NEW ENGLAND 8-8-22

NEW ENGLAND EDITION

UNTANGLING THE BIDDING WAR:

A BUYER’S & SELLER’S PERSPECTIVES

Welcome Home: WORKING WITH RELOCATORS IN TRANSITION

Things You Can Do to

ANTICIPATE YOUR CLIENT’S NEEDS FEATURED AGENTS

BENJAMIN BERN TED WILLIAMS

3 EASY AT-HOME DIY PROJECTS

TO INCREASE PROPERTY VALUE

COVER STORY

LYNETTE AUCOIN

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Things You Can Do to Anticipate Your Cleint’s Needs First and foremost, the real estate industry is a customer service business. The key to any successful real estate business is one that can build a reputation by providing an unsurpassed level of care. That usually means a transaction that is seamless and stress-free as possible throughout the whole process. Your client’s experience is what keeps them not only coming back, but gets them to recommend you to their friend and family.

tise. By showing you can not only anticipate their needs, but have insight into any potential problems that might arise, they will have complete confidence in you. Achieving that level of trust is the key to a transaction that is as stress-free as possible.

The key to creating a great experience is anticipating your client’s needs. They are relying on your professionalism and exper-

From the moment, you meet a po-tential client, your goal should be to find out not only what they are looking for as far as their real estate

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GET TO KNOW YOUR CLIENTS ON A PERSONAL LEVEL

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goals, but who they are as a person. Listening and asking the right questions from the start is one of the most important aspects of the job.

You almost have to become an amateur psychologist, really honing in on the emotional reasons behind their real estate transaction.

Taking time upfront not only gives you valuable insight into your client, but it is the first impression your clients have that you truly care about them, and that this isn’t just another commission check for you. This goes miles in helping them feel comfortable enough to rely on your guidance.

Knowing who your client is on a deep level will help you navigate the transition ups and downs, allowing you to anticipate the best way to handle it.

SPOT POTENTIAL PROBLEMS AND PROVIDE SOLUTIONS Having insight into your client’s per-sonality type will come in handy when you anticipate an upcoming snag in the transaction. Most people find the process to be stressful even under the best of circumstances. One of the best rules of thumb is to always provide the solutions to anticipated problems when you present them to the client.

This should be the case even when the problem isn’t on you. Anything that can ruin a client’s overall experience can reflect poorly on you, whether you deserve it or not. This is a business philosophy called “zero risk”. You don’t want to take any chances with having an unsatisfied customer.

This is where your experience in the business pays off. You’ve probably seen most things and can easily anticipate problems that are Top Agent Magazine

likely to delay the process. Remember you are in charge. You are the expert. And, remember, part of avoiding potential problems is making sure your client knows what to expect upfront, always communicate openly and honestly.

Telling people what they want to hear and knowing you can’t deliver it, is destined to fail, and will always reflect poorly on you.

FIND WAYS TO EXCEED EXPECTATIONS Recognizing ways to exceed a cus-tomer’s needs is just as important as looking out for potential problems, when it comes to creating an exceptional experience. Have a vetted list of trusted service providers. Be hands on.

There are Realtors® who are out there helping clients pack, mowing lawns, and picking kids up from school. They are there for a client in ways that are unexpected. Having one thing taken off your plate during a stressful period in your life can feel like a lifesaver and is not soon forgotten. It is those “little” things that will turn a client into a lifelong advocate for your business.

TAKE IN FEEDBACK A good service provider is always trying to do better. Many Realtors® have clients fill out surveys after the transaction is over. This serves two purposes. It helps you become better at your job and it shows your clients that you care about them and their opinions. You can also use social media to get feedback via analytics and interactions. All of this information can then be used to create better customer experiences in the future. After all, this is a customer service industry. Treat it like one and you’re bound to succeed.

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Welcome Home:

Working with Relocators in Transition People stage moves for all sorts of reasons.

