ONTARIO 8-8-22

ONTARIO EDITION

EMOTIONAL FLUENCY:

HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH

5 THINGS YOU CAN DO TO ACHIEVE YOUR BIGGEST GOALS

BE THEIR REALTOR® FOR LIFE:

How to Build a Relationship with Your Clients that Will Last a Lifetime 5 WAYS TO TRANSFORM

RENTERS INTO OWNERS

FEATURED AGENTS

CHRIS GORDON MALEEHA PETERSON & STEVE CARRIERE

COVER STORY

JOSELLE ALVES

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

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5 Things You Can Do To Achieve Your Biggest Goals If there’s one thing successful people can agree on, it’s that setting goals has been key to their success. Whether you’re creating a five year plan or just settling on what you want to achieve by the end of the day, setting goals gives you the focus and direction you need to complete even the biggest tasks.

But there is a method to setting them. It’s a process that takes careful thought and con4

sideration up front, which is then combined with the hard work necessary to implement your plan. Luckily there are proven methods to goal setting that you can start using immediately.

1. MAKE YOUR GOALS SPECIFIC

Yes, it’s fun to think in grand terms of where you want to end up in life and in your career, but it’s better to have a specific

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Your plan of action should include daily, weekly, monthly and yearly goals. goal like “Increase my sales by 25%”, than “Get rich.” When a goal is clear and specific, it allows you to figure out the exact steps you need to take to accomplish it. The more general it is, the more paralyzed you might be when it comes to figuring out what to do since, the choices may be overwhelming.

2. MAKE IT ATTAINABLE

Making attainable goals might seem boring, I mean afterall, you want to dream big! But you don’t want to suffer through the disappointment of not reaching your goal, something that may not even be possible at this stage in your life to begin with. One solution to that is creating goal levels. You can have the dream goal, but underneath that you have the realistic goals that are setting up a foundation for achieving the big one.

Things that are attainable still take work and effort to achieve. Those small victories will keep you motivated and encouraged to go for the bigger dreams. And don’t forget, those little goals may have been things you wouldn’t have gotten done if you didn’t set out to achieve them, so be proud!

3. PUT A PLAN OF ACTION IN WRITING

Your plan of action should include daily, weekly, monthly and yearly goals. There is something about seeing things in writing and crossing them off the list that is oddly satisfying.The daily goals are especially Top Agent Magazine

important in regards to building up those good habits. The first few weeks of your plan of action are critical when it comes to your long term success. Reaching a goal is something you are doing every day, all throughout the day, in numerous ways.

Achieving goals is all about creating good new habits.

4. MAKE IT MEASURABLE

This is key, since you definitely want to reward yourself for a job well done, and having a goal that is measurable in some way is a sure way to know. Maybe it’s to increase your lead generation or to cut expenses, whatever the case, have a measurable test you need to meet, as well as a time frame. Then calculate what you have to do to reach that goal. Not only should your goal be specific, but the plan and the measure of success should also be set in stone.

5. ADJUST AS YOU GO

You can have all the best laid plans, and you still might quickly realize that what you thought would help you reach your goal, might not be cutting it. Commitment to reaching your goals is good, but commitment to a plan you know isn’t going to work is not only a waste of time, but will be a devastating blow to your motivation.

Sticking to a plan everyday means adjusting it accordingly.

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Be Their REALTOR® for Life: How to Build a Relationship with Your Clients That Will Last a Lifetime In the world of real estate, an agent’s relationship with their clients can make or break their career. This industry revolves around working well with people, and being able to develop a strong relationship with your clients is the foundation that you business is based upon.

Just like with a house, if that foundation is weak, the rest of the structure is also going to be unsteady and fragile. The mark of a good REALTOR® is their ability to build up a good referral network and following of loyal clients. This isn’t something that just happens by accident. Building healthy, strong relationships with your clients takes work and knowing how to gain another person’s trust, respect, and friendship. Here are some ways to make sure you are building the right kind of relationship with your clients.

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1. Use Your Friendliness and Optimism to Win Them Over: No one wants a pushy, overly confident salesperson for a REALTOR®. Clients are much more inclined to put their trust in the hands of someone who is friendly when it comes to one of the biggest financial transactions of their lives. A pleasant, outgoing disposition will win you more clients as well as friends. You want to establish rapport in the first few minutes of first meeting prospective clients. Rather than starting with business right off the bat, begin your meeting with some small talk such as similar interests, hobbies, and family life. This will immediately help to put your clients at ease, and show that you are not simply trying to “sell” them something.

