Page 1

AREC 2017 SPEAKER SLIDES


LAWYER VS REAL ESTATE AGENT. WHEN WAS THE LAST TIME YOU READ AN AGENCY AGREEMENT OR CONTRACT BACK TO FRONT?


MATT LANCASHIRE.

SHARING THE SECRETS. FOLLOW ME @MATTYLANC @RWNEWFARM MATT LANCASHIRE


KARLA LYNCH. S TA R T E D F R O M T H E BOTTOM AND NOW WE’RE HERE. 1. 2. 3. 4.

SELF BELIEF PROCESS HUSTLE GOT DISCIPLINED AROUND THE A C T I V I T I E S S H E H AT E D D O I N G


Open home leakage over 1 year.

1. 2. 3. 4.

OVER TWO YEARS NICK MET 2355 BUYERS AT HIS OPEN HOMES

NO POSTCODES, PRICE FINDER OR RP SEARCHES WERE COMPLETED OVER HIS PERIOD

WE DECIDED TO RESEARCH EVERY SINGLE BUYER TO IDENTIFY HOME OWNERS IN HIS CORE AREA

WE UNCOVERED 308 HOME OWNERS IN HIS CORE AREA

5. 6. 7. 8.

NICK’S AVERAGE SALE PRICE = $1,000,000. AVERAGE COMMISSION = $25,000

Tip .

NICK LISTED AND SOLD 9 OF THE 308 HOMES (APPROXIMATELY $225 GCI)

z

IN THIS PERIOD 74 OF THE 308 SOLD THEIR HOMES

THERE ARE 3 REASONS WHY PEOPLE COME THROUGH YOUR OPEN HOMES: 1. 2. 3.

$1,700,000 IN MISSED FEES

LOOKING TO BUY LOOKING TO SELL LOOKING FOR IDEAS – FUTURE SELLERS


Josh Brown. NO EXPERIENCE, NO WORRIES.

• • • •

4 W E E K C A M PA I G N $50K MARKETING SPEND 200 GROUPS THROUGH 1 5 R E G I S T E R E D B I D D E R S AT A U C T I O N

SOLD $5,200,000 FEE = $130,000


Don’ t Let An opportunity PASS YOU BY.

Dear Don, I hope you don’t mind me writing to you, however we have a number of mutual acquaintances who have informed me that you are looking to sell your landmark home and I feel this is an area where I can be of substantial value to you. Please forgive my intrusion should you not entertain selling, however, if in fact you would consider it, I would love the opportunity to meet with you in person and discuss in greater detail. Firstly, I wanted to take advantage of this opportunity to introduce myself. I am the principal and owner of Ray White New Farm and am highly active in the high end market across Brisbane. As Ray White Queensland’s number one agent, I have a thorough understanding of, and great passion for, architectural homes. So far this year I have sold close to $80,000,000 worth of high end properties and my database of active purchasers in this market is unrivalled. Don, I have often admired your home and I truly feel that it is an unparalleled statement home. Properties of this nature deserve agents who are going to be able to reach the markets that will allow it achieve its highest and true value. Creative and innovative marketing campaigns are something I have been a driver of for high end properties and as the Courier Mails top advertiser, I have direct relationships with the people needed to get you property the maximum exposure. Furthermore, Ray Whites Asia Desk will be central to ensuring we reach key Asian markets, and heightening your property exposure overseas. I back myself 100 times over as the agent to get you the absolute maximum for your property and I feel that I have the runs on the board so to speak. I hope this email finds you well and I would love to sit down with you to discuss further if there was an opportunity. Please feel free to call me anytime and I look forward to your response. Kind regards, Matt


33B HARBOUR RD HAMILTON. [ B A L A A M ] C A M PA I G N • • • • • • •

5 W E E K C A M PA I G N $170K MARKETING SPEND 20,000 ONLINE HITS 10 OPEN HOMES 447 GROUPS THROUGH 2 7 P R I VAT E V I E W I N G S 6 CONTRACTS RECEIVED