From the joyous and pre-planned, to the unfortunate and unexpected, new chapters begin with the help of an agent. When you’re working with buyers from a different region, state, or country, the typical complications of a transaction can be compounded. So, what’s a savvy agent to do?

For starters, envision the big picture. Relocators have extra obstacles between them and 6

their dream home. They don’t necessarily know which neighborhoods are ideal for their lifestyle, what they should budget for utilities, what type of homeowner’s insurance is ideal, or how they can tour, let alone close, on a house from afar. All in all, it’s a tall order, but if you can manage a relocation transaction successfully, you could tap into a sizable pool of clientele. Think of it this way: if you’re the shining star of a relocator’s moving process, their word-of-mouth praise could be

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exponential. Likewise, a winning reputation within that client’s corporate sphere could lead to lucrative, stable referrals and partnerships for years to come. Here are a few key ways to help clients navigate the relocation process with minimal stress and maximum results.

Create a full-scale timeline for you and your client that makes expectations clear.

Moving is already one of life’s biggest stressors, but relocations have a dozen more moving parts that your average deal. Consider creating a master-plan of sorts to help you and your client visualize the steps required to achieve success in the midst of a relocation.

Even from afar, your client will be able to refer to the roadmap you’ve set. Likewise, this makes sure you and your client are on the same page regarding expectations, timelines, and checklists. Assemble an articulated, overarching gameplan also helps demystify the process and lower stress. Instead of clients wondering what’s next, what’s needed, who to call, and when to be ready—handy guidelines of your own devising will be at their fingertips.

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Attune your communication style so that nothing goes overlooked or miscommunicated.

Establish early on how your client prefers to communicate and which methods should be excluded. Also, make sure to outline what timeframes are ideal to communicate in, and how often they expect to hear from you with status updates or follow-ups. Some clients might prefer a more hands-off approach that lets you manage most details behind the scenes with updates only when progress is made. Most clients in the midst of a serious relocation, however, will prefer to be in touch more frequently. Customizing is key. If they prefer text messages and emails over calls, that’s a helpful detail to know from the outset. If they prefer face-to-face video chats or can only speak after business hours—those are also key parameters to work within. The less mystery and hassle, the better.

Be a local resource with vetted recommendations and vendors on-hand.

Relocating homeowners may not know the best neighborhoods and their amenities, or where the best school districts are, which areas are high-traffic, or where their dollar might stretch a little further. Identifying your clients’ goals can help narrow this field, but you’ll also want to be careful not to overwhelm them with information. After all, they’re taking on a huge life transition and making a move as an outsider. You’ll want to serve as a onestop-shop who can remove some steps and stress from their organizational obligations.

Have a contractor who can get a head-start on home projects while clients make the move?

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Excellent. Or, perhaps you can provide an out-of-state agent referral so that clients can sell their existing property in a timeline that works in conjunction with their new purchase. Make yourself a community expert and a connector, and you’ve won a client— and their referrals—for much longer than a single transaction.

Think outside the box when weighing variables.

Relocations aren’t your typical transaction.

You’ll need to do a bit more planning to avoid pitfalls along the way. For instance, have you considered how you’ll tour homes with clients if they live hundreds of miles away?

Are there time zone differences to factor in?

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If clients are relocating from another country, are there any special visa or naturalization considerations? How will their belongings travel? Are there pets to relocate? There are plenty of questions to ask and plan for, but the key is to be communicative and thorough up front. The more information and planning time you have, the smoother the transition will go.

There are certified real estate agent designations you can pursue that set you apart for your experience when it comes to relocations, but in lieu of those—arm yourself with the planning details and methods that will make your client a raving fan. In the process, you’ll up your game, create a happy client, and hopefully field similar business for years to come.

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LYNETTE AUCOIN Top Agent Magazine

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Top Agent Lynette Aucoin works solo with the Bean Group and is licensed in both New Hampshire and Maine. She been recognized in the Bronze or Silver Circle every year selling between $4 and $5.6M in volume per year.

