Nationwide 7-10-17 by Top Agent Magazine

NATIONWIDE & INTERNATIONAL EDITION

8 Tips on Using Disruptive Thinking to IMPROVE INNOVATION

FEATURED AGENTS

BE THEIR REALTOR FOR LIFE: How to Build A Relationship With Your Clients that Will Last a Lifetime Â®

7 Simple Tips that Are Proven to Help You STAY AHEAD OF THE COMPETITION

COVER STORY

IAN HURDLE

MATT BAUSCHER TONY & LAUREL DiMAGGIO CINDI SODOLSKI LISA ENGLISH PAUL DUKES ARUN JAGTIANI SUSAN T. JONES JOE KERTESZ FAITH PENNYBAKER AGUS RANKIN CHRISTY RIOS ANTHONY ROLANDO AUSTIN SPARKS PROPERTY MANAGER WALTERS & CO REAL ESTATE SERVICES MATT WYBLE

NATIONWIDE & INTERNATIONAL EDITION

IAN HURDLE

MATT BAUSCHER

LISA ENGLISH 28

TONY & LAUREL

DiMAGGIO TONY & LAUREL DiMAGGIO

CINDI SODOLSKI

31 ARUN JAGTIANI 32 SUSAN T. PAUL DUKES

Top Agent Susan T Paul Dukes was approachingOne a crossAsArun for marketing, a m it look could say Jagtiani is Paul all takes aging Broker at Wi roads in his life serving as a NSW police his listings, creating on cooler,” heart. That would be true, but itthoughtful Estate in Bellevu o officer, when he decided to getwouldn’t into the do justice out thetobest each home.That’s In add his in extensive has a staggering f ge knowledge, and to even real estate industry. At the time, he had integrity, fessionalefficiency photographer take st IAN in the real estate shows “ creativity. years since he been on the hunt for a career change In the he eight also employs stylized images HURDLE wealth of accumula NBC’s his agency, Island Real Estate when his interest was piquedopened one day potential buyers—crafting images and experience has onhouse YouT Team (IRE Team), the make St. Maarten PAUL DUKES LISA ENGLISH SUSAN T. JONES when ARUN speakingJAGTIANI with a friend who owned styles that it simple for solidly among the has built the largest teamhome. on Consider his own agency. He suggestednative that Paul unfolding in a new of all agents Asworki a loc theby island. get his license and, energized the era, Paul’s marketing l green efforts State.theare enti prospect of a new challenge, Paul decided to take the leap. Today, platforms. Accordingly, each prop and use The for Arun’s real selected estate career was planted when he was anonymous; wasseed only notified upon being for Lisa English’s two passions form the Paul backbones herown ownsofhis thriving she agency, having founded his enterprise networkinof1975 online listing platforms from the University advertis teenager. “My mom gave me Having a lot ofgraduated motivational books,” he the prestigious aaward. professional and personal lives and, in some ways, even on a professional philosophy recalls. steeped“I in read the ideals of accessibility, ing in targeted visibility across dem degrees Englishthe Literature connect to each other. While in the process of reinventthat 80 percent with of millionaires around world and Physi “I recently formedsuperior team,” client Lisa says, the Susanwith ing herself following several years touring the world as a and follow-through, memorably care.describing past immediately clients, Paul and selling his team Arun sth madea their wealth through real ogy, estate, so I jumped thought that might beinto 33) TIPS THAT 17) ON 4) REACHING THE five-member English Properties. Members include her7 SIMPLE professional musician, Lisa was instantly inspired by the8 TIPS status of the local housing market, regrets. “My degrees didn’t really qualify me ing an o an industry like to get involved full-time executive assistant, I’d Jamie Woodhead; two buy- in.” positive energy emanating from her next-door neighbor at ARE PROVEN TO HELP USING DISRUPTIVE MILLENNIAL MARKET Primarily the Penrith area, Paul’s&team ofexcept two expertise to says, their clientele. Taking teaching,” she “and I thought sel rebound er’s agents, Maggie McCuiston Daniel consists Effenberger; and the time. “I had passed the real estate exam before butserving had sounded interesting, soin I got mypast license andby th additional a buyer’s agent and assistant, who alsoAHEAD checks with clients Betwee In IMPROVE 2000, was sophomore at Florida International University her husband, Quinn, whoArun workspersonal with a buyers andYOU manages never done SOCIAL anything with it, but after seeing howTHINKING wellmembers, my STAY OF TO THROUGH the team’s financials. The group bring decades of market neighbor was doing as a REALTOR®, I got my ensure license and madly love with it and it will be makes forty-two ye close to help all transactions progress smoothly and efficiently. faring. Above all, Paul a co and a new father. With money tight, heinstarted selling timeshares, THE MEDIA knowledge and vast experience with the intricacies realCOMPETITION joined her for a year as her assistant.” Soon, thatINNOVATION passion I’veestate marketing and homes.” he says whichspans required that he get a ofreal the selling process, Since starting his estate. firm, That he’sexpertise opened up two additional locations inbeen license. able as aInresource to his clients, ev pricing, permitting, marketing blossomed to levels rivaling her love of music. She went bills. Th he decided to become anPaul agent when he graduated. At the end of Emu Plains and Glenbrook. With aservice passion for relishes and the personalized they offersales, buyers and sellers in out on her own, opening her business with Keller Williams preponderance oftothe those years been Monmouth Ocean degree Counties. East Monmouth, in New Jersey. In 2016, was named perseve 2002, hand, to heconsistently movedThe back to St. Maarten begin his have hisLisa daily work and pridesand himself on his inability Outside of office, Paul spon 37) 5 SURE–FIRE 21) THE 13) HOW the 2016 TO REALTOR-Associate of the Year by the Mon-BECOMING ermere, which holds a whopping 42% of the can all m c real estate career. deliver on his professional promises. Driven by an impressive Nepean Triathlon, one of the olde ® Their commitment to customer service brings continuous mouth County Association of REALTORS (MCAR). “I this area of the Northwest. “I was one of the f WAYS TO GET MORE BEST OF THE BEST OVERCOME YOUR 87% rate of repeat and referral clientele, Paul’s unwavering comserves as manager of his sons’ s repeat and referral business to English Properties. “It’s not was surprised!” she says, noting that the nomination was He also Arun serves the Dutch side of St.here Maarten, office a 16-square-mile area. I work at,”favorite she says. Wh being booming. sales people mitment to his clients’ successes keeps about business “Ibutamin thepens to that be one of his pasti REFERRALS WORKPLACE FEARS several Repeats andbeing referrals account for 70–80 percentteam of his business— service people,” says have a support that she expresses great gr an authentic person,” Duke says. “In sales, you have to be up front favors an active lifestyle, and when Lisa. Service, she explains, his entir not an easy feat, considering that his competition comprises is adamant about maintaining one on one con 29) 5 SOCIAL MEDIA and real with people—while understanding your In that his wife or going trail running to means theymarket.” deliver more ily day, international brands with multimillion dollar budgets as well asshe says. her clients. very attention to each relationship MISTAKES REAL ESTATE vein, Paul’s dedication to forthright communication—establishing he“I’m loves to hands-on,” hangCaring out with his thewife mov mom-and-pop agencies that have been around for decades. than and mightconfidence be expectedinofhis expectations from the outset—instills calm and their loved ones. AGENTS MUST deeplyAVOID about clients is keycare to about his agency’s able hold itsis dueurdays. them. “We really While aboutbeing 30% of hertobusiness to her clients during a process that own can often arduous and our clients and arecomplex. always againstbe the competition. “The thing I the tellrest someone tionfirst specialist, of herwho clientele is base Likewise, Paul prioritizes complete transparency clients, As for yearsand ahead, has pl in communication, Arun e joins my team,” Arunwith says,his “isletting torepeat makeand it about thethe clients, the Paul referral business. “Being a relocatio themthe know what’s happenand has found that he is able to achieve best results when grow his business, adding talente brands money willing, follow. If it’s the reverse,” he tells them, “clients will that I have to be able to sell a house in many guiding them through Last Me ye everyone is on the same pagequickly from the veryyour beginning. “I put share his drive and enthusiasm. realize motivation andinnota return.” the process, listening within and Phone 888-461-3930 | Fax 310-751-7068 40-mile radius, and need to speak inte division a lot of hours on a daily basis,” Paul says. “But intothetheir end, it’s all providing his clients with an exem responding needs.” schools and other facets of the different neigh sellers, they spare a tee own Arun thinks the don’t box, creating marketing campaigns thatimpression, mag@topagentmagazine.com www.topagentmagazine.com about |achieving a positive outcome forForoutside my clients.” That said, a positive that’s whatonly I’veleaves done over the past decades. I’b cent inhave marketing, using only happens his competitors attempted to duplicate. One such campaign Paul his work as more than just aprior job, and often cultivates to the buying and selling processes. No portion of this issue may be reproduced in views any manner whatsoever without consent of the publisher. Top Agent Magazine is professional photography and Dutch s was a photo shoot he and his team set up on the beach. “We made relationships those he serves, attending the already in place, and a decisively published by Feature Publications GA, Inc.long-lasting Although precautions arewith taken to ensure theeven accuracy of published materials, Top Agent wedding of a past client. He sums his ethos up simply: “For me,” future, the years still to come are su Magazine cannot be held responsible for opinions expressed or facts supplied Copyright by its authors. ToMagazine subscribe or change address, send Top Agent he says, “it’s about the people.” and his team. inquiry to mag@topagentmagazine.com.

CONTENTS

Published in the U.S.

