ARIZONA EDITION
4 Qualities of EXCEPTIONAL EMPLOYEES SUCCESS– These 7 Habits Are the Real Secret to Success COVER STORY
ANGELA HORGA
Developing Your PRICING PHILOSOPHY 6 Things All SUCCESSFUL NEGOTIATORS Do Every Player is Valuable: HOW TO BOOST YOUR TEAM’S MORALE
ARIZONA EDITION
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ANGELA HORGA
CONTENTS 4) 4 QUALITIES OF EXCEPTIONAL EMPLOYEES
15) 6 THINGS ALL SUCCESSFUL NEGOTIATORS DO
6) SUCCESS–THESE 7 HABITS ARE THE REAL SECRET TO SUCCESS
18) DEVELOPING YOUR PRICING PHILOSOPHY 22) EVERY PLAYER IS VALUABLE: HOW TO BOOST YOUR TEAM’S MORALE
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4 Qualities of Exceptional Employees Hiring a new employee is one of the more stressful parts of being a business owner. After all, you’re taking someone on and trusting that they’ll not only be a valuable addition to the team, but won’t do anything to hurt your business’s hard earned reputation. Sometimes a person comes in and you click right away, and other times you might be blown away by an impressive resume. But there are things you should look for that might not be as obvious at first. Employees that have the following qualities are ones you should seek out, because they will definitely be well worth the time and energy you invest in them. 4
1. They have the confidence to be innovative There’s a reason people are drawn to those who think outside the box. Not only do innovations often lead to an extremely profitable business, even when that thinking doesn’t pan out, creative thinking is something that will energize your business and will motivate more employees to start taking chances. Innovative thinkers also usually have great leadership skills. Ironically, you want an employee who isn’t afraid to speak up to authority and is someone who knows how to bend the rules without breaking them. They know that
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the success of the team and business is what’s most important, as long as it’s done ethically and with respect for everyone involved.
2. They are constantly reviewing their past performance A good employee looks forward, but they also look back. They are always evaluating what worked and what didn’t work in past performances and then adjusting their plans going forward accordingly. If they are coming off a big win, they know how to capitalize on that by using the momentum and cementing in everyone’s minds the value that they add to the team. If things didn’t go as planned, they assess what they can do better next time, and they don’t get bogged down in insecurity. They take responsibility and they have confidence that they won’t repeat past mistakes. They know that failure is a temporary state, and are able to learn lessons from their mistakes, that will make them a better employee going forward. While no one wants to fail, having the confidence to try something and fail will one day let you strike gold. Someone who lets failure shut them down, leads to a dead end and will soon make them a dead weight on your team.
3. They value teamwork Even though an exceptional employee might be a rising star, they realize that success is Top Agent Magazine
not an individual endeavor, it relies strongly on who you’re working with. Exceptional employees make sure that everyone is contributing and valued for their input. They put the interests of the company above their own, and thrive in an environment where ideas and information are shared freely. Shared success is the ultimate goal for every project. Exceptional employees have the confidence to know that even when they’re not singled out for praise, they’re an irreplaceable component of a larger machine.
4. They are self-motivated learners A key thing to remember is that while experience is a valuable commodity, intelligence and intellectual curiosity is usually something that can’t be taught. Yes, you might request employees get additional training or attend seminars, but exceptional employees will be seeking out educational opportunities constantly. Even if they don’t have a lot of money for weekend retreats, they will be getting books from the library, downloading audiobooks, and most importantly, taking advantage of one their greatest resources, YOU. Exceptional employees know that the way to stay ahead is to always be at the forefront of new technology and systems. They don’t see educating themselves as a burden, they actually enjoy it. They realize that everything they take in, will one day make them not only an exceptional employee, but an exceptional boss as well.
