Real Estate Magazine - CENTURY 21 Affiliated, Sept. 2018 by RISMedia

www.rismedia.com

Left to right: Adam Freeman, Principal; Dan Kruse, President & CEO; Tom Bretz, CEO, Chicago Operations; Jasen Schrock, President, Michigan Operations

CENTURY 21 Affiliated:

What It Takes to Get to the Top â&#x20AC;&#x201C; Page 90

MY WHY? i I see my goals as inevitable triumphs. Because, like the diehard agents at RE/MAX, I donâ&#x20AC;&#x2122;t let anything stand in my way. Not setbacks. Not surprises. Not even myself. This is my tribe.

Why RE/MAX? The culture is my why. ÂŠ2018 RE/MAX, LLC. Each office is independently owned and operated. 18_241062

Find your why at joinremax.com

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pillartopost.com Each office independently owned and operated.

{Contents} September 2018/Vol. 34, No. 9 • www.rismedia.com

ON THE COVER 90 CENTURY 21 Affiliated: What It Takes to Get to the Top What started in 1978 as a one-man shop in Madison, Wisc., has grown to become one of real estate’s top Power Brokers. Clearly, Bill Kessler’s early goal to become a multiple-office company was far surpassed: Today, CENTURY 21 Affiliated is comprised of more than 100+ locations across Wisconsin, Illinois, Indiana, Michigan and Florida, and the company has enjoyed the ranking as the largest CENTURY 21 firm in the world in overall sales volume for three years running. As the firm celebrates its 40th anniversary, in this special cover story, Founder Kessler and President & CEO Dan Kruse share the strategies and philosophies that have sparked and sustained CENTURY 21 Affiliated’s success.

FEATURES 28 G lobal Spotlight: Luxury Beckons in Belize

50 Berkshire Hathaway HomeServices Marketing Is a Digital Reimagining of an Enduring Brand

54 P ower Broker Perspectives: Leesa Harper Rispoli, Jeff Sposito, Cheri Fama

66 S trategies: American Home

HIGHLIGHTS 26 Boosting Your Business and Reputation With Education

48 Poised for the Future

In this feature, learn how the e-PRO certification from the National Association of REALTORS® teaches you how to protect your data, and keeps you one step ahead of the competition.

RISMedia chats with Scott Strong on his one-year anniversary as CEO of zipLogix. Find out how he plans to help the firm further empower brokers and agents to deliver an even better consumer experience.

32 The Evolution of the Original

65 An 8-Point Recruiting Plan for

Disruptor

A culture of productivity, a bold tech strategy, and a drive for new ideas and better solutions fuel a bright future at RE/MAX. In this feature, find out how the brand is doubling down on its competitive advantages.

Strategic Growth One thing is a given for brokers and managers: Recruiting new salespeople will increase key operational measurables. Here, Sherri Johnson shares eight proven methods for achieving your recruiting goals.

Shield® (AHS®); MoxiWorks; Quicken Loans; Realtors Property Resource® (RPR®)

72 U nique Alliances Deliver Customized Services and Benefits to REALTORS®

80 H ow Doubling Up With Saturday Open Houses Can Sell Your Listing Faster

88 T he Evolution of Office Space and Its Impact on the Real Estate Industry

94 E xceeding Industry Standards Every Step of the Way

98 A Culture of Professionalism and Caring RISMedia’s REAL ESTATE September 2018 3

108 106 T rending: Brokers Turn to Pocket Listings in Rising Markets

108 RISMedia’s Great Spaces 112 A sk the Experts: How Much Does a Winning Culture Contribute to the Success of Agents?

30 Z illow Group Creating a More Streamlined Experience With Acquisition of Mortgage Lender

41 S ocial Skills: How to Take Advantage of Instagram’s New Questions Sticker

42 D eadly California Wildfires

HEADLINERS 15 P olicy Matters: Flood Insurance Reforms Critical for a Vibrant Housing Market

16 N AR Power Broker Roundtable: Cutting-Edge Technology: The Good, the Bad, and the Ugly

18 R EBAC Report: Why It’s Good Business to ‘Ignore’ the Transaction

20 Executive Appointments

Claim Lives and Real Estate

59 I nventory: Is the Drought Easing?

83 B log Spot: Home Maintenance: 5 Quick Exterior Fixes

85 W ebinar Recap: How to Build and Nurture Key Partnerships

87 4 Factors to Motivate Your Employees Daily

113 C onsumer Confidence Increased Marginally in July

INTERVIEWS 70 Felicia Hengle, Coldwell Banker Schmidt Family of Companies

102 T onya Hamilton, Berkshire Hathaway HomeServices Woodmont Realty

103 F red Evans, RE/MAX Gold Coast REALTORS®

104 M att Delhougne, RE/MAX Vision

105 N avid Ali, Realty ONE Group 87

4 September 2018 RISMedia’s REAL ESTATE

BMC Associates

EXPERTS 25 Brian Buffini - Take Five: 5 Ways to Avoid Burnout

39 T erri Murphy - Apologies, Video and Other Surefire Ways to Reconnect

44 M att Lombardi - History Happens at Home

47 M erle Whitehead - What’s the Value of the MLS? Providing the Best Listing Data

61 D esirée Patno - How Agents Can Better Serve Single-Women Homebuyers

63 R ealty ONE Group - Finding Fulfillment by Leading With Purpose

75 R ick Geha - The Other Agent Is Always Going to Be There

76 T amera Phallan - Do You Know Who You’re Competing Against?

EVERY ISSUE 6

RISMedia Online

Publisher’s Desk

12 Did You Know? 115 Service Profiles 123 Referrals 128 R E: Real Estate— REALTOR® Safety: Every Client, Every Day, Every Time

ARE YOU MAKING A DIFFERENCE?

YOU MIGHT BE AN RISMEDIA

REAL ESTATE NEWSMAKER RISMedia is now accepting nominations for its 2019 Real Estate Newsmaker Awards, honoring recipients for their newsworthy contributions to the housing industry and their positive impact on the communities and consumers they serve.

RISMedia’s 2019 Newsmaker Award winners will be featured in the December 2018 issue of RISMedia’s Real Estate magazine and honored at a reception at the National Press Club in Washington, D.C. next May.

There is no cost to nominate a Newsmaker. Nominations are due by Sept. 1, 2018, and you may nominate as many candidates as you’d like.

Rules & Regulations To nominate yourself and/or a worthy individual(s), just complete the online form at rismedia.com/newsmakernomination. Candidates can be selected as an RISMedia Real Estate Newsmaker for a variety of headlinemaking accomplishments, including: • Advancing the industry • Impacting change • Technology achievements • Championing diversity and inclusion • Business success and growth • Humanitarian efforts • Industry activism and support • Thought leadership and influence • Excellence in customer service • Creativity and innovation

See all the details at rismedia.com/newsmaker-nomination.

{Online}

RISMedia’s 2018 Real Estate CEO Exchange is here!

Trending on View these and more at blog.rismedia.com!

3D Homes: Will Your Next Property Be Printed? Move over tiny homes, you’ve got some competition. What’s the latest trend rounding the innovation corner of the housing industry? 3D printed homes.

daunting, but by taking the right steps, buying your perfect home doesn’t have to be stressful.

Neighborhood Amenities to Look Into Before Purchasing a Home

Attending? Share using:

#CEOX2018

Are you in the market to buy a new home? Do you want a space that’ll fit your needs far into the future? Here are a few things to look into before choosing the home that’s right for you.

Top Home Décor Materials of 2018: A Look at This Year’s Trends Whether you prioritize function, comfort or luxury, you’ll likely discover a new favorite material to experiment with (as well as some helpful hints on how to style it). So, if you’re trying to rethink an entire room or simply upgrade your décor, look to the latest material trends for some inspiration.

Top Bathroom Renovation Tips That Can Add Value to Your Home

Upgrading your bathroom prior to listing your home for sale may enable you to sell it at a higher price point. Here are some ways to improve your bathroom and get the highest return on your investment.

Get highlights (LIVE), pics, and more:

@RISMedia @RISMediaUpdates @RISMediaUpdates

How to Ensure You’re Buying the Perfect Home For most people, buying a home is the biggest investment they’ll make in their life. The process may sound

Connect With RISMedia @RISMediaUpdates

@RISMedia

@HousecallBlog

Linkedin.com/company/RISMedia

@RISMedia

Youtube.com/user/RISMediaUpdates

@HousecallBlog

@RISMediaUpdates

6 September 2018 RISMedia’s REAL ESTATE

Watch for continuing coverage on RISMedia.com and RISMedia’s Housecall, blog.rismedia.com.

The Perfectly Reimagined Homes.com The process of ďŹ nding a home just got easier.

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KEEP YOUR AGENTS SAFE ON THE JOB YEAR-ROUND

SHARE THE RESOURCES AVAILABLE AT:

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{Publisher’s Desk} Kicking It Up a Notch

oday’s real estate business is not for the faint of heart. With an ever smarter, more tech-savvy consumer, and a growing contingent of competitors in different guises, it takes creative thinking, evolved skills and a bold approach to stand apart and succeed—especially for a brand that considers itself the “original disruptor.”

Generate More Business from Social Media!

In this month’s cover story, we look under the hood to see how RE/MAX is re-engineering the firm to maintain its reputation as a revolutionary brand in this highly changeable real estate landscape. As CEO Adam Contos says, “We’re playing offense, not defense. And we’re not done shaking up the industry.” From heavy investments in digital marketing and tech development—such as the acquisition of tech innovator, booj—to ongoing support of its Motto Mortgage venture and its expanding global presence, RE/MAX exemplifies the proactive approach every modern-day player in real estate needs to take, whether you’re a national brand or an individual agent. At RISMedia’s CEO Exchange, taking place at the Harvard Club of New York City this month, this is exactly the type of subject matter that will be discussed among the more than 38 leading brokers and experts participating in panel discussions and keynote presentations during the event. We hope to see you in New York, but if you’re not one of the 230-plus executives joining us, please follow the event on Facebook and Twitter using #CEOX2018, and look for our news coverage at rismedia.com. And speaking of news, please don’t miss your last chance to nominate a worthy individual (or yourself!) as a 2019 RISMedia Real Estate Newsmaker. Winners will be featured in the December 2018 issue of Real Estate magazine and honored at the National Press Club in Washington, D.C., next May. So head to rismedia.com/newsmaker-nomination before the Sept. 15 deadline, and give your Newsmaker a chance to be recognized for their headline-making accomplishments and contributions to the real estate industry.

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CEO & Publisher John E. Featherston Executive Vice President Darryl D. MacPherson

EDITORIAL Executive Editor Maria Patterson Online Managing Editor Beth McGuire Managing Editor Paige Tepping Online News Editor Suzanne De Vita Senior Content Editor Zoe Eisenberg Associate Content Editor Liz Dominguez Blog/Social Media Editor Jameson Doris Contributing Editors Lesley Grand; John Voket; Barbara Pronin; Keith Loria; Andrew King; Deborah Kearns

INFORMATION TECHNOLOGY Chief Information Officer Edward T. Kingston Web Designer Kevin Kirwan Director, Client Solutions Peter Di Salvo Information Technology Manager James Jones Research Analyst Jaxson Corsi

DESIGN Art Director Kelli McKenna Production Manager Susanne Dwyer Senior Designer Christy LaSalle Junior Designer Janet Yung-Balbin

COMMUNICATIONS & PUBLIC RELATIONS Communications Director Mike Dominguez

CLIENT SERVICES & EVENTS MANAGEMENT Client Services & Events Management Director Cindi Gallucci

SALES Senior Vice President Anne Kraft Senior Vice President Kara T. Stripay Senior Vice President Paul Purvis Director, Business Development Brett Johnson Director, Business Development Andy MacPherson

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PUBLICATIONS & SERVICES Real Estate magazine Annual Power Broker Report & Survey RISMedia’s Automated Content Engagement (ACE) www.rismedia.com (Daily e-News) blog.rismedia.com (Housecall) RISMedia’s Real Estate CEO Exchange Power Broker Forum, Reception & Dinner at NAR Annual Power Broker Forum & Reception at NAR Midyear Copyright® 2018 by The Relocation Information Service, Incorporated-RISMedia, Norwalk, Connecticut. All rights reserved. Editorial and executive offices at 69 East Avenue, Norwalk, CT 06851. Telephone: (203) 855-1234. Magazine subscription rate $83.40 per year, including postage ($166.80 for two years); Canadian subscription rate $200.00 (U.S.) per year, including shipping and handling ($400.00 for two years). All subscription and advertising correspondence call 1-800-724-6000. Material in this publication may not be stored or reproduced in any form without permission. Requests for permission should be directed to Managing Editor, RISMedia, Inc., 69 East Avenue, Norwalk, CT 06851. The opinions expressed in this publication are those of specific authors and columnists and are not intended to or do not necessarily represent the opinion or views of the publisher, his staff, other authors, advertisers, or subscribers.

{Did You Know?} #REalityCheck

A recent report by WalletHub points to these five cities as being most favorable for first-time homeowners: 1. 2. 3. 4. 5.

According to an analysis recently released by Zillow, the average homeowner pocketed $38,856, or a 20.8 percent return, when selling, having had their home for 8.4 years.

Broken Arrow, Okla. Tampa, Fla. Centennial, Colo. Boise, Idaho Grand Rapids, Mich.

The homeownership rate has risen to

64.3

—a departure from the first quarter of 2018, when the homeownership rate was 64.2 percent. Source: U.S. Census Bureau

According to the latest Luxury Home Index by realtor.com®, $1 million-plus transactions are up 25 percent year-overyear, with the average property being snapped up in 105 days.

12 September 2018 RISMedia’s REAL ESTATE

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{Policy Matters}

Flood Insurance Reforms Critical for a Vibrant Housing Market by Austin Perez This column is brought to you by the NAR Real Estate Services group.

ow that the National Flood Insurance Program (NFIP) has been extended through Nov. 30, 2018, Congress should pass a long-term reauthorization and reform measure that strengthens the program while providing certainty to property owners in 22,000 communities nationwide. Administered by the Federal Emergency Management Agency (FEMA), the NFIP offers hundreds of thousands of dollars of insurance coverage for flooding, the most common

and costly natural disaster in the U.S. The alternative is taxpayerfunded disaster relief, which averages $4,500 per household for eligible emergency repairs and temporary housing only. The NFIP also averts billions of dollars in property damage each year because communities must adopt and enforce flood building codes and standards in order to join. Flood insurance is required for a federally related mortgage where there’s a one-in-four chance

of flooding over 30 years (i.e., a 1 percent annual risk). However, the NFIP must be reauthorized to provide flood insurance, and Congress has passed 42 stopgap extensions, including seven in the past year. Renewing the program a few months at a time fails to provide the long-term certainty property owners and communities rely upon for protection. The program was also not designed to cover catastrophic loss years, including 2005 (Katrina), 2008 (Ike), 2012 (Sandy), 2016 (Matthew) and 2017 (Harvey, Irma,

Maria). As a result, the NFIP has borrowed $36 billion from the U.S. Treasury, including $16 billion forgiven last year. Terminating this program will not wipe away the remaining debt, so a major focus of reauthorization will involve pushing as much risk to the private market as possible. When the NFIP was created, the private market was not willing to write first-dollar coverage in highrisk flood zones. Now, there are a number of private companies offering better coverage at a lower cost than the NFIP that homeowners should be able to use; however, these companies are more selective and could adjust rates and coverage for some properties after major floods. Under current law, if a homeowner wants to switch from a private flood policy back to an NFIP policy, the property would be ineligible for a grandfathered NFIP rate. As a result, homeowners are fearful of leaving the program until there’s assurance that NFIP rate increases are gradual and phased in over many years. With the threat of a lapse now past, NAR calls on Congress to come together and find common ground on much-needed reforms to the NFIP, including strengthening its viability and removing obstacles to a more robust private market for flood insurance. A long-term reauthorization that includes reforms will provide certainty to property owners and communities across the U.S. For more information, please visit www.nar.realtor/national-flood-insurance-program. RE

Austin Perez is senior policy representative, Federal Policy and Industry Relations, for the National Association of REALTORS®. RISMedia’s REAL ESTATE September 2018 15

{The NAR Power Broker Roundtable} Cutting-Edge Technology: The Good, the Bad, and the Ugly

Thad Wong Co-founder, @properties Real Estate, Chicago, Ill.

solutions, and cutting-edge technology at its heart is only what’s useful to you. So yes, we’re looking into new ways to make what we’re doing easier—or faster, or more effective. The bottom line is, “Does this improve the service and performance of our agents and the experience of our buyers and sellers?” If it does, I want to try it—and if I like it, I might be open to investing in it or partnering, especially if it’s a great start-up product.

Rei Mesa

Rei Mesa: The measurement for us

MODERATOR:

Christina Pappas District Sales Manager, The Keyes Company, Miami, Fla.; Liaison for Large Firms & Industry Relations, NAR PARTICIPANTS:

President & CEO, Berkshire Hathaway HomeServices Florida Realty, Miami, Fla.

JP Piccinini Founder & CEO, JP & Associates REALTORS®, Dallas, Texas The Power Broker Roundtable is brought to you by the National Association of REALTORS® and Christina Pappas, NAR’s Liaison for Large Firms & Industry Relations. Watch for this column each month, where we address broker issues, concerns and milestones.

Christina Pappas: Cutting-edge tech-

is return on investment. While we’re very disciplined about spending, we’re always reviewing and evaluating new products. How does this technology advance our goals? How will it make us better? If we see it as a go, we’ll budget for it.

JP Piccinini: The question for me is, “Will it make us more productive?” If it’s yes, I will never regret the cost. That’s an attitude that has never changed for me, not even during the downturn. CP: How do you find these new prod-

ucts—and how do you vet them before you buy?

nology. Every broker says they have it. But do they? What is cutting-edge technology? What do we use it for—and is it worth what we pay for it? These are questions worth pondering in a competitive time when it seems as though everybody is on the lookout for the shiny penny that will take their business to the next level. Thad, your company is wholly grounded in avant-garde technology. Are you out looking for these kinds of advances, or are they finding you—and what do you do with all this technology?

JPP: Mostly, the vendors come to us.

Thad Wong: Actually, we’re building

RM: It’s always in the vendor’s best interest to stay with us. After all, they’re invested in our success.

some of our own technology now, because the truth is, when everyone has cutting-edge technology, nobody really has it. We all need different

16 September 2018 RISMedia’s REAL ESTATE

The hard part is separating the pretenders from the contenders. Quality is the first requisite. I want to know who stands behind a product. I want full and ready vendor assistance if we’re going to roll out something new.

TW: That’s one of the reasons we like to invest or partner. I know they’ll be there for us all the way, even as they gain a bigger footing, and it’s nice to profit from their growth.

CP: Let’s talk for a minute about AI—

artificial intelligence. From a chatbot on your website to engage customers to an algorithm that predicts listings, AI is fast becoming the focus of our industry.

“No matter how good a product is, if it isn’t used, it’s worthless.” – Rei Mesa President & CEO, Berkshire Hathaway HomeServices Florida Realty

TW: As it should be. AI is giving us

ever better tools to help bring buyers and agents together. At a certain point, the agent’s skill takes over, and while that technology can generate a lead and match a buyer with a property, it can’t go with them when they want to tour it or negotiate on their behalf.

RM: That’s a good distinction, and it brings up another point. No matter how good a product is, if it isn’t used, it’s worthless. We’re always meticulous about rollout. We talk about it, we demo it, we make sure the agents know well in advance that it’s coming. CP: When rolling out new technology, we

host a huge Tech Day every year with a lot of fanfare so that vendors can demo their new products and get the agents excited.

JPP: To be successful, you have to

embrace change. Whether it’s better access to data or cultivating leads, or whatever you need to take it up a notch, in the end, it’s still about finding the best ways to improve the real estate experience. As technology advances and we embrace new tools, it can really be a win-win for everyone. RE 8For an expanded version of this article and other NAR Power Broker Roundtable topics, please visit www.rismedia.com.

If challenging the status quo is your status quo, you’ll fit in just fine around here.

JOIN THE RELENTLESS ©2018 Century 21 Real Estate LLC. All Rights Reserved. CENTURY 21® and the CENTURY 21 Logo are registered service marks owned by Century 21 Real Estate LLC. Century 21 Real Estate LLC fully supports the principles of the Fair Housing Act and the Equal Opportunity Act. Each office is independently owned and operated.

Century21.com

{REBAC Report}

Why It’s Good Business to ‘Ignore’ the Transaction by Marc D. Gould

very agent wants to reach the closing table as often as possible. Likewise, brokers want to see their agents secure every transaction opportunity. These goals are understandable, but also potentially undermine an agent’s success.

Interestingly, even though I’ve had hundreds of opportunities to talk to and learn from leading brokers and agents, the importance of “ignoring” the transaction really hit home, so to speak, within my own four walls. ON MY BLOCK Our home is located on the North Side of Chicago, in an area where properties are often purchased by investors for redevelopment. Real estate agents occasionally approach us with “I have an investor who wants to buy your home” inquiries. Since we aren’t interested in selling, I’ve developed a standard response for rebuffing these calls. As a result, I was somewhat surprised when I received a call from an agent who wasn’t encouraging me to sell. He merely wanted to introduce himself, learn a little about me and get permission to keep in touch. 18 September 2018 RISMedia’s REAL ESTATE

And he did. Every few months I’d get a call from Leigh Marcus of @properties. He must have a squeaky-clean database, because he always mentioned significant details about my family and our situation. Several years later, a developer purchased the property next door and we entertained the thought of selling. But we wanted representation. Who to call? The answer was obvious. We didn’t reach a satisfactory deal with the developer, but Leigh went out of his way to crunch the numbers, negotiate on our behalf and help us make a decision that was in our best interests. AGENT PERSPECTIVES If you ask Leigh about his philosophy, he’ll say it boils down to this: Our industry is a relationship busi-

ness, and the quickest way to build a relationship is with trust. How do you earn that trust? By caring about the people in your community and being a valuable resource to them. It’s a simple approach that’s easily botched. Agents may forget that people are continually forming impressions about them with every single interaction, so a consistent focus on customer service is essential. It pays off. Leigh has been one of Chicago’s top agents for years, leading a six-person team consisting of two agents and four customer service professionals. He spends at least three to four hours a day on lead generation while his team handles the administrative side of the business. COMMITMENT I realize my positive response is based on this agent’s commitment to trust and customer service, supported by a consistent commitment to work his sphere of influence, day in and day out. It reminds me of NAR’s Commitment to Excellence (C2EX) program, a revolutionary initiative aimed at helping REALTORS® elevate their skills and professionalism and provide the best possible service to themselves and consumers. I look forward to sharing more about this exciting initiative later this year. RE Marc D. Gould is senior vice president of Member Development for NAR, overseeing a wide range of professional development programs for REALTORS®, including the Real Estate Buyer’s Agent Council (REBAC). REBAC is the world’s largest association of real estate professionals focusing specifically on representing the real estate buyer. With more than 30,000 active members, REBAC awards the Accredited Buyer’s Representative (ABR®) designation to REALTORS® who have completed the specialized education and documented experience in working with consumers purchasing a home. To learn more, visit REBAC.net.

We Reinvented the Mortgage Approval Process — Introducing —

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RealEstate.QuickenLoans.com

RateShield Approval locks your client’s initial interest rate for up to 90 days on 30-year conventional, FHA and VA fixed-rate purchase loan products. Your client’s exact interest rate will depend on the date they lock their rate. Once your client submits their signed purchase agreement, we’ll compare their rate to our published rates for that date and re-lock their interest rate at the lower of the two rates for an additional 40 to 60 days. Additional conditions or exclusions may apply. Your client’s participation in the Verified Approval program is based on an underwriter’s comprehensive analysis of their credit, income, employment status, debt, property, insurance, appraisal and a satisfactory title report/search. If new information materially changes the underwriting decision resulting in a denial of the credit request, if the loan fails to close for a reason outside of Quicken Loans’ control, or if the client no longer wants to proceed with the loan, their participation in the program will be discontinued. If the client’s eligibility in the program does not change and their mortgage loan does not close, they will receive $1,000. This offer does not apply to new purchase loans submitted to Quicken Loans through a mortgage broker. Additional conditions or exclusions may apply. Verified Approval within 24 hours of receipt of all requested documentation. Quicken Loans Inc.; NMLS #3030; www.NMLSConsumerAccess.org. Equal Housing Lender. Licensed in 50 states. AR, TX: 1050 Woodward Ave., Detroit, MI 48226-1906, (888) 474-0404; AZ: 1 N. Central Ave., Ste. 2000, Phoenix, AZ 85004, Mortgage Banker License #BK-0902939; CA: Licensed by Dept. of Business Oversight, under the CA Residential Mortgage Lending Act and Finance Lenders Law; CO: Regulated by the Division of Real Estate; GA: Residential Mortgage Licensee #11704; IL: Residential Mortgage Licensee #4127 – Dept. of Financial and Professional Regulation; KS: Licensed Mortgage Company MC.0025309; MA: Mortgage Lender License #ML 3030; ME: Supervised Lender License; MN: Not an offer for a rate lock agreement; MS: Licensed by the MS Dept. of Banking and Consumer Finance; NH: Licensed by the NH Banking Dept., #6743MB; NV: License #626; NJ: New Jersey – Quicken Loans Inc., 1050 Woodward Ave., Detroit, MI 48226, (888) 474-0404, Licensed by the N.J. Department of Banking and Insurance.; NY: Licensed Mortgage Banker – NYS Banking Dept.; OH: MB 850076; OR: License #ML-1387; PA: Licensed by the Dept. of Banking – License #21430; RI: Licensed Lender; WA: Consumer Loan Company License CL-3030. Conditions may apply. ©2000 – 2018 Quicken Loans Inc. All rights reserved. Lending services provided by Quicken Loans Inc., a subsidiary of Rock Holdings Inc. “Quicken Loans” is a registered service mark of Intuit Inc., used under license. ||

{Executive Appointments} Bright MLS Chief Strategy Officer David Charron has assumed an advisory role with the organization, allowing him to continue to serve in several senior industry leadership positions, including as chair of the Council of Multiple Listing Services (CMLS) and the MLS RoundTable, as a director at the National Association of REALTORS® (NAR), and as president of MRIS Investors, Inc. Among many achievements, Charron was instrumental in the bringing together of 43 REALTOR® associations to consolidate nine MLSs into Bright MLS, one of the largest MLSs in the nation. ERA Real Estate has appointed Diana Wall to senior vice president of Sales. Wall, who has more than 30 years of experience in franchising and real estate, including as vice president of Business Development at RE/MAX, will curate strategic plans to support growth within the ERA network. Wall was formerly vice president of Field Operations for Project C.U.R.E., and, earlier in her career, was a district sales manager at ERA. Howard Hanna Real Estate Services has announced changes to management in its Western Buffalo District in New York, with Sheila Ferren-

tino named manager of the Grand

Island and Tonawanda offices, and named manager of the Williamsville office. Zoratti was formerly manager of the Grand Island office for five years, and the Tonawanda office for 14 years. An agent since 2002, Ferrentino became an assistant manager in 2013, and was honored by the Buffalo Niagara Association of REALTORS® (BNAR) as REALTOR® Associate of the Year in 2016. Zoratti has been an associate broker for over 35 years. In 2004, she was president of BNAR, and honored as REALTOR® of the Year by BNAR in 2006.

Charlene Zoratti

The Board of Managers of the Broker Public Portal (BPP) has announced its new officers for the next year:

John Mosey, CEO,

NorthStarMLS, chairman of the board; Alon Chaver, chief information officer, HomeServices of America, vice chairman;

Craig McClelland,

chief operating officer, Better Homes and Gardens Real Estate Metro Brokers, secretary; Paul Wells, broker/ owner of RE/MAX NOW

and RE/MAX of Barrington, treasurer; and Tim Dain, president of MARIS, at large board member. Weichert Commercial Brokerage, Inc., has appointed Robert Skinner vice president. Skinner—an elected official as Ocean County Committeeman, as well as chairman of the Jackson Township Rent Leveling Board, in New Jersey—has 20 years of experience, including as manager of the sales division of commercial and residential buildings for a boutique firm in New York City. Industry leader Russ Cofano has joined Real as president and cofounder. As an executive with more than 25 years of experience in the industry, Cofano has held numerous positions throughout real estate, including as president of eXp World Holdings, senior vice president of Industry and MLS Relationships at Move, Inc., and CEO of Missouri REALTORS®. RE

For more executive happenings, please visit www.rismedia.com.

WEâ&#x20AC;&#x2122;RE MORE THAN A NETWORK.

Barcelona, Spain, site of the 2018 LeadingRE Global Symposium

WE’RE A COMMUNITY. A selective community of 565 firms spanning six continents, we bring together the people behind the world’s top independent real estate companies to do business, collaborate on ideas and share opportunities. Supporting them with an international referral network, marketing and technology resources, professional development programs and world-class events, we make the best brokerages better. LeadingRE.com/ OurCompanies

QUALITY CONNECTIONS INDEPENDENCE

™

Better Strategy. Better Impact.

Stay ahead of the digital curve by earning NAR’s e-PRO® certification. It has never been easier to reach consumers. But with changing technology, social media trends, and the constant threat of cyber attacks, it can be difficult to stay ahead. That’s why a dynamic online strategy can be the difference between your success and failure. NAR’s e-PRO® certification program helps you master the advanced digital marketing techniques of today, so you can create a strategy that drives business and client trust.

» Increase your ability to reach customers » Expand your capabilities » Safeguard client information » Protect your business

Take Five: 5 Ways to Avoid Burnout by Brian Buffini

3. Set priorities. When you know what’s important to you, you can spend your time more efficiently because you’re not distracted by other less-important tasks throughout the day. Review your to-do list each day and pinpoint the top one or two priorities on your list. These are the top tasks of the day, whether it’s checking in with your current buyers and sellers or scheduling lunch with a top client.

4. Go hard, then rest. You can’t pour from an empty cup, and rest ensures that you have the energy to give your best to your clients and those around you. In addition to taking breaks throughout the day, take at least one day off per week to recharge, as well as long weekends or vacations throughout the year.

e’re coming into the fourth quarter of the year, when many agents begin to wind down their lead generation. Why? Often, they’re beginning to feel the first symptoms of burnout. Burnout is a common affliction in real estate that affects agents at all levels of experience. It’s no surprise that it’s one of the top reasons for failure in business. In my experience, people burn out when they’re “on” all the time and “follow the dollars,” rather than focusing on what they enjoy about the business and the “why” behind their work. Here are some tips to help you manage your energy, maintain a healthy business and avoid Burnout City.

1. Remember why you got into the business. If you’re like many agents, you got into the real estate business to help people; you liked the idea of being your own boss; or you wanted an opportunity to spend more time and energy with your family. Whatever your reason, lean into it when you begin to feel burned out. Then, use this newfound energy to connect with your clients, either by phone, text, email or in-person.

When you contact them, look for a need you can fill, such as connecting them to a professional or tradesperson in your network. Follow up with your clients afterward and continue to deepen your relationship.

2. Take control of your time. One of the best ways to protect your energy is to take control of how you spend your time. Many agents, however, fear that if they set boundaries, their business will suffer. After all, what if a client asks a question late at night or when you’re coaching your child’s soccer team? The key is to determine your schedule and let people know when you’re available. Most of your clients will honor your boundaries—and respect you more for having them.

5. Tap into the rhythm of the market. Real estate is cyclical. Although lead generation is a year-round activity, there are times of the year when it makes sense to ramp up your activities, including the beginning of the year, midsummer and fourth quarter. Connect with your database, especially your top-referring clients, during these periods of the year. This will ensure that you’re at the top of their minds to refer you. In between these periods, schedule “active rest.” It doesn’t mean you stop generating leads, but rather, you focus on closing the business you generated during your sprint and maintaining your relationships with your past and current clients, as well as your referrals. RE Brian Buffini immigrated to San Diego from Ireland in 1986 and became a top performing REALTOR®. He then founded Buffini & Company to share his powerful lead-generation system. Buffini & Company has trained over three million people in 37 countries and coaches more than 25,000 business pros. Today, Brian’s a New York Times best-selling author and reaches over 1 million listeners a year through “The Brian Buffini Show” podcast. For more, visit buffiniandcompany.com.

