SOUTHERN CALIFORNIA EDITION
WHY EMPLOYEE APPRECIATION MATTERS & Can Boost Your Bottom Line How to Get the Biggest RECHARGE Out of Your Lunch Hour IS STARTING A TEAM THE RIGHT SOLUTION for Your Business?
COVER STORY
AARON STEL
Things You Can Do to ANTICIPATE YOUR CLIENT’S NEEDS THINKING OF LISTING? Nine Ways to Get Ready FEATURED AGENTS
DOUGLAS MERLINO & CHRISTINA CURNYN BREE BORNSTEIN JOSH MYLER JOSEPH ONELLO
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SOUTHERN CALIFORNIA EDITION
nifer Vasquez is proud to congratulate
Doug Merlino Jr. & Christina Curnyn 7
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DOUGLAS MERLINO AARON STEL & CHRISTINA being featuredCURNYN for the state AARON STEL
on California in Top Agent Magazine!
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BREE BREE BORNSTEIN BORNSTEIN
CONTENTS Jennifer Vasquez | Escrow Officer Mor Escrow Services | License #9631537 c: 714- 274 - 6204 | o: 714-848-8220 Jenn@morescrow.com | morescrow.com
5) WHY EMPLOYEE APPRECIATION MATTERS & CAN BOOST YOUR BOTTOM LINE www.
17672 Beach Blvd., Suite F, Huntington Beach, CA 92647
10) HOW TO GET THE BIGGEST RECHARGE OUT OF YOUR LUNCH HOUR 19) THINKING OF LISTING? NINE WAYS TO GET READY
29 JOSH MYLER JOSE
Josh Myler had a successfulAscareer a vet in the tech world—he Marines worked w with Elon Musk at Musk’s first active dut venture, which led him intothe a busilesson a life ness development and salesfrom career to service at Oracle Corporation. But Josh less-than-p eventually found himself ready to intowith the ho explore a new career. He met JOSH MYLER JOSEPH ONELLO when he l a friend who worked in real estate exceeded h to ask him about the business, and home-buy soon realized his skills and clients. person-Th ality would be a great match ness for the soon and industry. a lifestyleJosh around his began team’s his apprenticeship with a top agent at people Coldwell Banker. “The care of before, during andrest after was history,” Josh said. Fifteenthere’s yearsno later, he leads histoown team reason for them go elsewhe at The Agency, a brokerage in Beverly Hills. Instead of focusing Joseph’s at The Group in Te on one small area of Los Angeles, Joshteam serves the Onello enter city, from himself, two buyers agents (one who spea Malibu to Silver Lake and everywhere in between. As a result, he “We primarily serve the Temecula Valle can have long-term relationships with clients who move all over County San Diego,” Joseph says. “There the LA area. A staggering 80% of his business comes from repeat who can afford homes in Temecula, wh and referral clients. east of Camp Pendleton.” Naturally, give
23) IS STARTING A TEAM THE RIGHT SOLUTION FOR Marine Corps and one of his agents’ 21 YOUR BUSINESS? What sets Josh apart from other Los Angeles? active,agents reserveinand retired military He’s men an
unflaggingly honest with his clients. “I tell them what is actually possible,” Josh says. “I don’t things. In a need townto “We’resugarcoat solution-based; we often room,” says Joseph. know that like Los Angeles, people really appreciate whenClients you tell them vet every opportunity and every detail b the truth.” Not only is Josh straightforward, he works incredibly next step of any transaction. By exampl hard to help his clients accomplish their goals. “My clients see recently opening escrow for his client that,” he says. No matter what comes up during the process, Josh advised the client not to order the inspe stays calm. “One of my biggest jobs as an agent is to stay calm in owes taxes, but I only work with vendors an ocean of storms.” He also makes sure to think outside the box in this case, my lender told me right aw whenever possible. taxes; I wouldn’t want the buyer to order
27) THINGS YOU CAN DO TO ANTICIPATE YOUR CLIENT’S NEEDS
the amount of the back-taxes and how
To stay in touch with past clients and people in theempathetic community who getting.” Joseph’s approach are interested in real estate, Josh out by phone to check one’sreaches best interests. in. “If I sell a client a house, I’ll reach out by email and phone a month later to see how everything is going with the house.” He also sends birthday and holiday cards. “Those thoughtful little touches really matter,” he says.
