Canada 7-17-17 by Top Agent Magazine

CANADA EDITION

5 Fresh New Approaches to CONTENT MARKETING 6 Things You Need to Do to BE A GREAT MENTOR

FEATURED AGENTS

AMANDA ARESENAULT SANDY CHEN LAURA KELLER JENNIFER McINTOSH DAVIES

COVER STORY

ROBERT SCANLAN

IS YOUR PHONE VOICE ATTRACTING â&#x20AC;&#x201D;or Repelling? 4 Reasons Why MULTITASKING CAN ACTUALLY DERAIL YOUR DAY 6 Habits of HIGHLY PRODUCTIVE AGENTS

CANADA EDITION

ROBERT SCANLAN

SANDY CHEN

LAURA KELLER

AMANDA ARESENAULT

JENNIFER McINTOSH DAVIES

CONTENTS

RT NLAN

4) 5 FRESH NEW APPROACHES TO CONTENT MARKETING 14) 6 HABITS OF HIGHLY PRODUCTIVE AGENTS 20) 6 THINGS YOU NEED TO DO TO BE A GREAT MENTOR

25) 4 REASONS WHY MULTITASKING CAN ACTUALLY DERAIL YOUR DAY 28) IS YOUR PHONE VOICE ATTRACTINGâ&#x20AC;&#x201D; OR REPELLING?

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5 Fresh New Approaches to Content Marketing A couple of weeks ago we were conducting a workshop when we were asked two excellent questions about content marketing:

• People

don’t want to hear from a roofing company every day. So how do you produce fresh and interesting content for social media that goes beyond your core services and yet ties back to your business?

• Can

you extend your social media presence and content to include personal things (like your hobbies) and how does that affect your overall business image?

The workshop attendee who asked the first question was right. Almost no one wants to hear from any company every day… especially if all the content is about products and services…and yes, even if they’re giving helpful tips and information. Does that mean you should stop producing excellent daily content related to your business? No, of course not! Content is created for two reasons. First, to provide knowledge, expertise and even entertainment to your ideal customers in order to achieve top of mind awareness as an authority in your industry. And second, to produce SEO-rich results that keep you at the top of search engines. You must strike a

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balance between the two, and try to include content that draws people in by being super interesting and entertaining….and yes, sometimes personal. To help answer those content questions above, here are five different types of content (beyond the traditional stuff) that can give your brand a fresh, unique and balanced approach:

1. PHILANTHROPIC Your community efforts say a lot about who you are, and people will make an extra effort to do business with you as a result of this connection. We’ve consulted business owners who are very hesitant to promote these efforts because they don’t want it to seem as though they are exploiting the charities and organizations—and most especially because they don’t do it for the promotional aspects. They do it to give back. I ask you to keep this in mind. Nonprofit and charitable organizations very often have small marketing budgets. Not only do they rely on outside marketing forces to promote their initiatives, they would likely be forced to close their doors without that support. That means that when someone with a strong brand and presence promotes them, it’s a highly trusted and personal connection, and you can’t buy that kind of support. In other words, they not only need you to promote them, they want you to promote them. But your instincts are correct. It’s not about you. So just make sure your entire content focuses on the organization you’re helping, what they do for the community and how Top Agent Magazine

others can join in the cause. Then it becomes a huge win for all.

2. HOBBIES You bungee jumped from four of the tallest bridges in the U.S. In your spare time, you go fly fishing. You love playing chef and use only locally grown, organic foods. Your friends are always begging you to go to Vegas with your card shark talents. You’ve done mission work in Africa and would like to start your own group. You almost played professional baseball. You have an insane talent for gardening design or bass guitar. Your family works at a soup kitchen once a month. Ok…you get the picture. And two more words. Reality TV. People are interesting…and people are interested in interesting people. We remember others based on these unique traits. And most of all, people love the story behind the face. Don’t be afraid to share your hobbies. Quite often, it’s the first thing that will personally connect you to a prospect.

