WOODS
Laughs!
The Making of A TOP AGENT
In the hustle and bustle of Real Estate lies artistry and skill honed by top-producing industry leaders. What is it that makes specific agents stand out for their success? As we glimpse into the unparalleled success of Top Agents, we find them comparable to an intricately woven tapestry of devotion, strategy, and skill, enabling these agents to
rise to the top, showcasing what is essential to their climb to the summit. Amidst this tapestry are unique threads, fabrics, and patterns that we will explore to share the making of a Top Agent.
First and foremost, one of the most fundamental factors determining an agent’s success
is the level of service they offer their clients. For example, Mauricio Umansky is a prime example; he earned his place on the cover of the Top Agent Magazine for his notable career success as a Southern California Top Agent and owner of The Agency. Mauricio and his team at The Agency are deeply devoted to providing an extraordinaire level of service, a crucial focus for his business. Whether exercising the role as an agent for an elite client or assisting clients through their company’s concierge program, the brokerage and its team members will find a way to provide their clients with whatever they need. The level of service an agent extends to their clients is paramount to their business ethos and directly correlated to the success they find.
Another feature of a top-producing agent is their devotion to nurturing sincere relationships with their clients. Agents who regularly stay in touch with clients acquire a strong repeat and referral business. Upon years of keeping up with past clients through pop-byes, client events, a simple phone call, or grabbing coffee, an agent’s business can become sustainable from this effort alone. Little gestures like remembering a client’s anniversary or birthday can make a positive impression on clients as the agent fosters a genuine relationship with them. While real estate marketing strategies remain essential, nothing compares to satisfied clients driving
word-of-mouth business. We’ve heard from agents featured in Top Agent Magazine who share that their clients often become life-long friends. Top Agents put their heart into their business and the relationships they build. At the same time, their business always stays strong.
The making of a top agent doesn’t stop there. Agents who excel in success are often those firmly involved in the community through charitable work, associations, and events. Active participation in one’s community and an interest in philanthropic causes build trust and integrity and display character and compassion. When a business is devoted to positively impacting the lives of others, it creates a favorable outcome for all involved, those in need and others who share the standard value of paying it forward. When kind actions create a ripple effect by helping those in need, all feel the benefit, further strengthening an agent’s brand image and business.
As we de-thread the tapestry of success required for Top Agents, we see their business is an interwoven fabric consisting of exceptional client service, relationship building, and giving back. Interestingly enough, the real estate industry epitomizes a “people business.” Devoted service to others makes the real estate world as it is. The making of a Top Agent has little to do with financial reward and everything to do with an unwavering commitment to serving others. Let these top leaders and their insights inspire us. Are you the next Top Agent?
Welcome Home: Working with Relocators in Transition
People stage moves for all sorts of reasons. From the joyous and pre-planned, to the unfortunate and unexpected, new chapters begin with the help of an agent. When you’re working with buyers from a different region, state, or country, the typical complications of a transaction can be compounded. So, what’s a savvy agent to do?
For starters, envision the big picture. Relocators have extra obstacles between them and
their dream home. They don’t necessarily know which neighborhoods are ideal for their lifestyle, what they should budget for utilities, what type of homeowner’s insurance is ideal, or how they can tour, let alone close, on a house from afar. All in all, it’s a tall order, but if you can manage a relocation transaction successfully, you could tap into a sizable pool of clientele. Think of it this way: if you’re the shining star of a relocator’s moving process, their word-of-mouth praise could be
exponential. Likewise, a winning reputation within that client’s corporate sphere could lead to lucrative, stable referrals and partnerships for years to come. Here are a few key ways to help clients navigate the relocation process with minimal stress and maximum results.
Create a full-scale timeline for you and your client that makes expectations clear.
Moving is already one of life’s biggest stressors, but relocations have a dozen more moving parts that your average deal. Consider creating a master-plan of sorts to help you and your client visualize the steps required to achieve success in the midst of a relocation. Even from afar, your client will be able to refer to the roadmap you’ve set. Likewise, this makes sure you and your client are on the same page regarding expectations, timelines, and checklists. Assemble an articulated, overarching gameplan also helps demystify the process and lower stress. Instead of clients wondering what’s next, what’s needed, who to call, and when to be ready—handy guidelines of your own devising will be at their fingertips.
