TEXAS 9-18-23

TEXAS EDITION

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WAYS TO TRANSFORM RENTERS INTO OWNERS EVERY PLAYER IS VALUABLE: HOW TO BOOST YOUR TEAM'S MORALE

COVER STORY

JULIE STEWART

HOW TO SEND SMARTER EMAILS FEATURED AGENTS

CAROL DOCHEN GEORGIE ZANG

THINGS YOU CAN DO TO ANTICIPATE YOUR CLIENT'S NEEDS

TEXAS EDITION

CAROL DOCHEN GEORGIE ZANG

When it that comes triumphs of the sh 20 organizations Georgie and he helped grow in Austin. She is a ma niques with in in her Jewish community, a regula “We do all the tributor to several nonprofits, and a ing the listings supporter of the local neighbo like flyers, ML Facebook ads.

Community First! Village. “About in their commu years ago, we got very involved cleverly host re Mobile Loaves and Fishes – they d drawing in pote food to unhoused people and han events for othe GEORGIE ZANG toiletries and necessities.

Eventuall offered compli got the idea to start kers combating at a luxuryh integrating the lessness itself, and now their comm events,hundred they’ve earned my license.” has something like three boasting an a houses, with community kitchen to becoming a formally licensed CONTENTS ® from $18 million to $74 millio today, Georgie has partnered As a full-time REALTOR ® a career in experienced agent named Jamie Adams, LTOR , Carol enjoyed with crafts programs, including a local b a highly ic relations. nursing my mother-in-law,” smith.

Google them – you completely am Withwill her be heart firmly roote crafting luxury townhousesshe from scratch converting 4)“I5was WAYS TO 17)and HOW TO SEND ls. “WhenTRANSFORM she passed, acommercial family friend of into my huswere excited to donate ofinvolvement those houses, an tainsone deep in var spaces dreamy We residential properties.

RENTERS SMARTER EMAILS ® Georgie Their joint venture morehad than just business, it’s a tai, comforted me.is We , who wasINTO a REALTOR team, have volunteered there.” holds esteemed positi OWNERS of the Arlington Chamber lor-made service, with an impressive 90% of their clients ral conversations, and she eventually said, ‘I want 21) THINGS YOU CAN Corp for more. Whether it’s finding, selling, or building o come work me.’ returning Her name was Irene Smith, With herTO position long Arlington cementedManagement in the industry, 14)with EVERY PLAYER IS DO ANTICIPATE Arlington Police Foundation. properties, Georgie’s roots in Arlington and her adaptshe was an incredible able teacher.”

With mentorship looks forward to mentoring her agents,shecelebratin VALUABLE: HOW TO BOOST YOUR CLIENT'S NEEDS decision-making, also dedi approach ensure that every client finds their place to guidance, YOUR Carol launched her career in 1981 servcity, and helping to raise her growing family.

“I’m Arlington nonprofit.

On a mon call home.

TEAM'S MORALE Austin with her tireless work ethic and “little black community choir, and her I walk miles teamseveral serves lunch to mos its de organization financia Georgie’s service is refreshingly Whetherpeople she’s – only ” of contacts (full of plumbers, lenders, interior egalitarian. with different it’s athe good time to visit an who work tirelessly for the und dealing with a modest mobile home or a lavish $6 million gners, and even marriage counselors!). solve problems. And I’ve gotta stay on my toes apartment complex, every client receives the same “white daughter is gonna give us a little baby in Nove As the real estate market con glove” treatment.

She proudly mentions, “we’re very high Phone 310-734-1440 | Fax 310-734-1440 y in 2023, Carol is the head of Dochen Realty She’s in the industry now too, she’s been with sem forward-thinking approach touch,” a testament to the personalized and thorough service mag@topagentmagazine.com www.topagentmagazine.com up of Bramlett Residential, which houses tightfive Georgie’s years, so I guess I did ognizing thesomething shifts in therigh mar her team provides.

Nota| just chasingalmost every deal, No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher.

Top Agent Magazine team is discerning, group of eight agents (several of whomonly alsotaking haveon projects where they gen- astutely identified avenues for is published by Feature Publications GA, Inc. Although precautions taken to ensure thedon’t accuracy ofassisting published materials, clients Top to revitalize th uinely feel they canarea excel and benefitarethe client.

