Australia 9-11-17 by Top Agent Magazine

AUSTRALIA EDITION

BODY LANGUAGE: How to Read Your Prospect like a Book! Killing Clients with KINDNESS AND VALUE FEATURED AGENTS

MARK STAFFORD

COVER STORY

SHABANA REXHEPI

Are you Doing Business as You on FACEBOOK? HOW TO CREATE A BUSINESSâ&#x20AC;&#x201C;WINNING PLAN in One Hour

AUSTRALIA EDITION

MARK

Mark Stafford in his blood–h family and his are all in the b flier drop off w old–I was help MARK STAFFORD SHABANA REXHEPI says. After stud and psycholog in construction CONTENTS to follow the family path. He started fu business in 2006 and he’s been going s 4)SHABANA HOW TO CREATE A 19)for ARE YOU DOING works Ray White GC South Networ REXHEPI BUSINESS–WINNING PLAN BUSINESS AS YOU ON support from the company to provide e IN ONE HOUR FACEBOOK? clients. Mark serves the entire Gold Coa 13) BODY LANGUAGE: 20) KILLING CLIENTS of referral business so that leads me to HOW TO READ YOUR WITH KINDNESS AND anywhere on the Coast, Southport, the PROSPECT LIKE A BOOK! VALUE Surfers Paradise, right down south throu Beach and further.”

A staggering 70% of Mark’s business mag@topagentmagazine.com | www.topagentmagazine.com referral clients eager to spread the word No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent vice Mark provides. What makes past cli Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied byknow its authors.about Mark? sphere of influence To subscribe or change address, send inquiry to mag@topagentmagazine.com. Published in the U.S. job is done,” he explains. “It’s importa believe that a high level of communica weekly comprehensiveTopreports and a p Agent Magazine every inspection as a bare minimum.” M Phone 888-461-3930 | Fax 310-751-7068

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How to Create a Business-Winning Plan in One Hour by Bubba Mills

Baloney! That’s what I say to those who think building a business plan should take days, weeks, even months. And I say baloney again to those who think a plan has to have a bunch of pages with graphs and charts. I know for a fact REALTORS® don’t have that kind of time. But I also know every serious REALTOR® needs a good plan. That means if you’re reading this, you’re in the right place. Stick with me and you’ll end up with a plan that can make your year much better. A comprehensive business plan (two pages max) can help you: • Account for what you accomplish • Clarify your life • Keep track of each of your goals • Manage your time 4

• Determine if you’re heading in the right direction So let’s get right to it. Here are the steps to take to get your plan in place and your year (and rear) in gear: Create a mission statement. This gets right to the heart of your life and addresses why you’re in real estate. It answers why you’re here, what your purpose is and what your business is truly about. Use positive, present tense statements such as “I am,” “I provide,” “I strive” as you define who you are and what you provide your clients. Take 10 minutes now to brainstorm some possible mission statements. Perform a SWOT analysis (strengths, weaknesses, opportunities and threats). For strengths, maybe you’re tech savvy. For weaknesses perhaps you’re unorganized. With opportunities, it could be that a large firm is relocating to your city. And for threats, maybe Top Agent Magazine

Every serious REALTOR® needs a good plan. the mid-term, one year; and the long-term, five years. Also, in this same section, write your personal objectives. We can’t be balanced in life if all we focus on is business. So consider what your ideal sitWrite your business objectives. In uation would look like with your this section I’d like you to consider family, your spiritual life and your what you want your business to look social life. Spend 10 minutes now like in the short-term, six months; in on these topics. interest rates are rising. Take 10 minutes now and fill in a few items for each category. If you get stuck, ask a co-worker or friend, who knows you well enough, for suggestions.