Top Agent Magazine

For more infor

JOE KERTESZ

FAITH PENNYBAKER

Faith Pennybaker of Coldwell his work, andTop hasAgent a them. As a Top 1 Percent agent, Joeconstruction closed moreand finance, Faith is consistently Banker ranked among 35 experi39of sales yearly. 40 eper and broader than has over twenty-five-years than 45 transactions last year.36 “I bring clients all the top ten percent enceand in the real estate world, allowing of herthe to information they need to make the best With repeat clients After almost ye provide and he says, “and I’m always aFaith takesfor great pride in how she markets Whather do a former photographer, to dofifteen everyth bout 60 percent of his her many clients in the Manatee choice,” resource hospitality industry wo Sarasota counties of Florida with top-notch properties. In addition to the state-of-the-art restaurant owner and attorney graphs, helpi lients are thrilled with them, even years after the transaction. I’m now Marriott Corporation, customer service skills, which set her head tools Coldwell Banker provides to disseminate working with the kids of prior clients and really have in common? If you’re Agus percent repea Rios wanted to take he and shoulders above her peers. her listings, she utilizes cutting edge technolenjoying the trust they have in me.” Rankin, you’ve been all three, conversion ogy to show each home to it’s best advantage, for excellent customerra gents out there,” Joe anddrone you put all your skills—and percent of the Faith began her career in real estate in Calincluding professional HD photography, a different direction. S n service, doing more One of the ways Joe stays in touch with past cliifornia in 1991 starting out in the Mortgage video, and 3-D walkthroughs just to name a few. for a more flexible sc your whole heart—into helping d get anywhere else. ents is an email newsletter. Many of his clients she time sells side doing client origination and then whole-FAITH PENNYBAKER spend JOE KERTESZ AGUS RANKIN CHRISTY clients buy and sell RIOS property. she couldAnd onent of having are also friends or investment partners who call sale real lending. In 2005, she relocated to Florida Negotiation is an art, and Faith has mastered it. onstart the daughter,stayed who was d at what you’reand doing. him four or five times a week for resources. He a deal together,” she says. “I just became licensed in the Sunshine State. “I like putting high. So in 2005,“Ishe lef Originally from Italy, Agus grew week. enco low up on details. My loves it. love being able to find out what it’s up going toembarked and and on her real to estate career.us“Imore haven’t in Argentina went colof aevc my market knowledge, It’s her tenacity in fighting for her clients, among many take on both sides to get the deal done.” Listening to herback,” cli- Christy says with a smile. “I love it!” legeinat Oxford,&in CO. the UK, where ESTATE overprice,SER it’ 43 51REAL His business model is unique in thatents he also estate importance work ds and amenities the neighborWALTERS otherinexemplary characteristics that keeps Faith’s many cliis44 ofdoes paramount to Faith. “It all starts the she PhD in international law. As a&of former attorney, and renovation work for “I investors want towhen get out the thata consultation ation and negotiation skills.”to her and referring ents returning new customers. have who beginning, youofearned have with yourCurrently clione the top individual agents in her offic & Co. takes the high standard they Denver-based Walters Co. A fourth-generation r You might expert say thatinAustin Sparks Through his real company he donates toTo several chari market he distributing listings on commercial estate sites, proTony interest to pursue aneed career in Histo resources include construction crews, renovation contracts—exactly the Realtor want on applies itTony to both the was investor and th Real Services places persistence,” she says. “I market. work hard getRolando’s the deal done ents. You toshe’s find out their motivations, whymajor theyEstate need works solo with ayou transaction coordinator toborn suppor Wyble with was destined to get into the real nizations, including Food For the Hungry. Aus motes properties across his vast, personal network. “I’m like a walking real estate goes as far back as middle school. Facebook an Metropolitan Area, they currently ma its pride in the word service. had its roots infor childhood. Hisand father titlemile professionals, photographer my clients, the factprofessionals, is I go the extra for every even to buya or sell, how areand we going to best market theiragent propyour side. “Being a real estate is not about thePhoenix, in his blood. Just focuses on the Eastopening of which enc estate Hishome. was a you’re spending time with hisValley wife 4 150 kids, camping, sa expect toand reach by year end. Dann “We’re an passionate all-encompassing, billboard,” hedad says. “When about your profession, you after he his them parents ho recruited Joe in grade school a hand-picked that he’s vet“Just So single one of them.toI’ve copywriter—i.e., been blessedSundays, to have over church, 97% support ertyand orteam get intobusiness. their dream We uncover what War II,Scottsdale Matt’s gre Mesa, Chandler andwriting Gilbert; as well asand an door,” she says, “we can all do that. It’s about conis happening organically. “For at leas full-service, one-stop, real estate can’t help and but talk about it.”how Toing,biking stay in touch past clients, relies exploring go on long viewing new agent investor andwith traveling. He’s he currently homes, make of repairs and focus on repeat ted over thewould years. Toas that heascar addsrides, hisend in-depth my clients becoming buyers and seller well the resultsuccessful isknowledge that they’re trying to achieve, and home hasn’t ther, Raymond Gran Incan the Mesa area–where alsoprefers lives–she clients, we’ve helpedspecialize identify th brokerage and property man-thanment tracts, and believe me,he nobody can do that better a she former on e-mails, texts, and phone calls, depending on how each client subdivisions and and developments around the Austin’s whole life, and was in mico-lending within developing countries, and ju his clients. Over thegiving years,me Joe’s of home renovation, staging how prepare home actively referrals.” webest put to together thea financing if needed. We discuss things after the sale for management,” he sa agement company with an apercent brokerage—Arun agent tours ar end, luxury homes. One hundred of Christy’s attorney!” to communicate. He reaches out to keep clientsthe in organization the loop aboutB4T. area. that, Tony recalls always intrigued bymatter the business. from Myanmar with property management business comes extremely high level of service 48often neighborhood amenities that and weigh out the management aspect and he began for market. Richmond He markets his Before listingslike online with a lifestyle Aftereverybody, Raymond’s de comes from referrals and repeat customers. “I spendhe s developments and goings-on in their area of interest— another detailed spending time in parks and the local creek, word-of-mouth about our service,” for real estate investors and He within finallyeach got community. his license in Faith’s appreciation for herapproach clients is obvious, andcertain she works It’s2003 not just about vestor representation and buy-andand makes the dataassociated is spot on.fees grandfather, Ray G on marketing at whatever all,” she takes togenerally ensure properties tenants,” says WalShe’sWALTERS also moved internationally four times, somyself shelong understands clo way thatall Tony serves as their a resource to hisWillie clients after theittosays. transaccatching frogs and turtles, and creating habANTHONY ROLANDO & CO. MATT WYBLE AUSTIN SPARKS and bought his first rental property Austin would like to continue see his company g hard to convey this to them. “Every quarter I call as many the price of the home, it’s about of the terms within it.” over changed t e, he had started as a volunteer for these properties as ifand they’re our own.” who entered real estate in tion has closed. for them tanks andbest a pond the “People move forters, aWall reason, whether it’sthe a new baby, “I’m so bless REAL ESTATE SERVICES clients as stayed I can, for and aI’ll pop with itats little gifts for inthem. PROPERTY MANAGER in 2005. Since 2008, Austin has constantly leading charge to retool systems and Theby personal relationships he10-gallon develops are the part ofstress. the Ray Realty. 2013 after more than 30 years serving Street “Many artment in college and Whatinvestors. keeps her clients coming backGrant at such a rep he had built in his backyard— perhaps an early indication of his interest athe divorce, a job I’masthere ifestate clients need help packmoney, ifthe Irech Willie adds that their in-depth know Wall investors were interested inwell realorder investments, so it their For me, it’s not about spending the money, showFaith hasfinding a been son and aStreet daughter both asmy apassion forward, the business for Joe.it’s Heabout enjoys being outside, right at C.W. Sparks Management, to better serve owners ashis well as their Altogether, itloss. isgrown Tony’s authentic forit’s histhework that unites rate? “Iafter think experience Ipoint brought from real estate. Afterfollow graduating college in 2010 with distinguishes them.times “We gather treme made sense for meWhen to getof involved,” says Willie, who some due ing them thatin Idevelopment care. A lothouse ofand agents don’t ever uphishis granddaughter that she adores. she’s not working, passed down from ge ing or taking care the kids,” she says. As a divorced mom, as is ne and spending time with clients. “There’s merit in the company dad founded in 1992, where he serves as the expertise and winning personality. At the Christy end of the day, he“Marriott keeps management.” his teaches its industry,” explains. through property By co began helping investors identify quality properties. a Bachelor’s of in after Real the Estate and a Bachelor’s of Science indiligence the“and transaction. to Science addan value sale, Faith can beisfound biking, camping, fishing in the Keys generation. Today, Matt has mounted aI thriving career, f de and out,” heafter says, I’m stillI try being advocate forDesignated your when client,” he says. “Being a Agus resource counted on her “village” to help her, so she tries to do Broker. Austin responsible for the oversight of They are also looking to possibly expand into ne sight on the individual or family at the heart of each transaction. “This investment experience and knowledge that the customer is always right. brought that me Economics Virginia Commonwealth University, Tony began his ® ask about their kids I from also drop off information I think with her husband and spending time with her small menageducation in marketing, the tried-and-true insight of a fami Her passion analysis and more, they provide clients At first, Willie and his wife, Lizz, a REALTOR since 2007, oute and with itsI history, community, for them may be one of the most important things in helping is a people-driven industry. I like to say I’m in the business of people,” all marketing, management, andthe financial operations, well places, where bring their unique realwith estate. I’mthey very accessible. Seven days alevel week,oftm same for her clients. “I connect them in a can deeper way career in estate, starting in property management before moving tosourced ® asactive folios. “We’re ablewe to show how that bi management services.with “But we to realizecollaboration that be pertinent to real them, whether it’s their market conditions erie of two dogs and twoheproperty cats. She is also locally incame andcan an unwavering commitment to of client-centered care. a YWCA the beauty of would the desert.” Having them achieve real estate goals.” reflects. “Connecting others through is how call me. I treat every one my clients as ifboa th as all licensee activities and compliance with the Texas Real even more people. “Even though C.W. Sparks has b than other agents do,” she says. “It’s not just about the sale, it’s brokerage, finally capitalizing on a lifelong like passion.her community, with investment strategy of an individual o we could offer our clients betteran customer service than a third party,” or paperwork they might a local food bank other and animal shelcan help each reach our goals. Working with people are what I aughters, along with his desire to need to fill out for something for Epic (a p family member. Iwe try still toalso treat the way would Estate Commission. for long time, have theowner enthusiasm of a key.people “Our portal Igives says Willie, whose nephew, joined company at that touching theirDanny life. Walters, There’s soathemuch competition in our Along his business partner, Stacey Hughes, Matt clie lea exemption.” among her on petabout projects. When clients, Joeteris usually “Daddy most aboutmanagement my work. division. We all with have different and life equipped with he six isn’t years helping of industry experience in property manhis decision toa homestead transition Today, from law to see where things stand including cas time toenjoy direct the property With treated. IDanny try toleadgo backgrounds above beyond their expectati her tim pany. That combination ofand experience andspare innovati industry that sometimes we lose the human factor.” yet tightknit team that primarily serves the Severna Park a accessreal ondo their end.is “We’re in constan ing property management, Willie focuses finding good investments, experiences, and seeing how we are all connected through estate agement, salesadventures” and leasing,with he has cultivated a flourishing commercial hisC.W. family, going to the White Mountains keeps the referrals coming. I a lot of repeat busin Sparks is a full service property management company keeps us at the top. We want to be around another 35 painting and they happily cater to clients as far afield as the metro areas o Faith’s experience is evidenced by the slew of designations As for the future, Faith is looking forward to continuing to says Willie. “Even as we build our busi analyzing investor portfolios, streamlining as needed to maximize so exciting.” sales and property management practice founded on the principles of more or exploring the valley. With a career family,one he’s that I’ve been in the business I’ve sold mam that grown toand become of“Ithe most wellaofestablished we’re oninour to Equipped achieving that.” sive marketing strategy fortwo property performance on behalf investors. Agus was pregnant withmore her second child 2011 and, as12a years, (and dog D.C., andwell Maryland atway large. with fourteen team she has accrued, including CSP, AHWD, SFR, andhas CRS. grow heranbusiness. want to add couple buyer’s trust, extensive communication, client-centered care, and n real estate for 17 years. He serves focused now on how he spends his time, but unwavhe definitely clients more than one home.” is building relationships.” residential property management companies in the Dallas-Fort there is always at least one person on Matt’s team that poss Tony a spirit of service in his community endeavors as well. He Additionally,ering she holds theforcoveted CNE (Certified Negoagents, a listingisagent…just getpractices a bigger reach. And add many stay-at-home mom, became desperate for adult interaction. passion his daily work. Tony’s track record of success an ough Scottsdale and the southeast, plans to continue onWorth his path in They real estate, committed toover his is400 “The firm focused on investment acquisitions and helping investors area. currently manage properties. Looking forw cialized of a particular neighborhood. What’s m most recently Hands On Greater Richmond, an his organization tiation Expert), which only thirteen percent ofofall realtors more happysales homeowners andthe sellers toworked the Walters. listwith for“And our next She took realDanny estate exam and hitknowledge gold. In she was new efforts, Dann buy properties,” says when we implemented impressive In justneeds over aand yeardeveloping focusing on commercial and Christy keeps in 2011 touchWith with pastmarketing clients by reachin nts first and being an advocate for one. clients’ lifelong friendships. team represents four fluencies, includi that partners to affect positive change intolocal communities. Whether it’s nationwide have achieved. With a background in new home client appreciation party!” so more peop Co.’s language reach to renters and property ow property management services we were ableclosed expand out-different leasing, he’s completed $4.5 million in closed sales transactions with nominated as Rookie ofin-house, the Year and the third-biggest phone occasionally, butproperties, it’s mostly her clients’ memo Spanish, Korean, anddisarray, American heLanguage. focuses on Altogethe the realize importa side ourclearing investment sphere. knowlFromgarden day one, we’ve completely a community that hasbeen fallen into orSign picking up to negotiating C.W. Sparks’ success has been their in-depth agents an additional $350k under contract,Key while $1,402,00.00 off excellent service provides that accounts for her commercial realtheservice.” estate transaction in the state ofshe only professional photography to re ad focusedtrash on customer Communication, transparency and a Washington. of 70% for referral business and 20% for repeat business, M from James River. When he isn’t working to grow the commeredge of every aspect ofremarkable the business combined with a level asking prices as a buyer’s representative—all amounting to a honor that we properties. In addition, Danny’s targe big-picture outlook, he says, isever what since, separates Walters & Co. from referral rate. “I serve them when they need to be se For more information about She’s been having fun getting team demonstrate a comprehensive, consistent understand cial market in Richmond, Tony really enjoys yard work, using the time of customer service that is comprehensive and efficient. Their pedigree. He currently manages more than $1.8 million in annual rentother property management companies. Because erty inand frontwhen of the ideal purchaser or rr they believe in work, I“I’ve try to do amazing they think of constitutes memorable client care. Likewise, Matt cl outside as asavings means to always spent working outside finds something they love; it’scites mutua the integrity of high-quality they place greattime keepsinthe costs low, and they pass those onunwind. to properties, receivables, including an additionalmethod $400,000.00 new property man-maintaining again, they think of me,” Christy says with a smile ting expectations upfront and delivering on commitments with my hands,” he says. mother likes to call it ‘yard therapy.’” Tony says. For Willie, the joy is in seeing c importance on tenants’ needs as well.“My “If you have good tenants and agement assignments in the past year alone. their clients. “There’s a reason wetreat have low turnover and a near communicator, Christy has aclients strong sense each quality investments he as hasof identified them well, they’ll takediver, care ofenjoys the property,” hedown that, drivers ofsays, hisnoting success. “IRiver, let my much inf is an avid scuba tubing the James and goingknow for please100% callsatisfaction 941-882-0132 or rate with our owners. We full-circle. rely on systems managed so smoothly that owners effi comes pay their rent on time and what works and tailors hertoservices accordingly. She possible, so they know expect throughout the en trail hikes with hisHappy wife,tenants Bethany, and with their pit-bull, Stella. With a focus on central Virginia, Tony specializes in the greater Rich-the effort their investments. impact o treat thethe property well, which, in turn, the owners happy. that we’ve honed for years to perfect process, as well askeeps understands that the needs and concerns atalk—we 70-yea tion,” Matt explains. “People know we’re Given not of alltheir mond area, and surrounding counties. At Pollard & Bagby Inc., he works email Faith@ThePennybakerTeam.com years, the reputation of Walter’s & Co always keeping value on thetoforefront of implementing cutting edge As for the future, Tony has plans todownsizing continue his business with ple for retirement will be different from 25 say delivergrowing on our professional promises.” with Kertesz a dedicated team to ensure they are delivering each client and home maintenance divisions will With its staff of 11 – including five sales we agents, aand transaction coorrmation about Joe of West USA Realty, Scottsdale, AZ, a special emphasis on commercial sales, leasing, and property managetechnologies. We’re also excellent when it comes to communewlyweds purchasing their first home. dinator, administrative staff and in-house maintenance staff – Walters company itself. through a strategic approach tailored specifically to meet each client’s ment with all the unconventionality thishis work brings. He is also fostering his mobile app at the sit JoeKertesz.com, nication. make rightfor decisions and are great advisors.” Applying background and education in marketing, Ma Copyright Top Agent Magazine goal. download Tony cites this approach, along with aWe genuine passion his a five-year plan to continue purchasing properties and improving neigh- Christy A meticulous marketer of her properties, the power of emerging and effective technological toolsnev to work,(480) as one of751the main drivers his success. “I put myself in com/WUSAL4J, call 7560 orbehind email josk621@cox.net borhoods around the city, usingand them as rentals when he and hisword. business continue driving sales. Because of his team cookie cutter approach to spreading the Christy C.W. takes a personal approach to this business as then my clients’ shoes,” he says. “Before I doSparks anything, I ask myself, ‘Is wife move. Withcompetisix years of experience under belt, impressive size, and talent pool,his Matt offers each ofeach his listing clients on perso fessional photographers to an showcase mu that more in the this what is best for my client?’ Ifwell, it is, something weCopyright will continue toeven find Magazine our- important TopisAgent track record,management and a decidedlyvice—without proactive eyecompromising toward the future, it She’s seemsorcreative accessibility attention estate websites and social media. in to th selves following the right path.” Such forthright dedication to his business. clients’ “In tive property management property Tony is just getting started. team member is briefed on all aspects of ongoing transacachievements has propelled Tony forward, earning referrals and repeat your relationship with a client is frequent and long term. We’re tions, and if ever a need should arise, can always jump in to clientele through honesty and transparent communication delivering involved in owner’s to and tenant’sFor lives,more so establishing and information Aguswhen Rankin help orabout lend their expertise necessary. of Fusio results that keep bringing his clientsmaintaining back. trust is imperative.”

