SOUTH CAROLINA 3-14-22

SOUTH CAROLINA EDITION

Small Yard?

Big Statement: How to Make The Most Out of Micro Outdoor Spaces

KEEPING IN TOUCH –

HOW TO STAY IN YOUR CLIENTS’ LIVES FOR THE LONG HAUL

MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS

Things You Can Do to

ANTICIPATE YOUR CLIENT’S NEEDS

FEATURED AGENT

KELLEN SMITH

COVER STORY

BRIAN WELBORN

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

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

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

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

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GET TO KNOW YOUR CLIENTS ON A PERSONAL LEVEL

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

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

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

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

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

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

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

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

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

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

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

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

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Small Yard? Big Statement: How to Make the Most Out of Micro Outdoor Spaces When house-hunters compile their lists of musthave home items, a dreamy backyard space is often near the top. After all, who doesn’t want an outdoor oasis of their very own? From summer barbecues to open space for your dog to frolic— everyone has their own aspirations when it comes to creating the perfect backyard paradise. But as homebuyers seek properties deeper within city limits, and Millennials opt for properties with 6

urban amenities and access, home-connected outdoor spaces are becoming a bit smaller in stature.

Of course, size isn’t everything when it comes to outdoor space. Even balconies, rear patios, and ultra-tiny yards can provide homebuyers with the outdoor reprieve they crave—even on a smaller scale. For a few ideas that can help you envision all the possibilities of a micro outdoor space, read on for inspiration.

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Think vertically.

When space is at a premium, think up instead of out. In other words, make the most of small spaces by capitalizing on your backyard, balcony, or patio’s overhead height. Mood-setting string lights, hanging pocket or wall gardens, floating shelves, and modern overhead hangings can create a sense of privacy and luxury without cluttering the square footage on the ground.

Soothing sounds set the mood.

Upgrade the look of structural components.

Not in love with your patio pavers? Don’t have the sweetest view off your balcony? Whatever your small backyard living space gripe may be, there’s always a solution if you go back to the basics. Consider the structural components of your outdoor space that you aren’t in love with and there’s likely an affordable, eye-pleasing solution. For instance, plenty of home goods Top Agent Magazine

retailers make a variety of punchy or luxe outdoor rugs that can disguise stained or lackluster outdoor flooring. Power-washing is another great solution for old grime and dirt that’s an eyesore. Don’t have a great view? Planting ivy on bare walls, installing adjustable mood lighting, or hanging planters can create a more inviting ambiance.

While there may not be room for a swimming pool or pond in a micro yard or balcony, you can still bring the calming presence of water to your outdoor oasis. Fountains run the gamut in sizing and price, making this amenity an easy acquisition. What’s more, a running fountain not only adds a soothing sound to your space, but it also helps drown out noise from the street or the neighbors—making your space entirely your own and stress-free.

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Don’t compromise on your culinary dreams.

If you love to entertain in outdoor spaces or relish the chance to man the grill—small outdoor spaces don’t have to trip you up. Grill options (both propane and charcoal) come in a range of sizes, many of which can be outfitted securely to balcony posts or be tucked away and out of sight when out of use. Consider nesting tables or those with a removable leaf to adjust your seating and dining options depending on company.

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Another trick? A small, oscillating fan can keep air flow moving in a small space during grill season—and can be easily affixed to walls or posts, as well.

Don’t let yourself or clients be discouraged by spaces with more limited square footage in outdoor areas. Furniture and design trends have already begun shifting toward providing better small-space options, and at the end of the day, a backyard space is all about providing an area for relaxation. With a few well-placed, strategic choices, you can still have it all.

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BRIAN WELBORN

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Top Agent Brian Welborn with Berkshire Hathaway HomeServices C. Dan Joyner Realtors services clients in Greenville, South Carolina and the surrounding area.

If REALTOR® Brian Welborn has a playlist, it’s a good bet that Dionne Warwick, Stevie Wonder, Gladys Knight, and Elton John are on it singing “That’s What Friends Are For.” In fact, it could be Brian’s personal anthem.

“I just have been so so thankful to all the people that come back to and those who tell others about me,” said the native and resident of Greenville S.C., where he is an agent for Berkshire Hathaway HomeServices C. Dan Joyner Realtors. “My business is almost 100 percent referral. I am very fortunate to have so much 10 Copyright Top Agent Magazine

repeat business. One client alone in 2021 had four transactions. In real estate, anyone working in the industry worries about if the phone is going to ring. Am I going to get a call today?

Am I going to get a text? But my clients just keep coming back to me or just keep referring to me.”