“We broker’s license).

The cannot Northwest Hills serves Agent Magazine be held responsible for opinions expressed or facts supplied by its authors. selling them.

This innovative take every bit of business that comes our way,” she admits, subscribe or change address,enterprise send inquiry to extendmag@topagentmagazine.com. eir hub, withTothe spokes of their immediate solutions during un a sign of their dedication to genuine service over mere the U.S. o everythingPublished in a insixty-mile radius.

“Our service also paves the way for potentia profit. This philosophy, combined with their exceptional ry personalized and caring.

We help people from sistently seeking out proactive availability, has earned them accolades and recognition – to nuts2 – no challengewith is too great or too small. that they’re always delivering one client recently nominating them for a prestigious Top Agent Magazine the traditional avenues of buyi Arlington award. e problem solvers, solution creators, and project

In the l Dochen of Austin, Texas, hasbustling dis-7 heart of Arlington, Texas, 16 a city nestled d her forty-three years of success in between the giants of Dallas and Fort Worth, Georgie Zang has crafted eal estate industry down to a phia niche for herself that’s as unique as her phy that prioritizes unparalleled entry into the real estate world. Beginning ce and dedication to community. her journey in 2007, her initial foray was born –out of a practical desire. “I wanted st like taking care of people that’s ottom line for me. I gettotoinvest listenintoreal estate as a way to pay our their children’s college,” she explains. rs and try to help themforwith “And then it would convert to a retirement journey, and that’s onestrategy of the for bestmy husband and I.” Over the JULIE STEWART CAROL DOCHEN gs we can do with our lives. years, That’s it began turning into a lasting career. of my callings, and this “Eventually, vocation isI started getting into development deals, and then a few years ago, I erfect fit for that.”

JULIE STEWART

mailto:mag@topagentmagazine.com

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5 Ways to Transform

Renters into Owners Perhaps the largest demographic of untapped business lies in the rental market. From major cities and suburbs to rural communities—renters across generations are opting to rent rather than own. The question is: why? For starters, many Americans are undereducated about the inventory and financing options available that might suit their budget and lifestyle. Secondly, many would-be homeowners have difficulty 4

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

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

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Show renters that purchasing a home isn’t impossible

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

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

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

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Collaborate with mortgage professionals to find the right financing opportunities

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

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

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

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

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

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

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

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Paint the big picture

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

Rents rise, families grow, and retirement looms.

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

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

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

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

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JULIE STEWART Top Agent Magazine

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JU LIE STEWAR T “I love helping clients buy and sell homes.

My job is to ensure that everything goes smoothly and things are done correctly in a timely, professional manner. I never tire of seeing my clients smile when they walk into their new home.”

When buyers and sellers are looking for a customer-focused Realtor® who doubles as a visionary space planner, those in the know call Julie Stewart.

As an experienced real estate agent and 8

a certified interior designer, she offers a unique turnkey service that sets her apart from other agents. Julie’s an expert in helping her clients negotiate the best possible deal. She’s also highly Top Agent Magazine

skilled in helping sellers make cost-effective decisions in order to maximize their listing price. “In addition to our fiduciary responsibility, we owe it to our clients to practice the Golden Rule. We work closely with our clients throughout the entire process to ensure that everything goes smoothly,” she says.

In her 30+ years in real estate and design, Julie has earned a sterling reputation.

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As Broker/Owner of Stewart & McGee Real Estate she and her agents cover Northeast Texas. Her career began in 1987 with one of the oldest established firms in Dallas. She has owned and managed her own real estate brokerages in both Texas and Florida. As a Luxury Home Specialist, Certified 2nd Home Buyer’s Agent, and an Interior Designer, she’s also a graduate of the New York Institute of Art & Design

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and a member of the Designers Society of America. But she’s most proud of the fact that more than 75% of her sales come from repeat clients and referrals. “I love helping clients buy and sell homes. My job is to ensure that everything goes smoothly and things are done correctly in a timely, professional manner. I never tire of seeing my clients smile when they walk into their new home.”