AGUS RANKINCHRISTY RIO

MATT WY

AUSTIN SPARKS ANTHONY ROLANDO

41) FOUR CHALLENGES AND SOLUTIONS FROM THE FRONT LINES OF THE REAL ESTATE INDUSTRY

45) BE THEIR REALTOR FOR LIFE: HOW TO BUILD A RELATIONSHIP WITH YOUR CLIENTS THAT WILL LAST A LIFETIME

FAITH PENNYBAKER,

www.

49) 8 THINGS SUCCESSFUL PEOPLE NEVER DO

Top Agent Magazine is seen by Real Estate Agents and Brokers in every U.S. city and Internationally!

REALTOR Vendors and Please contact Real Estate Companies— mag@topagentmagazine.com visit fusionyakima.com/agents-agus-ra or call 888-461-3930 Get Nationwide Ensuring he is available around the clock to& his clients is a strongTo market his listings, Mattfor provides a tailored approach Austin credits his ability to problem solve as being one of the To learn more about Walters &sellingyakimainh Co. Real Estate Serv to each property. During his initial consultation, a profeshold of his professional philosophy. “I want my clients to know I am call 509.834.0536 or email ad rates and information. reasons property management has been such a perfect match sional stager visits each home and provides an overview their one-stop-shop for all their real estate needs.” He says, “If I do visit rentgowalters.com, email rent@gowalters.com or call International exposure! him. “I think when of you not immediately know the answers,for then I want to be that the source theboil it down, this business is of details to be addressed in order to prepare for selling. www.

www.

source. Always putting my clients’ really needs first, managing their problems. property There’s something really all about solving like it is my own.” satisfying about taking a difficult situation, coming up with a

Additionally, a professional photographer secures striking Copy photographs andTo creates a 3D tour for every listing. To learn more about and demand, properties are listed as solution and fixing it. Every day there is something new to deal generate awareness CW Sparks Managemen In all endeavors, Tony strives to be a complete resource to his clients, “Coming Soon” for three days before hitting the market, with. It keeps things exciting.” making a concerted effort to empower his clients by providing inforcall (469) 408-7374, and listings are distributed across hundreds of online outlets Top Agent Magazine 3 mation throughout the buying or selling process. Tony has a knack for to ensure maximum visibility. Paid partnerships with major email info@cwsparks.com is active in his community serving as a youth leader the interpersonal—putting himselfAustin in his clients’ shoes—establishing websites ensure listings target the ideal potential buyers. Tothelearn moreToabout Tony Rolando, at his church,a memorable, as well as being involved with Boy Scouts. trust with those he serves, while also curating positive cwsparks.com stay in touchor withvisit past clients, Matt sends out postcards www.

#Reaching the Millennial Market Through Social Media by Bubba Mills

The old adage in marketing says if you aim at everyone you’ll miss them all. I know REALTORS® sometimes fall into the trap of attempting to reach everyone and then scratch their heads when they only hear crickets chirping. If you’re one of those (or even if you’re not), stick with me and I might be able to help you.

know how to reach them. For that part, I’ll share two words: social media. Many surveys have confirmed that social media is the Millennials’ dominant source of information, even above search engines. So the best way to build relationships and trust with Millennials is through social media.

The true beauty of social media is not only its reach but its implied advocacy. When Millennials find content they relate to, they share it with their The National Association of REAL- peers. So if one person shares your TORS® has found that Millennials message, it could instantly go to hunrepresent the largest share of recent dreds (or even thousands) of people buyers (32 percent of all buyers last with the inferred praise of the person year were Millennials). But here’s sharing it. the kicker: the overwhelming majority use real estate agents. Are If you’re not using social media, lights and bells going off in your again, check your pulse. Then start learning about social media and get head? If not, check your pulse. active on it. I promise it’ll be well So a great place to sharpen your worth your time. The big ones are marketing aim is with Millennials. Facebook, Twitter, Pinterest, Tumblr That’s half the equation—knowing and Instagram. You can Google each who to go after. The second half is to and get a feel for which ones make Let me start with one word: Millennials—those between the ages of 18 and 34.

Top Agent Magazine

A number of factors contribute to what has recently made Millennials the hottest segment of the Buyers market. One factor is the improved job outlook for Millennials. Millennials took a serious blow during the recession. Unemployment in this group soared to 14 percent, compared to the 9.6 percent for the population as a whole. But, in recent years that number has been decreasing, with unemployment for Millennials being 9.3 percent this past year. Rising rents are also contributing to making Millennials more interested in purchasing homes now. Rents have risen so much that buying a home now just makes more sense. Half of all renters spend more than 30 percent of their income on housing. Millennials are becoming increasingly stressed over the constantly increasing financial obligation to something that isnâ&#x20AC;&#x2122;t even theirs to own. The near-historic low mortgage rates are luring Millennials towards purchasing a home with their promise of affordability. When compared with the skyrocketing rental rates, buying a house looks even more enticing. Another factor helping Millennials get over the hump of purchasing a house is the lower down payment requirements. Fannie Mae and Freddie Mac are now offering new loan programs that require as little as a 3 percent down payment. This may just be the last push the Millennials needed to turn toward buying a home rather than rent. So, now that weâ&#x20AC;&#x2122;ve established that Millennials are finally joining the Buyers market, the next thing that it is important to understand is what exactly Millennials are looking for in a home. What kind of floorplans do they prefer? What locations are they interested in? Here are some of the essentials that Millennials are looking for in a home: â&#x20AC;˘ Updated Kitchens and Baths: Almost everyone wants to buy a

home with new kitchen and bath fixtures, but this is especially true for Millennials Buyers. Millennials are going to spend most of their savings on the down payment and furnishings, leaving little room to update the Kitchen and Bath, which are also the most expensive parts of a home to

Top Agent Magazine

update. Millennials who are on a budget simply won’t have the money to sink into those areas. An updated Kitchen and Bath is sure to bring in a younger crowd. • Big Kitchen with Open Floor Plan: For Millennials, the kitchen has

become the room where they hangout in addition to the family room. This is why having an open space that can transition easily from the kitchen to the TV room is high on the list of things Millennials are looking for in a home. Along a similar vein, Millennials are attracted to an open floor plan rather than one that compartmentalizes the home. This has to do with how Millennials entertain. Millennials want their guests to flow through the rooms and mingle together, rather than be sectioned off in different rooms.

• Home Office: More than 13 million Americans now work from home,

and if you look at the trend, that number is only going to increase as the time goes on. With technology steadily increasing, more Millennials than ever have the flexibility to work from home. But, the home office isn’t just for someone working from home full time. Having a separate space dedicated to work helps people concentrate and focus on work while they are at home. They can separate themselves from the activities going on around the house and have a quiet space where they can set up their workday, plan a presentation, hold a meeting on Skype, or even pay bills.

Top Agent Magazine

IAN HURDLE Top Agent Magazine

Tip of the Tail Villa - $7,481,492

TURKS AND CAICOS

IAN HURDLE Ian Hurdle is the Managing Partner of the Turks and Caicos location of The Agency–a full-service, luxury real estate brokerage and lifestyle company–regularly selling multimillion dollar properties on white sand beaches overlooking crystal blue waters. He recently represented the buyer and seller of a $7.625 million villa, which was the largest recorded sale in Turks and Caicos so far in 2017. It was Ian’s success managing property on the islands that led him to real estate in 2011. After 8 Copyright Top Agent Magazine

four years working with Christies International Real Estate, Ian clearly saw the typical cycle of real estate in Turk and Caicos–which focuses on attracting tourist buyers only from December through April–and he thought there had to be a better way. “I felt it was a very frustrating and overly competitive way of handling real estate,” Ian says. “It didn’t make sense to me that we would only look to attract buyers during five months of the year.” As a result, he wanted to find an agency providing year round, service-based real estate. Top Agent Magazine

Tip of the Tail Villa - $7,481,492

TURKS AND CAICOS

The Agency was a perfect fit. “Their adoption of creativity and marketing is something that obviously sets us apart throughout the Caribbean,” Ian says. “No one else is doing what we do.” Ian is currently building a thriving team and has four agents working under him. Though his primary focus is Turks and Caicos, he also has regional listings in Anguilla, Antigua and other islands. Virtually all of Ian’s business comes from referrals, fifty percent of which come from Los Angeles. What keeps his client’s coming back? “Service,” Ian says. His clients are picked up from the airport in luxury SUVs. “We provide tailored service from Top Agent Magazine

the moment clients land on the island. It’s a really dedicated process to make sure we are maximizing our clients’ time. We really treat it more as a high-end service opportunity with a real estate component.” The Agency believes it’s important to be a family-based business. As a result, they treat former clients as family, keeping in touch via email, texts, social media and phone calls in order to build and maintain strong relationships. While the way of life may be a little more relaxed in the Caribbean, Ian sets his own fast pace to market listings. “Obviously working aggressively to sell the listing is important,” Ian says, “because that’s not normally the way Copyright Top Agent Magazine 9

SOLD - $7,625,000

TURKS AND CAICOS

The Beach House $14,000,000 (as featured on The Robb Report)

TURKS AND CAICOS

The Beach House $14,000,000 (as featured on The Robb Report)

TURKS AND CAICOS

10Copyright Top Agent Magazine

Top Agent Magazine

The Beach House $14,000,000 (as featured on The Robb Report)

TURKS AND CAICOS

things are done in the Caribbean. It’s normally a laidback process, so that drive to achieve is something that sets us apart.” Ian enjoys working on what’s been ranked the #1 beach in the Caribbean and the #2 beach in the world. “There are miles and miles of white sand, lovely temperatures, very nice people, and just fantastic properties,” Ian said. “We have a lot of development and construction going on in Turks and Caicos. It’s exciting to see what the architects have produced and then get the photos and get it out there. For us real estate is a passion–it’s not a job–and we love what we do.” Top Agent Magazine

Ian and his colleagues at The Agency give back to the community by donating to local churches, schools and other organizations. A former soccer player, Ian remains active in sports and during his rare free time, he loves to take his family to the beach. His goal for the future is to take The Agency into the ranks of top three brokers on Turks and Caicos. He also hopes to further develop The Agency’s brand and its philosophies and to expand it regionally to other islands. With his impressive track record, sense of innovation and drive, he’s sure to succeed. Copyright Top Agent Magazine11

The Beach House $14,000,000 (as featured on The Robb Report)

TURKS AND CAICOS

For more information about

IAN HURDLE,

email ian.hurdle@theagencyre.tc call t:Â 649 332 2618 or visit theagencyre.com www.

12Copyright Top Agent Magazine

Top Agent Magazine

How To Overcome Your Workplace Fears Fear is something that can help protect us from danger, but it is also something that can be a hindrance to us in our lives, especially when it keeps us from potentially thriving and growing as a person. This is especially true in the workplace. Here’ a look at some proven ways to overcome common workplace fears.

your head, what exactly you’re feeling and why, it can help deflate the fear. Think of it as releasing some of the fear into the ether. Yes, you’ll still be nervous about your presentation, but a lot of what was holding you back is gone. You’ll feel lighter, and hopefully have just enough butterflies to make your soar.

Really owning the emotions that are putting you in a place of fear, is the first step. By just naming it and then talking it out in

Nothing can make you feel more isolated than going down the path of “This is something that only happens to me.” Trust me,

ASSESS THE FEELINGS BEHIND THE FEAR

Top Agent Magazine

TALK ABOUT YOUR FEARS WITH A TRUSTED CO-WORKER

Top Agent Magazine

it doesn’t, and you might be surprised to find out that some people have had it even worse. Talking to someone you trust and admire, hearing their own fear horror stories and how they overcame them, will help normalize what you’re feeling. Releasing yourself from the idea that it’s something about you, will be an enormous relief.

THINK OF THE WORST CASE SCENARIO

Although it might seem counter-productive, truly assessing what the worse outcome of the situation you’re afraid of serves two purposes. It might lead you to realize the worst case scenario isn’t that bad after all. Of course it could also lead you to a really uncomfortable thought, you could lose your job. As bad as that is, it also gives you an opportunity to start focusing on what really matters, and how you might grow from the experience and possibly end up better off. Countless people in their dream jobs now, were once fired and thought it was the end of the world. Hopefully, that won’t happen to you, but learning to have confidence in your abilities to always find a way, will be a great tool in overcoming fears.

COMPARTMENTALIZE

If you’re a super-organized type, you might try actually setting aside time in your day to focus on your fears. It might seem odd, but it will let you NOT focus on your fears during the other hours of your day. Think of it as a task, you aren’t just sitting there worrying, 14

Start thinking of fears as challenges. As scary as it might seem to face them, for the most part they are things that can be fixed.

you’re taking in your fears and figuring out ways to overcome them.

START THINKING OF YOUR FEARS AS OPPORTUNITY FOR GROWTH

Start thinking of fears as challenges. As scary as it might seem to face them, for the most part they are things that can be fixed. A lot of fear is based on inexperience which leads to a lack of confidence. A common fear is workplace evaluations. Instead of looking at it as hearing everything that is wrong about you, think of it as an opportunity to see where you can improve. Going into it with a positive attitude rather than a defensive posture, will make the whole thing better for both parties. Overcoming fears is oftentimes about a simple attitude adjustment. Like anything it takes practice, but the results of that practice will lead to a life that you’re able to thrive in both personally and professionally.