It’s been the foundation of Brian’s business for almost five years now, a business he became involved in after a little self-reflection and a lot of push from his life partner, also named Brian. He started out doing mortgages and Loss Top Agent Magazine

Mitigation, attempting to help people save their homes from foreclosure. Most times, the outcome was in actual foreclosure. This was not a happy place to be and it became unsettling. So his partner said, “Why don’t you go get your real estate license?” Brian was very apprehensive at first but he did it. Now working as a solo agent for C. Dan Joyner, he is averaging almost $10 million a year in business in and around the Greenville upstate area.

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“It is very booming in the Greenville area and it has been featured in national magazines as one of the top 10 places to live. I grew up in the upstate and I have seen the massive transformation over the years; today compared to 15 years ago is incredible. The downtown area is just gorgeous,” Brian said, adding that his distinct knowledge of upstate South Carolina includes his personal drive for the community and his work with Habitat for Humanity, having built 11 Copyright Top Agent Magazine

“It is very booming in the Greenville area and it has been featured in national magazines as one of the top 10 places to live. I grew up in the upstate and I have seen the massive transformation over the years. canopies, walkways, and ramps for veterans.

“Community is everything. Without it, there is no work.”

“They call me the 24-hour realtor, a name I adopted early on from a client,” he said. “I am always there for my clients – whatever they need, whenever they need it, I’m there. That’s what it takes in this industry to survive is to be available. Text messages come in and you don’t let them sit for hours on end. The same with Copyright Top Agent Magazine 12

phone calls and emails. Communication is the top priority. I am ready to work for people.”

For 2022 Brian said his agency is the best with being at the top of technology. It just rolled out the KV Core project to help with leads, CRM and Marketing, saying it will help enhance his social media presence. In addition, he introduced an innovative street-view drone along with walk-through videos that give potential home buyers a unique perspective of the outside Top Agent Magazine

of the home and the neighborhood, all collaborating with his photographer Joel Burick.

“One thing I plan to do this year is hire someone to work with me in marketing, Top Agent Magazine

social media, and administration to free me up so I can be even more present with my clients before, during, and after the transaction,” Brian said. “I have recently become Luxury Listing Certified. I want to expand more into Copyright Top Agent Magazine 13

these types of homes. I feel my detailed-oriented background makes me a good fit. I also became Veteran Loan Certified last year and love working with United States Veterans. I

appreciate their service to our country, and I want to be there for them! My hashtag that I have adapted has deep meaning to me and says it all – #YOURREALTORFORLIFE!”

Brian Welborn can be reached at 864-325-8715, email bwelborn@cdanjoyner.com, or his company website at cdanjoyner.com. Brian also has an extensive social media presence on Facebook, Instagram, LinkedIn, and Zillow.

See his profile at Peer Reputation. http://

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g n i p Kee h c u in To

HOW TO STAY IN YOUR CLIENTS’ LIVES FOR THE LONG HAUL

One sign of a great real estate agent is there long list of loyal client following. Part of achieving a great referral base is being a great realtor during the transaction. But, that’s only half of the work.

To truly be your client’s realtor for life and keep them coming back to you as well as referring others to you, you have to stay in their lives past the transaction. Keeping in touch with your past clients can be one of the most important parts of your business, and one that many realtors tend to push to the wayside.

Do you stay in your client’s lives, or do you disappear? People refer people that they feel they know well and that they trust, people they consider friends. However, earning and keeping your client’s trust involves maintaining a delicate balance with how much you contact them. Experts recommend reaching out to your clients at least quarterly. But, it’s not just about how often you stay in touch. You also need to be mindful about how you are reaching out to them. Here are some tips on how to keep in touch with your clients for the long haul: Top Agent Magazine

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INDIVIDUAL PERSONAL CONTACT One of the best ways to keep in touch with your clients is to simply give them a call every once in a while. Follow up and see how your clients are doing. Offer them assistance if they need it. Personalized contact helps to ensure that you remain as important to your clients long after the sale as you were during the transaction. Giving your clients a call on special occasions such as birthdays or holidays also makes for a great personal touch.

Of course, nothing beats face-to-face contact. Stopping by to say hello can be a great way to keep in contact. An even better way to catch up and maintain that friendship is to set up a lunch or coffee date with past clients. Giving individual clients your undivided attention goes a long way towards maintaining that bond you formed during the transaction and earning your client’s loyalty and trust. Interactions like this make a lasting impression on your clients.

Of course, many busy REALTORS® may not have time to follow up with every client oneon-one. A great way to still give personal attention to your clients without meeting each and every one for lunch is to throw a client appreciation party. This allows you to get in some face-to-face time with each client and make sure they all get your undivided attention and quality time to catch up with you, even if it’s only for a short time.