People also respond well to optimism. During what can be a very stressful time, clients need someone to help them stay positive when a situation looks difficult and challenging. Optimism also tends to radiate charisma, and people want to be around and do business with charismatic people. You want to learn how to understand, motivate, and inspire people.

2. Be an Inquisitive Learner and an Empathetic Listener:

On the other side of this coin is knowing how to listen empathetically. Empathy involves actually putting yourself or your mind in their shoes so you can genuinely understand their concerns, needs, and opinions. That understanding and empathy is then reflected in your conversation with that client. Your clients want to know that you care about their situation, and that they’re not just another sale for you to make. People are much more willing to put their trust in you when they can sense that you are actually making an effort to feel what they feel in order to understand their situation.

Showing your interest through questions, and then thoughtfully listening goes a long way towards gaining trust. Showing empathy and acknowledging the feelings and emotions involved in your clients situation helps build a relationship founded on genuine care and trust.

3. Watch for Nonverbal Clues:

Don’t be afraid to show your curiosity and ask your clients a lot of questions. Some of these questions may even be difficult and uncomfortable. You want to discover and learn as much as you can about your client. Don’t make the mistake of jumping straight into the role of the know-it-all. Every different client has unique needs, so you want to learn as much as you can about their specific situation before trying to propose a solution. You want to uncover their primary motive for buying or selling, and flush Top Agent Magazine

out any potential concerns they might have.

After you’ve gained as much information as possible, you can then gauge their interest in your possible solutions by asking “what if” questions. Being inquisitive also demonstrates to your clients that you are genuinely interested and invested in their situation.

Most communication happens nonverbally, so knowing how to interpret your client’s body language can be incredibly helpful. Here are a few things to pay special attention to: Eye contact: Be careful with the level of eye contact you use with clients when first meeting.

Too much and too little eye contact can send the wrong impression. You want to try and maintain eye contact around 70 percent of the time. That is the amount that most people are comfortable with. Pay attention to your client’s level of eye

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contact to determine how comfortable they are.

When someone avoids eye contact that could mean they are not engaged in the conversation.

A good way to quickly build a feeling of rapport when first meeting clients is to make eye contact when you first meet them and then start nodding yes to what they’re saying. If the client reciprocates the eye contact and nodding, you’ve established a connection.

4. Prove your honesty and credibility:

Choose the right handshake for each client: One handshake does not fit all people, and that first handshake can be crucial to making a good first impression. The way to do a good handshake for each client is to try and mirror the other person’s handshake in strength, keep your shoulders aligned as you are preferably standing when you shake hands. While you shake your client’s hand make sure you make eye contact and give them a sincere smile.

Showing a little weakness can actually be to your advantage in this situation, and will actually make others more inclined view you as honest. You don’t want to come across as too good to be true. When revealing this weakness, however, the key to coming out on top is turning what sounds like a weakness into a strength. For example, your service may be more expensive, but that’s because you offer more personalized and extra services than your competitors.

Honesty and integrity are the two traits that 98 percent of buyers and sellers report are qualities they consider “very important”. The thing is you can say you have these traits all you want on your website, bio, etc., but trust has to be earned, and the only way to do this is to prove your credibility.

Here are a few tips for how to sound more credible:

When you talk to your clients avoid using filler words such as “um” and “uh”, which can decrease your credibility. You also want to watch the tone of your voice. People tend to translate a deeper tone as sounding more credible.

You want to develop a relationship to last a lifetime when interacting with your clients. There are many things you can do to accomplish this, and using these tips can take you from getting just a few referrals and repeat customers to gaining a loyal client following. Taking the little extra time to make sure you are projecting the right attitude and making sure that you are doing things to gain your client’s trust can make a world of difference for your business.

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JOSELLE ALVES

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JOSELLE ALVES Joselle prefers to service her clients personally.

She knows that her personal touch is irreplaceable, and it would be tough to find someone who could relate to her clients the way she can.

The home buying process can be overwhelming. There are so many things to consider and it is easy to get bogged down in the details. This is where Joselle Alves comes in. Since getting her start in real estate, Joselle has helped countless 10

clients buy and sell homes. She’s known for her warm personality and dedication to her work - something that’s reflected in the fact that 98% of her business is from referrals or repeat clients. As your real estate agent, she will guide you Top Agent Magazine

through the process and help you make informed decisions. Joselle has helped people achieve their dreams for over 20 years and is passionate about continuing to help her clients succeed.