S O L D = $ 11 , 8 0 0 , 0 0 0 FEE = $389,000


Moral of the story: COURAGE

10/170 BOWEN TCE, NEW FARM SOLD FOR $6.15M

24 PALM AVE, ASCOT SOLD FOR $8.3M

= $79.268M IN SALES

z

16 MARKWELL ST, HAMILTON SOLD FOR $4.9M

6 LLEWELLYN ST, NEW FARM SOLD FOR $4.23M

37 MACQUARIE ST, TENERIFFE SOLD FOR $5.1M

51 MACQUARIE ST, TENERIFFE SOLD FOR $4.2M

1 LEOPARD ST, KANGAROO POINT SOLD FOR $18.488M

47 TOORAK RD, HAMILTON SOLD FOR $5.05M

93 MACQUARIE ST, TENERIFFE SOLD FOR $5.5M

80 - 86 OXLADE DR, NEW FARM SOLD FOR $17.35M


+

1. LEVERAGE • • •

MARKETING THE SALE T H E R E S U LT

2. POSITIONING

FOLLOWING THIS SALE I ADOPTED A SIMPLE PROCESS

3 . R E L AT I O N S H I P

4 . R E F E R R A L | R E C O M M E N D AT I O N

5. HUSTLE


1 leopard st, Kangaroo point. 1. 2. 3. 4.

LEVERAGE POSITIONING R E L AT I O N S H I P REFERRAL |

R E C O M M E N D AT I O N 5. HUSTLE + MORE OPPORTUNITIES

= $18,488,888


THE ROAD TO NUMBER 1 IS THE WORST BEST KEPT SECRET.


KNOW YOUR

Why. FOLLOW ME @MATTYLANC @RWNEWFARM MATT LANCASHIRE


SUPER-AGENT, SUPER-MUM MELITA BELL


Melita & Malakai


IMPORTANCE OF A TEAM


IT’S GOOD TO GOSSIP


Melita at work – melita with Malakai playing

THE BALANCE OF BOTH WORLDS


Melita at work – melita with Malakai playing

KEEP IT SIMPLE


KNOW YOUR ‘WHY’


Charles Touma


Prospecting


Process

Persistence

Passion


Knowledge

Buyer work


Hot sellers Pipeline sellers Home owners


“

An intense emotion, a compelling enthusiasm or a desire for something. Wikipedia


If people like you, they’ll listen to you, but if they trust you, they’ll do business with you. Zig Ziglar


Know Yourself


Follow Up Strategy • My goal is 5% on my phone • List of vendors past 3 years • Contact all past appraisals once every month • Don’t push for business: when they are ready, they will come to you


My Why!


AGED 13


FIRST MAJOR LESSON VISION

+

FOCUS

+

CLARITY

=

SUCCESS


2nd MAJOR LESSON VALUES

+

VISION

+

FOCUS

+

CLARITY

=

SUCCESS


CHALLENGES


$600,000.00

$500,000.00

$400,000.00

$300,000.00

$200,000.00

$100,000.00

$2013

2014

2015

2016

2017


5. MANAGING + FINDING THE HERO IN YOU

4. MARKETING, FINANCE + PROJECTS

1. LIST, SELL, NEGOTIATE

2. PLANNING + PRIORITISATION

3. TEAMWORK + MANAGEMENT


OUR JOURNEY

LIST, SELL, NEGOTIATE

PLANNING + PRIORITISATION

TEAMWORK + MANAGEMENT

MARKETING, FINANCE + PROJECTS

MANAGING + FINDING THE HERO IN YOU

$0 - $350k

$350k - $800k

$800k - $1.5m

$1.5m - $2.5m

$2.5m - $4m

30 DEALS

60 DEALS

90 DEALS


Establish a Powerful Personal Business Marcus Chiminello


The Journey… A $400,000 GCI agent, to a $4,000,000 GCI agent. What did I do?


The Elements of Real Estate Success 1. The Basics 2.

Time Management Mastery

3.

A Phenomenally Fit Database

4.

A Personal Brand Stronger Than Your Company


Time Management -

Plan Your Day Before it Starts

-

Dollar Productive Focus

-

Daily Goals

-

What is the Next Action that is Most Likely to Make Money?