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Success– These 7 Habits Are the Real Secret to Success What is it that makes some people so successful and others not? Is there a secret recipe one can follow, as easy as baking a cake, which will give them the strength to achieve their ultimate goals and have it all? The answer is that, in a manner, there is. The trick is in how you think about success and what it means for you. Many people define success as achieving their personal goals, but could this be leading them to look at the world a little too narrowly? The people that are truly successful in every aspect of 6
their lives don’t stop at simply achieving their personal goals. They succeed in many avenues of their life, including their job, relationships, health, and family just to name a few. It turns out that ultra-successful people tend to have quite a number of things in common. One main skill many seem to possess is high emotional intelligence, or the ability to manage your emotions so that you can stay calm and focused even in high
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stress situations. Luckily, it seems not all of them are simply born with this ability, but have many strategies they use to help them achieve higher emotional intelligence. Here are seven strategies and habits that will help you achieve success in every area of your life.
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BE COMPOSED The first thing successful people always seem to have under control is their composure. Successful people stay calm and composed when the going gets tough and fingers start pointing. They don’t panic. The secret? They understand that in life things are always changing. It doesn’t matter if something is bad at the moment because that will change soon enough. In this topsy turvy life all you can really do is adapt in order to stay happy and remain in control of how you react.
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BE KNOWLEDGEABLE Have you ever noticed how successful people always seem to have such a wide range of knowledge and interests? Successful people do know more because they are always working to grow and learn. They strive to constantly increase their self-awareness. If a spare moment exists, then they will fill it with some kind of self-education. They do this because they are passionate about learning new things and ways to improve their life. Ignore the fear of being judged and ask questions, because that is the only way you can learn. Successful people don’t
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fear asking questions. They fear not asking those questions and growing stagnant.
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BE DELIBERATE It is important to think and reason before you come to a decision. Successful people don’t rush. They seek out advice from other, they think of all the aspects, and sleep on their thoughts before finally making their decision. Your gut instinct can be misleading, and lead you to make a rash decision that you will come to regret later.
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BE CERTAIN, AND SPEAK WITH CONVICTION Successful people speak with certainty. Unless you communicate your ideas with conviction and certainty, then you will have a hard time getting people to listen to them.
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BE POSITIVE Successful people use positive body language when they are talking to other people. Their tone is enthusiastic, they maintain eye contact, leaning in towards the person speaking to show interest. Successful people use it to draw those other people in. How you say something can be just as if not more important that what you say to people. Positive body language can completely alter how your speech is perceived by others, and helps to keep attention on you and what you are saying.
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BE MEMORABLE BY LEAVING A STRONG FIRST IMPRESSION You only have once to make a first impression, and they are incredibly important, as they are closely ties to positive body language. You have around 7 seconds to convince a person to like you after you initially meet them. That is how long it takes them to decide when they meet you. After that a person is simply spending the rest of the conversation justifying that initial reaction they had. You can make sure you make a good first impression by having strong posture, a firm handshake, a warm smile, and open shoulders.
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BE FEARLESS Successful people know that to give in to fear is a choice. They don’t let the fear take over, instead focusing on the rush of euphoria that comes with conquering fears. All of this adds up to having a high emotional intelligence. What helps you to succeed is the ability to control those whirlwind emotions so you can stay calm and focused on actually succeeding. These habits can help you gain a higher emotional intelligence, but as you probably already know, anything involving dealing with your emotions in a healthy manner takes serious work. So, don’t give up if you fail the first time. You must always try and try again.
