Maryland 6-18-18 by Top Agent Magazine

MARYLAND EDITION

Business Growth Hack: ABSORB YOUR CLIENTS’ STRESS! FEATURED AGENT

JOANIE HYNES KATHY & LOLA PANCO NANCY HULSMAN VIKTORIA RINGHAUSEN

COVER STORY

ALEX FOX

Turning Your Profession Into A PASSION MODERN EMAIL ETIQUETTE for Today’s Agents

How to Throw a CLIENT APPRECIATION EVENT No One Will Forget 9 Things the BEST LEADERS Never Say

MARYLAND EDITION

Lakeside Title Company Maryland Title Service proudly congratulates is proud to congratulate

Joanie Hynes

VIKTORIA RINGHAUSE

NANCY HULSM

Top Agent Viktoria Ringhausen, of RE/MAX ONE than 15 Maryland, has spent 23 27 in Prince Frederick, the past phon seven years building a solid reputation as a trust- It’s not common to meetmulti som worthy agent who can be counted on to take care of who has worked in the same siona her many buyers and sellers. Her wealth of indusalso for more than three decades try knowledge, along with an authentic, personable the s for Nancy Hulsman, a real e approach have endeared her to all who are lucky on enough to work with her. Viktoria’s stellar work ethic professional who thrivesVikto industry’s continual changes and integrity-based approach have been the foundayet a tion of an exceptional career that shows no sign of regularly educates herselfsheonis practices, that long commit slowing down. platfo remains asRINGHAUSEN invigorating asbyit as w JOANIE HYNES KATHY & LOLA PANCO ALEX FOX NANCY HULSMAN VIKTORIA Viktoria came to the United States from Russia in the beginning. “I was on a sum 2002, speaking little English. her college drive andinintelbreakYet, from 1984 and a friend asked me toWhen tak on being featured forALEX the state FOX ligence earned her a BS and degree in Mechanical Engineering realMS estate course with him,” says Nancy, Viktoria’s Associatepassion Broker of Maryland in Top Agent Magazine! from Northwestern Technical Institute. In 2009, a friend suggested I first came to real Coldwell Banker in the Greater Baltimore-Washington ar that real estate might be took a good career fit for her, and she accepted in life, try the class, decided that I loved it and pose started rightand away the challenge and obtained her license. At first, she worked for my purpose was to free, an almost unheard-of choice that allowed her to establish a achieve their dream MARYLAND TITLE SERVICE CORPORATION In 1985, Nancy formed The Hulsman Group, through w strong knowledge base. “A lot of people start in the business thinkServing the Resort Area since 1989 most of her 11 agents are buyers’ specialists. “My personal ing the business is just going to come to them,” explains Viktoria. Giving back to her 6 office locations serving all of MD, DC, Northern VA, and Southern PA listings, still to focusand on to buyers,” haveleans to be toward hungry for it, andbut youIhave that endshe sh Helene Parks Richardson “But the truth is that youness “Because I am a top listing agent for my company and in ph th hustle and work a lot of hours.” Still, many people she knew sugen’s group. Her office 410-992-1070 | fax 410-Helene@BeachSettlements.com 992- 9409 estate community I can provide leads to the a gested it would be an uphill battle to succeed here, in the industry. “A lot good every commission 410-723-2000 office | 443-735-2455 cell asmith@lakesidetitle.com | lakesidetitle.com my team mentoring teaching them.” Ment of people told me that if on I wanted to be while successful I’d haveand to lose Maryland License 65581| Maryland Title Service License 2509 one of Nancy’s passions, especially my accent,” she says. “Iagents proved is that I could succeed greatest anyway, and When she’s not gu w 11500 Coastal Hwy #7, Ocean City MD 21842 that anything is possible.” Succeed she did, newer and today she is one of family. She is also and encouraging agents. the most respected Realtors in Southern Maryland. a hundred miles,” up “We have a philosophy that it’s not aboutand thecoaching money, of it is Viktoria, who focuses being primarily on new construction sales, finds rewarding. V service leaders,” Nancy says about her team. “We al can boast of a businessdo that is based more than 90% on refertional book on the the right thing by clients.” From the start, her team mem rals from satisfied clients. This client loyalty is based on a work closely to define each client’s goals, learning exactly number of factors, chief among them her true desire to make Viktoria’s plans fo they want and creating a program to meet their needs. In the the often-convoluted transaction process as smooth as possible business by provid buyers, the sheer Hulsman Group takes a unique team approa for them. This is made of evident by the number of five-star has become her ha working with buyers. “In our fast-paced market where reviews on Zillow.com. Among them is this glowing testimonial: what I do,” shether say often multiple offers, twoless or three “Our experiences working with Viktoria have we beenassign nothing as Iagents can.” to work

n being featured for the state Maryland in Top Agent Magazine!