RISMedia’s REAL ESTATE September 2018 25

Boosting Your Business and Reputation With Education

by Zoe Eisenberg

NAR’s e-PRO® Certification Teaches Data Security, Protects Agent Reputation

ducation is critical to developing a longlasting real estate career. As the market shifts, a successful real estate professional will need to do the same to best meet their clients’ needs, uphold their reputation, and keep their competition from surpassing them. “Consumers tend to view real estate professionals in a monolithic manner, assuming that all real estate professionals do the same thing,” says Bill Lublin, e-PRO® instructor, and CEO of CENTURY 21 Advantage Gold and the Social Media Marketing Institute. “As anyone familiar with the business recognizes, the truth is almost the exact opposite.” As more and more of the real estate process moves online, agents who want to serve their clients need to learn how to protect their data. Real estate professionals interested in learning the latest technology tools and gaining further in-depth market knowledge can do 26 September 2018 RISMedia’s REAL ESTATE

so by earning their e-PRO® certification with the National Association of REALTORS®. The newly revised course, available live in the classroom, shows real estate professionals how to leverage digital marketing theory and technologies in their day-to-day marketing efforts, all while protecting client information. The course offers real estate professionals a solid foundation and clear path for creating a digital marketing plan and data privacy plan geared toward today’s tech-savvy clientele. “Today’s consumer lives in an instant gratification society,” says Amy Smythe Harris, an e-PRO® certification holder and broker/owner of Urban Provision REALTORS® in Houston, Texas. “The question is, as an agent, are you delivering that service to your client?” Smythe Harris has been working in real estate for 27 years. She chose to go through the e-PRO® certification program to become more efficient with today’s technology best practices, and believes that the program can help agents evaluate their technological strengths and weaknesses. “Today’s consumers are almost obsessed with technology, online search, smart homes and social marketing,” echoes Lublin, “and they want to work with agents that show familiarity with these things. As an agent, it’s important for you to be able to meet—and rise above— these expectations.” Lublin stresses that real estate professionals who complete the e-PRO® course gain in-depth knowledge as to what an effective digital marketing program looks like, and how to articulate that program to the consumer. Essentially, according to Lublin, “it enables agents to be more effective, more efficient, and, hopefully, more profitable.” According to Lublin, “the new e-PRO® course provides the student with relevant technology to use in their business, but adds a second day of live, relevant material to help students avoid data breaches.” “In real estate, what we trade on is reputation,” says Terry Watson, an e-PRO® instructor. “An agent’s reputation is their capital.” As more moving parts of the real estate transaction migrate online, so does customer data, resulting in an in-

creased risk of losing that information to a data breach. to implement a plan in case of a security breach.” New e-PRO® certificate holders not only understand the Young says the course helped him create a complete importance of data privacy and the laws in place, but technology strategy and identify his weak spots. “Now also how to implement best practices as outlined by the that I have established a blueprint around my technology needs, I can move forward and Federal Trade Commission in their make necessary adjustments as business. needed. Instead of being reactive “A REALTOR® is a gateway to a in the future, I am now able to be large financial transaction,” says proactive,” he explains. Watson. “Real estate agents can Proactivity is critical for protectbe targets because they have access to so many accounts, and ing your data. “Kill the monster so much financial info. If a hacker while it’s small,” says Watson. gets into your email, it could be “This course is a master asset in devastating to your client’s finanterms of prevention. We tell agents cial well-being, and, ultimately, your and consumers how to protect business.” themselves from being harmed.” - TERRY WATSON Kenny Young, a graduate of the By taking the e-PRO®course, real Instructor, e-PRO® new e-PRO®course’s live sessions, estate professionals are protecting initially signed up for the course to their business and reputation. The better serve his tech-savvy clients, newly revised coursework will be and soon learned how much he could do to protect their available online in fall 2018. RE privacy. “There is a constant concern of keeping my data, as well as my customers’ data, private,” says Young. “This course helps you develop a strategy to do so and For more information, please visit www.epronar.com.

“In real estate, what we trade on is reputation. An agent’s reputation is their capital.”

HELP YOUR AGENTS BUILD THEIR BUSINESSES WITH THE ONLINE

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{Global Spotlight}

Luxury Beckons in Belize by Paige Tepping

stablished in 2004, Vista Real Estate Belize is a full-service company proudly offering Belize’s highest level of real estate services. With five staff members, three agents and one broker, the firm serves the country’s six districts (Corozal, Orange Walk, Belize, Cayo, Stann Creek and Toledo), in addition to the surrounding islands and cayes. Here, Broker/Owner Hugo Moguel provides an in-depth look into the current housing market— and what the future holds for those looking to purchase in this highly strategic location. Please describe your current housing market. Prices are rising throughout Belize, especially in the more populated areas such as Ambergris Caye and Belize City. It’s also important to note that the average home price varies by location, the size of the home, the materials used for construction and general cost of living. That be28 September 2018 RISMedia’s REAL ESTATE

ing said, we currently have a total of 686 listings, of which 316 (46.06 percent) are active. The remaining 53.94 percent are sold or leased.

Tell us about the types of properties in your market, and which are most popular. We deal with all types of properties, whether it’s private islands, residential (including rentals), commercial, land, farms, ranches, hotels or resorts. While clients are most active in Belize City and Belmopan (Belize’s capital), their interest lies in residential property, land and income-producing commercial properties.

What types of buyers do you work with? Our buyers are both local and foreign, typically hailing from the United States, Latin America, Europe and Asia. Within the past five years, we’ve seen an increase in foreign investment in Belize, primarily among retirees—or those about to retire who are seeking a new home or the land on which to build. Vacation homes are another popular request among buyers who are interested in using properties seasonally or being placed into a rental pool.

What are some of the most important trends in your market? Currently, islands are the hottest commodity, and we’ve seen sales soar over the last two years. In fact, we’ve seen the highest amount of sales of private islands in the last 10 years, with investment in resort development following right on its heels. Buyers are also interested in farms and other agricultural properties. Income-earners, such as apartment buildings and properties suitable for vacation rentals, have also been attracting foreign buyers.

This St. George’s Caye home is listed for $650,000.

“We’ve seen the highest amount of sales of private islands in the last 10 years, with investment in resort development following right on its heels.” – HUGO MOGUEL Broker/Owner, Vista Real Estate Belize

What are your biggest challenges/opportunities for growth? Human resources has been our biggest issue in terms of growing. Finding agents who possess the quality and level of talent aligned with our reputation hasn’t been easy. To that end, we’ve put a training program in place in order to elevate former assistants to roles in sales and transaction management. It’s a long-term approach, but so far, it has secured loyal and hard-working, young people who are improving every day. We’re excited about our future. Olde Mill is listed for $695,000.

How does being part of Leading Real Estate Companies of the World® help advance your business? LeadingRE has been tremendous in connecting us with some of the most talented and experienced brokers in our region. Access to training and the sessions available at conferences have been incredible boosts in our know-how. Being part of LeadingRE has also afforded us the opportunity to get our hands on new technology, while providing insight into global trends, outreach and economics. The ability to connect with top brokers and agents from around the world and inform them about our market has been an untapped opportunity that we can now take advantage of thanks to LeadingRE. With social media, the opportunity to successfully do so has never been better. RE For more information, please visit www.belizerealestate.bz.

Casa Colibris is listed for $248,000.

RISMedia’s REAL ESTATE September 2018 29

Zillow Group Creating a More Streamlined Experience for Zillow Offers Customers With Upcoming Acquisition of Kansas-Based Mortgage Lender Company Is Developing Opportunities for Broker Partners as It Builds Out New Mortgage Technology by RISMedia Staff

illow Group’s Zillow Offers (formerly Instant Offers) program continues to make its presence known, expanding into new markets and offering new tools to consumers. Recently, Zillow made news again with the announcement that they’ll be acquiring Mortgage Lenders of America, based in Overland Park, Kan., a move designed to streamline and shorten the mortgage process for consumers who purchase homes through Zillow Offers. As Zillow builds out this mortgage product, the company says it will make tools and technology available to brokerages, consistent with its goal of providing a superior consumer experience while strengthening partnerships in the real estate industry. Through Zillow Offers, the company buys and sells homes, always with a local broker and agent representing them in the transaction. As they sell those homes, they put them in the MLS and ensure cooperating brokers get market-rate commissions. According to Zillow Group, the program is going well. Zillow Offers is up and running in Phoenix and Las Vegas, and will soon be live in Atlanta and Denver. In Phoenix alone, Zillow has purchased dozens of homes so far, with more than a dozen on the market, and more under contract. However, Zillow has found that the vast majority of sellers still prefer to go the traditional route—with an agent—and they report that the program has generated great seller leads for broker and agent partners. Getting a mortgage is often the 30 September 2018 RISMedia’s REAL ESTATE

hardest, most complicated part of buying a home. Zillow Group believes that the acquisition of Mortgage Lenders of America will allow the company to leverage its technological expertise to provide an easier and faster mortgage experience; Zillow also plans to offer tools and technology to brokerage partners so that they can improve capture rate at their own mortgage affiliates. According to Zillow, these tools are still in development and will be rolled out in the coming months. While Mortgage Lenders of America will help buyers of Zillow-owned homes have a more seamless experience, the company originates a fraction of the loans requested through the Zillow Mortgages marketplace every year. Mortgage Lenders of America will continue to offer mortgages to homebuyers outside of Zillow Offers, and will continue to participate in their lender marketplace. Zillow Group will also continue to offer lender advertising programs including Connect, Custom Quotes and lender co-marketing. In 2017, consumers submitted 23 million loan information requests through Zillow Group’s consumer brands. Zillow plans to continue to grow this marketplace and bring tools to industry partners to help them further grow their businesses. RE For more information on partnering with Zillow Group as they build out mortgage technologies, please visit www.zillow.com.

A Local Expert

Jim nailed it! He found us the perfect home in a great school district and backed it up with helpful information! Perfection!! – Laura C.

Jim Walberg, REALTOR

Jim nailed it with local data from RPR

The Evolution of the Original Disruptor A Culture of Productivity, a Bold Tech Strategy, and a Drive for New Ideas and Better Solutions Fuel a Bright Future at RE/MAX by Maria Patterson

he world is changing quickly. The real estate landscape has never been more competitive or crowded, and the battle for sales is as fierce as ever. But amid all the change—and the noise—one thing’s for certain: RE/MAX is in the game to win it.

The global powerhouse is all-in on a vision to equip its 123,000 agents with the ability to do even more and deliver the very best customer experience. RE/MAX is doubling down on its many competitive advantages—high agent productivity, high commission splits, premier brand awareness, an expansive worldwide presence, a one-of-a-

32 September 2018 RISMedia’s REAL ESTATE

kind entrepreneurial culture—to give agents even more: more technology, more marketing, more support, more opportunity. In short, the revolutionary brand continues to lead the way. Nobody in the world sells more real estate than RE/MAX in terms of residential transaction sides, according to the company. And RE/MAX leaders intend to keep it that way. “We’re playing offense, not defense. And we’re not done shaking up the industry,” says CEO Adam Contos. “We’re investing heavily in digital marketing and tech development to help the world’s most productive agents grow their businesses even more. Our services and competitive advantages help them create an unmatched ex-

entrepreneurial owners and agents driven to create the best customer experience every day. It’s the starting point for everything else.”

BOLD NEW TECH STRATEGY Empowering those agents with effective, streamlined tools and systems is a major priority at RE/MAX. The most obvious example of a new, barrierRE/MAX CEO Adam Contos (right) crushing tech strategy is the February and Pete Crowe, EVP, Business 2018 acquisition of booj. & Product Strategy (left) An award-winning real estate technology firm with a solid 12-year track record of exceeding customer expectaperience for their buyers and sellers.” tions, booj is developing a comprehenThe approach is scoring points. Rolling on 26 straight sive ecosystem of scalable tech products on a single, quarters (six-plus years) of agent growth, RE/MAX ended in-house platform—all custom-built for RE/MAX with the Q2 with over 123,000 agents worldwide—the highest considerable involvement of RE/MAX affiliates. quarterly count in its 45-year history. Agents around the “Tech isn’t the whole puzzle, but it’s a big piece of it,” globe like what they see and are jumping on board. says Pete Crowe, executive vice president, Business & The trend suggests agents are joining not because of Product Strategy. “Control, speed and flexibility are eswhere RE/MAX has been—but where it’s going. sential in today’s technology. Our agents deserve easy, data-driven, best-in-class solutions that require less of IT ALL STARTS WITH PRODUCTIVE AGENTS their time and help them build their business. That’s the Ultimately, the quality and productivity of RE/MAX agents goal of the booj acquisition.” The booj platform, currently in development, will is the engine that powers the network’s ongoing growth and industry leadership. Agent productivity is where streamline every step of the process, from lead generation to post-close nurturing, and vastly improve the expeRE/MAX shines brightest. An illustration: In the 2018 RISMedia Power Broker Top rience for all. “The booj team obsesses over technology so our 500 Report that ranked the 500 largest U.S. brokerages agents don’t have to,” Crowe says. “Agents can focus on by 2017 sales volume, agents at participating RE/MAX their clients, position themselves as the local expert and offices averaged 16.8 transaction sides each. That figure provide the best customer experience possible. Building is much higher than every national competitor in the rerelationships and marketshare become easier.” port. In fact, only one brand had an average within seven All booj products are based on a foundation of data sides of the RE/MAX mark. The per-agent average for the analysis, says John Sable, who co-founded booj (which entire list of 500 firms: 9.5 transaction sides. stands for “be original or jealous”) with Ido Zucker in “In multiple industry rankings, RE/MAX agents aver2005. age more transaction sides than agents with national “We’re data hounds. We analyze consumer and agent competitors. We’re working on ways to help them widen behavior, especially on mobile devices, to develop prodthe lead even more,” Contos says. “We’re a network of ucts tailored to what they’re actually doing—not what we think they’re doing,” says Sable, noting that booj powers “It’s invaluable to the technology for 40 independent brokerages across the U.S. “We focus on mobile usability first and build it work with a brand into everything—websites, CRM, apps, drip campaigns, that invests in your and more.” The addition of booj will help RE/MAX leverage the success like this.” network’s size and scope in bold new ways, Crowe says. “We want to be even more of a destination for top producKIM TILMON Team Leader, RE/MAX Elite ers than we are today. And booj will help us get there.” Conway, Ark. Kim Tilmon, a team leader with RE/MAX Elite in Con-

RISMedia’s REAL ESTATE September 2018 33

EVOLVING MARKETING MIX

RE/MAX COO Serene Smith (left) and CFO Karri Callahan (right) present an award to global leaders Sebastian Sosa and Dotti Penate-Sosa

way, Ark., sees the booj acquisition as a sign of RE/MAX leadership’s seriousness about raising the technology bar. “It’s invaluable to work with a brand that invests in your success like this,” Tilmon says.

INNOVATIONS WITH IMPACT The booj initiative comes on the heels of several other agent-focused innovations RE/MAX launched this year in participating U.S. regions. One is RE/MAX Marketing Automation, newly introduced functionality that has supercharged the RE/MAX Design Center, the network’s resource for customizable local marketing materials. Through automation, agents receive a complete marketing package—including flyers, virtual tours and single-property websites—any time they add or change an MLS listing. The materials arrive right in the agent’s inbox. Another is RE/MAX Social Prompt, which creates original, consumer-value content that automatically posts to an agent’s social channels. Both services were initiated with the same objective: to help RE/MAX agents close more sales while saving them time and money. “These new marketing initiatives give us a huge competitive advantage,” Tilmon says. “Marketing is one of the biggest costs of running a real estate business—it’s not just expensive moneywise, but timewise, too. The programs are very user-friendly, and now marketing a listing takes a fraction of the time.” One other new twist: Through RE/MAX Digital Ads, a unique program designed to help sellers see results more quickly, U.S. agents receive a free week of targeted, digital advertising for their new listings, with the option to extend at a deep discount. In the first six months of the program, the ads generated more than 1 billion impressions for 250,000 properties.

34 September 2018 RISMedia’s REAL ESTATE

Along with the innovative marketing services agents use locally, RE/MAX continues to make a big splash on a grander scale—all with the aim of helping agents achieve even more. The longtime No. 1 name in real estate based on unaided brand awareness, RE/MAX develops ubiquitous national ad campaigns that open doors for agents. The 2018 iteration, developed with San Francisco’s awardwinning Camp + King agency, goes far beyond TV—with clever, creative content hitting an entire spectrum of media and social media channels. More than $1 billion has been spent promoting the brand through the years, and new ideas and fresh avenues emerge all the time. For instance, RE/MAX also teams with BuzzFeed, wellknown for its engaging viral content. The collaboration results in entertaining but strategic social content—quizzes, articles and more—that agents can easily share. A recent video, “Regular People Take a Real Estate Exam,” has been viewed over 1.3 million times. The strategic mix makes a big difference for agents. “RE/MAX marketing has a huge positive impact on my business,” says Lisa Nguyen, a broker associate with RE/MAX Professionals in Lakewood, Colo. “As an entrepreneur, I need my name associated with a brand that’s recognized and respected worldwide. RE/MAX is always

“As an entrepreneur, I need my name associated with a brand that’s recognized and respected worldwide.” LISA NGUYEN Broker Associate, RE/MAX Professionals Lakewood, Colo.

RE/MAX Marketing Automation has supercharged the network’s Design Center.

“I’m part of something bigger than a real estate company— I’m part of what real estate representation is supposed to be.” DANIEL THOMAS Broker Associate, RE/MAX Right Choice Real Estate Bridgeport, Conn.

finding innovative ways to stay current. It delivers a ton of value to me.” It also delivers leads—over a million a year, with no referral fees—through the powerful combination of marketing and websites like remax.com, real estate’s most visited franchisor website. Other branded sites, such as the theremaxcollection.com (luxury), global.remax.com (international), remaxcommercial.com (commercial properties), and remax.ca (Canada), all connect consumers to RE/MAX agents and their listings.

‘I’M PART OF SOMETHING BIGGER’ Those leads are driven to local agents with the skills, knowledge and expertise to guide clients through a complicated process. RE/MAX is the “Home to Top Producers” because it attracts the agents who are committed to going beyond the norm in every way.

“I truly believe RE/MAX is the strongest brand in the industry,” says Daniel Thomas, a broker associate with

EXPANDING THE OFFERING: MOTTO MORTGAGE The very first national franchised mortgage brokerage model, Motto Mortgage was introduced two years ago by RE/MAX Holdings. Today, the “mortgage brokerage in a box” is growing nationwide. “We love hearing from Motto Mortgage office owners, many of whom are also real estate professionals, that the franchise has helped diversify their business and create new opportunities they didn’t even realize existed,” says Ward Morrison, president of Motto Franchising, LLC. “Mortgage isn’t a straightforward industry. Our brokerage model was designed with that in mind, and mitigates barriers to entry.” Another of Dave Liniger’s last-

ing legacies, the approach at Motto Franchising, LLC is aspirational. From more transparency and convenient loan options for consumers to providing real estate agents with access to mortgage professionals, this innovative model is breaking the mold.

FAST FACTS •More than 90 franchises sold • Over 60 offices open for business in 27 states • Second member of RE/MAX Holdings family of brands •Launched October 2016

RISMedia’s REAL ESTATE September 2018 35

RE/MAX Right Choice Real Estate in Bridgeport, Conn. “I’ve realized I’m part of something bigger than a real estate company—I’m part of what real estate representation is supposed to be.” High-quality professionals delivering the best service to buyers and sellers—that was the vision of RE/MAX Co-Founder Dave Liniger from the very start. In creating real estate’s original disruptor, Liniger envisioned a network where experienced, productive agents could keep more of their commissions, enjoy the freedom to

run their business as they saw fit and live the lives they wanted. With a flair and work ethic all his own, Liniger built a No. 1 powerhouse in over 100 countries and territories. And in February, with a memorable fist bump on stage at the 2018 RE/MAX R4 convention in Las Vegas, Liniger passed the leadership torch to Contos. “Adam is creative, innovative, driven and skilled at recognizing technology and social media strategies that help RE/MAX affiliates build their business,” says Liniger,

Q&A: A CONVERSATION WITH RE/MAX CEO ADAM CONTOS

EO Adam Contos, who took the RE/MAX reins in February, is ushering in a new era for the world’s most productive real estate network.

Given the current climate, how does RE/MAX plan to retain its competitive edge? There’s a lot of noise in the industry, and a lot of fear. Fear is just False Evidence Appearing Real. We have no time for it. Disruption? Bring it on. We’ve been disrupting since day one, and we’re not finished—not by a long shot. Having booj on board will benefit our brokers and agents in ways that go far beyond anything we’ve ever done. We’ll leverage the power and scale of our network to sharpen and expand our competitive advantages—empowering RE/MAX affiliates like never before. You know what matters in our business? Consumer experience. And we see tremendous opportunities to combine great agents and great tech to make that experience better than ever. What’s your vision for RE/MAX? RE/MAX has long been an industry leader, and my vision is that RE/MAX continues to be a destination brand for driven, highly productive agents. To make that vision reality, we’ll provide agents with even better tools and systems, empowering them to create even better experiences for their clients. We’re agile, able to act quickly, open to change and in a position of strength—No. 1 in the world in residential transaction sides. The

network includes top producers, extraordinary brokers, worldwide brand presence, competitive advantages that fuel agent-count growth, an expanding global footprint and an entrepreneurial culture built on being the best. By partnering with our brokers, attracting top agents and focusing on the consumer, we’ll increase our lead and help our affiliates achieve even more. The RE/MAX of the future is going to be even better than the RE/MAX of today. What do you view as the biggest challenges for real estate professionals? Competition in real estate has always been tough, but now it’s a whole new ball game. With the changing real estate landscape, it’s vital that real estate professionals provide tremendous value to their customers. Whether you’re a broker or agent, you need to deliver consistent results and an experience that can’t be provided online or by a competitor down the street. Agents and brokers need to stay focused on the distinct value they offer, then take it to the next level. Why do so many of the same agents consistently make the top-producer lists year after year? It boils down to their ability to stay focused and deliver unmatched, consistent value to clients regardless of what’s going on around them.

AN ACTION-PACKED APPROACH All sorts of good things are happening at RE/MAX. Here are a few facts about this dynamic, global brand: • The flagship remax.com site drew over 90 million visits last year. According to Hitwise data, it is the No. 1 real estate franchisor website. That traffic contributed to over a million fee-free leads being delivered directly to agents. • RE/MAX has a global presence in over 100 countries and territories. It includes more than 50,000 affiliates outside the U.S. Many of these affiliates are pioneers who are raising standards and revolutionizing the industry in their home countries. • The global.remax.com website features over 800,000 property listings from around the world. Potential buyers can view the listings in their own languages and currencies. • The RE/MAX Collection luxury brand provides agents with elegant marketing materials,

who remains Chairman of the Board while Contos oversees day-to-day operations. “He’s supported by a terrific senior management team, and he’s the ideal person to lead the network forward.”

DIFFERENCE BETWEEN GOOD AND GREAT At its core, RE/MAX is a people company, Contos notes. Agents, brokers, buyers, sellers—they’re all central to the brand’s “Everybody Wins” foundation. The power of the network—filled with hard-charging agents focused on service and helping others achieve their goals—can’t be replicated. Not by a startup. Not by a boutique firm. Not by a discounter. Not by any competitor. It’s a network of people who want to do more—and want to be more. “After joining RE/MAX, I learned the difference between being good and being great,” Thomas says. “Being great at real estate is not about selling; it’s about being great at solving problems, building relationships and caring about the people you’re working with. RE/MAX provides an environment for the top agents in my community to work together and do extraordinary things.”

business-building education, networking events and a dedicated listing website at theremaxcollection.com. •R E/MAX Commercial is a network of more than 3,300 practitioners in more than 650 commercial offices and divisions. In 2017, they closed 32,900plus commercial sides for over $13.4 billion in volume. A major resource: remaxcommercial.com. •R E/MAX agents and brokers help millions of kids each year through their support of Children’s Miracle Network Hospitals. The partnership has been changing lives for 26 years. •W ith 75, RE/MAX had more individuals in the 2018 NAHREP Top 250 Latino Agents rankings than any other brand. The same was true on the NAHREP Top 100 Latino Teams list, where 30 RE/MAX teams were honored. •R E/MAX University features more than 1,000 videos and offers 70plus professional designations and certifications on its digital, on-demand platform.

Agents like Thomas—driven, committed and aiming high—are the network’s most enduring strength, Crowe says. “We have the best agents, period. And when we’re able to give them an extra edge, great things happen,” Crowe says. “It’s easy to get caught up in the noise and become distracted by the hype in our industry. The best course is to focus on providing real value, serve your customers, adapt to change and constantly improve on what you do. Those are RE/MAX core values. They make us who we are.” Every day, RE/MAX agents around the globe are hustling to make things happen. And behind those entrepreneurs—guiding homebuyers and sellers through a complicated process—is a brand devoted to their success. “Look, consumers drive disruption through their choices,” Contos says. “And that sounds good to us, because RE/MAX is all about finding better ways to elevate the consumer experience. We’ve been doing it for decades. “The most exciting part? We’re just getting started. The best is yet to come.” RE For more information, please visit www.remax.com. RISMedia’s REAL ESTATE September 2018 37

POWER Here’s to You. You’ve built a successful business. But it can be challenging on your own.

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Together We can do more. Visit weichertfranchise.com. © 2018 Weichert Real Estate Affiliates, Inc. 225 Littleton Rd. Morris Plains, NJ 07950. Weichert® is a registered trademark of Weichert Co. All other trademarks are the property of their respective owners. REALTOR® is a federally registered collective membership mark which identifies a real estate professional who is a Member of the NATIONAL ASSOCIATION OF REALTORS® and subscribes to its strict Code of Ethics. Each franchisee’s results may vary. We do not make any representation about a franchisee’s future financial performance or the past financial performance of company-owned or franchised outlets. This advertising is not an offering. An offering can only be made through a Franchise Disclosure Document and in states where authorized. If you are currently a member of another franchise organization, please disregard. In New York State, an offering can only be made by a prospectus filed first with the Department of Law of the State of New York. Such filing does not constitute approval by the Department of Law. This offering is registered in Minnesota under registration No. F-5056.

THESE FRANCHISES HAVE BEEN REGISTERED UNDER THE FRANCHISE INVESTMENT LAW OF THE STATE OF CALIFORNIA. SUCH REGISTRATION DOES NOT CONSTITUTE APPROVAL, RECOMMENDATION, OR ENDORSEMENT BY THE COMMISSIONER OF CORPORATIONS NOR A FINDING BY THE COMMISSIONER THAT THE INFORMATION PROVIDED HEREIN IS TRUE, COMPLETE AND NOT MISLEADING. Each Weichert® franchised office is independently owned and operated.

Apologies, Video and Other Surefire Ways to Reconnect

Say You’re Sorry. When said in the right context, the words “I’m sorry” can be an effective way to reconnect with a lead or referral when a time lapse has occurred. An apology script* is an authentic and helpful way to bridge the gap to a lead that reached out to you and received no response. “I’m sorry, but I may have dropped the ball” will go a long way toward acknowledging your lack of communication and open the door to advance the relationship.

by Terri Murphy

very salesperson wants to be on top of their service and sales, but what happens when those inevitable, unplanned catastrophes throw you off your normal routine—or worse yet, when periodic swings in business obliterate even a well-planned schedule?

Usually, the first thing that suffers is your follow-up, or the activities you have scheduled to stay connected to the various segments of your business. This high priority block of time is critical when it comes to staying in touch with leads that have reached out for help and still haven’t heard from you. Your inner dialogue will begin to make excuses for not following up. You may try to convince yourself that too much time has passed and they’ve moved on, that they don’t need you anymore, or that they don’t want to hear from you because they’re certain that you’re not professional since you didn’t contact them in a timely manner. Sure, it’s possible that those leads have moved on to another resource, but whether that’s true or not, you’re potentially leaving massive amounts of income and integrity on the table. And what about those leads you’ve contacted, fulfilling your timely response plan through mul-

pression in less than one minute by using video.

tiple communication channels? You’ve called, sent text messages, emailed and even sent snail mail, but all you’re getting in return is nothing but the sound of crickets. Now what? Whether it’s leads you were remiss about following up with, or the most non-communicative prospects, here are a few strategies. Bridge the Gap With Video. We love to watch videos because they’re a magical platform that creates an experience that the most creative letters and emails can’t produce. Consider uploading a short video that can be sent through email or social media in order to connect with even the most reticent prospects. Not only is video a time saver, but it’s also a guarantee that you’re a real person, and that you’re even better live than in writing. Using video makes a huge impact, as if you were there in-person when you can’t be. Choose to make a memorable im-

Stay Connected With Past Clients. There’s power in simple consistency, if only you could stick to that schedule. When you write a plan and schedule the day and time each and every week, staying in touch with this powerful group of influencers can produce additional income through warm referrals without having to make one cold call. Boost the relationship connection by planning a monthly or quarterly gathering so you can be face-to-face. Set up a wine and cheese reception for 10 15 people to help you rotate through this vastly rich potential of referrals. Consider planning a movie night, an ice cream social, or inviting a group to a music or sports event to keep you connected with this resource. Use creativity and persistence to connect and convert more prospects to profits. RE *For a copy of an effective apology script, visit http://bit.ly/2M5XdlO

Terri Murphy is a communication engagement specialist, author, speaker and coach. She is the author/co-author of five books, and founder of MurphyOnRealEstate.com. Contact her at TerriMurphy.com, MurphyOnRealEstate. com or Terri@TerriMurphy.com.

RISMedia’s REAL ESTATE September 2018 39

How to Take Advantage of Instagram’s New Questions Sticker by Jameson Doris

n July, Instagram introduced a new way for agents to engage with their clients. A new questions “sticker” on the app’s Stories feature allows users to ask others anything they want.

Stories, which is very similar to Snapchat, allows users to create ephemeral photos or videos. In the past, users have been able to place emojis and stickers over those photos and videos. Stickers can be static designs, such as a bubble letter word like “BASIC,” as well as interactive features like a customized poll. Users can now add a sticker that simply reads, “Ask me a question.” You can customize this text by adding a space where other users can ask questions. All responses will be funneled to the screen with your Story views. You can respond

with a direct message (DM) or in the form of another Story with the person’s question visible as a sticker. According to Instagram, the questions sticker is “a way to start conversations during moments when you don’t necessarily have a photo or video to share.” For agents, this usually isn’t a problem with all the listings you’re trying to get eyeballs on. Instead, this new questions sticker is an excellent way to mix up the content you’re likely already posting regularly. The fun part of this new feature is that

clients and colleagues can ask you literally anything they want. By posting their questions and answering them in your Stories—as opposed to sending them a direct message (DM)—you can create some great engagement. Other people, and potential clients, will see your responses and may be inclined to reach out to you, as well.

RE The questions sticker is available on Android and iOS. This appeared first on RISMedia’s Housecall.

Jameson Doris is RISMedia’s blog/social media editor. Email him your blog ideas at jdoris@rismedia.com.

RISMedia’s REAL ESTATE September 2018 41

Deadly California Wildfires Claim Lives and Real Estate Fires Impact Northern California by Liz Dominguez

he Carr Fire—the largest of the 17 fires ravaging Northern California (at press time), and the fourth most destructive in the state’s history—had claimed the lives of seven people and burned through 160,049 acres across Shasta and Trinity counties, as well as destroyed over 1,000 homes, 24 commercial buildings and 500 other structures, according to the California Department of Forestry and Fire Protection (CAL FIRE). Forty-three percent of the blaze had been contained at the time of this article.

Meanwhile, the Ranch and River Fires in Mendocino County had destroyed over 9,000 structures (41 of which were residences), and burned through 218,319 and 48,663 acres, respectively. Outside of Yosemite National Park, the Ferguson Fire—only 38 percent contained—was continuing to grow, burning through 89,633 acres so far. Over 35,000 were ordered to evacuate at the peak of the wildfires. The White House approved FEMA-provided disaster assistance, allowing affected Californians to apply for home repairs, temporary housing, loans to 42 September 2018 RISMedia’s REAL ESTATE

cover uninsured property losses, and more. Fannie Mae and Freddie Mac also announced disaster relief policies for people whose homes or places of employment have been affected by the historic wildfires. Disaster relief options are available to borrowers with homes in FEMA-declared disaster areas where individual assistance programs have been made available to affected individuals and households. Options for affected borrowers in these areas may include:

•S uspending foreclosures by providing forbearance for up to 12 months. • Waiving assessments of penalties or late fees against borrowers with disaster-damaged homes. In areas where FEMA has not made individual assistance available, mortgage servicers may leverage forbearance programs to provide immediate mortgage relief to borrowers that have been affected by the devastating wildfires. Local associations are also integrally involved in the relief effort. “The California Association of REALTORS® (C.A.R.) has a Disaster Relief Fund to help REALTOR® family members who have been impacted by any natural disaster,” according to the organization. “The Association established the fund in the wake of the 2003 California wildfires. Grants provided by the fund are used to help members of the REALTOR® family— REALTORS®, their staff and Association members and their staff—who have incurred substantial losses due to wildfires and other disasters by distributing grants of $1,000 to $10,000.” According to C.A.R., donations can be made online, or directly to the California Community Foundation (221 S. Figueroa St., Ste. 400, Los Angeles, CA 90012). Checks are payable to the California Community Foundation, with “C.A.R. Disaster Relief Fund” in the memo. In 2017, wildfires claimed the lives of 46 people and destroyed almost 12,000 structures, according to CAL FIRE. RE

Liz Dominguez is RISMedia’s associate content editor. Email her your real estate news ideas at ldominguez@rismedia.com.