Phone 888-461-3930 | Fax 310-751-7068 mag@topagentmagazine.com | www.topagentmagazine.com No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. To subscribe or change address, send inquiry to mag@topagentmagazine.com. Published in the U.S.
To find out
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v moree
contact him via email at jmyler@theage You can also check him out online a 3
mailto:mag@topagentmagazine.com http://www.topagentmagazine.com
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Why Employee Appreciation Matters & Can Boost Your Bottom Line Attracting and retaining talent creates a positive working environment for your business, but it’s also good for your bottom line. When team members come and go constantly, your office becomes a revolving door, with no steady workforce, abiding company culture, or continuity for your clients. What’s more, breaking from your duties to post ads, interview applicants, and train new hires takes up valuable time—and time is money. Instead, creating a working environment with built-in Top Agent Magazine
perks and morale boosters makes everyone happy, including you as a leader. You’ll have fewer fires to put out or squabbles to referee if your employees are motivated, feel appreciated, and inclined to work together for the business’s greater good. In that vein, let’s consider the concrete benefits of employee appreciation and how to apply these principles to your business in meaningful ways.
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What is employee appreciation and how do you enact it? Whether built-in through perks and benefits or by hosting regular events, employee appreciation is about making your team feel valued and part of a whole. No one wants to feel replaceable or voiceless, so it comes down to this basic truth: employees who feel heard and appreciated invest more in their work and your business. Likewise, no one wants to hop jobs every six months. Employees desire reliability and consistency in their work options, but they’ll be forced to move on to greener pastures if they don’t feel like their talents and contributions are recognized, or if there isn’t enough value to match their output. By displaying gratitude through employee appreciation, you’re sending the message that your employees’ efforts are respected and considered integral to your operation’s success. Employee appreciation also sets the right tone for professional relationships in your office to flourish, which makes for better workflow and communication on an interpersonal level. Motivation and morale are closely tied to employee appreciation, so there is a clear symbiotic benefit to investing in your employees’ happiness in order to breed a happier, more productive work environment. How do you make employee appreciation an active part of your business model? To start, keep it simple. Treat your employees to a bagel spread on a Monday morning to boost morale ahead of the workweek. Or, consider 6
an employee happy hour on a Friday, or a group lunch mid-week. Well-timed moments of generosity can lift spirits and signal your intuitiveness as a leader, while creating fuel for upcoming projects and deadlines. If you want to take it to the next level, consider in-office perks from which your employees can derive value or morale. For instance, some offices allow employees to bring in their docile pets. Other offices keep the communal kitchen stocked with sparkling water, fresh fruit, and quality coffee to keep team members satiated. Maybe your office would benefit from a modern décor update, which might make for a more compelling, progressive workspace for your employees to enjoy. Whatever route you take, cultivating a positive office environment can extend employee appreciation on a daily, hands-on basis. Perks and benefits are another way to build-in employee appreciation and demonstrate your investment in your team. Bike-to-work benefits, subsidies for public transportation or gym membership costs, or even supplying your team with their own smartphone—all demonstrate a company culture that’s focused on fueling your team’s morale and productivity. While some of these steps may seem like a costly investment, the returns are unequivocal when it comes to lasting employee retention. Turnover is a blight on your bottom line, so taking a proactive approach to employee appreciation can inspire a dynamic team, lead to a more positive work environment, and boost your financials for the long term.