3. CREATIVE CONNECTION This one is perhaps our favorite. While we can’t imagine seeing something come across our news feed from a landscaping company every day, imagine this for a moment. What are we always told to remember in this hectic world? Stop and smell the roses, right? So what if…a landscaping company posted a beautiful flower each day, just to remind you to ‘stop and smell the roses’. And at the bottom of that photo (small print), you included

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the type of flower and type of environment needed to make it flourish (moist soil, full sun, etc.). And then, of course, watermarked it with your logo….and a title like, “Sam’s Daily Reminder: It’s Time to Stop & Smell the Roses”. You could even include some great, thought-provoking quotes. It has the personal connection (Sam), the business connection (flowers & logo watermark) and a cool creative connector (pause the meetings and paperwork to take a moment and appreciate life by noticing this beautiful flower). This is a great idea for staying ‘top of mind’ and connecting business with the kind of creative messaging people wouldn’t mind seeing every day.

4. EXPERIENCES This one is similar to hobbies from the personal aspect, but instead of something that identifies us like our hobbies, our experiences are random happenings that can have great interest and meaning to our audience. Whether you have a unique experience buying a new car or a fateful conversation with a stranger in the airport, if you feel it ties into a life lesson or business lesson you’d like to share, by all means do. The lesson is to keep your radar up 24/7. Any experiences you have which relate to your

ideal customer are an opportunity to connect beyond the business world. And when we do that, we become a part of the family.

5. INFLUENCERS “Show me your friends and I’ll show you your future”. You’ve probably heard that saying, and the same is true whether you are a teenager or a business owner. Maybe you’ve learned a lot of your business knowledge from Bill Gates, Steve Jobs or Warren Buffet…or you like to quote Benjamin Franklin. Perhaps you have some mentors you’d like to recognize and tell why they’re important to you. Sharing the people and things that influence us is what makes us human. No matter how successful your business, you didn’t get there alone. People and circumstances shaped you along the way. Recognizing others for their contribution in our lives, large or small, is important in staying connected and grounded. We hope these five types of content help you to put a fresh spin on what you share with your audience, whether personal or professional. We believe you must have the combination of both to build an incredible brand.

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. 6

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ROBERT SCANLAN Top Agent Magazine

ROBERT SCANLAN Before entering the real estate business, Robert Scanlan worked in construction and the hospitality industry, giving him the perfect foundation for a successful career in the industry that is now his passion Customer service and satisfaction have always been at the forefront of everything he does, and from the moment he decided to make the leap into real estate, Robert has been a rising star. Although Robert specializes in the Halifax area, he really goes wherever his clients need him. A native of Nova Scotia, Robert has resided in Halifax for the last 15 years, and has an in-depth knowledge of the area, something that offers his clients a distinct advantage. “It’s a wonderful community and has a real focus on family values, which is something that is important to me. It brings 8Copyright Top Agent Magazine

Robert Scanlan specializes in the Halifax area where he has resided for the last 15 years— something that offers his clients a distinct advantage. me great pleasure to help others find a home here.” After just eight years in the business, Robert’s personable approach to sales has already earned him an impressive rate of repeat and referral business. He was honored to be named in the top three in “The Coast’s” Best of Halifax, Best Realtor Category for the last seven years. Key to Robert’s success has been his focus on providing clear constant and honest communication “I pretty much make myself available to my clients 24/7 and I always respond quickly. I really believe having good communication with your clients is one of the most important things you can do as an agent. I understand what it’s like to be a first time homebuyer, so I really take a lot of time educating my clients and answering all of Top Agent Magazine

their questions, so they understand every part of the process and there’s no surprises. I also try and make the process fun, and approach everything with a good sense of humor, that my clients seem to appreciate. My job is to make the process as stress free as possible. Even when there’s problem, I communicate that to my clients right away and I always do it with a solution. They trust me and have confidence in my abilities, and that’s something that I’m proud of.” Another aspect of Robert’s above and beyond service is the comprehensive marketing packages he offers all of his listings. “I take a lot Top Agent Magazine

of time upfront helping my clients get their homes show ready. Once that is done, we get professional photos and drone tours. Then I make sure every home gets maximum exposure, on the internet, and especially on social media. I have a really great presence on Facebook, and have used it with great success to get my listings sold for top dollar in the quickest time possible.” Robert believes strongly in giving back to the community and volunteers and supports several local non-profits. When he isn’t working, he enjoys gardening, renovating his home, spending time with his friends, Copyright Top Agent Magazine9

