NORTH CAROLINA EDITION
HOW TO SPEED UP
FIRST-TIME HOMEBUYER TRANSACTIONS BUSINESS GROWTH HACK: ABSORB
YOUR CLIENTS' STRESS!
MODERN EMAIL ETIQUETTE FOR
TODAY’S AGENTS
BUYERS AND SELLERS:
UNDERSTANDING HOW HOME INSPECTIONS ARE NEGOTIATION TOOLS COVER STORY
KRISTINA MADDOX
NORTH CAROLINA EDITION
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KRISTINA MADDOX
CONTENTS 4) BUSINESS GROWTH HACK: ABSORB YOUR CLIENTS' STRESS!
17) HOW TO SPEED UP FIRST-TIME HOMEBUYER TRANSACTIONS
14) BUYERS AND SELLERS: UNDERSTANDING HOW HOME INSPECTIONS ARE NEGOTIATION TOOLS
20) WHY DELEGATING IS THE KEY TO LONGLASTING SUCCESS 22) MODERN EMAIL ETIQUETTE FOR TODAY’S AGENTS
With her business poised to continue growing in the Phone 310-734-1440 | Fax 310-734-1440 burgeoning markets of Charlotte, Kristina hopes to mag@topagentmagazine.com | www.topagentmagazine.com encourage up-and-coming agents entering the industry. No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top “I definitely needed moreforhelp at the Agent Magazine cannot be held responsible opinions expressed or factsbeginning, supplied by its authors. and To subscribe or change address, send inquiry to mag@topagentmagazine.com. U.S. I Published thinkin the I have a lot to offer new REALTORS®.”
. “The people I started with were the biggest 2 e of the puzzle for me,” Kristina exudes.
Kristina decided to strike out on her own as a Top Agent Magazine solo agent with Coldwell Banker in 2022. Since
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Business Growth Hack: Absorb Your Clients’ Stress! Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth. 4
You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up
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your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable. Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.
Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family. And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions. Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.
Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service. Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine
Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and
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sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly. Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted. Instead, they know trust must be earned and nurtured over time.
Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 6
mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’” Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares. If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help. When clients feel cared for, they remember the agents and partners who helped them.
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KRISTINA MADDOX
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Top Agent Kristina Maddox works solo with Coldwell Banker averaging between $10 and $12 million in annual volume by serving the entire range of her geographic territory, “from the top of Lake Norman to the bottom of Lake Wylie!” Kristina Maddox of Charlotte, North Carolina, has built a successful real estate business by combining her interpersonal networking skills with a dedication to unparalleled service and a vision for improving the entire industry. “I’m precise in everything I do – I make sure my clients get the strongest representation possible. But that’s just the baseline. What has helped me the most is focusing on relationships over transactions. I’m a big people-person, and ninety percent of my clients end up becoming my friends. That’s what’s given me long-term success, and it’s my favorite part about my career.” Prior to formally entering the world of real estate in 2018, Kristina enjoyed a ten year career as a professional dancer and singer. “I used to work on Broadway, but that was a lifetime ago,” she recalls. “Afterwards, I was teaching competitive dance in Ballantyne, and right next door to our studio was a RE/MAX Executive. I had always wanted to do real estate, so when I got licensed, I started working 8Copyright Top Agent Magazine
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separate jobs in buildings that were right next to each other!” The demands of pursuing two full-time professions proved insurmountable, and with the encouragement of The Premier Team leaders, Kristina eventually stepped down as an instructor to fully embrace becoming a REALTOR®. “I still miss the girls, and I
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will always miss performing, but it’s given me the confidence to tackle anything and communicate with clients.” After working with RE/MAX Executive, Kristina followed Josh and Charlene Dearing to join The Dearing Team working under Costello
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With her business poised to continue growing in the burgeoning markets of Charlotte, Kristina hopes to encourage up-and-coming agents entering the industry. “I definitely needed more help at the beginning, and I think I have a lot to offer new REALTORS®.” REI. “The people I started with were the biggest piece of the puzzle for me,” Kristina exudes. “They pushed me out of my comfort zone and taught me how to hustle. They made me who I am today!” With a book of business that is over eighty percent repeat and referral clients, Copyright Top Agent Magazine 10
Kristina decided to strike out on her own as a solo agent with Coldwell Banker in 2022. Since then, she has averaged between $10 and $12 million in annual volume by serving the entire range of her geographic territory, “from the top of Lake Norman to the bottom of Lake Wylie!” Top Agent Magazine
With her business poised to continue growing in the burgeoning markets of Charlotte, Kristina hopes to encourage up-and-coming agents entering the industry. “I definitely needed more help at the beginning, and I think I have a lot to offer new REALTORS®. I’ve been talking to my BIC lately about what that
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might look like – I have plenty to offer, and I want to pay it forward!” When she’s not building her enterprise, she enjoys spending time with her family, including her 2 grown boys. “More than anything, I appreciate the support of my family to become
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the success I am.” Kristina also connects with her neighbors as a regular member of the Mint Hill Women’s Club, where she supports multiple annual charities. She also strives to continue her career as a dancer by physically challenging
herself five times a week! “The only thing I have time for is hot yoga at Reinvent Fitness in Matthews, NC – I am planning on getting certified in order to teach my own course. I probably won’t have time for that, but it’s still fun to keep learning!”