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DOUGLAS MERLINO & CHRISTINA CURNYN Top Agent Magazine
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DOUGLAS MERLINO & CHRISTINA CURNYN With well over three decades of combined experience, brokers Doug Merlino Jr. and Christina Curnyn have forged a partnership that has proven formidable in the highly-competitive Orange County real estate market in sunny, southern California. This dedicated, highly-ethical and dynamic partnership – working under the auspices of Christina and Doug Brokers – is redefining the very concept of excellent client service. Christina, who hails from Brazil, got her start as an agent back in 2003 after moving to the United States. She hit the ground running, and her strong work ethic and dedication to her new career resulted in her achieving Top Agent status her first year out of the gate. Obtaining her brokers license in 2007, she quickly became a high-energy, passionate force to be reckoned with. Doug, the son of two real estate brokers, decided to try his hand at the family business after an initial period doing non-real estate sales jobs post-college. In 2002, he decided to try his hand selling homes, and was an almost-instantaneous success. Selling $3.8 Million in real estate his first 6 months in the business. He quickly obtained his own brokers license, and developed a solid reputation as a level-headed, knowledgeable agent who could be trusted to put his clients needs front and center. Christina and Doug joined forces in 2015, and have seen their business increase exponentially each year since. Servicing a large swath of Southern California – the pair currently have listings as far north as Beverly Hills and as far east as the Coachella Valley – Doug and Christina go wherever their loyal clients require them to. Their client-first approach has endeared them to everyone who has the pleasure of working with them, and has resulted in a business that is comprised almost entirely of repeat business and referrals from satisfied customers. “This business is all about customer service,” says Christina. “Our goal is always to make sure our clients have a great experience.” While they function as a well-oiled team, both Christina and Doug readily admit that their personalities are significantly different. Christina exudes enthusiasm and irrepressible energy, while Doug concedes to being the more analytical and detailed-oriented of the pair. This, they believe, provides the client with a dynamic that Doug jokingly refers to as being that of good cop, bad cop when negotiating deals. “That’s one of the reasons they come back to us,” he surmises. “They like the yin
and the yang. We make them part of our team as well. We’re all trying to achieve the same goal together.” Christina and Doug’s wealth of industry knowledge extends to all areas of their business, and they have cultivated a reputation for being consistently on top of their game. Their savvy, cutting-edge approach to marketing has played a large role in their ever-growing success. “We consider ourselves to have an excellent marketing program,” says Doug. A robust online presence, high-quality professional photography and tasteful staging are all tools in their highly-effective arsenal. Both Christina & Doug believe in their business and they own several multiple properties and they invest in what they believe. “What I like most about what I do,” says Christina, “is that I’m able to help people reach their goals. I like to make people feel as if they’ve won something when the transaction is over.” Doug concurs: “It’s a nice feeling to be able to help people purchase one of the largest investments they will make in their lives.” Their focus on client service is primary, as they believe the financial rewards will follow in the form of continued referrals. During the rare times they aren’t working, both enjoy spending time with their families, including Doug’s young daughter and Christina’s infant son. Christina is an avid hiker and cyclist, while Doug’s primary recreation activities include golfing and gym time. They are both passionate about giving back to their community, and donate both time and money to multiple organizations, including sponsorship of charitable events. Beneficiaries of their philanthropy include the Make-a-Wish Foundation and an orphanage in Brazil. Looking to the future, the pair are in the incipient stages of forming a team with the goal of being able to assist even more buyers and provide them with the high level of service that has become their calling card. “Growing our business is our goal,” says Doug, “but only if we can do it organically and with the right people.” Christina expresses another motive for this growth, one which reflects perfectly their overarching business ethos: “I want to grow our business by twenty percent this coming year. The more we can increase our business, the more we can give back to our community and be helpful to even more customers.”
For more information about Doug Merlino and Christina Curnyn, call 714- 742-4601 or email agentchristina@gmail.com or dmerlinojr@yahoo.com 8
Copyright Top Top Agent Agent Magazine Magazine
Jennifer Vasquez is proud to congratulate
Doug Merlino Jr. & Christina Curnyn
on being featured for the state of California in Top Agent Magazine!
Jennifer Vasquez | Escrow Officer Mor Escrow Services | License #9631537 c: 714-274- 6204 | o: 714- 848 - 8220 Jenn@morescrow.com | morescrow.com www.
17672 Beach Blvd., Suite F, Huntington Beach, CA 92647
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How to Get the Biggest Recharge
Out of Your Lunch Hour When things get busy, it’s typical to find a grab-and-go lunch and keep plugging away on the tasks at hand. While some days demand this kind of hustle, your lunch hour can be a valuable window in which to recharge and set the tone for the latter half of your day. In fact, taking a mindful break at midday can create 10
mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon. But how do you maximize that hourlong reprieve amidst a busy schedule? Here are a few ideas for inspiration, no matter what your tastes or preferred habits may be.
Top Agent Magazine ÂŽ
Top Agent Magazine
Taking a mindful break at midday can create mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon.