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“My job is to make the process as stress free as possible. Even when there’s problem, I communicate that to my clients right away and I always do it with a solution.” and hanging out with his dog, Tinker, a Jack Russell Terrier. Robert is currently taking courses to earn an FRI designation, something achieved by agents who offer the highest quality real estate service to their clients and that follow FRI’s standards of both business and ethical conduct. He also would like to continue to see his business grow, but his main priority Top Agent Magazine

is to always keep the same level of service that has built his reputation as an in-demand agent. “I really see myself doing this for a long time. It’s really an interesting business, Every day is different, so I’m never bored. I get to change people’s lives for the better and make them happy, there’s nothing better than that. Helping people is what it’s all about. I don’t measure my success by sales, but by the relationships I build along the way.” Copyright Top Agent Magazine 11

To learn more about ROBERT SCANLAN call 902-448-7887 or email rscanlan@remaxnova.ca Copyright Top Agent Magazine 12

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Shawna Snair is proud to congratulate

on being featured in the Canada edition of Top Agent Magazine!

Shawna Snair | Mortgage Broker 7071 Bayers Road Suite 102, Halifax, NS B3L 2C2 Verico Premiere Mortgage Centre Inc. Cell: 902.448.2007 | Fax: 902.484.2007 | ChoosePremiere.com www.

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6 Habits of Highly Productive Agents In a business that can be constant chaos, you’re constantly on the go and dealing with things as they hit you. It can be difficult to take a second and regroup. But there is a better and smarter way to work. If you take the time to create some better habits, in the end, you may end up being more productive. If you want to make better use of your time, as well as have more focus, here’s some habits that you’re going to want to pick up - all common to top-producing agents.

1. Learn how to prioritize Although it might be your instinct to get some of the boring work out of the way first, things 14

that actually generate income (or are time-sensitive!) should be the first thing you focus on when you start your day. Lists are your friend! Make a list of things you want to accomplish for the day, the week, and even the month. Always list them in the order of priority. If things get cut off when you run out of time at the end of the day, at least it’ll be the things that are not as important or time sensitive. As with anyone, your time is your most valuable commodity and should be used wisely. When you make your list, you can even schedule tasks as if they were a meeting, giving yourself a little time goal to beat, as Top Agent Magazine

well. Treat your time with the same respect you would a colleague’s or client’s and don’t ever waste it. As with anyone, your time is your most valuable commodity and should be used wisely. When you make your list you can even schedule tasks as if they were a meeting, giving yourself a little time goal to beat, as well. Treat your time with the same respect you would a colleague’s or client’s, and don’t ever waste it.

to accomplish it? Write it out and then incorporate that into your prioritized ‘to do’ list. You’ll be amazed at how driven you become to reach that goal when you actually write it out with clarity. And, the sense of accomplishment you get upon completing it will carry over to the next day. It’s important to remember to be specific. Once you get into the habit of meeting your goals, exceeding them won’t be far behind.

2. Remove distractions

when you need to focus This is especially hard when you’re a Realtor®. Most are constantly connected to their phones. But, unnecessary distractions can get you off schedule and make you lose your focus instantly. If you can, turn your phone off for the half hour it takes to do a task. Interruptions make everything take twice as long, especially when you take that text and then decide to check Facebook for a second. We all do it! Complete your task, then take ten minutes to respond to all texts and messages before you start up the next thing on your list. You can even schedule those ‘text backs’ into your schedule. A concentrated effort is always more effective than going back and forth between things.

3. Set daily goals This is so key. What do you want to accomplish for the day and what do you need to do Top Agent Magazine

4. Don’t make excuses There’s that old saying, “The buck stops here”. Well, take it to heart. This is your business and you are responsible for doing everything you can to make it successful. Sure, there are reasons for why you didn’t get a listing or why your business is slow, but what are you doing to change things and make them better? Successful Realtors® work harder and come up with innova15

tive ways to stand out when times are tough. They don’t look for excuses, they look for solutions.

5. Be deliberate

about everything you do When you’re making your list, it helps to have a goal in mind for even the smallest task. If you’re calling past clients to touch base, have a specific reason why you’re calling. Are you letting them know some market news? Thanking them for a referral? When you’re meeting a referral partner for lunch, have a goal in mind for what the outcome of that meeting will be as well. Yes it’s good to socialize and build relationships, but if you have a reason, make sure it isn’t put off until the final moments, when things are wrapping up. Always having a purpose in mind will also help you prioritize your list better.