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ANGELA HORGA Top Agent Magazine
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Serving all of Maricopa County, Arizona, Angela Horga works solo and spearheads her business under the banner of Century 21 Northwest. ANGELA HORGA Before she became a decorated agent, Angela Horga honed her real estate insights as an appraiser for ten years. Eight years ago, she made the decision to expand her offerings to residential sales and has since established herself as a consummate professional. In fact, Angela has been honored with a host of accolades over the course of her career, including 2017’s ranking as a Century 21 Top 50 Agent in the Southwest Region and as the third-highest producer in her company. She has also built a reputation for people-centric service, deep regional knowledge, and follow-through that goes above and beyond. Serving all of Maricopa County, Angela works solo and spearheads her business under the banner of Century 21 Northwest. 10 Copyright Top Agent Magazine
Drawing upon her eight years of experience, Angela has amassed a repeat and referral rate that constitutes 80% of her overall business. At the root of her success, Angela cites passion and personalized service as the foremost motivators of her business model and working style. “I genuinely care about my clients and I treat them as if they were family,” Angela says. “I have such a passion for helping clients find their dream home. Buying a home is likely the biggest investment a client will ever make, and it’s so exciting to be part of that process.” In addition to the enthusiasm she brings to her work, Angela also emphasizes the importance of responsive communication, attentiveness, and authentic relationships. To that end, Angela serves as an enduring resource for clients long after the closing Top Agent Magazine
table has been reached, cementing her status as a valuable counselor and ally. “I always go the extra mile, even if it’s after the transaction is complete,” Angela says. “My clients know they can call me and I’ll drop everything and go help them. After all, every client I’ve worked with has touched my heart in some way. Everyone has a story and you never know what that person went through to be where they are.” Top Agent Magazine
When it comes to marketing properties, Angela applies her appraiser’s eye to ready homes prior to market. After decluttering and staging 11 Copyright Top Agent Magazine
efforts have been made, professional photography is incorporated to showcase homes in their most alluring light. From there, vidCopyright Top Agent Magazine Copyright 12
eos and virtual tours provide an immersive online presentation for prospective buyers, while wide exposure is secured through social media and prime visibility among the leading online listing platforms. Whether aiding buyers or sellers, Angela’s years of experience, positive outlook, and patented Jersey flair endear her to clients and net hard results along the way. To give back to her community at large, Angela gives to the Phoenix Children’s Top Agent Magazine
Hospital and organizations supporting research and relief for Alzheimer’s Disease, a cause close to her heart. In her remaining free hours beyond the office, Angela most enjoys quality time spent with family and friends and cheering on her favorite football team. Top Agent Magazine
Looking toward the future, Angela has plans to continue growing her business steadily, and is in the midst of training her son to join the ranks and join her enterprise. She is also in the midst of taking an American Sign Language course to expand her offerings to clients in the greater Phoenix Copyright Top Agent Magazine 13
community she calls home. Finally, with nearly two decades of service in the realm of real estate, Angela considers what she enjoys most about her work: serving others. “I love to watch my clients’ eyes light
up when they find that perfect home,” Angela reflects. “It is so gratifying to be part of that process to make someone’s dream come true. That’s a touchdown in real estate!”
To learn more about Angela Horga email AngelaMHorga@gmail.com, visit her website at angelamhorga.com, http://
call (480) 695 – 9128, or visit her Facebook page here. www.facebook.com/AngelaMontyCentury21/
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6 Things All Successful Negotiators Do If you think about it, you’ve been negotiating your whole life. As a kid you negotiated constantly with your family, your teachers, and your classmates. If you’re a parent, you’re negotiating probably more than you ever have in your life. But it’s one thing to negotiate staying up late on a school night, people oftentimes have trouble translating those real world negotiation skills into the business world. But the truth is there are a lot similarities. Expert negotiators all have skills and techniques they bring to the table. It’s quite possible you also have them, and don’t even realize Top Agent Magazine
it. Here’s a look at some traits that are common among expert negotiators.
1. They keep emotion out of the process It’s very easy to feel frustrated, angry and defensive during a negotiation process. But when emotions run high, it’s often difficult to respond with logic and reason. This can be especially difficult if the person you’re negotiating with tries to escalate the situation. As the saying goes, keep calm and carry on. You
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have an end goal in mind, and getting heated won’t help you meet it. If things don’t go your way, remember it’s not personal. Best to leave the table with no hard feelings. Hopefully even though you may not have gotten what you’ve wanted this time around, you’ve established a foundation for success at your next try.