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SEPTEMBER 8 - 11, 2018 GRAND HYATT HOTEL, SAN DIEGO Four days of content focusing on:

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History Happens at Home Commentary by Matt Lombardi

ll houses have a story to tell. And one exceptional house is sharing its rich tapestry of stories spanning five families and 200 years through the “Within These Walls” exhibition at the Smithsonian’s National Museum of American History. This exhibition, exclusively sponsored by the National Association of REALTORS® (NAR), serves as a tangible symbol of the role NAR’s 1.3 million members play in making property ownership and the American Dream a reality for millions of Americans.

44 September 2018 RISMedia’s REAL ESTATE

It’s only fitting that NAR is playing a key role in providing support to bring these stories of home and history to the public. The 1760s Georgian-style house from Ipswich, Mass., chronicles the story of one home and five families whose lives intersected with American history at different crossroads. In the early 1960s, Ipswich citizens saved the two-and-a-half story, timber-framed house from demolition, and dismantled and reassembled it with care for this Smithsonian exhibition. The approximately 4,200-square-foot home is the single largest artifact in the museum’s collection. Visitors can peer through the home’s walls, windows and doors to view activities of the occupants, fixtures and furnishings from different eras, while learning the real-life stories of five families who inhabited the

house from the colonial era through World War II.

All houses have a story

One House, Five Families While none of the house’s inhabitants were famous, their stories reflect the challenges and choices that shaped both their community and the nation. American colonists created a new, genteel lifestyle, patriots stood for their freedoms in a revolution, and an enslaved young man considered what liberty would mean for him. The home also served as a gathering place for neighbors to come together to end slavery, while immigrants earned a livelihood in their new home, and a woman and her grandson contributed to the war effort during World War II with their victory garden. These are the true stories this house tells and what continues to make this one of the most popular exhibits at the Smithsonian’s National Museum of American History in Washington, D.C. The house structure, along with displays about the families that lived there, provide poignant reminders that each era presents challenges to overcome and achievements to celebrate.

exceptional house is

NAR’s Sponsorship and Exhibit Upgrades While NAR has sponsored the exhibition since 2001, on September 1,

to tell. And one sharing its rich tapestry of stories spanning five families and 200 years through the ‘Within These Walls’ exhibition at the Smithsonian’s National Museum of American History.

the Association became the exclusive sponsor of the exhibit through 2030. To keep the exhibition compelling over the next 12 years, significant renovations were made to the “Within These Walls” exhibition. New technologies and theatrical overlays were recently integrated, which serve to enliven the visitor experience with the impact of music, sound and light treatments. These upgrades create an even more compelling exhibition experience. In addition to the theatrical integrations, the exhibition website at americanhistory.si.edu/within-these-walls was

updated, and content translations in eight languages are now delivered via mobile devices. Both elevate the value of this exhibition and the REALTOR® brand, to a global stage, enabling visitors from around the world to explore the important ways ordinary people, in their daily home lives, have been part of great changes and events in American history. Additionally, new displays were recently added, including a new artifact display case. This display is the first in a series of new house-and-home topics. In 2018, the display supports NAR’s yearlong commemoration of the 50th anniversary of the Fair Housing Act of 1968, and showcases a pen used by President Lyndon B. Johnson to sign the Act. As the United States continues to evolve, “Within These Walls” is well positioned through 2030 to share its stories with millions of visitors annually. This popular exhibition is an important reminder that “history happens at home,” thanks to the crucial role REALTORS®play in achieving the American Dream of homeownership. Learn more at NAR.realtor/articles/ within-these-walls-exhibition. RE

Matt Lombardi is senior vice president, Marketing, Communications & Events for the National Association of REALTORS®.

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What’s the Value of the MLS? Providing the Best Listing Data Commentary by Merle Whitehead

direct data—the best data available. Only Homesnap offers the same complete and timely data that real estate pros use to search. It’s your branded version of a public-facing MLS. There are two things consumers in your market will love: First, Homesnap has MLS-direct data from over 145 MLS markets all in one place. Second, Homesnap features the complete data from a market, not only the listings that are selectively chosen by the broker to go to third-party advertising sites. This is an enormous difference. At Howard Hanna, for example, this has been great for out-of-area referrals. The reason the other websites and apps fall short is simple: They’re third-party advertising sites, not 100-percent MLS-direct, and they’re missing data in many markets. They can’t help but be less accurate and cause frustration—or worse—for homebuyers and sellers.

Now More Than Ever

ata accuracy matters. More than one in five Americans have a mistake on their credit report. Those errors could cost them dearly, as they could end up paying higher interest rates for their mortgages. The same is true with home search. Unknowingly, millions of Americans searching for homes are often using incomplete and outdated data. When consumers inquire about those properties and learn that they’re pending or sold, or the price has increased, they don’t blame the site owner; they blame the listing broker who has little control over the publishers of defective listing information. Maybe it happened to your clients. They search on a popular website, find the perfect home and send you a link. You look in the multiple listing service (MLS) and the listing is outof-date—or worse, the home sold weeks ago. Are buyers missing out on buying the home of their dreams in a hot market because they’re searching on sites whose data may be incomplete,

or can take 2-5 days to update? What’s going on here? Non-MLS vs.100-Percent MLS-Direct Data The problem is that consumers are using home search websites and apps featuring advertising data, and not the data from an MLS. MLS-direct data is the best data in real estate. It’s the most accurate property listing information, and it contains the timeliest information. MLS data is supplied by real estate professionals contracted by the seller to curate the offering. That means when something changes— if the price changes or the property sells—that change is updated swiftly in the MLS. The rules of the MLS require these quick changes. That’s why the real estate industry’s Broker Public Portal with Homesnap features 100-percent MLS-

Redfin, Long & Foster and Weichert collaborated on one of the first studies that set off a firestorm over data accuracy in 2012. The study found that “bad real estate listing information is bad for the real estate industry.” That’s even truer today, with consumers searching online and relying on their mobile devices. If companies aren’t working to provide the highest-quality listing data, with the most accurate and timeliest information, doesn’t that impact the trust customers have in the other products being offered? That’s precisely why the value of the MLS is so vital. MLSs provide the best property listing data. As founding chairman of the Broker Public Portal, I strongly urge you to download the Homesnap app today and start sharing it with your clients. RE Merle Whitehead is chairman, New York State of Howard Hanna Real Estate Services and immediate past chairman of the Broker Public Portal. For more information, please visit brokerpublicportal.com or homesnap.com/bpp. RISMedia’s REAL ESTATE September 2018 47

Poised for the Future zipLogix™ Aims to Dramatically Improve the Real Estate Process by Paige Tepping

e recently had the opportunity to chat with Scott Strong as the one-year anniversary of his appointment as CEO of zipLogix™ approaches. In this exclusive interview, Strong provides a closer look at the momentum that’s propelling the company into the future—and why he’s so passionate about being at the helm.

a package or platform that allows people to solve that problem over and over again. My wife is a successful REALTOR®, so I’ve lived in the real estate business for 14 years now with her. When the opportunity came along to merge what we both do successfully into a common world, I jumped at it.

Real Estate magazine: Tell us a little bit about your background and how you got to be where you are today at zipLogixTM. Scott Strong: I have 25 years of deep software industry

my wife working on daily, it’s clear that there’s room to dramatically improve the transactional experience for everyone involved in the home-buying or -selling process. While there have been great advances over the last decade, the real estate process is still complex. In fact, I’m currently closing on a home, and going through the process opened my eyes to the fact that there’s still work that needs to be done. For those of us at zipLogix™, a critical part of our vision is the belief that having a hu-

experience, and I’m passionate about building simple technology that takes the complex and makes it easy. Having spent time as an engineer before transitioning into the software space, I’ve always taken great pride in not only solving a problem once, but rather, creating 48 September 2018 RISMedia’s REAL ESTATE

RE: What’s your vision for the company? SS: From the context of where I’ve been and what I see

man being involved in the real estate transaction makes for a better decision-making process and a smoother life transition, while keeping us all grounded and connected. People are typically going through a transition within their lives when purchasing a home, and having a human involved not only makes the process easier, but also allows the client to be more confident in their decision. Our goal as a company is to empower agents, brokers and others who are passionate about what they do with great technology, so that they can remain a positive influence in the decision-making process.

RE: How do you plan to take zipLogix™ from where it is today to where it needs to be in order to remain an innovative leader? SS: We sit in a unique position in re-

need to stay involved in the process.

RE: Where do you see the industry heading in the future? SS: We’re headed in a positive direction, as we’re all

gathered around this moment where a buyer and seller exchange a property with guidance and counsel from both humans and technology; however, the thing that’s making many of us uncomfortable is the accelerated pace at which we’re moving. The more we can pick up the pace and continue to drive that which is understandable and simple to use, the easier it will be to position ourselves as a solid player going forward. As we continue to accelerate and provide agents with the technology that frees them up to “It’s clear that be agents, the more they can focus on the creativity and innovation that led to there’s room to their success in the first place. If we do dramatically improve our jobs right, we’re going to make this acceleration a little more digestible.

gard to our proximity to agents and brokers, so we’re able to continue to the transactional take advantage of the ideas and innovations that come from the industry. RE: What are you most excited about experience for as you complete your first year as Being involved with the National Association of REALTORS® is another beneveryone involved in CEO? efit, as is being on the front line of what SS: I’ve inherited a dedicated, passionthe home-buying or ate team that has an incredible legacy brokers are doing to serve consumers, of taking the industry from a paper since this gives us insight into being -selling process.” world to a digital world. Our legacy is in able to create innovative advantages our DNA, so we’ll continue to drive this for them to move forward. Our office lo– SCOTT STRONG cations are another key advantage that industry forward as we go through the CEO, zipLogixTM we have on our side. For instance, I can digital optimization of the entire real marry the grind and determination of estate process. I’ve spent a lot of time our Midwest office located in suburban Detroit with the looking at what we’re going to do path forward, and I’m elegance and sophisticated technology that’s at the core amazed when it comes to the amount of spirit this team of our California office. This unique composition will lead has. And I’d be remiss if I didn’t take the time to thank us to great innovations. all of our zipLogix™ users, as well. They’ve been very passionate over the years and have been an invaluable RE: What’s your take on the real estate industry as a resource to guide our platform.

whole? SS: I have the benefit of coming from other industries, all of which I’ve watched move toward and live through this constant state of change that’s now part of the way they operate. In much the same way, the real estate industry has been moving through this same state of constant change, which will continue; however, I see opportunity in constant change, and it’s going to provide a wonderful opportunity for those agents, brokers, associations and other providers that want to continue to drive the industry forward. Brokers and agents with a plan on how to embrace the technology and the changing moods and buying behaviors provide an extremely valuable professional component to this industry. We plan to be right there with them providing the technologic edge they’ll

RE: What does the future of zipLogix™ look like? SS: We’re currently involved in some exciting strategy sessions, which will provide us the opportunity to spend time with industry experts, entrepreneurs and innovators so that we can step back and look at what we need, what we want and what we should continue to do in order to empower agents and brokers. I believe with what we have in our DNA, as well as the smart capital we have access to, we’ll be able to leapfrog any outside threat. We’ve got great things coming down the pike, and I’m excited to move them forward and will be announcing them in the very near future. RE For more information, please visit www.ziplogix.com. RISMedia’s REAL ESTATE September 2018 49

Berkshire Hathaway HomeServices

Marketing Is a Digital Reimagining of an Enduring Brand by Melissa Kandel

50 September 2018 RISMediaâ&#x20AC;&#x2122;s REAL ESTATE

uring a 2013 interview held in Omaha, Neb., Warren Buffett, chairman and CEO of Berkshire Hathaway Inc., said the eponymous real estate brand would prosper for years to come. “Berkshire Hathaway wants to be in businesses that are enduring,” he explained. “Real estate brokerages will be around 100 years from now and [Berkshire Hathaway] HomeServices will be around 100 years from now. It will always be a very important business.”

“We will always find inspiration in the ideals of trust, integrity, stability and longevity, which are the core values of Berkshire Hathaway.” – GINO BLEFARI President & CEO, Berkshire Hathaway HomeServices

At the time, Berkshire Hathaway HomeServices hadn’t officially launched, but the brokerage network—now one of the fastestgrowing in America with more than 46,000 network agents—was gearing up to become a brand unlike any other. Mr. Buffett’s prophetic words would serve as the foundational mantra to fortify Berkshire Hathaway HomeServices with the strong, everlasting heritage of each organization—Berkshire Hathaway Inc., Berkshire Hathaway Energy and HomeServices of America, Inc.—that creates its namesake. “We will always find inspiration in the ideals of trust, integrity, stability and longevity, which are the core values of Berkshire Hathaway,” says Gino Blefari, network president and chief executive officer. “Berkshire Hathaway HomeServices is the ‘forever brand’ because endurance is the cornerstone of our legacy.” When marketing worldwide, this core values-first philosophy translates into an emphasis on meaningful storytelling and narratives that evolve with real estate customers as they encounter life’s triumphs and challenges. “Essentially, we’re leveraging a new approach to value creation,” says Chris Stuart, chief operating officer of Berkshire Hathaway HomeServices. “Our marketing initiatives constantly reimagine our immense brand value relative to the wants and needs of network agents and the clients they serve.” One impressive initiative that showcases brand value is about 55 pages

Prestige magazine

long and bound by an elegant, matte cover. Prestige magazine, Berkshire Hathaway HomeServices’ luxury publication, showcases the versatility of the gorgeous properties listed by network agents and provides 16 pages of engaging editorial. The brand also recently forged a content alliance with another respected name: The Wall Street Journal. Working with WSJ. Custom Studios, a unit of The Wall Street Journal’s advertising department, the brokerage network created several videos in a new series called “Behind the Listing.” The videos highlight the all-inclusive experience of a luxury property, told through the lens of high-quality storytelling: a well-known Montecito, Calif., philanthropist is selling her prized, custom estate; a successful Georgia businessman lists his resort-style rural mansion; and renowned architects put their chic desert oasis on the market in Las Vegas. With insightful commentary RISMedia’s REAL ESTATE September 2018 51

“To sustain long-term success, you must have one watchful eye on the future and one eye on the now.” – CHRIS STUART Chief Operating Officer Berkshire Hathaway HomeServices

from the sellers, each video goes far deeper than what you’d expect to find on a property microsite or uncover through the MLS. “This series is a visual representation of the real-life magic at work to 52 September 2018 RISMedia’s REAL ESTATE

transform a spectacular house into an unforgettable home,” says Wendy Durand, director of Global Marketing at Berkshire Hathaway HomeServices. “These are real sellers speaking candidly into the camera about why their homes are so special.” In addition to producing videos with WSJ. Custom Studios, Berkshire Hathaway HomeServices also brought on VaynerMedia as its agency of record to reinvigorate brand advertising across social media, voice, streaming and new media platforms. Ads for television, a medium in arguable decline, were replaced by highly-targeted Facebook, Instagram, YouTube and Pinterest content as part of a new marketing campaign, #GoodToAsk. “Longevity, one of our core values, doesn’t just mean long-lasting,” says Stuart. “It also means being smart about the iterative ways in which we evolve our strategies to stay ahead of trends and capitalize on new technology. It’s a real balancing act when you step back and think about it: To sustain long-term success, you must have one watchful eye on the future

and one eye on the now.” The synergy of a longevity-focused brand like Berkshire Hathaway HomeServices and the hustle-centric VaynerMedia was immediately recognized by VaynerMedia Co-founder and Chief Executive Officer Gary Vaynerchuk. “I’m thrilled that VaynerMedia is working with Berkshire Hathaway HomeServices,” he says. “In our first meetings, it was immediately obvious to me that our organizations were a DNA match. I’m proud of the steps they are taking to unlock the power of digital, and excited for all of the important work ahead of us.” Of course, as Vaynerchuk alludes, there’s more progress to be made to achieve the digital domination Berkshire Hathaway HomeServices seeks, but a lot has already been done. Included in #GoodToAsk: docu-style videos to inspire sellers and buyers to shift from making do to making it happen. Additionally, the brand put together thumb-stopping vignettes— snackable, smart content sent to millions of potential clients. And as #GoodToAsk proved, a successful ad campaign isn’t just about

the content you produce. It’s also about packaging that content for use by network brokerages and agents. Berkshire Hathaway HomeServices leadership made sure to equip all network members with an effortlessly-implemented blueprint to replicate the #GoodToAsk campaign in their local markets. “We want our agents to be savvy social media marketing experts,” says Durand. “However, we recognize that their predominant role is to serve their clients, so we made it as easy as possible for them to have a detailed strategy and content to quickly produce a professional-level campaign powered by the expertise of VaynerMedia. On a brokerage and agent level, the campaign promotes their services and, more importantly, their incomparable skills.” The dichotomy of skills versus service is one contemplated at length by Allan Dalton, newly appointed senior vice president of Research and Development at HSF Affiliates. Dalton, the former chief executive officer of realtor.com and once named one of NAR’s 25 most influential thought leaders, is a real estate veteran and veritable oracle of marketing. To Dalton, both the industry and Berkshire Hathaway HomeServices brand must emphasize the skills that make agents irreplaceable in the transaction process and beyond.

“As a ‘forever brand,’ Berkshire Hathaway HomeServices agents must promulgate the concept of ‘forever loyalty,’ which is built through the trust clients have in the skills of their real estate agents,” says Dalton. “We don’t go to a brain surgeon and laud their excellent customer service; we go because we understand their expertise and skills are unmatched and wholly trusted. Real estate agents must market them-

“Real estate agents must market themselves as skill-centric professionals in their markets.” – ALLAN DALTON Senior Vice President of Research and Development HSF Affliates, Berkshire Hathaway HomeServices

“On a brokerage and agent level, the campaign promotes their services and more importantly, their incomparable skills.” – WENDY DURAND Director of Global Marketing Berkshire Hathaway HomeServices

selves as skill-centric professionals in their markets.” Adds Blefari: “From Prestige to Pinterest ads to podcasts…it’s all part of the narrative Berkshire Hathaway HomeServices is relating—marked by trust, integrity, stability and longevity. We know every home has a story and we’re here to tell that tale today, tomorrow and forever.” RE For more information, please visit www.berkshirehathawayhs.com.

RISMedia’s REAL ESTATE September 2018 53

{Power Broker Perspectives} by Keith Loria tions, and we estimate 2018 to see an increase of more than 27 percent.

Leesa Harper Rispoli:

Advancing a Texas Real Estate Legacy A 2018 winner of the San Antonio Business Journal’s Women’s Leadership Award, Leesa Harper Rispoli, president and broker/ owner of Coldwell Banker D’Ann Harper, REALTORS®, has been a force in San Antonio, Texas, real estate for years. A former teacher and education administrator, Rispoli followed her mother into real estate, carrying on the family legacy. How is your market faring in 2018? Leesa Harper Rispoli: We’re enjoying a very successful real estate market, marked by unprecedented growth. In the last three years, we’ve generated over $1 billion in transac-

What are the major factors contributing to this growth? LHR: There are a number of contributing factors, the most notable being the cost of living compared to other cities in our state and throughout the United States. Moreover, the steady local economy has bolstered buyer confidence, attracting new Texans from other areas of the country. How has the firm grown recently, and what can we expect in the year ahead? LHR: We’re in the process of opening our Coldwell Banker Global Luxury office (at press time), the ninth location for our company. This is the flagship office for the Coldwell Banker local luxury brand located in the affluent Dominion neighborhood. In May 2017, we expanded Coldwell Banker D’Ann Harper, REALTORS® to San Marcos. This modern, art-deco office layout serves the growing population between San Antonio and Austin. As far as any future growth, that’s always on the table, but for now, we’re focusing on some very exciting initiatives in 2019. What are the biggest challenges you’re currently facing? LHR: Our biggest challenge is the local home inven-

54 September 2018 RISMedia’s REAL ESTATE

tory. Houses are selling so fast that buyers often face tough competition or even a lack of choices in the area they desire. What sets your firm apart in the marketplace? LHR: We’re one-of-a-kind when it comes to serving our clients and supporting our agents. No other brokerage in our market offers the type of services we do. We provide everything an agent needs to be successful and, thereby, fulfill the needs of their clients. How are you attracting new agents to your firm and retaining top producers? LHR: CBHarper has a proprietary Coldwell Banker platform, ZAP, so our intranet will now update information such as open houses across the network. Additionally, CBHarper has begun to reimagine their family of websites. Among the other agent value items on the docket for the coming year are things like a branded “swag” store, custom-designed story pieces,

online review solutions, personalized in-house social media training and a cultural diversity celebration. Our agents represent over 17 countries and speak over 20 different languages. How are you updating your technology and training to provide the resources agents need to succeed? LHR: We’re home to an unequaled team of technology professionals for the local market. Over the years, the team has implemented numerous advancements in sales agent and employee workflow, including the construction of innovative CRM tools, custom web portals, public websites and advanced networking that connects all the offices across San Antonio and surrounding areas. Leveraging this unparalleled staff, all CBHarper sales agents have access to 24/7 technical support and the tools needed to carry them ahead of others in the marketplace.

VITALS: Coldwell Banker D’Ann Harper, REALTORS® Years in business: 32 Size: 9 offices, 425 agents Regions served: San Antonio, Boerne, Bandera, Fredericksburg, Kerrville, New Braunfels, San Marcos and Universal City, Texas 2017 sales volume: $1 billion+ 2017 transactions: 4,000+ No. 267 in sales volume in RISMedia’s 2018 Power Broker Report wwww.cbharper.com

JS: The people, brand recognition and marketshare. What are the biggest challenges you’re currently facing? JS: The emergence of new companies that don’t seem to have the need to make a profit as an immediate goal.

Jeff Sposito:

Focused on Real Estate Success With more than 30 years of experience in real estate management and ownership, Jeff Sposito has risen through the ranks of the industry, founding J. Rockcliff REALTORS® and serving as its president since 2002. Throughout his career, Sposito has won numerous awards, in addition to being recognized by the California Association of REALTORS® as having the best real estate exchange in the state of California. How are San Francisco and

its surrounding markets faring in 2018? What factors are contributing to this? Jeff Sposito: The area is doing as well as can be expected with the lack of inventory. Prices continue to rise, which is a concern. While our affordability rate is hovering around 18 percent, our average sales price is more than $1 million. Are you planning to grow your firm in the next 12 months? JS: While we just recently opened our seventh office, we expect to add two more by the end of the year. We’re not expanding into new markets, but rather, expanding within our current market areas with a slightly different model. What sets your firm apart in the marketplace?

What are the biggest opportunities for increasing business right now? JS: There have been several mergers and acquisitions taking place in our market. Agents, being independent contractors, don’t particularly like being told where they’re going to work, so they begin looking for a company that’s a better fit. This ultimately creates recruiting opportunities. How are you attracting new agents to your firm and retaining top producers? What do you look for in someone new coming into the company? JS: We’re positioning ourselves as a company of real estate people with great technology. Some of the so-called “detractors”

entering our industry have zero real estate experience, which, at the end of the day, is critical to possess. Our company looks for the best and brightest, but also those that are a good fit with our culture. How are you updating your technology and training to provide the resources agents need to succeed? JS: We’ve upgraded and added to our technology by providing a CRM with lead routing capability, as well as contact management, websites, etc. Boston Logic, our software provider, is dynamic, ensuring that we benefit from new technology as it emerges. We provide our agents with myTheo, Updater, OneLogin, DocuSign, SkySlope, RingCentral and Disclosure.IO, to name a few. We’ve also contracted with writers to make sure we have current, easy-to-use blog and social media materials. Our IT department offers both ongoing live and webbased training most every day of the week.

VITALS: J. Rockcliff REALTORS® Years in business: 12 Size: 7 offices, 400 agents Regions served: San Francisco East Bay, Alameda and Contra Costa counties, Calif. 2017 sales volume: $2.65 billion 2017 transactions: 2,655 No. 79 in sales volume in RISMedia’s 2018 Power Broker Report www.rockcliff.com

RISMedia’s REAL ESTATE September 2018 55

Cheri Fama:

Professionalism and Service Win the Day With the dual role of president and chief operating officer of Houston, Texas-based John Daugherty, REALTORS®, Cheri Fama brings more than 30 years of experience to the firm. Her favorite thing about working in the industry is producing results for the client, whether it be a next-gen homeowner or a baby boomer looking for their next move. And with Houston’s diverse mix of housing supply, she says there’s a perfect match for everyone. How would you characterize the Houston real estate market in 2018? Cheri Fama: It’s a positive marketplace. We pinch ourselves daily and feel very privileged to live in Houston right now. It’s a focal point

for a lot of positive things in the media—for employers and for families. We don’t have a problem getting people acclimated to how nice it is here, and the pricing for a large metropolitan area is still considered to be very favorable. The middle price range ($570,000) has broadened and been very active. The media has been talking about the upper end slowing down, but our company has defied that. We’ve been very active in the million-dollarplus market and higher. What makes your firm unique in the marketplace? CF: We’re a locally-owned luxury firm, which is unique because the personal service provided by this company is considered to be second to none in our marketplace. Our founder, when he started his career 51 years ago, realized there was an incredible lack of professionalism and training—and he’s stressed the importance of these two components over the years. We have a very good reputation for having agents who are knowledgeable and easy to work with. What do you look for when bringing new agents into the mix, and what do they enjoy about the culture? CF: No. 1, I always tell them that they’re probably in the wrong business if they’re not willing to make a commitment to both themselves and the company. Our people are our

56 September 2018 RISMedia’s REAL ESTATE

“The personal service provided by this company is considered to be second to none in our marketplace.” – CHERI FAMA President and COO, John Daugherty, REALTORS®

assets, and we strive to give all that we can to provide those who work for us what they need. It’s a very cohesive family, and we don’t have a competitive atmosphere in this company. Everyone works together and it’s a joy to work here with them. I compare it to the winning attitude of the World Champion Houston Astros in that it’s a fellowship that supports each other each step of the way. We’re about quality, and would rather have fewer agents who are productive than just taking on whoever comes knocking at our door. Talk about some of your recent growth and plans for the future. CF: We’ve opened a new Woodlands office in the north part of town, an amazing city connected to Houston. We’ve also ex-

panded into the West Houston Memorial area, which is allowing us to grow into the Energy Corridor and the suburbs that way. We’re always looking at opportunities that can expand our reach in a smart way. What sort of training and education do you offer to your agents? CF: We don’t use the word training, but rather, professional development. We try to bring in outside speakers and motivational/inspirational people, as well as provide professional development opportunities within the office from our staff. We do our best to make these agents understand what they’re selling so that they’re so natural at presenting it that people want to work with them when listing or buying a home. RE

VITALS: John Daugherty, REALTORS® Years in business: 51 Size: 3 offices, 150 agents Region served: The Greater Houston area 2017 sales volume: $1.108 billion 2017 transactions: 1,455 No. 235 in sales volume in RISMedia’s 2018 Power Broker Report www.johndaugherty.com

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Inventory: Is the Drought Easing?

by Suzanne De Vita

onversation surrounding the housing market has been dominated by pricey properties and short supply—but, under the radar, there has been an improvement in inventory, according to realtor.com®’s July 2018 Monthly Housing Trend Report.

The easing, however, is not at the entry level, but at the high-priced tier. In July, the inventory of listings priced $350,000-plus was up 5.7 percent, but inverted in the lower segment—dropping 15.6 percent at $200,000 and under. Inventory in the $200,000-$350,000 range slipped .6 percent. Moreover, inventory is down 4 percent year-over-year, which is half the average 8 percent observed in the past year, and inventory in 16 of the largest markets has risen year-overyear. “July inventory growth [was] in high-priced, competitive markets, and often at the pricier end of these markets,” says Danielle Hale, chief economist for realtor.com®. “It’s not just California markets that have seen an increase in inventory;

markets on both coasts and in the South reported inventory increases in July. “Although signs of an inventory turnaround are encouraging, whether they mean good news for buyers remains to be seen,” Hale says. “These areas are seeing more new listings and some construction growth, but high prices and fastselling homes are causing some buyer hesitation which is reflected in fewer home sales.” According to the report, the July median national price was $299,000, a record. RE Suzanne De Vita is RISMedia’s online news editor. Email her your real estate news ideas at sdevita@rismedia.com.

RISMedia’s REAL ESTATE September 2018 59

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How Agents Can Better Serve Single-Women Homebuyers Commentary by Desirée Patno

arried couples might comprise the greatest share of homebuyers, but single women follow close behind, especially retired women over the age of 55, according to the Wall Street Journal. Gone are the days when women had to wait until marriage to buy a home; now, women are feeling more confident in creating their own sanctuary and means of wealth-building through homeownership. If agents hope to maintain their success in the industry, they must prepare for a growing market of single women homebuyers—a trend that will only increase as more women earn degrees, attain higher-paying jobs and seek properties to buy. Whether your client is a six-figure earning professional, a single mother or a divorcee looking to start a new chapter in her life, or all of the above, here are some important factors to consider when helping your clients, courtesy of the 2018 NAWRB Women in the Housing Ecosystem Report. Couples, married or unmarried, normally have more buying power than single homebuyers because they have two sources to pull from that could go toward mortgage payments. According to 2016 NAR data, married couples have the highest income of around $99,200, compared to single buyers; however, dependence on a primary income is not deterring single women from buying homes. Home-Buying Process for Single Women • Single women are independent; thus, all home-buying decisions—including where to live, how much of a mortgage payment they can afford, how to

Home-Buying Process for Single Mothers • With a limited income, saving money will be difficult because of child-related expenses. Single mothers are also looking for a property they can afford in the long term. • Single mothers will want a safe, supportive community with a low crime rate and reputable education system. Having nearby infrastructure and basic amenities like shopping centers, hospitals and parks will be preferred. • Working mothers, like other single women, have limited time on their hands; however, single mothers are crunched even more for time, as being a mother is another job in and of itself. • Smart home technology, such as security alarms, intercom systems, carbon monoxide detectors and nightlights, could be especially important and appealing to single mothers.

decorate their house, etc.—will be made by them. • Single women are interested in buying a home as a means of wealth-building. They’re taking the necessary steps to ensure their financial security in the future, whether or not they have a partner. • As a single woman, size may not be as important as location and affordability. Some women are interested in owning a home to get a pet, so a sizable backyard is a must. • Stringent lending standards make it more difficult for singles applying for loans with one income.

A home is a woman’s sanctuary, a place to call her own, and an invaluable asset that cements one’s professional progress and economic foundation. It would be beneficial for agents to keep this in mind as they assist the needs of women buyers. Your clients will return the favor by referring your services to like-minded friends interested in taking the leap into independent living and property investment. RE Desirée Patno is the CEO and president of Women in the Housing and Real Estate Ecosystem (NAWRB) and Desirée Patno Enterprises, Inc. (DPE), as well as chairwoman of NAWRB’s Diversity & Inclusion Leadership Council (NDILC). With 30 years of experience in housing, Patno is a champion for women’s economic growth and independence. In 2017, Entrepreneur.com named her the Highest-Ranking Woman and 4th Overall Top Real Estate Influencer to Follow. For more information, please visit www.nawrb.com. RISMedia’s REAL ESTATE September 2018 61

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Finding Fulfillment by Leading With Purpose Commentary by the Experts at Realty ONE Group

t’s a privilege to lead, and to lead with purpose is a privilege with an even greater responsibility. You have a team of individuals with different strengths who look to you for guidance and direction, and knowing that you have to live up to those expectations can sometimes seem overwhelming. The idea of possibly letting your team down can invade your thoughts at the most inconvenient times, but the key to breaking past those mental barriers is understanding how to find fulfillment in leading with purpose.