Daily Planner


The Fit Database -

Quality is the key, not quantity

-

Focus on the VIP’s

-

Pareto Principle – 80 / 20 Rule


Your Brand -

I wanted my phone to ring more than I dialled out

-

Superior marketing – positions you, your brand and your clients property

-

Become the most famous agent in your market


Key Action Steps -

Daily Commitment Plan

-

Cleanse Your Database – WHO IS YOUR RAVING FAN?

-

Avoid Time Thieves

-

10 Power Hours


Marcus Chiminello


J O S H HA RT AGENT

T H E Y

K N O W

Y O U

Y O U

K N O W

4.0

B E F O R E

T H E M


Joshhart.com.au

The penny drop moment. Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


HOW DO I S TA N D OUT?


Joshhart.com.au

THE SOCIAL MEDIA COMMUNITY

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

AWARENESS ON SOCIAL MEDIA •

YOU are the product they are purchasing.

How are you being perceived?

Am I being genuine, relatable and authentic?

What am I putting into the web for the world to see forever?

Give to the world and it will give back (attitude of gratitude).

Facebook Page (Business).

Instagram (About Josh – a day in the life of Josh).

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

FACEBOOK IS THE NEW DATABASE •

Are you playing the long game, or the short game?

The girlfriend… adding everyone I met at a young age. Future proofing my business.

Generation Y & Z have more influence in their parents decisions than ever before.


Joshhart.com.au

VIDEO IS KING

www.yourwebsitehere.com

2.5 Billion smartphones in the world and counting.

More than 50% of video views happen on a hand held device.

Consumers will spend 19.5 mins per day watching video content on their phone in 2017.

It’s predicted in 2018 this will increase to 33.4 mins per day.

Property videos, vendor testimonials, property sneak peeks, property profiles, competition draws etc.

Source – Inc.2017


Joshhart.com.au

TIPS FOR PROPERTY VIDEOS •

Your content is about adding value for the consumer.

If you’re presenting a home, it’s about the home! As a presenter you are guiding the viewer

You are not a videographer! Pay the experts.

50% of consumers buy the home, 50% consumers buy the location.

Rule in Josh Hart Team – If they don’t want it, we pay for it. That’s how much we believe in the power of the video and the benefits to our client.

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

FACEBOOK UPLOADS The Josh Hart Team

3,500

12

AVE VIEWS PER VIDEO

COMMENTS

32

5

LIKES

SHARES

1. Uploading video prior to launching to market on online portals. 2. Upload property video in the evenings when Facebook engagement is high. 3. Sponsor the post ($20-$100) targeting key demographics or locations.


Joshhart.com.au

MARKETING CONSISTANCY

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

R E A L E S TAT E AGENT MARKETING -AKA-

The CaffeIne hit


Joshhart.com.au

C A M PA I G N C O N S I S T E N C Y

2015

THE JOSH HART TEAM

2016


Joshhart.com.au

C A M PA I G N C O N S I S T E N C Y

2017

THE JOSH HART TEAM


Joshhart.com.au

HOW TO GRIND DOWN YOUR COMPETITION • Speed – Black box delivered by COB that day. • Consistency across your entire team, the same service and quality (McDonalds). • Hard work beats talent when talent doesn’t want to work hard. • Long hours, sleepless nights.

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

THINK

BIGGER Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

Perception

VS

REALITY


THE JOSH HART TEAM AV E R AG E AG E – 2 2 . 3 3 Y E A R S •

Focus on your strengths, not your weaknesses.

Speed – Better service, quicker response.

Recruit a PA before you need them – it will make you responsible and more structured.

Gives you flexibility to have a better work/life balance.

Opportunity to give back and recruit the next generation.