6. Always look for ways to

get out of your comfort zone Yes, you are prioritizing what is most important or urgent to your business, but it’s also important to make an effort to break out 16

of your routine as much as you’re comfortable doing. Trying out new things or taking some time to learn about new and innovative real estate techniques and technology, can have an energizing effect on your business. Not only might they lead to things that make you more productive, but it keeps you sharp and engaged. And, ultimately keeping yourself at the top of your game is what it’s all about. Top Agent Magazine

SANDY CHEN

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SANDY CHEN Sandy Chen grew up living and breathing the world of real estate. With a father who joined the business later in life, first as a hobby investor then a residential and now commercial agent, Sandy was exposed early and often to the industry. In fact, she spent her nineteenth birthday studying for her license and when she graduated from the University of Guelph’s Housing and Real Estate Management program, she set out to establish her own flourishing career. That was back in 2010, and since then Sandy has made impressive strides as an agent grounded by a seasoned and steady hand to guide her clients on the path to homeownership. Primarily serving the downtown Toronto and York regions—both areas she has personally called home—Sandy cut her teeth alongside a team and then solo, but today she works in tandem with her husband on their team, The Kennedy Group. From the outset, Sandy focuses on quality over quantity, preferring client service that has a personal yet capable touch. “When it comes to working with my clients, I’m in it for the long haul,” Sandy says. “From start to finish, I offer those I work with honesty and a full range of options, helping them consider their long-term goals so that they can make the best, most-informed decision for them.” In that vein, Sandy values injecting fun into a process that’s often bewildering for the many first-time buyers she works alongside. Throughout, she empowers those she serves through a market education, demystifying the buying or selling process. “My clients know that I’m here to help,” she says. In fact, Sandy makes a conscious effort to put herself in her clients’ shoes and does her best to make her working relationships a positive experience. A commitment to detail-oriented organization also helps her navigate the intricacies of the market, a proficiency she readily passes along to clients. As a result, Sandy has generated a 100% rate of repeat and referral clientele—a true testament to her client-centric care and ability to deliver. To keep in touch with her sizable network of past clients, Sandy connects a few times a year—whether she’s sending a birthday card, a

note to celebrate a home anniversary, or keeping clients updated on the area in which they live or are interested in. She also sends out newsletters to keep clients up to date on her business’s happenings and developments in the market. As for marketing her listings, Sandy customizes her approach with each property. In addition to using professional photography, she frequently incorporates immersive virtual tours that allow international or remote would-be buyers to get a real-time sense of a potential home, from taking measurements to exploring floorplans. To ensure each property maximum visibility, she uses the leading digital listing platforms, MLS, and RE/ MAX’s sizable online presence to deliver superlative exposure. To create additional buzz for new listings, she hosts sneak-preview open houses for the local neighborhood, as well as using multiple social media platforms to reach a wider audience. Likewise, Sandy’s extensive network in downtown Toronto and York are easy to tap when sourcing ideal buyers. Her fluency in English and Chinese (and a flair of French, too) also facilitates transactions with those comfortable in other tongues, or searching for a home from afar. Since service is a theme that runs throughout her professional practice, it’s little wonder that Sandy also incorporates charitable and civic engagement into her daily life. She is active as an alumna of the University of Guelph, she serves as a mentor for students coming up through same real estate focused program from which she graduated. She also co-organizes annual events for program graduates past. Additionally, Sandy gives to RE/MAX’s avidly supported Children’s Miracle Network and has also paired with the Toronto School District Board to support their breakfast program. When she has time away from the office, Sandy and her husband relish international travel, spending time with family at their cottage in Muskoka. They also enjoy spending time with their new Golden Retriever puppy, Odin. As for the future, Sandy has plans to continue developing and growing their new team, Kennedy Group, alongside her husband, combining their strengths to continue serving house-hunters and sellers in the area. All in all, with seven years of storied experience behind her and a forward-thinking eye on the future, the years still to come are sure to bring about new and many triumphs for Sandy Chen.

To learn more about Sandy Chen visit kennedygroup.ca, e-mail sandy@kennedygroup.ca or call (416) 487-5131 www.

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6 Things You Need to Do to Be a Great Mentor

Everyone reaches the point in their career where they feel they have gained enough experience and wisdom about business and what it takes to succeed, to actually help someone else achieve the same. Although you may have trained or given advice over the years, taking on the official status as a mentor to someone is a whole new ball game. 20

Although mentorship is an unpaid endeavor, you’ll be surprised to find out how much you’ll gain from the experience. You’ll also grow as a business person through the process of teaching someone else. It’s also an endeavor that many will pay forward one day, creating a business atmosphere that is based more on mutual success than competition, which is better for everyone.