Along the Northeastern coast of the United States, there exists a rapidly growing, increasingly complicated real estate market. Towns in the area are gradually transitioning from working waterfronts to small cities rich in heritage, the arts and recreation, and as a result, they attract first time home buyers and golden year retirees in equal quantities. To succeed in such a complex environment, the ideal REALTOR® needs to be licensed in multiple states, have a background in property management, a broad personal and professional network, and a willingness to go the (literal and metaphorical) extra mile to work with clients from all walks of life. In other words: you need Lynette Aucoin’s CV. Born and raised along the seacoast, Lynette pursued a career in graphic design and marketing, before leaving that saturated 10Copyright Top Agent Magazine

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industry in favor of real estate. She received her license for New Hampshire at the end of 2016, and joined the Bean Group as a solo agent, quickly adding her Maine license in early 2017.

In her inaugural season, she was recognized Top Agent Magazine

with the Rookie of the Year award. Despite inventory shortages, she has been recognized in the Bronze or Silver Circle at the Bean Group every year since, selling between $4 million and $5.6 million in volume each year.

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In describing the geographic range of her business, Lynette paints a seacoast that is simultaneously busy and idyllic. “We’re an hour from anything you could possibly want: Boston, Portland, Manchester – that’s three airports right there (which is all you need in a world of

remote work).

Lynette attributes much of her success to “the invisible rolodex” that she keeps in her head, used to link her past clients to one another, and more importantly, to collaborate with the network of REALTORS® that she interacts with regularly. Entering her fourth year as a sitting Director and second as Chair of the Education Committee at the Strafford County Board of REALTORS®, she prides herself in focusing on improving her profession: “I do carry that board of REALTORS® mantle with me, and I really like being able to take away that firm vs. firm competitive aspect. We’re all REALTORS®, and it doesn’t matter where we land – my mission is education.”

In describing the geographic range of her business, Lynette paints a seacoast that is Copyright Top Agent Magazine 12

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simultaneously busy and idyllic. “We’re an hour from anything you could possibly want: Boston, Portland, Manchester – that’s three airports right there (which is all you need in a world of remote work). We’re an hour from the lakes, an hour from the mountains

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with the beaches right here. Plus we’ve got the Pease Tradeport, a former Air Force base – it’s a huge economic engine. It’s been redeveloped, and is now home to multiple corporate campuses and smaller businesses.”

Amidst the growth and changes, it’s still easy Copyright Top Agent Magazine 13

to find 400 years of history plus small shops and restaurants along the waterfront, and discover local favorites like whoopie pies and artisan cheeses.

In addition to juggling the demands of a REALTOR®, Lynette leverages her strong property management background to care for a couple

of rental properties, fueling both her business and her passion for architecture and design.

When she’s not busy traveling the seacoast, she pours herself into landscaping her own home: “I enjoy turning that into a perennial heaven, and working on the home improvement piece.”

This year she is most looking forward to watching her son enjoy his first baseball season.

To learn more about Lynette Aucoin, please call (603) 343-7793, email lynette.aucoin@beangroup.com or visit lynetteaucoin.beangroup.com http://

Photographs by Keith Allen Chick Photography Copyright Top Agent Magazine 14

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3 Easy At-Home DIY Projects to Increase Property Value Most homeowners have a lengthy list of chores and bit projects they intend to accomplish around the house. Oftentimes, those to-do items are completed piecemeal over a long stretch of time, or else sometimes not at all. However, when it comes time to prepare a home for market, all those tasks begin to pile-up and overwhelm. The Top Agent Magazine

list of things to do before the photographer comes or the first open house is held might seem endless, but not if you tackle just a few things here and there as you go. These sorts of projects—easy, DIY, at-home tasks you can accomplish in a few hours or less, with tools you most likely have on hand— go a long way with marginal effort.

