industries require their fair share of emotional labor—you’re tasked with guiding clients through the investment of a lifetime.

Meditation promotes peace and perspective, while reducing stress, adding a new level of self-awareness, and helping you mentally declutter. When it comes down to it, it only makes sense that taking time to go quiet and center your mind helps professionals find wherewithal amidst a hectic industry. Next time you’re feeling drained, out of ideas, or at your wit’s end—consider just fifteen minutes of meditation to get you started. Like most things, it takes some practice. But, if you commit the time, you’ll be thanking yourself later.

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Learn something new.

If you’re facing burnout, then adding a new responsibility to your plate may seem like the least appetizing self-help solution there is.

However, learning a new skill can reinvigorate your understanding of familiar tasks and dilemmas. Plus, learning a new skill doesn’t have to mean formal classes or time-draining homework. Select something that can even kill two birds with one stone. Want to let off some steam, too? Try a kickboxing class that meets just once-a-week. You’ll have something new to look forward to, meet new people, challenge yourself, and earn some feel-good endorphins, Top Agent Magazine

too. Want to cut loose and have some fun? Join a board game meet-up group, take a cooking class, or try rock-climbing for the first time. A stimulating new activity will light up long-dormant parts of your brain, and your clients and colleagues will surely notice the influx of energy to your outlook. Still don’t think you have enough time to add something new to the mix? Blend your morning commute with an audio language learning service. The point is to shake-up your habits and introduce a new challenge that’s unrelated to work. Doing so can make you look at things in a new light and boost your mood along the way.

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See new sights.

If you can, there’s no better way to break from routine than to physically separate yourself from your surroundings. There’s nothing more inspiring than traveling to new destinations, experiencing new cultures, and getting a sense of the world’s true vastness. If a trip abroad isn’t in the cards, don’t fret. There are bound to be plenty of places relatively close by that you’ve never seen. And these trips don’t have to break the bank, either. Devote just one or two days to visiting a place you’ve never gone before, like a state park, protected forest, or a small seaside village. Perhaps you’re only a few hours from a National Park you’ve been meaning to visit but have never made time for. Or, there’s a lively city one state over that you’ve always wanted to try. Whatever the destination, near or far, you’ll refresh

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your perspective entirely when removed from all your usual routines. New restaurants, traffic patterns, storefronts, weather—whatever the change may be, you’ll be experiencing everything brand new all around you. Taking the time for trips like these isn’t easy. In fact, making yourself devote those free days may be a difficult task itself. But it’s the most direct way to get a breath of truly fresh air, and when you return home you’ll be able to assess familiar surroundings in a totally new light.

However you decide to add creativity to your professional life, don’t wait. Once you take the plunge, you’ll be regretting you hadn’t done it sooner. After all, the key to longevity is regular maintenance, so do your part and break the mold today.

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BRIANNE BAHL “I treat each and every client with the same respect and value their home buying/selling process equally, no matter the price point,” Brianne Bahl explains. “I aim to develop lifelong relationships with them.” Serving the greater Columbus, Ohio area, a growing portion of her business derives from repeats and referrals, and almost a third of her business is representing veterans. She recently started a team and her first agent hired is an active member of the Navy Reserve.

When working with her clients, “I try to make it an easy process for people,” she says. “I understand that real estate can be overwhelming and stressful for some people, so I want to create a fun and exciting experience to alleviate some of that.”

Additionally, she partners with lenders who can assist in credit repair and offer grants up to $5,000. Wanting everyone to get the best deals possible, she utilizes her negotiation skills at each step. Even in the hot market of 2020/2021, the vast majority of her buyers were able to have almost all of their closing costs covered by the seller, and a third were able to get homes at less than list price. “As an agent, you have to be not only a skilled negotiator, but also know how to read a situation to determine the best offer and opportunity for your clients,” she says. Working diligently to achieve their real estate dreams, those who hire Brianne can potentially save thousands of dollars.

Meanwhile, Brianne goes above and beyond for her sellers, helping them earn the most for their properties. “Almost all of my listings are selling for list price or above, with many this year getting an average of $20,000 above list,” Brianne says. Well-versed in social media marketing, Brianne makes sure word spreads fast about her listings. “I create targeted advertisements on Facebook, where I can advertise to specific geographic areas and to people who have Top Agent Magazine

interest in homeownership,” she says. “I can post a listing and get thousands of views in just a couple days.”

After working with Brianne, clients love to spread the word about their experiences. One recently said, “The top in her profession. I considered listing and trying to sell on my own. It would have been a big mistake costing me thousands in net proceeds from it being sold. Everything went smoothly. Her knowledge of the current market was spot on. She knows what she’s doing. List with her, you’ll love the results!”

Brianne’s next goal is to grow and nurture her newly established team. “I’m excited to teach my new agent, Darlene Reinhard, everything about the industry, there is so much to learn.” She also wants to expand her online presence.

It’s clear Brianne has found her true calling, and she can’t wait to see where this path leads her. “People usually only buy or sell a couple of times in their life.

They’re going to remember this experience forever, and it’s very fulfilling to be a part of their journey.”