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If you were mentored, you may already have an idea of what it entails, and what you liked or didn’t like in your mentor/mentee relationship. Although it is a personal relationship that will need an individual approach, there are certain things that are key when it comes to being a great mentor: 1. Be a good listener

est about your own failures. It can be a huge relief to find out someone they look up to has gone through similar experiences and still managed to come out on top. As we all know, oftentimes the greatest lessons come from failures, which can be times when our character is truly tested. Building trust through mutual respect and honesty will make every aspect of your mentorship more effective.

You’re basically a sounding board who needs to hear your mentee’s ideas, plans and goals in order to advise them. Strong, constant and clear communication is key to any successful mentoring relationship. Sometimes just letting them talk things out with you, will lead to them to discovering the solution they were looking for. 2. Set expectations and goals at the start When listening to your mentee in your first meeting about the potential relationship, it’s important to establish the parameters of what that relationship will be: What can you give them? What do they need or expect from you? Once the terms are agreed upon, you may want to set specific goals you’ll be working on together so that there’s a defined plan of action, timeline and result you can both expect. 3. Be honest This is important when it comes to offering them constructive criticism or tough love, but more importantly, you need to be honTop Agent Magazine

4. Get them to think, don’t make decisions for them Sometimes being a mentor is being a bit like a psychologist. By asking certain ques-

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tions you can lead your mentee to their own conclusions about their business dilemmas and strategies to reach their goals. Being a mentor is all about guidance. Build confidence by drawing out the best in your mentee rather than just presenting them with solutions. 5. Look at the situation objectively One of the key strengths you offer your mentee is a complete emotional detachment to their business. You have no sentimental attachment to doing things a certain way or working with an incompetent vendor because you ‘go way back’. Your only motive is what’s best for your mentee and their business. Although emotions cans still get in the way sometimes, having a detached perspective on hand to guide you is invaluable. 6. Don’t just offer constructive criticism, be supportive Yes, being a mentor is sometimes advising your mentee that he’s doing something ineffectively, but your main purpose is to alway approach everything like cheerleader. You need to let them know that through it 22

all, you are a reliable support to them and have a complete belief in their abilities. Make sure to always praise their accomplishments. Remember: your job as a mentor is more about guidance than constant feedback. Your goal is to help someone become the best they can be, not someone who just does everything the way you do it. You’re helping them build confidence in their own intuition, which will hopefully lead to a lifetime of success, and one day, they too might be a valuable resource to another mentee down the road.

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LAURA KELLER

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LAURA KELLER Laura Keller is the consummate professional—she gives the industry a good name. Laura communicates with her clients before, during and after the transaction, negotiates killer deals and helps clients understand every step of the process, whether they’re buying, selling or investing. She’s won awards over the last four years with her previous agency, Century 21, and last year was honored with membership in the RE/MAX 100% Club. “I’m passionate about this business,” Laura says. “I love the lifestyle, the competitiveness and the ability to help people.” Now in her eighth year in real estate, Laura serves Ottawa and Lanark County with a remarkable 60 percent referral rate. Her office is in Carleton Place, where she grew up, so her referrals originate from the area. Real estate wasn’t the obvious choice for Laura, who graduated from Memorial University of Newfoundland with a B.A. in history and French. In 2007, while she and her boyfriend (now husband) were in school, properties in St. John’s were selling for under $100,000. “We were so tempted,” she says. “We started looking, but then decided not to buy and moved back to Ontario, where we’re from.” But Laura really enjoyed that process, and it got her started. Another impetus was her mother, who had been a title searcher for real estate lawyers since 1979 and was a role model for Laura to be a female business owner. She’s now a mortgage broker, and the two work closely together. It couldn’t be better. Laura’s proven methods for marketing her listings begin with a staging consultation for every seller, followed by professional photography. If she’s listing a large property in the country, she brings in drone photography for a bird’s-eye view. Then comes a social media blast. Before the home goes on the market, she