Julie’s office takes full advantage of all the power of the Internet and the best of

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As a Luxury Home Specialist, Certified 2nd Home Buyer’s Agent, and an Interior Designer, Julie is also a graduate of the New York Institute of Art & Design and a member of the Designers Society of America. today’s technological tools. Her listings go out to three different MLS services in East Texas and throughout the Dallas Metroplex. She also employs a wide variety of marketing tools including direct mail, targeted neighborhood advertising, open houses, brochures, and magazines. “We do everything possible to promote our listings”, she remarks.

The agents on her team are also committed to giving back to the community and regularly participate in activities like volunteering to ring the Bell for the Top Agent Magazine

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Salvation Army at the holidays.

In her free time, Julie loves entertaining friends and spending time with family, especially her five-year-old granddaughter and three-year-old grandson.

She enjoys reading, being outdoors, the beach, gardening, and cooking, though she freely admits that with her non-stop schedule, she doesn’t have time for the

latter much anymore. “Now that the kids are all grown, mostly I just read and entertain,” she says with a smile.

Julie loves what she does and has no plans to retire. “I’m going to keep doing what I do, and I intend to do it for a very long time. In fact, my friends say that I likely will meet my maker with a contract in my hand!”

To contact Julie Stewart, call 903-804-8003, email julie@stewartandmcgee.com or visit stewartandmcgee.com www.

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Every Player is Valuable: How to Boost Your Team’s Morale In the fast-paced world of real estate, it can be easy to overlook the contributions of those lower-level employees who are instrumental in our success, yet are overlooked when it comes to recognizing the important roles they play in keeping our business operating smoothly.

Even a task that seems simple, such as answering phones, can be overwhelming at 14

times. Letting these employees know that they are appreciated is something that often goes overlooked at busier companies, and can often result in impaired morale overall, as employee dissatisfaction tends to be contagious.

Here are some things that you can do to increase morale and productivity in your workplace: Top Agent Magazine

While it’s important to point out when an employee is doing something wrong, it is equally – if not more – important to acknowledge when that employee is doing something right.

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While it’s important to point out when an employee is doing something wrong, and sometimes to reprimand, it is equally – if not more – important to acknowledge when that employee is doing something right. Even a simple compliment can go a long, long way towards building that employee’s morale, and therefore their willingness to go the extra mile for your team.

An example: “Sally, I just heard you on the phone with that client. You sounded very professional and I really appreciate your representing our business that way.”

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Determine what all of your employee’s goals are, and what their expectations for growth might be. There may be lower level employees who are perfectly content doing what they’re doing, and who have absolutely no expectations for growth in your business. Others, however, may have an interest in moving up the ladder. Make it your business to determine this early on, and try to take a personal interest in your employee’s growth with your company. Knowing there is room to grow is an important factor in employee satisfaction, and knowing who wants to grow and who

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doesn’t is something you should be aware of. Groom from within, and your employees will be grateful and work harder.

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If your workplace is highly stratified, with multiple levels of employees (agents, senior agents, loan processers, assistants, etc.,) make an effort to ensure that everyone feels valued as part of the team regardless of what they earn. Various team building exercises that encourage trust and a sense of familiarity can go a long way towards fostering an environment that is less unnecessarily competitive and more productive and cooperative. A quick web search for “Trust Building Exercises” will help you locate many good ways to achieve a newfound level of camaraderie amongst your team. Many of them are quite a bit of fun, too.

Hopefully these tips will assist you in creating a better-functioning, higher-achieving team of motivated, caring employees.

Remember, a chain is only as strong as the weakest link, so be sure to keep everyone feeling appreciated, supported and valued, and your company will only benefit.

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CAROL DOCHEN Carol Dochen of Austin, Texas, has distilled her forty-three years of success in the real estate industry down to a philosophy that prioritizes unparalleled service and dedication to community.

“I just like taking care of people – that’s the bottom line for me. I get to listen to others and try to help them with their life’s journey, and that’s one of the best things we can do with our lives. That’s one of my callings, and this vocation is the perfect fit for that.”

Prior to becoming a formally licensed REALTOR®, Carol enjoyed a career in public relations. “I was nursing my mother-in-law,” she recalls. “When she passed, a family friend of my husband, who was a REALTOR®, comforted me. We had several conversations, and she eventually said, ‘I want you to come work with me.’ Her name was Irene Smith, and she was an incredible teacher.” With mentorship and guidance, Carol launched her career in 1981 serving Austin with her tireless work ethic and “little black book” of contacts (full of plumbers, lenders, interior designers, and even marriage counselors!).