CONTENTS

4) HOW TO THROW A CLIENT APPRECIATION EVENT NO ONE WILL FORGET

21) TURNING YOUR PROFESSION INTO A PASSION

8) 9 THINGS THE BEST LEADERS NEVER SAY

24) BUSINESS GROWTH HACK: ABSORB YOUR CLIENTS’ STRESS!

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13) MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS

every buyer.” Each buyer then has a group of agents keepi eye out for the ideal property; likewise, there is always som available to show them properties in a competitive market.

Not surprisingly, more than 85% of the Hulsman Group’s ness is from referrals and repeat clients. Sellers eagerly p mag@topagentmagazine.com | www.topagentmagazine.com the team’s unique internet-based marketing presentations. partner more thanpublisher. 900 websites using special techno No portion of this issue may be reproduced in any manner whatsoever without prior with consent of the Top Agent for buyer attraction with a global reach,” Nancy says, descr Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published Greater Baltimore-Washington as an area that attracts trans materials, Top Agent Magazine cannot be held responsible for opinions expressed facts supplied by its authors.about For ormore information Viktoria buyers. “We cast the largest net possible to the buyer poo To subscribe or change address, send inquiry to mag@topagentmagazine.com. please call Cell 770.617.4621, Office 410.535.6291, em each listing also gets its own website.” Nancy also conducts Published in the U.S. solidated communication to other agents and potential bu or visit facebook.com/RingViktoria “We also do virtual brochures, which allow us to connect a buyer while they’re sitting in front of the house requestin electronic brochure from their Topphone.” Agent Magazine

Phone 888-461-3930 | Fax 310-751-7068

www.

Once they develop client relationships, Nancy and team nu

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How to Throw a Client Appreciation Event No One Will Forget Clients are the foundation of any flourishing enterprise, and this is particularly true in real estateâ&#x20AC;&#x201D;an industry where relationships are central. Demonstrating your gratitude to former and current clientele is a winning way to cultivate your network, while upping your potential referrals and creating face-to-face time with the individuals that make your business tick. Keep in mind a few of the tips below as you stage a client event that will positively impact your brand, while conveying your appreciation to those who have driven your business all year. 4

Supersize Your Guest List Inviting former clients to your client appreciation bash is only the first step in crafting your guest list. To really expand your sphere of influence, invite neighbors, local business owners and staff, old friends, family, associates, fellow alumni from your alma mater, and the like. Think of your client appreciation event as a celebration of business bringing people together. Expand your guest list and youâ&#x20AC;&#x2122;ll create a coveted, in-person opportunity to forge relationships and broaden your reach.

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An appreciation event may be geared toward your clients, but if done correctly it can also provide a fun-filled venue for your employees to enjoy a morale boost.

Consider A Sponsor Client appreciation events shouldn’t skimp on the details, but you don’t want to break the bank, either. To defray the cost of a client appreciation event, consider enlisting local businesses as co-sponsors. Not only does this approach ease the price tag of throwing a party, but it also creates an easy partnership between you and other entrepreneurs—widening your database and making for a memorable and generous event.

ship, or the Super Bowl is coming up quick, tailoring client appreciation events to already-established happenings can create an organic tie-in and boost your attendance numbers in the process. Throw a gingerbread house decorating party during the holiday season, or throw a barbeque during the Fourth of July. Capitalizing on a naturally occurring theme creates the opportunity for comradery between you and your guests. Apply A Personal Touch

Don’t Forget To Reward Your Employees An appreciation event may be geared toward your clients, but if done correctly it can also provide a fun-filled venue for your employees to enjoy a morale boost, as well. By encouraging your employees to cut loose at this celebratory event—instead of having them run interference all night—your team will feel appreciated and validated, too. Theme Your Event Whether the area’s high school sports team has made it to the state championTop Agent Magazine

Invitations may seem like a small detail, but they shouldn’t be one-size-fits-all. Consider handwriting some of your invitations for the clients you remember well, or for business associates who you regularly partner with. Personalizing invitations to key players is the surest way to a confirmed RSVP. Cultivating your network of professional connections is an essential part of driving business, and client appreciation events not only create memories between you and your clientele, but also inspire your to step back, reflect, and give thanks to those who keep your business booming.