Joselle prefers to service her clients personally. She knows that her personal touch is irreplaceable, and it would be tough to find someone who could relate to her clients the way she can. Her loyalty to her clients is unwavering. She recently traveled home from Miami for 1 day,

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just to be there to attend the farewell bbq of a client that was moving out of town, “Even though I’m not in the country, I said I don’t want to miss it. So, I’m flying home tomorrow for the day.” Joselle serves the Greater Toronto Area (Canada) within a two-hour radius but has traveled 4 hours away for clients who insisted on her representing them.

Clients are sent monthly newsletters on what’s happening in the real estate market, and individual clients are often

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highlighted. “I stay in touch with them after the transaction is done. That’s where a lot of agents lose the repeat clientele.

I’m in the relationship-building business, not the sales business” Joselle likes to be there to tackle the tough questions and be a trusted resource. “Them being happy at the end of a transaction is what’s important to me.”

For listings, Joselle spends a lot of marketing dollars putting

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together the best representation of the property possible. This starts with a voice narrated professional video tour of the home and neighborhood, drone video, 2D floor plans, and more. Joselle feels it’s important, to highlight neighborhood amenities like schools, shops, etc.

“I usually will ask my sellers, why did you choose this neighborhood? So that I can highlight that in my marketing.” By doing this, she hopes to help people get a feel for what it would be like to live there. For buyers, each potential buyer is interviewed to assess their needs and Top Agent Magazine

wants as well as financial parameters.

This ensures they are being shown houses that they can truly call home. When presenting offers on their behalf, a cover letter is created and presented to sellers to get them to “fall in love” with selling the home to her buyer. Joselle is currently on pace to produce over $50M in sales this year. What she loves most is sharing the journey and excitement when real estate dreams become reality for her clients.

During her tenure as President of her local Real Estate Board; Joselle, along 13

with board colleagues, lobbied the government to increase the first-time homebuyers’ land transfer tax credit as well as RRSP deduction limits aimed at increasing homeownership affordability. In her free time, Joselle enjoys boating, movies,

and entertaining. Looking ahead, Joselle is hoping to have her daughter join her. As a mentor and trainer to other agents, you can expect Joselle to continue to impart the same high level of service and professionalism that her clients have come to expect.

To learn more about Joselle Alves email joselle@iprorealty.com, call or text 416-727-3558, or visit www.sellwithjoselle.com 14

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Emotional Fluency:

How to Communicate with Clients When Tensions are High Managing emotions, expectations, and personalities are central to a successful real estate career. After all, this is a business based on relationships and interpersonal communication. Likewise, real estate is built on one of life’s central milestones—homeownership. This means that stress, disappointment, excitement, and competition are inherently Top Agent Magazine

involved in the process. As an agent, you take on the real estate world every day, but most of your clients aren’t well-versed in the norms of the industry and are likely riding an emotional roller coaster throughout.

Acknowledging this, how do you steer the ship when emotions and tensions are running high?

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For starters, it’s not always intuitive. Just like you add tools to your arsenal when it comes to marketing, social media, or lead generation, you also have to add emotional tools to your repertoire. Here are a few ways to diffuse tense situations and keep clients on an even keel—even during the ups and downs of the transactional process.

Create realistic expectations from the outset and reinforce them as you go As a seasoned agent, some aspects of the industry may seem run of the mill to you, but may come as a shock to your clients. That’s

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why communicating expectations from the beginning can help create reasonable touchpoints in the minds of your clients. In addition to talking through the steps of the transactional process with your clients, consider writing out a checklist or compiling a buyer’s guide that can serve as a resource for them throughout. Think of it like a security blanket, but one that’s built by facts, figures, and anecdotal experience. If you paint a clear picture of what to expect, clients are less likely to be taken by the surprise and react impulsively as a result. What’s more, reinforce next steps, expectations, and possible outcomes as you go. If your client is left to wonder or guess at what’s ahead or

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what will happen, they will either envision the worst-case scenario and panic, or they’ll misjudge the next step and be disappointed or left anxious as a result. Minimize surprises by communicating regularly, clearly, and with all options on the table.

When unveiling a problem, come to clients with potential solutions in hand Any agent worth his or her salt knows that bumps in the road are likely to occur along the way. You can’t promise a transaction free of stress or unforeseen issues, but you can minimize the ensuing stress by preparing you client in advance for any potential problems, and by addressing any problems

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clearly and with solutions already in hand.

Clients are likely to become agitated if a problem arises and they can’t understand why or what it means. That’s why slowing it down, talking it through, and offering potential avenues for recourse can quell fears and remind clients why they chose you to facilitate the transactional process. This means you’ll have to vigilant, proactive, and on the ball. Of course, it’s much easier to be an agent when everything is going great and flowing naturally. It’s when things take an unexpected or negative turn that true talent is really tested. Accordingly, show your clients that you are confident and in control by remaining adaptable, communicative, and clear in your problem-solving approach.

