8 minute read
BUSINESS GROWTH MILLER
Business Growth Hack: Absorb Your Clients’ Stress!
Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth. You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up
your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.
Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.
Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR ® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family. And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.
Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.
Listen – really listen – with patience
Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.
Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know
Empathize
Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and
sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.
Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted. Instead, they know trust must be earned and nurtured over time.
mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”
Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.
Roll up your sleeves
“You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help. When clients feel cared for, they remember the agents and partners who helped them.
ANDREW MILLER
ANDREW MILLER
Soon after 9/11, Andrew Miller enlisted in the Marine Corp. After serving his country, he was set to uncover a new professional path, and in 2005 he landed on the mortgage business as his next challenge. In the years since his industry debut, Andrew has built a compelling reputation, known for his problem-solving ability, superlative service, and personal touch.
Today, Andrew spearheads his work as a direct lender alongside his wife, serving clientele in both Carolinas and Virginia from their Lake Wylie, South Carolina office. There, they’ve managed to cultivate a business exclusively driven by repeat and referral clientele who trust their track record of success, and the personable atmosphere they create amidst the stress
of a transaction. What’s more, Andrew has access to a range of products to suit borrowers of all kinds—from bank statement programs that cater to self-employed homebuyers, to renovation loans, traditional fare, and more. No matter the route taken to homeownership, Andrew focuses on providing clients a full-service experience that consistently delivers on-time results. “We pride ourselves on the concierge-level service we give our clients,” he says. “My wife and I offer a white-glove experience, beginning to end. We also prioritize communication and responsiveness. We’re open seven days a week and we make sure that we’re available for our clients, no matter the hour.”
When approaching relationships with agents or borrowers alike, Andrew makes it a point to get to know clients on a personal level, understand
their goals and long-term vision, and remain a resource long after the closing table has been reached. “Every transaction is a special experience for someone,” he says. “Our slogan is One Family at a Time, and we take that very seriously. When we’re working with clients or agents, we see them as individual people first, and are sure to give them that personalized attention so they feel seen, heard, and understood.” In that vein, Andrew describes the ways in which his professional aims have evolved
after becoming a father. “I feel like I’ve grown as a professional quite a bit since I became a father,” he says. “When we had our little girl, my view of the homebuying experience really deepened. Most anyone can own a house, but owning a home is more than that, especially when you have a family. Helping other families into a house, knowing we share those experiences as we watch our children grow in a home of our own, really gives me new perspective and gets me up in the morning.”
Beyond the office, Andrew gives back to his community through a variety of causes, including through his participation as a Mason and a Shriner. He helps fundraise for the Shriner’s Hospital for Children through the Lake Wylie Golf Classic, and through the Lake Wylie Children’s Charity. In his free hours, he most enjoys time spent with family and loved ones, woodworking, and defending his title as a award-winning BBQ pit-master.
Looking ahead, Andrew intends to keep progress steady as his business continues to grow and serve the wider community. “We enjoyed
33% growth last year,” he says, “and we want to keep growing at that same clip, continuing to build relationships and consider adding team members in the future. Over the last
fifteen years in this business, I’ve learned a lot, and I want to help mold a team and pass along that knowledge to the next generation of professionals.”
To learn more about Andrew Miller
visit
www.zillow.com/lender-profile/TheMortgageManTeam