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JOANIE HYNES Top Agent, Joanie Hynes of RE/MAX Advantage Realty in Eldersburg, Maryland makes an excellent first impression as a Realtor. She approaches her business with diligence, strong leadership and a passionate commitment to providing her clients with the very best service available in her area. Whether she’s working with buyers or sellers, Joanie can be counted on to consistently place her client’s needs front and center. Joanie began her successful journey in real estate back in 2004 as a part-time endeavor. At the time, she was the owner of the Merry Maids housecleaning franchise in Carroll County. “I started investing in real estate in my early twenties, and I loved it,” says Joanie. “In addition to people telling me it would be a good fit for me, I figured it would be a good fit with my other business: cleaning homes, buying homes, selling homes.” Joanie’s career took off; she was named 2005 Rookie of the Year for Coldwell Banker and 2006 Rookie of the Year by the Carroll County Association of Realtors. A slew of other awards and commendations accrued as she grew her business. In 2013, she sold her housecleaning franchise and devoted herself to real estate full time. Joanie obtained her Associate Brokers license in 2016, obtained her Delaware license in 2017 and formed a team. The Joanie Hynes’ Team includes Buyer Agent Jordan Pugh and Transaction Coordinator Meredith von Paris. She looks forward to growing her team in a slow and steady manner, focusing on quality. “I love mentoring and training people,” says Joanie, who helps buyers and sellers from Carroll County to Ocean City, Maryland, as well as the Delaware shore. Almost all of Joanie’s business is the result of referrals from previous clients. Asked to explain this level of client loyalty, Joanie replies: “I think it’s because I’m very responsive, and I truly care. I also love to negotiate; that’s my strength.” She also works hard to maintain contact with past clients. “I sponsor school events, we have client appreciation events, I send gift cards, magazines, note cards and newsletters. I always try to remember anniversaries, birthdays and special events in my clients lives,” says Joanie.

Cutting-edge, savvy marketing also plays a role in Joanie’s success. “I use professional photography, aerial photography if necessary,” she says. “I’ll do staging if needed. We do open houses and broker’s opens. Marketing includes just-listed cards, just-sold cards, flyers, and mailings. In addition, I use social media to keep my clients, friends, and family engaged.” “I love making dreams come true,” says Joanie, when asked what she likes most about her career. “I just like helping people. I feel like I help make their lives easier. It’s all about helping people and making them feel comfortable in the process.” This care she demonstrates for her clients is made evident by the glowing reviews she has accumulated on Zillow.com. Among them is this testament to Joanie’s work: “Joanie is a seasoned professional who serves as an example in her field. Not only is she knowledgeable, she is also unfailingly courteous. We were so impressed with Joanie’s services that we retained her for the sale of a second home. We believe Joanie genuinely has our best interests at heart.” Joanie has a long history of giving back to her community. In 2009, she served as the Realtor Political Action Committee Fundraising Chairperson, and in 2014, served as the President of the Million Dollar Real Estate Professionals of Carroll County. Currently Joanie is the Secretary/Treasurer for Carroll Association of Realtors. Joanie has served on many committees and boards professionally and personally. When she’s not working, she enjoys spending time with her husband of thirty-two years and their children. “I’m really lucky because my husband lets me be me,” she says. “I’m lucky to have his encouragement and that of my kids.” As for the future, Joanie plans on continuing to grow her business and her team while sacrificing none of the exceptional client service that has become her hallmark. “I love everything about real estate,” she reiterates. “I love helping people.”

For more information about Joanie Hynes please call 443 - 375 - 0002 or email joanie@joaniehynes.com 6

Lakeside Title Company is proud to congratulate

Joanie Hynes

on being featured for the state of Maryland in Top Agent Magazine!

16 office locations serving all of MD, DC, Northern VA, and Southern PA

office 410- 992-1070 | fax 410-992-9409 asmith@lakesidetitle.com | lakesidetitle.com http://

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Things the Best Leaders Never Say

As Spider-Man’s Uncle Ben said, “With great power, comes great responsibility.” Being the boss is a great thing, but there’s a reason the ‘bad boss’ is common stereotype. Some people tend to use their power in destructive ways and that isn’t good for anyone. You might not even know you’re being a bad boss, it can be subtle sometimes. There are common traits among great leaders, if you want to be a boss that operates with integrity and is respected by everyone

you work with, make sure you don’t say any of the following things.

I’M THE BOSS

Stating a fact that should be obvious is always a sign of weakness, and when you are the boss, strength of leadership is THE key component. It also may indicates a stubbornness that is the death knell of a healthy work environment. Your job as a leader is to bring everyone to your level of success, not to create a larger rift.