Joshhart.com.au

AUGUST 2009

Josh Hart – One Agency

joshhartrealestate

The Josh Hart Team


Joshhart.com.au

www.yourwebsitehere.com

sawie


SUCCESSWITHFAMILY Arabella Hooper


THEN AND NOW


BETTER BANG FOR YOUR MINUTE •

Be unforgettable

Be a resource, not a sales pitch

List to sell not for shelf life

Be a pro in your zone

Board room versus family room

A team prepared for battle

Mid - week auctions and killer opens


PLAN YOUR LIFE AND DON’T DIVERT

Match time and bench time

Children are not ornaments

Work can wait

5 versus 7


7AM

MON

TUE

WED

THU

SCHOOL PREP

SCHOOL PREP

SCHOOL PREP

SCHOOL PREP

FRI

SAT

SUN

APPOINTMENTS

OPENS

8AM12PM

OFFICE

OFFICE

OFFICE

OFFICE FAMILY

TIME

APPOINTMENTS

12PM8PM

APPOINTMENTS

SCHOOL PICKUP

APPOINTMENTS

APPOINTMENTS

APPOINTMENTS


MAKE MONEY WHILE YOU SLEEP

Facebook gives you the look

Paper is your gold

Spunk will give you your funk

Signboards will work for you 24/7


5 TO THRIVE •

Work smarter, not longer

Nice guys can and do finish first

AM / PM

Always address the elephant in the room

Real relationships beat data chasers


KNOWYOURSTYLE


PERFECT CAMPAIGN = PERFECT PROSPECTING


EARN THE RIGHT It’s not what you say, it’s when you say it.


WE BELIEVE WE HAVE EARNT THE RIGHT AFTER… 40 Vendor Contacts & Sale

8 Buyer Contacts

 “Mr/Mrs. Purchaser did you enquire on the property as a buyer or were you comparing with something else you own? (*silence*)”  “Mr/Mrs. Vendor can you please pass our details onto any friend and family who wants confidential advice on their property? (*silence*)” Earn the Right

3

NSW METROPOLITAN INVESTMENTS


BUYER MANAGEMENT Never judge a person on the environment you meet them


MAKING THE MARKET AWARE OF PROPERTY: FIRST 7 DAYS

Local Vendors

• Written letter to postal address • E-mail • Phone call to 6 + 6 + 12

VIP Buyers

• Comparable property enquiry schedules • Phone call in first 24 hours

Interstate Buyers

• Briefing to all 14 offices Australia wide • Comparable property enquiry schedules • E-mail

Off Shore Buyers

• Briefing to all 400+ offices worldwide

CBRE Database

• Electronic Brochure

Public Buyer Management

• Vendor paid advertising starts post direct marketing

5

NSW METROPOLITAN INVESTMENTS


KEEPING BUYERS FOCUSED ON OUR 8 CONTACTS WITH EVERY BUYER PROPERTY

24 Hour Call Backs 14 Day Call Backs 5 E-mails

Week 1

Information Memorandum

Week 2

Due Diligence Information

Week 3

Contract

Week 4

Sales Process & CBRE Financ

Week 5

Sales Price

Post campaign call to every Buyer Management

enquiry 6

NSW METROPOLITAN INVESTMENTS


VENDOR MANAGEMENT The measure of success is a multiplier of (5) five


SETTING THE CAMPAIGN UP FOR SUCCESS – FIRST 7 GOOD VENDOR MANAGEMENT CAN NOT OCCUR WITHOUT PERFECT BUYER DAYS MANAGEMENT

2 Vendor Contacts a Day

7:30AM

6:30PM

Monday

Local Owner Response

Tuesday

VIP Buyer Response

Wednesday

Interstate Buyer Response

Thursday

Off Shore Buyer Response

Friday

CBRE Database Response

“IF YOU’RE NOT REPORTING WHAT YOU ARE DOING IT NEVER HAPPENED” Vendor Management

8

NSW METROPOLITAN INVESTMENTS


PROVIDING THE VENDOR WITH THE INFORMATION TO MAKE AN INFORMED DECISION WEEK 2-5 OF CAMPAIGN 1 VENDOR CONTACT A DAY AT 7:30AM

Monday

•Inspection | DD | Contract | Process | Pre-register email at 4:00pm | Formal Marketing Update

Tuesday

•Response from above e-mail

Wednesday Thursday Friday Saturday Sunday Vendor Management

•Attendees to inspection •24 hour call back feedback from inspection •Summary of week •Text photo print advertisements •Objectives of coming week