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Never underestimate the power of listening As an agent, you are probably well-versed in putting out fires and sourcing solutions. Sometimes, however, clients are really looking to you as a confidante and a listening ear. You’d be surprised how much nervousness you can resolve by simply offering a listening ear and offering reassurance. Sometimes it’s not about providing a band-aid or a practical solution; oftentimes, it’s all about listening. Clients need to feel like they’re being heard, even if you’ve heard it all before. By listening to their fears, acknowledging their perspective, and reiterating their goals—you display your empathy and understanding, which is often just what a client 18

needs to feel better. In other words, you don’t have to break out the graphs and data each time a client airs his or her insecurity. First, slow down, listen, and interact on a personal level. You may stop an emotional upheaval in its tracks simply by putting your listening cap on.

Not all clients are alike. Some will require a little more hand-holding than others, but it’s your job to put yourself in their perspective, recognize the milestone at hand, and managing the personalities you’re working with. The next time you feel frustrated by a client’s unpredictable emotional energy, keep these insights in mind as you diffuse the situation, steer them to a place of comfort, and fortify your interpersonal skillset in the process.

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CHRIS GORDON It was no surprise that Chris Gordon would end up in real estate. His grandparents were in the business and his uncle runs a large real estate operation. At a young age Chris began learning the ins and outs of property management and most importantly, how to develop strong relationships with clients. The path was clear. Ten years ago, Chris sealed the deal and got his real estate license and anyone who knew him knew he was destined for a career in the business.

Born and raised in Stoney Creek, Chris concentrates his business in Hamilton / Burlington and the surrounding Golden Horseshoe region. Chris and his team provide a niche service that is tailored to meet the needs and goals of clients. The team is known for exceptional quality of service, attentiveness and attention to detail. Chris has his finger on the pulse and keeps his clients informed with market updates as well as tips and tricks for homeowners. Even as his team continues to grow, Chris’ priorities are customer satisfaction and building lasting relationships with clients.

factors that give him an edge. Chris works collaboratively with every client to determine what their goals are and develops a plan to reach those goals while staying attuned to the ever changing market. “During these unpredictable times, it’s essential that my team remain nimble and creative while always keeping client satisfaction front and center,” explains Chris.

Chris is a full-service dealer, and that means assembling the best package for each client.

Every client and their needs are unique, which keeps the work interesting for Chris. Said Chris, “Every day I get the opportunity to build new relationships within the community while doing what I love.”

The Chris Gordon team is truly unique within this business. Almost all of his business is based on wordof-mouth and most clients become friends. For Chris, the foundation of a solid working relationship is trust.

He builds this trust by maintaining open lines of communication and providing honest, well researched advice to clients. Chris is always there for people when they need him, making him the first option to come to mind when looking to real estate guidance.

The market is shifting and Chris is constantly studying the changes in the real estate environment. Understanding what the market will bear and communicating this to his clients is one of the key Top Agent Magazine

For more about Chris Gordon please call 905-335-8808 or email chrisgordon@cgordonrealestate.ca Copyright Top Agent Magazine 19

5 Ways to Transform

Renters into Owners Perhaps the largest demographic of untapped business lies in the rental market. From major cities and suburbs to rural communities—renters across generations are opting to rent rather than own. The question is: why? For starters, many Americans are undereducated about the inventory and financing options available that might suit their budget and lifestyle. Secondly, many would-be homeowners have difficulty 20

visualizing the potential investment of purchasing property, and how homeownership can build wealth and security in the long-term.

As an agent, you’re always on the lookout for potential clientele. Now, to guide renters toward the real estate market, keep a few of these strategies in mind as you meet and greet this untapped demographic.

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Show renters that purchasing a home isn’t impossible

Possibly the biggest hurdle for renters is believing homeownership is possible. Beyond saving for a down payment and boosting credit scores, there are dozen more factors to consider: affording utilities, homeowner’s insurance, renovations, property taxes, and more. Besides that, assembling pay stubs, finding an agent, arranging house tours, negotiating a price, and timing the transition are all major considerations to surmount.

One way to combat this thinking is to make the process transparent and demystified. Find examples of past clients who made the leap successfully, or profile the average buyer in your marketplace and see how that renter compares. Provide evidence that it’s been done before and can be done again, then build a game plan from there.

into play. Consider making a checklist, or step-by-step road-map, that guides clients through the process from start to finish. This way, you’ll manage expectations and create a path to ownership that’s specific, instead of abstract. They won’t have to wonder what goes into buying a home when they can look at an interactive site or read a document and see the steps outlined before them, with you there to guide the way.