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I’LL DO IT MYSELF

Being a good leader is all about delegation. If you are hiring people who are professional and trustworthy, then this should be a no brainer. It is your job as a leader to get the right people for the job and then lead them in away that means success for everyone.

THAT WASN’T MY FAULT

There’s an old saying “The Buck Stops Here.” and that is still true today. Good leaders take responsibility for what happens. They don’t blame others or make excuses. They take the hit for the team and then find the solution to make it better. Not only does it show they have integrity, but it also fosters a warm team environment that makes all players feel like their boss has their back.

I’M SORRY TO ASK YOU TO DO THIS

Treating your employees with respect is mandatory, at the same time there is no reason to be sorry when you ask people to do their job. Leadership is strength and confidence. Expecting your employees to put in the same work ethic as you is your job.

I ALREADY KNOW THAT

Having a ‘know-it-all’ attitude isn’t pleasant coming from anyone, but the last thing you need to do as a boss is shut down the people working for you. If you give them the impression that you’ve thought of everything, why should they bother giving potentially valuable contributions? Make people feel good about all input, even if you don’t think it will work or have already thought of it. Open flow of communication and ideas is key to a successful team. Top Agent Magazine

THAT’S NOT THE WAY WE DO IT HERE

Well, why not? Being a successful leader means always being open to change and improvement. No great leader is ever accepting of the status quo. It’s not only lazy, it’s uninspiring and usually leads to a work environment that is stagnate. Yes, keep things that work going, but nothing should ever be untouchable. Creative thinking should never be faced with constant roadblocks. A good option is to always ask for more information. Let your employee show you why they think their way might be better. This gets them energized and excited to approach you with more in the future.

I’M NOT HERE TO MAKE FRIENDS

This is a workplace, not a reality show competition. Good leaders know that building strong workplace relationships, with employees, vendors and peers, is the foundation of a successful business

DON’T BRING ME BAD NEWS

No true leader avoids bad news. They confront everything head on because as we said above, they know that ultimately everything is their responsibility, and ignoring a potential problem will most likely end up being worse down the road. Good leaders want to know bad news right away, and the last thing you want is to foster a work environment where employees feel like they have to lie to you.

YOU JUST DON’T GET IT.

You’re the boss. If someone who works under you is having trouble understanding something, it’s on you to make it clear to them. Getting frustrated makes them less likely to ask for help in the future. Sharing your expertise and experience is not only generous, but a necessary tool in the success of your business.

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KATHY & LOLA PANCO In 1978, Kathy Panco’s footprints began to appear on the beaches of Ocean City, Maryland and the lower Delaware seashore. Two years later this former Physical Education teacher, with B. S. and M. Ed degrees became a REALTOR® during the era when interest rates were 18% and real estate was primarily “male dominated.” There were no cell phones, no multiple list, no lockboxes, no internet, no fax machines. Listing agreements were one page and a contract was two pages. Rules and protocol were so different back then.

to a happy real estate transaction. Know your inventory! Visit her website: www.kathypanco.com, for a sampling of her marketing techniques which include: sand art video and creative advertisements. Kathy’s community and real estate accolades include Realtor of the Year/Community Service Award, Ocean City Citizen of the Year, and Multi Million Dollar Producer with Moore Warfield & Glick Realtors, Coldwell Banker Residential Brokerage and presently with Condominium Realty/The Mark Fritschle Group.

The real estate boom began to occur in the late 1980s as interest rates became more affordable. People were flocking to the beach in search of purchasing their beach retreat. Kathy was determined to use her teaching expertise to convert wish list criteria into dreams come true. Being involved in the real estate associations, as Director on up to President of the Coastal Associations, and numerous committees helped launch her career.

Kathy’s son, Michael Panco enhances her marketing thru his company, Ultra Solar and Wind Solutions, LLC and Above Aerial Drone Photography (www.ultrasolarandwind.com) with high quality drone photography and 3D modeling that vividly present the property’s features. Lola Panco, Kathy’s daughter-in-law, is a “rising star” who works side-by-side with her. Lola, graduate of the Belarus Academy of Arts in Minsk, Belarus, oversees all computer and technology skills, including professional photography, interior design, and staging, as well as custom portraits, murals, sand art and advertising. Their one stop shopping approach streamlines the transaction process from listing to contract to closing and creates repeat customers and referrals.