2. They’re reasonable If you don’t ask for what you want you’ll never get it, but at the same time, you need to be reasonable about what you’re asking for. Yes, ask for a little more than you want, so you have some wiggle room to compromise. But if you ask for too much too soon, you might shut down the person you’re negotiating with from the start, or even worse offend them. No one wants to feel like they’re being taken advantage of. Ask for what you deserve and you’ll never go wrong. At the very least you might start the conversation on how that might be possible down the line, if it isn’t just yet.
3. They’re well-prepared Part of being reasonable is being well-prepared. One of the biggest mistakes novice negotiators make is showing up over-confident and under prepared. Have the research and facts to back up what you’re asking for. Show your negotiation partner evidence of why what you’re asking for is not only fair, but necessary. Facts are hard to shoot down. This will also give you the confidence to really push for what you want. It’s not just something you think, it’s something that’s undeniable true. If you go in unprepared you’re more likely to flounder, which will damage your credibility going into future negotiations. 16
4. They always strive for a win/win solution for everyone Yes, negotiations are about getting what you want, but as the old saying goes, you get more flies with honey than vinegar. Your negotiation partner might also have reasonable requests that you need to consider. Ultimately, successful negotiations are about compromise on both sides, and ending up with an outcome that benefits everyone.
5. They’re creative Problems and conflict are a natural part of any negotiation. One surefire way to impress, is to head off any impending roadblocks, by coming up with creative solutions. It’s easy to point out problems and be negative. Truly expert negotiators think outside the box, and dazzle with innovative concepts and ideas that leave everyone excited about the process.
6. They’re good listeners Listening in order to really understand where your negotiation partner is coming from is important for two reasons: you not only want to make them feel heard, but knowing what they want is invaluable information you can use to get what you want. At the start, you’re gathering information by asking questions and really hearing what they say, which includes picking up on body language and nonverbal cues as well. This is part of being well-prepared, using every possible thing you can to have an advantage. Being in control of the situation, and then leading everyone to a successful conclusion all around is what great negotiation is all about.
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Developing Your Pricing Philosophy By Dirk Zeller
Ask a dozen agents to explain their home pricing philosophy, and you’ll
hear a dozen different approaches. And if the talk reveals frank responses, you’ll also learn that the most common pricing strategy is no strategy at all. Here’s my advice: Break out of the ranks by establishing and following a specific strategy for arriving at the ideal selling price for each home. Adopt the philosophy that, in real estate sales, price is king. Price trumps all other factors—including marketing approaches, home condition, market competitiveness, and sales approach. I believe that, in the end, marketing and condition of the property are controlled by the price. The alternative, advocated by many agents, most sellers, and even some sales trainers, is to emphasize marketing over pricing. Rather than working to set the ideal price, they believe success will come from optimizing the home’s condition and presentation and then marketing it with skill and savvy.
I take the opposite belief, based on years of experience working with sellers who wanted unrealistic prices for their homes and who experienced firsttime sales failures as a result. Over my sales career, I resurrected and re-listed more than 600 expired listings—nearly 75 a year. Among all those transactions, I never met an owner with an expired listing who thought that an unreasonable price had anything to do with the home’s failure to sell. They all blamed the previous Copyright Top Agent Magazine 18
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agent and that person’s approach to marketing. Each sought some magic marketing strategy to change the reality of the law of supply and demand. There is a magic strategy: Price the home correctly. Price is the only factor that can overcome sales obstacles, compensate for a home’s deficiencies, and motivate a purchaser even if the condition of the property and your marketing approach is less than perfect. Getting the listing at any cost Does this scenario sound familiar? An agent (usually a newer agent) is short on business or maybe even desperate for the chance to stake a sign in someone’s yard. The agent wants a listing at any price – even if the chance Top Agent Magazine
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to seal a deal erodes the likelihood of selling the property. To gain a seller’s nod of approval, the agent makes a flatteringly high pricing recommendation, throwing out a number the client wants to hear and then hoping something good will result from the bad situation. I can think of few examples, if any, where this philosophy works. Hope isn’t a successful pricing strategy. Worse, the please-the-client mindset is a hard one to abandon. Agents who achieve listings with unrealistic prices find it hard to later counsel their clients honestly.