Today in 2023, Carol is the head of Dochen Realty Group of Bramlett Residential, which houses a tightknit group of eight agents (several of whom also have their broker’s license). The Northwest Hills area serves as their hub, with the spokes of their enterprise extending to everything in a sixty-mile radius. “Our service is very personalized and caring. We help people from soup to nuts – no challenge is too great or too small.

We’re problem solvers, solution creators, and project managers all at once.” This approach has helped Carol and her team maintain a position as the Austin Business Journal Top Sales Winner since 2009. She has also been a Platinum Top 50 Centurion Award Winner for the past eight years in a row.

While her industry accolades speak for themselves, Carol boasts more eagerly about the successes and 16

triumphs of the organizations that she has helped grow in Austin. She is a mainstay in her Jewish community, a regular contributor to several nonprofits, and a proud supporter of the local neighborhood Community First! Village. “About three years ago, we got very involved with Mobile Loaves and Fishes – they deliver food to unhoused people and hand out toiletries and necessities. Eventually they got the idea to start combating homelessness itself, and now their community has something like three hundred tiny houses, with community kitchens and crafts programs, including a local blacksmith. Google them – you will be completely amazed.

We were excited to donate one of those houses, and as a team, have volunteered there.”

With her position long cemented in the industry, Carol looks forward to mentoring her agents, celebrating her city, and helping to raise her growing family. “I’m in a community choir, and I walk several miles most days with different people – it’s a good time to visit and just solve problems. And I’ve gotta stay on my toes – my daughter is gonna give us a little baby in November!

She’s in the industry now too, she’s been with me for almost five years, so I guess I did something right.”

For more about Carol Dochen, please call (512) 422-4787 or email Carol@DochenRealtors.com Copyright Top Top Agent Agent Magazine Magazine

How To Send

SMARTER EMAILS

Email is a great tool for agents to use when trying to stay in touch with their past clients, as well as for reaching out to prospective clients. However, used incorrectly it can make your attempts to reach out seem like spam. The secret to using email effectively is making sure that everything you send out does one thing: ensure that you remain relevant to your contacts. To do this you have to get personal. Personalization will go far to ensure that your contacts are actually clicking on your emails. This means that if you do reply on an automated drip email campaign to build business, you need to customize your content so that it delivers something meaningful to each individual recipient. Here are some steps that will help you do exactly that:

1. SEND A WELCOME EMAIL TO

NEW CLIENTS AND PROSPECTS Rather than simply add new contacts to your automated email drip campaign, make sure to send each new contact receives a warm welcome as well. Sending a welcome email along with adding new contacts to your drip campaign is proven to be 86 percent more effective at catching your contact’s attention. Let them know they are welcome and that you appreciate their interest.

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2. NURTURE YOUR RELATIONSHIP

THROUGH YOUR EMAIL To let your potential client know that you are thinking about them by sending them useful content that relates to the process of buying or selling a house. Some great topics include credit score information, ways to save money, regular market updates, what buying in your market is like, information about the neighborhood, tips on how they can prepare their home for sale, and other relevant information. A great way to

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add to these emails’ punch is to time them so that they coincide with what that individual is going through and dealing with at that time on their path through the buying or selling process.

3. CELEBRATE IMPORTANT DATES

Everyone loves to be noticed and appreciated.

Schedule emails to go to each client that celebrate their purchase anniversary or birthday.

Make sure you include a personal note and your own wishes that the year ahead goes well for them. If you’ve been a bit out of touch with your contacts, you might want to send them a friendly hello.

4. MOBILE-FRIENDLY EMAILS

With our phones being akin to mini computers, most people read their emails on their phone these days. So, it is particularly important to make sure that your emails are rendering well on the smaller screens. If you want to make any kind of impact, you have to run a mobile-friendly email campaign in today’s world. You are going to lose a lot of your audience if they can’t read your email on their phones.

5. TRACK THE PERFORMANCE

OF YOUR EMAILS AND ALTER ACCORDINGLY The best way to make sure your emails are being read and making the kind of impact you desire is to consistently monitor the analytics,

and see what your readers are actually clicking on and what elements are most popular with your contacts. Going forward you can alter different elements of your email campaign such as content, images, graphics, and even smaller elements like your subject line to draw in more clicks from your readers, and cater to what grabs their attention.