posts a quick photo to generate interest. Because she’s in a rural community, she uses Facebook and other social media to target approximately 7,000 people. Then she sends postcards inviting the neighbors to the open house and notifies her office network and other agents in town. Long after the transaction closes, Laura is diligent about staying in touch. She sends a monthly newsletter and follows up with an email related to the content. She also calls clients on their birthday, comes by with treats when they get a new pet, sends a condolence letter if someone in the family passes away, and pops by with gifts now and then just to say hi. She’s all about helping. She’s one of the few agents who posts real estate advice and referrals on her Facebook page. She’s a strong supporter of small business, holding mixers to connect business owners. She’s also on the boards of the United Way of Lanark County and Parent Teacher Association; she’s on the Day Care Committee run by her town; and she donates to United Way and the local women’s shelter, Lanark County Interval House, among other nonprofits. To keep herself well-rounded, Laura throws axes (at targets, not people) and has started running. That’s when she’s not spending time with her husband and two young children. In addition to her certifications as Accredited Buyer’s Representative (ABR), Seller Representative Specialist (SRS), Seniors Real Estate Specialist (SRES) and Certified Negotiation Expert (CNE), Laura plans to get her broker’s license next year and eventually grow a team. “Our industry deserves professionals who adhere to our code of ethics,” she says. “I’d like to continue to disseminate that message throughout our profession. If I can help other agents take the high road, it will serve our clients and our community well.” If anybody can do it, Laura can.

For more information about Laura Keller of RE/MAX Affiliates Realty Ltd., Carleton Place, Ontario, please visit laurakeller.ca, call 613.558.SALE (7253) or email laurakeller@remax.net www.

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4 Reasons Why Multitasking Can Actually Derail Your Day Common wisdom dictates that a master multitasker is likely to garner the most success. After all, doesn’t juggling multiple projects at once mean you’ll work faster than if you took each one as it came? While multitasking is often cited as a desirable skill—and surely serves its purpose now and again—studies show that a mere 2% of individuals can actually multitask effectively. Meanwhile, the remaining 98% might be doing more harm than good by trying Top Agent Magazine

to tackle too much at once. Take a look below at some little-known facts about the risky side of waging a routine built on multitasking.

1. Multitasking decreases productivity While multitasking gives us the illusion of completing two tasks at once, it actually means

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our focus and productivity is split. In other words, switching back and forth between two activities doesn’t mean they’ll each be completed sooner; it means that you’re getting half-as-much complete as you would if you focused on a singular task. Multitasking fatigues your brain, elicits stress, and make you less efficient in retaining new information.

2. Multitasking is actually addictive While watching TV or taking a walk, have you ever noticed the impulse to check your smartphone or scroll through your social media feed? Even though we think about multitasking as a workplace skill, it’s also an addictive form of mental stimulation. By satiating our need for distraction with constant check-ins online, we become accustomed to frequent breaks in our focus, training us to crave updates, messages, and push notifications—we even hit refresh when we’ve checked in five minutes prior! This negative habit-building makes it difficult to complete sustained bouts of concentration.

3. Multitasking has negative physical side effects Studies show that those who juggle multiple focus-intensive activities actually show spikes in cortisol, a stress hormone. Likewise, frequent multitaskers display symptoms of sleep deprivation: fatigue, disorientation, and lack of focus. Studies in Europe have recently 26

discovered that those who consistently multitask may actually show decreases in empathy and emotional control. What’s more, a constant sense of anticipation—readying to switch from one task to another, or persistently checking for e-mail updates—can potentially cause a decrease in overall IQ.

4. Multitasking breeds mistakes When our attention is split between tasks, it’s difficult to perceive and retain detail-oriented information. Because of this, mistakes—typos, clerical errors, mislabeled documents, and the like—occur with greater frequency. We’re in such a hurry to complete a portion of a task and switch to the next project that we lose sight of prompts, deadlines, and tying up loose ends. This means multitaskers are far more likely to overlook a glaring error than an individual who is devoting 100% of their attention to the task at hand. Now that we understand some of the dangers of multitasking, what can we do about it? While our tech-driven day-to-day might make focusing on a singular task a difficult endeavor, it’s the surest way to produce efficient, error-free work—while cutting down on stress, fatigue, and miscommunication. Try approaching your tasks for the day with a clear-cut schedule, moving one task at a time down your to-do list. This approach can eliminate some of the inefficiency inherent in multitasking and make for your most productive work routine yet.

