Nationwide 8-14-17 by Top Agent Magazine

NATIONWIDE & INTERNATIONAL EDITION

On behalf of everyone at Nations Title, Ursula Austin would like to congratulate

Howie Boeve RICK BINA

HOWIE BOEVE

ANTHONY CASACCIO

LORI DILLICK

on being featured for the state of Michigan in Top Agent Magazine! MICHAEL FINGER

BIKEL FRENELLE

LEIAN HAROSKY

Ursula Austin Account Executive, Nations Title MIKE & MELISSA PHYLLIS MANDEL SALLY McKEAN MURRAY 616-460-0352 | uaustin@nationstitle.com

SANDY PEARMAN

JUDY AMES STEPHENS

JEN TOLLEY

SHELLY HOLZ

TUNG NGUYEN

JEN TOLLEY

JASMINE ZOU

NATIONWIDE & INTERNATIONAL EDITION On behalf of everyone at Nations Title, Ursula Austin would like to congratulate

Howie Boeve 12

BIKEL FRENELLE

HOWIE BOEVE

TUNG NGUYEN

JUDY AMES STEPHENS

JEN TOLLEY28

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

JASMINE ZOU

JEN TOLLEY

ANTHONY CASACCIO

RICK BINA

Ursula Austin Account Executive,CONTENTS Nations Title 616-460-0352 | uaustin@nationstitle.com

14) HOW TO 4) CONNECT While she was working forty hoursYOUR a week and studying OVERCOME BEYOND REAL ESTATE social work at school, Jen Tolley never imagined property WORKPLACE FEARS TO ATTRACT FUTUREand marketing would become two of her greatest passions. But when she went to work part-time for a real estate office, CLIENTS she quickly discovered she had a knack for the industry. After graduating KennesawON State University 17)from 8 TIPS USINGin 2009, Jen decided to earn her real estate license. In just a year and DISRUPTIVE THINKING 10) 7 SIMPLE TIPS a half, she grew the company’s property management division from twenty to a whopping one-hundred and twenty TO IMPROVE THAT ARE PROVEN managed properties. Having proven herself since day one TO HELP YOU STAY on the job, INNOVATION today Jen is at the helm of a flourishing career, driven by a professional ethos of accessibility, reliability, AHEAD OF THE and service that’s decidedly client-centered. COMPETITION

Serving the greater Atlanta metro region, Jen’s office is located in the city’s Northside area, where she now works as the Associate Broker and oversees the Rental and Real

21) HOW TO Estate Divisions.A HerCLIENT rental team is comprised of a P THROW erty Manager, Assistant, and Leasing Agent, and severa APPRECIATION estate agents in the Real EstateEVENT Division. As division le Jen lends her expertise to training these members, revie NO ONE WILL FORGET their contracts, and partnering with them throughout the w

to ensure all transactions progress with ease. On the prop management side of the business, Jen offers wide-ran services that include tenant procurement and full-spec management. She has cultivated a professional reput for dependability, staying accessible to her clientele a hours while maintaining open lines of communication. background in social work has helped me to be empat and communicate well,” she recounts. “I keep my cl calm and prepared. They’re often undergoing a stre process, so I put myself in their shoes and provide as m information and support as possible.” With a robust 80% of repeat and referral business to date, Jen leaves a pos impression on those she serves.

25) REACHING THE MILLENNIAL MARKET AT THROUGH SOCIAL MEDIA

Phone 888-461-3930 | Fax 310-751-7068 mag@topagentmagazine.com | www.topagentmagazine.com

As for marketing her listings, Jen ap a methodical and considered appr No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent Magazine is for rental when boosting visibility published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published sales materials, Agent listingsTop alike. Incorporating pr sional photography and drone footag Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. To subscribe or change address, send houses, each home looks its best w inquiry to mag@topagentmagazine.com. presented online. Tried and true M Published in the U.S. listings are syndicated to major o platforms and provide optimal expo with real estate agents far and wide leverage her vast professional netw Top Agent Magazine Jen also submits her listings to her Copyright Top Agent Magazine

LORI DILLICK

MICHAEL FINGER

LEIAN HAROSKY

SHELLY HOLZ

44 PHYLLIS MANDEL

SALLY McKEAN

MIKE & MELISSA MURRAY

29) 5 REASONS WHY YOU NEED A MENTOR

37) 6 THINGS ALL SUCCESSFUL NEGOTIATORS DO

33) THINKING OF LISTING? NINE WAYS TO GET READY

41) WHY FLEXIBILITY HURTS (NOT HELPS) YOUR ABILITY TO CLOSE SALES DEALS

SANDY PEARMAN

45) BUYERS AND SELLERS: UNDERSTANDING HOW HOME INSPECTIONS ARE NEGOTIATION TOOLS

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CONNECT BEYOND

REAL ESTATE

to Attract Future Clients What kind of content are you sharing on your blog, website, and social media? Does most of it have something to do with buying or selling a home? While sharing the latest market information or tips on how to qualify for a mortgage, or when someone should buy or sell is important and demonstrates your value as a REALTOR®, it shouldn’t be the only subject you cover. If you only focus on real estate, you’ll be missing the chance to connect with future clients that might not be ready to move just yet. By sharing a lot

of industry-heavy content, you are only going to appeal to those who are currently in the market rather than a broad base of potential clients. To pull in those other future clients you want to provide fresh, interesting content that will appeal to those possible future clients that aren’t quite ready to move yet. However, you also want to still tie this content back into your business goals. So, how do you share content that will speak to a wider audience, but also still be relevant to your business?

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Talk About Your Philanthropic Activities

The philanthropic work you do to support your community says a great deal about who you are as a person. Many people will be attracted to working with you because of the charitable works you are involved with. While you may be hesitant to share these efforts because you feel it may come across as bragging, you also need to remember that sharing information about the charitable organizations you support will actually help those organizations. Many of them have small marketing budgets, so any free exposure you can give them helps to promote their cause. In fact, they want and need you to promote them. And you can promote them without coming across as a braggart. Focus your content entirely on the organization. Talk about why you support them, how they help the community, and how others can also get involved. This turns what could have been bragging into something that benefits everyone. n

Your Local Community

We humans are connected to each other through our community â&#x20AC;&#x201C; our local sports teams, parks, churches, schools, and much more. What better way is there to connect with people in your community than to talk about your community? Demonstrate that you are an expert on your community, and bring that community to your followers. Share information about a local event; perhaps even share the actual event through live-stream video. Interview city officials to get the low-down on the latest development project. Share information with your followers about things they didnâ&#x20AC;&#x2122;t know about their community. Consult with local historians or the historical society to share interesting information about your community that your followers will want to read. You could even turn it into a series of podcasts or videos. n

Use Your Creativity to Connect

Find creative ways to engage your followers on the topic of real estate. Try engaging your followers in an interactive project such as posting photos of interesting front doors. Doors are the entry point into our homes as well as our private lives. The way we adorn our front door can give someone a sense of our style and personality. Ask followers to submit photos and choose one to post each Friday. Make sure to watermark each photo with your logo at the bottom and include an inspirational quote that ties back to the importance of home. You could also ask your followers to provide a little story or caption to go along with the photo that tells something about them and their home. These kinds of projects are interesting and unique, and clearly connect back to your business. n

Share Your Hobbies

Are you an adrenalin junkie who has bungee jumped from some of the tallest bridges in the world? Are you a foodie that grows your own organic vegetables and fruit? Do you have a Top Agent Magazine

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secret passion for photography? Everyone has hobbies that they enjoy outside of work. When you look past the surface people become quite interesting. People also happen to find interesting people interesting, and tend to remember people based on their distinctive traits. We humans love discovering a person’s behind the scenes story, the mind behind the face. While you don’t want to talk too much about yourself, sharing pieces of your personal life and things that interest you can be a great way to connect with followers. By sharing interesting facts about your life, you will find that many followers will feel a strong, personal connection to you based on your hobbies and personal interests. n

Divulge Interesting Experiences

This is somewhat similar to the idea of sharing your hobbies. Sharing some of your more interesting personal experiences such as a fateful conversation with a stranger or an exciting adventure you had while in another country can be a great way to connect with followers as long as it also relates to some kind of life or business lesson. Talk about experiences you’ve had with clients or purchasing your own home. Experiences that relate to your business are great ways to connect with future clients in a manner that goes beyond the world of business. n

What and Who Inspires You

No matter what you’ve chosen to spend your life doing, you didn’t get there alone. You may have had a mentor that made a special impact on your life or someone already in the business that you looked up to and who perhaps inspired you to get into real estate. You may have found inspiration through a love of architecture or design. People want to know why others do the things they do. Sharing who or what influences you in your personal and business life is a great way to connect with followers. Recognizing that you didn’t get to where you are now by yourself shows humility, and talking about those people that had an influence on you shows others that you stay connected to the world and people around you. Connecting with potential clients is something that is essential to any REALTOR’S® business. If you’re doing the work to create interesting blog posts and make those connections, you want to make sure that you’re sharing the right kind of content to draw in those future clients. It takes a lot more than simply providing the latest market news. To get the most out of what you share, you need to provide a wide array of interesting content

that will draw in a broad range of followers. Providing the right kind of content can make all the difference when it comes to connecting with future clients and building the right kind of relationship with them right from the start. Connecting through your website or social media and sharing more than just real estate advice will help you build confidence and trust with future clients before you even meet them.