9

NSW METROPOLITAN INVESTMENTS


$250 MILLION ENQUIRY SCHEDULE

Enquiry: 72

Enquiry: 147

Enquiry: 47


THANK YOU Nicholas Heaton


Structure brings Success Ashley Weston


FEAR


My journey 2012 $400K 53 Sales 2013 $520K 66 Sales 2014 $625K 76 Sales 2015 $929K 110 Sales 2016 $1.3M 144 Sales


Business cycles Business Assistant Leadership Team


Business When is the time right? Lead by example Secret is prospecting Clear job roles = accountability Big data & how to structure it


Business Clear job roles = accountability

Prospecting Appraisals Vendor Manage Sale Campaign Negotiation

Listed to On Market Sold to Settled Appraisal Research General Admin

End at 5min


Business Big data and how to structure it THE NUMBERS 2500 database 200 will come to market (8%) 160 I will manage to appraise (80%)

110 I will manage to list (70%)


Business Big data and how to structure it KEEP IT SIMPLE Dormant 2500 Contacts Quarterly Call Maintain Relationship Changes in Behaviour

Pipeline 250 Contacts Monthly Call Keep top of mind Insights & results

2 Month List 25-50 Contacts Weekly Call Win the Business Service & Advice


Business Big data and how to structure it HYPER LOCAL PROSPECTING


Business Big data and how to structure it PIPELINE

Auction Videos

Case Study Letter and email

Phone Call then SMS weblink


Leadership What does it look like? Training program for team members Understanding capacity Process determines experience Big prospecting


Leadership What does it look like?

Lead Agent Prospect (Hot) Appraisals Vendor Manage Negotiation

Campaign Manager Listed to On Market Appraisal Research General Admin

Sales Associate Sale Campaign Sold to Settled Prospect (Cold/Warm)

Sales Associate Sale Campaign Sold to Settled Prospect (Cold/Warm)


Leadership What does it look like for Lead Agent?


Leadership What does it look like for Campaign Manager?


Leadership What does it look like for a Sales Agent?


Leadership Training program for team members

STEP 1 0-3 Months Prospecting

STEP 2 3-12 Months Buyers

STEP 3 12-18 Months Appraisals

STEP 4 18+ Months Sales Agent

Create a sales training manual with every system, process, script and dialogue for each stage then train your team members weekly. Have a succession plan for your team members to reach their goals not yours!


Leadership Capacity


Leadership Understanding the tasks to build a barbecue


Leadership Understanding the tasks to process a sale


Leadership Our extended support departments


Leadership Task management


Leadership Systems create capacity and improve client experience

Currently #2 in Australia for Customer Satisfaction


Leadership Big prospecting will always beat the best lister in your market place

Pipeline 100 Vendors 100 Buyers 50

Data 100 Cold 50 Buyer 50

Data 100 Cold 50 Buyer 50

Data 100

750 Per Week | 3,250 Per Month | 39,000 Per Annum


“Tell the truth, do the right thing and genuinely look after people�


Thank you!

Step Dad

Mum

Dad

Wife


GAME CHANGER


Enjoy The Ride The tough stuff strengthens everything that matters!


Values Hierarchy The BEST decision making tool you will every invest in I reassessed my values and realised that without family, no amount of sales or commissions would ever matter to me


‘Stretching’ Time You can achieve the same goals over a longer period of time with more joy and ease than you would by knocking them out of the park in half the time with no fun or enjoyment along the way It’s a marathon not a sprint


Delegate I had been micro managing for so long thinking that nobody could do it as good as I could – so arrogant and ultimately limiting my potential


I learnt the power of being open and letting people in It’s been great for me to realise that the more I let clients into my heart and my personal life, the more they love working with me and the more connection and fun we have along the way Put the REAL back into real estate


 “How Can I Be Of Service Today?” True fulfilment in our industry comes from GIVING SERVICE – be a giver not a taker and you will never need to worry about where your next listing comes from (seriously this is the BEST advice I would ever give anyone in sales)  Be authentic – dress the way you want, embrace your tattoos, your weight, your quirks… people want REAL in real estate – you will smile more, laugh more and I truly believe that people want to list with happy people and they want to buy from happy people. Become a magnet through being authentic.  Have Fun! Blur the lines between work and home… attend social networking events that are fun; run BBQ’s and community events that your kids and family can be involved in. Or follow my example and look for things every day to capture and share with your kids at night. Each day my son Josh asks me ‘what’s the funniest thing that happened today mum?’  It’s not life or death – finally I think the best advice my hubby David gave me on my tough days starting in the industry was ‘it’s not life or death’… we don’t have to deliver news that someone’s loved one died on the operating table… we are simply selling houses and yes it can be stressful, but we need to put it in perspective and not buy into the drama.