Top Agent Magazine

MATT BAUSCHER

Top Agent Magazine

MATT BAUSCHER There are approximately five thousand real estate agents in the Boise ID area and Matt Bauscher was voted #1 among them. With a population of 660,000 the region is quite saturated with agents. “You better be going above and beyond or you’ll never make it,” Matt says plainly. With an impressive sales record and sound business philosophy it may seem like he’s been in the industry forever. But Matt actually got his real estate license in 2013 after retiring from a six-year career in professional basketball. An Idaho native and alumni of famed Boise State where he earned numerous awards and played in the 2008 NCAA Basketball Tournament, Matt considers himself very fortunate to have had the opportunity to go on to play pro ball in Europe where he won a National Title and multiple MVP awards. But of all the far-flung locales he’s visited his favorite place is still good old Boise and he is proud to call it home. Matt admits his first year in the industry was a struggle. “I had a bit of a name from my days at Boise State but it was mostly an uphill climb. Nothing was easy.” He relied on some of his athletic training to keep him going. “I’m always looking to exceed expectations and under-promise and over-perform,” he says. “I want to make raving fans of my clients.” Eventually he got his first sale and that deal brought him seven more from referrals. He has an astounding 80% referral rate through word of mouth and in the past few years his business has grown by leaps and bounds. That’s no surprise since he always strives to go the extra mile for all his clients. He

keeps in touch with his clients through monthly market reports, social media, email and phone calls but he also sends out hand written notes and is orchestrating up-coming events like date nights for his clients with movie dinner and drinks provided. Matt understands the importance of building personal relationships and providing a great client experience which is his highest priority. A big believer in giving back, Matt sits on several boards for the Make A Wish Foundation as well as organizing fundraising events throughout the Boise Valley. As an athlete he knows the power and importance of rest and he loves spending time with his wife and two year old daughter vacationing or just walking on the river. He is currently working as a solo agent with two assistants and has a keen eye toward business growth in the future. Sports will definitely figure into his future plans as he hopes to coach his daughter Nyia in all her athletic endeavors. “I don’t want to let the business control me,” he says with a smile. “You have to have balance.” Although one area where of his life where the scale is tipped all in one direction is his sales record. He’s never had a listing go unsold and in 2016 alone he sold 105 homes by himself. Matt is extremely grateful for everything real estate has done for him and is always looking to improve the public’s image of real estate agents by his example, setting the bar a little higher every day. He is the founding partner at Amherst Madison Legacy a professional company where he loves coming to work each day!

For more information on Matt Bauscher call 208 - 631- 3870 or email BauscherRealEstate@gmail.com Copyright Top Agent Magazine 16

Top Agent Magazine Copyright Top Agent Magazine

8 Tips on Using Disruptive Thinking to Improve Innovation You might be wondering what disruptive thinking is. How can anything disruptive be good? Well, if you’re caught in a stagnant place, shaking things up might be exactly what you need to gain some momentum in your personal or professional life.

the norms that keep you from being creative and implementing big ideas. Here are some simple things you can do to find opportunities that might be hidden if you stay stuck in the status quo.

Sometimes taking a step out of your bubble will give you a much needed perspective and allow you to achieve the breakthrough you need to take things to the next level. There is no more valuable commodity in today’s business world than innovative thinking, and the key to innovative thinking is breaking down

1. TAKE RISKS

Top Agent Magazine

Without risks, there usually won’t be any major rewards. Sure being steady and careful might keep things going marginally well, but if you really want to go big, you need to go all in sometimes. If you go through the history of great innovations, none of them

Top Agent Magazine

were achieved by playing it safe. Embrace mistakes. Learn from them, they often provide valuable insight and that will lead to great success on your next attempt. 2. FAMILIARIZE YOURSELF WITH A COMPLETELY DIFFERENT INDUSTRY This might seem counter-intuitive, but you’d be amazed at what you can learn by looking into successful companies, no matter what the business type is. You’re almost certain to find valuable solutions, systems or technology, that might fit your business, giving you a unique advantage over the competition. 3.BE CURIOUS Break some of your daily habits, even if it’s as simple as ordering a new dish at your favorite restaurant. Even the smallest changes can help spark a new idea. Always be on the lookout for new ways to do things. Little innovation are all around you. If you remain curious and keep an open mind, you’ll be surprised as to what might spark the next great idea. 4. PICK THE BRAIN OF A NON-EXPERT Yes, there is a lot to be gained by having access to someone with an expertise in your field, but you can learn a lot from a newcomer as well. They are a blank slate, and may inspire you with their completely unique point of view on things as someone just starting out. 5. BE LESS JUDGMENTAL It’s very easy to dismiss a new idea. You have experience and that can oftentimes lead 18

to a million reasons why something won’t work. But there really is no harm in ignoring your initial impulse and thinking it though a bit more. If you or someone you work with has passion for an idea, it’s definitely worth pursuing. 6. CHANGE YOUR PERSPECTIVE We tend to look at things in a linear way. If you feel like you’ve stalled out on something, literally flip the script. Re-imagine it from different perspectives, reverse engineer the process. Anything you can do to see it from all angles, might get the creative juices flowing again, and could even lead to a breakthrough. 7. VALUE CHAOS Yes, it’s great to be organized and have a plan, but sometimes a little randomness can be that added ingredient that makes it all work. One of the major keys to successful disruptive thinking is breaking up everyday patterns. Sometimes the path to rational solution is filled with chaotic moments. 8. BE WILLING TO LET GO Don’t be rigid. Even the best ideas can always be refined and improved. You’ve invested a lot of time in your idea and it can be hard not to cling to it, but input from other people will only strengthen what you want to do. Having big ideas is great, but you also need to be pragmatic. Recognize changes you might need to make to get your big idea implemented. Disruptive thinking is all about flexibility.

Top Agent Magazine

TONY & LAUREL DiMAGGIO 19

TONY& LAUREL DiMAGGIO Although they both came to careers in real estate on different paths, Tony and Laurel DiMaggio are now one of the most successful teams in the business. In fact it’s the differences between the pair that has created their synergy. Tony had spent most of his life in the real estate business and was a licensed California real estate broker before moving to Tamarindo, Costa Rica almost 17 years ago. Once he got settled, he picked up the career again and it quickly became his full time passion. In 2003, Laurel joined Tony. Although her background had been in the dental field, as Tony points out, it actually served as a wonderful foundation for real estate. “She literally would hold people’s hands through stressful situations and real estate requires the same client care and patience. We complement each other with our varied skill sets and that makes our partnership.” The way they work together has been especially advantageous in the challenging resort market in which they do business. As Tony points out, “We often work with visitors who have just a few days to see and understand our market, so you have to be on top of your game in order to be effective with that time constraint. On the flipside, we work remotely with many of our clients and that can take months, sometimes longer, of emailing back and forth before their possible arrival. That’s where Laurel’s patience can be invaluable. By the time the client arrives she’s already established a strong relationship with them, more like a friendship! We love showing properties together and have fun playing off of one another. Laurel’s focus is on the set up. My strength is on the addressing client’s questions, detailing the buying process in Costa Rica and when they find the right property, contract negotiations. When you work with us, you get two people working very hard for you, offering a full range of service.”

Laurel also credits their success with a commitment to high ethical standards. One of the things I admired right away with Tony was the way in which operated himself professionally. Clients sense that and I think that’s also why other agents like working with us. We’ve earned their trust which has great personal and business value in our lives and we don’t take that for granted.” Tony and Laurel take a personal approach to sales. According to Tony “When we are thinking right, it’s about helping people. I don’t even like the term ‘sales’ because I don’t really think you sell real estate. You show it and the more you know your clients the easier it becomes to find the right properties and the rest takes care of itself, if you have the other complementary skills. Most of our business at this point is fortunately driven by client referrals. For that we are grateful, what we do is made much easier when our valued clients and friends pave the way.” Tony and Laurel are actively involved in their community, supporting numerous charitable events, in particular ones that help out the local schools. Laurel is a member and Tony has served two terms as a board member of the Costa Rica Global Association of REALTORS (CRGAR), an organization that is dedicated to establishing ethical standards and educational training for real estate professionals in Costa Rica. Tony and Laurel couldn’t be more thrilled with their business and look forward to helping many more people find not only their dream home, but discover the incredible lifestyle that Costa Rica offers. “For Tony and I there’s nothing better than actually feeling the joy of our clients when they realize they’ve achieved their dream. Seeing how you’ve impacted someone’s life in a positive way is what keeps us motivated.”

To learn more about Tony and Laurel Di Maggio call 011- 506 - 8815 - 1200, email tony@cbtamarindo.com or visit Coldwellbankertamarindo.com www.

Top Agent Magazine Copyright Top Agent Magazine

Becoming the Best of the Best By Verl Workman

Becoming one of the best agents in your market requires hard work, time, and dedication. One of the most important things you can bring to the table is your real life market knowledge and expertise. As you increase your market knowledge IQ, your confidence will grow and you’ll win the trust of your clients.

• Preview all the homes that come on the market in that area. By attending all the open houses and tracking price reductions on properties in your area, you’ll know the nuances that pictures cannot convey…but be careful with your time.

• Track closings and sold prices in your target area so you become To do that, you need to know more familiar with list-to-sell ratios about your market than the average consumer. That’s more of a challenge • Become familiar with vacant land than it used to be since consumers in your target area can easily find market statistics online, quickly and easily preview • Get active in the community by listings on the web, and access public doing things like attending county meetings where changes in zoning records without many barriers. and housing are to be voted on, and Clearly, becoming an expert offer your input requires effort, more now than ever before. Here are a few things you • Write articles and offer your can do to establish yourself as an expertise to newspapers and radio stations on trends and happenings in expert in your area. your area • Select the area you want to become • Start a community blog where you an expert in

Top Agent Magazine

post information and articles that affect those homeowners • Gather e-mail addresses of people interested in what is going on in the area, and begin a monthly Podcast where you discuss trends and market information. • Read local and national real estate magazines, articles and blogs to stay caught up with what is happening nationwide so you can compare your market to other similar markets around the country. Technology is a valuable asset for consumers and agents alike, so find ways to put it to work for you. By establishing yourself as the expert and sharing your unique knowledge 22

through public sources like blogs, print media, emails, and unique approaches like Podcasts, and public videos, your customers will increasingly look to you as the definitive source. Data is everywhere, so think in terms of how to educate your customers and make them experts so they don’t have to do all the legwork. By doing so you’ll win their respect and loyalty. Bottom line: get fully committed to becoming an expert in your chosen career and you’ll reap the rewards. Verl Workman is the national technology speaker/trainer that stands out as #1 when it comes to showing companies and their sales associates how to make money using today’s technology. © Verl Workman. All rights reserved. Top Agent Magazine

Top Agent Magazine

CINDI SODOLSKI 23

CINDI SODOLSKI There’s no one better to advocate for buying a home in Chicagoland than someone whose life is tightly intertwined in various aspects of the city. This immersion not only helps Cindi Sodolski of @Properties market her sellers’ listings to the ideal buyers, but gives her buyers an edge when navigating Chicago’s thriving urban landscape. Cindi, who came from a marketing and sales background in the medical field, has been deeply involved personally and professionally with civic and community organizations across Chicago for decades. “I’ve been on every committee imaginable!” Because people know her – and know of her - members of her networks suggested she transfer her innovative skills to real estate. When she made that transition five years ago, Cindi had an immediate impact on Chicago real estate, given her work ethic and nonstop community involvement. She quickly earned awards and has been honored in the Top 1% of all producing teams in the Chicago Association of REALTORS® every year since 2013. “You know that saying, ‘hit the ground running’?” she laughs. “I never even hit the ground!” By her third year, she earned Silver and Bronze Awards for volume and units sold, respectively; in 2016, she earned the Gold and Bronze Award for sales and volume. And in 2016 and 2017, she was voted Who’s Who in Chicago Real Estate and received The Five Star Agent Award for the top agents in Chicago, an award based solely on client satisfaction. Now an independent agent with @Properties, Cindi recently hired a marketing assistant and is considering building a bigger team. Covering all of Chicago, with a focus on North Center, Roscoe Village, Lakeview, Lincoln Square and Lincoln Park, she ventures into North Suburban areas such as Evanston, Glenview and Wilmette, as families seek out those areas for the schools. “I’ll take clients wherever they want to go,” she says.

One way Cindi’s business thrives is through her deep understanding of Chicago Public Schools. Her youngest child is entering eighth grade and she has seen her triplets through the entire high school and college experience. But she is visible even at schools outside her neighborhood, attending as many fundraisers as possible. “It’s great to support the school, talk to the principal and learn what they’re doing,” she says. Additionally, if she lists a home in a neighborhood where she is unfamiliar with the school, she takes school tours and incorporates that detail into her marketing materials and conversations with buyers. “Because I know the schools so well, I also work with a site called School Sparrow that helps buyers search for homes by school district,” she says. Cindi wants to put a new face on real estate. “The more you get along with the other side, the smoother everything goes. It becomes one, big transaction versus an ‘Us vs. Them’.” Cindi already sees a shift toward more positive interactions and enjoys the fact that others appreciate how she works. “I love working with people, going on showings and even attending inspections,” she says. “Inspections are terrific opportunities to even further develop relationships with my buyers.” Her clients, many of whom are friends or become friends during their work with her, say they love that Cindi makes herself available and takes part in every aspect of their sale or purchase. “They can call me anytime and I do a great job negotiating for them.” While building Cindi Sodolski Realty with @Properties, Cindi’s primary focus remains on providing great service to buyers, sellers and her community. She maintains an active social media presence and markets listings heavily through a combination of her own tools and the resources available through @Properties. Although still a local force for change who puts in considerable time supporting Chicago-area nonprofits and schools, Cindi’s business is headed in new directions. She recently hired a marketing person whose experience outside the real estate industry helps them operate “outside the box” when marketing homes and the business. “As I build Cindi Sodolski Realty, I want to keep bringing things to the table that no one else is doing,” she says, noting that most important is her commitment to nurturing personal and professional relationships. “The way you treat people says everything about you.”

To learn more about Cindi Sodolski, visit atproperties.com/agents/3201/cindi-sodolski, email Cindi@atproperties.com or call 773.450.0820 www.