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BIKEL FRENELLE Top Agent Magazine

BIKEL FRENELLE When looking to buy her own home back in 1996, Bikel Frenelle began her journey of self- discovery to become the woman she is today. Because her REALTOR® was unfamiliar with Bikel’s desired moving area, Bikel was motivated to dip her toes into the waters of property hunting. After diligent research and the efficient work of her REALTOR®’s contract negotiations and closing of the property, Bikel realized her enjoyment of the process; so much so that she decided to earn her REALTOR®’s license. Come 1999, she took her degree in accounting, left her corporate job, and went to work in real estate full-time and has never looked back. Today, she is in command of a flourishing career, having followed a successful track guided by unflagging self-motivation and a passion for serving others in pursuit of homeownership. Primarily serving the Metro Atlanta area and all the way down to LaGrange on the Alabama line, Bikel is a self-made business owner. As part of Bikel Frenelle Realty, Inc. with three REALTORS® and an office manager, she has cultivated an enterprise that runs on nearly 100% repeat and referral clientele. “Once someone works with you and you do a good job for them, they’ll keep coming back to you,” Bikel recounts. “By now, people send me business all the time.” Because of the positively memorable experiences she curates on her clients’ behalf, business is booming. In fact, she’s made the Million Dollar Club every year, despite competing with major corporations for business. Going above and beyond for her clients is what characterizes her practice. This comes naturally to Bikel as she enjoys being of service to others. “I’m a very social person and I’m always trying to help people,” she says. “My heart is in it. It really is.” For Bikel, working in real estate goes far beyond completed transactions. “I take my job very seriously,” she says. “Buying a home is a big investment, so I’m always honest in my advice to people and try to help them get what they really want.” As for marketing her listings, Bikel utilizes a statewide online marketing platform to distribute listings to a wide audience with the aid

of professional photography. Harnessing the power of social media, Bikel uses Facebook and Facebook Live to create readily accessible and immersive advertising for listings. To stay in touch with past clients, Bikel sends Christmas cards every year and checks in by phone to keep a pulse on how things are progressing long after the transaction has come to a close. In reflecting on what she loves most about her career to date, Bikel says, “I love being in service of people, really. It’s not just about making a dollar. I’m here to make sure my client’s needs are taken care of when it comes to homeownership.” Outside of the office, Bikel is deeply involved in her community in a multitude of ways. She’s active on several committees, including the State-Troup County Board of REALTORS®, Atlanta REALTORS®, Metro South Board of REALTORS®, and Fayette County Board of REALTORS®. Her other passions include volunteering her time with the American Red Cross Association as a mission committee chair member and blood and platelet donor. Most recently, the committee canvassed various neighborhoods to pass out smoke detectors and continuously hold various events to generate awareness for the versatile nonprofit. Additionally, she’s actively engaged in community outreach through her church and works with her sorority to sponsor and support women in the community. In her coveted free time, she loves spending time with her husband and three children, venturing to Six Flags, and traveling to various beaches up and down the Gulf Coast. As for the future, Bikel will continue to grow her business and put her spirit of service to use. One of her goals is to continue being an example to her community by servicing the Georgia Association of REALTORS®. With her record of being a former Dean of the GRI, holding several designations, and currently having three years of service on the Diversity Committee on a national level, Bikel is a positive force that hopes for further advancement in future endeavors. An example of this is her plan to become more deeply involved with the multi-cultural committees in her state. Due to her client-centered approach and dedication to service and success, the future is sure to hold growth, prosperity, and joy for Bikel Frenelle and her team.

To learn more about Bikel Frenelle, visit BikelFrenelleRealty.com, e-mail bikel@att.net, or call (404) 606-5496 www.

C 8 opyright Top Agent Magazine

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Congratulations, Bikel Frenelle! Bikel was featured in Top Agent Magazine for the state of Georgia!

Pamela Corriher

Loan Officer | NMLS #208157 5901 Peachtree Dunwoody Road, Suite C100 | Atlanta, GA 30328 O: 678.736.8500 | M: 678.644.7066 pcorriher@guildmortgage.net Apply Online guildmortgage.com/pamcorriher

Guild Mortgage Company is an Equal Housing Lender; Co. NMLS 3274. NMLS ID #208157. GA License #6268; Georgia Top Agent Magazine Residential Mortgage Licensee; GA MLO LIC# 25150; 5901 Peachtree Dunwoody Road, Suite C100, Atlanta, GA 30328. Guild Mortgage Company is not affiliated with Bikel Frenelle Realty.

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. 10

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

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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.

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HOWIE BOEVE Howie Boeve has always had an entrepreneurial spirit and he was a natural born people person, so it’s not surprising that he initially went into retail sales. His uncle who was a Realtor®, convinced him that he was wasting his talents in retail and that he should give real estate a try. “He had been pushing me towards that career path for awhile and I finally decided to take the leap. I have always wanted to work for myself and real estate still gave me the opportunity to help people. I knew if I worked hard and treated clients right, I would be rewarded. It’s been the best professional decision I’ve ever made.” 24 years later, Howie is one of the most successful and respected agents working in Western Michigan. He currently leads a s small team of highly trained professionals, that have earned a reputation for providing customer service that goes above and beyond and leads to exceptional results. Howie’s 87% rate of repeat and referral business is a clear indication that he’s doing something right. Howie takes an educational approach to sales, that relies heavily on clear and consistent communication. ”Communication really is the key. I always tell my clients that a transaction is like an airplane ride, they are in first class and I am the pilot. I can’t guarantee that there won’t be any turbulence, but if some arises, I’ll communicate that with them and provide solutions, so that we can get out of the turbulence as quickly as possible. My goal is to always educate my clients so that they can make sound decisions that are best for their families.

We really become a team. I try to make the process fun, build relationships, and I really get excited with them. I want the end of a transaction to be a celebration.” Another aspect of Howie’s exceptional service is the comprehensive marketing plans he offers his listings. “I have a pro-active marketing plan that we utilize to great effect. Step one is getting the listing show ready and we guide our clients through what they need to do as far as cleaning, updating, and staging, when necessary. Once that is done, we bring in the professionals to take photographs, videos, virtual tours, everything we need to do to present the property in the best light once it goes online. We offer maximum exposure on all of the major websites, and we pay extra to make sure that all leads are directed to us, which is crucial, since no one is better suited to communicate about our listings to a buyer than we are.” Howie is actively involved in his community, and he and his wife are particularly supportive of nonprofits and organizations that help kids. Howie also mentors elementary school kids once a week during the school year. When he isn’t working, Howie loves spending time with his wife and kids, enjoying boating and water sports at their lake house. Howie couldn’t be more excited for the future, and will be adding his son to the team in the coming year. “I’m thrilled have the opportunity to mentor and train him, and then watch him excel and succeed in the business that I’m passionate about. It’s a wonderful career. Guiding people through this process, sharing those memories, and helping them achieve their real estate dreams brings me a lot of joy.”

To learn more about Howie Boeve

call 616-379-9350 or email howie@boeveproperties.com 12

On behalf of everyone at Nations Title, Ursula Austin would like to congratulate

Howie Boeve

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

Ursula Austin Account Executive, Nations Title 616-460-0352 | uaustin@nationstitle.com 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.

ASSESS THE FEELINGS BEHIND THE FEAR

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 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.

TALK ABOUT YOUR FEARS WITH A TRUSTED CO-WORKER

Nothing can make you feel more isolated than going down the path of “This is something that only happens to me.” Trust me, 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 14

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, 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.

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JUDY AMES STEPHENS

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JUDY AMES STEPHENS and Europe for twenty years, something that is of great benefit to the multi-cultural San Diego community. Additionally, her certification in neuro linguistic programming allows her to not only interpret non-verbal communications with her clients, it also allows her to teach these same skills to fellow realtors. “I give classes at my brokerage on how to convert people at open houses into clients using non-verbal techniques,” she says.

Judy Stephens is a true renaissance woman: author, lecturer, musician and top-producing realtor, she brings a wealth of accumulated life experience to bear on her thriving business, creating a huge client base of satisfied San Diego-area buyers and sellers. The owner of and CEO of Starstruck Productions, a 27-year-old award-winning musical entertainment company, Judy and her late husband Bill began their journey in real estate almost thirteen years ago upon the recommendation of the realtor they were using to purchase their home. “He said to me, ‘you should be a realtor,’ and I thought, that’s a good idea,” she says. “So I studied for the test, passed, and signed up with my brokerage, Keller Williams. My husband, who had been a realtor in the past, quit his job and we ended up doing it together.”

A true survivor, Judy rallied after the devastating death of her husband two and half years ago by writing the book Bounce Back: 12 Transforming Tales from The Resilient Realtor, a guide to overcoming fear, loss and adversity through determination and courage. A review of the book by fellow Keller Williams Realtor and Education Coach Mark Kunce says, “Bounce Back illustrates through real estate stories how to transform the circumstances of life and become the hero of your own life. Very different from other “how to” books, Judy uses the potency of the question to activate your own personal thinking and resiliency.”