MEGAN JAFFE REAL ESTATE RAY WHITE REMUERA

BUILDING A WORLD CLASS TEAM THAT ENDURES & CREATING RAVING FANS

1


GRAPHIC DESIGN There are many variations of passages of Lorem.

Power best Services PHOTOGRAPHY There are many variations of passages of Lorem Ipsum available, but the majority have

There are many variations of passages of Lorem Ipsum available, but the.

suffered alteration in some form, by injected humour, or randomised words which. SUPPORTING There are many variations of passages of Lorem.

2


AGENDA BUILDING A WORLD CLASS TEAM

CREATING RAVING FANS

Vision, Value & Culture

Marketing & Brand

Solo Agent to World Class Team

Client Care

Time Management Structure

Sales Team

Roles & Responsibilities

3


BUILDING A WORLD CLASS TEAM THAT STAYS TOGETHER

4


VISION, VALUES & CULTURE

CLIENT INTEREST AT HEART

VALUES TRUST Values provide the building blocks for our team and the decisions we make.

ENTHUSIASM

5


VISION, VALUES & CULTURE

VISION Provide nothing but the absolute best in service excellence to our customers and clients by keeping their interests at heart. Help as many families as possible with their real estate journey while making the experience the best in the industry.

6


VISION, VALUES & CULTURE

HONESTY

CULTURE The culture we form for our team

INNOVATION

COLLABORATION

will shape the ongoing growth, expectations and future of the business. Culture is what people say and do when you’re not around. SYSTEMS

7


SOLO AGENT TO A WORLD CLASS TEAM

2 YEARS

8

CREATE CAPACITY

CLEAN DATA

500 CONTACTS

COMMUNICATION & RELATIONSHIPS


PROSPECTING 80%

JOHN QUIAMBAO LEAD AGENT - TEAM JOHN Q

ADMINISTRATION 20% The structure and culture you create allows you to allocate your time to where it’s most valuable.


6 PILLARS OF THE BUSINESS

10

01

Database Management

02

04

Marketing & Branding

05

Pipeline Management

Intra & Aftecare Division

03

Stock Management

06

Community


ROLES & RESPONSIBILITIES

JOHN QUIAMBAO

STEPHEN WAN

CAMERON BURTON

CLAIRE FINLAY

Licensee Salesperson

Licensee Salesperson

Licensee Salesperson

Licensee Salesperson

Lead Salesperson

Senior Associate

Associate

Listing properties

Assisting John ensuring campaigns run smoothly

Assisting John ensuring campaigns run smoothly

Listing properties

Maintains and creates relationships

Buyer relationships

Buyer relationships

Maintains and creates relationships

Prospects and door-knocks

Prospecting & door-knocking

Prospecting & door-knocking

Prospects and door-knocks

Lead generation from current campaigns

Lead generation from current campaigns

Lead generation from current campaigns

Lead generation from current campaigns

Constant contact with current vendors

Constant contact with current vendors

Constant contact with current vendors

Constant contact with current vendors

Buyer preparation for auction

Buyer preparation for auction

11


ROLES & RESPONSIBILITIES

LIBBY CUPITT

ANDREA JONES

BIANCA DYER

Licensee Salesperson

Executive Assistant

Brand & Marketing Manager

Management of team pipeline.

Admin tasks, bookings & enquiries.

Brand identity, design & protection.

Client care communication.

Vendor communication.

Digital marketing management.

Aftercare contact.

Vendor reports creation.

Design of custom listing campaign material.

Client Care Manager

Lead generation.

12

Client gifts & cards


“IN” MEETING

IN

1 hour every Monday morning.

CREATING STRUCTURE

TEAM MEETINGS

“ON” MEETING

ON

1 hour every Thursday afternoon.