Now, if you have a lot of past clients, this can be difficult to manage during one party. One way to get around the numbers problem is to organize smaller events based on client’s inter-

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ests. Instead of throwing one giant party, host a pool party for the families with kids or a wine and cheese get together for single clients. Hosting special events like these ones goes a long way towards keeping your contact with past clients more personalized and setting you apart from those businesses that simply send them a calendar once a year.

PROVIDE CLIENTS WITH USEFUL NEWS PROVIDE CLIENTS WITH USEFUL NEWS One way that many REALTORS® keep in touch with their clients is by sending them newsletters. This form of contact can be a double-edged sword. You want to make sure you provide them with useful information that reminds them of your value as a real estate professional.

Otherwise your communication will amount to nothing more than spam, and clients will think of you less as a trusted friend and more as a nuisance salesperson.

Clients react much more positively to communication containing information that is pertinent to their lives. Update your clients on what is going on in their local community and housing market. Demonstrate your knowledge about the community and the things that are important to your clients. Include information about local cultural events, community news, housing statistics, information on the mortgage market, home maintenance advice, home design tips, and anything else that your clients will find personally useful. Your clients will always be interested in value.

SEND CLIENTS MEMORABLE AND PERSONAL CARDS Sending your clients cards related to important events in their lives and letting them know that you remember those events and care will go a long way towards building and maintaining a close personal relationship with them. You want to make sure your cards stand out, though. Sending popular holiday cards can be a mistake, as they will most likely get lost amongst all of your clients other holiday cards and will be quickly forgotten. Instead send something more personal such as: HOME ANNIVERSARY CARDS: Send cards to each client on the anniversary of the closing of their home.

CONGRATULATORY CARDS: Remember important events such as wedding anniversaries, graduations, new babies, etc.

SPECIAL BIRTHDAY CARDS: Instead of just sending your typical birthday card, add something special to yours that will stand out. Include a $1 scratch off ticket or a $5 gift certificate to Starbucks. Make sure to include a handwritten personal note.

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GIVE CLIENTS AN UNUSUAL GIFT Make sure the gifts you send your past clients stand out. Send your past clients an odd gift at the beginning of the year or on a holiday. Think outside the box and send things like funny magnets, customized mugs, a personalized piece of wall décor, and other fun and unusual items. A great way to make your gift stand out even more is to include a funny note with it that will catch their attention as well as make them think of you. For example, one cute idea is to send clients a bag of popcorn with the note, “Real estate is popping, give me a call.” You could send a bag of goldfish with a note attached that says, “I’m fishing for your referrals.” Get creative and have a little fun with it, your clients will notice and remember you for it.

TAKE ADVANTAGE OF SOCIAL NETWORKS

Social networking sites make staying in contact with past clients in a more informal and friendly basis much easier. Connect with your past clients on Facebook. This will help you stay up to date on the important things happening in your pact clients’ lives. In return, it provides you a great platform for keeping those past clients up to date with what is going on in your business as well as keep in contact in a more informal manner. Use Facebook to remind past clients to check their basement after a heavy rain or that they can contact you for help during tax time.

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You can even organize your contacts on Facebook into customized lists such as “past clients,” “industry contacts,” etc. This will help you better manage your Facebook contacts.

This will also allow you to view specific news feeds based on these lists and send messages to a particular list of contacts. Don’t forget about the many other social networking sites such as Twitter or LinkedIn either. Utilize this technology to drive personal contact with your clients.

STAY ORGANIZED

No matter how you choose to keep in contact with past clients, make sure to be consistent.

Consistency will help you stay organized and diligent about reaching out to your past clients regularly. A tool used by many real estate professionals to stay organized is a customer relationship management solution. Whether you use one that is online or a computer software program, this will help you stay organized when managing your contacts and allow you to set notifications to alert you when you need to contact certain clients, send out gifts, plan a client appreciation event, and many other things throughout the year.

Staying organized and consistent in your contact with past clients will help you continue to build and manage your referral base, as well as open the door to repeat and referral business.

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Modern Email Etiquette for Today’s Agents In today’s tech-forward culture, consumers are constantly inundated with promotional emails, alerts, invites, and social media blasts. As a real estate agent or a loan officer, how do you stand apart from the noise? What’s more, how do you stay relevant in a digital landscape that’s constantly changing?