With a client base that consists almost entirely of repeat and referral business, Judy is clearly doing something right. “This year it’s been absolutely phenomenal,” she says. “Almost all my major leads were from past clients and my sphere of influence.”

An authentic people person, Judy finds great satisfaction in helping people achieve their dreams. “That moment when we close escrow, and I hand them the key to their new home and give them a welcome gift is just so precious to me. That is the greatest reward, knowing that I’ve helped them achieve and exceed their expectations.”

What keeps her clients coming back, she believes, “are my negotiation skills. I work really hard with the appraisers to help them see the value of the house. I always communicate to my clients the absolute truth. My husband also instilled trust with his honesty about a property, and a lot of people have told us that they wouldn’t use anyone else. Things like communicating with the listing agent gives me an edge over a lot of agents who don’t bother to call them, they just submit the offer. I’ll talk to them on the phone quite extensively to make sure our offer is where they want it to be, and then I communicate that with the buyer to see if they want to go there, so that keeps it quite successful as a winwin on that end, too.”

Looking to the future, Judy plans to continue growing her Real Estate team, find additional time to promote her book and conduct presentations & workshops on resiliency. “The most important thing to me,” she says, “is assisting people to transform their lives. By helping them buy a house, this transformation is a very tangible result. Mainly, I want people to overcome their circumstances, by understanding that they are not defined by these circumstances. My job on earth, I believe, is to bring you tools for resiliency. You will become able to do more in your life when setbacks and loss no longer stop you.”

What sets Judy apart from her competitors is an understanding of different cultures, garnered by her experience of living in Asia

For more information about Judy Ames Stephens, please call 619-787-6991 or email Jasteph@ja.sdcoxmail.com. Visit BounceBackTales.com or judystephenshometeam.com www.

www.

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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

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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

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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.

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TUNG NGUYEN MOVOTO REAL ESTATE

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TUNG NGUYEN San Francisco Bay Area Top Agent Tung Nguyen of Movoto Real Estate has spent the last decade establishing himself as one of the most reputable agents in the industry. His commitment to providing his clients with the very best in customer service has vaulted him to the top of his profession and has resulted in a business that is based almost 90% upon repeat business and referrals from satisfied clients. Tung, who obtained his real estate license in 1999 and has been selling full-time since 2006, segued from the mortgage lending industry to the real estate field when he realized he was giving out more referrals than he was receiving from his real estate partners. Additionally, he recognized that he could improve upon what he perceived as lackluster service from many of the agents he saw. “Then, I just fell in love with real estate,” he says. After a slow start, he began building his business through sheer grit, determination and with the support of his wife. Within a few year’s time, he had become a success and was on his way to the top of the real estate industry, where he remains firmly ensconced today. Currently working with a team of ten agents, Tung’s reputation for excellent client service precedes him. One of those rare agents who puts his client’s welfare before his commission, he has been known on occasion to talk a client out of buying or selling, if he feels it would be best for them. “I always put my clients first,” he says. “Just be honest. People are smart, they can see right through you if you’re not authentic. All my clients know that I’m honest.” Additionally, Tung limits the number of clients he will work with at any given time, because it’s important to him that he doesn’t sacrifice the level of client service he provides. A multitude of five-star reviews on major real estate websites is testament to Tung’s abilities. This one on Redfin.com, in particular, illustrates the care, concern and knowledge he brings to every transaction: “I’ve bought and sold many properties with other agents in the past. Having worked with Tung on my latest

purchase, I can confidently say that he is a cut above the rest. He was there every step of the way and was always looking out for my best interests. Not once did I feel uncomfortable or pressured when we went looking for properties. Do yourself a favor and meet with Tung before you buy or sell. You can thank me later when you see just how good he is at his craft.” In keeping with his philosophy of “client first,” when asked what he likes most about what he does, Tung replies “I’m very passionate about what I do, and I love being able to help someone accomplish a goal, whether it’s their first time buying a home, or their first time selling one. I like educating my clients through the process without any pressure. For me, it’s not about how much money I’m going to make, it’s about helping my clients get what they want. I believe that if you take care of your clients, the money will eventually come.” When he’s not working, Tung’s free time is spent with his wife and his two young children. “When I was growing up, I was extremely poor. I’d come from Vietnam when I was six years old, and we didn’t have much, my whole family was in a one-bedroom apartment. My family was on welfare and I only had church-donated clothes to wear. So my kids are my world, they mean everything to me.” As for the future, Tung is currently getting more involved in organized real estate in hopes to better the industry and continue to promote and protect private property rights. He is currently the Chair for the Ombudsman Committee for the Santa Clara County Association of Realtors, where he helps with dispute resolution. Tung is also a Director for the Santa Clara County Association of Realtors, as well as the California Association of Realtors. “I encourage all Realtors to get more involved to help fight for private property rights, whether it’s on a local, state or national level.”

For more information on Tung Nguyen,

please call 408-858-7710 or email tung@movoto.comm Copyright Top Agent Magazine 20

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

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

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

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

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

Don’t Forget To Reward Your Employees An appreciation event may be geared toward your clients, but if done correctly it can also provide a fun-filled venue for your employees to enjoy a morale boost, as well. By encouraging your employees to cut loose at this celebratory event—instead of having them run interference all night—your team will feel appreciated and validated, too. Theme Your Event Whether the area’s high school sports team has made it to the state champion22

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

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JASMINE ZOU

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JASMINE ZOU Top Agent Jasmine Zou of Profusion Realty Inc. in Westmount, Montreal has risen rapidly to the top of her industry by providing her many clients with the very best in ethical, honest, and dedicated service.

know-how to ensure that my client’s property will be highly visible online and in various promotional publications, as well as strategically marketed to a target clientele.”

Jasmine, who hails originally from China, was a doctor in that country before emigrating to Canada, where she began a career managing an import company that specialized in fashion products from China. While assisting a friend who worked in real estate, Jasmine decided to throw her hat into the real estate ring. “I was originally interested in commercial real estate,” she says. “But I ended up getting licensed in both commercial and residential real estate.” Jasmine completed courses at Collége de l’immobilier du Québec, where she received a Scholarship for Excellence that recognized her exceptional achievements, an award given to fewer than 1% of students.

Another key to Jasmine’s success, she believes, is that “I’m true to my word, I’m caring, conscientious and a skilled negotiator who will always find a win-win solution for all parties involved. I always respect my client’s decisions, and I never impose any agenda and I’m always there to assist them in any critical stage of the transaction.”

Having lived in the western side of Montreal - West island since 1998, Jasmine focuses much of her selling efforts in that area, though her fluency in Mandarin also helps her sell in the area’s South Shore which is home to several Chinese communities. “I get a lot of calls from international buyers,” she says. “They call me because they’re looking for a Chinese broker.” Jasmine is working with another broker in the same agency (Profusion) as a team. “In this way, she says, “we can maximize the service level to our client.”

As for the future, Jasmine’s plan is to continue to grow her business and broaden the scope of her marketing, all while continuing to provide the excellent level of customer service that has become her hallmark.

Jasmine believes that there are a few things that set her apart from her competitors. “I’m a very enthusiastic and persistent person.” The care she shows each of her clients is also evidenced by her high percentage of repeat and referral business. “I’m a person who does everything with heart. I really care about my clients, I look after them and make sure that everything is in their best interests when purchasing a home.” Jasmine has many clients who will buy a home to live in, and then continue working with her to buy investment properties. Exceptional marketing plays a huge part in her continued success. “I will invest all my energy, passion, time and Copyright Top Agent Magazine 24

What Jasmine enjoys most about what she does is helping people. “I love that I can use my real estate knowledge to help my clients avoid problems,” she says.

An ardent supporter of her community, Jasmine is actively involved in sponsoring multiple events, including the local Chinese New Year celebration and an event called the Dragon Boat Race. When she has some free time – which is rare – she enjoys singing and indulging in her love of photography.