INDIVIDUAL MEETINGS

15MIN

13

15 minutes with each team member once a week.


WE MAKE A DIFFERENCE IN PEOPLE'S LIVES. OUR TEAM CULTURE PROVIDES THE SUPPORT AND NURTURING TO ALLOW EVERY MEMBER TO BECOME THEIR BEST SELF. THIS NATURALLY FLOWS INTO OUR WORK AND CLIENT’S LIVES. 14

THE JOHN Q TEAM DIFFERENCE


HOW TO CREATE RAVING FANS

15


STRIVE FOR SERVICE EXCELLENCE 100% OF THE TIME

16

OVER COMMUNICATE WITH CLIENTS, CUSTOMERS AND VENDORS

TRANSPARENCY

TRUST THE PROCESS

DOOR KNOCK OPEN HOMES, AUCTIONS AND YOUR CORE COMMUNITY

HAVE A GREAT PERSONALITY

ALWAYS BE ON DUTY, EVEN WHEN YOU’RE ‘NOT WORKING’


MARKETING & DESIGN

CREATE MEMORABLE EXPERIENCES EVERY TIME

17

CLIENT CARE EXCELLENCE

INNOVATION & CUSTOMISATION

Aim to deliver the unexpected. From preparation to campaign through to after-care, leave no stone unturned in providing perfection to your clients every time.


PRECISION PLANNED MARKETING CAMPAIGNS

-

18

INTRA & AFTERCARE

Customised social media to reach the perfect target

-

Thank you cards

market

-

Settlement should be the best day of their lives

-

Custom designed and printed property books

-

Property Press delivered to vendor’s door each week

-

Aftercare, stay in touch!

-

Only perfection will do at Open Homes & Auctions

-

Appreciate your clients; host client

-

Campaign Reviews

functions, send holiday cards, flowers & thoughtful gifts


DO ORDINARY THINGS IN EXTRAORDINARY WAYS

19


THANK YOU FROM THE JOHN Q TEAM

20


Ric Serrao


Ability to Respond to Change Think outside the box • Don’t follow the norm – seek for other alternatives • Look at your work patterns and see where you can save time

Delegate • • • •

Delegate lower-dollar productive tasks Don’t be a control freak Consider virtual assistants Team up with colleagues and share the workload

Time Management • Be focusing on the most dollar-productive first • Different ring-tones for sellers & hot buyers • Don’t do data entry/admin during the day


Turn a transaction into a relationship •

• •

Think of clients as long-term superannuation – not one quick commission (avoid commission breath) It’s the little things you do Always portray yourself as a real estate advisor not a real estate sales person

Community •

• • •

Look at your community as an extension of your working environment Invest in your community, it’s tax deductable Sponsor what you are passionate about and get involved Shop and buy within your local community

The Human Touch


Turn a transaction into a relationship • • •

Think of clients as long-term superannuation – not one quick commission (avoid commission breath) It’s the little things you do Always portray yourself as a real estate advisor not a real estate sales person

Community •

• • •

Look at your community as an extension of your working environment Invest in your community, it’s tax deductable Sponsor what you are passionate about and get involved Shop and buy within your local community

The Trust and Care factor • • •

Invest as much time with past clients as you would with new ones Remember birthday cards, anniversary letters Do the unexpected daily

The Human Touch


Leveraging Technology

CRM • • • • •

Have a fit database, not a fat one Make content relevant to the clientele Categorise each client (hobbies & interests) General boring bulk emails will get you un-subscribes Set and forget a 10-year plan for clients

Your online profile • • • • •

• •

You don’t have to be everywhere on social media Social media boosting is your online DL card (e.g. my budget is $200-$300) Keep it consistent and simple Use video testimonials where possible Drive traffic to your personal website (that’s your online business card) Adopt new technology where possible (drone video, 3D walkthrough, aerial photography) Be conscious of your online reputation

Communicating to the next generation • • •

Be a chameleon when communicating to different generations, each generation communicates differently Educate yourself in new technology (landline to hologram) The person who is the early adopter of new technology will have the greater market share


Thank you!

www.ricserrao.com 0412 072 178

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