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Collaborate with mortgage professionals to find the right financing opportunities

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Help would-be homebuyers create a road-map to ownership

It’s no secret that buying a home can feel overwhelming. Compared to signing a yearlong lease on an apartment, taking on the house-hunting process is a daunting affair.

That’s where your expertise as an agent comes Top Agent Magazine

Many renters aren’t aware of the variety of mortgage financing options out there that cater to first-timers, offer low down payments, or down payment assistance. Most buyers believe that the standard 20% down is a hard and fast rule, when in reality, there’s far more flexibility out there to cater to renters where they are. There are even loan options catering to freelance workers, renovation options, and other unconventional routes to ownership.

Work with a mortgage pro and find the route that suits your renter best.

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pay monthly in a mortgage—while building a lasting asset.

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Compare and contrast rental rates with monthly mortgage payments One way to convince renters to make the shift is to demonstrate the savings potential of paying into a monthly mortgage, rather than throwing away rent on a property they don’t own. To do this, draw up the average rental rates in your area, then find some potential listings that would demand a similar amount in monthly mortgage payments. Sometimes placing these numbers and images sideby-side can prove to renters that what they manage to pay monthly in rent, they can

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Paint the big picture

For most, renting isn’t the most sustainable financial option when it comes to housing.

Rents rise, families grow, and retirement looms.

Building a financial future and homeownership go hand-in-hand. When planned appropriately, buying a home can create a path toward retirement and position homeowners in a better place for further investment in the future. A rental has little security or investment returns to offer, while owning a home makes a renter king or queen of the castle.

Prospecting renters as potential homebuyers may seem like a time-intensive way to cultivate new clients, but logic is on your side.

Keep these tips in mind as you broach the conversation with renters in your hometown.

All it takes is clear-cut value proposition and a listening ear.

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MALEEHA PETERSON & STEVE CARRIERE When Steve Carriere and Maleeha Peterson decided to team up, there was nothing that could stand in their way.

With Maleeha’s experience in real estate investments, and Steve’s background in sales and the mortgage industry, they have become a powerhouse. After working for the same large real estate team, they knew their skills would complement each other and allow them to reach great heights. “Within a few years, it was a natural next step for us to form our own partnership,” Maleeha explains. Today they lead M&S Real Estate Group, with two buyer’s agents and a full-time administrative assistant. Focusing primarily on the greater Ottawa area, much of their business is based on referrals and repeat clients. They aim to deliver an unparalleled real estate experience, where relationships are the center focus.

“We want our clients to feel special,” Steve says. “We never want them to feel that it’s transactional.” They handle every detail of the journey, allowing their buyers, sellers and investors to focus on making educated decisions free from worry. “I think it’s our customer service that keeps people coming back and referring us,” Maleeha explains. Buyers are provided with advice, and approached with patience, as Steve and Maleeha understand how pivotal this time is in life. They never pressure them to make choices, instead they get to know them on a deep level and advocate for them at every step. This same guidance is carried into their work with sellers, with their ultimate goal being to draw as much attention as possible to their listings.

Clients love to tell others about their time with Steve and Maleeha, with one recently saying, “Thank you Maleeha for your input and advice during townhouse viewings. Thank you, Steve, for sharing your time, wisdom and background knowledge of builders and construction history, which was invaluable during my search to purchase a townhouse, as I am new to the area. After a month of viewings, I found one and am Top Agent Magazine

excited to move in and make it mine.

Call Steve and Maleeha! You won’t be disappointed!”

In addition to providing smooth real estate experiences for their clients, Steve and Maleeha also love to give back to the community. They sponsored a child through the Make a Wish Foundation, support the Children’s Hospital of Eastern Ontario, and donate to various causes throughout the year. Their free time is spent with their family and friends.

Planning for the future is another important aspect of their work, as they hope to maintain a consistent level of business in the coming years. They see their team as family and want to make sure they stay at a manageable size, so everyone is happy. “We ensure everyone is supported and heard,” Maleeha says. “We don’t want to get too big and not have enough quality time with everyone.” As time goes on, Steve and Maleeha continue to love their careers. They’re excited to see what comes next and are eager to help more clients with their real estate dreams.

For more about Steve Carriere & Maleeha Peterson, please call 613-900-7111 or email steve@maleehasteve.com, maleeha@maleehasteve.com Copyright Top Agent Magazine 23

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