For more information about

JASMINE ZOU,

please call 514-583-3439 or email jzouv@outlook.com Top Agent Magazine Copyright Top Agent Magazine

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

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JEN TOLLEY

While she was working forty hours a week and studying social work at school, Jen Tolley never imagined property and marketing would become two of her greatest passions. But when she went to work part-time for a real estate office, she quickly discovered she had a knack for the industry. After graduating from Kennesaw State University in 2009, Jen decided to earn her real estate license. In just a year and a half, she grew the company’s property management division from twenty to a whopping one-hundred and twenty managed properties. Having proven herself since day one on the job, today Jen is at the helm of a flourishing career, driven by a professional ethos of accessibility, reliability, and service that’s decidedly client-centered. Serving the greater Atlanta metro region, Jen’s office is located in the city’s Northside area, where she now works as the Associate Broker and oversees the Rental and Real

Estate Divisions. Her rental team is comprised of a Property Manager, Assistant, and Leasing Agent, and several real estate agents in the Real Estate Division. As division leader, Jen lends her expertise to training these members, reviewing their contracts, and partnering with them throughout the week to ensure all transactions progress with ease. On the property management side of the business, Jen offers wide-ranging services that include tenant procurement and full-spectrum management. She has cultivated a professional reputation for dependability, staying accessible to her clientele at all hours while maintaining open lines of communication. “My background in social work has helped me to be empathetic and communicate well,” she recounts. “I keep my clients calm and prepared. They’re often undergoing a stressful process, so I put myself in their shoes and provide as much information and support as possible.” With a robust 80% rate of repeat and referral business to date, Jen leaves a positive impression on those she serves. As for marketing her listings, Jen applies a methodical and considered approach when boosting visibility for rental and sales listings alike. Incorporating professional photography and drone footage of houses, each home looks its best when presented online. Tried and true MLS listings are syndicated to major online platforms and provide optimal exposure with real estate agents far and wide. To leverage her vast professional network, Jen also submits her listings to her real-

tor partners who represent clients in the market to buy. Meanwhile, targeted ads on social media ensure homes stay front and center to ideal potential buyers. Going the extra mile to stay in touch with past clients, Jen always checks in by phone, completing the occasional pop-by with a gift in hand, and always remembers to celebrate home anniversary dates. Likewise, she is always curating her network, and as a member of the Board of Directors for the National Association of Residential Property Managers Atlanta Chapter, she’s always meeting new clients and realtor partners. In reflecting on her favorite aspects of her day-to-day, Jen explains: “I love working with people. Every day is different, every personality is different, and I enjoy meeting new people at a time in their lives when I can be of help and service.” Outside of the office, Jen extends that same spirit of service to her local community. With a brother-in-law, father-inlaw, grandfather, and uncles who served in the military, Jen takes a special interest in giving back to the veteran community, fundraising for deserving causes through her office. Additionally, she’s participated in organizing fundraising and charitable drives for Fisher House to support veterans,

Goshen Valley Boys Ranch & Turn Around Ministries to help children in foster care, as well as for the Alzheimer’s Association. She has participated in a 12-mile team-based obstacle course to raise money for the Multiple Myeloma Foundation. In her coveted free time, Jen loves to do anything artsy—from scrapbooking to home decor to baking elaborate cupcake spreads to bring into the office. She also enjoys travel and adventure, and spending time with she and her husband’s dog, Bella. This November, Jen and her husband, Jason, are also expecting a new addition to the family: their first child, a baby girl. Ambitious and passionate about her work, Jen plans to continue to expand the reach of her property management division and add to their property inventory. With a new website launching next month, she’s eager to develop additional marketing campaigns aimed toward online reach. As for her and her husband’s real estate team, Sold by the Closers, she plans to grow their team of three into a larger group of ten agents. With a forthright dedication to helping those in her community and a genuine enthusiasm for her team and role of leadership, inevitable promise awaits Jen Tolley of Backyard Realty Group.

To learn more about Jen Tolley, visit backyardrealty.com, e-mail jen@backyardrealty.com, or call (770) 862-2651 www.

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RICK BINA In north central Wisconsin, where farmland and crystal clear lakes dot the landscape between forest preserves and wooded, wildlife areas, Rick Bina has lived and worked his entire life. After growing up on a dairy farm, where he learned to embrace the virtues of hard work and honesty, he was prepared five years ago to venture into real estate. “I worked most of my life on the farm and when I sold the cows, my current broker, Ron, was after me to get my real estate license and join him!” Rick eventually bit and has thrived in real estate since 2012. Serving Langdale County and surrounding areas from his office in Antigo, Rick naturally brings local area expertise to anyone new to the area or to those selling homes or land. Despite being in a relatively lightly populated region, Rick has discovered ongoing opportunities to learn, offering his clients various advantages. To Rick, there is no greater compliment than a client referring a friend or family member to him. “It happens more and more lately,” he says, noting that it takes time for a REALTOR® to get established, especially in rural areas. One compliment he often receives is about his honest, trustworthy approach. “This is often the biggest purchase of someone’s life and I want them to know everything that happens in real-time. I giving it to them straight, upfront, so no one is surprised,” he says. “They don’t automatically know everything about the process, such as what lenders and the title company are doing. I explain it all to them.” Education is extremely important to Rick, who appreciates that real estate constantly presents new ways for him to learn and provide value to clients. “I’ve been doing this for five years and will occasionally go to my broker with a question that even he hasn’t address in his 20 years in real estate.” Rick, therefore, continues

taking various trainings. “I am a Military Relocation Professional (MRP) and an Accredited Buyer’s Representative (ABR),” he says. “I’m currently working on getting my broker’s license and when I’m done with that I’ll add another that fills a need.” He openly shares all this knowledge with his clients to help create seamless transactions. “There’s nothing like the look on people’s faces when it all comes together,” says Rick, who enjoys being a part of creating smooth purchases and sales. Among the ways he serves sellers is with targeted marketing. By matching the listing with the ideal online real estate portal, his listings appeal to buyers seeking specific purchase opportunities such as horse properties, land or single family homes. “I also noticed a significant increase in in-depth views online by adding video to my listings and by enhancing photos for higher-quality images.” Additionally, Rick and his wife, Sue, still own and operate Bina Impression Printing in Antigo, through which they provide high-quality print production. Rick says many clients reach out to connect with him on Facebook or accept his connection requests after their work together. “I get to know their families and they get to know mine,” says Rick, who is married with two grown children and four grandchildren. A dedicated community member, Rick also enjoys contributing time and effort to his local REALTOR® association, which gives back to many charitable efforts. “We gather donations for filling backpacks; we help at a women’s shelter; and we all take turns doing REALTOR® Ring Days at the holidays for the Salvation Army. It’s a small town, so it’s nice when people see us out helping.” In addition to his real estate work and his family time, Rick enjoys hobbies of restoring old snowmobiles and playing golf, fly fishing and shooting pool. And with his broker’s license on the horizon and a desire to own his own office, surely Rick will continue to bring much more to the communities of Langdale County and vicinity.

To learn more about Rick Bina,

visit rickbina.com, email realtor.rick80@gmail.com or call 715.216.0155 www.

5 Reasons Why You Need a Mentor As great as it might feel to start your own business, and be solely responsible for its success, at some point, every entrepreneur reaches the limit of their potential, and needs a boost that only experience can provide. But how do you get a lifetime of experience when you’re just starting out? Sure you can read countless books, but no book can replace the real life experience and advice of a mentor. Mentors not only provides valuable insights, but they also have access to valuable connections as well. In fact a majority of the Top Agent Magazine

most successful CEOs and entrepreneurs in the country have said that having a mentor early on was instrumental in their success. Here are some of the reasons why.

1. They’re able to see where you need improvement, when you can’t When you’re working non-stop to get your business off the ground, you might feel sensitive to any criticism from people who aren’t going through what you are. A good

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mentor knows exactly what you’re going though, and has probably made every mistake. When you’re in the thick of it, you might not be able to see where the problems are. A knowledgeable outsider, who knows exactly where you’re at and has only your best interests at heart is just what you need. When you have a trusting relationship with someone like that, you will be more willing to listen to that brutal honesty, even if that constructive criticism stings.

energy into it. They can see things in a completely logical way and guide you based on the facts rather than emotion. A good mentor helps you work smarter, not harder. They help you focus on your goals and how to get there, as well as setting boundaries for you so you don’t overextend yourself. They teach you how to say no and help you let go when you need to move on from a setback.

2. They will encourage you to think outside of the box

In addition to expertise, building a strong network is something that can only come with time. A mentor will most likely have that already, giving you access to people and resources that would take others years to gain. These connections will lead to opportunities that might never have happened otherwise. It’s also a great confidence boost knowing that your mentor trusts and believes in you enough to invite you into their inner circle.

Years of experience can give someone a great idea of what works and what doesn’t. They’ve seen things first hand, not just in theory. At the same time, mentors recognize the importance of taking chances, calculating risks, as well as cutting losses and moving on. A good mentor isn’t trying to encourage you to be a carbon copy of them, they are trying to create the best ‘you’ possible. That includes encouraging you to take chances, and then being there pushing you to keep going forward if it doesn’t work out. A good mentor knows that even failures can be opportunities.

3. They take the emotion out of decisions and help set boundaries Unlike you, a mentor has no emotional investment in certain business approaches that you might have decided to try. There’s nothing harder than admitting something isn’t working when you’ve put a lot of time and 30

4. Networking

5. Encouragement At the heart or it all, a mentor offers you encouragement and motivation along the way, in good times and in bad. After a failure, it can be hard to get back on track and keep forging ahead. It helps to have someone who has spent year getting back up after being known down and coming out stronger than ever. It’s during those moments, when you feel alone and isolated, that having someone around offering you advice and positive feedback will be a much needed salve. They’re your cheerleader, they want you to succeed, and hopefully, you’ll pay it forward one day when you become as successful as them.