At Realty ONE Group, many of our real estate professionals are under the watchful eye of non-competing brokers and managers. As mentors, our brokers and managers are committed to empowering their real estate professionals by providing tools and resources so that they may achieve the next level of success, no matter where they are in their business. There is nothing more fulfilling than seeing your real estate professionals take the initiative to go out into the field and create their own paths to success. When the time to lead comes, the best practice is to do so with confidence and good intentions. Career

advancement is important, but so is professional and personal development. Here are a few ideas to keep in mind when in a role of leadership. Assess Why You Want to Lead Some people are born leaders, while others wish to follow. If you’re the former, clarify your reasons for wanting to be in this position. What are your goals? What do you value most on a professional level, and do you have a vision for your team and organization? Once you nail down your goals, share them with your team—and do it often. People who work toward the same goal will usually give it their all, and if you celebrate everyone’s ac-

complishments along the way, they will know that their efforts are not for naught. Observe Your Environment It’s important to be aware of what’s going on around you at work and within your industry to understand if these factors will impact how you will lead. What new pressures are you and your team experiencing? Are your employees feeling as if they’re not receiving the proper support to effectively do their job and meet the department’s goals? Once you identify any circumstances that may hinder your performance (or that of your employees), approach the issue by offering solutions, whether it’s adding resources, extending deadlines or reaching out to other departments for assistance. Delegate Responsibly Your ideas and vision are bigger than you, so trust in your employees to help you achieve the milestones that are needed to succeed in the long run. Let your employees know how much you trust in their skills by allowing them to take ownership of their projects. If you loop in members of your team and give each person a project to complete, they will rise to the occasion. Keep an open-door policy in the event they need to come to you for assistance, and offer them guidance in regard to how they can complete the task. Leadership involves a lot of planning, problem solving and listening, but most importantly, it involves finding and fulfilling a purpose. Lead with integrity and give meaning to what you’re working toward, and you’ll find that both you and your employees will be much closer to success than you originally thought. RE Professional development, mentorship and coaching are important keys to success, and Realty ONE Group offers this and much more to their real estate professionals. To learn how Realty ONE Group can help you lead with purpose and take your business to the next level, visit www.RealtyONEGroup.com. RISMedia’s REAL ESTATE September 2018 63

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An 8-Point Recruiting Plan for Strategic Growth by Sherri Johnson

hether you’re opening an office in a new or existing market, trying to increase marketshare and profit, or replacing agents from natural attrition, one thing is for sure: Recruiting new salespeople to your team will dramatically increase all of your key operational measurables. The challenge for most managers and brokers is closing the gap between setting your goals every year and actually achieving them. Here are eight of the proven methods I coach real estate sales managers and brokers on that will immediately create results for you, and, once you are committed to them, substantially elevate every aspect of your operation.

ker, regional manager or another manager as an accountability partner. When something is tracked and measured, it improves. When it is tracked, measured and recorded, it exponentially improves, because you become laser-focused on making it happen. This is essentially making sure that what we say we are going to do, we actually do.

plan should outline the specific activities you committed to doing on a daily, weekly and monthly basis to achieve your recruiting objectives. Once the plan is committed to paper, you now have the action plan you need to literally “take action” on. Review this list daily and keep it with you at all times.

2. Be held accountable to your action plan. Share your plan with your bro-

stead, recruit on purpose. “Flystrip” recruiting is when an agent joins an office just because it happens to be in their town. These agents are great; however, you didn’t initiate their decision to get into real estate—they did.

7. Set recruiting activities and calls into your calendar. Who have you recruited into the business who is now a top agent in your office or company— someone who you directly initiated? This is the kind of on-purpose recruiting that will revolutionize your mindset and your confidence, and help you meet and exceed your annual recruiting goals.

8. Go after your personal sphere. Some

3. Focus on both net gain in agent count and in company dollar revenue.

of the people in your personal network would make fantastic real estate agents. Make a list of 8-10 people in your sphere who you could teach to sell and be successful in real estate.

It is vitally important that you hire new agents that become producing agents quickly. Just hiring people to hire a lot of people is not effective. Hiring on purpose and being selective requires you to qualify the candidates by asking great questions, and then getting them up and running with success immediately.

Implement these proven strategies to create leads in your recruiting pipeline, recruit new and experienced agents to your office, and substantially grow your office on purpose with a plan! Please share your stories with me at sherri@sherrijohnson.com.

4. Hold career seminars at your office 1. Have a written strategy for recruiting and review it daily. Your strategy and

6. Avoid ‘flystrip’ recruiting, and, in-

and promote them on social media with a Facebook boosted ad and landing page. These work and will attract new recruits to you.

5. Create a co-broke target list of agents. Contact them regularly offering help, support and marketing tools, and tell them your value proposition. Recruiting experienced agents takes time and is based on building a relationship of trust and confidence with them. Connect with them on Facebook and support their posts and private message them.

For a copy of my exclusive Broker/ Manager Recruiting Assessment and Success Guide for Recruiting, email yourock@sherrijohnson.com. RE

Sherri Johnson is CEO and founder of Sherri Johnson Coaching & Consulting. With 20 years of experience in real estate, Johnson offers coaching, consulting and keynotes, and is a national speaker for the Homes.com Secrets of Top Selling Agents tour. For more information, please contact coaching@sherrijohnson.com or 844-989-2600 (toll free) or visit www.sherrijohnson.com.

RISMedia’s REAL ESTATE September 2018 65

{Strategies} Building Trust With Superior Service AMERICAN HOME SHIELD®AN ALLY AMONG BUYERS AND SELLERS ALIKE by Zoe Eisenberg

veteran of the real estate industry for over 40 years, Eb Moore, CEO of Wilkinson ERA Real Estate (No. 160 in sales volume in RISMedia’s 2018 Power Broker Report), has built his business on a foundation of trust and superior service. With a team comprised of 900-plus real estate professionals stationed at 12 locations throughout North and South Carolina, the Wilkinson ERA team managed over 5,800 real estate transactions in 2017, generating $1.5 billion in sales. As the company continues to grow, so does the power of their foundational belief: strengthening the communities they serve. For Moore and Wilkinson ERA Real Estate, part of building strength is offering superior service. “At Wilkinson ERA Real Estate, affiliated sales professionals access a suite of innovative solutions for real estate,” says Moore. “These are designed to sell listings faster and for more money, expand the knowledge and marketability of our associates, and, ultimately, deliver value to homebuyers and sellers.” Part of delivering value comes in the form of a home warranty option. For the past year, Wilkinson ERA sales

“We believe including a home warranty in the selling and buying process makes both listings and offers more appealing.” - EB MOORE CEO, Wilkinson ERA Real Estate

66 September 2018 RISMedia’s REAL ESTATE

associates have been helping their clients understand the value of the home warranty through American Home Shield® (AHS®). According to Moore, the AHS home warranty protects buyers and sellers from the unexpected and often expensive costs of repair and replacement of covered home system components and appliances. “We believe including a home warranty in the selling and buying process makes both listings and offers more appealing,” says Moore, who wants each Wilkinson ERA client to enjoy a competitive advantage in today’s market. “Our goal is to deliver true moments of value in every step of the homebuying and -selling process.” As not every home warranty is the same, trust in your warranty provider is critical to offering true value to your clients. “AHS is responsive to our clients’ needs and invested in building long-term relationships,” says Moore. “Our sales team is confident in the AHS product and the support services it provides their clients.” American Home Shield’s level of service allows Moore’s team to feel like they have a true, trusted ally, with local account executives who are always available to talk to agents and clients, as well as offer education and explanation on new warranty offerings. “AHS actively participates in educating our sales professionals about home warranties through orientations and sales rallies,” says Moore. “They’ve truly become a trusted service provider in our family of companies.” For more information, please visit www.ahs.com/realestate.

Streamlining Real Estate to Elevate Agents and Alleviate Workloads MOXIWORKS PROVIDES ESSENTIAL WORKFLOW SOLUTIONS FOR TEXAS FIRM by Liz Dominguez

dward Tull, director of Technology and Process Management at JB Goodwin REALTORS® in San Antonio, Texas, has worked in the industry for the past 10 years, a career based around his commitment to help people above all else. To truly support his agent base, Tull sought out technology products that could solve the brokerage’s most debilitating challenges: a lack of automation, nonexistent user experience, and slow or unreliable connectivity. Previously, agents at JB Goodwin REALTORS® were working with multiple, limited integration services, from which came multiple logins. Tull recalls a large portion of agent support involved helping agents with passwords. In addition, the CRMs the brokerage implemented in the past offered very little support, says Tull. It was very difficult to train support staff on these systems, and, ultimately, database management fell by the wayside. After being introduced to MoxiWorks, Tull realized his brokerage’s challenges could be solved with the product’s single sign-on open platform, which streamlines communications and transaction processes and provides access to a suite of innovative, real estate-specific tools and services. “The sphere methodology and automation of MoxiWorks is what first caught our attention,” says Tull. “We were searching for a CRM that could integrate with the tools we currently use and plan on implementing in the future. MoxiWorks met all of our criteria and offered additional functionality.”

“One of the biggest requests from our agents and managers was a central location that connects to all of our tools and training resources.” - EDWARD TULL Director of Technology and Process Management, JB Goodwin REALTORS®

Now, ease of use is no longer an obstacle. Tull found that his agents could easily maneuver this service, for which training was also provided by a diligent MoxiWorks’ Account Manager, Dawn McLellan, who was easily accessible throughout the onboarding process. Additionally, the open platform’s simple integration with Google G-Suite proved to be a significant advantage. “After we connected Google G-Suite to Moxi Engage, it was astonishing to find out how many contacts our agents have in their databases. This has been a great opportunity for our management team to help our agents cultivate connections they already have,” says Tull. “Within a few months, our agents have set up tens of thousands of subscriptions to Neighborhood News and Just Listed/Just Sold email announcements.” One of the biggest benefits? A drastic reduction in assistance requests in regard to lost passwords, along with a streamlined process. “One of the biggest requests from our agents and managers was a central location that connects to all of our tools and training resources. Moxi Hub provided a place to house all training documents, videos and onboarding information, and it gives us the ability to connect to any platform with an open API,” says Tull. From easily-implemented customization, increased agent exposure without added administrative burdens and the ability to plug-and-play with other platforms, Tull has found that MoxiWorks is the all-in-one service needed to elevate his agents and create a competitive edge for JB Goodwin REALTORS®.

RISMedia’s REAL ESTATE September 2018 67

“With just a few clicks, our agents are able to subscribe their database to Neighborhood News and Just Listed/Just Sold email notifications. Engage further reduces double entry by mirroring the agent’s Google G-Suite Contacts and Calendar,” says Tull. “MoxiWorks has given our agents a suite of leadingedge sales tools with custom connections to their database and other marketing platforms,” he adds. For more information, please visit www.moxiworks.com.

Simplifying the Mortgage Process One Client at a Time MICHIGAN-BASED TEAM TOUTS QUICKEN LOANS FOR HELPING CLIENTS ACHIEVE THEIR REAL ESTATE DREAMS by Keith Loria

ichael Ivkov is a seasoned real estate veteran working as part of Real Estate One’s Brick & Mortar Team in Clinton, Mich., along with Kevin Kostka and Jeremy

Galli.

“We’re not about just pumping numbers with clients. We really do give them a home that’s appropriate for their situation, and we have no issues with showing houses and being candid with the client and letting them know if it’s not the best investment for them. We pride ourselves on not pushing something if we don’t believe it’s right,” says Ivkov. Early on, the team worked with numerous lenders in order to guide their clients toward finding the right mortgage, before coming to the realization that this was something they could help their clients with by paying more attention to the process. And so, in 2013, Ivkov reached out to a Quicken Loans Agent Relationship Manager, Bobby Szlachcic. “I had a relationship with Bobby, as he had taken care of my personal mortgage, and everything went smoothly, so I started referring Quicken Loans to my clients,” says 68 September 2018 RISMedia’s REAL ESTATE

Ivkov. “A lot of my clients were very happy with the process and how smooth it was, so we got more connected.” Over the last five years, the team has closed more than $30 million together with Quicken Loans. The reason Ivkov recommends Quicken Loans so often comes down to the ease of it all. “The process can be very intimidating, especially for the firsttime homebuyer, but Quicken Loans makes it very easy,” says Ivkov. “They outline everything for you, have a good reputation, and are accommodating to customers.” Moreover, Quicken Loans is very competitive in loan terms, and, as a large company, is typically able to find solutions to make closing costs associated with obtaining a mortgage more affordable for the consumer. “They’re the most affordable in the long run,” says Ivkov, “and they’re always looking for new ways to put people who never thought it was possible into a home.” In fact, Ivkov was recently working with a client who was having a difficult time finding a loan that he could qualify for, so he sent him over to Quicken Loans, setting the stage for a perfect solution. “It was a really impactful moment,” says Ivkov. “He reached out to me and thanked me for helping him make his dream come true, and Quicken Loans was a big part of that. They helped problem-solve, and that’s something I’ve seen time and time again.” For more information, please visit www.RealEstate.QuickenLoans.com or call 866-718-9842.

“The process can be very intimidating, especially for the first-time homebuyer, but Quicken Loans makes it very easy.” - MICHAEL IVKOV Brick & Mortar Team, Real Estate One

Building a Powerful Tech Toolbelt HOW RPR® HELPS CALIFORNIA BROKER WORK SMARTER by John Voket

erek Sprague, CCIM, has made the most of his 13 years as a partner at Mossy Oak Properties California Farm & Ranch in Bakersfield, Calif. A combination of factors has led to his success thus far, such as staying actively involved in the industry and building a strong national network of fellow real estate professionals. And throughout it all, he has relied on technology like Realtors Property Resource® (RPR®) to help him work more efficiently and effectively. “RPR bolsters my real estate toolbelt,” says Sprague. “The mobile app is incredibly useful for obtaining data and delivering a professional experience to clients on-the-go.” Technology that enhances and streamlines the real estate experience is essential for a busy professional like Sprague. While he has exponentially advanced his career and circle of influence by serving on committees for both the National Association of REALTORS® (NAR) and the California Association of REALTORS®—including being recognized among NAR’s “30 Under 30”—Sprague admits that balancing his daily client responsibilities and his numerous volunteer roles has been challenging. “But my industry involvement positioned me to advance my professional career much more rapidly than I ever would have on my own,” he maintains. “Being able to hear best practices and learning how other successful people are doing business helped me build my business. Additionally, a number of my 30 Under 30 contacts have provided me with referrals over the years, and knowing I have trusted colleagues across the country makes it easier for me to make referrals when my clients are looking for properties in other regions.” In order to balance his networking commitments with his busy real estate career, Sprague learned how to work smarter by leaning on technology, such as geographic information systems (GIS) technology that he uses in tandem with data and analytics he curates from RPR.

Sprague deploys GIS technology to bring in sales comps and create maps to display where comps have sold, and the prices paid per acre. “Real estate is geography, so I’ve played around with GIS enough times to create a system for our company that takes advantage of several aspects of that tool,” he explains. “Recently, a client needed to locate properties with no conservation easements, and within five minutes of using GIS, we pulled together a map showing all the properties under that criteria, the names of the owners, and so forth.” Sprague then uses RPR’s map-based searching for onand off-market properties to rapidly access data when he’s out in the field. This adds a more detailed level of data to the GIS findings, including tax, demographic, economic, flood zones, distressed data, school information, and more. “Sometimes I work on land projects throughout Central California,” Sprague explains. “RPR gives me access to data that’s tough to find and centralizes it in one spot. To have a tool that aggregates data in a quick, simple and easyto-use way is critical.” Sprague says he is as impressed with the RPR platform’s user-friendliness as he is with the attentive technical support he has received. “RPR is committed to the success of its users by delivering hands-on training, and they are incredibly responsive to feedback,” he explains. “Out of all the technology solutions I have access to, RPR is probably the only company that will travel to present trainings.” For more information, please visit blog.narrpr.com.

RISMedia’s REAL ESTATE September 2018 69

{Industry Innovators}

Q&A: Felicia Hengle Training Your Agents Effectively by Jameson Doris

s president of Ohio operations for Coldwell Banker Schmidt Family of Companies, Felicia Hengle is known for motivating her agents to become more engaged through training. In the following interview, Hengle discusses her training techniques—and what she believes will be the next big trend in real estate. What was your biggest obstacle when you first got started in real estate? Initially, my biggest obstacle was that there was no roadmap to follow and very little guidance available. I found my own mentors along the way and I persevered, but I’m sure that it would have been easier in today’s environment.

You have fairly extensive experience training your agents. Can you tell us a little bit about your coaching background? I received most of my coaching skills during my time with Keller Williams when I left Coldwell Banker to pursue a leadership opportunity. Everything I was searching for was available, and being extremely “learning-based,” I soaked it in like a sponge. In my role, I was expected to coach my top 20 percent of the agent roster of 175 agents, and I knew that I needed to be good, so I studied coaching and had a coach myself. I launched a productivity coaching program and hired a productivity coach to lead the program. We required all of the newer agents and those not hitting their goals to go through it. When they were in the top 20 percent, they could coach with 70 September 2018 RISMedia’s REAL ESTATE

me or hire a coach. After four years, I returned to Coldwell Banker under the Schmidt Family of ownership and have been back for three years. Today, this is a different company with a tremendous vision that centers around growth—both for agents and leadership.

Please describe your training techniques. The training techniques we use are activity-based. We use written business plans and demonstrate to our agents what’s necessary to attain their personal goals. In addition, there’s a hands-on component where scripts, role-play and calls are completed in a workshop setting. Finally, accountability is key, and the agents who commit to the program must come to each session prepared to share their activities for the week.

What qualities do you look for in an agent? When I’m looking to go into business with an agent and bring them into The Schmidt Family of Companies Coldwell Banker operation, I’m looking for a few things: drive, coachability, integrity, social style through behavioral assessment, a mindset of collaboration and loyalty.

What’s the next big trend going to be in real estate? I think we need to continue to embrace teams and create a roadmap for our entrepreneurial agents to follow. We need to continue to drive home the value of leadership-led brokerages versus cloud brokerages and high-split, no-value concepts. Leadership needs to be inspiring, relevant and credible to attract and retain top agents. We have to be difference-makers in the lives of agents. It’s more than a relationship; we have to add value and be invested in their dreams and futures.

Where do you see yourself five years down the road? My five-year plan is a growth plan, not only for the region I lead for the Schmidts, but also for me personally. I plan to be a sought-after leader, a business coach for teams, and someone that attracts the best talent in our marketplace both in leadership and real estate sales. RE For more information, please visit schmidtfamilyofcompanies.com. Jameson Doris is RISMedia’s blog/social media editor. Email him your your blog ideas at jdoris@rismedia.com.

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Unique Alliances Deliver Customized Services and Benefits to REALTORS®

by the National Association of REALTORS®’ REALTOR Benefits® Program Team

ver 30 companies deliver significant value or savings to members of the National Association of REALTORS® (NAR) through the REALTOR Benefits® Program. Only a handful of these organizations, however, have distinctive status as Unique Alliance partners. For example, NAR has an ownership interest in many of these companies. It’s a two-way partnership. “NAR’s Unique Alliances have offers that are the result of a special relationship with NAR that allows us to play a role in influencing or managing the products and services offered to members,” explains Kristin Maurelia, NAR director, Strategic Alliances. These companies are strong supporters of

72 September 2018 RISMedia’s REAL ESTATE

the real estate industry overall, and exceptionally committed to serving REALTORS®. In 2017, over 800,000 REALTORS® gained an edge by leveraging at least one REALTOR Benefits® Program offering, saving $60 million on member benefits from industry-leading companies. The Unique Alliance category alone represented an estimated $37 million in savings—so one could see why it pays to learn more about what makes them special. DOCUSIGN NAR’s official and exclusive provider of electronic signature services, under the REALTOR Benefits® Program, has solutions designed to help agents eliminate paper, streamline workflows and close transactions faster—all at discounted, memberonly pricing. Solutions include DocuSign for REALTORS®for offices, up to five users, and Real Estate Starter for individuals.

Additionally, there is a DocuSign for Brokers plan designed for offices of six or more users, also offered at special member-only rates. This plan helps brokerages define and optimize the way transactions are managed across their business. All DocuSign solutions are easy to use, empowering agents to work anywhere with a robust mobile app, numerous integrations, a new strikethrough feature, and more. REALTORS® INSURANCE MARKETPLACE REALTORS® Insurance Marketplace is a “one-stop” insurance shopping site where NAR members can obtain competitive quotes from top-rated insurance companies, compare plans, and purchase coverage solutions for themselves and their families. REALTORS® Insurance Marketplace is administered by SASid, Inc. (Smart and Simple Insurance Development), a trusted, long-term NAR partner who specializes in helping NAR members find the best insurance plans and products for themselves and their families. “We’ve been proud to work closely with NAR for nearly 10 years, developing and refining an exclusive collection of group dental and vision plans, designed just for REALTORS®. Additionally, we have crafted an array of health plans, so NAR members can obtain well-rounded and economical coverage for their health needs,” explains Shannon Kennedy, president of SASid, Inc. Plans available through the Marketplace include: Health • Major Medical Health Insurance Exchange • Medicare Supplement Exchange • REALTORS® Core Health Insurance • Members Telehealth

• • •

Members Accident Protection Vision and Dental REALTORS® Vision Insurance REALTORS® Dental Insurance

REALTOR TEAM STORE® NAR’s official supplier of REALTOR® logo-branded products is celebrating its 15th anniversary in NAR’s REALTOR Benefits® Program. Look to REALTOR Team Store® for everything from lapel pins, bags, hats, shirts, decals, and more. Perfect for fall weather, new items include spectator gloves, insulated vests, and full-zip jackets. Displaying the REALTOR® brand is a great way to strike up conversations with new acquaintances—conversations that may eventually lead to new business. Brokers can also work directly with REALTOR Team Store® to create customized products displaying the REALTOR® logo, their own logo, or another logo. Options include cellphone card holders, tote bags, lanyards, and more. SENTRILOCK Founded in 2003—and celebrating 15 years as NAR’s official lockbox solution—SentriLock is the leading electronic lockbox manufacturer and service provider for the real estate industry, and is noted for attributes including stability, superior technology and exceptional customer service. Its solutions continue to improve homeowner and agent safety, flexibility and accountability. NAR’s investment and ownership of SentriLock was in response to a member-driven mandate for competitive choice in the electronic lockbox market. More than a lockbox system, SentriLock also supports REALTOR® safety with its SentriSmart™ Mobile App and Agent Safety Feature, which allows agents to automatically alert designated contacts if they encounter unexpected or potentially

dangerous situations. Brokers can purchase SentriLock lockboxes through their local association or MLS, or directly with SentriLock, then authorize agents, generate lockbox codes, view access logs, and more. ZIPLOGIX™ NAR’s official real estate forms software provider, zipLogix™, is another partner that has worked closely with NAR to design solutions supporting REALTORS®’ success. All members have access to a transaction management benefit provided by NAR through zipLogix™ technology that includes: zipTMS® robust transaction management system; unlimited zipVault® document storage; an exclusive NAR library of REALTOR® Forms & Templates; and the industry-standard zipForm® Plus forms engine where members can add and manage their own custom documents. In some locations, state and local forms libraries may also be available (additional fees, set by associations/boards, may apply). LEARN MORE AND SAVE For additional details and to take advantage of these offers, visit NAR. realtor/RealtorBenefits/UniqueAlliances, where you’ll find links to the products and services from DocuSign, REALTORS® Insurance Marketplace, REALTOR Team Store®, SentriLock, and zipLogix™. While exploring these Unique Alliance offers, look for additional opportunities to save with other partners in the REALTOR Benefits® Program. The REALTOR Benefits® Program is the exclusive member benefits program of the National Association of REALTORS®, providing savings and special offers just for NAR members. Program partners are carefully selected and understand the unique needs of real estate professionals. Learn more and save by visiting NAR.realtor/RealtorBenefits. RE RISMedia’s REAL ESTATE September 2018 73

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{Power Teams}

The Other Agent Is Always Going to Be There by Rick Geha

hat makes being a real estate agent so unique? We’re one of the only businesses that actually survives on “coop-etition.” We only succeed by cooperating with the competition.

During my second year in the business, I was having a bit of an ordeal with a transaction. My uncle Bill was my broker, and I explained the situation to him: The other agent I was working with said one thing, the buyer said something else, and the seller had something completely different to say. He looked me in the eye and said, “Buyers and sellers will come and go. The agent is always going to be here, and you’ll probably end up doing business together again in the future. Your relationship with the other agent is the only thing that’s going

to make this deal close. Stick to the facts and the contract, and protect that relationship with the other agent.” How do we make that happen with purpose? How do we create more leverage for ourselves and our business through relationships with our competition? First, keep your relationships with the competition at the forefront of your daily duties by taking the time to congratulate them on victories, listings, the things they do on social media, etc. I also make it a point to wish them a happy birthday. I remember being in an incredible buyer’s market in Northern California from 1990 to about 1996. There were a ton of homes on the market, as well as price reductions, and a lot of unhappy sellers. At one point, I had 23 listings and was having to manage unhappy sellers, open house scheduling and everything

else. I realized through conversations with my competition that I could create a reputation for myself as being someone who is professional, fun, kind, caring and thoughtful when involved in a co-op transaction. I began calling on, mailing to and networking with the busiest professionals in our industry. Showing up at broker tour meetings and board events was also very helpful. I got involved in the Women’s Council of REALTORS® when there were very few men involved, became a CRS and was on the board of directors for both our local and state association of REALTORS®. All of this put me face-to-face with the best and the busiest on a regular basis. I started a mailing list that included these top agents, and we began sharing our listings. Since there was so much inventory, we decided it would benefit all of us to show one another’s listings. But it doesn’t end there. You can just as easily leverage the competition in a seller’s market when there’s very low inventory, a lot of buyers and nothing to sell them. In this situation, it’s all about reaching out to the agent who has the listing my client is leaning to make an offer on. I check on them personally and ask what we can do to make our offer better. I also offer to reciprocate should they ever have a buyer for one of my listings. In the end, remember that there are many ways to leverage the competition. Don’t forget that your competition is also your friend and ally. Step up, nurture and respect those relationships, and allow yourself the success you deserve. Rick Geha of The Rick Geha Real Estate Team began his real estate career at age 22. Over the past 15 years, he’s led more than 1,000 classes and workshops throughout the U.S. and Canada and has presented keynote addresses to thousands of professionals from all industries and walks of life. Rick is currently a coach with Workman Success Systems. Contact him at Rick@RickGeha.com. RISMedia’s REAL ESTATE September 2018 75

{Power Teams}

Do You Know Who You’re Competing Against? by Tamera Phallan

o you know who you’re competing against, and do you know how you stack up against them? If not, you should! Knowing yourself and your strengths is the foundation for creating the experience you want to provide your clients with. The client experience is what will have people seeking you out to do business with for years to come. If you’re looking to up the ante when it comes to the client experience, you must first set expectations. While this sounds simple, it’s important to take the time to set expectations with each and every client. Talk about the market, the lending environment, the 76 September 2018 RISMedia’s REAL ESTATE

paperwork you’ll need from them, the best time to see what’s on the market, and what to look for. Setting expectations with clients also involves explaining how you do business and establishing the way in which you both want to communicate, as well as preparing for what’s around the corner. This conversation is key, because when making the decision to purchase a home—which is often the largest investment people will make in their lifetime—their nerves will be running high. The more you can prepare the client for upfront, the faster you can all respond to situations, which will go a long way toward getting your client to their end goal. In the end, better preparation will equate to a happier client experience. So what does this have to do with the competition? By instituting this process, you’re setting the bar high for other real estate professionals who may come in behind you and simply pitch a strategy that involves setting up an MLS search.

Once expectations have been established, it’s important to keep the lines of communication open throughout the process. The key to communication is to tell someone what you’re going to tell them, then tell them, then tell them that you told them. By regularly communicating with your clients, updating them on the process and reminding them about what’s coming next, you’ll get ahead of any surprises. Also remember that when you do experience a surprise—especially the bad kind—the key is how you handle the situation. If you’re completely thrown off, your client will react the same way; therefore, remember to keep your cool, and they will, too. Providing an exceptional client experience doesn’t end once the transaction is complete. In fact, with a little forward-thinking, you can raise the bar even higher by taking photos throughout the process and gifting them to your client at the closing, or even after. If your request for review is accompanied by a video complete with photos of them looking at homes, meeting with you and images from their closing, you’ll remind them of all you’ve done for them without bragging about yourself or tearing anyone else down in the process. Know your strengths, use them to improve your client’s experience and you’ll out-leverage your competition. With almost 25 years in corporate training and support, Tamera Phallan—a real estate professional with Team Parodi at Realty Associates—has been helping agents grow their business in the financial services and real estate markets locally and nationally. Her passion for sharing information, techniques and the success of her clients keeps her motivated to do more and continue to grow. Phallan recently joined Workman Success Systems as a team coach. Contact her at tamera@ teamparodi.com. For more information, please visit www.workmansuccesssystems.com.

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How Doubling Up With Saturday Open Houses Can Sell Your Listing Faster by Jameson Doris

t’s no secret that holding an open house can go a long way toward moving a listing off the market. Open houses provide agents with a chance to expose a property to numerous potential homebuyers during a set timeframe on one day: Sunday.

However, another opportunity you may be overlooking are Saturday open houses. Hosting open houses on Sunday is an industry norm that dates back to when the real estate section of Sunday newspapers propelled most of the home-shopping traffic—but that’s changed. An increasingly popular school of thought relies on holding open houses on Saturdays and Sundays. For many, with more competition and increased reliance on technology, doubling up on open houses on weekends has become a necessity. With essentially all open houses being advertised online, there’s no reason to stick to just Sundays. Here are a few tips for promoting your next Saturday open house: • Consider holding a special “earlybird” open house for all the neighbors that’ll likely be home, an hour before the one scheduled. 80 September 2018 RISMedia’s REAL ESTATE

• Signs are always important, but be sure that it’s clearly specified on all your printed materials that the open house is taking place on Saturday and Sunday. • Don’t feel like you’re stuck with scheduling the open house at noon—hosting one later in the afternoon at 4 or 5 p.m. gives people time to finish any errands they may have, but won’t cut into Saturday night plans. • Avoid hosting a Saturday open house during a big vacation weekend like Labor Day or Columbus Day. The idea is to get as much traffic for your seller as possible. •T he biggest advantage of hosting two open houses over the course of a weekend is the increased exposure. One of the downsides, historically, to Sunday open houses is that they often coincide with religious and family obligations.

Holding an additional open house on Saturday helps you sidestep this issue and provides another option for potential buyers to view your listing. Besides eating away at your metime, there really aren’t any cons to hosting an additional open house on Saturdays; however, it’s important to keep in mind that this open house is not a substitute—Sunday remains the industry standard for open houses. Remember, having an edge on the competition is more important than ever in today’s real estate market, and an additional open house will provide you with that edge. Are you already hosting Saturday open houses? Let us know how it’s working by emailing me at jdoris@rismedia.com. RE

Jameson Doris is RISMedia’s blog and social media editor. Email him your real estate blog ideas at jdoris@rismedia.com.

{Blog Spot}

Home Maintenance:

5 Quick Exterior Fixes by Rachael Baihn

Fixing the exterior of your home doesn’t have to become a weeklong project. There are many different things that you can do quickly that’ll add beauty to the outside of your home.

ed benefit is that mulching can also help deter weeds from popping up.

t can be easy for the exterior of your home to look a bit worn after just a few years. Maintenance tasks that need to be taken care of often get put off due to time constraints. If you find yourself in this situation, consider these five outdoor fixes. CLEAN YOUR GUTTERS Depending on where you live, your gutters may need a lot of help, so take a few minutes to assess their condition. Cleaning out your gutters is a great first step toward making them more efficient when it comes to getting excess water away from your home. You should also make sure that all the connections are in good condition and that downspouts are secure. Finish with a quick powerwash to restore gutters to their original color. DRESS UP YOUR DOOR Your front door should look just like that—a front door. Consider re-

painting yours with a fresh coat of paint or hanging a seasonal wreath. You could also add some finishing touches like a welcome mat, or plant flowers in a pot underneath the doorbell. Dressing up your front door is an easy way to add appeal to your home. ADD SOME MULCH Is your yard looking tired? One of the best ways to instantly provide a fresh look to the exterior of your home is to add new mulch to flowerbeds and around trees. Mulch can provide a polished look to your yard, as well as offer plants moist insulation to keep them hydrated. An add-

SPRUCE UP YOUR MAILBOX You may not think that people notice your mailbox, but it can be one of the first things a guest sees when they drive up to your home. Spruce up your mailbox by giving it a fresh coat of paint, personalizing it with your last name or adding flowers around the bottom of the stand. In addition, be sure your mailbox is secured in the ground and isn’t leaning to one side. INSTALL WINDOW BOXES Adding a few window boxes is a great way to instantly add interest and natural beauty to your home’s exterior. Choose from a wide variety of window box styles and colors that’ll complement your home. Plant daisies and marigolds to add some pop, or wave petunias that’ll cascade over the side of the box. Fixing the exterior of your home doesn’t have to become a weeklong project. There are many different things that you can do quickly that’ll add beauty to the outside of your home. RE This article originally appeared on RISMedia’s blog, Housecall. Visit us at blog.rismedia.com.