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Create a mission statement. This gets right to the heart of your life and addresses why you’re in real estate. It answers why you’re here, what your purpose is and what your business is truly about. Create your sales goals. Here’s where I don’t want you to be afraid to think bigger. Take 15 minutes for this section. As part of this segment here at Corcoran Consulting and Coaching Inc., we include what’s called a goal achievement system that helps you stay on track with your goals. So for each goal, we include a why, excuses for failure, resolve and action items. I believe this is a vital step because it allows you to examine why you might hesitate in completing parts of your business plan. Email me at Article@CorcoranCoaching.com, and I’ll send you a free worksheet on this system. Develop action items. To wrap up your plan, you need to get specific about how you’ll achieve your goals. So for each goal you should have action items, due dates, who will 6

complete the items and a step-by-step daily and hourly plan with what has to be done. Take 15 minutes and do it. Tell me what you’re thinking. Do you have a plan? If not, why not? What’s preventing you from creating one? What successes or failures have you had with plans in the past? Bubba Mills is co-owner and executive vice president of Corcoran Consulting and Coaching Inc. (www.corcorancoaching. com/programs, 800-957-8353), an international consulting and coaching company that specializes in performance coaching and the implementation of sound business systems into Real Estate Companies, Mortgage Companies and Small Businesses. Bubba Mills is a nationally recognized inspirational and education speaker, coach and mentor to the top real estate agents and mortgage companies. To find out more about Corcoran Consulting & Coaching, call 1800-957-8353 or visit us at www.Corcoran Coaching.com. Top Agent Magazine

SHABANA REXHEPI Top Agent Magazine

Shabana Rexhepi launched Rexhepi Real Estate in 2010, which made her the youngest female in Victoria operating her own independent real estate company.

SHABANA REXHEPI Shabana Rexhepi dove into a career in real estate in 2005, when she was only 18 years old. “I’ve always had a passion for it!” she says. Shabana works in an area of southeast Melbourne where the industry is very male-dominated and she’d heard many people say that women couldn’t succeed in the industry. “I had a drive to prove we can do it! And that I can do it! I gave it 110%,” she says. After working for an agency for five years, Shabana launched Rexhepi Real Estate in 2010, which made her the youngest female in Victoria operating her own independent real estate company. Starting out on her own felt like a risk–the market had just crashed and for the first couple of years, busi8Copyright Top Agent Magazine

ness was slow. “I’m one of those characters who believes if you stay focused and you have a goal and you stay driven, you will make it work,” Shabana said. Her determination has paid off and her business has grown steadily; and she now directs a thriving team of 10 agents–who work together like family–based in Hallam and serving all of southeast Melbourne. Shabana works incredibly hard on behalf of her clients and as a result, a staggering 90% of her business comes from repeat or referral clients. She always asks her returning clients what it is that makes them come back to her. They always mention her very personal service. She’ll go see her clients, often stopping by for a coffee or even just a quick hello. In the area she serves, the majority of her clients are first time buyers Top Agent Magazine

and sellers. So Shabana educates them fully and thoroughly about how the purchase or sale will work. When it comes to the property management arm of her business, she provides the same level of customer service for first time landlords. “I educate them about tenants, maintenance, and whatever it may be.” This one-on-one attention sets Shabana apart from other realtors in her area. Originally from Afghanistan, Shabana speaks five different languages, which makes her an asset to clients from a wide array of backgrounds. Top Agent Magazine

Shabana understands that her success is rooted in her clients’ satisfaction with the service she provides them. “I have a high profile, but it’s because I have high standards for my own work,” Shabana explains. She also trains each of her staff members herself and implements new and updated systems regularly to keep herself and her agents up to date with the market trends. This ensures that her staff members meet her standards for excellence. To market her listings, Shabana advertises at the highest possible level, using print listings, extensive internet marketing, high quality photography, Copyright Top Agent Magazine9

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“I’m one of those characters who believes if you stay focused and you have a goal and you stay driven, you will make it work.” drone shots and property videos. For brand new houses, she stages each house before it goes online. “When it comes to exposure for our properties, we don’t cut any corners. For every property of mine, I do a customized marketing campaign,” Shabana says. This full service, tailored approach results in quick sales at high prices. It’s easy for her to name her very favorite part of her job: “The satisfaction of seeing my clients’ dreams come true!” Top Agent Magazine

To keep in touch with past clients, Shabana reaches out by phone or text, and sends cards for birthdays or just to let her clients know she is thinking about them. “I don’t have a personal assistant doing these things for me,” she explains. “I’m a strong believer in doing it myself. This is not a job for me; it’s a lifestyle. I’ve been doing this since I was 18, so it’s not something I’m going to get in and out of. I love it. I enjoy it!” Copyright Top Agent Magazine 11

Shabana is extremely active in her community. Her agency supports the Annual Eid Festival, as well as the Hallam Cricket Club, the Hallam Tennis Club, and the Victoria Police. When Shabana’s not at work she enjoys quality time with her two children, a three-year-old daughter and six-month-old son. For the future, Shabana

hopes to continue to grow the property management arm of her company–which currently manages over 300 properties. She also plans to grow her team of agents and eventually hopes to open another office. With her track record of success, her energy and her devotion to her clients, she’s sure to make those dreams a reality!