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ANTHONY CASACCIO Anthony Casaccio started his career in real estate at a young age, working for a development group at Inland Real Estate during the summer when he was in high school and college. “I sat in on meetings and I started to learn the business then,” Anthony said. “It was training that helped me learn how to read people and understand how people handle different types of business situations.” To prepare himself for a wide range of real estate work, Anthony majored in Finance at Miami University (Ohio), then–after college graduation and two years devoted full time to real estate–he continued on to law school. Once he received his law degree, he worked at a property tax firm; then in 2013, he joined his current firm, Schain Banks. Anthony was recently made a partner at Schain Banks, where he focuses on commercial and residential real estate transactions, banking and commercial lending, as well as land use and zoning matters. He represents a number of regional banks in documenting and closing commercial mortgages and other secured loans and with respect to intercreditor issues, participations, workouts and foreclosures. “I’m getting the whole spectrum of real estate, which is what I always envisioned and wanted to do,” Anthony says with a smile. Anthony’s deep expertise and knowledge of real estate law has resulted in a staggering 90% rate of repeat and referral business. “I’m very lucky to have quite a few very good repeat clients who keep me as busy as I can possibly be,” Anthony says. What keeps his clients coming back at such high rates? “One thing that is really important is responding to clients promptly. The other thing is that I’m always learning. If I don’t know the answer to something, I’ll let the client know

right away that I need to look it up or ask someone else at the firm for advice. Clients appreciate that honesty.” Anthony is creative in keeping up with existing and prospective clients. He sets Google Alerts so he can reach out to them if they are involved in a new development project or have something important happen in their lives. Because he has repeat clients, he’s constantly in touch with them. “I joke with my wife that these guys are my weekday wives,” he says with a chuckle. Anthony also has an uncanny attention to detail and a passion for making sure every aspect of the work at hand is in order. “Even if I have to waive billable hours, I take the extra time to ensure my client’s interests are protected to the best of my ability,” Anthony says. What does Anthony love most about his job? “It’s different every day,” Anthony says. “I love to study and learn from how people work and how they negotiate. That for me is the most entertaining and fun part of the job.” Over the years Anthony has been involved with the Justinian Society of Lawyers and the Northwestern Auxiliary Board, and he attends the annual ICSC convention. He also schedules coffee with a new client or friend of a client at least twice a month to expand his network. In his free time, he loves to spend time with his wife and their eight-month old son George. “Having a son has been a total life change! I find myself leaving work early so I can spend time with him before he goes to bed,” Anthony says. He and his wife also love to travel and explore new places and restaurants. For the future, Anthony hopes to help grow Schain Banks’ client base and mentor new associates. With his deep expertise and passion for his career, he’s sure to make that dream a reality!

To find out more about Anthony Casaccio, email acasaccio@schainbanks.com or call 312-345-5700. You can also visit his website at schainbanks.com/our_attorneys/casaccio.html www.

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LORI DILLICK Lori Dillick literally grew up in the real estate industry–her mother was a top agent herself. When Lori’s mother talked Lori’s husband into taking a real estate course, Lori decided to take the plunge and take the course too. “I passed the course and my husband didn’t,” Lori says with a sly chuckle. She’s now been in the industry for an impressive 28 years and has received the Five Star Customer Service Award from St. Louis Magazine for 12 years running. Her real estate team is a family affair. Lori works with her mother, her husband–now licensed for 13 years–and an administrative assistant, primarily serving the St. Charles County area. A compassionate, empathetic person, Lori has a caring “old-school” style with a modern flair. This has resulted in a staggering 75% of her business coming from repeat and referral clients. “My early clients children are now calling me!” Lori says. What keeps her clients coming back? “I’m big on customer service, to the point that I can be reached in a minutes notice,” Lori says. “I’m very knowledgeable in the industry and my clients feel that confidence. They feel secure knowing their transaction is being handled properly.” To keep in touch with past clients, Lori reaches out with a monthly email newsletter. “When the state lottery reaches an excessive amount, I also do a lottery mailing where I pick 100 of my clients and send them a lottery ticket with a letter that says, ‘When you win that lottery I want you to think of me when you go to buy that million dollar home,’” Lori says with a smile.

When it comes to marketing her listings, Lori stays on the forefront of technology. One of the first realtors in her area to have a website “back in the day,” she now uses social media creatively, boosting posts on Facebook. She hires a high quality professional photographer for each listing and uses stagers on a case-by-case basis. “When I have a listing, I also send mailers to nearby subdivisions that would keep kiddos in the same school district, but would be an upgrade move for the family,” Lori says. She hosts hugely popular open houses that often result in immediate sales. “The market in my area is crazy busy. It’s overrun with buyers and there is little inventory. So when I get a new listing it flies off the shelf. It gets a dozen showings in the first 24 hours and sellers are getting multiple offers and well over their full price,” she explains. What’s her favorite part of the job? “What I love the most is seeing the first time home buyers–they are so deserving of being a homeowner and accomplishing their dream. I enjoy getting them to the closing and handing them the key!” When all is said and done, her clients remember the high level of personal service she gives, as well as her deep knowledge of the industry and the local market, and her confidence in her own abilities. Six years ago, Lori left Coldwell Banker to join Keller Williams as productivity coach, working with new agents to help them build up their own clientele. She’s now stepped back from the coaching to focus on her own business. She also volunteers for the Five Acres Animal Rescue and in her free time, she enjoys tropical vacations with her husband. “We’ve been to Tahiti and all of the Caribbean!” she gushes. “I love to bask in the sun.” But because of her passion for serving her clients and community, she’s always ready to come back home!

To find out more about Lori Dillick,

email LoriDillick@cs.com or phone 314-313-9672 32

Thinking of Listing? Nine Ways to Get Ready The less time a home spends on the market, the more likely it is to sell at or above list price. That’s why our Top Agents recommend getting a property ready for marketing well before listing. Anyone who is even just starting to think about listing will benefit from some basic upkeep and pre-staging work. Even if you decide now is not the time to list, you’ll enjoy these simple improvements around the home. With the right local resources, most pre-listing preparations take less than a week and will make the formal staging process simpler for all involved. Ask Top Agents in your area for referrals of local pros to hire. Once you’ve selected your Top Agent, keep yourself open to his or her opinion on other TLC to help decrease your home’s market time. 1. Inspection: The last thing a seller or buyer wants is a surprise at

inspection. That’s why a complete inspection before listing is so valuable. Many necessary fixes, such as minor roof or appliance repairs, can be discovered and repaired in less than a week. If inspection uncovers a major issue, any Top Agent will tell you that this knowledge is power; disclosing and expecting to take responsibility will increase buyers’ trust without affecting market time. 2. De-Clutter: Take a little time to pack away surplus furniture items and

extra knick-knacks, papers, books or occasional-use items throughout your house. Remember this may require boxing away video game supplies or packing up comfy throw pillows and blankets. Move these items temporarily into closets, the garage or attic with the assumption of possibly renting a storage unit just before listing. 3. Paint: Whole-house painting is likely not necessary, but consider touching

up baseboard moldings and doorways and open wall spaces in high-use areas Top Agent Magazine

such as bathrooms, the office, family room and indoor recreation spaces. Also consider a little varnish on the front door or banister. 4. Artwork and Decor: Take a neutral look at your décor. Better yet, ask a

Top Agent to do so. Buyers should be able to picture themselves living in your home. While your Top Agent may not advise you to appear generic, you’ll likely need to thin out any shrine-like displays to family, hobbies or cultural interests.

5. Deep-Clean Housekeeping: After you’ve de-cluttered and touched up

the paint, request a deep cleaning from your housekeeping service and weekly cleanings thereafter. Make sure they pay attention to details like dusting or vacuuming window treatments and lampshades or wiping smudges off door jams and baseboard moldings. 6. Carpets and Rugs: Bring in the pros, but don’t just clean the carpets.

Because the cleaners will be moving furniture anyway, ask them stretch and tighten any buckled areas of carpeting. Doing so now saves the trouble of having to credit your buyer for this following final walk-through. Also consider removing small area rugs to let the beauty of your hardwood floors shine.

7. Look at the Loo: Buyers may not notice a brand-new toilet seat, but they

will turn up their noses at the one with the broken hinges. Freshly replaced toilet seats, faucets or doorknobs in heavily trafficked bathrooms can go a long way in first impressions.

8. “Mow & Blow”: Consider buyers as guests you want to feel welcome

as they ascend the front walk. If you don’t already have one, hire a weekly gardening service to keep up with the mowing, weeding, pruning and basic maintenance outside so you can focus on other things. 9. Staging: Once you’ve selected a staging professional for the finishing

touches, ask them and your Top Agent for final recommendations on day-today upkeep, storage options and what-to-do (or what not to do) while your house is on the market. 34

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MICHAEL FINGER For over 40 years, Michael Finger has been one of the leading names in Sydney’s lucrative real estate market. He became interested in the business from a very young age and pursued his passion the moment he could. “When I left school at 17, I immediately began searching for a job in real estate. I eventually started working on the property management side of things, and worked my way up until I was managing six offices. It’s really been an amazing career for me and I’ve never regretted my decision.” Throughout his career, Michael has been consistently honored for his achievements in the industry, including earning a coveted spot in the top three NSW agents over 25 times. Perhaps his greatest achievement though is being one of the founding principals of Ray White Double Bay, a dynamic boutique agency that is an industry leader in one of Australia’s most competitive markets. Ray White Double Bay excels in all aspects of the real estate business, everything from commercial to residential, as well as property management. They’ve recently started to offer financial services. Michael leads a personal team that includes 5 other real estate professionals and they primarily serve Sydney’s Eastern Suburbs. Key to Michael’s success has been his ability to deliver exceptional results for his clients, that always exceed their expectations. “What it really boils down to is that I’m a hard worker. I really care about my clients and I put all of my energy into helping them achieve their goals. I listen to what

they want, and then I guide them through process every step of the way. It’s really simple in a way, I care, I work hard and then I have the experience and in-depth knowledge to make things happen.” The many repeat clients and referrals are a testament to how successful his approach has been throughout the years. HIs clients not only come back, but they trust him enough to also refer their friends and family to him. MIchael is equally passionate about guiding and mentoring new agents, so they too can enjoy the success that he has in the industry that he loves. “I give my agents here an enormous amount of support. I’m basically on call for them 24/7. I feel like it’s my duty to share all that I’ve learned over the years. I was lucky enough to have been mentored early on in my career, and it really was an invaluable experience. It brings me a lot of satisfaction to see the success of people I’ve mentored throughout the years.” His love of helping people and building relationships extend to the community that he represents as well. He has been an active supporter of the Wolper Hospital in Woollahra and was a founding member of the Emanuel School Board. When he isn’t working, MIchael enjoys traveling with his wife and spending time with his grandchildren. MIchael has big plans for the future that includes expanding into new areas and growing all divisions of the company. He would also like to increase his time mentoring new agents, who will carry on the stellar reputation that Ray White Double Bay has earned over the years. “I not only want to see my business succeed, but I want to see young people starting out succeed. The more passionate and determined agents there are, the better the industry as whole will be.I love this industry and want to see it thrive long after I retire.”