Top Agent Magazine Copyright Top Agent Magazine

mailto:mag@topagentmagazine.com http://www.topagentmagazine.com

Top Agent Magazine

LISA ENGLISH

Lisa English’s two passions form the backbones of her professional and personal lives and, in some ways, even connect to each other. While in the process of reinventing herself following several years touring the world as a professional musician, Lisa was instantly inspired by the positive energy emanating from her next-door neighbor at the time. “I had passed the real estate exam before but had never done anything with it, but after seeing how well my neighbor was doing as a REALTOR®, I got my license and joined her for a year as her assistant.” Soon, that passion blossomed to levels rivaling her love of music. She went out on her own, opening her business with Keller Williams East Monmouth, in New Jersey. In 2016, Lisa was named the 2016 REALTOR-Associate of the Year by the Monmouth County Association of REALTORS® (MCAR). “I was surprised!” she says, noting that the nomination was

anonymous; she was only notified upon being selected for the prestigious award. “I recently formed a team,” Lisa says, describing the five-member English Properties. Members include her full-time executive assistant, Jamie Woodhead; two buyer’s agents, Maggie McCuiston & Daniel Effenberger; and her husband, Quinn, who works with buyers and manages the team’s financials. The group bring decades of market knowledge and vast experience with the intricacies of real estate. That expertise spans pricing, permitting, marketing and the personalized service they offer buyers and sellers in Monmouth and Ocean Counties. Their commitment to customer service brings continuous repeat and referral business to English Properties. “It’s not about being sales people but being service people,” says Lisa. Service, she explains, means they deliver more attention to each relationship than might be expected of them. “We really care about our clients and are always in communication, letting them know what’s happening, guiding them through the process, listening and responding to their needs.” For sellers, they don’t spare a cent in marketing, using only professional photography and Copyright Top Agent Magazine

video plus drone work when appropriate, along with vast online exposure and local print and in-person marketing. “We also get to know the neighbors; we ask them what they love about the neighborhood so we can show deeper knowledge to buyers.” Relationships are the most rewarding aspects of Lisa’s work. “Everyone has different stories and different backgrounds,” she says. Her team members are extremely invested in their clients. “We want them to win, to have a positive experience and a new house or a great sale in the end,” she says. “It’s like being an investigator, asking a lot of questions to learn what they need and then putting all of that together to connect them with their next home.” They stay connected in valuable ways, even hosting special events (like “Cinco de Bowlo” in May) for clients and their friends. Connecting people with properties and people with other people is another of Lisa’s other great interests. A natural-born liaison, Lisa says real estate makes sense for her, as she matches people and homes. “But I also enjoy masterminding and helping people develop themselves and whatever they’re trying to accomplish with their lives and their businesses. I seem to gravitate towards that.” If she ever can be of service to someone in that way, she is always happy to do so. Meanwhile, Lisa’s life and work would not be complete without a service component. She has volunteered with groups that support families whose children have with chronic illnesses and she is heavily devoted to feeding and supporting people in need. Along with two friends, she is a member of the board of directors for Sheltered Hearts, a community outreach center for women in transition. “We actually purchased a home and do a lot for the community there, from feeding the hungry every month to hosting cookouts and barbecues with live music.” Here, then, the story comes full-circle. Lisa explains that in addition to hanging out with her husband and their dogs, she still plays drums and bass in three local bands. She is also headed for a Summer 2017 release of her new podcast, Bring up the House Music, which combines her two passions – music and homes. Stay tuned. There is much more coming up from English Properties. Top Agent Magazine

To learn more about Lisa English, visit LisaEnglishHomes.com, email lisaenglish@kw.com www.

PAUL DUKES Paul Dukes was approaching a crossroads in his life serving as a NSW police officer, when he decided to get into the real estate industry. At the time, he had been on the hunt for a career change when his interest was piqued one day when speaking with a friend who owned his own agency. He suggested that Paul get his license and, energized by the prospect of a new challenge, Paul decided to take the leap. Today, Paul owns his own thriving agency, having founded his enterprise on a professional philosophy steeped in the ideals of accessibility, follow-through, and memorably superior client care. Primarily serving the Penrith area, Paul’s team consists of two additional members, a buyer’s agent and personal assistant, who help ensure all transactions progress smoothly and efficiently. Since starting his firm, he’s opened up two additional locations in Emu Plains and Glenbrook. With a passion for sales, Paul relishes his daily work and prides himself on his ability to consistently deliver on his professional promises. Driven by an impressive 87% rate of repeat and referral clientele, Paul’s unwavering commitment to his clients’ successes keeps business booming. “I am an authentic person,” Duke says. “In sales, you have to be up front and real with people—while understanding your market.” In that vein, Paul’s dedication to forthright communication—establishing expectations from the outset—instills calm and confidence in his clients during a process that can often be arduous and complex. Likewise, Paul prioritizes complete transparency with his clients, and has found that he is able to achieve the best results when everyone is on the same page from the very beginning. “I put in a lot of hours on a daily basis,” Paul says. “But in the end, it’s all about achieving a positive outcome for my clients.” That said, Paul views his work as more than just a job, and often cultivates long-lasting relationships with those he serves, even attending the wedding of a past client. He sums his ethos up simply: “For me,” he says, “it’s about the people.”

As for marketing, Paul takes a methodic approach to each of his listings, creating thoughtful online presentations that bring out the best in each home. In addition to incorporating a professional photographer to take striking photos of each home, he also employs stylized images to engage the imagination of potential buyers—crafting images that appeal to varying lifestyles that make it simple for house-hunters to envision their life unfolding in a new home. Considering our increasingly digitized era, Paul’s marketing efforts are largely directed toward online platforms. Accordingly, each property is distributed on a vast network of online listing platforms and social media sites, ensuring targeted visibility across demographics. To stay in touch with past clients, Paul and his team create videos on the current status of the local housing market, passing along their practiced expertise to their clientele. Taking a personalized approach, Paul also checks in with past clients by phone to see how things are faring. Above all, Paul makes a concerted effort to remain available as a resource to his clients, even after closing. Outside of the office, Paul sponsors and participates in the Nepean Triathlon, one of the oldest races in Australia. He also serves as manager of his sons’ soccer team, which also happens to be one of his favorite pastimes. For additional fun, Paul favors an active lifestyle, and when he isn’t doing triathlons with his wife or going trail running to take in the gorgeous scenery, he loves to hang out with his wife, their daughter and two sons, and their loved ones. As for the years ahead, Paul has plans to continue to organically grow his business, adding talented and like-minded staff who share his drive and enthusiasm. Meanwhile, his focus remains on providing his clients with an exemplary standard of care that not only leaves a positive impression, but also adds meaningful value to the buying and selling processes. With a well-established brand already in place, and a decisively client-centric eye toward the future, the years still to come are sure to be bright for Paul Dukes and his team.

To learn more about Paul Dukes, visit dukesestateagents.com.au, e-mail paul@dukesestateagents.com, or call +61- 401- 007 - 379 www.

SOCIAL MEDIA MISTAKES

Real Estate Agents Must Avoid There is perhaps no greater marketing tool for agents these days than having a large presence on social media, but there is more to social media marketing than just opening an account and gaining followers. A lot of agents forget the social part of social media. Itâ&#x20AC;&#x2122;s all about engagement, but it needs to be the right kind of engagement. This can often be the first impression potential clients or industry peers have of you, so make it count. There is no second chance to make a first impression, and that is especially true for real estate agents. Hereâ&#x20AC;&#x2122;s just a few things you want to avoid.

Top Agent Magazine

29 Top Agent Magazine

1 Using it to Vent

Social Media is a great place to complain and commiserate about things, but save that for your personal page. A real estate transaction is already a stressful ordeal, the last thing anyone wants is someone who seems like they’ll bring a negative energy to the process. Even worse? Bad mouthing other Realtors® or listings. You’re selling yourself and your skills, so don’t sell anything that shows you in a bad light. Much like marketing a property, everything you put out should be professional and inviting.

Lack of Consistent Branding

Yes, social media is about social engagement, but it’s also about creating brand recognition. While you don’t want it to be purely promotional, you are running a business, so create a consistent branding across all social media platforms. If you can afford a professional graphic designer to help you out with this, that’s great. But at the very least, have the same profile pic, cover image and highly visible contact information, across the board. And don’t forget to share links to your other accounts, some people prefer different social media applications.

3Not Posting Enough

It’s good to create a schedule of how many times you’ll be posting per day and to pick times when you might have the most engagement. Don’t over do it, but three posts a day at the right time, tends to be a good goal. There are numerous tools on Facebook, for example, that

can let you see when interactions are the highest. Stick to your schedule and adjust accordingly. It’s also important to not just post your listings. Be a resource for people who follow your page. Post community events, or other informative articles that are relevant to home ownership. Be a page they want to follow even when they aren’t buying or selling a property. They’ll remember you when the time comes.

Not interacting With Your Followers

It’s called social media for a reason. The more you engage with your followers, the more they see you as a real person, and not just a marketing tool. Not only do you get to know your past clients and potential clients, on Facebook, engagement actually will make your posts seen by more people. So it’s a win/win.

Not Sharing or Linking to Others

It might not seem like a good idea to not promote the blogs, pages or listings of other people, but it’s not only an excellent way to build goodwill, it will also increase your own presence when they reciprocate. So make a point to share posts and links for local businesses and even the blogs of your peers, if it’s a post that offers valuable insight into an expertise you don’t have. That will encourage them to share your posts and even your listings, which will increase your potential buyer pool. This is another incentive to create your own blog. Unique informative content is always of value, and more likely to be shared than promotional links.

Top Agent Magazine

ARUN JAGTIANI One could say Arun Jagtiani is all heart. That would be true, but it wouldn’t do justice to his extensive knowledge, integrity, efficiency and creativity. In the eight years since he opened his agency, Island Real Estate Team (IRE Team), the St. Maarten native has built the largest team on the island. The seed for Arun’s real estate career was planted when he was a teenager. “My mom gave me a lot of motivational books,” he recalls. “I read that 80 percent of millionaires around the world made their wealth through real estate, so I thought that might be an industry I’d like to get involved in.” In 2000, Arun was a sophomore at Florida International University and a new father. With money tight, he started selling timeshares, which required that he get a real estate license. In the process, he decided to become an agent when he graduated. At the end of 2002, degree in hand, he moved back to St. Maarten to begin his real estate career. Arun serves the Dutch side of St. Maarten, a 16-square-mile area. Repeats and referrals account for 70–80 percent of his business— not an easy feat, considering that his competition comprises international brands with multimillion dollar budgets as well as mom-and-pop agencies that have been around for decades. Caring deeply about clients is key to his agency’s being able to hold its own against the competition. “The first thing I tell someone who joins my team,” Arun says, “is to make it about the clients, and the money will follow. If it’s the reverse,” he tells them, “clients will quickly realize your motivation and not return.” Arun thinks outside the box, creating marketing campaigns that his competitors have attempted to duplicate. One such campaign was a photo shoot he and his team set up on the beach. “We made

www.

it look like that was our office, with file cabinets and a water cooler,” he laughs. “It became the iconic image of our company!” That’s one way IRE Team stays in the forefront of people’s minds, even generating TV coverage. Arun was featured on the HGTV shows “Caribbean Life” and “House Hunters International;” on NBC’s “Open House;” and as host of his own political talk show on YouTube. As a local, Arun has an extensive sphere of influence. He caters to the entire world, including those buying second and third homes, and uses his local and global network, social media and print advertising to target the appropriate audience for each listing. Arun started IRE Team in 2009 during the global recession, seeing an opportunity to position himself as a leader when the market rebounded. But the downturn lasted longer than he expected. Between 2010–12, he had practically no business. “I came so close to going out of business so many times during that period,” he says. “At one point I even waited tables at night to pay the bills. The experience helped me learn a lot about my character and perseverance. I don’t take anything for granted anymore. I know it can all change if I take my eye off the ball.” He also understands the importance of a balanced life, supporting several charities and participating in an annual food drive, when his entire team takes the day off to collect goods. Sunday is family day, when Arun, his wife and two children go to a beach or the movies, and he and his wife do date night religiously on Saturdays. He also likes yoga, swimming and enjoying the island. Arun envisions IRE Team growing into one of the strongest brands in the Caribbean, perhaps expanding to other islands. Last year he formed a strategic partnership and launched a new division called IRE Vacations, renting out properties for absentee owners. He’d like to explore development, too. “Whatever happens,” he says, “I’m very happy being the leader here on the Dutch side of St. Maarten.”

For more information about Arun Jagtiani of Island Real Estate Team, St. Maarten, please visit ireteam.com, call +1 721.586.2626 or email arunsxm@gmail.com

Top Agent Magazine

SUSAN T. JONES Top Agent Susan T. Jones, Managing Broker at Windermere Real Estate in Bellevue, Washington has a staggering forty-two years in the real estate industry. This wealth of accumulated knowledge and experience has positioned her solidly among the upper echelons of all agents working in the Evergreen State. Having graduated in 1975 from the University of Washington with degrees in English Literature and Physical Anthropology, Susan jumped immediately into selling homes, with no regrets. “My degrees didn’t really qualify me to do anything except teaching,” she says, “and I thought selling real estate sounded interesting, so I got my license and that was it. I fell madly in love with it and it will be forty-two years in July that I’ve been marketing and selling homes.” The preponderance of those years have been spent at Windermere, which holds a whopping 42% of the market share in this area of the Northwest. “I was one of the first five people here in the office that I work at,” she says. While Susan does have a support team that she expresses great gratitude for, she is adamant about maintaining one on one contact with all of her clients. “I’m very hands-on,” she says. While about 30% of her business is due to her being a relocation specialist, the rest of her clientele is based primarily on repeat and referral business. “Being a relocation expert means that I have to be able to sell a house in many different areas within a 40-mile radius, and need to speak intelligently about schools and other facets of the different neighborhoods, and that’s what I’ve done over the past decades. I’m comfortable

selling pretty much anywhere.” Her many satisfied clients over the years have rewarded Susan with continuing referrals and return business that keep her incredibly busy. “I’m getting a lot of repeat business from people I sold homes to years ago and are now downsizing, and I’m also selling to many of their children who are now in their thirties and buying their first home. I think what keeps them coming back to me is that I instill confidence that I will make a huge commitment to always be available to them, and my knowledge and experience is incredibly important to them. Also, most of my reviews say that my clients have a really fun experience with me, and that’s how it should be.” Susan’s love of her industry transcends closing transactions. It’s the personal relationships she builds, and the challenge of helping her clients move successfully to the next stage of their lives that she finds the most satisfying. “I love the people aspect of it,” she says. “Every time I’m working with a new client it’s like putting together a jigsaw puzzle. They give you their criteria and then you work to find the right property for them. I just love having that connection with them.” When she’s not working, Susan enjoys travel, golf, time with family and her French bulldog Isabelle. She also makes it a point to give back to her community via donations of time and money to the local Boys and Girls Club, organizing Christmas shopping trips for underprivileged children, and is involved with other charitable non-profit organizations as well. As for the future, Susan simply plans to continue what she’s been doing for the last 42 years: providing top-notch service to her many grateful clients. “I have no interest in retiring,” she says. “Every morning I pinch myself because I can’t believe I get to do this for a living. I love what I do. I’m so lucky. I just want to continue helping people.”