GET MOVING Just ten minutes of light exercise can get your blood pumping and your energy renewed. Step outside and take a brisk walk around the block, or walk to your favorite sandwich shop instead of hopping in your car. Find ways to incorporate light exercise into your lunch hour routine and you’ll not only enjoy a chance to stretch your legs and get your eyes off of screens, but you’ll also reap the health and mood benefits of endorphins. Even extended stretching or mild calisthenics can provide rejuvenating relief in short order. Top Agent Magazine
PLAY CATCH UP Sometimes catching up with an old friend or family member can brighten your day and give you a morale-boosting outlet beyond the office. During your next lunch hour, why not combine a jaunt around the block with a call to catch up with your sibling or college buddy? Shifting your focus from work and centering instead on a comforting interpersonal relationship can really boost your mood and reinforce your personal values.
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CHANGE YOUR TUNE
SOAK UP THE SUN If you’re tempted to eat your lunch at your desk while staring into the same computer screen that you’ve been working on for hours—think again. Sure, a busy schedule sometimes means making that sacrifice, but when your schedule and weather permits, try to take your lunch outside and disconnect from your office setting. Soak up the sun, feel the breeze, and lift your gaze to the horizon instead of toward your phone or computer screen. The mood-boosting benefits of time spent recharging outside are well-documented, and a change of scenery can give you the boost you need to power through your afternoon to-do list. 12
Use your lunch hour to treat your senses. As you eat or get active, try queuing up your favorite music or the latest episode of your favorite podcast. If you focus on the same tasks and stimuli for too long, your brain will fatigue and your focus will erode steadily over time. Shift gears and treat your mind to some music or stimulation outside of your daily tasks. You’ll help yourself relax, recharge, and create a natural transition point for your ensuing afternoon workflow. Your lunch hour isn’t just about being purely functional. If you want to maintain a steady rate of productivity and leave the office satisfied by the progress of your day—use your lunch hour wisely. As important as it is to nourish your body, also consider nourishing your mind. No matter what your chosen outlet may be, don’t overlook the power of a well-spent lunch hour and the positive benefits that are sure to follow.
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AARON STEL Top Agent Magazine
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AARON STEL
Top Agent Aaron Stel of Keller Williams in Southern California’s Inland Empire is a real estate professional who can be trusted to deliver conscientious and dedicated service to each and every one of his many grateful buyers and sellers. His long history in the business has imbued his approach with deep industry knowledge and a focus on clear, consistent communication, and the results of this are made evident by his ever-growing, more-than-satisfied client base and the wealth of glowing testimonials on Zillow and Yelp. 14Copyright Top Agent Magazine
Aaron began his sojourn in real estate in 2005, when he was just out of college and living in Aspen, Colorado. “I was selling luxury condos with the Ritz Carlton for their Ownership Club,” he explains. “Then I moved to Anguilla in the Caribbean, where I lived for two years selling a luxury project for the Viceroy Resort Residences on that little island.” Aaron subsequently moved his family to Australia, where he continued in a sales position unrelated to real estate. He then relocated to Southern California in Top Agent Magazine
2014, where he began working in the realm of residential real estate. Extremely self-possessed and wellspoken, Aaron’s passion for what he does is extremely evident when talking about his career. Serving primarily the cities of Rancho Cucamonga and Upland, his background in hospitality and customer service provided the perfect training ground for his stellar success assisting buyers and sellers in those communities that lie roughly Top Agent Magazine
forty-five miles east of Los Angeles. Working with his seasoned partner Scott Gee, a sizable portion of their business is based on repeat and referred clients, a clear barometer of Aaron’s excellent client service skills. “We really focus on creating a great experience for our clients,” he says, “whether they’re selling their home or if we’re helping them purchase a home. We really communicate that we’re going to do everything we can to make the process both smooth and seamless.” Copyright Top Agent Magazine15
The relationships Aaron forges with his clients far transcends the closing table. “What helps set us apart from our peers is the amount of follow-up that we do,” he says. “We’re always keeping in touch with clients, past and present.” Touching base with them frequently via multiple methods, Aaron is proud of the fact that he remains a resource to them long after the transaction has closed. “We always want to come from a place of contribution, and we let them know that if they need anything regarding their home, they can contact us.” He is also committed to 16Copyright Top Agent Magazine