To learn more about Michael Finger call +61-425-233-488, email mfinger@raywhite.com or visit raywhitedoublebay.com Top Agent Magazine

LEIAN HAROSKY Top Agent Leian Harosky of Coldwell Banker Pacific Properties in Kapolei, Hawaii possesses a quality that many of her colleagues do not: a true passion for the industry. “I started doing this when I was nineteen years old,” she says. “I’m thirty-four now, and I’ve never gotten tired of it. I work seven days a week, up until eleven PM,” says Leian. “Even though it can be stressful at times, I love doing what I do.” Beginning her career in 2004, she has also spent time working for the government as a United States Embassy housing coordinator for Jakarta. Other positions include Executive Property Consulting, Human Resources, and marketing, all of which have enhanced Leian’s ability to service her client base, which is both local and international. “I’ve worked in environments that demand strong organizational, technical and interpersonal skills,” says Leian. “Due to my previous embassy assignment, I currently hold an active security clearance. I’m ethical and discreet, and I’m also committed to superior customer service.” While working for the embassy, Leian managed approximately 200 leased residences and 180 government-owned residences, and acted as the principal contact for government employees. She also served as the Embassy’s chief point of contact on housing for an average of 120 departing and arriving families annually, as well as acting as the principal contact for government employees both at post and incoming officers. Currently supervising a small team of exceptional realtors – her husband is her business partner – Leian is a consummate professional. “I’m detail-oriented and resourceful in completing projects, and I’m creative and able to multi-task effectively.” Her international sphere of influence - coupled with her ability to communicate in English, Tagalog, Bahasa and Mandarin - allows her to interface with clients from many diverse backgrounds. “My mission,” says Leian, is to give the best assistance to achieve individual real estate goals beyond my client’s expectations. My vision is to guide individuals to protect their investments through education.” To that end, Leian hosts free, public seminars once a month in her Kapolei office. Her business slogan is There are Markets within Markets, meaning that there is always opportunity, she says, “whether the economy is up or down, it’s about getting yourself ready and educated to take advantage of the current market.” A large presence on social media is another facet that contributes to Leian’s success, and she can be found on Twitter and Instagram as Harosky_Homes, on Facebook as Hawaiian Real Estate by Leian, and she has her own YouTube channel, Harosky Homes. Her website is www.haroskyhomes.com.

For Leian, the real estate process is about much more than the money or a flexible schedule, as it is for many agents, and her true passion and authenticity keeps her many clients returning for her services. With more than 70% of her business based on repeat and referred clients, she is clearly doing something right. “My clients can tell I’m not just doing this for the money,” she says. “I think they can tell I’m genuine and sincere, and also that I know what I’m doing.” The confidence Leian instills in her clients is made evident by the fact that most of her clients end up being good friends, and she maintains contact with them by giving gifts on holidays, and by keeping them updated on current market conditions or any real estate news that might affect them or their investment. “I appreciate that they put their trust in me,” she says, “and I become one of their family members.” “What I like best about real estate,” says Leian, “is helping people. Shelter is such a primal need for people, and I like being able to make that happen for them. I love architecture, and showing people houses is something I enjoy very much. I also love meeting new people and sharing their experiences.” As for the future, Leian plans to continue growing her business and to keep providing the very best in client service to all of her grateful customers. She also has plans to write a book that will chronicle her own international life experiences and the challenges she has met and conquered. “I really want to inspire people,” she says. That dovetails nicely with another of her business slogans, Start Moving. “Anything we want to achieve in life, whether it’s personal, career or relationships, we have to start somewhere and start moving.”

For more information about

LEIAN HAROSKY,

call 808 - 421- 7767 or email leianh@cbpacific.com or visit haroskyhomes.com www.

6 Things All Successful Negotiators Do If you think about it, you’ve been negotiating your whole life. As a kid you negotiated constantly with your family, your teachers, and your classmates. If you’re a parent, you’re negotiating probably more than you ever have in your life. But it’s one thing to negotiate staying up late on a school night, people oftentimes have trouble translating those real world negotiation skills into the business world. But the truth is there are a lot similarities. Expert negotiators all have skills and techniques they bring to the table. It’s quite possible you also have them, and don’t even realize Top Agent Magazine

it. Here’s a look at some traits that are common among expert negotiators.

1. They keep emotion out of the process It’s very easy to feel frustrated, angry and defensive during a negotiation process. But when emotions run high, it’s often difficult to respond with logic and reason. This can be especially difficult if the person you’re negotiating with tries to escalate the situation. As the saying goes, keep calm and carry on. You

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have an end goal in mind, and getting heated won’t help you meet it. If things don’t go your way, remember it’s not personal. Best to leave the table with no hard feelings. Hopefully even though you may not have gotten what you’ve wanted this time around, you’ve established a foundation for success at your next try.

2. They’re reasonable If you don’t ask for what you want you’ll never get it, but at the same time, you need to be reasonable about what you’re asking for. Yes, ask for a little more than you want, so you have some wiggle room to compromise. But if you ask for too much too soon, you might shut down the person you’re negotiating with from the start, or even worse offend them. No one wants to feel like they’re being taken advantage of. Ask for what you deserve and you’ll never go wrong. At the very least you might start the conversation on how that might be possible down the line, if it isn’t just yet.

3. They’re well-prepared Part of being reasonable is being well-prepared. One of the biggest mistakes novice negotiators make is showing up over-confident and under prepared. Have the research and facts to back up what you’re asking for. Show your negotiation partner evidence of why what you’re asking for is not only fair, but necessary. Facts are hard to shoot down. This will also give you the confidence to really push for what you want. It’s not just something you think, it’s something that’s undeniable true. If you go in unprepared you’re more likely to flounder, which will damage your credibility going into future negotiations. 38

4. They always strive for a win/win solution for everyone Yes, negotiations are about getting what you want, but as the old saying goes, you get more flies with honey than vinegar. Your negotiation partner might also have reasonable requests that you need to consider. Ultimately, successful negotiations are about compromise on both sides, and ending up with an outcome that benefits everyone.

5. They’re creative Problems and conflict are a natural part of any negotiation. One surefire way to impress, is to head off any impending roadblocks, by coming up with creative solutions. It’s easy to point out problems and be negative. Truly expert negotiators think outside the box, and dazzle with innovative concepts and ideas that leave everyone excited about the process.

6. They’re good listeners Listening in order to really understand where your negotiation partner is coming from is important for two reasons: you not only want to make them feel heard, but knowing what they want is invaluable information you can use to get what you want. At the start, you’re gathering information by asking questions and really hearing what they say, which includes picking up on body language and nonverbal cues as well. This is part of being well-prepared, using every possible thing you can to have an advantage. Being in control of the situation, and then leading everyone to a successful conclusion all around is what great negotiation is all about.