Networking by volunteering in the business community, she rose from Director to President of the Ocean City Chamber of Commerce. Kathy’s record breaking fundraising activities and charitable work gave her exposure. You reap what you sow! The keys to her success are found in her listing and selling techniques. She learns the most by listening to the needs and wants of her clients. By using local lenders and service providers, Kathy found that her clients’ best interests were protected and transactions streamlined and expedited. Working within one’s geographical area of expertise leads

Kathy and Lola know the beach and concierge services, and maintain a positive and close relationship with the business community and with fellow Realtors—and that makes the difference.

Kathy Panco and Lola Panco

For information visit kathypanco.com Condominium Realty/the Mark Fritschle Group 6200 Coastal Highway, Suite 101,Ocean City, MD 21842 | Phone: 800-400-6275 www.

Maryland Title Service proudly congratulates

on being featured for the state of Maryland in Top Agent Magazine! MARYLAND TITLE SERVICE CORPORATION Serving the Resort Area since 1989

Helene Parks Richardson Helene@BeachSettlements.com 410-723-2000 office | 443-735-2455 cell Maryland License 65581| Maryland Title Service License 2509 11500 Coastal Hwy #7, Ocean City MD 21842

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Modern Email Etiquette for Today’s Agents In today’s tech-forward culture, consumers are constantly inundated with promotional emails, alerts, invites, and social media blasts. As a real estate agent or a loan officer, how do you stand apart from the noise? What’s more, how do you stay relevant in a digital landscape that’s constantly changing? For starters, there are a few timeless techniques you can apply to up your skillset when it comes email and digital communication: asking questions that Top Agent Magazine

inspire conversation, politeness, and following up regularly—to name a few. Likewise, there are surely new tricks you can add to your arsenal to stay ahead of the curve. Let’s outline a few ways you can refine and update your email etiquette to compete in today’s virtual marketplace.

Make your subject line count Too often, we labor over the content of our emails without giving much thought to subject lines.

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Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. However, these little headlines can go a long way in luring the consumer to open your email and ultimately click through to your website in search for your services. An enticing subject line should be short and sweet, ideally less than fifty characters. You might also include the name of the recipient, and be up front (though concise) about the subject matter of your message. Remember: the first thing a client will see is your name and subject line—be sure to make this prime real estate shine.

Think mobile Research tells us that 79% of Americans check their phones within fifteen minutes of waking up. In fact, much of modern day correspondence occurs by smartphone. Accordingly, you’ll want to account for email readability on a mobile phone. For instance, incorporating paragraph breaks for each new thought allows information to be parceled out in a palatable way for readers utilizing small screens. Also, any sort of graphic flair or links within your email should be shortened and streamlined for mobile consumption. Send yourself an email every now and again and access it from your phone—you’ll be able to double-check that all the elements of your emails are working well on a mobile platform.

Incorporate email tools There are excellent tools out there to enhance your email experience. With just a quick download, 14

you can add spellcheck, a URL address shortening feature, or a delay option that holds emails for thirty seconds before they’re sent. Think about the possibilities! Haven’t you sent an email without including the attachment you intended, or realizing you sent correspondence to the wrong client? If that’s the case, a delay feature can help you save face and build in a window for error— just in case. Regardless of which tools speak to your email habits, there are plenty of add-ons out there that can revamp your digital correspondence style.

Use email to maximize your online presence These days, there are plenty of ways to communicate—email, text, phone, apps, and social media. When you interact through email, consider it an opportunity to invite your client to follow you elsewhere online. Ensure that your email signature includes unobtrusive, streamlined links to your social media accounts, professional website, or review page. This will build in an opportunity for clients to engage with your brand, and you may even add an online follower for the long term. Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. Keep these approaches in mind as you reenergize your email technique and fortify your communication in the digital era.

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ALEX FOX Top Agent Magazine

Alex Fox owns and operates Allfirst Realty brokerage, serving the needs of buyers and sellers alike, with offices in Baltimore and DC.

lative career and company over the course of seventeen years, leading a finely-tuned enterprise defined by candid counsel, resultsdriven execution, and a genuine passion for his daily work.