Attune your communication style so that nothing goes overlooked or miscommunicated.
Establish early on how your client prefers to communicate and which methods should be excluded. Also, make sure to outline what timeframes are ideal to communicate in, and how often they expect to hear from you with status updates or follow-ups. Some clients might prefer a more hands-off approach that lets you manage most details behind the scenes with updates only when progress is made. Most clients in the midst of a serious relocation, however, will prefer to be in touch more frequently. Customizing is key. If they prefer text messages and emails over calls, that’s a helpful detail to know from the outset. If they prefer face-to-face video chats or can only speak after business hours—those are also key parameters to work within. The less mystery and hassle, the better.
Be a local resource with vetted recommendations and vendors on-hand.
Relocating homeowners may not know the best neighborhoods and their amenities, or where the best school districts are, which areas are high-traffic, or where their dollar might stretch a little further. Identifying your clients’ goals can help narrow this field, but you’ll also want to be careful not to overwhelm them with information. After all, they’re taking on a huge life transition and making a move as an outsider. You’ll want to serve as a onestop-shop who can remove some steps and stress from their organizational obligations. Have a contractor who can get a head-start on home projects while clients make the move?
Excellent. Or, perhaps you can provide an out-of-state agent referral so that clients can sell their existing property in a timeline that works in conjunction with their new purchase. Make yourself a community expert and a connector, and you’ve won a client— and their referrals—for much longer than a single transaction.
Think outside the box when weighing variables.
Relocations aren’t your typical transaction. You’ll need to do a bit more planning to avoid pitfalls along the way. For instance, have you considered how you’ll tour homes with clients if they live hundreds of miles away? Are there time zone differences to factor in?
If clients are relocating from another country, are there any special visa or naturalization considerations? How will their belongings travel? Are there pets to relocate? There are plenty of questions to ask and plan for, but the key is to be communicative and thorough up front. The more information and planning time you have, the smoother the transition will go.
There are certified real estate agent designations you can pursue that set you apart for your experience when it comes to relocations, but in lieu of those—arm yourself with the planning details and methods that will make your client a raving fan. In the process, you’ll up your game, create a happy client, and hopefully field similar business for years to come.
JULLIANN WOODS
A Lifelong Passion for Property:
Julliann Woods on Purpose, Persistence, and Real Estate with Heart
At just 15 years old, Julliann Woods took her first steps into the real estate world—and she’s never looked back. What started as a part-time assistant job helping a seasoned agent with errands and scheduling appointments quickly became something more: a clear calling. “I was making copies and grabbing coffee at first,” Julliann recalls, “but I paid attention to everything. I knew early on that this was what I wanted to do.”
By 19, she had taken the leap, earning her license and launching what would become a career defined by dedication, authenticity, and a deep understanding of the people and properties she works with. Now with decades of experience under her belt, Julliann continues to approach her work with the same energy and care that drew her in as a teen. “I always say, I’m a real estate advisor, not a salesperson,” she explains.
“I’m here to guide people through one of the most important decisions of their lives.”
Specializing in East Simi Valley, Box Canyon, West Hills, Chatsworth, and Bell Canyon, Julliann has handled everything from luxury listings to rehab fixer projects. Her love for the area goes beyond its real estate potential—it’s the diversity and richness of the community that keeps her inspired. “There’s so much uniqueness here, whether it’s housing, business, or development,” she says. “It keeps things exciting.”
Specializing in East Simi Valley, Box Canyon, West Hills, Chatsworth, and Bell Canyon, Top Agent Julliann Woods has handled everything from luxury listings to rehab fixer projects.
Julliann’s approach to client relationships is grounded in thoughtfulness and consistency.
She stays connected with past and present clients through regular mailings, birthday cards, newsletters, and personal check-ins.
“A great mailing goes out to my clients six times a year,” she says. “It’s important to me that people know they’re not just a transaction—I truly value the relationships
I’ve built.” Her network has grown organically over time, supported by her presence on social media, her YouTube channel, and her property-specific websites that showcase listings in a personalized way.