RISMedia’s REAL ESTATE September 2018 83

Webinar Recap:

How to Build and Nurture Key Partnerships

by Liz Dominguez

hat does it mean to leverage valuable industry partnerships in order to jumpstart your business? RISMedia’s latest webinar, sponsored by Homes.com, “Achieving Better Client Experiences—and Conversions—With Key Partnerships,” examined the keys to building and nurturing successful business relationships.

The webinar, moderated by Terri Murphy, master coach at Workman Success Systems, featured panelists Lee Tessier, team leader of The Lee Tessier Team at Tessier Real Estate; Mark Ryan, broker of RE/MAX Victory and leader of the Mark Ryan Group; Tim Rabara, sales manager with Homes.com; and Jo Garner, a loan officer and host of the Jo Garner Radio Show. “It’s all about relationships, being committed, getting a plan of action and making things happen,” said Ryan. Panelists unanimously agreed: It takes work. Getting in touch with these vendors is the first step. “If you’re brand-new, go to your local association events and start

having conversations to see where you’re most comfortable. In the beginning, it’s going to be like speed dating, but then you build relationships from there,” said Tessier. Not all business relationships are productive, however. In order to build partnerships that work for your business, you need to find vendors you can count on to provide for your clients. This starts with open and honest dialogue. “Lay out your philosophy of what you’re looking for. Tell them, ‘If this works, I’m going to refer you strongly, but that may mean you have to give estimates for business you may not always get,’” said Ryan. How can you ensure the relationship is mutually beneficial? By

tracking what they’re giving you. For Tessier, that means tracking marketing dollars sold to vendors to offset the cost of mutually advantageous events, such as pie giveaways at Thanksgiving. Meanwhile, Ryan works with his preferred vendors to offer clients a discount on their services. While these businesses chip in, Ryan is introducing them to new clients. Whatever your vendors are offering, make sure both sides profit, and from a fair share, either from referral leads or securing the continuing business. “Make sure you’re both getting a good return,” said Tessier. “And make sure it’s a great customer experience.” Part of that means taking a second glance at your own side of the relationship and how much you’re contributing. Are your preferred vendors getting as much out of the partnership as you’re getting from them? “Be the partner you want your partner to be,” said Ryan, who emphasized the fact that mutual respect goes a long way. And that’s why Garner always starts with the following question: ‘Who can I introduce you to, to help your business?’ After that, they’re in your corner, wanting to help you.” How do you keep these valuable partnerships going? By checking in and showing your gratitude. “So few people are getting handwritten anything. Say thank you— people want to be appreciated— and monitor how many ways you’ve been able to help them so that you can continue to grow the relationship,” said Murphy. RE

To view the webinar in full, visit https://bit.ly/2Oib2z3. Liz Dominguez is RISMedia’s associate content editor. RISMedia’s REAL ESTATE September 2018 85

4 Factors to Motivate Your Employees Daily

hile a healthy paycheck contributes to employee satisfaction, money won’t keep the best employees if other more important aspects of their employment are not met, according to a national authority on leadership science. “If the workplace environment doesn’t fit with the conditions where the brain can thrive, companies won’t hold on to their best employees for long,” says Don Rheem, author of “Thrive By Design: The Neuroscience That Drives High-Performance Cultures” and CEO of E3 Solutions. “Money satisfies, but it has very little impact on daily behavior. Far more impactful are things that money can’t buy—things a responsive employer should be providing every day.” Rheem says neuroscience has mapped the ideal conditions that, when addressed, allow the brain to thrive and operate much closer to its full capacity. These conditions can make employees more productive, healthier and happier in the workplace. He suggests four places where employers and leaders in a company should focus their efforts:

ENCOURAGE TRUSTED RELATIONSHIPS. Employees thrive in a work culture that promotes trust and caring for each other. “Since

most people spend a majority of their waking hours at work, employers that promote a pro-social workplace can reap hardwired metabolic benefits,” Rheem says. “This will outpace pay for performance and other monetary rewards in the long run.”

HELP EMPLOYEES FIND MEANING AND PURPOSE. In the past, the security of a job was enough to make employees show up for work every day. But today, it is not unusual for an employee to change jobs many times during a career. If an employer wants to maintain higher retention levels, they should strive to provide a deeper connection for employees to their work, their coworkers, or to the mission and vision of the organization.

CREATE CHALLENGING WORK. High performers—those upon whom great companies are built— thrive in a workplace ecosystem that includes positive challenges. “Lead-

ers need to realize the benefit isn’t simply from the challenge—it is in the recognition and celebration that comes with successfully crossing the finish line,” Rheem says. “The key point is for leaders to set goals that are within reach, and to recognize the victory before rushing into the next challenge.”

GIVE EMPLOYEES AUTHORITY TO INNOVATE AND TAKE RISKS. A hierarchical workplace predicated on fear and distrust stifles innovation and focuses employees on daily job survival rather than on performance excellence. A workplace grounded in trust and employee empowerment, however, sets the stage for individuals to take risks and make mistakes without the fear of a punitive response. Innovation and risk-taking may not motivate every employee, but the sense that management respects and has confidence in employees supports a healthier culture where high performers love to stretch and challenge themselves. “Employers who support these workplace conditions will give employees more reasons to feel wanted, trusted and supported,” Rheem says. “This, in turn, will positively impact employee engagement, retention and company morale.” RE Don Rheem, author of “Thrive By Design: The Neuroscience That Drives High-Performance Cultures,” is CEO of E3 Solutions, a provider of employee workplace metrics and manager training that allow organizations to build engaged, high-performance cultures. He is a former science advisor to Congress and the Secretary of the U.S. Department of Health and Human Services. RISMedia’s REAL ESTATE September 2018 87

The Evolution of Office Space and Its Impact on the Real Estate Industry by Liz Dominguez

t’s Monday morning, and you have two choices before you: drive into the office and get your lead generation knocked out in a traditional workspace, or work from home or a nearby coffee shop using the virtual tools provided by your brokerage.

Which format makes agents more productive, and clients more inclined to purchase or sell a home? It’s not a clear-cut answer, as it largely depends on personality type, work ethic and the tools a brokerage provides. This is something that Lynsey

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Engels, president of Mel Foster Co., a member of Leading Real Estate Companies of the World®, stands behind, especially when it comes to concrete office spaces. “While being a real estate agent offers a tremendous amount of au-

tonomy and the flexibility to set your own schedule, not every personality type thrives in an environment lacking frequent personal interaction,” says Engels. “A dedicated office space for agents provides the support and structure many agents need to truly reach their full potential. “A physical location bolsters teamwork and allows for ongoing learning and sharing of best practices,” adds Engels. “Agents have collaboration spaces that promote networking

with their peers, and these flexible spaces can also be used to meet with clients.” In terms of virtual interactions, Engels uses private Facebook groups as a chat room resource for agents, while still putting more emphasis on in-person interactions. Is Facebook enough of a cyber communication tool for today’s real estate agent? Josh Harley, founder of Fathom Realty in the Dallas-Fort Worth, Texas, market, believes that Facebook should be used by agents to “freely exchange ideas, share successes and issues, and encourage each other,” but in combination with other tools. “While I do believe brokerage office spaces are going the way of Blockbuster, it will take more than just a virtual community to replace them,” says Harley. “It will require a multi-pronged approach to ensure agents have what they need to be successful and feel connected.” With more involved virtual communities—as with eXp Realty’s cloud campus, eXp World—agents can find cyber office spaces that are more complex and interactive, and that take on more of the features expected in a traditional office setting, such as assistance provided by support staff and even team-building activities. “Most agents are used to paying a desk fee for an office they rarely visit,” says Mitch Robinson, senior vice president of Marketing and Communications at eXp Realty. “Plus, for those who go into the office, they often aren’t able to get the real-time support they need. We have multiple people with the same function who can help agents across North America. We also don’t have desk or franchise fees, so agents save money. “Even in a virtual office, it is important to embrace our core value of fun,” says Robinson. “Not only do agents do important work with each other and staff; they can drive

a speedboat, watch fireworks for the Fourth of July and Canada Day, or join a daily, virtual workout with others across the country.”

“While I do believe brokerage office spaces are going the way of Blockbuster, it will take more than just a virtual community to replace them.” - JOSH HARLEY Founder, Fathom Realty

Are these virtual perks enough? More and more brokerages are amping up their tech offerings in order to transform their office environment, and, yet, the real estate industry is still a human-centric business in which face-to-face meetings are key to building strong relationships. That’s why Wendy Forsythe, chief operating officer at HomeSmart International, has zoned in on technological innovation that blends well with both concrete office space and the cyber world. “HomeSmart has built its technology on a proprietary platform called RealSmart Agent,” says Forsythe. “This software is the combination of all the tools and support an agent needs to run his or her business. Agents can build a brand through websites and social tools, market listings, manage their database, have complete transaction management and get paid when the transaction closes. From an agent’s first login, he or she has access to a powerful platform to market, learn and transact with.” How does the industry feel about

a completely virtual office setting with customizable avatars, such as those within eXp’s cyber community? Personalization can help to differentiate users and build a sense of identity; however, while younger, more tech-savvy clients may appreciate the imaginative interactions that come with the modern spin on tradition, the format is still new, leaving questions unanswered. Will it take away from the seriousness of tough transaction conversations typically needed to get to the closing table? Will home showings be replaced with virtual tours? And will the agent/client relationship suffer from a lack of in-person interactions? “My thoughts on this are twofold: Technology is giving us a beautiful way to extend our personal relationships, which is a wonderful thing, but there is still something magical that happens when humans share energy in the same space together,” says Keith Robinson, chief strategic officer at NextHome, Inc. “There is a reason live events and concerts still draw massive crowds. Sure, it would be fun to listen to a new album on Spotify in your car, but nothing compares to the experience of hearing it live, together with your friends in a shared space. The companies that win in the future will use technology for more reach, but understand the importance of an in-person, communal experience.” So, what does the real estate office space of the future look like? It depends on who you ask; however, the industry will most likely retain its varied offerings in order to maintain healthy brokerage competition and appease the various personality types of real estate clients. RE

Liz Dominguez is RISMedia’s associate content editor. Email her your real estate news ideas at ldominguez@rismedia.com.

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{Broker Spotlight} CENTURY 21 Affiliated:

What It Takes to Get to the Top by Maria Patterson

Left to right: Adam Freeman, Principal; Dan Kruse, President & CEO; Tom Bretz, CEO, Chicago Operations; Jasen Schrock, President, Michigan Operations

hat started in 1978 as a one-man shop in Madison, Wis., has grown to become one of real estate’s top Power Brokers. Clearly, Bill Kessler’s early goal to become a multiple-office company was far surpassed: Today, CENTURY 21 Affiliated is comprised of more than 100 locations across Wisconsin, Illinois, Indiana, Michigan and Florida, and the company has enjoyed the ranking as the largest CENTURY 21 firm in the world in overall sales volume for three years running. As the firm celebrates its 40th anniversary, Founder Kessler and President and CEO Dan Kruse share the strategies and philosophies that have sparked and sustained CENTURY 21 Affiliated’s success. Maria Patterson: Tell us a bit about the company’s history and the course of its growth. Bill Kessler: We started with one person in 1978 and had major growth spurts in the early ’80s, late ’90s and the current decade. Now we are listed among the Top 20 real estate companies and are No. 1 within CEN-

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TURY 21 for overall sales volume, with 20,000 closed sales units representing sales in excess of $4 billion (for 2017). With more than 100 locations spread out over five states, we are in many markets with a variety of dominance, from a brand-new location in Vero Beach, Fla., to 65 percent marketshare in Beloit, Wis.

Dan Kruse: Bill had the vision of having a multiple-office company before that was a thing. We grew to about 12 - 13 offices, and that’s when I got involved in the early 2000s. I was 24 years old, and I was cutting my teeth in the real estate world. I asked Bill if he had found an exit strategy. He hadn’t, and I started helping him with the concept of a larger organization. From 2004 - 2010, we grew to 35 offices across the state of Wisconsin, always playing on the side of having centralized services—we’ve always had the hub-and-spoke concept.

MP: When and why did you take the company beyond Wisconsin? DK: In 2010, I was approached by

Tom Bretz, a friend in the Chicagoland area who wanted to delve into the residential platform. There were a lot of CENTURY 21 brokers in Chicago at that time, many of whom were struggling with the recession. We opened our first Chicago office in November 2010, and since then, have grown to about 35 offices throughout the Greater Chicagoland area. Joining with key principals Tom Bretz, Adam Freeman and Jasen Schrock, along with the success of this expansion, led us to further expansion in 2014 when we ventured into Northwest Indiana, and then Michigan in 2015. In 2016, we expanded into Florida, acquiring a com-

With a focus on aligning with the right culture, CENTURY 21 Affiliated has grown to be the largest CENTURY 21 firm in the world in overall sales volume for three years running.

pany in the Greater Tampa Bay market, and we’ve acquired two other offices in the state since then.

MP: So where does that bring the grand total, in terms of offices and agents? DK: We have 112 offices across the Midwest and Florida, about 2,600 agents, and about 250 full-time employees. It’s been a wild—but fun— run since 2004. And the company is celebrating its 40th anniversary in 2018, so this is a very significant year for us.

MP: What are your criteria when it comes to expansion? DK: We are always looking for great opportunities, but it’s not like we’re looking at a map and saying, “Here are our target areas.” Sometimes an opportunity is presented by the marketplace—for example, during the recession—but the magic with all the growth that’s happened for us was based on people and culture. When we have an opportunity for growth or for a merger, we have to feel good about the people we’re dealing with. We’ve done deals where we were unsure about the culture, or the model was different, and we struggled with

RISMedia’s REAL ESTATE September 2018 91

CENTURY 21 President & CEO Nick Bailey (left) and real estate coach Jared James (center) share the stage with Kruse.

MP: What are you doing differently to set your firm and its agents apart from the competition? BK: We have the benefit of a brand those moves. So, when we see an opportunity where we like the market, but it’s also a great culture, we’ll jump on those all day. When you align with the right people, it makes so much more sense.

BK: Most of the growth has followed three basic principles: 1. A twig, no matter how weak, is better than a seed; mergers and acquisitions trump start-up offices. 2. Water flows downhill. Only enter markets where there is opportunity and need, not markets that are prestigious or geographically close, but lack opportunity and/or are overly competitive. 3. As Dan said, similar office cultures work best. It doesn’t seem to matter if we expand into a small, rural area or the heart of a city. What does matter is that the agents and office have complimentary belief systems in terms of needs, style and market focus. MP: How would you describe the current state of your markets? BK: All of our markets, be they long depressed manufacturing towns or hot new destinations, have in common a pronounced lack of inventory.

DK: Agreed. Whether it’s Madison, Wis., or Tampa Bay, Fla., inventory is tight across the board. New construction is lacking in every market. There are also challenges associ92 September 2018 RISMedia’s REAL ESTATE

ated with the new models that are coming into the market. We have to look at what they are offering, how they are structured and what our value is. Anytime a new model comes in as a competitor, you can either get frustrated, or welcome it as a good sign of the overall health of the industry.

BK: The opportunities are greatest in times of crisis and uncertainty, and frequently happen when least expected. So, be prepared. MP: How do you make sure your agents are prepared to compete? DK: We’re working with our team leaders in the field on knowing and understanding our value package. We focus a lot of time and energy on training, educating and coaching our agents to make sure they have the best possible skillset when competing in a tough inventory market. We have a very advanced training department and three full-time trainers. We also use CENTURY 21’s training programs and outside coaches like Jared James, who offer an outside perspective.

BK: Some agents thrive under a coaching environment; some thrive with training. We pride ourselves on providing tools for agent growth no matter which stage of their career and no matter which learning style best suits their personality.

that exudes strength, consistency and safety while continuing to stay fresh and technologically sharp. The company itself has the unique combination of historic strength and younger leadership.

DK: Yes, I feel strongly that the CENTURY 21 brand is in the best place it’s been in for the last 18 years. Nick Bailey is doing a great job with the rebranding. It’s a high-value package—this brand that’s so well-known within the consumer world, and now it has this new direction, focus and momentum. We also spend a lot of time, money and energy looking at technology and making sure we are on the leading edge for our agent base and the consumers we serve.

MP: How do you stay ahead of the curve on technology, online marketing and social media? BK: Staying ahead of the curve is not a goal. The goal is to determine when it is time to take the next step forward because the latest and greatest has evolved to the point where a secure product can be installed and it will enhance customer service and agent efficiency. Monitoring the competition is critical. We don’t have a monopoly on great ideas. All that being said, there are times when our industry has lagged, and we have taken it upon ourselves to be trendsetters. Lead management is an example.

DK: We have a full marketing department as part of our core services, as well as a social media team. We’re constantly out there promoting through Facebook, Twitter and all the major avenues. We are constantly pushing out local information to our consumer base. We are also on all the different portals. The fact of the matter is, people are looking in a lot of different places, and we need to make sure we have exposure.

being part of something special and something bigger—they get excited about that. They know we want to invest in their future and listen to what they have to say.

MP: What marketing strategies have helped you best connect with consumers? BK: Marketing is ever evolving. Pre-internet, it involved getting our agents and listings in front of potential buyers in an interactive manner, so we focused on revolutionary concepts then like pre-marketing open houses, kiosks in shopping malls and hotline numbers. Post-internet, the goals are to use websites and social media in such a way as to maximize property exposure and recapture the feel of personal service, rather than faceless data exchange.

DK: The larger we’ve gotten, one of our biggest challenges is making sure we have a local influence. With the Affiliate Foundation, we have been able to do some good things and give back and touch the local communities we serve. We have a lot of fundraisers throughout the year and pool our resources. Our local agents and staff then apply for monies from the Foundation for local causes. This allows agents to be community leaders in their different areas, as well.

MP: So, clearly, there are a lot of reasons why an agent would want to join your firm and stick around a while. What is the most compelling reason? DK: Mostly because they want to be part of an organization that’s on the forefront and is growing and has a story to tell. People love the idea of

central core of values and services, yet encourage each office to adapt to their local marketplace in terms of customs and practices. It’s more important to do the right thing than to get the extra dollar. This leads to loyalty and long-term business success. And success and fun are not mutually exclusive. We emphasize life balance. Our Mission Statement continues to be: “To provide the finest customer service to our agents so that they can provide the finest customer service to their buyers and sellers.”

MP: What’s in store for the future of CENTURY 21 Affiliated? DK: Big picture, we want to continue

“It’s more important to do the right thing than to get the extra dollar. This leads to loyalty and long-term business success.” - BILL KESSLER Founder, CENTURY 21 Affiliated

BK: We have an excellent value proposition with massive opportunity from company-generated business, coupled with market-current education and competitive compensation options. Most importantly, ours is a culture of family where agents and employees cooperate and genuinely like and care for each other. It’s a home, not simply a brokerage. MP: Please describe that culture. BK: We strive for inclusivity and diversity. Additionally, this is a bottom-up organization, where input is encouraged and listened to. We have a

to keep our eye on smart growth opportunities when they present themselves. I love the idea of being the largest CENTURY 21 firm in the world, and I have plans to stay in that ranking. I also have the goal of being a Top 10 real estate broker in the U.S., and we’re moving closer toward that goal. We have great agents, and if we can help every agent in the company do a few more transactions, that will lead to the growth and success of the company.

BK: We will continue to be proactive and seek out opportunities for growth that do not endanger our level of service to agents and the public. Those opportunities will manifest themselves, rather than taking on the form of a planned march into a certain community or subset of ancillary services. My other goal is to enhance and provide the best possible tools, education, training, systems and core services, while finding new ways to be innovative and provide support— and to find new ways to give back and be meaningful. RE

For more information, please visit www.c21affiliated.com. RISMedia’s REAL ESTATE September 2018 93

{Broker Spotlight} Sereno Group:

Exceeding Industry Standards Every Step of the Way by Barbara Pronin

hris Trapani and Ryan Iwanaga grew up together in the quiet, rolling suburbs of Northern California that would grow into the Silicon Valleyâ&#x20AC;&#x201D;and the Sereno Group story starts in the summer of 1976, when the Iwanaga family moved next door to the Trapanis on Sobey Road in Saratoga. What began as two kids playing together has grown into the lifelong friendship that, to this day, has the two feeling more like brothers than friends. They shared the experience of having tight-knit family households with an immigrant history that values and feels an obligation toward community. At the same time, bright and inquisitive, they found a deep and meaningful kinship in their rebellious natures both inside and outside the home. After what both describe as academically underwhelming high school experiences, they found Left to right: Tim Proschold, Vice President of Group Strategy and Success; Ryan Iwanaga, Executive Vice President; Barbara Cole, Chief Operating Officer; Chris Trapani, Chief Executive Officer 94 September 2018 RISMediaâ&#x20AC;&#x2122;s REAL ESTATE

themselves studying at Cal Poly, San Luis Obispo though with different career expectations—Trapani as a pre-law student destined to follow in the entrepreneurial footsteps of his father, Marko Trapani, and Iwanaga to study English and Fine Arts and begin coaching high school football. But despite their differing academic journeys and early career paths, the two eventually found themselves working side by side, much as in their days back on Sobey Road—only this time as real estate professionals, first as sales associates, then as leaders; locally for Iwanaga and on a much larger, national scale for Trapani. So, it should come as no surprise that when Trapani, with the backing of his father, was ready to launch an upscale, boutique real estate agency, he would call on the friends and creative thinkers who shared his unique vision. Sereno Group opened its doors in

2006 with 27 top-producing agents, 115 listings in Los Gatos and surrounding areas, and a goal that ran against tradition: to break from the large-scale agency model in favor of offering every client the expert and personalized service that would make a positive difference in their real estate experience. Today, under the leadership of Trapani as chief executive officer and Iwanaga as executive vice president, with Barbara Cole as chief operating officer and Tim Proschold as vice president of group strategy and success, the firm has 365 agents in eight locations doing $3.5 billion in annual sales. “That’s an average of more than $10 million in sales per agent,” Trapani points out—a rare accomplishment even in a region where, according to real estate data firm CoreLogic, the median home price for a single-family home hit a record of $935,000 last May. Part of the reason for that, Trapani

Trapani sharing the progress of the company at Sereno Group’s Mid-Year Meeting

is quick to note, is that the company has taken an intentional and careful approach to growth. “We did not focus on hiring brand-new licensees during our first nine years in business,” he says. “We set a very high bar for character, quality and professionalism. We seek to align with the most experienced and thoughtful sales staff representing the best interest of our group and clients.” While Sereno Group takes pride in the quality and experience of its sales staff, efforts to ensure they stay ahead of the curve include access to the best trainers and coaches in the industry, including Brian Buffini, Tom Ferry and Lorna Hines. The firm also schedules bimonthly meetings wholly devoted to awareness, inspiration, thoughtfulness and business applications. RISMedia’s REAL ESTATE September 2018 95

Trapani and Iwanaga are committed to breaking from the tradition of the large-scale agency.

They also provide a host of the latest cutting-edge tools and resources to their agents at little or no cost. “We are invested in relationships, not profitability,” says Proschold, who, in his role as group strategist, is charged with scoping out the best in new business tools and technology. Iwanaga supports that view. “We have no interest in charging fees for the things our agents need to be at their best,” he says. “We came from a pervasive multiple profit-center culture, and we want no part of it now. Our aim is simply to provide our people with the best possible resources.” For this leadership, the best includes a self-contained, in-house marketing studio with four designers and two project coordinators on staff to assist the company’s agents in producing upscale collateral ranging from postcards, property brochures and other custom-printed marketing materials, to the most sophisticated video home tours. Neither the marketing studio, the company’s transaction coordination service nor their busy relocation division are intended to be profit centers, Proschold says. Keeping a sharp eye on staffing, operations and facilities, Cole joined the company as a first hire in 2006, before the firm’s first office was launched. Currently overseeing the opening of Sereno Group’s new Los Altos office, Cole sees herself as a company ambassador. Proschold sees her as, “Master of the Big Picture;” an invaluable resource for the company. But Cole is quick to credit her “high-caliber support team” of roughly 30 hardworking administrators, receptionists, transaction coordinators and IT support people—even an Ambassador of First Impressions—with going above and beyond to keep the firm’s 96 September 2018 RISMedia’s REAL ESTATE

offices running smoothly. “The company is close to my heart,” Cole says. “I believe so strongly in what we stand for, and in our commitment to being the best. Chris and Ryan genuinely listen—to everyone—and they make the most thoughtful decisions.” That’s because everyone at Sereno Group is a voice that counts, Iwanaga explains. “There’s no ego here. We are proud of our family-like culture, our multigenerational roots in this community, and our commitment to nurture, mentor and support one another.” But if Sereno Group’s reputation for quality service, and its standing as one of the top four most productive residential real estate sales firms in San Mateo, Santa Clara and Santa Cruz Counties (in terms

of annual sales volume) can be attributed to an outstanding sales team, then the buck stops at the non-traditional growth philosophy of its leadership. “We don’t need more agents in order to be successful,” Trapani says. “The goal of our intentional growth and recruiting plan is to organically attract or develop likeminded agents of the future for the long term.” As a result, most referrals come from existing sales staff, and most agents who want to join Sereno Group go through a recruiting process. “Industry-wide, more than 80 percent of new agents fail in the first five years,” says Trapani. “That’s why we hire only the best and the brightest, and we work collaboratively. We are their biggest

“We remain committed to pushing the edges in finding ways a for-profit business can leave a positive and eternal impact on society, and hopefully in influencing future business leaders to consider following suit.” - CHRIS TRAPANI Chief Executive Officer, Sereno Group

boosters, and we love hearing ideas from our people that we can experiment with.” Trapani’s passion for excellence, and his long-standing commitment to community, have deep and meaningful roots. “Just a few months after we launched Sereno Group, I had a lifechanging experience,” he says. “I was scanning the bookstore business section and spotted a book— “Let My People Go Surfing,”—by renowned mountain climber, businessman and environmentalist Yvon Chouinard. The book, and the company Chouinard founded, Patagonia, Inc., are all about how business can and should do good—that you can make a profit without losing your soul.” It was a lightning rod moment for

him, Trapani says, helping to shape and reinforce his own thinking, and it set in motion his commitment to creating a socially responsible business. The experience resulted in the birth and development of Sereno Group’s “1 Percent for Good” program, committing 1 percent of the firm’s gross revenues to environmental causes and to charitable or community-minded groups committed to making a difference in the areas the company serves. Last year, Sereno Group gave $516,000 to 28 separate causes, making it one of the top 35 corporate givers, according to the Silicon Valley Business Journal. “We are determined to eclipse $1 million a year in charitable giving,” Trapani says. Sereno Group is also committed to shrinking its footprint on Earth through efforts toward greener living, pledging to conserve natural resources, prevent pollution and waste, and be environmentally responsible. Every office recycles paper, plastic, batteries and toner cartridges, turns off lights when not in use, works toward a more paperless environment and patronizes other Green-certified businesses whenever possible. In their offices and at home, Sereno Group associates are encouraged to use environmentallyfriendly cleaning products, to keep vehicles well-maintained and to carpool when possible. They remove themselves, and assist clients to be removed from, as many junk mail lists as possible by going to stopjunkmail.org. What does social responsibility mean for the company’s clients? “It means patient, meticulous service that goes above and beyond the norm,” says Iwanaga. “Our goal is to exceed the standards for professionalism, market knowledge

and approach. In addition to being trusted advisors, we like to be the kind of people others like to hang out with. In many cases, the people we meet as clients become our friends.” Proschold agrees. “We want our agents to know three things: We care about you. We will be open and transparent. We will do everything in our power to help you increase your business. We like to think that’s the best way to ensure their happiness and confidence and, as a consequence, a better home-buying or home-selling experience for our clients.” According to reports in The Silicon Valley Business Journal, the technology hub has the strongest momentum of any other major metro in the country in terms of economy and real estate—a position it has retained for three years straight and is expected to continue in as the industry expands from traditional hardware and software into sectors like artificial intelligence and automotive technology. That would indicate rosy business prospects for the future of Sereno Group, which deals almost exclusively in the high-end housing market. But the firm’s leadership team fully intends to maintain its boutique approach. “We remain committed to pushing the edges in finding ways a forprofit business can leave a positive and eternal impact on society, and hopefully in influencing future business leaders to consider following suit,” Trapani says. “We never set out to be the biggest brand. We simply desire to be a brand that agents, clients and the community consider purposeful, creative and of the most exceptional quality.” RE

For more information, please visit www.serenogroup.com. RISMedia’s REAL ESTATE September 2018 97

{Broker Spotlight}

“I am bullish on the market both shortand long-term, due to our hyper-local positioning and the expanding job market in our area.” - SHANE MCCULLAR Principal Broker/CEO KW Metro Center Realty

98 September 2018 RISMedia’s REAL ESTATE

A Culture of Professionalism and Caring Keller Williams Metro Center Realty by Barbara Pronin

ight out of college, Shane McCullar wanted to be a REALTOR®. “But I couldn’t afford it,” he says. “I knew I needed a financial cushion to get started.” He accrued that cushion as an investment broker, then followed his heart into the real estate business, where he quickly worked his way into management, opening Chicago and Northern California offices for Keller Williams before launching his Keller Williams brokerage in Virginia in 2007. It was, as Charles Dickens wrote, “the best of times and the worst of times”—worst because the industry was headed into the worst slump in its history, best because it signaled the culmination of McCullar’s longtime dream. In this spotlight, McCullar shares his strategy for defying troubled times, his effort to make KW Metro Center Realty the powerhouse it is today, and his lifelong belief that hard work plus a passion for excellence is the best recipe for success. Barbara Pronin: Shane, walk us through your first years as operating principal, and how you grew that single office in Alexandria, Va., into KW Metro Center Realty. Shane McCullar: It was a growth experience, for sure—and pretty tough at the beginning, with 40 devoted agents fighting to survive when so many were leaving the industry. It took persistence and innovation, and a will to make it work, but we had two important things in our favor. First, we had the training and marketing support of the Keller Williams brand, which was no small advantage. Second, we learned to make the best of local opportunity, and to create opportunity where we could. As a result,

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once we found our footing, we knew we were unstoppable. In 2014, we acquired the Arlington and Tysons offices, and it was the merging of the three agencies that created KW Metro Center Realty.

BP: How many agents does the firm have today, and how would you characterize your positioning in your market? SM: We are among the leading residential brokerages in our marketplace, with 635 agents in our three offices closing nearly 3,000 transactions and $1.5 billion in 2017. And I’m pleased to report that we’re trending toward a 14 percent increase this year, expecting to hit $1.7 billion in 2018.

BP: What has been your approach to growth over the years, and what are your goals for expansion? SM: I am bullish on the market both short- and long-term, due to our hyper-local positioning and the expanding job market in our area. With the military, baseline business companies and the federal government right across the river in D.C.—which has never seen a housing decline— we have plenty of opportunity to grow. More recently, Facebook and Amazon have put Northern Virginia on their short list of locations to house their eastern expansion, creating another frenzy of activity and pushing housing into the forefront of the conversation. We are currently launching another office, and we plan to acquire two more by the end of this year.

BP: Given the current state of your markets, what are your greatest challenges and opportunities? SM: Our markets are very robust, as I explained, and I believe that trend will continue, given the low interestrate environment. Job opportunity has our unemployment rate at 3.2 100 September 2018 RISMedia’s REAL ESTATE

percent, where it’s been hovering for some time. Our challenges have to do mostly with the inventory shortages, given low construction rates for some years. Fortunately, we are seeing new construction pick up, which is timely since we are experiencing an explosion of millennials taking jobs in D.C. and migrating into the Arlington area. As a group, these young people are very savvy about the buying process, and they come well prepared financially, which makes our job as a consultant a bit easier in some respects.