For more information about Susan T. Jones,

please call 452-922-9990 or email stjones@windermere.com 32

7 Simple Tips that are Proven to Help You Stay Ahead of the Competition So you’ve created a successful business, congratulations! You probably did it by providing an unsurpassed level of customer service that not only meets customer expectations but exceeds them in a way that has made you stand out from the rest. As anyone can tell you, starting a successful business is not easy. Now comes the even harder part. Not only sustaining that high level of performance, but continuing to grow and outpace the competition. There is no resting on your laurels in a competitive business market. Companies that stay successful for the longterm, make an active effort to keep on top. Here are just a few ways you can do the same. Top Agent Magazine

1. Know the competition It’s not enough to know what you excel at or what makes you unique, you need to know what your competitors are offering that makes them stand out. This serves two purposes: it will allow you to more clearly define your differences, or it may help you identify an area that you hadn’t considered before, opening up a potentially new way in which you can excel above the rest.

2. Know your customers You might know your clientele very well, but as economic conditions change, so does your

Top Agent Magazine

customer’s needs. What might have been a priority a year ago, won’t be if we are in the midst of an economic downturn, for example. As a business owner you should always be evaluating your strategies in every area constantly, knowing what your customer wants and needs from you is key. In fact you should be using your expertise to analyze potential market changes and anticipate those needs to stay ahead of the curve.

3. Have a strong understanding on what makes you unique Once you accomplish the first two, you should have a clear idea of what unique advantage you offer people. This needs to be clear to everyone, so you can then take that idea and run with it. Find your niche and then market yourself with a focus on that idea. If you have a clear thing you’re selling, it is well worth the investment to market yourself to the hilt with that in mind.

5. Think like your competitors One way your competitors looks to gain customers is by potentially taking yours. It goes without saying, you don’t want to let that happen. You’ve probably built great relationships, so really maintain those relationships by not only providing great service, but service that truly goes above and beyond. Find ways to give more to your customers. You might even want to start offering surveys, where your clients can tell you exactly what they’d like to see.This makes your clients not only feel heard, but blown away when you implement any changes they suggest.

6. Look for untapped markets Don’t settle for maintaining what you have, there could be untapped markets out there. If you don’t get to them, your competitors will. So even if they come eventually, hopefully you’ll already be the dominate force in that market.

4. Keep up to date

7. Be a great boss

This goes for everything from technology to systems, marketing, and even your own personal image. If you have a brick and mortar location, you want to also keep things looking fresh and modern there, as well. First impressions are important for a reason. Everything about your business should tie into your marketing and branding. What are you selling and does everything line up to support that, from your business cards to your social media pages. Remember the key to branding and marketing is a consistent message.

One of the best things you can do to keep ahead of the rest, is by being a company where top talent and motivated newcomers want to be. Be the company that offers more than a competitive paycheck. Be a place that fosters talent, and offers scheduling and compensations packages that appeal more to people who think outside of the box. This will attract more innovative thinkers who value flexibility. Not only will you benefit from their talents, more importantly, your competition won’t.

Top Agent Magazine

JOE KERTESZ He’s enthusiastic, loves his work, and has a knowledge base that’s deeper and broader than any you’re likely to find. With repeat clients and referrals accounting for about 60 percent of his business, it’s safe to say clients are thrilled with Joe Kertesz. “There are some great agents out there,” Joe says, “so I really focus on service, doing more for my clients than they’d get anywhere else. I’ve always been a proponent of having real knowledge and being good at what you’re doing. I dig into the data and follow up on details. My clients get the benefit of my market knowledge, my understanding of trends and amenities in the neighborhoods, and my communication and negotiation skills.” Joe’s interest in real estate had its roots in childhood. His father was a “real estate guy” who recruited Joe in grade school to help him clean out rental homes, make repairs and focus on providing nice homes for his clients. Over the years, Joe’s interest grew toward the management aspect and he began doing wholesale work, investor representation and buy-andhold analyses. Meanwhile, he had started as a volunteer for the Scottsdale Police Department in college and stayed for a 21-year career. “I learned Scottsdale inside and out,” he says, “and I’m still impressed with the people and with its history, community, businesses, features and the beauty of the desert.” Having a wife and two young daughters, along with his desire to work in real estate, drove his decision to transition from law enforcement. He’s now been working in real estate for 17 years. He serves the north valley down through Scottsdale and the southeast, sincerely putting his clients first and being an advocate for

them. As a Top 1 Percent agent, Joe closed more than 45 transactions last year. “I bring clients all of the information they need to make the best choice,” he says, “and I’m always a resource for them, even years after the transaction. I’m now working with the kids of prior clients and really enjoying the trust they have in me.” One of the ways Joe stays in touch with past clients is an email newsletter. Many of his clients are also friends or investment partners who call him four or five times a week for resources. He loves it. His business model is unique in that he also does estate work and renovation work for investors who want to get out of the market. His resources include construction crews, renovation professionals, title professionals, even a photographer and copywriter—i.e., a hand-picked support team that he’s vetted over the years. To that he adds his in-depth knowledge of home renovation, staging and how best to prepare a home for market. He markets his listings online with a lifestyle approach and makes certain the data is spot on. The personal relationships he develops are the best part of the business for Joe. He enjoys being outside, finding the right house and spending time with his clients. “There’s merit in being an advocate for your client,” he says. “Being a resource for them may be one of the most important things in helping them achieve their real estate goals.” When he isn’t helping clients, Joe is usually on “Daddy adventures” with his family, going to the White Mountains or exploring the valley. With a career and family, he’s more focused now on how he spends his time, but he definitely plans to continue on his path in real estate, committed to his clients’ needs and developing lifelong friendships.

For more information about Joe Kertesz of West USA Realty, Scottsdale, AZ, visit JoeKertesz.com, download his mobile app at app.westusa.com/WUSAL4J, call (480) 751- 7560 or email josk621@cox.net www.

http://

Top Agent Magazine

FAITH PENNYBAKER Top Agent Faith Pennybaker of Coldwell Banker has over twenty-five-years experience in the real estate world, allowing her to provide her many clients in the Manatee and Sarasota counties of Florida with top-notch customer service skills, which set her head and shoulders above her peers. Faith began her career in real estate in California in 1991 starting out in the Mortgage side doing client origination and then wholesale lending. In 2005, she relocated to Florida and became licensed in the Sunshine State. It’s her tenacity in fighting for her clients, among many other exemplary characteristics that keeps Faith’s many clients returning to her and referring new customers. “I have persistence,” she says. “I work hard to get the deal done for my clients, and the fact is I go the extra mile for every single one of them. I’ve been blessed to have over 97% of my clients becoming repeat buyers and seller as well as actively giving me referrals.” Faith’s appreciation for her clients is obvious, and she works hard to convey this to them. “Every quarter I call as many clients as I can, and I’ll pop by with little gifts for them. For me, it’s not about spending the money, it’s about showing them that I care. A lot of agents don’t ever follow up after the transaction. I try to add value after the sale, when I ask about their kids I also drop off information I think would be pertinent to them, whether it’s market conditions or paperwork they might need to fill out for something like a homestead exemption.” Faith’s experience is evidenced by the slew of designations she has accrued, including CSP, AHWD, SFR, and CRS. Additionally, she holds the coveted CNE (Certified Negotiation Expert), which only thirteen percent of all realtors nationwide have achieved. With a background in new home

construction and finance, Faith is consistently ranked among the top ten percent of sales yearly. Faith takes great pride in how she markets her properties. In addition to the state-of-the-art tools Coldwell Banker provides to disseminate her listings, she utilizes cutting edge technology to show each home to it’s best advantage, including professional HD photography, drone video, and 3-D walkthroughs just to name a few. Negotiation is an art, and Faith has mastered it. “I like putting a deal together,” she says. “I just love being able to find out what it’s going to take on both sides to get the deal done.” Listening to her clients is of paramount importance to Faith. “It all starts in the beginning, when you have that consultation with your clients. You need to find out their motivations, why they need to buy or sell, how are we going to best market their property or get them into their dream home. We uncover what the end result is that they’re trying to achieve, and how can we put together the financing if needed. We discuss things like neighborhood amenities that matter and weigh out the associated fees within each community. It’s not just about the price of the home, it’s about all of the terms within it.” Faith has a son and a daughter both grown as well as a granddaughter that she adores. When she’s not working, Faith can be found biking, camping, fishing in the Keys with her husband and spending time with her small menagerie of two dogs and two cats. She is also active locally in her community, with a local food bank and an animal shelter among her pet projects. As for the future, Faith is looking forward to continuing to grow her business. “I want to add a couple more buyer’s agents, a listing agent…just get a bigger reach. And add many more happy homeowners and sellers to the list for our next client appreciation party!”

For more information about

FAITH PENNYBAKER,

please call 941-882-0132 or email Faith@ThePennybakerTeam.com 36

5 Sure-Fire Ways to Get More Referrals by Bubba Mills

Wouldn’t it be great if you didn’t have to market your services? Just serve and help clients all day—it’s why you chose real estate in the first place, right? To help people. But if you’re like most REALTORS®, you’re likely working your butt off just to get those clients. So what’s the answer? Referrals— from your current and past clients, family, friends and acquaintances. Imagine what your business would look like if everyone you knew gave you just one good buying or selling referral. Yeah, savor that feeling for a minute.

savings. Remember this: when you take exceptional care of your clients, they’ll do your marketing for free. Referrals are where the money is and here are five tips you can start using today to get more: 1. Make your service downright unforgettable. Past clients can’t refer you if they don’t remember you. Help them remember you by giving them memorable service. Take time to brainstorm ways to increase your service. Remember that referrals are earned, not paid for. By the way, I teach a seminar called Marry Me! Getting Your Clients to Say ‘I Do!’ that gives tips on how to offer service that yields referrals. Visit http://getbubbasnotes.com/marryme and get them free.

Run the numbers. Your average client who sticks with you is worth $25,000 if they move three times (first average commission is $5,000; they move in five years, that’s another $10,000 for the buy and sell. Same with the third 2. Cross promote and partner with move, another $10,000.) Then if the other businesses. Think about all the client refers two people, suddenly local businesses in your city and you’re talking $75,000. And that’s then ask this question: What can I without marketing, so add in that do to help those local businesses Top Agent Magazine

while promoting my business? Think coupons for your clients and leaving your business cards in their stores. 3. Think A.B.A.—Always Be Asking. If you don't ask, you don't get referrals. Add a P.S. to your email signature. Something like this: “P.S. If you know anyone thinking of buying or selling real estate, please tell them about ABC Real Estate and hit the reply button and tell us how we can help them!” Also, put some serious thought into your closing gifts. I’ve given Cutco Knives with my name engraved on the blades. Every time they use the knives, they think of me. Give gifts that have a shelf life. 4. Get involved in your community. People are more likely to refer to someone they believe is a good person – someone that gives back to the community. And remember, it’s not your signs all over town that make you a community icon; it’s what you do for your community. Volunteer at retirement centers, help rebuild and paint local parks, serve food at the local soup kitchen, take part in fundraisers and be seen at block parties and street picnics. 5. Show your gratitude when you do 38

get referrals. Thank your referrers for their help, and keep them updated on how the new relationship is going. The referral system is built on strong relationships and shared value. Share what’s on your mind. How much time are you spending to get referrals? Can you improve your referral numbers? If not, why not? What’s preventing you from getting more referrals? What successes or failures have you had with asking for referrals in the past? Please send any comments or questions you have to Article@CorcoranCoaching.com or http://www.facebook.com/Corcoran Coaching. Bubba Mills is co-owner and executive vice president of Corcoran Consulting and Coaching Inc. (www.corcorancoaching. com/programs, 800-957-8353), an international consulting and coaching company that specializes in performance coaching and the implementation of sound business systems into Real Estate Companies, Mortgage Companies and Small Businesses. Bubba Mills is a nationally recognized inspirational and education speaker, coach and mentor to the top real estate agents and mortgage companies. To find out more about Corcoran Consulting & Coaching, call 1-800-957-8353 or visit us at www.Corcoran Coaching.com. Top Agent Magazine

AGUS RANKIN What do a former photographer, restaurant owner and attorney have in common? If you’re Agus Rankin, you’ve been all three, and you put all your skills—and your whole heart—into helping clients buy and sell property. Originally from Italy, Agus grew up in Argentina and went to college at Oxford, in the UK, where she earned a PhD in international law. As a former attorney, she’s expert in contracts—exactly the Realtor you want on your side. “Being a real estate agent is not about opening the door,” she says, “we can all do that. It’s about writing contracts, and believe me, nobody can do that better than a former attorney!” She’s also moved internationally four times, so she understands the stress. “People move for a reason, whether it’s a new baby, a divorce, a job loss. I’m there if my clients need help packing or taking care of the kids,” she says. As a divorced mom, Agus counted on her “village” to help her, so she tries to do the same for her clients. “I connect with them in a deeper way than other agents do,” she says. “It’s not just about the sale, it’s about touching their life. There’s so much competition in our industry that sometimes we lose the human factor.” Agus was pregnant with her second child in 2011 and, as a stay-at-home mom, became desperate for adult interaction. She took the real estate exam and hit gold. In 2011 she was nominated as Rookie of the Year and closed the third-biggest commercial real estate transaction in the state of Washington. She’s been having fun ever since, getting

to do everything she loves: negotiating contracts, taking photographs, helping people. She serves the Yakima area with an 80 percent repeat and referral rate, but she also has a remarkable conversion rate. When she meets a seller for the interview, 99 percent of the time she gets the listing. And she sells. In the last 18 months, only two of Agus’s listings stayed on the market two months; the others sold in under one week. “I encourage sellers to price their home right, it will give us more of a chance to get way more money,” she says. “If you overprice, it’s not going to happen.” To market her listings, she takes photographs, advertises on Facebook and YouTube, prints flyers and sends “Just Listed” and “Just Sold” postcards (sometimes the same day!). If the home hasn’t sold within a week, she does agent tours—but her agent tours are like no other. The former restaurateur cooks for everybody, so local agents know it’s worth it to come! Agus generally closes seven transactions a month, four at the least. “I’m so blessed,” she says. “Even if I don’t make that much money, if I can change someone’s life, I would do it as many times as is necessary.” Her passion translates to the community, too, where she’s been a YWCA board member, a Junior League leader and a mentor for Epic (a pre-school project for kids), among other roles. In her spare time she enjoys arts and crafts with her two boys, painting and enjoying the area. In the summer, she and her kids (and two dogs) love hiking, morel hunting and river floating. Looking forward, Agus wants to bring fun back to real estate so more people can enjoy the experience. “I don’t think new agents realize how much we impact lives,” she says. “It’s an honor that we get to be part of that.”