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SHELLY HOLZ For Shelly Holz, the most rewarding aspect of real estate is helping people transition to their new lifestyle. She knew early in her career that she wanted to make a big impact on people’s lives. Now she does it every day, with exceptional service. Her clients couldn’t be happier. “It’s a big deal to move,” she says, “but whether people’s motivation is good news or bad news, they want a better lifestyle. At heart, that’s why my team and I show up every day, so we can help. We start every team meeting with the question, How can we make a difference in someone’s life? That’s what keeps us going.” The real estate gene runs in Shelly’s family, but she came in the back door with a degree in marketing, her passion. After college she worked at an advertising agency, then moved to the client side, in the promotion/marketing group for General Mills. But always at the back of her mind was the desire to make a difference in people’s everyday lives. She also wanted her own business. After much research and informational interviewing, she realized going back to her real estate roots was the answer. “It’s been my calling,” she says. “After I made that decision, I never thought twice about it, even during the recession. I knew I didn’t want to be anywhere else but in this industry.” Now in her 13th year, Shelly has a team of three agents, licensed in Minnesota and Wisconsin, and three administrative staff who serve the Twin Cities metro area with about a 40 percent repeat and referral rate. Thanks to their strong following, Shelly and her team get referred all over the region. Behind those loyal clients is Shelly’s emphasis on first-class service, something she considers a lost art in today’s soci-

ety. Clients rave about her attention to detail and constant communication, which gives them peace of mind. Sellers appreciate her honesty in pricing and staging, which can be difficult conversations to have. “Moving is so important, it deserves a phone conversation, not only a text,” she notes. “It deserves regular check-ins. It deserves keeping an eye on details. Having a team helps us stay fast paced and track those details, have real communication with our clients and follow up, follow up, follow up.” Shelly markets her listings with “Coming Soon” notices and networks with other agents well before the home comes on the market. She invests in staging and hires a professional photographer for top-quality videos and photography, “the number one thing buyers on the Internet expect.” To guarantee buyers get the message she wants them to hear while they’re in the home, she uses a marketing display that enables them to hear her voice and message even if she’s not the agent showing the property. In Shelly’s eyes, each client is a client for life. She follows up after the closing and checks in at every anniversary, keeping clients informed about the market and being a resource and an advocate for every housing need. Her passion for helping others translates to the community, too, where she supports business associations in the areas she serves, sponsors community events and raises money for local schools. Her free time is devoted to her husband and two girls, who love boating on the St. Croix River, hiking and skiing. In the future, Shelly plans to reach even more people with the message that they don’t have to hire average help—they deserve the best. She and her team are perfect examples of that.

For more information about Shelly Holz of Holz Real Estate Group, Keller Williams Premier Realty, Woodbury, MN, visit holzgroup.com, call (651) 436-5958 or email shelly@holzgroup.com www.

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PHYLLIS MANDEL After 35 years, Phyllis Mandel has seen a thing or two. Born and raised in Olympia, Washington, Phyllis spent the first 15-20 years of her real estate career in Minneapolis, Minnesota, before returning to her hometown. While back in Minnesota, she entered the industry when a friend told her that, as a REALTOR®, she could sell houses in her own neighborhood and at her “leisure.” “I thought that sounded great,” she says, laughing. “But it’s not true. We sell all over the place and not at our convenience!” Fueled by a strong work ethic and a stronger desire to do right by her clients, Phyllis soon fell in love with real estate. Representing buyers and sellers in the Olympia area since 1998, she offers her clients a unique blend of knowledge, skills and creativity. “I’ve seen all kinds of markets,” she says. “I’ve worked in really bad markets with 20% interest rates; I’ve worked in ‘up’ markets and in ‘down’ markets.” Perhaps even more impressive than her experience, however, is the unwavering attention Phyllis provides her clients. While she remains current with all the latest real estate technology, she places great importance on the essentials of service. “I always return phone calls,” she says. “I’m very exacting about that. If I can’t talk when people call, I call them right back or let them know I will call as soon as possible.” By taking such good care of people, nearly all of her business comes by referrals or from repeat clients. “I get a stomach ache if something is wrong!” she says. “I make sure people’s needs are met, their calls are returned and that, if there’s a problem, I keep going until we find a solution.” She holds herself to a achieving a “win-win” for every closing, ensuring that everyone on both sides of the transaction are “happy campers.”

Phyllis also adheres to high standards in listings marketing. “I’m really fussy about photos,” she says. “I’ll hire more than one photographer if I’m not getting what I need.” In addition to hiring a stager if necessary, she uses a professional photographer and a drone photographer for many listings. “I spend a lot of time writing the marketing remarks and my listings are all over the internet.” She sends postcards, places newspaper ads and – most impressively – demands accountability of herself. “My sellers receive weekly reports and detail on the hits they got on various sites,” she explains. “Not only can they see the weekly online activity, but they can see who glanced at it and who actually read through and viewed all the information.” Even after 35 or more years, Phyllis knows her future will include real estate. “I meet the most fascinating, interesting people and many have become friends,” she says. She is also extremely active in the community, donating time and money to dozens of charities, civic efforts and other nonprofits in Washington as well as Minnesota. “My family has always been very philanthropic,” she says. Among the organizations she supports, Phyllis is a member of the board at Puget Sound Community College and donates to various animal welfare causes, several nonprofits supporting children and families and Providence St. Peter Hospital Foundation. Phyllis also carves out time for herself, enjoying all the Pacific Northwest has to offer, from taking her boat out on the Hood Canal to traveling and enjoying time with family and friends at local wine and food events. “I like keeping busy, visiting new places, learning new things and meeting new people,” she says. Although Phyllis may not exactly be selling neighborhood houses at her “leisure,” she wouldn’t trade her experience in real estate for any other career.

To learn more about Phyllis Mandel, visit greenerealty.com/agents/12728-Phyllis-Mandel, email pjmandelay@msn.com or call 360.951.3693 www.

Why Flexibility Hurts (Not Helps) Your Ability to Close Sales Deals By Kendra Lee

For many sales reps, being flexible throughout the sales process seems like the best, consultative approach to establish a strong prospect relationship and win more sales. Rather than suggest what a prospective client should buy, reps opt to empower the client to dictate their needs. In doing so, the thought process is that reps convey patience and a commitment to ensuring the client gets exactly what they want, which will in turn improve their chances of closing the deal. Here’s what that approach accomplishes instead: Slower buy cycles and lower closing ratios. Truth is, most buyers don’t know exactly what they need from you. Sure, prospects know the outcome they want to achieve. They might even have an idea of which tools or services might help accomplish it. But they don’t know which specific products, services, or solutions will get them there. Other prospects know the outcome they want to achieve, but have no idea how to get started, let alone which products, services or solutions to look at. Top Agent Magazine

Either way, to achieve the outcome they’re aspiring to, buyers often look to you to guide them toward the right decision. When you don’t provide that guidance, it stalls the sales process and dramatically reduces closing ratios. Here’s why: 1 Flexibility doesn’t empower buyers — it confuses them 2 Forcing work on to your buyers typically causes them to look elsewhere for someone who can figure out how exactly to address their problem In both cases, your performance suffers. Ultimately, buyers — particularly in the earlier stages of their buy cycle — don’t want total flexibility or the freedom to choose any possible solution. They want, and need, guidance from you to navigate toward the right one. When you provide that definitive insight in the early stages of the buying cycle, customers gain confidence that you’re the right person to get them to where they need to be. To put it more bluntly, being “flexible” is a cop out. It might make you feel better, but it’s not helping prospects. If you really want to empower small and mid-size businesses to make meaningful change, you have to be willing to make a definitive, confident recommendation and show prospects a clear path to addressing their problem. When you do that, you’ll close sales faster and your clients will be happier. They’ll get what they need (and want), and your closing ratios will trend in the right direction. Copyright©, 2016 Kendra Lee. All rights reserved.

Contact details for Kendra Lee: Phone: 303-741-6636 (Old fashioned, but very effective.) Email: Info@klagroup.com (Yes, I get every one of these personally.) Twitter: @KendraLeeKLA (And I do follow all direct messages on Twitter!) KLA Group is a sales consulting and training firm focused on helping clients get more customers in the Small and Midmarket Business (SMB) segment through lead generation, prospecting, hiring and onboarding strategies. 42

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SALLY McKEAN There is something inherently good and interesting about every person, and Sally McKean makes it her job to find and honor that, whether working with home buyers, sellers or others she encounters in her real estate career. Her personal approach sets her apart, making it obvious to everyone that people’s best interests are her priority. “I put their needs first and make sure they know how important it is that I do what is right for them,” she says. “I never look at real estate in terms of how much I’m going to make from a transaction.” Sally also doesn’t limit herself in regards to how much a client may need from her; she does whatever is needed to get the job done well. Serving buyers and sellers for over 22 years, Sally’s business is fueled by long-term, solid relationships. “I started later in my career,” says Sally, who initially worked in a sales and marketing career for more than 20 years. “That never felt like the right fit, so when someone suggested I get into real estate, I looked into it and it’s been perfect for me.” A primary reason Sally affiliated with Berkshire-Hathaway Home Services is the company’s exceptional home marketing offerings. “We have a professional marketing department that does a wonderful job,” including professional photography and syndication to multiple online and other local advertising media. “In addition, I take the time to learn what is exceptional about each property, something unique,” she says. “It’s never just ‘4 bedrooms, 3 baths’; it’s something the owner has enjoyed about the house.” She interviews each owner to learn

what they have enjoyed about the home and the neighborhood. “I then incorporate all those points into my marketing.” Sally enjoys sharing her experience and her strong belief in fairness, honesty and respect for others. “Most of my clients become like family to me,” says Sally. “And I’ve been honored to count most of them as my friends, not just clients.” Nearly 90% of her business comes from referrals and repeat clients, she explains. “We stay in touch with each other. I send out various touch points throughout the year, but if I’m thinking of someone, I pick up the phone and call them.” She also belongs to a variety of community groups through which she remains in touch regularly with a lot of her network of friends and clients. Born and raised in Salt Lake Valley, Sally is an active, lifelong community member. When she is not spending time helping clients achieve their dreams, she can be found enjoying time with her grown children and grandchildren, serving her callings with her church, visiting Lake Powell with family, or playing golf. She belongs to the Ladies of Charity with her church, through which she and other women give to those in need, and she is active with the Italian American Civic League, promoting the Italian heritage she is proud of and taking part in charitable projects. “I believe in giving back and I also believe in having fun,” she says. Although she may be “beyond retirement age,” Sally has no desire to leave real estate any time soon. “It’s rewarding and gratifying work and I plan to work as long as I can continue to serve my people.” Her “people” – each of them unique and interesting in very special ways – certainly appreciate Sally’s dedication to them.