BP: What are you doing differently to set your firm and its agents apart from the competition? SM: For openers, I credit the Keller Williams brand, which currently leads the field in terms of closed volume, closed units and agent count, despite the fact that we do no advertising. Our success comes largely from Keller Williams’ agent-centric model and a training system that is second to none. We lead the industry in technology, pushing the limits by allocating $1 billion toward technological advances, including artificial intelligence. Our goal is to equip our agents with the best in technology so they can stay focused on knowing their local markets and being a full-service advocate for their clients. Also, at KW Metro Center, we offer mandatory productivity coaching, with dedicated multimillion-dollar agents mentoring new agents. It’s a program designed to have high accountability mixed with real-world, real-time information.

BP: What most attracts agents to your firm, and why do they stay? SM: Our world-class training and capped commission structure attracts them, but our culture is what keeps them loyal. We believe that being the largest comes with a responsibility to raise the standards for pro-

fessionalism. No one person, no one transaction, is worth the reputation of our firm—ever. We also believe we should take care of those in need within our company—a belief that is executed through our KW Cares program at the national level, and also in each of our offices at the local level. With the approval of our Agent Leadership Council, we can respond within hours to provide help to any of our agents and their families—as we did in a very massive way after Hurricane Katrina, when so many were

“Our success comes largely from Keller Williams’ agent-centric model and a training system that is second to none. We lead the industry in technology, pushing the limits by allocating $1 billion toward technological advances, including artificial intelligence. Our goal is to equip our agents with the best in technology so they can stay focused on knowing their local markets and being a full-service advocate for their clients.” - SHANE MCCULLAR Principal Broker/CEO KW Metro Center Realty

completely wiped out. We believe strongly in community involvement and philanthropy at the local level, and we raised millions to assist others after the flooding in Houston, and again after the flooding in Puerto Rico. Our agents come together often to host charitable fundraising events.

BP: Speaking of company culture, how would you describe your leadership philosophy? SM: Our leadership philosophy is

based on collaboration, transparency, the highest level of agent support and adding value to the agents and clients we interact with every day to ensure that they are able to build what we like to call “a life by design.” In fact, we have an eightweek course custom-designed to create those habits. We call it BOLD, which stands for “Business Objective, a Life by Design.” In short, we deliver on our value proposition by assisting our agents—and, by extension, our clients—in achieving their life goals.

BP: Please elaborate on your approach to coaching and training. SM: We approach this on multiple

build a true business, leveraging their systems, tools and training. That’s what it takes to build a successful and long-lasting business regardless of the current business climate. That’s a strategy I learned early, and which I aim to pass on to every agent. Our brand is highly professional in marketing and in every other way, so when a consumer works with a KW Metro Center agent, they can have ultimate peace of mind.

BP: You’ve talked about technology, but how do you stay ahead of the curve on that, as well as in online marketing and social media? SM: Keller Williams recently added

levels, offering an abundance of inperson training on a daily and weekly basis in all three of our offices. As I mentioned, we have our top producers and office leaders teaching these events, which are open to any of our agents throughout the Metro Center area. Training Magazine named Keller Williams the No. 1 company for training in America, putting us ahead of Google, McDonald’s, Starbucks and a host of other Fortune 500 companies. That is an award we treasure, as it underlines our promise and ability to deliver on our value proposition.

“becoming a technology-based company” to its mission statement. We will always help the consumer buy, sell and invest in real estate; however, we recognize the need to lead the industry in technology, and that has been a major focus of our international company and our founder, Gary Keller. He is a leader and innovator who was recently recognized as the “most influential person in real estate” in the Swanepoel Power 200 in 2017.

BP: What are some of your most innovative marketing strategies, and how are they helping you better connect with consumers? SM: We are proud of the brand-

closed transactions and marketshare through having the most highly trained agents in the business backed by the most powerful and scalable technological tools. Second, the expansion of teams, both locally and nationally. Our plan is based very simply on giving and doing our best. The future of KW Metro Center rests on our greatest asset: our agents and our leadership teams. RE

ing of KW Metro Center, which is hyper-local and consistent in social media, in our web presence and in our signage—right down to our signature red sign post. But our best marketing strategy, really, is pouring personal and business development skills into our agents, which allows them to expand their vision and take their business to a higher level. We teach them how to

BP: What’s on deck for the future of your firm? SM: First, massive growth in

For more information, please visit www.kwmetrocenter.com. RISMedia’s REAL ESTATE September 2018 101

{Broker Best Practices}

Finding Success in a Thriving Relocation Market by Paige Tepping

pete with their offers. This becomes tricky in the lower price points of our market.

Tonya Hamilton Vice President, Relocation and Business Development Berkshire Hathaway HomeServices Woodmont Realty Brentwood, Tenn. www.woodmontrealty.com Region served: Greater Nashville and the Middle Tennessee area Years in real estate: 16 Number of offices: 2 Number of agents: 129 Favorite part of your job: Talking to people from all parts of the world What are some of the current trends you see in your market right now? While the local real estate market remains extremely active, we are seeing a slight stabilization. The good news is that more inventory is going on the market, which provides more options for buyers. There are still multiple-offer situations in certain price points and we have a lot of investors purchasing in the area. That being said, those investors are now competing with first-time buyers who may not have the cash to com-

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Please describe some of your best strategies when helping those relocating to the area find real estate success. When we receive information regarding someone relocating to the area, we do a thorough needs assessment with them so that we can make sure they’re being matched with the proper real estate professional on our team. This is a critical first step because that team member helps them overcome any market misconceptions, works with them to determine what their true needs are and educates them in regard to the affordability of the area in conjunction with their lifestyle needs. In what ways does your affiliation with Berkshire Hathaway HomeServices help when it comes to the company’s relocation efforts? We affiliated with Berkshire Hathaway HomeServices in December 2013, and, since then, our relocation transactions have more than doubled (105 percent increase), with a 181 percent increase in volume. I think a lot of it has to do with Nashville thriving as a city, as well as the prestigious brand recognition of Berkshire Hathaway HomeServices. It’s also important to note that while networking with local companies in the area, they seem more willing to discuss relocation services because they’re curious about our affiliation with the brand. We find it extremely beneficial for broker-to-broker business due to our ability to connect with the 46,000-plus real estate

professionals across the globe through our brokerage network.

How does your company stay current and flexible? It’s easy to admit that our industry is constantly changing and evolving with technological advancements and marketing tactics through social media and digital outreach. Our managing brokers continue to provide up-todate education with weekly training sessions in-office, as well as ondemand videos through our brand’s resource center. We remain actively involved with the Greater Nashville REALTORS® organization and the National Association of REALTORS®, two affiliations that help us keep current with industry trends and information. What is the most significant trend positively affecting your business today? Growth. According to Forbes magazine, Nashville is ranked the No. 7 fastest-growing American city. The Nashville Area Chamber of Commerce reports that more than 90 businesses announced relocations or expansions, adding more than 6,400 jobs and $11.4 billion in capital investment within the last year. Our market is benefiting from multiple businesses relocating and expanding into the immediate area, providing job growth for our local economy. In addition, our downtown has seen an immense amount of revitalization over the last 10 years with new high rises and businesses migrating to the area.

For more information, please visit www.berkshirehathawayhs.com.

“Automated follow-through systems are key when it comes to helping you stay in touch with your customers— without them even knowing it’s automated.” Staying Current in a Shifting Market by Zoe Eisenberg

Fred Evans Sales Associate RE/MAX Gold Coast REALTORS® Ventura, Calif. www.fredevans.com Region served: Ventura County, Calif. Years in real estate: 33 Number of offices: 5 Number of agents: 250 No. 1 tip for new agents: Prospect every day, with no excuses. Call a minimum of five people every single day.

How do you stay flexible and current in an ever-shifting landscape? There’s so much information available these days that I’m constantly reading up on industry and market changes, as well as taking classes offered by the company. We have access to some of the best training courses through RE/MAX University. If you want to learn anything about real estate, no matter the subject, there’s a course available. My team of agents and I are going after buyers, so we need to constantly hone and update our skills in that area. I’m constantly trying to stay up-to-date with new systems for attracting clients, which is instrumental in regards to staying current.

- FRED EVANS RE/MAX Gold Coast REALTORS®

How do you stay in touch with your clients? Automated follow-through systems are key when it comes to helping you stay in touch with your customers—without them even knowing it’s automated. We use quite a few systems to stay in touch, and RE/MAX has great programs to do just that. What are some of the current trends you’re experiencing in your local market, and how are you and your team adapting to meet them? In our local market, baby boomers are coming to Ventura County for retirement. Many are planning to retire out here, so they’re buying second homes or rentals to rent until they’re ready to retire. We’re catering to the 55+ market, as that’s a big part of our business right now. You utilize Homes & Land as part of an integrated marketing strategy that includes print publications. How does this benefit you? I’ve been working with Homes & Land my entire career, which spans over 30 years, so it’s clearly beneficial. The leads generated from Homes & Land are especially helpful because their listings are syndicated to over 20 real estate websites and portals. We get leads from all over the world now. I’ve been very fortunate to close on great sales from leads they’ve given me. For more information, please visit www.homesandland.com/benefits.

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Investing in Lead Generation Paves the Way to Mega Milestone by Paige Tepping

transaction coordinator. In its first year, The Delhougne Team closed 73 transactions, 67 of which were the result of my personal production. The team doubled its production in 2014 and has been in a consistent growth mode since then. We closed 671 transactions in 2017 and will hit 1,000 this year.

Matt Delhougne Broker/Owner RE/MAX Vision Chesterfield, Mo. www.remax.com/realestateagentoffice/chesterfield-mo-63017-mattdelhougne-id29971428. html Region served: St. Louis metro area Years in real estate: 19 Number of team members: 41 agents, 14 support staff 2017 closed transactions: 671 Goal for 2018 closed transactions: 1,000 You grew your team relatively fast. Tell us when you formed the team, and what the build-up has been like as you get closer to 1,000 transaction sides. I served for 10 years as a St. Louis County police officer and began selling real estate in 1999, before eventually leaving the police force to sell real estate full-time. In 2013, I founded The Delhougne Team with just two agents and one

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What advice would you offer to other real estate professionals who are thinking of forming a team? If you aren’t a data-driven thinker, become one. Refine your lead strategy and know what ROI each lead source generates. Mentor with other successful team leaders and be coachable. How significant are online leads to your growth? Online leads are extremely significant because statistics show that homebuyers are searching online first. Because of the investment we make in generating leads, our growth is directly tied to quality lead availability. How do the leads you get from realtor.com® perform? Are they viable enough to use as a means to recruit good agents? Because we have the systems and infrastructure to quickly respond to realtor.com® leads, we’re successful at converting them. They’re generally high-quality. Of course, with any lead-gen opportunity, there are leads that come through as unavailable (already have an agent, just looking, not able to

purchase at the time). We expect a small percentage of those and consistently work to improve conversions on all viable leads. That being said, the leads we get from realtor. com® are absolutely viable enough to recruit good agents. Our team wouldn’t be as successful as it is without quality leads and high-quality agents. One works hand-in-hand with the other.

If you’re using leads as a way to build a team, how deliberate do you have to be in your planning? Since our agents are geographically specialized, we will always make sure we have the appropriate lead flow before hiring a new agent for a particular area. What mistakes should you watch out for when putting together a team that can convert leads? First and foremost, don’t hire without having adequate lead flow. You must also avoid hiring agents that can’t be coached, as well as those who aren’t tech-savvy. And, never invest in leads without identifying what the optimal lead funnel looks like. What should you always do to make sure your team is successful with the leads you’re getting? Speed to lead is the most important factor in lead generation from realtor.com®. The faster we can connect with that lead, the higher the possibility we have to convert that lead and turn it into a bona fide client.

For more information, please visit https://rem.ax/2wavWbf.

technology we have access to, which is powered by a virtual tech ecosystem known as the zONE, is exactly what our agents deserve. In addition to providing agents the resources they need to serve clients with state-of-the-art technology tools, the zONE is constantly being improved, which is key when it comes to the success of our agents. What has spurred Realty ONE Group’s growth since you joined as a franchisee in 2013? Many broker/ owners with other brands tell me they feel stagnant and exhausted by their antiquated models, while our pragmatic and simple business plan puts agents first. Our exponential growth in the time I’ve been here proves that we’re serious. Those who join the brand have come to realize that the Realty ONE Group model is going to help them grow big, strong and lean. The brand’s 11,000-plus agents who are active, producing and giving back to their communities are our strength.

Working Together for the Greater Good by John Voket

Navid Ali Regional Director & Broker/Owner Realty ONE Group BMC Associates San Ramon, Calif. www.navidali.com Region served: San Francisco’s East Bay and Central California Years in real estate: 25+ Number of offices: 6, with 3 scheduled to open in Q4 Number of agents: 351+ Best tip for dealing with difficult clients: Stay focused on the finish line. Most effective way to motivate agents: Laugh with them. Key to staying profitable: Always look at ways to monetize. How is Realty ONE Group staying ahead of the pack with its technology? CEO Kuba Jewgieniew’s vision of technology is one that never ends. While other real estate firms view technology as a way to replace agents, at Realty ONE Group, it’s viewed as an accelerator. The

What was the biggest surprise you experienced as an independent broker/owner prior to joining Realty ONE Group? As an independent broker, I was missing an opportunity by not reaching out to my peers. The challenges a broker/owner faces are daunting, and with Realty ONE Group, my ability to communicate with my peers provides valuable input that I didn’t believe was possible before. And, since these broker/owners are the best of the best, tapping into their collective brain trust is humbling. Why is Realty ONE Group referred to as the UNbrokerage? While I’m a firm believer in The Law of Abundance, I feel that each player adds value to our industry. That being said, I don’t believe agents should be secondary. I don’t subscribe to the gimmicks some brokerages use to ply agents to join, and I believe that most antiquated commission models need to be put to rest. Sadly, an overwhelming number of agents aren’t receiving much from their brokerage, and a huge amount of their money goes to top-heavy management and overhead that isn’t justifiable. The best an agent can get is 100-percent commission plus all the resources to support their success. You can’t beat that, and that’s why Realty ONE Group is so unique. For more information, please visit www.realtyonegroup.com.

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{Trending}

Brokers Turn to Pocket Listings in Rising Markets

by Andrew King

he real estate market has heated up so much in certain

regions that brokers are taking transactions into their own hands—or, rather, their pockets. With increasing prices and, seemingly, more buyers willing to pay an amount that’s leaving sellers with nice profits, the question these sellers keep asking is, “Why bother with the MLS?” 106 September 2018 RISMedia’s REAL ESTATE

While the answer to that question varies greatly depending on who is asked, more and more brokers are saying don’t list on the MLS, or even Zillow, for that matter. “It’s an opportunity for a savvy agent, who uses his or her network properly, to make more money for their client,” says Jon Paul Molfetta, a broker with Keller Williams Realty in New York and New Jersey. There are many ways to handle pocket listings, ranging from the “double-secret” listing that no one can know about except the most preferred buyers, to the “not-so-secret” listing that brokers blast on their social media accounts. Either way, brokers get to curtail listing fees and retain more control of the process.

Increasingly, brokerages are heading toward an independent listing model where properties are marketed exclusively within the company. Ultimately, it comes down to what arrangement makes the seller the most comfortable. Some clients, such as celebrities or prominent business people, might demand the privacy or exclusivity, but others might not want to limit the buyer pool for any reason. Either way, the burden is on the broker to fully educate their clients on all the options and set the proper expectations, explains Molfetta. “If sellers aren’t familiar with the concept of a pocket listing, I would expect that their area/location doesn’t warrant it. Savvy sellers know when they live in a hot market. They understand the value of having a strong broker with a large network. If they contract with the right agent, they can realize top dollar without the hassle of having every nosy neighbor or unqualified buyer through their home,” says Molfetta. The key for brokers, he adds, is to fully engage their networks and stay in regular contact. “This business is all about contact management. Certain sellers only go to top agents because they know they have the right buyer pool.” One effective way to cultivate your database is to communicate consistently with buyers after a deal is missed. “Agents who lose touch will lose deals (and) miss opportunities,” says Molfetta. “When someone misses out on a property, they might be willing to overpay for the next one. Regardless, people will not underpay for a pocket listing. If you’re a strong listing agent who controls a portion of the inventory, you provide added value to both the buyer and seller. For the buyer who wants into the neighborhood, you

offer the unique opportunity of finding a home before it hits the market. For the seller who is ready to list, you provide a pool of qualified buyers from months of successful marketing and proper lead capture. It’s a win-win.”

“About 40 percent of all of our deals are done off-market. It’s important for seller discretion, and some buyers don’t want photos of the home they’re purchasing on the internet.” – Lori Steele The Agency California seems to be a haven for pocket listings, where sellers are coming to their brokers and demanding it. Lori Steele is a specialist with Beverly Hills, Calif.-based The Agency, which launched a private national off-market platform last summer called The Pocket Listing Service (PLS). Steele says it’s been incredibly popular among sellers who value privacy and speed, and it helps all the agents under The Agency roof generate business for clients and cultivate their networks. Steele is involved with The Agency’s expansion through Orange County, Calif., and she says The PLS is a big part of the appeal. “About 40 percent of all of our deals are done off-market,” she says. “It’s important for seller discretion, and some buyers don’t want photos of the home they’re purchasing on the internet.” One strategy that Steele recommends for selling deep-pocket listings (where no digital footprint is

allowed) is for brokers to research the areas where new buyers in the client’s neighborhood tend to come from—and connect with those local brokers to find the next potential transplant. Since it’s all done out of town, Steele says it’s an effective way to keep any word-of-mouth from traveling around the client’s circle. Pacific Union International, another luxury real estate brand in the San Francisco Bay Area and Los Angeles, Calif., recently launched a different kind of pocket-listing marketplace called Private View, which allows buyers and sellers to privately view exclusively signed listings before they’re widely marketed to the public. Nick Segal, Pacific Union International president in Southern California, expects much of the inventory to come from developers who want to pocket-list their projects during different stages of construction. Of his company’s approximately $16 billion in annual sales, Segal says there’s already about $200 million of inventory listed in Private View—and the time on market has fluctuated from 10 days to three weeks. Soon, he expects the model will be rolled out in Northern California, where there’s strong demand for such off-market services. According to Segal, the growing demand for off-market sales is fueling a new kind of real estate economy. The winners of this trend, he says, will be the ones with consumer protections that structure the marketplace with contracts and allow for recourse if buyers change their minds. “Pocket listings are more casual, but the problem with casual is that it ends up hurting the consumer,” says Segal. “Our pocket listings are commission-defined, pricing-defined and more credible.” RE Andrew King is an RISMedia contributing editor.

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{RISMedia’s Great Spaces}

Spectacular Cityscapes In this month’s Great Spaces, we explore some of the most stunning urban homes currently making moves on the market. by Zoe Eisenberg

Zsa Zsa Gabor’s Legendary Bel Air Estate The extremely opulent estate of the late Hollywood legend Zsa Zsa Gabor has hit the market at an asking price of $23,450,000, listed by Jade Mills of Coldwell Banker Global Luxury. Aside from Gabor, a lavish socialite who purchased the property in 1974, the six-bedroom estate was home to Elvis Presley, and was originally built in 1955 for reclusive business magnate, pilot and film director Howard Hughes. The home’s rich past doesn’t stop there. In addition to being the setting of extravagant parties and so-

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cial events reportedly frequented by Queen Elizabeth II, Ronald Reagan, George H.W. Bush, Elizabeth Taylor and Frank Sinatra, the estate was also featured in HBO’s Liberace biopic “Behind the Candelabra” (2013) and in the Oscar-winning film “Argo” (2012). The posh, gated Bel Air pad is a stone’s throw from the city, with stunning 360-degree views of Downtown Los Angeles and the Pacific Ocean. The current estate contains much of its original style and grace, but upon its reintroduction to the market (it was last listed in 2013), it now includes completed, approved permits and plans to construct a

Chicago’s Vista Tower Exterior

new 24,020-square-foot, two-story, seven-bedroom, 10-bathroom residence. The current property offers high ceilings, formal living and dining rooms, a chef’s kitchen with a butler’s pantry and a master suite with a two-room closet. Outside, the second-story terrace includes a redcarpeted staircase that leads down to the patio and pool, which overlook the spectacular cityscape. Listed by: Jade Mills, Coldwell Banker Global Luxury Listed for: $23,450,000 Photos by: Coldwell Banker Global Luxury

Two-Story Chicago Penthouse Offers Epic Views How much would you shell out for a two-story condo in Chicago’s thirdtallest building? This recently sold 10,640-square-foot space in the Windy City’s prestigious Vista Tower was listed for a price as stunning as the space itself: $18.5 million. The penthouse is part of Vista Tower’s Sky 360 Residences, fullfloor customizable residential spaces featuring 360-degree panoramic views of the city and lakefront. This particular penthouse spreads out over the 71st and 72nd floors, with floor-to-ceiling windows, 11-foot ceilings and a private 8,000-square-foot outdoor terrace overlooking the entire lakefront. Listed by: Leila Zammatta, Magellan Realty Listed for: $18,500,000 Photos by: Magellan Development Group

Take in epic views from this posh Windy City penthouse. RISMedia’s REAL ESTATE September 2018 109

Elegant Park Avenue Property With Private Terrace New Yorkers, this one’s for you! This six-room, sunny Park Avenue apartment with a private terrace is currently listed for just shy of $6 million. Located at 1095 Park Avenue, the charming two-bedroom, three-bathroom unit has a grand terrace with double access from both the living and dining room, a wood-burning fireplace, a dining room complete with a wet bar and a decked-out chef’s kitchen. From the master bedroom, open your own set of French doors and step onto a Juliet balcony overlooking Park Avenue. Listed by: Harriet Kaufman, Warburg Realty Partnership, Ltd. Listed for: $5,895,000 Photos by: Warburg Realty

Captions

This stunning NYC spot mixes history with luxe updates.

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Miami’s Three-Story Penthouse Renaissance Mansion Nothing says “Welcome to Miami” quite like a three-story Italian Renaissance Mansion. This intricate penthouse, located at 600 Coral Way PH 15, sits in the posh Segovia Tower in Coral Gables. Stretching out over 8,492 square feet, the space has eight bedrooms, 11 baths, and a string of balconies overlooking Downtown Miami and Coconut Grove. Dripping with opulence, the home features stained glass windows, marble and cherry wood floors, crystal chandeliers, Venetian stucco walls and two-story Brazilian mahogany carved ceilings. Want more? You can also explore not one, but two kitchens, a wine cellar, a library and billiard room, Jacuzzi spa and pool,

as well as a media room. And you can even curl up beside a 30-foot fireplace.

Miami or Milan? Who cares with a space this gorgeous!

Listed by: Maggie Munoz, ONE Sotheby’s International Realty Listed for: $7,500,000 Photos by: ONE Sotheby’s RE RISMedia’s REAL ESTATE September 2018 111

{Ask the Experts}

Bill Scavone President & COO Weichert Real Estate Affiliates, Inc. www.weichertfranchise.com

How much does a winning culture contribute to the success of agents, and what are the key ingredients in building one?

A winning office culture can have a huge impact on your agents’ success and happiness. It’s also a selling point to potential agents and what helps retain the most talented ones. When the right culture is in place, it becomes attractive to others, and draws them in. But building a winning culture takes time and effort. As a company, you need to provide all the things necessary to help your agents go head-to-head

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with the competition and work together with them to be successful. At Weichert, we focus on building a collaborative, results-oriented culture to create a positive impact on agents, which positively impacts an office’s bottom line as a result. We provide yearround coaching to help our affiliate owners and their associates improve their skills, which leads to greater success—and greater success leads to winning, and winning is what builds a more positive, success-oriented work culture. After all, who doesn’t want to be part of a winning team? A culture of success and winning becomes magnetic, attracting people who want to be around other successful and motivated people. And this creates an atmosphere that clearly enhances retention. We’ve observed that when

you have that winning culture, everyone is so focused on their own success that they don’t get distracted—or obsess about—the competition. A company with a positive culture is also able to determine what tools and technology will truly add to their bottom line and that of their associates. They make those resources available and actually put them to work. By doing so, they’re not fixated on the next “magic pill” or what the competition is doing. Transparency is another key component of a winning office culture. That means being clear with what management expects of sales associates and staff, and making sure sales associates and staff know what can be expected in return from management. Making the expectations clear, and agreeing upon them before hiring, is one example of transparency. Having your sales associates, staff and management meet regularly to openly discuss what’s working and what isn’t is another. All of these things should be bound together by a set of core values you establish. These should not be mere words on a plaque, but an ingrained set of principles put into action in everyday situations. People know when what they value is (or isn’t) consistent with what the company values. If this is in alignment, a powerful, positive culture will thrive. RE

Q& A

Consumer Confidence Increased Marginally in July

he Conference Board Consumer Confidence Index® increased marginally in July, following a modest decline in June. The Index stood at 127.4 (1985=100) in July, up from 127.1 in June. The Present Situation Index improved from 161.7 to 165.9, while the Expectations Index declined from 104 in June to 101.7 in July.

“Consumer confidence gained marginal ground in July, after a modest decline in June,” says Lynn Franco, director of Economic Indicators at The Conference Board. “Consumers’ assessment of present-day conditions improved, suggesting that economic growth is still strong; however, while expectations continue to reflect optimism in the short-term economic outlook, back-to-back declines suggest consumers do not foresee growth accelerating.” Consumers’ assessment of current conditions improved further in July. Those stating business conditions were “good” increased from 37.2 percent to 38 percent, while those saying business conditions were “bad” declined from 11.5 percent to 10.1 percent. Consumers’

assessment of the labor market was also more favorable. Those claiming jobs were “plentiful” increased from 40.4 percent to 43.1 percent, while those claiming jobs were “hard to get” was virtually unchanged at 15 percent. Consumers’ optimism about the short-term outlook waned again in July. The percentage of consumers anticipating business conditions would improve over the next six months increased from 20.7 percent to 23.1 percent, but those expecting business conditions would worsen also rose, from 9.3 percent to 10.8 percent. Consumers’ outlook for the labor market was also mixed. The proportion expecting more jobs in the months ahead increased from 20

percent to 22.5 percent, but those anticipating fewer jobs also increased, from 13.1 percent to 15.7 percent. Regarding their short-term income prospects, the percentage of consumers expecting an improvement rose from 19.7 percent to 20.8 percent, but the proportion expecting a decrease also rose, from 7.9 percent to 9.2 percent. The monthly Consumer Confidence Survey®, based on a probability-design random sample, is conducted for The Conference Board by Nielsen, a global provider of information and analytics around what consumers buy and watch. The cutoff date for the preliminary results was July 19. RE Source: July 2018 Consumer Confidence Survey® RISMedia’s REAL ESTATE September 2018 113

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Top Training & Coaching | Top Tools & Technology | Top Resources & Services

Index of Preferred Providers The leading companies providing services to the real estate and relocation industries

RREIN Service Providers

ABR®..................................................................................... 116

Ascent Real Estate, Inc........................................................... 120

American Home Shield........................................................... 116

Berkshire Hathaway HomeServices Ambassador Real Estate... 120

Berkshire Hathaway HomeServices......................................... 116

Berkshire Hathaway HomeServices C. Dan Joyner, REALTORS®....120

Buffini & Company................................................................. 116

Berkshire Hathaway HomeServices Florida Realty................... 120

Century 21 Real Estate LLC.................................................... 116

Berkshire Hathaway HomeServices Fox & Roach, REALTORS®.....120

Certified New Home Specialist ............................................. 116

Berkshire Hathaway HomeServices Georgia Properties............ 120

CINC (Commissions Inc)......................................................... 116

Berkshire Hathaway HomeServices Nevada Properties............ 120

Cole Realty Resource............................................................. 116

Berkshire Hathaway HomeServices Select Properties.................120

Create for the Human............................................................. 116

Calcagni Real Estate.............................................................. 120

CRS Data............................................................................... 116

CENTURY 21 Award................................................................ 121

DocuSign............................................................................... 117

CENTURY 21 New Millennium................................................. 121

Engel & Völkers...................................................................... 117

Coach REALTORS®................................................................. 121

The Entrust Group.................................................................. 117

Coldwell Banker D’Ann Harper, REALTORS®............................. 121

ERA Franchise Systems, LLC................................................... 117

Coldwell Banker Kappel Gateway Realty.................................. 121

Homes & Land....................................................................... 117

Diane Turton, REALTORS®....................................................... 121

Homes.com........................................................................... 117

Fillmore Real Estate............................................................... 121

HomeSmart International....................................................... 117

First Team® Real Estate.......................................................... 121

HomeTeam Inspection Service................................................ 117

GARDNER, REALTORS®........................................................... 121

HSA Home Warranty............................................................... 117

Gloria Nilson & Co. Real Estate.............................................. 121

Leading Real Estate Companies of the World®........................ 117

J. Rockcliff REALTORS®........................................................... 121

Motto Franchising, LLC®......................................................... 118

Jordan Baris, Inc., REALTORS®................................................ 122

MoxiWorks............................................................................. 118

Kinlin Grover Real Estate........................................................ 122

National Association of REALTORS®........................................ 118

Long & Foster Real Estate, Inc................................................ 122

The Personal Marketing Company........................................... 118

Lusk & Associates Sotheby’s International Realty.................... 122

Pillar To Post Home Inspectors................................................ 118

McCOLLY Real Estate.............................................................. 122

Quicken Loans....................................................................... 118

Page Taft................................................................................ 122

Real Living Real Estate........................................................... 118

Patterson-Schwartz Real Estate.............................................. 122

Realogy Holdings Corp........................................................... 118

Randall, REALTORS®.....................................................................122

realtor.com®.......................................................................... 118

RE/MAX 440 and RE/MAX Central......................................... 122

Realtors Property Resource®.................................................. 119

RE/MAX Gateway................................................................... 122

Realty Executives International............................................... 119 Realty ONE Group.................................................................. 119 RE/MAX, LLC.......................................................................... 119 RISMedia’s Top 5 in Real Estate Network®.............................. 119 Top Producer® CRM................................................................ 119 Workman Success Systems.................................................... 119 Xpressdocs............................................................................ 119 Zillow Group........................................................................... 119 zipLogix.................................................................................. 119

RISMedia’s REAL ESTATE September 2018 115

ABR® (800) 648-6224 • www.rebac.net • Chicago, Ill. • Marc Gould, Executive Director Brokers are busy with many competing priorities. They should feel comfortable with their salespeople who have earned the ABR® designation when working with buyer-clients. Real estate professionals can hone their skills in representing the needs of homebuyers in real estate transactions and earn the coveted Accredited Buyer’s Representative (ABR®) designation, giving agents knowledge and confidence to navigate the market.

AMERICAN HOME SHIELD (800) 735-4663 • www.ahs.com/realestate As the founder and leader of the home warranty industry, American Home Shield is committed to providing our customers with protection for covered major components of the home systems and appliances that make a home work. The American Home Shield home warranty is included in more than 300,000 real estate transactions per year. And, as the nation’s largest home warranty company, we pay more service requests than any other home warranty company in the nation. That’s added up to more than $2 billion over the last five years. The Memphis-based company operates five customer service centers, employs more than 2,000 employees and has a national contractor network made up of more than 14,000 independent home-service contractors.

BERKSHIRE HATHAWAY HOMESERVICES (800) 666-6634 • www.berkshirehathawayhs.com Berkshire Hathaway HomeServices is a brand-new real estate brokerage network built for a new era in residential real estate. The network, among the few organizations entrusted to use the world-renowned Berkshire Hathaway name, brings to the market a definitive mark of trust, integrity, stability and longevity. The brand, grounded in the financial strength, efficiency and tradition of its HomeServices of America parent company, will change the face of residential real estate.

BUFFINI & COMPANY (800) 945-3485 • www.buffiniandcompany.com Headquartered in Carlsbad, Calif., Buffini & Company is the largest real estate coaching and training company in North America. Founded by real estate expert and master motivator Brian Buffini, the company provides a unique and highly effective lead generation system and comprehensive business coaching and training programs, which have helped entrepreneurs in 37 countries improve their business, increase net profit and enhance their quality of life.