If you take and price a good listing competitively, it will sell. You can’t keep a good price a secret! The pitfalls of a “please the buyer” approach are many and significant. By overpricing, you can practically count on a reduction in your productivity, profitability, and salability, and here’s why: It’s impossible to keep your productivity high when your time is spent in conversations with an unsuccessful seller who lacks motivation to take corrective action. The seller’s negativity, concerns, and phone calls will only increase with each week or month the house remains on the market. 20
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As time goes on, you’ll devote more and more time unsuccessfully trying to create a sale not only for your seller but also for yourself. This will pull you away from activities that are more likely to deliver income. The ensuing frustration will de-motivate you and stunt your ability to secure better appointments that create other income opportunities. An unsold, overpriced listing negatively impacts your profitability because it costs you time and money to service while it delivers no revenue to your business. And the situation only gets worse the longer the listing languishes on the market. You’ll end up deducting the expenses of this in-limbo listing from the proceeds generated by any revenue-producing deals you manage to close in the meantime, reducing your net profit and business success. Unsold homes that linger on the market seriously diminish your salability, which is the term that describes your sales success track. Your salability is based on such key statistics as your average ratio of listing price compared to sale price and the average number of days your listings are on the market. Obviously, these statistics, which prospects rely on when choosing one agent over another, can be crushed by a “get the listings at any cost” philosophy. They’re also harmed by the “start high and reduce later” tactic. If you take and price a good listing competitively, it will sell. You can’t keep a good price a secret! Dirk Zeller is an Agent, an Investor, and the President and CEO of Real Estate Champions. Copyright©, Dirk Zeller. All rights reserved.
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Every Player is Valuable: How to Boost Your Team’s Morale In the fast-paced world of real estate, it can be easy to overlook the contributions of those lower-level employees who are instrumental in our success, yet are overlooked when it comes to recognizing the important roles they play in keeping our business operating smoothly. Even a task that seems simple, such as answering phones, can be overwhelming at 22
times. Letting these employees know that they are appreciated is something that often goes overlooked at busier companies, and can often result in impaired morale overall, as employee dissatisfaction tends to be contagious. Here are some things that you can do to increase morale and productivity in your workplace: Top Agent Magazine
While it’s important to point out when an employee is doing something wrong, it is equally – if not more – important to acknowledge when that employee is doing something right.
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While it’s important to point out when an employee is doing something wrong, and sometimes to reprimand, it is equally – if not more – important to acknowledge when that employee is doing something right. Even a simple compliment can go a long, long way towards building that employee’s morale, and therefore their willingness to go the extra mile for your team. An example: “Sally, I just heard you on the phone with that client. You sounded very professional and I really appreciate your representing our business that way.”
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Determine what all of your employee’s goals are, and what their expectations for growth might be. There may be lower level employees who are perfectly content doing what they’re doing, and who have absolutely no expectations for growth in your business. Others, however, may have an interest in moving up the ladder. Make it your business to determine this early on, and try to take a personal interest in your employee’s growth with your company. Knowing there is room to grow is an important factor in employee satisfaction, and knowing who wants to grow and who
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doesn’t is something you should be aware of. Groom from within, and your employees will be grateful and work harder.
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If your workplace is highly stratified, with multiple levels of employees (agents, senior agents, loan processers, assistants, etc.,) make an effort to ensure that everyone feels valued as part of the team regardless of what they earn. Various team building exercises that encourage trust and a sense of familiarity can go a long way towards fostering an environment that is less unnecessarily competitive and more productive and cooperative. A quick web search for “Trust Building Exercises” will help you locate many good ways to achieve a newfound level of camaraderie amongst your team. Many of them are quite a bit of fun, too. Hopefully these tips will assist you in creating a better-functioning, higher-achieving team of motivated, caring employees. Remember, a chain is only as strong as the weakest link, so be sure to keep everyone feeling appreciated, supported and valued, and your company will only benefit. 23
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