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AMANDA ARESENAULT Amanda Arsenault had a successful career as a nurse, when she suffered an injury that necessitated a career change. “I had always had an interest in real estate and I knew that I still wanted to do something that allowed me to continue helping and caring for people. Real estate just seemed like the perfect fit. Here I am five years later, and I couldn’t be happier with my decision.” Amanda has been an award winning Realtor® for the past four years and was a Worn Out Shoe Winner, the highest honour awarded at Hanlon Realty. Although Amanda specializes in St. John’s and the surrounding areas, she is licensed all over Newfoundland. She currently works solo, but is considering building a small team as her business grows. “Customer service is key for me. So far I’ve been able to provide an exceptional experience for my clients on my own, and I think my 100% rate of repeat and referral business is a good indication of that.” Amanda takes a personable approach to sales that relies heavily on good communication and constant availability. “I really care for my clients. This is often a big life change for them, so I approach every transactions with care and empathy. I’m a good listener, so from the start I really hear what they actually want and never try to push them into something that isn’t right for them. My mentor taught me early on that you have two ears and one mouth, so you should stop talking and listen more. This helps me really refine what my clients want, then I can quickly help them reach their goals and not waste anyone’s time. I’m also there for them. When they call me, I answer, and I think that also helps take a lot of the stress out of the process.”

Amanda builds strong relationships with her clients and then goes to great effort to maintain those relationships. “My clients turn into friends. They know that I have their best interests at heart, and I fight to get them what they deserve. It’s not always an easy process, sometimes there are bumps in the road, but because I’ve earned their confidence and trust, we’re able to navigate them with ease. I’m a bit of a mama bear, so I’m very protective. We build strong bonds, and stay in touch through social media. We really become a part of each other’s lives.” Amanda is actively involved in her community and places a real priority on giving back. Through her company she is involved with a school lunch program that helps all children have a healthy lunch no matter their economic status. She is also on the Social Committee as well as the Awards and Recognitions Committees with the NLAR (Newfoundland and Labrador Association of REALTORS®) and works with seniors as the move to the next chapter in their lives. When she isn’t working, Amanda enjoys spending time with her family. Her sons are both race car drivers, and Amanda can be seen at all of their races, where she is a proud ‘pit mom.’ Amanda would like to continue to grow her business, and would love to increase the amount of time she gives to training new Realtors®, something she has a great passion for. “I genuinely love helping people, whether that’s people just starting out in the business or my clients. Making people happy, or helping them get through a difficult situation as seamlessly as possible, that’s what I love the most. I get to make a difference in people’s lives, and that’s very rewarding.”

To learn more about Amanda Arsenault call 709-740-6560 or email aarsenault@hanlonrealty.ca Top Agent Magazine

Is Your Phone Voice Attracting–or Repelling? By Carla Cross, CRB, MA It’s such a simple thing, but so important--the first impression you make with your voice! Recently, I did a presentation to a group of Luxury Agent Specialists. It was about sound and its impact on others (I used the piano to demonstrate). We usually think of visual impact. But, as agents, we come across way more people initially via email or phone than we do by sight. So, isn’t it time to 28

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polish your ‘phone voice’? It’s probably the first ‘warm’ impression people get of you (I call email ‘cold communication’ because it vastly shrinks the three major ways we communicate: sight, sound, and feeling). Here are three tips to assure your phone voice makes the best first impression. Remember, You never have a second chance to make a first impression!

Don’t Mistake Technology as the ‘End’

We are so focused on technology today, that we are in danger of forgetting to effectively use that technology. Here’s an example. When I phone an agent today, I have no idea where that agent will answer his or her phone—or from what phone the call is being answered. And, I don’t really care. Technology allows the phone to follow the agent. That’s great. Here’s what’s not so great. The agent’s message is so dull, powerless, or mumbled that it doesn’t sound as though the agent wants to talk to me. Or, the agent’s message is so long, that I’m impatient by the time I get to leave the message.

Make a Superior Phone Message

For three days, listen carefully to the tone, intent, and messages you hear in phone messages. Listen carefully to how agents, managers, and your affiliates answer the phone (including the receptionist at the office). What do you think? If you didn’t know these people, what would you think of them? Are they excited to hear from you, or are they bored? Here are 4 important tips to remember when recording your own message: 1. Stand up—you’ll sound as though you have much more energy. 2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day! 3. Modulate your voice pleasantly. Try to get some resonance. 4. Sound as though you’re looking forward to hearing from me!