To learn more about Sally McKean, visit sallymckean.bhhsutah.com email sally@sallymckean.com or call 801.231.1811 www.

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MIKE & MELISSA MURRAY AND THE MURRAY HOME TEAM Melissa and Mike Murray are an Anne Arundel County real estate power couple, dedicated to helping families purchase their dream homes or sell at the best possible price. Melissa started in real estate in 2003 and her previous work as a master’s level social worker gave her the people skills she needed to really excel in her new field. At that time, Mike was a mortgage lender with a strong finance and organizational background. “I worked closely with Mike for many years as my preferred lender,” Melissa says. As Melissa’s sales volume continued to increase, Mike began to work as her marketing assistant and moved into real estate full time in 2009. Melissa’s compassion and ability to relate well to clients and Mike’s knowledge of finance and marketing combined to create a perfect team. “Since then we’ve sold over 330 homes,” Mike says. “We average between 45 and 50 homes a year.” In 2016 The Murray Home Team finished the year ranked as the #1 Coldwell Banker Team in Anne Arundel County. The Murrays primarily serve Anne Arundel County–where they were both born and raised–from Davidsonville to Annapolis to Severna Park. They also serve clients in other areas such as the Eastern Shore, Howard County and Prince George’s County. Melissa and Mike have a team that includes two buyers’ agents, a licensed assistant and Mike’s father, Terry Murray, who has 35 years in the mortgage and title business. Over 65% of their deals come from either direct repeat clients or referrals from their sphere of influence. What keeps their clients coming back at such a high rate? “Our primary purpose is customer service,” Melissa says. “We try to return every inquiry within an hour. We strive to treat people as we would like to be treated and our reputation is very important to us.” Unlike other agents, who may meet with a client once and then pass them off to an assistant, Melissa and Mike work

directly with their clients throughout the entire process. The Murrays also know the Anne Arundel market incredibly well, having seen it in all the phases it’s gone through in the last fourteen years, from boom to bust, to a strong recovery. “We pride ourselves on our pricing,” Melissa says. “I tell clients, ‘I’m not going to tell you the price you want to hear. I’m going to tell the price that will get your house to sell.’” The Murrays have an innovative and thorough marketing system in place. “We start with staging and professional photography,” Mike says. They then use a pre-marketing listing announcement with high-resolution photos and a video to notify over 1,000 agents about the listing. This alone sometimes results in an offer. In addition to listing on Zillow and other real estate sites, they use social media, as well as more “old school” marketing methods like open houses and targeted direct mail. To stay in touch with past clients, the Murrays send out newsletters by mail. They also host large client appreciation parties with live music, fire works, and a professional lacrosse game. Every Halloween they send out pumpkins to past clients. They also stay in touch with clients via social media. Melissa and Mike have three young kids so they love the flexibility that comes with running their own business. Melissa coaches their children in soccer and Mike coaches lacrosse. They sponsor the Chesapeake Bayhawks, a local professional lacrosse team, as well as Warrior Events, a local organization providing support for disabled veterans. In their free time, they enjoy boating with their children and traveling for their children’s sporting activities. For the future, they hope to continue their current work supporting people in their community as they buy and sell homes. Now that’s a goal worth celebrating!

To find out more about The Murrays, reach Melissa via email at melissa@themurrayhometeam.com or by phone at 443 995 2626 or contact Mike by email at mike@themurrayhometeam.com or by phone at 240 508 7246. You can also check out their website at themurrayhometeam.com http://

Buyers and Sellers: Understanding How Home Inspections are Negotiation Tools That stunning home or vacation property may seem perfect. But Top Agents advise anyone buying or selling to prioritize the importance of professional home inspections. For sellers, many agents recommend preparing for two separate inspections, one for your own information before listing and the second at the buyer’s obligation. For buyers, know that the listing agent is required to disclose certain major issues discovered on professional inspection. But every buyer should also order a thorough home inspection. For both buyers and sellers, inspection provides knowledge and knowledge may translate to power, time saved or money. THE SELLER’S INSPECTION You’ll save time before closing if you find potential “sticking points” before listing your home. Even those repairs that a seller isn’t required to fix may be worth the upfront investment. Replacing or repairing leaky faucets, wornbut-not-compromised sections of roofing or cosmetic masonry work will go a long way to build trust between you and buyers in your market. In addition, the last thing a seller wants right before closing is a major surprise. If your inspection uncovers a significant issue requiring disclosure, you’ll have an opportunity either to make repairs or to get professional estimates on cost, which you then can present to buyers either as a credit or reduction in sale price. Top Agent Magazine

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THE BUYER’S INSPECTION Selecting your Inspector: Before hiring an inspector, your agent may ask if the seller conducted an inspection and who conducted it. With this knowledge, you’ll hire a different inspector. Consider some important factors when choosing your home inspector: First, remember the adage that “you get what you pay for.” This property is one of your biggest investments it’s the place you’re going to cherish as your home or vacation destination for years to come. Entrust it to a highly rated and properly licensed inspector with the appropriate professional affiliations and credentials. Your Top Agent is your best referral source, but read online reviews or ask for recommendations to learn more about inspectors and the inspection process. As a buyer, know that a home inspection report gives you opportunities to request repairs, a lower sale price or credit for work to be done. Talk to your agent about how to make the most of your inspection report. Your agent will likely have contacts with local professionals you can consult with for fair estimates on the cost of the repairs you would like made. In extremely competitive markets however, your negotiating power may be limited to major issues requiring disclosure. Heed the advice of your agent in making necessary requests without risk of losing your dream home. Be sure to attend the inspection or assign a proxy if you’re out of the area. Then, go above and beyond and give a luxury property the attention it deserves. Your inspector should help you find concealed issues that can help you negotiate. Honest oversights on the part of the seller, for instance can only be rectified if discovered before closing. For example, clogged exterior drainage inadvertently concealed by hardscape may become a flooding issue down the road. On the flip side, recent partial-room painting may indicate something more than the seller’s beautification efforts. HOW SERIOUS IS IT? Remember that a home inspection is one of the most useful items in the buyer’s toolkit, but be careful not to get overwhelmed by the results. Prioritize issues by immediacy (safety) and break down each category by cost to repair to determine how the issues may impact negotiations. 46

Top Agent Magazine

SANDY PEARMAN Sandy Pearman was a working entrepreneur looking for a career with a lot of human interaction and limitless potential when she decided to dive into real estate. Over ten successful years later and it sure looks like she made the right choice! “I have to say I just have a passion for helping people out,” she admits. Her passion has helped her achieve many awards in her ten years in the industry as well as great testimonials from her community of Palmerston North on the northern island of New Zealand. “We have a population of only about 83,000 in this area,” Sandy explains. “So it’s quite provincial, very quaint and beautiful and word gets around fast!” In the beginning of her career she worked on her own and then met husband Greg who’s also an agent and they worked together as a team for over nine years. Now Greg sells commercial real estate on his own and Sandy is an independent agent once again focusing on the residential market. “Mind you we are still happily married,” she says with a smile. Sandy treats every client and property with the respect and diligence they deserve. Her relationship building and communication skills come naturally to her and she is known for her fanatical approach to looking out for her clients’ best interest with honesty and integrity. Sandy is also a skilled negotiator and prides herself on achieving the best results for her clients. But she’s also known for her modesty. “I’m happiest just to get on with my job,” she says. “I’m very genuine and what you see is what you get.”

Sandy takes notes when talking to clients, keeping up with everything from birthdays and anniversaries to clients’ interests and the sports their children play. She takes a personal approach and has systems in place to keep up with sending out personalized cards as well as holding client functions several times a year. A part time assistant helps make all this happen. “Communication is the most important thing to me,” she says. “I try to overcommunicate with my clients rather than not enough and I work to establish a rapport with them based on credibility and trust.” When not working helping other people find their dream homes Sandy is busy sprucing up the new house she and her husband just built. “There’s endless gardening going on at my place right now,” she laughs. She also loves spending time with her family, friends and little Bichon Frise pup Teddy. “He’s my baby!” Community involvement is very important to Sandy and she is involved in local charities like the Yearly Relay For Life and the Race To The Brewery, both sponsored by Property Brokers which raise money for various organizations throughout the year. “I do try to keep a good work/home life balance because I think it makes me more efficient for my clients and a better wife to my husband.” But since Sandy only takes one day off a week she spends most of her time building her business! In fact she’s planning to hire her assistant full time in the near future. What keeps her going is the thrill of making her clients’ dreams come true. “The excitement of helping people achieve their goals is the thing I love most about real estate,” she says. “There’s just nothing like helping someone realize the dream of home ownership.”

For more information on Sandy Pearman call 06 351 2846 or email sandyp@propertybrokers.co.nz Top Agent Magazine

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Top Agent Magazine