showing his appreciation for their patronage, and utilizes multiple methods to show that appreciation, including pop-bys, phone calls, and annual client appreciation events. Extensive, cutting-edge and savvy marketing also factors into his success. “We are very systemized with the way we run our business. We take pride in making sure that nothing is overlooked, and that we follow the protocol we designed to ensure that every customer experience is seamless.” Having a strong support network of team members including Top Agent Magazine
his partner Scott Gee and a full time administrative assistant has allowed Aaron to focus on the tasks at hand. Extensive consultations, professional photography and video, and a robust internet presence are among the many tools utilized to promote his listings and expose them to the greatest number of potential buyers. Top Agent Magazine
Still, it’s the more personal side of the industry that provides Aaron with the most satisfaction. “I like interacting with people of all different types,” he says, and the sincerity of this is evident in his voice. “The best thing about my job is handing the keys to new home buyers, or congratulating sellers at the close of escrow.” Copyright Top Agent Magazine17
When he’s not working, Aaron enjoys nothing more than spending time with his family, and is involved in his two children’s pee-wee sporting leagues. He can also be spotted tooling around town in his vintage 1968 Cadillac DeVille in his down-time garb of choice, a cowboy hat and boots. When asked what he would most like to convey to potential clients, Aaron says, “Anyone who
is working with us is going to have a great experience. We really pride ourselves on our professionalism and our communication, and we have yet to have any unsatisfied clients in over 250 sales in the past two-and-a-half years. We want to provide great service whether we’re selling someone’s $250,000 condo or a high-end luxury home. We treat every transaction like a luxury sale. Every client is going to get the same great experience.”
For more information about Aaron Stel, please call 909 - 360 - 6503 or email aaronstel@gmail.com 18Copyright Top Agent Magazine
Top Agent Magazine
Thinking of Listing? Nine Ways to Get Ready The less time a home spends on the market, the more likely it is to sell at or above list price. That’s why our Top Agents recommend getting a property ready for marketing well before listing. Anyone who is even just starting to think about listing will benefit from some basic upkeep and pre-staging work. Even if you decide now is not the time to list, you’ll enjoy these simple improvements around the home. With the right local resources, most pre-listing preparations take less than a week and will make the formal staging process simpler for all involved. Ask Top Agents in your area for referrals of local pros to hire. Once you’ve selected your Top Agent, keep yourself open to his or her opinion on other TLC to help decrease your home’s market time. 1. Inspection: The last thing a seller or buyer wants is a surprise at
inspection. That’s why a complete inspection before listing is so valuable. Many necessary fixes, such as minor roof or appliance repairs, can be discovered and repaired in less than a week. If inspection uncovers a major issue, any Top Agent will tell you that this knowledge is power; disclosing and expecting to take responsibility will increase buyers’ trust without affecting market time. 2. De-Clutter: Take a little time to pack away surplus furniture items and
extra knick-knacks, papers, books or occasional-use items throughout your house. Remember this may require boxing away video game supplies or packing up comfy throw pillows and blankets. Move these items temporarily into closets, the garage or attic with the assumption of possibly renting a storage unit just before listing. 3. Paint: Whole-house painting is likely not necessary, but consider touching
up baseboard moldings and doorways and open wall spaces in high-use areas Top Agent Magazine
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such as bathrooms, the office, family room and indoor recreation spaces. Also consider a little varnish on the front door or banister. 4. Artwork and Decor: Take a neutral look at your décor. Better yet, ask a
Top Agent to do so. Buyers should be able to picture themselves living in your home. While your Top Agent may not advise you to appear generic, you’ll likely need to thin out any shrine-like displays to family, hobbies or cultural interests.
5. Deep-Clean Housekeeping: After you’ve de-cluttered and touched up
the paint, request a deep cleaning from your housekeeping service and weekly cleanings thereafter. Make sure they pay attention to details like dusting or vacuuming window treatments and lampshades or wiping smudges off door jams and baseboard moldings. 6. Carpets and Rugs: Bring in the pros, but don’t just clean the carpets.
Because the cleaners will be moving furniture anyway, ask them stretch and tighten any buckled areas of carpeting. Doing so now saves the trouble of having to credit your buyer for this following final walk-through. Also consider removing small area rugs to let the beauty of your hardwood floors shine.
7. Look at the Loo: Buyers may not notice a brand-new toilet seat, but they
will turn up their noses at the one with the broken hinges. Freshly replaced toilet seats, faucets or doorknobs in heavily trafficked bathrooms can go a long way in first impressions.