To learn more about Kristina Maddox, call (704) 491-6715, email kristina.maddox@cbrealty.com, or visit her website: coldwellbankerhomes.com/nc/charlotte/agent/kristina-maddox/aid_263162
www.
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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. 14
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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. Top Agent Magazine
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How to Speed Up First-Time Homebuyer Transactions Working with first-time homebuyers can be among the most rewarding real estate transactions an agent can embark upon. Not only are you helping guide newcomers into the housing market, but you’re also witness to the excitement and triumphs along the way, including handing over those keys for the first time. While Top Agent Magazine
helping first-time homebuyers navigate the transactional process can be a reminder of real estate’s benevolent power, it can also come with its own bumps and bruises. So, what’s the best way to streamline the homebuying process for first-timers, while maintaining the magic and keeping your sanity along the way?
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While helping first-time homebuyers navigate the transactional process can be a reminder of real estate’s benevolent power, it can also come with its own bumps and bruises. Set expectations upfront and often. It’s no secret that communication is a cornerstone of a successful real estate practice and client relationship. Amidst a transaction as complex as buying (or selling) a home, it’s important that no wires get crossed, no questions go unanswered, and no information gets lost in translation. To accomplish this, create communication parameters with your clients up front. Inquire about the communication medium they’re most comfortable with—a text, a call, an email, etc. Then, tailor your outreach accordingly. Also, consider setting a weekly time to check in, even if no official progress has been made. This helps clients and agents touch base, float questions and concerns, and get ahead of any problems or developments. Another helpful tool is to draft a transaction timeline for your client that outlines the major milestones along the way, what sort of information will need to be gathered, what steps taken, and what outcomes are possible. This might seem like exhaustive work, but in the era of digital research, clients will come to their own conclusions and biases 18
whether you like it or not. To stay on the same page and timeline, be the foremost resource for your client, and don’t leave their questions up to chance.
Know your first-time homebuyer programs and perks. There are a variety of national, state, regional, and local grants and programs that aid first-time homebuyers as they pay their down payment, shop for home or mortgage insurance, and otherwise deal with the financial implications of becoming a homeowner. Sometimes these programs are neighborhood-specific in certain cities, with incentives to buy in up and coming areas. In some cases, there are grants that support underrepresented minority communities breaking into homebuying, and these can go a long way in making the burden of a down payment and associated fees doable. In other words, do your research. The right program or grant could make the difference in nabbing a dream starter home for your client, while setting them up for future financial success.
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Get pre-approved for a mortgage—and shop around for the best rate. Not all mortgage rates are made equal. As an agent, you likely have good relationships with area lenders that you trust, but it’s still important to complete your due diligence when helping first-time homebuyers find the rate that suits their longterm housing goals. Also remember that first-time homebuyers are new to this process, and while real estate transactions are complex in their own right, the borrowing and lending processes can be alienating in their complexity. As an agent, it’s your job to play intermediary and teacher, ensuring your clients know their options, are prepared to make an educated decision, and
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feel confident that they’ve chosen correctly. Talk with your preferred mortgage partners to best outline options for your clients’ understanding, laying out a framework that’s informative, projected into the future, and allows them to feel empowered by knowledge. All in all, working with first-time homebuyers can be an exciting and joyous occasion, as long as you’re adequately prepared for some hand-holding and instruction along the way. Aside from the enthusiasm of successful first-timers at the closing table, you’ll also enjoy the lasting benefit of strong referrals to their friends and family, many of whom will be shopping with you for their own first dream homes.
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Why Delegating is the Key to Long-lasting Success Delegating isn’t a dirty word. In fact, it’s the secret weapon of some of the most successful real estate leaders out there. Those that want to succeed and lead a business built to last understand that delegating is the key to growth and longevity. While the idea of delegating may sound nice, consider a few ways in which delegating adds professional value that goes far beyond efficiency.
DELEGATING DEVELOPS YOUR MANAGEMENT TECHNIQUE Have you ever considered that delegating tasks and responsibilities can help you, as 20
a leader, develop your managerial skills? While the main objective of delegation is to distribute work in a balanced, efficient way, it’s also a chance to assign tasks with insight, calibrating your team in the process. Consider delegation an opportunity to build strengths and address weaknesses on your team by choosing specific tasks for specific employees. You can also work on and expand your communication skills, find ways to streamline your delegation tactics, and create opportunities for collaboration. Don’t just delegate blindly, be thoughtful in how you parcel out the workload and responsibilities. Doing so will allow you to fortify your
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While the idea of delegating may sound nice, consider a few ways in which delegating adds professional value that goes far beyond efficiency.
management skills, in addition to lightening your load for the better.