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Complete a quick rehab of closets and storage areas Many agents advise clients to declutter and depersonalize their spaces ahead of professional photography and home showings. The idea is to provide prospective buyers with a neutral palette. Not only does this allow them to imagine their own lives unfolding within those four walls, but it also helps make a home’s square footage stand out. One way to add visual space to your home without calling in the contractor is to declutter common storage areas and closets. When buyers can get a complete look at a closet’s capacity, or a pantry’s depth, or the garage’s full functional potential, they get a better sense of a home’s potential and thus, its value.

In that vein, consider decluttering and cleaning your high-traffic storage spaces: the garage, pantries, closets, attics, and basements. Besides, organizing and discarding unwanted items help you prep for a move anyway, while giving potential buyers a peak at how spacious your home really is.

Add easy curb appeal with a bit of sweat equity Sure, curb appeal can arrive in the form of a new mailbox, pathway lighting, or updated house numbers, but it can also come cheaper than that. Curb extends to the upkeep of your lawn, landscaping, and home’s façade, and there are plenty of ways 16

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you can give these zones a refresh without spending anything but time. Keeping your front and back yard green and uniform adds a lux layer to exterior square footage.

Likewise, polishing the outside of your windows, trimming hedges, and sweeping the walkway can make a tidy and wellcared for first impression. There are other measures you can take too. Planting wildflower seeds in empty beds, or collecting some landscaping rocks to frame mulched areas can add a bit of character to your residence. Repainting the front door, ensuring trees are trimmed, and keeping back patios Top Agent Magazine

neat and uncluttered also underscore a home at its finest, which is ripe for buyers to snatch up.

Transform tiled spaces into sparkling clean surfaces.

Bathrooms and kitchens are where sellers can stand to add plenty of value in the process of selling a home. While pricey renovations might be out of the question for some, there are still affordable and time-effective ways you can transform for these spaces for the better. Cleaning,

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bleaching, or redoing your tile grout—in either kitchens, bathrooms, or other tiled spaces—can give these high-trafficked areas a new lease on life. Ensuring windows, mirrors, stainless steel appliances and backsplashes are streak-free and polished also demonstrate to buyers that your home is well-cared for and practically move-in ready. Sometimes, the devil is in the details. You might consider relining drawers, changing out knobs and fixtures,

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or else decluttering cabinets and shelves for a fresher look.

No matter the challenges ahead as you prepare your home for sale, completing a few small tasks every weekend or so can put you miles ahead of the competition.

Without spending a dime, you can add serious value to your home’s bottom line, setting you up for success as you begin your own home-shopping adventure.

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BENJAMIN “BEN” BERN Benjamin Bern is an industry leader devoted to turning his community’s focus toward real estate. Benjamin currently serves as the President of The Closing Table Group, a dedicated team of real estate professionals serving the Greater Boston area.

Benjamin, known within the industry and to those closest to him as Ben, got his start in the real estate industry in late 2015. He grew up with continual encouragement to become an agent, which eventually motivated him to pursue licensure with a friend.

Benjamin has since served seven years in the field. Ben owns and operates The Closing Table Group, which he launched three years ago. His team is motivated by “putting clients and their needs first.” Together, he and his five agents work with clients in the Boston Metro area and strive to provide “an amazing experience from start to finish.” Ben’s philosophy is to set both clients and agents up for success by “utilizing people’s strengths to the best of their ability.” He shares how some of his team members prioritize advertising, while other agents are dedicated to sourcing new listings.

Benjamin primarily serves Suffolk and Norfolk Counties.

He notes that repeat and referral clients contribute to more than half of his business. Ben’s professional mantra is exemplified in his real estate history and team leadership, “The goal of real estate is to first create the opportunity and then seize the opportunity.” Benjamin strives to put the client first throughout the entire transaction. He funds all marketing and finalization expenses to “do whatever it takes” when serving his clients. He shares how a large percentage of the industry involves “managing egos,” and how he mitigates this by setting realistic expectations right from the beginning.