8. “Mow & Blow”: Consider buyers as guests you want to feel welcome
as they ascend the front walk. If you don’t already have one, hire a weekly gardening service to keep up with the mowing, weeding, pruning and basic maintenance outside so you can focus on other things. 9. Staging: Once you’ve selected a staging professional for the finishing
touches, ask them and your Top Agent for final recommendations on day-today upkeep, storage options and what-to-do (or what not to do) while your house is on the market. 20
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BREE BORNSTEIN
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BREE BORNSTEIN Top Agent Bree Bornstein of Pacific Sotheby’s International Realty in Rancho Santa Fe in Southern California has spent more than a decade building a sturdy reputation as an agent who can be trusted to put her client’s needs front and center at all times. Her affable, down-toearth nature and strong business acumen are a winning combination that has endeared her to all who work with her. A graduate of the Design Institute of San Diego, Bree previously enjoyed a highly-successful thirteen-year career in interior design. “I had my own store in Solana Beach,” says Bree, “but I was kind of burned out.” With the encouragement of a friend who had recently entered the real estate business, she decided to give it a go as well. Joining one of the largest and most successful teams at Pacific Sotheby’s International Realty, she helped it achieve a staggering $750 million in closed transactions from 2011 to mid-201, and her contributions also helped the team achieve its ranking among the top 50 in the United States, Top Ten in San Diego County, and Top Two in Rancho Santa Fe. In mid-2016, Bree left that team to form her own, and currently works with partner Leslie Selich. Currently, Bree’s business is based more than 85% on repeat and referral clients, many of which are cultivated via her active community presence. “I do a ton of charity work,” says Bree, “so I get a lot of business from doing that. It’s kind of my own little network.” As someone who sells primarily high-end luxury real estate, Bree’s personality is much more down-to-earth than might be expected. “A lot of clients have told me that they’ve worked with other agents who just weren’t very approachable,” she says. “Even though I sell luxury real estate, I’m very laid-back, and I give them really great service. They trust me.” That trust is made evident by the multitude of glowing reviews of her service on Zillow.com, like this one: “Bree was an absolute pleasure to work with. I purchased
my first home with Bree and the process could not have been easier, despite being a complete novice. I consider myself a very particular person and Bree was able to cater to my needs every step of the way. I highly recommend Bree.” Intelligent, highly-professional marketing has also played a large role in Bree’s continued success. In particular, her background in interior design has proven to be a huge advantage in this highly-competitive industry. “I’ve had clients choose me from the list of agents on the Pacific Sotheby’s website simply because I have a background in interior design. It’s proven useful because I know a lot of tradesmen and I’m able to hook them up with my clients, and I’m able to help them visualize a home’s potential.” Bree’s aforementioned passion for giving back to her community has led to her work with multiple charities and civic organizations, including Miracle Babies, St. Jude’s Children’s Hospital, and the Rancho Santa Fe Rotary Club. When she’s not working, she loves spending time with her husband Ron and their children Emily, Isabella, Ava and Chloe. Beach time is a priority, as is entertaining and hosting parties at their Rancho Santa Fe home. As for the future, Bree is looking forward to continuing to grow her business and her team, and is excited about the prospect of nurturing the careers of up-an-coming female agents. “I want to help empower them, and possibly have an all-woman team.” Ultimately, however, it’s the more personal side of the industry that Bree finds the most rewarding. “I just love meeting different people,” she enthuses. “I just think people are interesting, and that makes my job interesting. I love being able to help someone with what is likely to be the most expensive purchase they will ever make.”
For more information about Bree Bornstein, please call 858 -405 -2003 or email bree@breebornstein.com 22
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Is Starting a Team the Right Solution for your Business? You’ve started your own real estate business and after a slow start, you’ve found your footing and business has really taken off. Sounds great, doesn’t it? Until maybe you’re getting more business than you can handle. After all, you don’t want to sacrifice service for more listings. The top-notch level of service you offer is probably what created your boom in Top Agent Magazine
business in the first place, so you don’t want to compromise that. But, at the same down, you don’t want to turn down business either. It’s at this point, a lot of Realtors® consider starting a team. But, how do you know if that’s the right call for you? Here are a few questions you might want to ask yourself to help make your decision. 23
The top-notch level of service you offer is probably what created your boom in business in the first place, so you don’t want to compromise that.