You also want to follow a targeted email strategy. The best way to do this is segment your email list based on the data from your CRM and the demographics of your contacts. Different clients are going to be interested in different content. Long-time clients looking to buy a second home or possibly downsize are going to be interested in completely different content than your first-time buyers. A good way to filter your contacts is by looking at which ones are looking to buy or sell, how far along in the process they are, as well as other important information about them.

6. DON’T SPAM UNDER

ANY CIRCUMSTANCES You probably already know that flooding your clients’ emails is big no-no. However, different people have different ideas about what is too much contact. One great way to approach this problem is to ask your clients whether they would prefer weekly, monthly, or occasional emails from you. This way you can cater to each client’s preference.

The emails you send your clients can often be a double-edged sword when it comes to how well they work to bring in business. Following these simple rules will help your emails be as successful as they can possibly be, and will make your contacts much happier with you. So, don’t just send out emails without doing your homework about how to do it right. Your email campaigns can be a powerful tool if you know how to create and utilize them in the right manner.

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GEORGIE ZANG In the bustling heart of Arlington, Texas, a city nestled between the giants of Dallas and Fort Worth, Georgie Zang has crafted a niche for herself that’s as unique as her entry into the real estate world. Beginning her journey in 2007, her initial foray was born out of a practical desire. “I wanted to invest in real estate as a way to pay for our children’s college,” she explains.

“And then it would convert to a retirement strategy for my husband and I.” Over the years, it began turning into a lasting career.

“Eventually, I started getting into development deals, and then a few years ago, I earned my license.”

As a full-time REALTOR® today, Georgie has partnered with a highly experienced agent named Jamie Adams, crafting luxury townhouses from scratch and converting commercial spaces into dreamy residential properties.

Their joint venture is more than just business, it’s a tailor-made service, with an impressive 90% of their clients returning for more. Whether it’s finding, selling, or building properties, Georgie’s roots in Arlington and her adaptable approach ensure that every client finds their place to call home.

Georgie’s service is refreshingly egalitarian. Whether she’s dealing with a modest mobile home or a lavish $6 million apartment complex, every client receives the same “white glove” treatment. She proudly mentions, “we’re very high touch,” a testament to the personalized and thorough service her team provides. Not just chasing every deal, Georgie’s team is discerning, only taking on projects where they genuinely feel they can excel and benefit the client. “We don’t take every bit of business that comes our way,” she admits, a sign of their dedication to genuine service over mere profit. This philosophy, combined with their exceptional availability, has earned them accolades and recognition – with one client recently nominating them for a prestigious Arlington award.

When it comes to showcasing their listings, Georgie and her team blend standard techniques with innovative local engagement.

“We do all the traditional ways of marketing the listings,” she says, citing examples like flyers, MLS, Google ads, and targeted Facebook ads. But where they truly shine is in their community-focused strategies. They cleverly host receptions at their properties, drawing in potential buyers. They also host events for other agents, including one that offered complimentary headshots for brokers at a luxury development. By seamlessly integrating their listings into community events, they’ve achieved impressive growth, boasting an annual production trajectory from $18 million to $74 million in just a few years.

With her heart firmly rooted in Arlington, she maintains deep involvement in various community endeavors.

Georgie holds esteemed positions on the executive boards of the Arlington Chamber of Commerce, Downtown Arlington Management Corp, Salvation Army, and the Arlington Police Foundation. Beyond board meetings and decision-making, she also dedicates her time to the Mission Arlington nonprofit. On a monthly basis, either Georgie or her team serves lunch to its dedicated staff, supporting not only the organization financially but also uplifting those who work tirelessly for the underprivileged.

As the real estate market continues to change, Georgie’s forward-thinking approach sets her business apart. Recognizing the shifts in the market, she and her team have astutely identified avenues for new revenue, especially in assisting clients to revitalize their properties rather than just selling them. This innovative approach not only provides immediate solutions during uncertain market conditions but also paves the way for potential sales in the future. By consistently seeking out proactive strategies, Georgie ensures that they’re always delivering value to their clients, beyond the traditional avenues of buying and selling.

For more information about Georgie Zang, please call 817-228-8550 or email georgie@zangadams.com

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Things You Can Do to Anticipate Your Client’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 22

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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