Benjamin dedicates a significant amount of time and energy to his real estate career. He can often be found

awake at 6 AM, scrolling for new listings.

His passion is evident as he shares what he enjoys about the industry, “I enjoy it because it’s one of the biggest moments of people’s lives.” He continues, “I’m chasing a genuine client relationship.” Past clients have received a special birthday card from Benjamin, or Father’s Day and Mother’s Day greetings. His team regularly sends out mailers that keep people up to date with current market trends.

The Closing Table Group is known for its “coming soon”videos. The team creates high-quality teaser videos to generate interest for up-and-coming listings. Benjamin notes how his last property received “30 offers in six minutes,” likely due to its highquality promotional content. Benjamin also regularly hosts weekend open houses, bringing people into the space allowing them to“get a feel for the home.”Benjamin shares how his team averages 50+ million in sales volume each year; he is personally at 23 million so far in 2022.

Benjamin expands on his enthusiasm for real estate, “I love the people I meet and the opportunities that come my way.” He notes, “I enjoy helping people in any way I can.” Notably, the Closing Table Group funds charities like Broken Tail Rescue, a group that fosters and borders dogs in need.

In his free time, Benjamin stays active, by regularly playing sports, going to the gym, and walking his dog.

When asked about his future plans, Benjamin shares, “I would love to become a community recognized brand.” He desires to change the image of a realtor from someone who is “out for the money” to someone who is dedicated to “ensuring people are happy by helping them achieve their goal of securing their dream homes.”

To connect with Benjamin “Ben” Bern, email bernbenjaminrealty@gmail.com or call 617-485-7759. You will be happy that you did!

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Untangling the Bidding War: A Buyer’s & Seller’s Perspectives In a competitive marketplace, bidding wars become the norm. While this may put sellers in an excellent position to recoup on their investment, it can push buyers beyond their budgets and test their temperaments in the process. As an agent, how do you navigate both sides of the coin? After all, you want to net the best results for your client—regardless of which side of the closing table they’re on. To fortify your approach to a heated bidding war, here are a few ideas and insights to better clue you in on the perspectives of buyers and sellers alike.

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Buyer’s Perspective: Emotions Running High?

Channel it.

When the market is booming, buyers feel the pressure—especially when affordable inventory is limited. This can create stress, feelings of hopelessness, and impulsivity. As an agent, how do you channel this emotional energy into something positive? Consider asking buyers to put those anxieties and high hopes onto paper. Have buyers outline

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who they are, why they’re inspired to buy a home at this juncture in their lives, and how they see their lives unfolding once they become a homeowner (or repeat homeowner). Think of it as a letter of intent.

Buyers benefit from taking abstract fears and dreams and articulating them on paper. Likewise, this document can serve as a valuable tool during a bidding war. Letters like these can help sellers with multiple offers make a personal, emotional connection with a particular buyer.

Sellers Perspective: Manage expectations.

When multiple offers are rolling in on a property, it’s easy for sellers to get carried away. Numbers are flying, expectations are heightened, and sellers may become hypnotized by higher and higher offers and ideal outcomes. While it’s good to celebrate prime market positioning, it’s also important to maintain an even keel so that your seller’s mind is clear and they’re thinking rationally through their options.

Sometimes the highest offer isn’t necessarily the sure thing. Manage your clients’ expectations by leading by example, offering a balanced perspective, and talking them through all potential outcomes so that they don’t only hone in on the best-case scenario.

During a bidding war, tensions are running high for seller’s too, who will soon begin their next chapter in another home. Keep a cool head and remind your client to see the big picture, recognize that it’s possible for some offers to fall through, and to sit tight until the closing table has been successfully reached.

Buyer’s Perspective: How do you authentically and convincingly convey your interest?