DELEGATING BUILDS COLLECTIVE CONFIDENCE Another byproduct of delegating is that it builds collective confidence in the ranks of your office. By giving employees the chance to flex their skills and control their own small slice of the pie, you’ll be fostering a sense of responsibility and growth on your talent roster. Not only will your staff benefit from the chance to step out on their own, but the team will also benefit as a whole, as each member will attack their duties with a renewed sense of confidence and competence. This collective aptitude will translate to clients and industry colleagues, who will sense the power of a practiced, well-calibrated team in which each member has the chance to shine.
DELEGATING SHARPENS WEAK SPOTS IN OFFICE COMMUNICATION Proper delegation requires clear communication and the careful outlining of responsibilities, goals, and expectations. By regularly delegating to staff, you’ll be giving the whole office the chance to curtail careless communication habits and establish a new benchmark for quality correspondence. Begin by setting an example by clearly communicating delegated responsibilities, leaving the door open for Top Agent Magazine
questions, and by making progress reports the standard. After a while, these good habits will become engrained in your team, and your office will benefit from a uniform and effective communication style, no matter the project.
DELEGATING TURNS ACCOMPLISHMENTS INTO A TEAM WIN The ultimate goal of delegating duties is to get the job done, but when you practice delegation, each team member will have a stake in the outcome. In other words, a job well done can be celebrated by all. Giving your team the chance to invest themselves in an overarching project allows for a big pay-off once success is achieved. Not only does this boost morale and provide meaningful motivation for daily work, but it also builds a sense of comradery among the ranks. What’s more, team members will know they’re taken seriously and considered valuable to the team’s dynamic. And don’t forget: a job well done is a reward in and of itself, but it also doesn’t hurt to demonstrate your gratitude for a team goal accomplished. Delegating responsibilities isn’t a new idea, but the benefits are more plentiful than most imagine. With that in mind, capitalize on opportunities to delegate and you’ll not only be bolstering your business, but building your team and your own professional profile for the long haul.
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Modern Email Etiquette for Today’s Agents In today’s tech-forward culture, consumers are constantly inundated with promotional emails, alerts, invites, and social media blasts. As a real estate agent or a loan officer, how do you stand apart from the noise? What’s more, how do you stay relevant in a digital landscape that’s constantly changing? For starters, there are a few timeless techniques you can apply to up your skillset when it comes email and digital communication: asking questions that 22
inspire conversation, politeness, and following up regularly—to name a few. Likewise, there are surely new tricks you can add to your arsenal to stay ahead of the curve. Let’s outline a few ways you can refine and update your email etiquette to compete in today’s virtual marketplace.
Make your subject line count Too often, we labor over the content of our emails without giving much thought to subject lines.
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Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. However, these little headlines can go a long way in luring the consumer to open your email and ultimately click through to your website in search for your services. An enticing subject line should be short and sweet, ideally less than fifty characters. You might also include the name of the recipient, and be up front (though concise) about the subject matter of your message. Remember: the first thing a client will see is your name and subject line—be sure to make this prime real estate shine.
Think mobile Research tells us that 79% of Americans check their phones within fifteen minutes of waking up. In fact, much of modern day correspondence occurs by smartphone. Accordingly, you’ll want to account for email readability on a mobile phone. For instance, incorporating paragraph breaks for each new thought allows information to be parceled out in a palatable way for readers utilizing small screens. Also, any sort of graphic flair or links within your email should be shortened and streamlined for mobile consumption. Send yourself an email every now and again and access it from your phone—you’ll be able to double-check that all the elements of your emails are working well on a mobile platform.
Incorporate email tools There are excellent tools out there to enhance your email experience. With just a quick download, Top Agent Magazine
you can add spellcheck, a URL address shortening feature, or a delay option that holds emails for thirty seconds before they’re sent. Think about the possibilities! Haven’t you sent an email without including the attachment you intended, or realizing you sent correspondence to the wrong client? If that’s the case, a delay feature can help you save face and build in a window for error— just in case. Regardless of which tools speak to your email habits, there are plenty of add-ons out there that can revamp your digital correspondence style.
Use email to maximize your online presence These days, there are plenty of ways to communicate—email, text, phone, apps, and social media. When you interact through email, consider it an opportunity to invite your client to follow you elsewhere online. Ensure that your email signature includes unobtrusive, streamlined links to your social media accounts, professional website, or review page. This will build in an opportunity for clients to engage with your brand, and you may even add an online follower for the long term. Though email is no longer a new-fangled invention, there are certainly ways you can modernize its use and take advantage of its ubiquity. Keep these approaches in mind as you reenergize your email technique and fortify your communication in the digital era.
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