ALEX FOX Alex Fox got an early start in the world of real estate. He first became involved in the industry in 2000 while he was in college, and once he graduated from John Hopkins University with a Master’s Degree in Business, he went on to thrive in other industries. While he developed an incisive sense for management and negotiating, he was all the while exploring real estate on the side. Though he had excelled in other professional fields, his heart led him back to his true calling and he launched his own real estate brokerage back in 2006. Since then, he has cultivated a super16 Copyright Top Agent Magazine

Primarily serving the state of Maryland— from Cecil County to Prince George’s County and everywhere in between—Alex recently launched an additional office location in nearby D.C. Today, at Allfirst Realty, he heads a team of ten, serving the needs of buyers and sellers alike, with a particular emphasis on catering to real estate investors. With 100% of his business generated by repeat and referral clientele, Alex cites his commitment to honest and positive results as the foremost drivers of his success to date. “Results speak for themselves,” he says. “Our investor clients continue to make money, our sellers are happy because they get top market prices and sell their homes quickly, and buyers find good listings. People trust us.” Likewise, Alex doesn’t shield his clients from the truth Top Agent Magazine

Photos by Zhenia Bulawka

of their investments, providing them with the data and unvarnished counsel necessary to make an intelligent and informed decision to buy or sell. “The reasons my clients trust me is because I don’t just tell them what they want to hear,” he explains. “I show them the data and bring them the facts. At closing, my goal is for my clients to have had the best possible day. That buyers and sellers walk away happy and our investors continue to make money. Mostly important to me is that my clients trust I gave it 110%, because I always do. I fight for every penny and my clients know that and see it.” Top Agent Magazine

In that vein, Alex has a particular proficiency in negotiating, arming himself with in-depth information to position himself and clients for success. “I always tell it like it is,” he says. “I win negotiations not because I yell the loudest, but because I’m the most prepared. No matter how big or small a deal may be, whenever I negotiate anything, I know every intricate detail and piece of leverage about a property.” Woven into the fabric of his business is Alex’s belief in continually learning, asking questions, and staying true the entrepreneurial spirit that launched his first foray into the industry. “Real estate is not difficult 17 Copyright Top Agent Magazine

to get into. You take a short test, you pass, and you can practice. But what many people don’t realize is that it’s so much more than that,” he explains. “It’s all about managing relationships, with clients, peers, vendors. You have to earn everyone’s trust, and that won’t come just by default. I never stop asking questions and trying to grow, the minute you do—you become obsolete.” To market his listings, Alex takes a multipronged approach that combines the best of tried-and-true traditional outreach with today’s sharpest technology. In addition to utilizing his own online presence, Alex also commands social media’s vast reach. Using proprietary tools, Alex makes use of his vast network of Copyright Top Agent Magazine 18

connections in the field. To tap local markets and stir up a buzz, he incorporates direct marketing materials based on property areas. He also goes door knocking neighborhoods where listings are located, finding that connecting on a face-to-face level with locals is an excellent source of leads and referrals for potential buyers. Lastly, if the location calls for it, he’ll print in local and college newspapers to expand a listing’s visibility. To give back to the community he calls home, Alex and his wife contribute to a variety of worthy causes, such as cancer research funds and veteran’s organizations. Because he manages his own extensive rental portfolio, he also makes a direct impact on the Top Agent Magazine

“The reasons my clients trust me is because I don’t just tell them what they want to hear— I show them the data and bring them the facts.” veteran community by offering discounted rents to those who have or are currently serving in the military. As for his rare free hours, Alex enjoys spending time with his wife and kids, staying active through participation at his area CrossFit gym, and getting out to the links for a round of golf when time permits. Eyeing the future, Alex has plans to continue developing his team. Last year, he grew his office from two to ten, and with his brand Top Agent Magazine

firmly in place he plans to grow his newly minted D.C. office and venture into commercial real estate, as well. Though his tenure in the industry has spanned nearly twenty years, Alex is still fueled by the same enthusiasm that launched his career. “I live and breathe this business,” he reflects. “This is what I do. I love people, I love to be in the mix every day. I’ve done other things but I’ve always come back to real estate, and this business is me. I can’t see myself doing anything else.” Copyright Top Agent Magazine 19

To learn more about Alex Fox visit AllFirstMD.com, e-mail alex@AllFirstMD.com, or call (410) 963 - 3191 www.