For more information about Brianne Bahl, please call 614-578-3104 or email brianne@briannebahl.com

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TERESA HALL In one way or another, Teresa Hall has spent her whole life looking out for her community. She’s been an EMT for the Madison Fire Department in her township for 31 years, and since 2005 she’s served clients all over the state of Ohio as a Realtor®.

“I’d always been attracted to real estate because of my grandfather, who was my inspiration,” Teresa explains. “He was a Realtor® back in the seventies, and I thought he was a millionaire!! Because he would frequently give my sister and I twenty dollars. Twenty dollars as a kid! I thought I was rich!! He was very generous.” I got to travel a lot with him as a kid and have many great memories of those times.

Teresa worked at a nail salon for a while before deciding to follow in her grandfather’s footsteps.

Since getting her license, she’s averaged around $8 million a year with IronGate Realtors, with an impressive 80 percent of that business coming from repeat clients or referrals. She credits that success to being a good communicator and the sheer passion she has for her work. “I’ve always loved helping people, and I’m very prompt on returning calls or getting them the information they need to make good decisions. I love this work, and people pick up on that.”

Teresa’s relationship with her clients extends far beyond the closing table, and she connects with them often through emails or texts. “I keep a lot of notes,” she laughs. “So I know their birthdays and anniversaries, and I’ll get in touch with a text or a card. It means a lot to people when you remember them. And it means a lot to me to know them.”

Community service has always been important to Teresa, and in addition to the work she’s done through the Fire Department she’s worked with Ohio’s National Youth Advocate Program. Much of her leisure time is spent entertaining her grandchildren, or course, or traveling and just enjoying life with her family.

As for the future of her business, Teresa has been contemplating expansion. “In about three years, my youngest grandchild will be off to school, so I’ll have more time on my hands. I’d like to maybe bring on and train a buyer’s agent.”

It’s also been great work for a Ya-Ya who loves spending as much time as she can with her grandbabies.

“The flexibility is very helpful. My grandchildren are 10,7 and 2-years old, so I like being able to work from home sometimes if I need to. And if a client calls, I’m always able to make arrangements to meet them whenever they need. It’s the best of both worlds!”

When it comes to marketing her listings, Teresa leans into the social media platforms, since that’s where most buyers begin the search for their home. She also posts listings to her MLS as a matter of course, and reaches out to both clients and agents in her sphere.

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If you’d like Teresa’s help buying or selling a home, call her at 513-464-3476 or email Teresa.Hall@irongaterealtors.com.

Be sure to check out her website at teresahall.irongaterealtors.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.

Top Agent Magazine ®

Top Agent Magazine

CHRISTOPHER MOSCARINO Christopher Moscarino has always had the entrepreneur spirit and enjoyment of helping others. At the age of 17 he started a landscape company with his older brother, which they grew into a large successful company in Cleveland, Ohio, that his brother still runs today. But as he got older, he decided that what he really wanted to do was open a restaurant. “My wife and I took that leap, and opened a fast-casual Indian restaurant. That lasted about a year before we had to close it. While we were sad, it was an amazing growth experience for both of us, and we would never change it.”

This led Chris on a new journey that he immediately enjoyed and succeeded at, as he earned Rookie of the Year. “Real estate was another thing I’d always thought about doing. I have a passion for seeing people grow and creating opportunities to help them do that. So whether it’s helping a buyer find that perfect home or helping sellers get the best market rate on their house, or sharing the things I’ve learned with other agents on our team, I find this whole process very enjoyable and gratifying.”

After getting his license in 2017, Christopher built a successful business even while learning the ropes himself, and started The Moscarino Group with Keller Williams two years later. With Cleveland and Akron as their hub, Christopher represents clients all over northern Ohio, closing an average of 50 transactions a year for a sales volume of around $10 million. In 2021 he’s already on pace to do $15-20 million in sales. An impressive 70 percent of that business comes from repeat clients and referrals.

“I firmly believe that your database is your business,” Christopher explains. “We touch base with our past clients throughout the year, either through phone calls, client events, giveaways, or community events. My relationship with them extends far beyond the transaction itself.” Christopher’s past clients praise his knowledge Top Agent Magazine

of the market, his responsiveness, and his patience. Most of all they were grateful for the encouragement he provided throughout the process.

“Most people don’t buy or sell a home every day, so my job is to be the hyper local expert they rely on for knowledge about their communities, the status of the current market, and financial opportunities they might not have been aware of. For our listings we develop a customized marketing plan for each property to create maximum, favorable exposure. And we’re in constant contact with all of our clients at every stage of their journey.”

When not working, Christopher, his wife Yatra, and their 3 sons, live very active lives. They enjoy helping where they can with local fundraisers and charities. Leisure time is for having fun while staying fit and enjoying their kid’s sports schedules. “I love getting outdoors with my family, hiking or biking, and skiing in the winter.”

Going forward, Christopher wants to keep growing his business while maintaining the same excellent customer service he’s become known for, and continue to mentor and coach other agents to help them build their own businesses.

If you’d like Christopher’s help buying or selling a home, call 440-227-2615 or email cmoscarino@kw.com. Be sure to check out his website at TheMoscarinoGroup.com http://

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