Her professional reputation is matched by her commitment to service outside of real estate. Julliann gives back through
“It’s important to me that people know they’re not just a transaction—I truly value the relationships I’ve built.”
organizations like the Chatsworth Historical Society, GetTogether Foundation, Ventura County Rescue Mission, Tunnel to Towers, Feeding America, and the International Fellowship of Christians and Jews. “Giving back is a big part of who I am—it keeps me grounded,” she says. This blend of professional excellence and community involvement has earned her loyal clients and long-standing respect in the industry.
Looking back, Julliann has gained clarity on what matters most. “If I could go back, I definitely would have branded myself from day one and networked more early on,” she says. Still, her success has come from staying true to herself and approaching real estate with heart, persistence, and a genuine desire to help. “This work is personal. You’re not just helping someone buy or sell a home—you’re helping shape a chapter of their life.”
USING CLIENT FEEDBACK TO ELEVATE YOUR REAL ESTATE BUSINESS
For real estate professionals, publishing your client testimonials is a key strategy for establishing trust, enhancing your reputation, and drawing in new clients. Through the strategic use of positive
client feedback, you can demonstrate your expertise and the exceptional value you offer in real estate transactions. Here are key strategies for maximizing the impact of real estate testimonials in your business:
Diversify Your Testimonials
Collect feedback from a broad spectrum of clients, such as first-time buyers, sellers, investors, and those facing unique challenges. This approach offers a comprehensive view of your capabilities.
Promptly Request Testimonials
Aim to obtain testimonials soon after closing a deal. Prompt timing ensures clients’ memories are fresh, enabling them to share detailed and impactful experiences.
Enhance Your Website with Testimonials
Develop a section on your website dedicated to client testimonials. Display them attractively, including clients’ names, photos, and specific transaction details if possible.
Utilize Testimonials in Marketing Efforts
Embed powerful testimonial excerpts in your marketing materials, including brochures and flyers, to catch the eye of prospective clients and underscore your track record.
Broadcast Testimonials on Social Media
Publicize your client feedback on social platforms, using engaging visuals or property photos to accompany the testimonials.
Innovate with Testimonial Videos
Elevate your client feedback with video testimonials. Short, engaging videos can make a lasting impression on potential clients by showcasing genuine satisfaction.
Incorporate Testimonials into Email Marketing
Utilize testimonials in your email campaigns to underscore your expertise and encourage engagement from potential clients.
Present Testimonials to Prospective Clients
Integrate client success stories into your presentations to illustrate your track record and reassure potential clients of your ability to deliver favorable results.
Feature Testimonials in Your Blog
Share client success stories in blog posts, integrating testimonials to lend credibility and a personal touch to your narratives.
Create Detailed Case Studies
With client consent, develop case studies that explore specific challenges and your successful interventions, offering deep insights into your problem-solving prowess.
Highlight Testimonials in Your Online Presence
Feature client testimonials in your profiles on key real estate and social media sites to bolster your online reputation and attract new clients.
Promote Third-Party Platform Reviews
Encourage clients to review your services on esteemed real estate platforms, enhancing your visibility and credibility.
Engage Through Testimonial Events
Host webinars or events where clients can share their experiences, providing a dynamic forum for potential clients to learn and interact.
Advertise with Testimonials
Use testimonials in your advertising campaigns to spotlight positive client experiences and foster trust with your target audience.
Keep Your Testimonials Current
Regularly refresh your testimonials to maintain relevance and demonstrate your continuous commitment to excellence and client satisfaction.
By strategically publishing real estate testimonials across various platforms and marketing channels, you can build a compelling narrative that resonates with potential clients. Authentic endorsements from satisfied clients serve as a powerful tool for establishing trust and differentiating yourself in a competitive real estate market.
TONY SERRANO: REAL ESTATE WITH PURPOSE AND PASSION
For Tony Serrano, real estate is more than just a career—it’s a way to serve others with honesty, strategy, and heart. His journey into the industry began in an unlikely place: the offices of Universal Music Group in Santa Monica, where he was working in entertainment. But it was a friend’s suggestion—and a long-standing desire to better understand real estate after his mother had a difficult experience selling their family home—that ultimately drew him in. “That experience stuck with me,” Tony says. “I wanted to do better for people than what she experienced.”