CAN YOU AFFORD IT? First things first, are you really making enough money to warrant hiring help? One of the key things to think about is your ability to generate leads. Are you so busy with your existing contracts, that you have no spare time to generate more business? Then, it might be time to consider your options. Figure out the time you’ll be afforded to generate more business, how many more transactions that will lead
to, and then see if that pays for the assistant’s wages. That should help you easily see if it’s worth the investment. If it’s on the border, you may still want to go for it if you have a lot of confidence in the market and your ability to bring in business. If you’re not quite there yet though, it might be a good idea to look into a virtual assistant until your business is ready to expand.
ARE YOU READY TO BE A TEAM LEADER? Or in other words, how comfortable are you delegating tasks and responsibilities? For some agents, they need to be actively involved in every step of the process. Being a team leader is not only about being able to delegate, it’s about mentoring and guiding your team as well. Not only do you have to help them serve the team
better, you need to look at yourself honestly too, constantly evaluating what you can do better. It’s also your job to set up systems and operations, that are constantly refined with the feedback of your team members. Clear and constant communication is key with your clients as well as your team.
CAN YOU FIND PEOPLE WHO SHARE YOUR VISION? Of course, the above two points are moot, if you’re unable to find people that you trust and that share your business’ philosophy. Having a supportive and professional team culture is instrumental in a team’s success. These are people you will be working with closely for long hours so you not only need to trust in their expertise and professionalism, you want to find people with a positive attitude. You will all be relying on each other to create seamless trans24
actions in sometimes stressful circumstances. Having the right team spirit, so to speak, is what will help your business and team grow. The ultimate goal of a team is to have thriving careers for everyone on board. So, if you want to see your business grow maybe a team is right for you. It may even give you a little free time for a personal life. We can all dream, can’t we? Top Agent Magazine
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JOSH MYLER Josh Myler had a successful career in the tech world—he worked with Elon Musk at Musk’s first venture, which led him into a business development and sales career at Oracle Corporation. But Josh eventually found himself ready to explore a new career. He met with a friend who worked in real estate to ask him about the business, and soon realized his skills and personality would be a great match for the industry. Josh soon began his apprenticeship with a top agent at Coldwell Banker. “The rest was history,” Josh said. Fifteen years later, he leads his own team at The Agency, a brokerage in Beverly Hills. Instead of focusing on one small area of Los Angeles, Josh serves the enter city, from Malibu to Silver Lake and everywhere in between. As a result, he can have long-term relationships with clients who move all over the LA area. A staggering 80% of his business comes from repeat and referral clients.
For each house, Josh creates a specific marketing campaign that takes into consideration the needs of the client, the property itself, and the time of year of the launch. Josh meets with the client and helps prepare the property for a photo shoot, advising on staging, cleaning and decluttering. After hiring a top-notch photographer to take beautiful photos, Josh begins to spread the word throughout his sphere of influence to see if he can bring a buyer to the table off-market. The next step is to host a neighborhood event. “Before I list a house, I’ll give a little party in anticipation of coming to the market to say to the neighbors who know the street and love the area, ‘Come and see this house first.’” Josh then holds a broker preview for all brokers who have represented a buyer or house in the immediate area. Only then does Josh begin to cast the net wider by listing the property on The Agency’s website and then the MLS. At that point he hosts a public broker open house, then an open house for the general public. He also advertises via targeted magazines and social media “It’s about selling the property, and we will stop at nothing to get it done,” Josh says. “We think strategically and surgically about how we can get the most exposure.” What’s Josh’s favorite part of the job? He loves architecture and design, and intuitively figuring out how to stage and prepare a home for its likely buyer. “A buyer in Los Feliz is going to be different from a buyer who wants to live closer to the beach,” he says. He both understands the demographic of each LA neighborhood, and loves to help prepare a home so it will really call out to a potential buyer.
What sets Josh apart from other agents in Los Angeles? He’s unflaggingly honest with his clients. “I tell them what is actually possible,” Josh says. “I don’t sugarcoat things. In a town like Los Angeles, people really appreciate when you tell them the truth.” Not only is Josh straightforward, he works incredibly hard to help his clients accomplish their goals. “My clients see that,” he says. No matter what comes up during the process, Josh stays calm. “One of my biggest jobs as an agent is to stay calm in an ocean of storms.” He also makes sure to think outside the box whenever possible.