For more information about Agus Rankin of Fusion Realty, Yakima, Washington, visit fusionyakima.com/agents-agus-rankin_17-13s.html, call 509.834.0536 or email sellingyakimainhighheels1@gmail.com www.

Top Agent Magazine

CHRISTY RIOS After almost fifteen years in the hospitality industry working for Marriott Corporation, Christy Rios wanted to take her passion for excellent customer service in a different direction. She hoped for a more flexible schedule so she could spend time with her daughter, who was starting junior high. So in 2005, she left Marriott and embarked on her real estate career. “I haven’t ever looked back,” Christy says with a smile. “I love it!” Currently one of the top individual agents in her office, Christy works solo with a transaction coordinator to support her. She focuses on the East Valley of Phoenix, which encompasses Mesa, Chandler and Gilbert; as well as Scottsdale and Tempe. In the Mesa area–where she also lives–she specializes in high end, luxury homes. One hundred percent of Christy’s business comes from referrals and repeat customers. “I spend no money on marketing myself at all,” she says.

advertises each property to ensure she reaches its specific buyer base. “For a luxury property with horse stables, I’ll make sure we have an ad in an upcoming equestrian show,” Christy says. “I go after the right demographic to sell the property.” A natural people person, Christy’s favorite part of the job is the diversity of her client base. She also loves the fact that every day on the job is different and that she sells such a wide variety of properties. For Christy life isn’t all work. Family is still her number one priority. While Christy’s own daughter is now 24, Christy is raising her nephew, who just finished the 6th grade. Christy loves to attend his sporting events and is his number one fan. In her well-earned free time, she and her husband hit the road on their Harley-Davidsons, riding to Las Vegas, Mexico, or just up into the hills. For the future, Christy wants to continue to provide high quality, customized, client-based service. Christy says, “I want to keep doing what I’m doing. I’m as busy as I want to be. My business is steady and I love it!”

What keeps her clients coming back at such a remarkable rate? “I think it’s the experience I brought from the hospitality industry,” Christy explains. “Marriott teaches its employees that the customer is always right. I brought that mentality to real estate. I’m very accessible. Seven days a week, my clients can call me. I treat every one of my clients as if they were a family member. I try to treat people the way I would like to be treated. I try to go above and beyond their expectations. That keeps the referrals coming. I do a lot of repeat business. Now that I’ve been in the business 12 years, I’ve sold many of my clients more than one home.” Christy keeps in touch with past clients by reaching out by phone occasionally, but it’s mostly her clients’ memories of the excellent service she provides that accounts for her remarkable referral rate. “I serve them when they need to be served, and I try to do amazing work, and when they think of real estate again, they think of me,” Christy says with a smile. A gifted communicator, Christy has a strong sense of each client she works with and tailors her services accordingly. She intuitively understands that the needs and concerns of a 70-year old couple downsizing for retirement will be different from 25-year old newlyweds purchasing their first home. A meticulous marketer of her properties, Christy never uses a cookie cutter approach to spreading the word. Christy hires professional photographers to showcase each listing on multiple real estate websites and social media. She’s creative in the way she 40

For more information about CHRISTY RIOS, contact her on her cell at 602 - 565 - 4851 or by email at christyriosgroup@gmail.com or TheChristyRiosGroup.com www.

Four Challenges and Solutions from the Front Lines of the Real Estate Industry By Walter Sanford

There should be more profit-refining rather than adding a new layer of overhead or technology. Sometimes, the basics are not addressed when looking to increase the company’s or individual agent’s net returns. 1. Lack of training from top agents. Many times, the agent who was average in production but great at the process becomes a training manager. There are broker/owners who just don’t have the time to train; there are the top producers in the office who don’t have the time or motivation to train; and then, there are the previously mentioned managers who took that job because it was as financially lucrative as production. Too many agents are not receiving superstar training in lead generation. I have coaching clients who receive training on process rather than lead generation at their offices. There are many solutions, two of which are detailed below: A A brokerage system that brings the top agents into the training and recruiting business -- the two best known systems are Keller Williams and EXIT Realty. It is easy to reproduce these systems by giving better splits for listings sold or pieces of profit on new hires given to the introducer. B Set up systems in the office that promote production like meetings where everyone puts their best buyer and best seller together; where the office performs certain lead generation systems until agents commit to them like expired solicitation; where top trainers are brought in and agents are held accountable to new ideas. Top Agent Magazine

2. Reliance on purchased leads. Agents have lost their ability to prospect for sellers from hot demographics, because they buy leads from consolidators. If the purchased leads are good one year, they will go up in price or decrease in the number of leads in the next year. Agents need to prospect hot seller demographics blending “new school” with old school tools like direct mail, phone, follow-up, database, and closing abilities. The value you can offer certain seller demographics should be discussed at training meetings. 3. Offer macro-economic services. An agent has the ability to offer great information on a local level. It is the only way to compete with national websites. Whether you develop neighborhood websites or a newsletter based on local statistics, honing your local value is the only way to beat national efforts. 4. Financially struggling agents who don’t understand budgeting, planning, and investing. Many agents are struggling financially and they cannot devote their full attention to maximizing client satisfaction. They do whatever it takes to make the deal; they are in panic mode. With office services in place like setting up agent savings systems at close, training on tax-deferred investments, promoting real estate investing for groups, and budgeting analysis – offices have more agents who don’t live commission to commission. These agents are always better at making deals when the deals are based upon client satisfaction and not agent survival. Before you attend another webinar from a trainer or a tech guy (who never sold real estate) as they try to make your job easier – take a step back and start firming up some of the basics. Copyright©, 2016 Walter Sanford. All rights reserved.

Walter Sanford has been designing and implementing real estate systems for 30 years. One of the most successful REALTORS® and now wealthy from his systems, Sanford teaches his systems and strategies through his products, seminars, and personal coaching producing the best results in the industry. Do what works, do what is proven. Hire Walter Sanford. Call our office at 800.792.5837, email walter@waltersanford.com, or chat with us online at www.waltersanford.com. 42

Top Agent Magazine

ANTHONY ROLANDO Tony Rolando’s interest to pursue a career in real estate goes as far back as middle school. Sundays, after church, he and his parents would go on long car rides, viewing new subdivisions and developments around the Richmond area. Before that, Tony recalls spending time in parks and the local creek, catching frogs and turtles, and creating habitats for them in 10-gallon tanks and a pond he had built in his backyard— perhaps an early indication of his interest in development and real estate. After graduating college in 2010 with a Bachelor’s of Science in Real Estate and a Bachelor’s of Science in Economics from Virginia Commonwealth University, Tony began his career in real estate, starting in property management before moving to brokerage, finally capitalizing on a lifelong passion. Today, equipped with six years of industry experience in property management, sales and leasing, he has cultivated a flourishing commercial sales and property management practice founded on the principles of trust, extensive communication, client-centered care, and an unwavering passion for his daily work. Tony’s track record of success is an impressive one. In just over a year of focusing on commercial sales and leasing, he’s completed $4.5 million in closed sales transactions with an additional $350k under contract, while negotiating $1,402,00.00 off asking prices as a buyer’s representative—all amounting to a remarkable pedigree. He currently manages more than $1.8 million in annual rent receivables, including an additional $400,000.00 in new property management assignments in the past year alone. With a focus on central Virginia, Tony specializes in the greater Richmond area, and surrounding counties. At Pollard & Bagby Inc., he works with a dedicated team to ensure they are delivering value to each client through a strategic approach tailored specifically to meet each client’s goal. Tony cites this approach, along with a genuine passion for his work, as one of the main drivers behind his success. “I put myself in my clients’ shoes,” he says. “Before I do anything, I ask myself, ‘Is this what is best for my client?’ If it is, we will continue to find ourselves following the right path.” Such forthright dedication to his clients’ achievements has propelled Tony forward, earning referrals and repeat clientele through honesty and transparent communication to delivering results that keep bringing his clients back.

distributing listings on major commercial real estate sites, Tony promotes properties across his vast, personal network. “I’m like a walking billboard,” he says. “When you’re passionate about your profession, you can’t help but talk about it.” To stay in touch with past clients, he relies on e-mails, texts, and phone calls, depending on how each client prefers to communicate. He often reaches out to keep clients in the loop about developments and goings-on in their area of interest— another detailed way that Tony serves as a resource to his clients long after the transaction has closed. Altogether, it is Tony’s authentic passion for his work that unites his expertise and winning personality. At the end of the day, he keeps his sight on the individual or family at the heart of each transaction. “This is a people-driven industry. I like to say I’m in the business of people,” he reflects. “Connecting with others through collaboration is how we can help each other reach our goals. Working with people are what I enjoy most about my work. We all have different backgrounds and life experiences, and seeing how we are all connected through real estate is so exciting.” Tony practices a spirit of service in his community endeavors as well. He most recently worked with Hands On Greater Richmond, an organization that partners to affect positive change in local communities. Whether it’s clearing a community garden that has fallen into disarray, or picking up trash from the James River. When he isn’t working to grow the commercial market in Richmond, Tony really enjoys yard work, using the time outside as a means to unwind. “I’ve always spent time working outside with my hands,” he says. “My mother likes to call it ‘yard therapy.’” Tony is an avid scuba diver, enjoys tubing down the James River, and going for trail hikes with his wife, Bethany, and their pit-bull, Stella. As for the future, Tony has plans to continue growing his business with a special emphasis on commercial sales, leasing, and property management with all the unconventionality this work brings. He is also fostering a five-year plan to continue purchasing properties and improving neighborhoods around the city, then using them as rentals when he and his wife move. With six years of experience under his belt, an impressive track record, and a decidedly proactive eye toward the future, it seems Tony is just getting started.

Ensuring he is available around the clock to his clients is a stronghold of his professional philosophy. “I want my clients to know I am their one-stop-shop for all their real estate needs.” He says, “If I do not immediately know the answers, then I want to be the source of the source. Always putting my clients’ needs first, managing their property like it is my own.” In all endeavors, Tony strives to be a complete resource to his clients, making a concerted effort to empower his clients by providing information throughout the buying or selling process. Tony has a knack for the interpersonal—putting himself in his clients’ shoes—establishing trust with those he serves, while also curating a memorable, positive experience. To market his listings, Tony believes in the power of technology, while not forgetting about the traditional methods of marketing. Therefore, he has taken a pointed approach to marketing online. In addition to Top Agent Magazine

To learn more about Tony Rolando, ﬁnd him on LinkedIn, e-mail: RVArealestateinfo@gmail.com, or call (804) 647 - 6700 Copyright Top Agent Magazine 43

AUSTIN SPARKS You might say that Austin Sparks was destined to get into the real estate business. His dad was a successful agent and investor Austin’s whole life, and he was always intrigued by the business. He finally got his license in 2003 and bought his first rental property in 2005. Since 2008, Austin has been at C.W. Sparks Management, the company his dad founded in 1992, where he serves as the Designated Broker. Austin is responsible for the oversight of all marketing, management, and financial operations, as well as all licensee activities and compliance with the Texas Real Estate Commission. C.W. Sparks is a full service property management company that has grown to become one of the most well established residential property management companies in the Dallas-Fort Worth area. They currently manage over 400 properties.

Through his company he donates to several charitable organizations, including Food For the Hungry. Austin enjoys spending time with his wife and 4 kids, camping, snowboarding,biking and traveling. He’s currently exploring an interest in mico-lending within developing countries, and just returned from Myanmar with the organization B4T. Austin would like to continue to see his company grow, and is constantly leading the charge to retool systems and practices in order to better serve their owners as well as their renters. They are also looking to possibly expand into new marketplaces, where they can bring their unique level of service to even more people. “Even though C.W. Sparks has been around for a long time, we still have the enthusiasm of a new company. That combination of experience and innovation is what keeps us at the top. We want to be around another 35 years and we’re well on our way to achieving that.”

Key to C.W. Sparks’ success has been their in-depth knowledge of every aspect of the business combined with a level of customer service that is comprehensive and efficient. Their method keeps the costs low, and they pass those savings on to their clients. “There’s a reason we have low turnover and a near 100% satisfaction rate with our owners. We rely on systems that we’ve honed for years to perfect the process, as well as always keeping on the forefront of implementing cutting edge technologies. We’re also excellent when it comes to communication. We make the right decisions and are great advisors.” C.W. Sparks takes a personal approach to this business as well, something that is even more important in the competitive property management business. “In property management your relationship with a client is frequent and long term. We’re involved in owner’s and tenant’s lives, so establishing and maintaining trust is imperative.” Austin credits his ability to problem solve as being one of the reasons property management has been such a perfect match for him. “I think that when you boil it down, this business is really all about solving problems. There’s something really satisfying about taking a difficult situation, coming up with a solution and fixing it. Every day there is something new to deal with. It keeps things exciting.” Austin is active in his community serving as a youth leader at his church, as well as being involved with the Boy Scouts. 44

To learn more about CW Sparks Management call (469) 408-7374, email info@cwsparks.com or visit cwsparks.com www.

Be Their REALTOR for Life: ®

How to Build a Relationship with Your Clients That Will Last a Lifetime In the world of real estate, an agent’s relationship with their clients can make or break their career. This industry revolves around working well with people, and being able to develop a strong relationship with your clients is the foundation that you business is based upon. Just like with a house, if that foundation is weak, the rest of the structure is also going to be unsteady and fragile. The mark of a good REALTOR® is their ability to build up a good referral network and following of loyal clients. This isn’t something that just happens by accident. Building healthy, strong relationships with your clients takes work and knowing how to gain another person’s trust, respect, and friendship. Here are some ways to make sure you are building the right kind of relationship with your clients. Top Agent Magazine

Top Agent Magazine

1. Use Your Friendliness and Optimism to Win Them Over: No one wants a pushy, overly confident salesperson for a REALTOR®. Clients are much more inclined to put their trust in the hands of someone who is friendly when it comes to one of the biggest financial transactions of their lives. A pleasant, outgoing disposition will win you more clients as well as friends. You want to establish rapport in the first few minutes of first meeting prospective clients. Rather than starting with business right off the bat, begin your meeting with some small talk such as similar interests, hobbies, and family life. This will immediately help to put your clients at ease, and show that you are not simply trying to “sell” them something. People also respond well to optimism. During what can be a very stressful time, clients need someone to help them stay positive when a situation looks difficult and challenging. Optimism also tends to radiate charisma, and people want to be around and do business with charismatic people. You want to learn how to understand, motivate, and inspire people.