For more information about

SHABANA REXHEPI, contact her via email at shabana@rexre.com.au or phone at +61- 411-216 -186. You can also check out her website at rexre.com.au www.

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Body Language: How to Read Your Prospect Like a Book!

By John Boe Are you aware that your body language gestures reveal your deepest feelings and hidden thoughts to total strangers? The very first sale you must make with each new prospect is to “sell yourself”. If your prospect doesn’t like or trust you, he or she will never even remotely consider buying your product or service. Understanding body language gestures will help you build trust and rapport quickly with your prospects and customers... face-to-face or over the phone. Top Agent Magazine

Body language is a mixture of movement, posture, and tone of voice. Top sales reps and the most successful managers recognize the importance of nonverbal “buy signals” in the selling process and have learned to “listen with their eyes”. They understand the power of body language and know how to use their gestures and voice tone to establish trust and build rapport quickly. Body language research shows that nonverbal communication has a much greater impact and reliability than the spoken word. Therefore, if your prospect’s words are not congruent with his or her body language gestures, you would be wise to rely on the body language as a more accurate reflection of true feelings. The good news about body language is that you were born knowing the information. This explains why people from different cultures can communicate effectively without having to speak a single word. In the animal kingdom, every cat, dog, bear, horse, etc. on the planet will use the same body language gestures to communicate with each other. For example, when an animal is angry, they will pin their ears back flat against their head. Even though people understand body language instinctively, the meaning of “finger gestures” may change from one culture to another. Finger gestures, such as the V for victory sign or the okay gesture are “learned gestures” created by the culture and the meaning often varies from country to country. For example, on January 23, 1968, the USS Pueblo, a Navy intelligence ship, was engaged in a routine surveillance mission off the North Korean coast when it was intercepted by North Korean patrol boats. The 83-man crew were captured and imprisoned in Pyongyang, where they were interrogated and beaten. In an attempt to gain propaganda value from the crew, the North Koreans conducted a news conference. When photographed during the press conference, some of the ship’s crew expressed their disdain for their captors by sticking out their middle finger. While this finger gesture was noticed by the North Koreans they didn’t understand the disrespectful meaning that the gesture implied. After the photos were released worldwide and the meaning 14

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of the finger gesture was revealed, the North Koreans were politically embarrassed and severely beat the crew. During your sales presentation, it’s critically important to get started on the right foot. Research shows that we decide in the first few moments whether we like someone or not. Yes, we also judge a book by its cover too. There’s absolutely no substitute for a positive first impression. Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed. Body language is

a mixture of movement, posture, and tone of voice.

You can build trust and rapport by deliberately, but subtly, “matching and mirroring” your prospect’s body language in the first few minutes of the appointment. For example, if you notice that your prospect starts off the appointment by crossing his or her legs and sitting back in the chair, you should match them by crossing your legs and sitting back in your chair as well. After you believe you have developed trust and rapport, you can verify it by seeing if your prospect will begin matching your gestures. Try leading your prospect into a more open and receptive body language posture by uncrossing your legs and leaning towards the table. If you notice your prospect subconsciously begins matching your body language gestures, congratulations, this indicates that you have laid the foundation of trust and rapport. Conversely, if you notice that your prospect is mismatching your body language gestures, you know trust and rapport has not been established and you need to continue the “matching and mirroring” process.