CENTURY 21 REAL ESTATE LLC (877) 221-2765 • www.century21.com • Madison, N.J. • Nick Bailey, President & CEO Century 21 Real Estate LLC is a leading global residential franchise real estate sales organization, with over 8,800 independentlyowned and -operated franchised brokerages and more than 122,000 independent real estate professionals in 81 countries and territories worldwide. The Century 21® System capitalizes on brand marketing, promotions and sponsorships, and fundraising efforts with Easter Seals, to build brand awareness and preference. Technology initiatives include both English- and Spanish-language consumer websites, www.century21.com and www.century21. com/espanol, a recently redesigned intranet site, www.21Online. com, and the Century 21 Learning System®, a web-based learn-

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ing platform. Century 21 Real Estate LLC is a subsidiary of Realogy Holdings Corp.

CERTIFIED NEW HOME SPECIALISTTM (800) 428-1122 • www.sellnewhomes.com SellNewHomes.com is the online headquarters for Certified New Home Specialist™ and Residential Construction Certified™ training, sales systems and marketing tools, created by Dennis Walsh & Associates, Inc. Based in Newport Beach, Calif., the company is owned and operated by nationally recognized new home, real estate and construction experts Dennis and Teresa Walsh. The Walshes have established Certified New Home Specialist™ as the No. 1 brand of training and support products for new-home sales success. To learn more contactus@sellnewhomes.com.

CINC (COMMISSIONS INC) (855) 246-2717 • www.commissionsinc.com • Marietta, Ga. • Matt Hart, Director of Sales CINC is the premier lead acquisition and conversion marketing platform designed for top-producing teams, agents and brokers. Their solution includes a consumer website that integrates with local MLS data, a complete customer relationship platform for nurturing leads, and a trio of three mobile apps supporting all aspects of the home sale process. Each month, CINC generates over 290,000 new homebuyer and seller leads for its clients.

COLE REALTY RESOURCE (888) 231-0732 • www.colerealtyresource.com • Omaha, Neb. Cole Realty Resource helps thousands of agents and brokers find success. Agents can connect with neighborhoods to stay top of mind and promote open houses or Just Listed/Sold properties, while brokers use this tool to recruit, retain and cheerlead new agents, allowing for confident prospecting. All of this is achieved through a combination of innovative technology, industry knowledge of end-user practices and comprehensive data providers. Let us help you become a top agent today!

CREATE FOR THE HUMAN (914) 909-6701 • www.createforthehuman.com • John Lim Create for the Human is a groundbreaking philosophy from John Lim, CEO of Life In Mobile and an innovator in real estate technology, that helps real estate and real estate-related companies humanize their digital marketing. Through education about the implementation of four main principles, Create for the Human offers companies the opportunity to exponentially increase their marketing success and bottom line by reaching behind their consumers’ devices and screens to capture and truly engage buyers, sellers, brokers and agents.

CRS DATA www.crsdata.com Since 1989, CRS Data has provided you with a wealth of tax data. Our new, customized MLS Tax Suite integrates seamlessly into your MLS system and gives REALTORS® current tax data, detailed maps and robust features on all browsers and mobile devices. Find listings and FSBOs quickly, evaluate them effectively and give clients professional presentations. We’re proud to provide a personal customer service experience to support our intuitive MLS Tax Suite. Learn more by visiting www.crsdata.com.

DOCUSIGN (866) 219-4318 • www.docusign.com/nar • Seattle, Wash. • Suzanne Alberti, Marketing Campaigns Program Manager - Web DocuSign is part of the National Association of REALTORS®’ Second Century Ventures investment portfolio and is the official and exclusive provider of ESIGN services for NAR members under the REALTOR Benefits® program. Offering the exclusive REALTOR® Edition, DocuSign is the safe, secure way to electronically send, sign and store real estate documents. DocuSigned documents are legally binding and backed with an audit trail.

ENGEL & VÖLKERS (212) 234-3100 • www.evusa.com Since its beginning in 1977 as a specialty boutique providing exclusive, high-end real estateservices in Hamburg, Germany, Engel & Völkers has become one of the world’s leading companies specializing in the sale and lease of premium residential and commercial property, yachts and private aviation. Engel & Völkers currently operates a global network of over 10,000 real estate advisors in more than 30 countries, offering both private and institutional clients a professionally tailored range of luxury services. Committed to exceptional service, Engel & Völkers supports its advisors with an array of premium quality business services; marketing programs and tools; multiple platforms for mobile, social and web; as well as access to its global network of real estate professionals, property listings and market data. Each brokerage is independently-owned and -operated.

THE ENTRUST GROUP (800) 392-9653 • www.TheEntrustGroup.com The Entrust Group (“Entrust”) has been the industry leader in account administration services and education of Real Estate IRAs for 35 years. Entrust offers real estate brokers and agents a costeffective, individualized approach to retirement savings using a self-directed IRA account with the AgentIRA Program. As part of this program, Entrust works with real estate professionals by assisting their clients with the purchase of real estate investments with retirement funds. The AgentIRA Program provides real estate brokers a strategy to attract, develop and retain high-quality talent. Learn more at www.theentrustgroup.com/agentira.

ERA FRANCHISE SYSTEMS, LLC (800) 869-1260 • www.era.com • Madison, N.J. • Simon Chen, President & CEO Since 1971, ERA Franchise Systems, LLC, a global residential real estate leader, has set new standards in customer service, technology and training for the real estate industry. Top-notch offerings from ERA Real Estate include the Sellers Security® Plan, a comprehensive home protection plan, and ERA.com, its award-winning consumer website. The ERA network includes approximately 2,300 independently-owned and -operated offices with over 40,000 brokers and independent sales associates throughout the U.S and 32 other countries and territories. ERA Franchise Systems, LLC is a subsidiary of Realogy Holdings Corp.

HOMES & LAND (800) 726-6683 • www.HomesAndLand.com Homes & Land, one of the industry’s most trusted and recognized brands, offers real estate professionals a marketing solution that combines the prestige of print and a suite of digital products. With a network of 220+ magazines in communities throughout the U.S. and Canada, Homes & Land connects top agents and brokers with quali-

fied homebuyers and sellers. Publishers provide custom advertising in an upscale magazine, global reach through HomesAndLand.com, and website partners including The Wall Street Journal, The New York Times, duPont REGISTRY and Robb Report. Visit HomesAndLand.com/Magazine-Directory to find your local publisher.

HOMES.COM (866) 697-3308 • http://connect.homes.com/ Homes.com offers brand advertising, lead generation, online reputation and marketing solutions to connect you with over 12.5 million consumers monthly! With a high average visit time, consumers visiting Homes.com are more engaged and more likely to buy when compared to visitors of other national real estate websites. Connect with these motivated homebuyers and sellers with the most powerful suite of tools for your real estate business—and convert more leads to closed transactions.

HOMESMART INTERNATIONAL (800) 865-9025 • www.homesmartfranchise.com Founded in 2000, HomeSmart International is one of the fastestgrowing real estate companies in the nation with more than 130 offices in 20 states and more than 15,000 agents. HomeSmart International offers franchisees, brokers and agents efficiency and innovation, coupled with the systems and technologies necessary to succeed in today’s evolving real estate industry.

HOMETEAM INSPECTION SERVICE (844) HOMETEAM • www.hometeam.com You can depend on HomeTeam for a faster, more efficient home inspection every time. Unique to home inspection companies, HomeTeam brings a team of inspectors on-site. Each team member focuses on his or her area of expertise, which keeps us efficient and saves you time. Fast, Trusted and Accurate—that’s the HomeTeam promise. We invite you to experience the difference the team approach makes. For more information give us a call at 844.HOMETEAM or visit us online at hometeam.com.

HSA HOME WARRANTY (800) 367-1448 • www.onlinehsa.com • Madison, Wis. • Mike Clear, President HSA Home Warranty has provided outstanding products and service to real estate professional and homeowners for more than 34 years. The HSA Home Warranty helps sellers and buyers protect their budget from the cost of repairing or replacing the major home system components and appliances in their home. With HSA Home Warranty, your clients get reliable budget protection backed by exceptional service, and you, the real estate professional, get a provider who works hard to better serve you.

LEADING REAL ESTATE COMPANIES OF THE WORLD® (312) 424-0400 • www.LeadingRE.com Leading Real Estate Companies of the World® is a selective global community of the highest-quality independent real estate companies. We exist to make our members better by connecting them to opportunities and people around the globe, supporting them with a global referral network, professional development programs, and unique events. For more information on our 500 firms that span over 50 countries with 120,000 sales professionals, visit LeadingRE.com.

RISMedia’s REAL ESTATE September 2018 117

MOTTO FRANCHISING, LLC® (866) 668-8649 • www.mottomortgage.com • Denver, Colo. Created in 2016 as the second member of the RE/MAX Holdings, Inc. family of brands, Motto Franchising, LLC powers the growing network of independently-owned Motto Mortgage brokerages with a franchised business model structured primarily for real estate brokers interested in expanding into mortgage origination via an affiliated business. Motto Mortgage offices have access to loan products from top wholesalers and strong regulatory compliance support. The result is a different kind of business, created to innovate and disrupt the industry.

MOXIWORKS (206) 673-4591 • www.moxiworks.com MoxiWorks is a residential brokerage services company that makes agents significantly more productive and brokerages more profitable by helping them effectively run their businesses. MoxiWorks’ integrated tools are centered on a sphere-based selling process that drastically increases agents’ repeat and referral business, while lowering overall technology costs for the brokerage. Brokerages with MoxiWorks collectively sell over $72 billion worth of homes annually.

NATIONAL ASSOCIATION OF REALTORS® (800) 874-6500 • www.NAR.realtor • Chicago, Ill. • Bob Goldberg, CEO • Matt Lombardi, SVP, Marketing, Communications and Events •M arc Gould, SVP, Member Development • Mark Birschbach, SVP, Strategic Business Innovation and Technology • Karen Bebart, VP, Member Marketing and Communications The term REALTOR® identifies a real estate professional who is a member of the National Association of REALTORS® and subscribes to its strict Code of Ethics and Standards of Practice. NAR members have access to the REALTOR Benefits® Program, the official member benefits resource for discounts and special offers on products and services just for REALTORS®. Program partners are industry leaders who understand the unique needs of real estate professionals and are committed to your success. Visit www.nar.realtor/RealtorBenefits. NAR is also proud to make the .REALTOR domain available exclusively to members to help them stand out in the marketplace as the trusted source for real estate for consumers. Visit http://about.REALTOR. And, for a lifetime of learning, REALTOR® University can take your career to the next level with continuing education courses, earning a designation or certification, or a Master in Real Estate degree. Visit www.REALTORU.edu. The REALTOR® Store features print and ePublications, including top-selling “The Little Red Book: Safety Rules to Live by for REALTORS®” and the “2017 NAR Profile of Home Buyers & Sellers.” Visit www.NAR.realtor/Store. Additionally, NAR’s venture capital arm, Second Century Ventures, has invested in companies that push forward innovation in the real estate industry and can benefit NAR’s members. Visit www.secondcenturyventures.com.

THE PERSONAL MARKETING COMPANY (800) 458-8245 • www.tpmco.com • Lenexa, Kan. The Personal Marketing Company creates marketing systems for agents to become known in their market and attract clients for long-term success. Our marketing development team brings proven marketing expertise, cutting-edge technology and personal service to develop customized marketing solutions which can include:

118 September 2018 RISMedia’s REAL ESTATE

direct mail, email marketing, contact management, prospecting and farming, newsletter programs, FSBO and expired campaigns, client follow-up systems and marketing planning services.

PILLAR TO POST HOME INSPECTORS (800) 294-5591 • www.pillartopost.com • Tampa, Fla. · Alice Soon, Marketing Founded in 1994, Pillar To Post is the No. 1 home inspection brand in North America with over 550 franchisees located in 49 states and nine Canadian provinces. The Pillar To Post difference includes a printed on-site report allowing for faster closings, each inspector carrying $1 million in E&O insurance to cover both the agent and the broker, and convenient scheduling options to meet every client’s needs.

QUICKEN LOANS (866) 718-9842 • AgentRelations@QuickenLoans.com For more than 30 years, Quicken Loans has been celebrated for providing an amazing mortgage experience. In fact, J.D. Power ranked Quicken Loans highest in client satisfaction for mortgage origination the last eight years. Along with being the second largest mortgage lender, Quicken Loans leads the industry in technology with Rocket Mortgage, the first-ever completely online mortgage experience. Whether applying for a mortgage online or with a mortgage banker, Quicken Loans is committed to client experience.

REAL LIVING REAL ESTATE (866) 373-6228 • www.realliving.com Real Living Real Estate is a full-service real estate brokerage network with a comprehensive and integrated suite of resources for franchisees and their sales professionals, as well as the consumers who work with them. The Real Living brand has been recognized by Entrepreneur magazine. Real Living Real Estate is a network brand of HSF Affiliates LLC, majority owned by HomeServices of America, Inc., a Berkshire Hathaway affiliate.

REALOGY HOLDINGS CORP. (973) 407-7470 • www.realogy.com • Madison, N.J. • Nick Renda, Corporate Communications Realogy Holdings Corp. (NYSE: RLGY) is a global leader in residential real estate franchising with company-owned real estate brokerage operations doing business under its franchise systems as well as relocation and title services. Realogy’s brands and business units include Better Homes and Gardens® Real Estate, CENTURY 21®, Coldwell Banker®, Coldwell Banker Commercial®, The Corcoran Group®, ERA®, Sotheby’s International Realty®, ZipRealty®, NRT LLC, Cartus, Title Resource Group and ZapLabs LLC. Collectively, Realogy’s franchise system members operate over 15,600 offices with approximately 294,000 independent sales associates doing business in 115 countries and territories worldwide.

ENGAGE WITH REALTOR.COM® (800) 878-4166 • www.realtor.com Realtor.com® is real estate’s most accurate site, with listings pulled directly from over 850 MLSs and most listings updated every 15 minutes. Homes for sale on realtor.com® only display the real listing price established between seller and broker, not inaccurate machine-generated estimates. Visit realtor.com®.

REALTORS PROPERTY RESOURCE®

TOP PRODUCER® CRM

(888) 914-7771 • http://blog.narrpr.com • Chicago, Ill. Marty Frame, President • Jeff Young, COO Realtors Property Resource® (RPR) is a national, parcel-centric database that is a free, exclusive benefit for REALTOR® members of the National Association of REALTORS®. The database provides REALTORS® with all available information about every parcel of residential and commercial property in the United States, giving brokers and agents valuable tools and features to make them better informed in order to increase their efficiency in the marketplace.

(800) 821-3657 • www.TopProducer.com Top Producer® CRM is the super fast, super easy real estate marketing system that makes it a breeze to build your loyal client base. Keep your sales pipeline running smoothly, follow up automatically, and manage your business in minutes with Top Producer® CRM.

REALTY EXECUTIVES INTERNATIONAL (800) 252-3366 • www.RealtyExecutives.com • Scottsdale, Ariz. Established in 1965, Realty Executives International is one of the largest and most established real estate franchise systems in the world, with over 8,000 agents and 500 offices globally. The company offers disruptive, flexible pricing models for unrivaled mobile technology, business tools, training and service, while providing protected territories to qualified franchisees. The privately-held company has been ranked as a leader in the real estate industry by publications like Entrepreneur, Success and Inc. magazines.

REALTY ONE GROUP (949) 346-9549 • www.RealtyONEGroup.com • Lou Gonzalez, President, Realty ONE Group Affiliates Known as the UNbrokerage, Realty ONE Group is the fifth-largest real estate brokerage and one of the fastest-growing real estate franchisors in the nation. With over 10,000 real estate professionals across the country and global expansion on the horizon, Realty ONE Group empowers real estate professionals with business tools, technology, coaching and 24/7 support that aligns with the brand’s core belief in being pro-agent with a YOU-First Focus. One-hundred percent family-owned and debt-free since day ONE, Realty ONE Group is committed to creating a dynamic “coolture” that focuses on helping their professionals achieve greater success, faster, and continues opening doors for their clients, real estate professionals, and franchise owners every day.

RE/MAX, LLC (303) 770-5531 • www.remax.com • Denver, Colo. RE/MAX was founded in 1973 by Dave and Gail Liniger, who still manage the company today. From a single office in Denver, Colo., RE/MAX has grown to be a global real estate franchise network with more than 100,000 sales associates in nearly 100 countries. The consumer website remax.com is consistently ranked among the most visited real estate websites, and LeadStreet provides referrals to RE/MAX sales associates with no fees from RE/MAX. To learn how RE/MAX can take your career to the next level, visit www.joinremax.com.

RISMEDIA’S TOP 5 IN REAL ESTATE NETWORK® (203) 853-2167 • www.Top5inRealEstate.com RISMedia’s Top 5 in Real Estate® is a membership network of leading real estate professionals who wish to “raise the bar.” Top 5 in Real Estate is a network of select real estate professionals from throughout the U.S. and Canada who have met the Top 5 in Real Estate’s stringent series of various career qualifications and who are committed to the future development of their professional skills and services to the consumers and the communities they serve.

WORKMAN SUCCESS SYSTEMS (385) 282-7112 • www.workmansuccesssytems.com • Salt Lake City, Utah Workman Success Systems delivers comprehensive team solutions to agents, brokers, and companies, private and group coaching solutions for every level of business, and proven seven-figure income-earning systems, creating operational excellence. Workman Success Systems Founder, Master Coach and Speaker Verl Workman delivers the necessary performance skills, the latest and most effective tools, and proven dialogues and systems that work in order to achieve top performance and industry excellence. To hire Verl to speak at your next event, visit www.workmansuccess. com/speaking. Sign up for a free coaching consult by going to www.workmansuccess.com/consult.

XPRESSDOCS (866) 977-3627 • www.xpressdocs.com • Fort Worth, Texas As a trusted direct marketing provider for real estate professionals, Xpressdocs produces high-quality marketing materials efficiently and economically—from print and digital to mailing services and a custom technology platform, Xpressdocs has you covered. Our unique marketing platform helps clients maintain control over branding, the quality of the materials used and messaging, all while providing a self-serve online website to customize and order marketing materials and execute campaigns at the local level.

ZILLOW GROUP www.zillow.com Zillow Group houses a portfolio of the largest real estate- and homerelated brands on the web and mobile. The company’s brands focus on all stages of the home lifecycle: renting, buying, selling, financing and home improvement. Zillow Group is committed to empowering consumers with unparalleled data, inspiration and knowledge around homes, and connecting them with the right professionals to help, and helping real estate agents, lenders and rental professionals maximize business opportunities and connect with consumers.

ZIPLOGIX (866) 693-6767 • www.zipLogix.com With more than 20 years of experience developing real estatefocused software solutions and used by more real estate professionals than any other program, zipLogix has been established as the industry standard. This experience delivers a completely integrated real estate solution system that is led by zipForm® Plus, the exclusive and official forms software of the National Association of REALTORS®.

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RREIN Member Profiles ASCENT REAL ESTATE, INC. (619) 325-4100 • www.ascentrealestate.net Owned and operated in San Diego since 2005, Ascent Real Estate embodies an enviable combination of entrepreneurial energy, comprehensive industry experience, and local market knowledge. This mix lets Ascent “out national” its local competition, thanks to its exceptional professional team and world-class infrastructure, and “out local” the national competition, thanks to its laser-like focus on the specific markets in which it operates. Our highly productive sales team of approximately 140 agents has elevated Ascent as a leader in marketshare in the Metro San Diego area. Our agents receive ongoing training and education, and they go above and beyond to deliver the diligent and ethical standard of care we are committed to providing. And, as an exclusive San Diego affiliate of Leading Real Estate Companies of the World®, Ascent Real Estate is a hyper-local brokerage with a global reach.

BERKSHIRE HATHAWAY HOMESERVICES AMBASSADOR REAL ESTATE (402) 493-4663 • (800) 477-7653 www.BHHSamb.com • agents@BHHSamb.com Berkshire Hathaway HomeServices Ambassador Real Estate is dedicated to providing progressive, quality real estate services in Nebraska’s metropolitan Omaha and Lincoln surrounding areas. We service all types of markets: single-family residential, new construction, condos, corporate relocation, third-party relocation, acreages and commercial real estate. With approximately 400 licensed agents, we have an agent to meet your needs regardless of the style, price or age of the property you are looking for. We look forward to helping you sell your home or find that dream home you are looking for. We believe in each other and ourselves. We understand that trust is earned and that good, professional service is an essential part of that.

BERKSHIRE HATHAWAY HOMESERVICES C. DAN JOYNER, REALTORS® (800) 476-6650 · www.cdanjoyner.com Locally-owned and -operated, Berkshire Hathaway HomeServices C. Dan Joyner, REALTORS® has been serving communities in Upstate South Carolina since 1964. With more than 400 agents on board and 10 offices serving the Greenville, Spartanburg and Anderson areas, we are ready to assist with any commercial and residential real estate need. In addition to residential and commercial sales, we also offer corporate services, relocation and property management. With a passion for fostering long-term relationships with our customers and clients while upholding the highest level of professionalism, it’s easy to see why we’ve been the No. 1 real estate company in the Upstate for more than 20 years.

BERKSHIRE HATHAWAY HOMESERVICES FLORIDA REALTY (954) 693-0100 • (800) 386-1554 www.BHHSFloridaRealty.com • Sunrise, Fla. • Rei Mesa, CRS, CRB, President & CEO Berkshire Hathaway HomeServices Florida Realty serves 21 counties throughout Florida with over 40 locations and approximately 1,750 sales professionals. The full-service brokerage company, founded in 1999, is a subsidiary of Lennar Corporation, a Fortune 500 company, and is a franchise member of the Berkshire Hathaway HomeServices network. The company offers residential and commercial services as well as seasonal rentals, property manage120 September 2018 RISMedia’s REAL ESTATE

ment, REO & foreclosures, corporate relocations, referral services, title, home warranty plans, and personal concierge services. Berkshire Hathaway HomeServices Florida Realty ranks among the Top 10 in the network nationwide and is the overall No. 1 fundraiser for The Sunshine Kids Foundation in Florida, having generated more than $3.5 million since 2001.

BERKSHIRE HATHAWAY HOMESERVICES FOX & ROACH, REALTORS® (610) 889-7705 • www.foxroach.com Now the nation’s second-largest provider of total home services, Berkshire Hathaway HomeServices Fox & Roach, REALTORS® has 4,000 sales associates in 65 sales offices throughout the Tri-State area. Through its affiliate, the Trident Group, the company provides one-stop shopping and facilitated services to its clients, including mortgage financing and title, property and casualty insurance. For more information, go to www.foxroach.com.

BERKSHIRE HATHAWAY HOMESERVICES GEORGIA PROPERTIES (770) 992-4100 • www.BHHSGeorgia.com Berkshire Hathaway HomeServices Georgia Properties has 22 locations and 1,100 agents, and is an independently-operated subsidiary of HomeServices of America, Inc., a Berkshire Hathaway affiliate, and a franchisee of BHH Affiliates, LLC. Under the leadership of CEO Dan Forsman, the company is known for innovation and delivering exceptional value to associates and their clients. Berkshire Hathaway HomeServices Georgia Properties was ranked No. 1 in homes sold, buyers represented and overall transactions in 2014, 2013, 2012, 2011 and 2010 for the Greater Metro Atlanta area.

BERKSHIRE HATHAWAY HOMESERVICES NEVADA PROPERTIES (800) 735-4488 • www.BHHSNV.com With more than 260,000 homes sold and 35 years in the industry, Berkshire Hathaway HomeServices Nevada Properties is the leader in Las Vegas real estate. Consistently rated among the top brokers in the nation, our agents successfully help families find their dream homes. With six area offices, Berkshire Hathaway HomeServices Nevada Properties is a full-service brokerage focused on quality service and the development of its agents. Call today to see how we can help increase your business.

BERKSHIRE HATHAWAY HOMESERVICES SELECT PROPERTIES (314) 835-6000 • www.bhhsselectstl.com Since 2002, Berkshire Hathaway HomeServices Select Properties has helped keep the St. Louis real estate market local. With 11 offices in the metro area, Berkshire Hathaway HomeServices Select ranks as the No. 1 locally-owned real estate firm in St. Louis. Berkshire Hathaway HomeServices Select prides itself on providing the highest quality real estate brokerage services to its clients and customers and in being recognized in the community for high standards and ethics.

CALCAGNI REAL ESTATE (203) 272-1821 • www.calcagni.com • www.land-consulting.com Calcagni Associates is the premier independently-owned and -operated real estate company servicing Central Connecticut for over four decades. We understand the benefits of providing service that goes beyond what is expected and pride ourselves on establishing lifelong relationships with our clients. In addition to residential real estate, we also specialize in land consulting and new construction, and have divisions that handle bank-owned properties and commercial real estate.

CENTURY 21 AWARD

DIANE TURTON, REALTORS®

(800) 293-1657 • www.century21award.com CENTURY 21 Award is the premier Southern California-based, full-service real estate company serving San Diego, Orange, San Bernardino, and Riverside counties from 15 distinctive office locations. Our 1,000 professional agents and staff are fully equipped to assist you with all of your real estate needs. Our services include residential, commercial, relocation, property management and bank-owned properties.

(877) 388-7866 • www.dianeturton.com Founded in 1985, the Diane Turton, REALTORS® name has earned renowned recognition as the premier real estate company in the markets that they serve. With 18 strategic locations on the New Jersey shoreline, the Diane Turton brand is the recognized leader in providing complete residential and commercial real estate ownership services and support. Diane Turton, REALTORS® caters to all real estate requirements, including title, insurance, relocation and referral services. The company is staffed with nearly 375 sales associates along with a full-time management/support team.

CENTURY 21 NEW MILLENNIUM (800) 727-6888 • www.c21nm.com CENTURY 21 New Millennium is a full-service real estate brokerage in the Greater Washington, D.C. area. The company, which specializes in residential and luxury properties, joined the CENTURY 21® System in 1998 and has established a sound and successful organization providing traditional residential and commercial services, on-site mortgage, title, and property management, and access to a vast network of relocation and other real estate service providers worldwide. It has earned the status of No. 1 CENTURY 21 Firm in the World for the past three years. With 18 locations and approximately 750 real estate professionals, New Millennium is consistently included in REALTOR® Magazine’s Top 100 Companies List for all real estate firms nationwide regardless of brand. It is also a past winner of the prestigious Cartus Masters Cup, the Network’s highest honor. The Cartus Broker Network is the largest relocation network in the world and includes more than 775 handselected brokerages in the United States.

COACH REALTORS® (800) 321-7356 x139 • www.coachrealtors.com · LP Finn, Operating Officer, LP@coachrealtors.com Coach REALTORS® is a Long Island-based, full-service real estate company with 18 office locations and over 600 sales associates serving Nassau and Suffolk counties, N.Y. Coach REALTORS® is an exclusive affiliate of Christie’s Great Estates, a division of the famed auction house, and a member of Leading Real Estate Companies of the World®, and has been recognized by Who’s Who in Luxury Real Estate for over 14 years.

COLDWELL BANKER D’ANN HARPER, REALTORS® (210) 483-7002 • www.cbharper.com Coldwell Banker D’Ann Harper, REALTORS® is the largest full-service real estate company serving the entire Greater San Antonio metropolitan area, New Braunfels, Boerne, Bandera, Kerrville, Fredericksburg and Hill Country markets, representing buyers and sellers in all phases of their transactions. Since opening in 1986, the company has become a trusted name in the real estate industry. With eight offices, over 350 sales associates and over 100 support staff, the company’s extensively trained representatives have knowledge and expertise to service all aspects of the real estate business. Core services include global relocation, property management and rentals, commercial sales and leasing and mortgage financing.

COLDWELL BANKER KAPPEL GATEWAY REALTY (844) 861-5631 • www.KappelGateway.com Coldwell Banker Kappel Gateway Realty was created through the merger of Kappel & Kappel Realty, Inc. and Solano Gateway Realty, Inc. Both firms, founded in 1972, are the market leaders in Solano County, combining more than $600 million in sales dollar volume and welcoming more than 240 agents in seven offices, with branch offices in Vacaville, Fairfield, Dixon and Green Valley. Eighty-five percent of our business is derived from returning and referred clients, a true testament to our clients’ high level of satisfaction with our services and our trusted real estate professionals.

FILLMORE REAL ESTATE (800) 528-6673 • www.fillmore.com Fillmore Real Estate is the New York metro area’s largest independently-owned real estate broker. Specializing in Brooklyn, Staten Island, Bronx and parts of Westchester, Fillmore has residential, commercial and rental divisions. For more information, visit us at www.fillmore.com or call us at (800) 528-6673.

FIRST TEAM® REAL ESTATE (888) 236-1943 • www.FirstTeam.com First Team® Real Estate is the No. 1 privately-held real estate company in Southern California with 2,000 agents and employees across 60 locations. First Team wins marketshare in any economic climate through innovation and proprietary marketing tools, and by successfully targeting the luxury market with First Team Estates®. Contact First Team today to find out how we have helped thousands of families realize their dream of homeownership— and how we can help you find yours.

GARDNER, REALTORS® (800) 566-7801 • www.GardnerRealtors.com Since 1943, GARDNER, REALTORS® continues our tradition of excellence as the leading full-service real estate company in the Southeast Louisiana and Southern Mississippi Region. The GARDNER Real Estate Family includes over 800 real estate professionals in 24 neighborhood offices that serve over 100 communities. Our professional services include residential and commercial sales and leasing, relocation and corporate services, asset management/REO and property management, plus the convenience and added value of one-stop shopping for mortgage, title and home warranty services. We are proud to be home grown, locally-owned and internationally known. Also, we love to give back to the communities we serve through GARDNER LOVE, which is the philanthropic arm of GARDNER, REALTORS® and The Gertrude Gardner Foundation.

GLORIA NILSON & CO. REAL ESTATE (732) 450-2300 • www.glorianilson.com Gloria Nilson & Co. Real Estate, a Berkshire Hathaway affiliate, has been a revered real estate company for over 40 years. We are known for our representation and commitment to providing clients with the highest level customer service. With our exclusive Christie’s International Real Estate affiliation and Leading Real Estate Companies of the World® membership, we have a unique combination of worldwide expertise and regional connections. Our clients expect a world-class experience provided by skilled, knowledgeable agents, and we deliver consistently on that expectation.

J. ROCKCLIFF REALTORS® (925) 251-2501 • www.rockcliff.com • www.rockliffcares.com J. Rockcliff REALTORS®, located east of San Francisco, is the East Bay’s premier real estate company. Recently named No. 1 in residential sales (in the East Bay) by the San Francisco Business RISMedia’s REAL ESTATE September 2018 121

Times, J. Rockcliff specializes in service. With leading-edge technology, state-of-the-art marketing across multiple mediums, the most experienced management team in the Bay Area and dedicated, ethical and professional agents, our goal is to provide a client experience that is second to none. With almost 600 agents and nine offices, J. Rockcliff REALTORS® is the fastest-growing real estate company in the East Bay.

JORDAN BARIS, INC., REALTORS® (800) 4-JBARIS • (973) 736-1600 • www.JordanBaris.com info@jordanbaris.com Founded in 1952, Jordan Baris Inc., REALTORS® is among the most respected full-service real estate brokerages in Northern New Jersey. With a team of close to 150 associates, the firm operates offices in West Orange and South Orange, with teams focused on Essex, Morris, Union and Hudson counties. Jordan Baris, Inc. offers real estate brokerage to buyers and sellers of residential and commercial properties, developers, tenants and landlords; title services through JB Title Agency, LLC; and global relocation services through its membership with the Leading Real Estate Companies of the World®.

KINLIN GROVER REAL ESTATE (508) 420-1130 • www.kinlingrover.com Kinlin Grover has 16 real estate offices covering Cape Cod from the bridges to Provincetown, specializing in the marketing and sale of waterfront, village, commercial properties and fine homes. From the very beginning, the Kinlin Grover mission has remained constant: “to help our clients make the best real estate decisions and to uphold the highest standards of ethics and professionalism.” In addition, Kinlin Grover Vacation Rentals is the largest real estate firm on Cape Cod with over 600 privately-owned Cape Cod vacation rental homes. We value every client and pledge to deliver unsurpassed service as trusted advisors, expert facilitators and skilled negotiators.