2. Be an Inquisitive Learner and an Empathetic Listener:

out any potential concerns they might have. After you’ve gained as much information as possible, you can then gauge their interest in your possible solutions by asking “what if” questions. Being inquisitive also demonstrates to your clients that you are genuinely interested and invested in their situation. On the other side of this coin is knowing how to listen empathetically. Empathy involves actually putting yourself or your mind in their shoes so you can genuinely understand their concerns, needs, and opinions. That understanding and empathy is then reflected in your conversation with that client. Your clients want to know that you care about their situation, and that they’re not just another sale for you to make. People are much more willing to put their trust in you when they can sense that you are actually making an effort to feel what they feel in order to understand their situation. Showing your interest through questions, and then thoughtfully listening goes a long way towards gaining trust. Showing empathy and acknowledging the feelings and emotions involved in your clients situation helps build a relationship founded on genuine care and trust.

3. Watch for Nonverbal Clues:

Don’t be afraid to show your curiosity and ask your clients a lot of questions. Some of these questions may even be difficult and uncomfortable. You want to discover and learn as much as you can about your client. Don’t make the mistake of jumping straight into the role of the know-it-all. Every different client has unique needs, so you want to learn as much as you can about their specific situation before trying to propose a solution. You want to uncover their primary motive for buying or selling, and flush

Most communication happens nonverbally, so knowing how to interpret your client’s body language can be incredibly helpful. Here are a few things to pay special attention to: Eye contact: Be careful with the level of eye contact you use with clients when first meeting. Too much and too little eye contact can send the wrong impression. You want to try and maintain eye contact around 70 percent of the time. That is the amount that most people are comfortable with. Pay attention to your client’s level of eye

Top Agent Magazine Top Agent Magazine

contact to determine how comfortable they are. When someone avoids eye contact that could mean they are not engaged in the conversation. A good way to quickly build a feeling of rapport when first meeting clients is to make eye contact when you first meet them and then start nodding yes to what they’re saying. If the client reciprocates the eye contact and nodding, you’ve established a connection.

4. Prove your honesty and credibility:

Choose the right handshake for each client: One handshake does not fit all people, and that first handshake can be crucial to making a good first impression. The way to do a good handshake for each client is to try and mirror the other person’s handshake in strength, keep your shoulders aligned as you are preferably standing when you shake hands. While you shake your client’s hand make sure you make eye contact and give them a sincere smile.

Showing a little weakness can actually be to your advantage in this situation, and will actually make others more inclined view you as honest. You don’t want to come across as too good to be true. When revealing this weakness, however, the key to coming out on top is turning what sounds like a weakness into a strength. For example, your service may be more expensive, but that’s because you offer more personalized and extra services than your competitors.

Honesty and integrity are the two traits that 98 percent of buyers and sellers report are qualities they consider “very important”. The thing is you can say you have these traits all you want on your website, bio, etc., but trust has to be earned, and the only way to do this is to prove your credibility.

Here are a few tips for how to sound more credible:

When you talk to your clients avoid using filler words such as “um” and “uh”, which can decrease your credibility. You also want to watch the tone of your voice. People tend to translate a deeper tone as sounding more credible.

You want to develop a relationship to last a lifetime when interacting with your clients. There are many things you can do to accomplish this, and using these tips can take you from getting just a few referrals and repeat customers to gaining a loyal client following. Taking the little extra time to make sure you are projecting the right attitude and making sure that you are doing things to gain your client’s trust can make a world of difference for your business. Top Agent Magazine

Top Agent Magazine

WALTERS & CO. REAL ESTATE SERVICES Denver-based Walters & Co. Real Estate Services places its pride in the word service. “We’re an all-encompassing, full-service, one-stop, real estate brokerage and property management company with an extremely high level of service for real estate investors and their tenants,” says Willie Walters, who entered real estate in 2013 after more than 30 years serving Wall Street investors. “Many Wall Street investors were interested in real estate investments, so it made sense for me to get involved,” says Willie, who after some due diligence began helping investors identify quality properties. At first, Willie and his wife, Lizz, a REALTOR® since 2007, outsourced property management services. “But we came to realize that we could offer our clients better customer service than a third party,” says Willie, whose nephew, Danny Walters, joined the company at that time to direct the property management division. With Danny leading property management, Willie focuses finding good investments, analyzing investor portfolios, streamlining as needed to maximize performance on behalf of investors. “The firm is focused on investment acquisitions and helping investors buy properties,” says Danny Walters. “And when we implemented property management services in-house, we were able to expand outside our investment sphere. From day one, we’ve been completely focused on customer service.” Communication, transparency and a big-picture outlook, he says, is what separates Walters & Co. from other property management companies. Because they believe in maintaining the integrity of high-quality properties, they place great importance on tenants’ needs as well. “If you have good tenants and treat them well, they’ll take care of the property,” he says, noting that, the effort comes full-circle. Happy tenants pay their rent on time and treat the property well, which, in turn, keeps the owners happy. With its staff of 11 – including five sales agents, a transaction coordinator, administrative staff and in-house maintenance staff – Walters

& Co. takes the high standard they believe everyone deserves and applies it to both the investor and the tenant. Covering the Denver Metropolitan Area, they currently manage about 120 properties and expect to reach 150 by year end. Danny says that much of that growth is happening organically. “For at least 75% of our property management clients, we’ve helped identify the property and retain that client after the sale for management,” he says, noting that 95% of the total property management business comes from referrals. “Much of it is word-of-mouth about our service,” he says. They’re known for doing whatever it takes to ensure properties are well maintained. “We treat these properties as if they’re our own.” Willie adds that their in-depth knowledge and access to data also distinguishes them. “We gather tremendous amounts of information through property management.” By combining that data with Willie’s investment experience and knowledge of acquisition costs, cash-flow analysis and more, they provide clients a detailed picture of their portfolios. “We’re able to show how that bigger picture impacts the overall investment strategy of an individual or a partnership.” Technology is also key. “Our owner portal gives clients full access to their accounts to see where things stand including cash flow.” Tenants have the same access on their end. “We’re in constant communication with clients,” says Willie. “Even as we build our business and roll out a more aggressive marketing strategy for property management, our primary focus is building relationships.” With his new marketing efforts, Danny is eager to broaden Walters & Co.’s reach to renters and property owners. In matching people with properties, he focuses on the importance of first impressions, using only professional photography to advertise both sales and rental properties. In addition, Danny’s targeted marketing puts each property in front of the ideal purchaser or renter. “It’s great when someone finds something they love; it’s mutually beneficial to all parties,” he says. For Willie, the joy is in seeing clients achieve strong returns on quality investments he has identified for them; properties are then managed so smoothly that owners effortlessly enjoy the maturity of their investments. Given their impact on people’s lives, in the coming years, the reputation of Walter’s & Co.’s sales, property management and home maintenance divisions will surely grow as quickly as the company itself.

To learn more about Walters & Co. Real Estate Services, visit rentgowalters.com, email rent@gowalters.com or call 720.357.2330 www.

Things Successful People Never Do

There always seems to be people around you who find success with ease, but trust me, that is NOT the case. Although luck can often times play a role in someone’s success, most of the time it’s due to hard work and avoiding bad habits. The best way to find your own success is to implement some of qualities you see in people you admire into your own life. The hard work part is still up to you, but by shifting your perspective a bit, and NOT doing some of the following

Top Agent Magazine

things, that success might happen a little quicker.

DON’T JUST WING IT

Successful people plan everything. Not only do they have yearly goals, but weekly and sometimes daily ones as well. By giving your time a purpose, and a clearly defined goal, you’ll eliminate the time you spend haphazardly doing things that might not be a priority. It will also make you feel less scattered, which is always a good thing.

Top Agent Magazine

THEY DON’T TAKE ON MORE THAN THEY CAN ACHIEVE

Successful people take on what they can do well, and no more. That all starts with a daily ‘do to’ list. They always make sure their list is manageable and then they don’t sleep until that list is completed. If you find yourself not finishing your list, assess whether it was too much or if you slacked off. You’ll be surprised at the feeling of accomplishment you feel when you finish your list. Not finishing will bring you down, so make sure you aren’t biting off more than you can chew.

THEY DON’T WORK HARDER, THEY WORK SMARTER

Yes, having a strong work ethic is key, but that doesn’t mean you should waste time on things that will have less of an impact on your success. Focus on the things that will give you the most bang for your buck. Better to spend the majority of your time there, than spread yourself thin on numerous tasks.

THEY DON’T TRY TO PLEASE EVERYONE

This might seem like a bad call in business, but successful people know when to cut your loses and move forward. Anything or anyone, that frustration into your life, is never a good thing.

REPEAT THE SAME MISTAKES

Similar to not trying to please everyone, successful people are also diligent about accepting when something isn’t working 50

and moving on from mistakes. Yes, you learn from them, but don’t repeat them. Part of being innovative is trying new things, that will keep you fresh and energized, but learning how to let go is an equally important part of the equation.

GO FOR THE SHORT RUN SOLUTION

Successful people are in it for the long haul and therefore thinking long term. When you have a plan for success and the patience to see it through, while you might have a slow start, you’re establishing a foundation for long term success. Going for the easy fix, usually doesn’t pay off.

PAY ATTENTION TO THE NAYSAYERS

Lets face it, we all have people in our lives who might be a little more pessimistic than is healthy to be around. You can’t change them, all you can do is not let them drag you down into their ‘glass half full’ mentality. Have your plans and goals, be confident about them. When you’re insecure, that’s when you’re most vulnerable to those types of people.

THEY NEVER QUIT

That doesn’t mean letting go of things that aren’t working. It means having an end goal. Whatever obstacles or challenges come up, you take them on, always with that end goal in sight. Successful people know that adversity and overcoming those challenges, is how you grow, and will ultimately make you a better business person.

Top Agent Magazine

MATT WYBLE A fourth-generation realtor, Matt Wyble was born with real estate in his blood. Just after World War II, Matt’s great grandfather, Raymond Grant, started up a brokerage—Arundel Realty. After Raymond’s death, Matt’s grandfather, Ray Grant, took over and changed the name to Ray Grant Realty. From that point forward, the trade was passed down from generation to generation. Today, Matt has mounted a thriving career, fueled by an education in marketing, the tried-and-true insight of a family business, and an unwavering commitment to client-centered care. Along with his business partner, Stacey Hughes, Matt leads a sizable yet tightknit team that primarily serves the Severna Park area, though they happily cater to clients as far afield as the metro areas of Baltimore, D.C., and Maryland at large. Equipped with fourteen team members, there is always at least one person on Matt’s team that possesses a specialized knowledge of a particular neighborhood. What’s more, Matt’s team represents four different language fluencies, including English, Spanish, Korean, and American Sign Language. Altogether, with rates of 70% for referral business and 20% for repeat business, Matt and his team demonstrate a comprehensive, consistent understanding of what constitutes memorable client care. Likewise, Matt cites clarity in setting expectations upfront and delivering on commitments as the main drivers of his success. “I let my clients know as much information as possible, so they know what to expect throughout the entire transaction,” Matt explains. “People know we’re not all talk—we mean what we say and deliver on our professional promises.” Applying his background and education in marketing, Matt harnesses the power of emerging and effective technological tools to promote his business and continue driving sales. Because of his team’s structure, size, and talent pool, Matt offers each of his clients personalized service—without compromising accessibility or attention to detail. Each team member is briefed on all aspects of ongoing transactions, and if ever a need should arise, can always jump in to help or lend their expertise when necessary. To market his listings, Matt provides a tailored approach to each property. During his initial consultation, a professional stager visits each home and provides an overview of details to be addressed in order to prepare for selling. Additionally, a professional photographer secures striking photographs and creates a 3D tour for every listing. To generate awareness and demand, properties are listed as “Coming Soon” for three days before hitting the market, and listings are distributed across hundreds of online outlets to ensure maximum visibility. Paid partnerships with major websites ensure listings target the ideal potential buyers. To stay in touch with past clients, Matt sends out postcards with updates on his team and the properties being sold in the Top Agent Magazine

community, while also capitalizing on the power of social media to stay connected to his vast network. In reflecting on what he loves most about his career, Matt says, “I enjoy that every day can be different, but what I really love is helping someone buy a home. Seeing the joy and relief they feel at the closing table—for me, that’s what the work is all about.” Outside of the office, Matt and his wife dedicate much of their time and energy to the For Ellie Foundation, which they began in memory of their daughter. Most recently, the For Ellie Foundation completed a project to create Ellie’s Moonflower Garden adjacent to the labyrinth outside of the Woods Care and Counseling Center. Together the garden and labyrinth are designed to be a place of healing for the community in remembrance of both Matt’s grandparents and his daughter. Currently, Matt and his wife are spearheading a fundraiser for the child life specialists at the local hospital in honor of Ellie on what would have been her first birthday. In his free hours, Matt is an active participant in the local Chamber of Commerce and recently finished a four-year stint on the Board of Directors, with two years as Vice President. He’s also sure to take one day off a week to be with his three-year old son, Luke. Together, they travel all over the state, learning and exploring a new activity or place each week. For fun, Matt enjoys boating and fishing, and spending quality time with the whole family. With an eye toward the future, Matt plans to continue growing both his business and his team. Over the next year, he hopes to add an additional team member, with aspirations to grow the office to twenty total members. He also plans to continue growing the For Ellie Foundation at ForEllie.org, creating a more beautiful world through random acts of kindness. In reflecting on his business’s trajectory to date, Matt mentions his office’s team effort and his clients as daily motivators. “I love the fact that my team gives me the opportunity to be dialed into my clients,” Matt reflects. “At the end of the day, the best compliment I can get is when a buyer or seller simply says thanks.” With a multi-generation pedigree and a professional ethos fixed on his clients’ successes, the years ahead are sure to be filled with sustained promise for Matt Wyble and his team.

To learn more about MATT WYBLE, visit TheMattWybleTeam.com, e-mail MattWyble@championrealty.com, or call (410) 975 - 3215 www.

mailto:mag@topagentmagazine.com

Top Agent Magazine