Don’t Settle for One Run at It: Re-record Your Phone Message until It’s Perfect

As a musician, I would never play the piano for others unless I had practiced until the performance was perfect. Yet, when we ‘practice’ real estate, we often just ‘let it fly’ with whatever comes out of our mouths! Not good. You have too much at stake to settle for one run at it. Top Agent Magazine

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Advice from a musician: Practice your phone message several times before you record it. Then, record and listen critically. Don’t just use the first recording. Make sure your ‘phone voice’ is the best first impression you can make.

P. S. Managers and team leaders—two tips 1. Call each of your agents’ phone mails. What’s the impression you get? Are they professional? Do they state the company name? Do they represent your culture and image? 2. Create a quick class in phone messaging using the information in this blog. Copyright ©, 2016 Carla Cross. All rights reserved. Carla Cross, CRB, MA, is the founder and president of Carla Cross & Co., specializing in real estate management and sales. Her internationally best-selling start-up plan for new agents, Up and Running in 30 Days, is now going into its 5th edition (!). Carla brings her vast experience as a top-selling agent and award-winning manager and trainer to the podium, blending her musical background with her proven sales and management strategies (she uses the piano AND even teaches someone to play—fast…..—entertaining and practical). Find out more at www.carlacross.com. 30

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JENNIFER McINTOSH DAVIES “Jennifer is the most personable, downto-earth and caring agent I’ve met! Truly one of a kind; always has her customer’s best interests at heart.” So reads one of many glowing testimonials that praise the virtues of Calgary RE/MAX real estate agent Jennifer McIntosh. Jennifer entered the industry nearly 23 years ago doing new home sales. “I was going to University to be a teacher. I was working in new homes as a way to make a little money on the side, but then I realized I didn’t like teaching children as much as I like selling homes,” she laughs. Two and half years ago Jennifer transitioned from new home sales to traditional real estate, and her career has continued to flourish. “I’ve helped hundreds of first-time and experienced buyers settle into the homes of their dreams, and I’ve sold over 1,500 new homes.” Listed in RE/MAX’s Top Ten Producers for May, 2016, and the recipient of the J.D. Powers and Associates Customer Service Award, Jennifer’s unique approach to the industry has resulted in a client base that has come to depend on her for honesty, dedication and broad industry knowledge. “I think one of the things that sets me apart,” she says, “is that I try to make the focus be about fun, because I recognize that the transaction can be a very stressful situation. I try to make it collaborative, so I’m not just leading people by the hand; rather I’m showing them options.” Another hallmark of Jennifer’s approach to buying and selling is her ability to think outside the proverbial box. “I’ve been told that I’m very creative in my thinking. I don’t just see black and white, I see opportunity in everything and can usually get

my clients what they want.” The ability to truly hear her client’s needs is also paramount to Jennifer’s success. “Listening is so important,” she says. “I can talk, of course, but listening is my forte, so what I try to do is to get to the nitty-gritty with people and get them what they want more quickly.” With her background in new home construction, Jennifer has an edge over much of her competition. “I have a lot of knowledge about construction, that’s where I shine,” she says. Additionally, that knowledge – coupled with her creativity – allows her to assist her clients with envisioning the potential for a home that might need some work. “While other realtors might suggest a coat of paint, I can suggest taking down a wall. That’s one thing that makes me unique.” Staying in touch with her clients, both during and after the transaction, is of the utmost importance to Jennifer. “I stay in constant contact with my clients when they’re in the middle of a transaction,” she says. “I’m really good about that. I like to always make sure they’re up to speed on the process, and I check in to make sure I’m giving them what they need. Every client’s expectations are different.” “I love what I do,” says Jennifer, and her passion is obvious. “I don’t even know how to describe it. Until I discovered real estate, I floundered a little and wasn’t sure where I fit in. When I started working in the industry, I found my biggest joy: working with people. Of course, the money is nice,” she says, “but mostly it’s about that moment when the people find what they’re looking for and you’ve helped make their dream a reality. I find great joy in that, and I find great joy in doing a great job and knowing my clients will refer other clients. That’s what keeps me going, more than anything else.”

For more information about Jennifer McIntosh, please call 403-998-5535 or email Jennifer.emily.mcintosh@gmail.com, or visit theheartofrealestate.ca http://

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