Be mindful to evaluate the flow of “gesture clusters” rather than isolated gestures taken out of context. Listed below are some important body language gestures that you need to become familiar with. There are two basic categories of body postures; Open/Closed and Forward/Back. In an open and receptive body posture, arms are unfolded, legs uncrossed, and palms are exposed. In a closed body posture, arms are folded, legs are crossed and the entire body is usually turned away. Top Agent Magazine

Body Movement Gestures • Leaning back and closed = Lack of interest • Leaning back and open = Contemplation and cautious interest • Leaning forward and closed = Potential aggressive behavior • Leaning forward and open = Interest and agreement Head Movement Gestures • Head neutral = Neutral and open attitude • Tilted back = Superior attitude “looking down your nose” • Tilted down = Negative and judgmental attitude • Tilted to one side = Interest Facial Gestures • Eye rub = Deceit, “see no evil” • Looking over top of glasses = Scrutiny • Nose rub = Dislike of the subject • Hand or fingers blocking mouth = Deceit, “speak no evil” • Chin stroking = Making a decision • Thumb under chin with index finger pointing vertically along the cheek = Critical judgment Are you missing your prospect’s buy signals? As a professional salesperson you must continuously monitor your prospect’s body language and adjust your presentation accordingly. By understanding your prospect’s body language gestures you will minimize perceived sales pressure and know when it’s appropriate to close the sale! “As the tongue speaketh to the ear, so the gesture speaketh to the eye.” – King James the First (1605) Copyright ©, 2016 John Boe. All rights reserved.

John Boe presents a wide variety of motivational and sales-oriented keynotes and seminar programs for sales meetings and conventions. John is a nationally recognized sales trainer and business motivational speaker with an impeccable track record in the meeting industry. To have John speak at your next event, visit www.johnboe.com or call 937-299-9001. Free Newsletter available on website. 16

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MARK STAFFORD Mark Stafford literally has real estate in his blood–he grew up in a real estate family and his mother, father and brother are all in the business. “I think my first flier drop off was when I was eight years old–I was helping my mother out,” he says. After studying business marketing and psychology in college, he worked in construction before finally deciding to follow the family path. He started full time in the real estate business in 2006 and he’s been going strong ever since. He now works for Ray White GC South Network where he utilizes strong support from the company to provide exceptional service for his clients. Mark serves the entire Gold Coast, Queensland. “I do a lot of referral business so that leads me to where I work. It could be anywhere on the Coast, Southport, the Hinterland, Main Beach, Surfers Paradise, right down south through Burleigh Heads, Palm Beach and further.” A staggering 70% of Mark’s business comes from repeat and referral clients eager to spread the word about the excellent service Mark provides. What makes past clients so excited to let their sphere of influence know about Mark? “I keep pushing until the job is done,” he explains. “It’s important to not back off. I also believe that a high level of communication is critical. I provide weekly comprehensive reports and a phone call or email after every inspection as a bare minimum.” Mark ensures his clients are updated on current market trends and gives them straightforward information that helps them fully understand the situation. “I never sugar coat it,” Mark says. Mark believes that proper staging is essential when marketing a property. “There can be tens of thousands of dollars made by styling a property properly.” He’s also a strong believer in tried and traditional methods such as newspaper, mail outs, and his company’s magazine. He makes calls to neighbors, other locals, and

database members to find potential buyers. But he’s also an enthusiast of modern technologies including web portals, high quality videos of the property, and social media to target a specific market. He thinks outside the box when it comes to each property. A beachside property might warrant an ad in a surfing magazine. “There are so many ways to tailor a campaign,” Mark explains. His creative, multi-faceted approach to marketing results in quick sales at high prices. What is Mark’s favorite part of the job? “I have a great love of working with people. Everyone has a different story, whether it’s a grandmother who is selling a house where she has lived for 50 years, or a developer who is looking to market a new 120 unit building. I just love that interaction and hearing the differing perspectives people have,” Mark says with a smile. After working with Mark, his clients say they appreciate knowing a thorough campaign extracted maximum interest, and in-turn the best price in the marketplace at the time. They also always remember the level of communication and Mark’s willingness to have critical conversations about how to best market a property. He’s always there, working tirelessly to get the deal done! To stay in touch with past clients, Mark will reach out by phone for a chat. He also has client liaison officers within the company, as well as a strong database management team that sends newsletter updates to keep past clients apprised of the market and the company’s events. To give back to the community, Mark has helped organize fundraisers for the RSPCA, an animal welfare foundation; and regularly contributes to the Retired Services League. Mark loves to spend time with his family and his newborn baby. In his rare free time, he heads to the beach for a swim or the golf course to help unwind out of work mode. For the future, Mark wants to continue to grow his business, keep hunting for development sites to help bring something fresh and new into the community, and continue helping his clients. With his strong work ethic and real estate expertise, he’s sure to succeed!