To give back to the community, Josh sits on the Board of Directors for the Friends of Runyon, helping to raise money that goes back into the popular park in the Hollywood Hills in the form of benches, drinking fountains, and signage. He also volunteers regularly with Project Angel Food, a nonprofit that serves 1,500 meals a day to underserved community members. In his free time, Josh loves to read, run, and spend time with his 11-year-old son. For the future, he hopes to expand his involvement in development and interior design. With his passion, enthusiasm, and natural eye for design, he’s sure to make that dream a reality!
To stay in touch with past clients and people in the community who are interested in real estate, Josh reaches out by phone to check in. “If I sell a client a house, I’ll reach out by email and phone a month later to see how everything is going with the house.” He also sends birthday and holiday cards. “Those thoughtful little touches really matter,” he says.
To find out more about Josh Myler, contact him via email at jmyler@theagencyre.com or by phone at 323 -333 - 0301. You can also check him out online at theagencyre.com/agent/josh-myler www.
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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 28
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. Top Agent Magazine
JOSEPH ONELLO As a veteran of the United States Marines who spent eight years on active duty, Joseph Onello absorbed the lessons and experiences he gained from a life of service and applied them to service in real estate. In fact, after a less-than-pleasant experience moving into the home he and his wife bought when he left the military in 2013, he exceeded his goal of providing a better home-buying experience for future clients. That year, he formed a business and a lifestyle around his team’s motto of taking “such good care of people before, during and after a transaction process, that there’s no reason for them to go elsewhere.” Joseph’s team at The Onello Group in Temecula, California, includes himself, two buyers agents (one who speaks Spanish) and an assistant. “We primarily serve the Temecula Valley, along with some of North County San Diego,” Joseph says. “There are a lot of military families who can afford homes in Temecula, which is about 20 miles northeast of Camp Pendleton.” Naturally, given Joseph’s eight years in the Marine Corps and one of his agents’ 21 years in the Marine Corps, active, reserve and retired military men and women are drawn to them. “We’re solution-based; we often need to be the calmest people in the room,” says Joseph. Clients know that Joseph and team thoroughly vet every opportunity and every detail before moving forward to the next step of any transaction. By example, Joseph explains how after recently opening escrow for his client to purchase a home, Joseph advised the client not to order the inspection. “Turns out the owner owes taxes, but I only work with vendors who do their due diligence; in this case, my lender told me right away after learning about the taxes; I wouldn’t want the buyer to order the inspection until we learn the amount of the back-taxes and how much proceed the seller’s getting.” Joseph’s empathetic approach to real estate serves everyone’s best interests.
“We want to make the home buying or selling process a special time for people,” he says. “When people appreciate what you’re doing and have that joy on their faces about something they worked so hard for, they want to keep in touch.” Joseph won’t argue that the buying or selling process doesn’t include some stress, but he will say that it doesn’t have to include much. “People remember that we were easy to work with, the process was not stressful and that they were excited and looking forward to each step.” Joseph is also sensitive to the fact that people who are leaving the military have been given a crash-course on civilian life that includes more information than most people can digest. For that reason, he devotes himself to attending career fairs at Camp Pendleton; he often coaches members of the military on how to network for employment when the time comes. “They’ve learned about their health care and how to do a resume and apply for a home loan, but they don’t have connections,” he says. “But because of all the people I’ve met through real estate, I can introduce them to recruiters and headhunters in industries that interest them.” He also enjoys providing them the time they need to better understand the nuances of buying their first home. “That wasn’t done for me when I got out,” he says. “You may had 80 recruits under you as a 21-year old in the military, but it’s not like that in your first civilian role.” Joseph and his team also donate a percentage of their commission to a different local charity and host quarterly, neighborhood special events like holiday lights contests, Easter Egg hunts and fall festivals. It’s no surprise that Joseph plans to grow his business deliberately and with service in mind. “Everyone we bring on our team will believe in our mission to make sure that we take care of our people and clients,” he says. “By taking care of them, they take care of us.” From high-impact, creative marketing for sellers to hands-on attention for buyers – and even plans to add a moving truck to their “fleet” for clients to borrow – Joseph in team plan for their clients’ long-term happiness as well as their own long-term value to the community.
To learn more about Joseph Onello, visit TheOnelloGroup.com or go tohttps://www.facebook.com/PendletonAreaHomes/ his Facebook page, email Joseph@TheOnelloGroup.com or call 951.805.6255. www.
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