LONG & FOSTER REAL ESTATE, INC. (866) 677-6937 ∙ www.LongandFoster.com Long & Foster Real Estate, the nation’s No. 1 independent brand by sales volume, is part of The Long & Foster Companies, a subsidiary of HomeServices of America, a Berkshire Hathaway affiliate. HomeServices is the nation’s second-largest real estate brokerage and one of the largest providers of integrated real estate services. Long & Foster Real Estate is the exclusive affiliate for Christie’s International Real Estate throughout select parts of the Mid-Atlantic and Northeast, and it is a founding affiliate of Leading Real Estate Companies of the World, a prestigious global network of real estate professionals that includes the Luxury Portfolio International division. Long & Foster Real Estate has over 220 offices, stretching from Raleigh, N.C., to Fair Haven, N.J., and from Martinsburg, W. Va., to the Atlantic Ocean, and it represents more than 11,000 agents in seven Mid-Atlantic and Northeast states, plus the District of Columbia. The company, which has a productive commercial business in addition to its residential side, sold more than $31.2 billion worth of homes and helped people buy and sell homes nearly 88,000 times in 2016. Visit www.LongandFoster. com for more information.

LUSK & ASSOCIATES SOTHEBY’S INTERNATIONAL REALTY (717) 291-9101 • www.LuskandAssociates.com When you work with Lusk & Associates Sotheby’s International Realty, you can count on specialists who can answer your questions, apply in-depth knowledge of current market conditions, and access extensive resources that can expedite the sale of your home.

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MCCOLLY REAL ESTATE (800) 348-2100 x206 • www.mccolly.com Since 1974, McCOLLY Real Estate has found your place to call home, from the shores of Lake Michigan in Northwest Indiana to Lake Street Beach in Chicago. McCOLLY is a proud LeadingRE member with bilingual agents in 14-plus languages among 450plus REALTORS® in 18 offices. McCOLLY Companies is the One Source for All Purpose Real Estate with its ancillary companies of McColly Insurance, Community Title, McCOLLY Auctions, McCOLLY Bennett Commercial, McCOLLY New Homes Division and Luxury Home Portfolio™.

PAGE TAFT (203) 453-6511 • www.pagetaft.com Since opening its Guilford office in 1980, Page Taft has expanded its presence with offices in the historic towns of Madison and Essex, Conn. Page Taft agents foster long-term relationships with clients based on a strong foundation of trust and an unsurpassed commitment to excellence. These unique strengths set us apart from our competitors and make us your most valuable resource in fulfilling your real estate needs.

PATTERSON-SCHWARTZ REAL ESTATE (877) 456-4663 • www.pattersonschwartz.com pattersonschwartz@psre.com Patterson-Schwartz Real Estate is Delaware’s largest independent REALTOR® with over 50 years of service to the Delaware real estate market and surrounding communities in nearby Pennsylvania and Maryland. With nine offices and 415 sales associates, we are committed to excellence, integrity and quality service. We offer a full range of services, including residential home sales, purchase and rental, relocation services and property management.

RANDALL, REALTORS® (401) 364-3388 • www.randallrealtors.com Randall, REALTORS® has been a consistent leader in the marketing of Southern New England properties for more than 28 years. Specializing in waterfront properties and second homes, our agents boast a 98.5 percent client satisfaction rating. Through our extensive marketing network, we offer tremendous exposure for our property listings and continue to deliver successful sales and representation for our clients. In addition, Randall, REALTORS®’ Vacation Rental Department offers a large selection of vacation rental properties serving the Southern Rhode Island shoreline and Eastern Connecticut.

RE/MAX 440 AND RE/MAX CENTRAL (215) 453-7653 • www.pahomesforsale.com • Tom Skiffington, Broker/Owner, tom@tomskiffington.com RE/MAX 440 and RE/MAX Central is a first-class, professional real estate company. Our goal is to provide the most prompt, courteous and professional services to all our customers and clients. We are the leading RE/MAX in Pennsylvania and Delaware with the highest sales volume and transactions. RE/MAX 440/Central has 10 different offices in Bucks, Montgomery and Lehigh counties.

RE/MAX GATEWAY (703) 652-5760 • www.gateway2realestate.com The real estate market is ever changing. It takes constant evaluation, review of recent trends to forecast a potential future and education of agents through mastermind groups and real estate information exchanges. These are areas in which we excel at RE/MAX Gateway. Contact us today if you are looking to advance your career in real estate through a multitude of educational experiences and resources, or if you need real estate advice in order to make informed decisions when buying and selling houses.

YOUR BROKER-TO-BROKER SOURCE FOR REFERRALS FROM REAL ESTATE’S LEADING RESIDENTIAL BROKERAGE COMPANIES CALIFORNIA Ascent Real Estate, Inc. 410 Kalmia St., San Diego, CA 92101 Contact: Gina Lancelot • Tel: (619) 325-4100 Email: info@ascentrealestate.net • URL: www.ascentrealestate.net Coverage Areas: San Diego Offices: 9 • Associates: 180 CENTURY 21 Award - Orange County 22342 Avenida Empresa, Ste. 110, Rancho Santa Margarita, CA 92688 Contact: Joshua Tucker, Director of Relocation Services Tel: (760) 217-2491 (Toll Free) • Fax: (619) 374-2706 Email: jtucker@century21award.com Coverage Areas: Orange County Offices: 15 • Associates: 1,200 CENTURY 21 Award - San Diego, Riverside 7676 Hazard Center Dr., Ste. 300, San Diego, CA 92108 Contact: Joshua Tucker, Director of Relocation Services Tel: (760) 217-2491 (Toll Free) • Fax: (619) 374-2706 Email: jtucker@century21award.com Coverage Areas: San Diego, Southern Riverside Offices: 15 • Associates: 1,200 Coldwell Banker Kappel Gateway Realty 750 Mason St., Ste. 101, Vacaville, CA 95688 Contact: Rachel Guerin Tel: (707) 427-5344 or (844) 861-5631 • Fax: (707) 446-9830 Email: info@kappelgateway.com • URL: www.KappelGateway.com Coverage Areas: Vacaville, Benicia, Davis, Dixon, Fairfield, Napa, Rio Vista, Suisun City Vallejo and Winters, Calif. Offices: 7 • Associates: 240 First Team® Real Estate 108 Pacifica Ave., Ste. 300, Irvine, CA 92618 Contact: Gayle D. Glew CRP, CRB, Director, Relocation and Corporate Services Tel: (855) 858-8028 (Toll Free) Email: gayleglew@firstteam.com • URL: www.firstteam.com Coverage Areas: Southern California counties of Orange, Riverside, Los Angeles, San Bernardino and San Diego Offices: 36 • Associates: 1,865 J. Rockcliff REALTORS® Headquarters Office: 4115 Blackhawk Plaza Circle, Ste. 201, Danville, CA, 94506 Contact: Robin Dickson, CRS, GRI, Executive Vice President Tel: (925) 251-2501 (O), (925) 324-1323 (C), 877-JRCKCLF (572-2523) (TF) Email: rdickson@rockcliff.com • URL(s): www.rockcliff.com • www.rockliffcares.com Coverage Areas: Alameda County: Alameda, Albany, Berkeley, Castro Valley, Dublin Emeryville, Fremont, Hayward, Livermore, Newark, Oakland, Piedmont, Pleasanton, San Leandro, Sunol, Union City; Contra Costa County: Alamo, Antioch, Bethel Island, Brentwood, Byron, Canyon, Clayton, Concord, Crockett, Danville, Diablo, Discovery Bay, El Cerrito, El Sobrante, Hercules, Lafayette, Martinez, Moraga, Oakley, Orinda, Pinole, Pittsburg, Pleasant Hill Port Costa, Richmond, Rodeo, San Pablo, San Ramon, Walnut Creek; San Joaquin County: Country Club, Lathrop, Lodi, Manteca, Mountain House, Stockton, Tracy, Silicon Valley/San Jose area

CONNECTICUT Calcagni Real Estate 330 South Main St., Cheshire, CT 06410 Contact: Steven Calcagni, President Tel: (203) 272-1821 ext. 302 Email: Steven_Calcagni@calcagni.com • URL: www.calcagni.com Coverage Areas: New Haven County, Central Connecticut Offices: 4 • Associates: 140

Page Taft 89 Whitfield St., Guilford, CT 06437 Contact: Karen Stephens, Executive VP • Tel: (203) 453-6511 Email: kstephens@pagetaft.com • URL: www.pagetaft.com Coverage Areas: Connecticut Offices: 3 • Associates: 60 Randall, REALTORS® 4009 Old Post Rd., Charleston, RI 02813 Contact: Jean Fournier, Dir. of Relocation & Referral Services Tel: (401) 486-9677 Email: jfournier@randallrealtors.com • URL: www.randallrealtors.com Coverage Areas: Connecticut and Rhode Island Offices: 9 • Associates: 175

DELAWARE Berkshire Hathaway HomeServices Fox & Roach, REALTORS® 1 International Plaza, Ste. 100, Philadelphia, PA 19113 Contact: Linda Zanzinger, Vice President, Relocation/REO Services Tel: (610) 595-3149 Email: Linda.Zanzinger@foxroach.com • URL: www.foxroach.com Coverage Areas: Greater Philadelphia Region, Greater Allentown and Easton Region, Southeast Pa., Southern and Central N.J., Northern Del. Offices: 65 • Associates: 4,000 Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+ Patterson-Schwartz Real Estate 7234 Lancaster Pike, Ste. 220B, Hockessin, DE 19707 Contact: Brian Pomije, Relocation Manager Tel: (302) 234-3600 (Office) • (302) 234-5207 (Direct) • (800) 443-2295 (Toll Free) Email: bpomije@psre.com • URL: pattersonschwartz.com Coverage Areas: Delaware (New Castle, Kent and Sussex counties), Pennsylvania (Chester and Delaware counties), Maryland (Cecil, Kent and Harford counties) Offices: 9 • Associates: 415

FLORIDA Berkshire Hathaway HomeServices Florida Realty 1580 Sawgrass Corporate Pkwy., Ste. 400, Sunrise, FL 33323 Contact: Rei Mesa, CRS, CRB, President & CEO Tel: (954) 693-0100 or (800) 386-1554 • Fax: (954) 236-6962 Email: ReiMesa@BHHSFloridaRealty.com Relocation Contact: Sharon Sapp, Vice President, Relocation, Referrals & REOs Email: sharonsapp@BHHSFloridaRealty.com • URL: www.BHHSFloridaRealty.com Coverage Areas: 21 counties throughout Florida, including Southeast Florida, Southwest Florida and Orlando area Offering mortgage, title, insurance, home service plans and 1031 exchange services Offices: 40 • Associates: 1,750

GEORGIA Berkshire Hathaway HomeServices Georgia Properties 863 Holcomb Bridge Rd., Roswell, GA 30076 Contact: Kathy Connelly, SVP Corporate Services • Tel: (678) 352-3321 Email: Kathy.Connelly@BHHSGeorgia.com • URL: www.BHHSGeorgia.com Coverage Areas: Metro Atlanta and North Georgia Offices: 22 • Associates: 1,100 RISMedia’s REAL ESTATE September 2018 123

ILLINOIS McCOLLY Real Estate 800 Deer Creek Dr., Schererville, IN 46375 Contact: Deborah Horton, CRP, RCC, Director of Referral/Relocation Services Tel: (800) 348-2100 ext. 206 Email: dhorton@mccolly.com • URL: www.mccolly.com Coverage Areas: Alsip, Aroma Park, Beecher, Blue Island, Bourbonnais, Bradley, Burbank, Burnham, Calumet City, Channahon, Chicago, Chicago Ridge, Clearing, Country Club Hills, Crest Hill, Crestwood, Crete, Evergreen Park, Flossmoor, Frankfort, Glenwood, Grant Park, Harvey, Hazel Crest, Hegewisch, Hickory Hills, Homewood, Kankakee, Lansing, Lemont, Lockport, Lynwood, Manteno, Matteson, Mokena, Momence, Monee, Morgan Park, Mount Greenwood, New Lenox, Oak Lawn, Orland Hills, Orland Park, Palos Heights, Palos Hills, Palos Park, Park Forest, Peotone, Richton Park, Riverdale, Roseland, Steger, Tinley Park, University Park, Worth Offices: 18 • Associates: 450+

RE/MAX Gateway 4090B Lafayette Center Dr., Chantilly, VA 20151 Contact: Scott MacDonald, President Tel: (703) 652-5760 • (703) 727-6900 (Cell) Email: scottmacdonald@remax.net • URL: www.gateway2realestate.com Coverage Areas: Virginia, Washington, D.C., Maryland Offices: 6 • Associates: 170

MASSACHUSETTS Kinlin Grover Real Estate 4 Wianno Ave., Osterville, MA 02655 Contact: Lucy Cundiff, Director of Agent Services Tel: (508) 420-1130 Email: lcundiff@kinlingrover.com • URL: www.kinlingrover.com Coverage Areas: Southeastern Massachusetts Offices: 16 • Associates: 275

INDIANA McCOLLY Real Estate 800 Deer Creek Dr., Schererville, IN 46375 Contact: Deborah Horton, CRP, RCC, Director of Referral/Relocation Services Tel: (800) 348-2100 ext. 206 Email: dhorton@mccolly.com • URL: www.mccolly.com Coverage Areas: Beverly Shores, Cedar Lake, Chesterton, Crown Point, DeMotte, Dyer, Dune Acres, East Chicago, Gary, Griffith, Hammond, Hebron, Highland, Hobart, Kouts, La Porte, Lake Station, Lake Village, Lakes of Four Seasons, Long Beach, Lowell, Merrillville, Michiana Shores, Michigan City, Miller Beach, Morocco, Munster, Ogden Dunes, Otis, Portage, Porter, Rensselaer, Roselawn, Schererville, Schneider, St. John, Sumava Resorts, Thayer, Valparaiso, Westville, Wheatfield, Whiting, Winfield Offices: 18 • Associates: 450+

LOUISIANA GARDNER, REALTORS® 3332 N. Woodlawn Ave., Metairie, LA 70006 Contact: Nancy Harmann, Director of Relocation & Corporate Services Tel: (504) 200-5080 • (504) 402-9567 (Cell) • (800) 256-5677 (Toll Free) Email: NHarmann@GardnerRealtors.com • URL: www.GardnerRealtors.com Coverage Areas: Southeast Louisiana, including Greater New Orleans and Greater Baton Rouge, and Southern Mississippi, including the MS Gulf Coast Offering a full range of services including Residential, Commercial, Leasing, New Homes, REO, and Loss Mitigation; plus individual and corporate Relocation, Property Management and National/International Referral Network services Offices: 24 • Associates: 800

MARYLAND CENTURY 21 New Millennium 5990 Kingstowne Towne Center, Alexandria, VA 22315 Contact: Todd Hetherington, CEO • Tel: (800) 382-1101 • Fax: (703) 822-0136 Relocation Contact: Jeff Hetherington, Director of Relocation Email: move@c21nm.com • URL: www.c21nm.com Coverage Areas: Northern Virginia, Washington, D.C., and the Southern Maryland markets. Our areas of expertise range from Fortune 500 executives to specialized training in military and government relocation. Offices: 16 • Associates: 700+ Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

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MISSISSIPPI GARDNER, REALTORS® 3332 N. Woodlawn Ave., Metairie, LA 70006 Contact: Nancy Harmann, Director of Relocation & Corporate Services Tel: (504) 200-5080 • (504) 402-9567 (Cell) • (800) 256-5677 (Toll Free) Email: NHarmann@GardnerRealtors.com • URL: www.GardnerRealtors.com Coverage Areas: Southeast Louisiana, including Greater New Orleans and Greater Baton Rouge, and Southern Mississippi, including the MS Gulf Coast Offering a full range of services including Residential, Commercial, Leasing, New Homes, REO, and Loss Mitigation; plus individual and corporate Relocation, Property Management and National/International Referral Network services Offices: 24 • Associates: 800

MISSOURI Berkshire Hathaway HomeServices Select Properties 1650 Des Peres Rd., Ste. 205, Saint Louis, MO 63131 Contact: Angie Ignatowski, Relocation Director Tel: (314) 835-6000 • (314) 835-6050 (Direct) Email: aignatowski@bhhsselectstl.com • URL: www.bhhsselectstl.com Coverage Areas: St. Louis City, St. Louis County, St. Charles County, Jefferson County, Lincoln County Offices: 11 • Associates: Over 500

NEBRASKA Berkshire Hathaway HomeServices Ambassador Real Estate 13340 California St., Omaha, NE 68154 Contact: Katie Adams, CRP, GMS, VP Corp. Relocation & Business Development Tel: (800) 477-7653 or (402) 547-5137 Email: Katie.adams@BHHSamb.com • URL: www.BHHSamb.com Coverage Areas: Omaha and Lincoln Metropolitan Area, including Omaha, Bellevue, Ralston, LaVista, Papillion, Gretna, Elkhorn, Fremont, Lincoln, Council Bluffs and surrounding communities

NEVADA Berkshire Hathaway HomeServices Nevada Properties 3185 St. Rose Pkwy., Ste. 100, Henderson, NV 89052 Contact: Eileen Mitchell, Dir. of Relocation & Referral Services Tel: (800) 735-4488 Email: relo@BHHSNV.com • URL: www.BHHSNV.com Coverage Areas: Las Vegas, North Las Vegas, Henderson, Summerlin and Pahrump Offices: 6 • Associates: 1,050

NEW JERSEY Berkshire Hathaway HomeServices Fox & Roach, REALTORS® 1 International Plaza, Ste. 100, Philadelphia, PA 19113 Contact: Linda Zanzinger, VP, Relocation/REO Services

Tel: (610) 595-3149 Email: Linda.Zanzinger@foxroach.com • URL: www.foxroach.com Coverage Areas: Greater Philadelphia Region, Greater Allentown and Easton Region, Southeast Pa., Southern and Central N.J., Northern Del. Offices: 65 • Associates: 4,000 Diane Turton, REALTORS® 511 Forman Ave., Point Pleasant Beach, NJ 08742 Contact: Dawn Fetherston, Director of Relocation & Corporate Services Tel: (877) 388-7866 Email: info@dianeturton.com • URL: www.dianeturton.com Coverage Areas: Monmouth County, Ocean County and Middlesex County (N.J.) Member Organizations: Leading Real Estate Companies of the World®, Luxury Portfolio, Luxury Real Estate Offices: 18 · Associates: 375 Gloria Nilson & Co. Real Estate 826 Alexander Rd., Princeton, NJ 08540 Contact: Patricia (Tricia) Kobos Tel: (888) 467-MOVE (Relocation Line) • (609) 750-7605 (Direct) Email: pkobos@glorianilson.com • URL: www.glorianilson.com Coverage Areas: Mercer, Middlesex, Monmouth, Morris, Ocean and Somerset counties, N.J.; Bucks County, Pa. Offices: 23 • Associates: 700+ Jordan Baris, Inc., REALTORS® 50 Mt. Pleasant Ave., West Orange, NJ 07052 Contact: Carol Abdo, Relocation Director Tel: (973) 736-1600 (Office) • (800) 4-JBARIS (Toll Free) Fax: (973) 736-5159 Email: relocation@jordanbaris.com • URL: www.jordanbaris.com Coverage Areas: Essex, Union, Hudson and Morris counties. Specifically West Orange, South Orange, Maplewood, Livingston, East Hanover, Roseland, Short Hills, Montclair, Bloomfield, Belleville, Newark, East Orange, Orange, Irvington, Jersey City, North Bergen, Union, Vauxhall, Parsippany-Troy Hills Offices: 2 • Associates: 150 Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

NEW YORK Coach REALTORS® 66 Gilbert St., Northport, NY 11768 Contact: Jose Matos, Inbound Referral Coordinator Tel: (800) 321-7356 ext. 138 Email: jmatos@coachrealtors.com URL: www.coachrealtors.com/buying-and-sellin/relocation.cfm The Coach REALTORS® Relocation Department understands the complexities and challenges of employee transfers and is very responsive to the many needs of relocating families. Coach’s relocation division is supported by three full-time referral coordinators: Jose Matos, Kathy Brandofino and Roseanne Tourto. These three professionals draw upon more than 50 years of combined relocation experience in order to make the client transition a comfortable one. Offices: 19 • Associates: 650+

Coldwell Banker Prime Properties 10 Osgood Ave., Green Island, NY 12183 Contact: R. James Long, Broker/Owner Tel: (518) 640-4008 • Fax: (518) 456-8980 Email: jim.long@ColdwellBankerPrime.com Coverage Areas: New York State, primarily Capital Region and Central New York Offices: 16 • Associates: 500 Fillmore Real Estate 2990 Avenue U, Brooklyn, NY 11229 Contact: John Reinhardt, President/CEO • Tel: (800) 528-6673 Email: JohnReinhardt@Fillmore.com • URL: www.fillmore.com Coverage Areas: Brooklyn, Staten Island, Bronx and parts of Westchester Offices: 16 • Associates: 400

NORTH CAROLINA Coldwell Banker Advantage 7610 Six Forks Rd., Ste. 100, Raleigh, NC 27615 Contact: Benina Drake, CRP, SVP Relocation & Referral Services Tel: (800) 274-5345 • (919) 846-3330 (Direct) Email: BDrake@AdvantageCB.com • URL: AdvantageCB.com Coverage Areas: Apex, Cary, Clayton, Creedmoor, Chapel Hill, Durham, Falls Lake, Fayetteville, Ft. Bragg area, Henderson, Holly Springs, Knightdale, Lake Gaston, Lillington, McGee’s Crossroads, Pinehurst, Pittsboro, Pope Air Force Base area, Raleigh, Southern Pines, Wake Forest and Zebulon Offices: 17 • Associates: 325 Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

PENNSYLVANIA Berkshire Hathaway HomeServices Fox & Roach, REALTORS® 1 International Plaza, Ste. 100, Philadelphia, PA 19113 Contact: Linda Zanzinger, Vice President, Relocation/REO Services, Tel: (610) 595-3149 Email: Linda.Zanzinger@foxroach.com • URL: www.foxroach.com Coverage Areas: Greater Philadelphia Region, Greater Allentown and Easton Region, Southeast Pa., Southern and Central N.J., Northern Del. Offices: 65 • Associates: 4,000 Gloria Nilson & Co. Real Estate 826 Alexander Rd., Princeton, NJ 08540 Contact: Patricia (Tricia) Kobos Tel: (888) 467-MOVE (Relocation Line) • (609) 750-7605 (Direct) Email: pkobos@glorianilson.com • URL: www.glorianilson.com Coverage Areas: Mercer, Middlesex, Monmouth, Morris, Ocean and Somerset counties, N.J.; Bucks County, Pa. Offices: 23 • Associates: 700+ Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

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Lusk & Associates Sotheby’s International Realty  100 Foxshire Dr., Lancaster, PA 17601 Tel: (717) 291-9101 • Fax: (717) 393-2336 Contact: Sandy Zercher Email: sandra.zercher@sothebysrealty.com • URL: www.LuskandAssociates.com Coverage Areas: Lancaster County, Pennsylvania; Susquehanna Valley, Pennsylvania; South Central Pennsylvania Offices: 1 • Associates: 40

Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

RE/MAX 440 and RE/MAX Central 701 West Market St., Perkasie, PA 18944 Contact: Tom Skiffington, Broker/Owner • Tel: (215) 453-7653 or (215) 643-3200 Email: tom@tomskiffington.com URLs: www.pahomesforsale.com • www.lehighvalleyrealestate.com Coverage Areas: Pennsylvania counties: Bucks, Berks, Delaware, Chester, Montgomery, Lehigh, North Hampton, and New Jersey Offices: 10 • Associates: 170

RHODE ISLAND Randall, REALTORS® 4009 Old Post Rd., Charleston, RI 02813 Contact: Jean Fournier, Dir. of Relocation & Referral Services Tel: (401) 486-9677 Email: jfournier@randallrealtors.com • URL: www.randallrealtors.com Coverage Areas: Connecticut and Rhode Island Offices: 9 • Associates: 175

SOUTH CAROLINA Berkshire Hathaway HomeServices C. Dan Joyner, REALTORS® 745 N. Pleasantburg Dr., Greenville, SC 29607 Contacts: Karen Taylor, Director of Relocation, (864) 678-5244, ktaylor@cdanjoyner.com, Jo Anne Conner, Network Mgr., (864) 678-5227, jconner@cdanjoyner.com, URL: www.cdanjoyner.com Brookfield GRS, SIRVA, AIReS Relocation, Graebel, MI Group Coverage Areas: Greenville, Greer, Taylors, Duncan, Spartanburg, Mauldin, Simpsonville, Fountain Inn, Powdersville, Easley, Piedmont, Anderson Offices: 10 • Associates: 400+

TEXAS Coldwell Banker D’Ann Harper, REALTORS® 18756 Stone Oak Pkwy., Ste. 301, San Antonio, TX 78258 Contact: Pam Poitevent, Sr. VP Relocation Services Tel: (800) 521-1408 (Toll Free) • (210) 483-7035 (Direct) Email: ppoitevent@cbharper.com • URL: www.cbharper.com Coverage Areas: San Antonio metropolitan area including New Braunfels, San Marcos, Seguin, Spring Branch, Bulverde, Canyon Lake, Schertz, Universal City, Boerne, Bandera, Kerrville and surrounding areas Offices: 8 • Associates: 350+

VIRGINIA CENTURY 21 New Millennium 5990 Kingstowne Towne Center, Alexandria, VA 22315 Contact: Todd Hetherington, CEO • Tel: (800) 382-1101 • Fax: (703) 822-0136 Relocation Contact: Jeff Hetherington, Director of Relocation Email: move@c21nm.com • URL: www.c21nm.com Providers of world class real estate services in the Northern Virginia, Washington, D.C., and the Southern Maryland markets. Our areas of expertise range from Fortune 500 executives to specialized training in military and government relocation. Offices: 16 • Associates: 700+

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WASHINGTON, D.C. CENTURY 21 New Millennium 5990 Kingstowne Towne Center, Alexandria, VA 22315 Contact: Todd Hetherington, CEO • Tel: (800) 382-1101 • Fax: (703) 822-0136 Relocation Contact: Jeff Hetherington, Director of Relocation Email: move@c21nm.com • URL: www.c21nm.com Providers of world class real estate services in the Northern Virginia, Washington, D.C., and the Southern Maryland markets. Our areas of expertise range from Fortune 500 executives to specialized training in military and government relocation. Offices: 16 • Associates: 700+ Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+ RE/MAX Gateway 4090B Lafayette Center Dr., Chantilly, VA 20151 Contact: Scott MacDonald, President Tel: (703) 652-5760 • (703) 727-6900 (Cell) Email: scottmacdonald@remax.net • URL: www.gateway2realestate.com Coverage Areas: Virginia, Washington, D.C., Maryland Offices: 6 • Associates: 170

WEST VIRGINIA Long & Foster Real Estate, Inc. Headquarters Office: 14501 George Carter Way, Chantilly, VA 20151 Contact: Vicki Hamp, SVP of Corporate Real Estate Services Tel: (800) 335-0356 Email: Vicki.Hamp@LongandFoster.com • URL: www.LongandFoster.com Coverage Areas: Delaware, Maryland, New Jersey, North Carolina, Pennsylvania, Virginia, Washington, D.C., and West Virginia Offices: 220+ • Associates 11,000+

INDEX OF SERVICE PROVIDERS ABR®...................................................................................10

Pillar To Post Home Inspectors...........................................2

American Home Shield...................................................13

Quicken Loans..................................................................19

Asian Real Estate Association of America (AREAA)....64

Real Estate Express...........................................................58

Berkshire Hathaway HomeServices.............................. IBC

Realtors Property Resource®...........................................31

CENTURY 21 Affiliated.....................................................BC

Realty ONE Group............................................................14

Century 21 Real Estate LLC.............................................17

RE/MAX, LLC................................................................... IFC

Clareity..............................................................................21 Create for the Human...................................11, 20, 45, 84

RISMedia’s Automated Content Engagement (ACE)...................................................................9, 78-79, 127

Homes & Land..................................................................57

RISMedia’s Content Solutions.........................................74

Homes.com........................................................................7

RISMedia’s Real Estate Newsmakers...............................5

HSA Home Warranty................................................................ 1

RISMedia’s Top 5 in Real Estate Network®.............71, 114

Leading Real Estate Companies of the World®...........22-23

Sherri Johnson...................................................................82

National Association of Hispanic Real Estate Professionals (NAHREP)®..................................................43

Stewart Title.......................................................................86

National Association of REALTORS®............................8, 27

Women in the Housing and Real Estate Ecosystem NAWRB...............................................................................40

National Association of REALTORS e-PRO® Certification.........................................................24 ®

Weichert Real Estate Affiliates, Inc...........................38, 60

Workman Success Systems........................................77, 81

The Personal Marketing Company..........................46, 62

RISMedia’s Automated Content Engagement

We write it. We post it. You take all the credit.

Learn more at ace.rismedia.com

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REALTOR® Safety: Every Client, Every Day, Every Time

ore than a decade ago, the National Association of REALTORS® (NAR) launched the REALTOR® Safety Program to educate its

members on the potential risks they face while on the job. While September is dedicated as REALTOR® Safety Month, this topic deserves attention every day of the year. For real estate professionals, staying safe requires knowledge, awareness and empowerment on many different fronts. Brokerage owners and managers play a particularly important role in establishing safety protocols and sharing resources with their agents. Talk to them about safety on the job, and tell them about the safety tools and options available to them. Emphasize the importance of implementing safety protocols with every client, every day, every time. Beneficial Safety Resources To simplify and support brokers’ efforts to educate agents about safety, NAR developed a wealth of materials, all compiled in one convenient location: NAR.realtor/safety. Below are four steps you can take to spread the importance of REALTOR® safety with your agents, and to learn more about the resources available from NAR. 1. Attend NAR’s 2018 REALTOR® Safety Webinar Habits to Keep You Safe on the Job Year-Round Presented by: Cheryl Knowlton, REALTOR® When: Wednesday, Sept. 12 at 1 p.m. CST In this free webinar, an industry expert explains how to minimize risks and stay safe in your day-to-day business interactions. For more details and to register, visit NAR.realtor/safety/safety-webinars. 2. Watch and share NAR’s newest safety video Videos are a great tool for raising agent safety awareness and educating consumers about your safety protocols. NAR has compiled over a dozen videos on a wide variety of safety issues, including the newest topic, “Personal Safety Tips for Real Estate Professionals,” which can be viewed at NAR.realtor/safety/videos. In three short minutes, this new video quickly and

128 September 2018 RISMedia’s REAL ESTATE

effectively highlights safety procedures that every real estate professional should incorporate into their daily routine and follow with every client. Be sure to watch it and share it with your agents. 3. Utilize customizable safety tools for brokers NAR has compiled several safety-related forms you can tailor to your office: • Agent Identification Form • Agent Itinerary • Office Safety Action Plan • Prospect Identification Form To access these and other materials for brokers, visit NAR.realtor/safety/resources-for-associations-andbrokerages. 4. Check out additional tips and tools NAR offers many additional safety resources at NAR.realtor/safety. Find help on: • Planning your safety strategy • Finding safety educators for in-person training • Locating safety articles, organized by category • Identifying more webinar recordings and videos And follow us (@NARdotRealtor) on Facebook, Twitter and Instagram to repost our weekly safety tips and keep safety top of mind. Continue the Conversation However you decide to talk about safety with your agents, it’s important to keep the conversation going beyond REALTOR® Safety Month. Together, we can help real estate professionals understand and learn how to avoid the risks we face—steps that can mean the difference between life and death. Start today by sharing this article with your agents and help ensure safety is always top of mind. RE

Keep your agents safe year-round! Learn more and access all of NAR’s REALTOR® Safety resources at NAR.realtor/safety.

GROW YOUR CAREER WITH GROWTH EXPERTS. Join one of the fastest-growing real estate networks in the U.S. and see what the Berkshire Hathaway HomeServices name can do for your career.

ÂŠ2018 BHH Affiliates, LLC. Real Estate Brokerage Services are offered through the network member franchisees of BHH Affiliates, LLC. Most franchisees are independently owned and operated. Berkshire Hathaway HomeServices and the Berkshire Hathaway HomeServices symbol are registered service marks of HomeServices of America, Inc.ÂŽ Information not verified or guaranteed. If your property is currently listed with a broker, this is not intended as a solicitation. Equal Housing Opportunity. BHH Affiliates, LLC, 18500 Von Karman, Suite 400, Irvine, California 92612 (949) 794-7900. For New York Residents: This advertisement is not an offering. An offering can only be made by a prospectus filed first with the Department of Law of the State of New York. Such filing does not constitute approval by the Department of Law. For Minnesota Residents: BHH Affiliates, LLC is registered in the State of Minnesota, Registration number F-7072.

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www.CENTURY21Affiliated.com ÂŠ2018 CENTURY 21 Affiliated. Equal Housing Opportunity. Each office is independently owned and operated.