To find out more about Mark Stafford, contact him via email at mark.stafford@raywhite.com or by phone at +61-413-302-222. You can also check out his website markstafford.raywhite.com www.

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Are You Doing Business As YOU On Facebook? Are you ‘Doing Business As YOU’ on your personal Facebook page? In other words, are you posting your business content from your personal page? Yesterday a REALTOR® asked us, “Why should I bother with a company Facebook page? Can’t I just post everything from my profile page?” The answer lies in what we call division of content. As you may be aware, social media began as just that… social. It was never truly intended for business use. Over time, as businesses began to see the potential in reaching the masses in a new way, they began to intrude on this communication. Today, it is widely accepted that business will be conducted on all social platforms, but the manner in which we do so (and in which we are received) is still a touchy subject at times. We believe it’s important to be transparent on social media. Draw the line between communicating as the Person and the Professional. Not only does this help you keep your content separate and appropriate, it also gives the control to your network of family, friends, colleagues, acquaintances and customers. They get to decide whether to ‘like’ or ‘follow’ your company page. They get to decide whether they want to see your business related posts. User control is the #1 reason you need a business page if you’re conducting business on Facebook. Wouldn’t you rather have a willing and engaged audience over a forced, potentially reluctant one? We have personally eliminated many of the ‘DBA’ offenders from our news feeds and you have likely done the same.

As in all controversial social media topics, there is some gray area. And that gray area is often subjective, so consider this post food for thought and decide for yourself. We try our best to keep professional content on our business pages, with a couple of exceptions: 1. Philanthropic Promotion: We’re in favor of posting anything that will help an organization in need on both your personal and business pages. Nonprofits often have little to no marketing budget and rely on all of us to promote their good works, so we believe that’s a good line to cross (as long as it’s about the organization, and not you). 2. Recognition Tagging: Facebook does not allow you to tag an individual on your business page. Yes, there are some tricky work-arounds, but they are inconsistent at best. So when it’s truly important for us to recognize and tag an individual, especially someone who has done something nice for us (inviting us as guests on their radio show or podcast, for instance), we will generally post that on the business page first, then share it from our personal pages, along with a comment recognizing and tagging the individual(s) or business who helped us. Either way (personal or business), remember to be true to the social aspect. Our participation on social media should be about giving, helping, recognizing and connecting…especially when it comes to your business.

Tonya Eberhart is the Branding Agent to Business Stars and founder of BrandFace®, LLC. Michael Carr is America’s Top Selling Real Estate Auctioneer & BrandFace® partner. Together, they focus on personal branding and marketing designed to help real estate professionals become the face of their business & a star in their market. BrandFace® for Real Estate Professionals is a book, professional speaking series and an exclusive workshop for agents, and is currently active in 18 U.S. states, Canada and New Zealand. For more information, visit www.BrandFaceRealEstate.com. Top Agent Magazine

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Killing Clients with Kindness and Value By Walter Sanford

Sometimes, we need to “kill” our clients with kindness and offer value. I know it goes against everything in our nature to turn the other cheek when they are being mean. Recently, a coaching client had some challenges with a particular client, and I’m sure you have also worked with the kind of client who discourages you so much that you just want to hit the delete button! How about offering a response that increases your fame and makes the client always wonder what they may be missing? They might not list with you, but they will never forget you. Included in the balance of this article are the email from the client, the request for help from my coaching client, and then my suggested response. Email from the Potential Client: Sorry, I have been really busy. Let me tell you where I’m at with everything. You may or may not be interested. I am definitely putting the house on the market. The house has been rented for the last 5 years with the same family. They originally signed a rent to own lease. Three years ago, they decided they didn’t want to buy it. 20