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Turning Your Profession into a Passion The old adage goes that if you do what you love, you’ll never work a day in your life. On the other hand, it’s easy to get bogged down in the day-to-day worries and responsibilities of your career, even if you generally enjoy what you do. While there’s no guaranteeing that every day on the job will be a picnic, there are a few steps you can take to vastly improve your morale and transform your profession into a passion. After all, cultivating a passion for what you do will not only add to your quality Top Agent Magazine

of life, but will likely make you more successful in the long run. BUILD YOUR BASE OF KNOWLEDGE Knowledge builds confidence, and confidence breeds success. A sure way to light a fire in your heart for your daily work is to challenge yourself to learn more and expand your understanding of your field. By doing so, you equip yourself for success, create challenges, and find the most inter-

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esting features of your work—especially those that most appeal to your interests and talents. Try reading the top five books on the topic of your industry, or subscribe to a podcast where thriving professionals offer their two cents. Either way, learning more about your industry is bound to reveal a source of inspiration worth pursuing. THINK ABOUT THE BIG PICTURE

and excelling in your field, you may find that others’ approaches inspire your own. Likewise, what you learn from other successful, passionate people in your field can help you shape your own office and work life, in turn creating more opportunities for you to fall in love with what you do, all over again. TAKE RISKS

CONNECT WITH LIKE-MINDED PROFESSIONALS

One of the biggest hindrances of professional passion is falling into a rut. Routines are familiar and everyday responsibilities vie for our energy. But the next time you tackle a task the way that you always have, take a moment and try to refresh your perspective—is there a more clever or efficient way you could approach this project? Even better: why not take the plunge and do the things you’ve always been meaning to—throw that client appreciation event you’ve put off planning, take the continuing education course you keep forgetting to register for, even try a creative activity that pushes you out of your comfort zone. There’s no better way to inject some passion into your life than by going outside your bubble and taking a risk.

Have you ever chatted with someone who was overflowing with energy for what they do? That sort of passion tends to be infectious—often causing us to beg our own questions about professional engagement. By participating in local organizations or networking with those who are active

Passion comes from all directions—from your own interior journey and from the world around you. To transform your profession into a passion worth having, invest in yourself and venture into the vast world around you. You’ll surely reap the rewards.

Sometimes reinvigorating your passion for your work is about looking outward, rather than inward. Gain some perspective and consider who your work helps in the long run. As a real estate professional—whether you work as an agent, broker, in mortgages, home inspections, or otherwise—your work positively impacts someone else’s home-sweet-home. You make a difference. While it may seem like just another day at the office, taking a moment to visualize exactly who you are helping in the world at large is a great way to add some motivational fire to your daily tasks.

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NANCY HULSMAN It’s not common to meet someone who has worked in the same field for more than three decades. But for Nancy Hulsman, a real estate professional who thrives on the industry’s continual changes and regularly educates herself on best practices, that long commitment remains as invigorating as it was in the beginning. “I was on a summer break from college in 1984 and a friend asked me to take the real estate course with him,” says Nancy, Associate Broker with Coldwell Banker in the Greater Baltimore-Washington area. “I took the class, decided that I loved it and started right away!” In 1985, Nancy formed The Hulsman Group, through which most of her 11 agents are buyers’ specialists. “My personal business leans toward listings, but I still focus on buyers,” she says. “Because I am a top listing agent for my company and in the real estate community here, I can provide good leads to the agents on my team while mentoring and teaching them.” Mentoring agents is one of Nancy’s greatest passions, especially guiding and encouraging newer agents. “We have a philosophy that it’s not about the money, it is about being service leaders,” Nancy says about her team. “We always do the right thing by clients.” From the start, her team members work closely to define each client’s goals, learning exactly what they want and creating a program to meet their needs. In the case of buyers, the Hulsman Group takes a unique team approach to working with buyers. “In our fast-paced market where there are often multiple offers, we assign two or three agents to work with every buyer.” Each buyer then has a group of agents keeping an eye out for the ideal property; likewise, there is always someone available to show them properties in a competitive market. Not surprisingly, more than 85% of the Hulsman Group’s business is from referrals and repeat clients. Sellers eagerly praise the team’s unique internet-based marketing presentations. “We partner with more than 900 websites using special technology for buyer attraction with a global reach,” Nancy says, describing Greater Baltimore-Washington as an area that attracts transferee buyers. “We cast the largest net possible to the buyer pool and each listing also gets its own website.” Nancy also conducts consolidated communication to other agents and potential buyers. “We also do virtual brochures, which allow us to connect with a buyer while they’re sitting in front of the house requesting the electronic brochure from their phone.” Once they develop client relationships, Nancy and team nurture the connections long after every purchase or sale. “We send out Top Agent Magazine