Now with over 20 years of experience, Tony works across Los Angeles County and parts of Riverside and San Bernardino, helping a wide range of clients find their place in Southern California. Whether it’s a young couple buying their first home in the suburbs or an investor seeking opportunities in the heart of the city, Tony meets each transaction with the same focus and integrity. “I love L.A.—the diversity of people and properties is what keeps it exciting,” he says.
Tony’s approach to real estate is driven by a combination of strategy and genuine connection. Each new listing is supported by a tailored marketing campaign—one that blends modern tactics like social media promotion and online advertising with traditional tools like direct-to-consumer mailers. “The right price point paired with an aggressive launch
creates a strong buzz,” he explains. “That’s how you get buyers through the door and real offers on the table.”
But Tony doesn’t just rely on visibility to stand out. He’s built his reputation by being consistent and deeply involved with his clients long after the sale is done. “I stay in touch—monthly newsletters, seasonal postcards, and phone calls just to see how people are doing,” he says. “It’s about more than just transactions. It’s about relationships.” That human-centered approach has helped him maintain a strong referral network and loyal client base year after year.
Looking back on his career, Tony admits that the 2008 housing crisis was a turning point. “If I could go back, I would have been better prepared financially and would’ve bought more properties,” he says. Still, his work ethic never faltered, and even during challenging times—like the past year, which was marked by the loss of his mother—Tony continues to show up for his clients. “It was a tough year,” he says, “but my passion for this work and my clients never changed.”
Giving back is also a core part of Tony’s mission. He supports the American Cancer Society in memory of his mother, as well as Samaritan’s Purse and Operation Christmas Child, which provide assistance to families and children around the world. “Community matters to me,” he says. “Real estate is local, but our impact doesn’t have to be.” For more about Tony Serrano, email tony@tonythebroker.com, or visit tonythebroker.com You can find Tony online at @tony_the_broker, on Facebook, or on YouTube.
https://www.facebook.com/tonysellmyhome
https://www.youtube.com/@TonyTheBroker
Establishing Yourself as a LOCAL AREA EXPERT
For real estate agents and local business professionals, carving out a reputation as a go-to local expert is invaluable.
Below are tailored strategies for real estate professionals eager to become their community’s trusted authority.
Deep Dive into Local Insights
Gain an intimate understanding of your community’s pulse—its history, cultural nuances, and what makes it tick. Keep abreast of housing trends, economic shifts, and unique local attributes that influence the market.
Hone Your Specialty
Pinpoint a market niche that aligns with your community’s specific needs. Whether it’s a focus on historic homes, luxury properties, or first-time homebuyers, specializing sets you apart.
Forge Local Connections
Immerse yourself in the community by attending events, joining local organizations, and engaging in activities that matter to your neighbors. Cultivating relationships with fellow businesses and professionals enhances your network and referral potential.
Boost Your Digital Footprint
Craft a compelling online presence with a professional website and active social media channels. Share insights on local happenings, market updates, and valuable content that positions you as the local expert.
Collaborate with Neighborhood Businesses
Partner with area businesses and groups for mutual promotion. These partnerships can broaden your visibility and reinforce your community ties.
Commit to Community Service
Demonstrate your dedication to your area through volunteering and supporting local causes. Authentic engagement with your community can significantly bolster your personal brand.
Educate Your Audience
Offer your expertise through informative content that addresses the local market’s nuances. Publishing guides, articles, or videos can make you the go-to source for real estate advice in your area.
Leverage Client Success Stories
Utilize testimonials from local clients to underscore your impact. Encouraging satisfied clients to share their experiences online can further solidify your reputation.
Engage with Local Media
Position yourself as a local real estate authority by contributing to local publications and websites. Offering insights on real estate trends or market forecasts can increase your visibility and credibility.
Maintain Cohesive Branding
Ensure your branding is consistent across all platforms. A recognizable brand identity makes you easily identifiable and strengthens your market presence.
Stay on the Pulse of Your Community
Keep informed about local developments, news, and events. Sharing your perspective on how these could affect the local real estate scene showcases your expertise and keeps you relevant.
By diligently applying these strategies, you can establish yourself as the definitive real estate authority in your local market, enhancing both your credibility and your opportunity for growth within the community.