When ten or so offers are in the mix, it can be hard to differentiate your buyer from the next. While numbers will obviously do a lot of the talking, you’d be surprised how much of a difference a 22

personal touch can make. Some popular approaches to standing out include personal letters—as mentioned above—tailored to the property. Was the property in question a family home for years? You might have clients detail their dreams of raising a family inside those walls, rather than tear the property down and rebuild something to boost the lot’s value. Including a family photo is also a good tact for personalizing letters in a bidding war. Likewise, little gifts included with your offer can speak volumes about your personality and due diligence as an agent. It may seem a little cheesy, but when sellers are looking at ten near-identical offers, those personal touches can really paint a compelling, personalized picture.

Seller’s Perspective: How powerful is cash?

Data shows that cash offers—typical of investor clientele—double the chances of having an offer accepted. This goes hand in hand with waiving a financing contingency, which also helped boost the probability of an accepted offer, according to research. Cash is king, however, since offers that aren’t completely reliant on comprehensive financing seem to minimize risk for sellers, who are already eager to see a deal go through. Cash deals also tend to go through quickly, freeing sellers up to pursue their next property and move on to new horizons. While not every buyer has the ability to operate in cash, it’s a worthwhile consideration for those in ultra-competitive markets and with liquid capital.

While the bidding process can be stressful for agents and clients alike, it’s important to remember that it’s a time of opportunity, too. If you want to make the most of it as a seller, data shows that a personal touch can endear buyers to their seller counterparts. For sellers navigating a competitive process, it’s important to keep a balanced perspective. For agents, here’s the bottom line: get creative, be resourceful, and use all the tools in your arsenal to achieve the best result for the clients you serve.

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TED WILLIAMS Ted Williams was seeking a second career as he prepared to retire from his executive position at IBM. While his background includes a BA in Civil Engineering and an MBA, Ted wanted something more flexible. He had always been interested in real estate and had completed his real estate license thirty years ago; retirement presented him with an opportunity to finally pursue real estate as a career.

A resident of Cape Cod, he interviewed the five leading real estate companies in the area; he is now with William Raveis Real Estate. Ted is impressed with their size and reputation as well as their comprehensive training program. Finding this perfect fit helped Ted to expand his business as a licensed broker serving all of Cape Cod. Ted has been working in real estate for five years and has already achieved a 30% referral rate with the balance of his business coming through Zillow where he is has a “Best of the Best” 5-star rating. Ted sets himself apart as a broker through his specialized knowledge and devotion to becoming a Subject Matter Expert (SME). Ted has invested time in completing two, 12-week programs to increase his expertise in terms of local municipalities, one with various Barnstable departments such as Education and Public Works, the other with the Barnstable Police Department.

In addition to the financial rewards of a successful real estate career, Ted values helping people through a potentially stressful process by solving their problems and, ultimately, achieving a good result. He focuses on high-end sales with an average price point of $1.3 million. Often, Ted lands properties that require additional education or involvement. He was part of a $5 million dollar sale that required him to be on-site for a two-day property inspection. He also handled the sale of an investment property involving a 1031 exchange, extensive work with the client’s attorneys, and a 100% remote relationship with the seller.

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Ted’s business approach is focused on quality over quantity, relationships over transactions. While he utilizes the company’s Moxie CRM system to manage a larger client list, he nurtures more personal relationships with a smaller circle of clients. Ted markets listings with professional photography and advertising in the local newspaper and publications. He always recommends a property inspection. Ted has put an effective business strategy in place that he plans to follow into the future by assessing his goals and marketing strategy annually and continuing to leverage his education and experience to achieve the best possible results.

When he’s not working, Ted enjoys the natural beauty of Cape Cod through weekly hikes with his wife and friends, kayaking and golfing. He is also a member of the Osterville Men’s Club, a social club that is actively involved in community engagement through charity drives and volunteering. Members help out at soup kitchens and collect recycling to raise funds for scholarships at the local high school. Ted and his wife also spend as much time as possible with their children and two granddaughters who live near Boston.

To learn more about Ted, call 781-431-1814 email ted.williams@raveis.com, or visit his website: tedwilliams.raveis.com http://

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