a very personalized newsletter every month and host quarterly events; we also stop by to see our clients with tokens of appreciation,” says Nancy. “I thrive on helping my clients reach their goals; for me it’s about providing service and that satisfaction to them.” Nancy also thrives on building her team. She holds onto her goal of providing an atmosphere into which her team members may want to bring on their family members as fellow agents if they want to. “And I’d love my daughter to come in and help with the team one day,” says Nancy, for whom time with her middle-school-aged daughter is the greatest gift in life. “Real estate helps me create a good life for her and an atmosphere of good values.” Those values include giving back to the community they serve. The Hulsman Group takes part in numerous efforts to support nonprofits such as Simple Sacrifice, a Baltimore food pantry and kitchen. “We help provide them food and manpower,” she says, adding that she also supports Project Feeding Kids thru Feeding America that provides meal services for children in food banks. Serving the community through real estate since 1985 brings Nancy consistent joy. “I love my work and I love having helped thousands of families buy and sell homes over the years,” she says. “I like having a good reputation for doing the right thing and for making home purchasing or selling an exciting and rewarding adventure.”

To learn more about Nancy Hulsman, visit NANCYHULSMAN.com or go to her Facebook page, http://www.facebook.com/TheHulsmanGroup email nhulsman@cbmove.com or call 410.984.3125. www.

Business Growth Hack: Absorb Your Clients’ Stress! Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth. 24

You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up

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your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable. Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.

Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family. And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions. Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.

Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service. Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine

Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and

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sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly. Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted. Instead, they know trust must be earned and nurtured over time.

Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 26

mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’” Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares. If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help. When clients feel cared for, they remember the agents and partners who helped them.

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VIKTORIA RINGHAUSEN Top Agent Viktoria Ringhausen, of RE/MAX ONE in Prince Frederick, Maryland, has spent the past seven years building a solid reputation as a trustworthy agent who can be counted on to take care of her many buyers and sellers. Her wealth of industry knowledge, along with an authentic, personable approach have endeared her to all who are lucky enough to work with her. Viktoria’s stellar work ethic and integrity-based approach have been the foundation of an exceptional career that shows no sign of slowing down. Viktoria came to the United States from Russia in 2002, speaking little English. Yet, her drive and intelligence earned her a BS and MS degree in Mechanical Engineering from Northwestern Technical Institute. In 2009, a friend suggested that real estate might be a good career fit for her, and she accepted the challenge and obtained her license. At first, she worked for free, an almost unheard-of choice that allowed her to establish a strong knowledge base. “A lot of people start in the business thinking the business is just going to come to them,” explains Viktoria. “But the truth is that you have to be hungry for it, and you have to hustle and work a lot of hours.” Still, many people she knew suggested it would be an uphill battle to succeed in the industry. “A lot of people told me that if I wanted to be successful I’d have to lose my accent,” she says. “I proved that I could succeed anyway, and that anything is possible.” Succeed she did, and today she is one of the most respected Realtors in Southern Maryland. Viktoria, who focuses primarily on new construction sales, can boast of a business that is based more than 90% on referrals from satisfied clients. This client loyalty is based on a number of factors, chief among them her true desire to make the often-convoluted transaction process as smooth as possible for them. This is made evident by the sheer number of five-star reviews on Zillow.com. Among them is this glowing testimonial: “Our experiences working with Viktoria have been nothing less

than amazing. She is very responsive to emails and phone calls, and I feel like she went out of her way multiple times for us. I can tell that she’s very passionate about her job and loves helping others…I also liked how she kept us informed of every step of the selling/buying process.” Viktoria’s intelligent marketing of her properties is yet another reason for her continued success, and she is particularly adept at utilizing the social media platform Facebook to make sure her listings are seen by as many potential buyers as possible. When asked what she enjoys most about she does, Viktoria’s passion for the real estate industry is made clear. “When I first came to real estate,” she muses, “I was searching for my purpose in life, and trying to figure out what I was good at. I decided my purpose was to use my creativity and inspiration to help others achieve their dreams. That makes me very happy.” Giving back to her community is of vital importance to Viktoria, and to that end she sits on the board of a local business women’s group. Her philanthropic efforts include donating a portion of every commission to the Save the Children organization. When she’s not working, Viktoria enjoys spending time with her family. She is also an avid runner. “I have a crazy dream of running a hundred miles,” she laughs. Reading, writing and the education and coaching of up-and-coming agents are other endeavors that she finds rewarding. Viktoria also has a soon-to-be-published motivational book on the way, called Will to Win, a collaborative effort. Viktoria’s plans for the future are simple: to continue growing her business by providing the exceptional level of client service that has become her hallmark. “My main goal is to just be happy with what I do,” she says. “I want to enjoy it and help as many people as I can.”

For more information about Viktoria Ringhausen, please call Cell 770.617.4621, Office 410.535.6291, email viktoriaring@gmail.com or visit facebook.com/RingViktoriaRemax1 www.

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