For starters, there are a few timeless techniques you can apply to up your skillset when it comes email and digital communication: asking questions that Top Agent Magazine

inspire conversation, politeness, and following up regularly—to name a few. Likewise, there are surely new tricks you can add to your arsenal to stay ahead of the curve. Let’s outline a few ways you can refine and update your email etiquette to compete in today’s virtual marketplace.

Make your subject line count Too often, we labor over the content of our emails without giving much thought to subject lines.

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Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity.

However, these little headlines can go a long way in luring the consumer to open your email and ultimately click through to your website in search for your services. An enticing subject line should be short and sweet, ideally less than fifty characters.

You might also include the name of the recipient, and be up front (though concise) about the subject matter of your message. Remember: the first thing a client will see is your name and subject line—be sure to make this prime real estate shine.

Think mobile Research tells us that 79% of Americans check their phones within fifteen minutes of waking up. In fact, much of modern day correspondence occurs by smartphone. Accordingly, you’ll want to account for email readability on a mobile phone.

For instance, incorporating paragraph breaks for each new thought allows information to be parceled out in a palatable way for readers utilizing small screens. Also, any sort of graphic flair or links within your email should be shortened and streamlined for mobile consumption. Send yourself an email every now and again and access it from your phone—you’ll be able to double-check that all the elements of your emails are working well on a mobile platform.

Incorporate email tools There are excellent tools out there to enhance your email experience. With just a quick download, 22

you can add spellcheck, a URL address shortening feature, or a delay option that holds emails for thirty seconds before they’re sent. Think about the possibilities! Haven’t you sent an email without including the attachment you intended, or realizing you sent correspondence to the wrong client? If that’s the case, a delay feature can help you save face and build in a window for error— just in case. Regardless of which tools speak to your email habits, there are plenty of add-ons out there that can revamp your digital correspondence style.

Use email to maximize your online presence These days, there are plenty of ways to communicate—email, text, phone, apps, and social media.

When you interact through email, consider it an opportunity to invite your client to follow you elsewhere online. Ensure that your email signature includes unobtrusive, streamlined links to your social media accounts, professional website, or review page. This will build in an opportunity for clients to engage with your brand, and you may even add an online follower for the long term.

Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. Keep these approaches in mind as you reenergize your email technique and fortify your communication in the digital era.

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KELLEN SMITH Any good sprinter will tell you that getting out of the blocks cleanly, quickly, and powerfully is the key to a short-distance running race. For Kellen Smith, the comparison is all too real.

A REALTOR® with The Matt O’Neill Team in Charleston, S.C., Kellen has only had his real estate license since June of 2021. Yet in just six months he closed $3.95 million in transactions and has $4.1 million under contract already in the first six weeks of 2022. Talk about bolting to a good start, right?

“I’m excited! I should have started in real estate sooner because I’m having so much fun selling houses,” Kellen said. “What I love most about this career is the sky is the limit for advancement. I’ve been in too many jobs where you get a feeling that (there’s a ceiling on advancement), whether it’s for income or training or mastering the craft. I feel like real estate really gives you infinite ways to continue to have goals. I never want to feel that I’m capped for anything.”

Kellen has held other jobs in his life but with family members in commercial real estate he said he finally got to the point where he felt he had the time to dedicate getting his license. He covers a four-county area in and around one of the most beautiful cities in the South, backed by other members of The Matt O’Neill Team.

That includes a fulltime marketing team as well as an inside sales team that converts leads into appointments, a big asset while he builds his sphere of influence and his repeat/referral business. Kellen also credited his fast start in real estate to his ability to work with cohesively with clients.

“I have a lot of patience and empathy. Asking the right questions and listening to clients helps me understand what they like, and what they want so I can serve them in the best way possible,” he said. “I don’t get emotional. I’m not the type of agent who’s going to push a sale because I must make it by the end of the month.

That really shines through with my clients because it truly means I’m working with them on their timeline to find their perfect house or sell their house to the perfect buyers with the best terms.”

Kellen is also part of an agency that not only does something special each month for clients – a bottle of champagne, hand-delivered, to start the new year; hand-written holiday cards; automated newsletters, to name a few, that generate repeats and referrals – but they are also active in the community.

Kellen and the Matt O’Neill team has done a great deal of work with various charities, including the Make-AWish Foundation. Kellen is an avid athlete, and has also done community work that gets kids involved with surfing and kiteboarding.

“I just want to keep setting goals that I can achieve,” he said. “I want to build my sphere of influence and my referral business and have a positive impact on the community.”

Kellen Smith works for Matt O’Neill Real Estate in Charleston, S.C. He can be reached at 843-801-2630 email ksmith@mattoneillteam.com, visit mattoneillrealestate.com www.

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