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Anyway, I recently informed them that I’m going to put the house on the market. Now, they are reconsidering buying the house. I don’t think they will buy the house, but I guess you never know. If they do buy the house, it would be for sale by owner. I will not let them drag their feet. We happen to know a lot of REALTORS® in (area). Some are pretty good friends and with that comes opportunities at rates way under the norm. One of them did sell our last house quickly but circumstances have changed. I know you are a very good REALTOR®, because I have heard other REALTORS® talk about you. You may not be interested at this point anymore. If you are still interested, let me know what your best rate is. Let me know if you are okay with the current tenants on a “for sale by owner” agreement, if that happens. I would want a short-term agreement. The current rent is higher than my mortgage payment so I’m okay if they don’t buy and I’m not forced to sell at a low price. However, I want to sell ASAP. I’m wanting to purchase another property so I’m not going to overprice the house and I will negotiate. Email from Coaching Client to Me: Walter, this guy is a college basketball coach. I want to help him, but I need to have a chance to run a successful business, too! How do I answer this? Email from Me to Coaching Client (to share with potential client): Thank you so much for the nice words. It is very exciting to hear that our hard work is creating some buzz. I think we can accommodate you and exceed your expectations: Top Agent Magazine

1. We believe that we exceed client expectations more often than most agents, because we spend the time to understand what the client needs. Then we develop a customized program to meet and exceed that goal. We would love to help you in accomplishing your real estate needs. 2. We would be happy to exclude the current residents from the listing agreement for 30 days. This would help in motivating the current residents to buy in that they can see the price discounted by the commission, if they commit to buy within the 30 day period. We would like to offer you our closing service that handles everything for a flat fee of $4,000. This handles the contract phase, aligning the team of affiliates, and the closing. This, of course, is at your option. 3..Our commissions are normal for our market, but we save you money over any commission discounter. Our specialty is increasing your net proceeds. We do this by bringing you more buyers with more effective marketing, better negotiating, better systems for handling inspections, better pre-approval tools for your buyer, better contracts, and less post-seller litigation from better contracts. Commission discounts usually cost you money because of the agentâ&#x20AC;&#x2122;s lack of emphasis on your net proceeds check. It is like a basketball player who is playing with no heart, only for the scholarship. 4. Our rate is retail 6%. This may eliminate us, but that would be a shortsided conclusion. Here are 5 of the ways we can beat any commission discount: A. We beat the average List to sell ratio in (area) by a larger margin than any discount. B. We beat the days on market, which affects your carrying costs and lost opportunity costs on your equity. C. We have a low litigation rate as compared to national standards. D. We can market your home a little over retail due to our marketing. 22

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D. We urge a pre-inspection plan to get rid of the little and big problems before a buyer is involved and wants everything built new. 5. Our agreements are 6 months, but that is not what sells properties. Marketing and price sell property. If we are wrong about those two items, we will adjust every week based upon showings and consultations with you. 6. I would also like to advise you on a misconception. Rental costs average about 35% of market rent in our area. Add in lost opportunity costs on your equity that is not doing anything at this point. I can show you how your current position is losing you money every month. I think our next step is a presentation of the tools we bring to achieve your goals. Listing with friends is loyal, but is it the best business decision? Do they have the tools and will you hold their feet to the fire when the results are not what you need? (Client’s name), you know the difference superstars make on a team. Let’s go for the win. It’s not so much whether my coaching client obtained the listing, but he needed to stand up for a profitable, long term business. Never sell yourself short to get business. You will never be happy. In these situations, I cannot guarantee an outcome, but I can guarantee the client will never forget you. You are planting seeds of discontentment with the small amount of money saved in a commission compared to not achieving their goal. Whether he/she admits it or not, he/she will have respect for you. Do more lead generation so you won’t have to work so hard on leads like these. Copyright©, 2015 Walter Sanford. All rights reserved.

Walter Sanford has been designing and implementing real estate systems for 30 years. One of the most successful REALTORS® and now wealthy from his systems, Sanford teaches his systems and strategies through his products, seminars, and personal coaching producing the best results in the industry. Do what works, do what is proven. Hire Walter Sanford. Call our office at 800.792.5837, email walter@waltersanford.com, or chat with us online at www.waltersanford.com. Top Agent Magazine

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