PENNSYLVANIA EDITION
6
WAYS TO GET YOUR CLIENT TO TRUST YOU
Embracing Smart Homes: DOES NEW TECHNOLOGY REALLY INCREASE HOME VALUE?
Emotional Fluency: HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH Welcome Home: WORKING WITH RELOCATORS IN TRANSITION
COVER STORY
ANGELITA BYRD
PENNSYLVANIA EDITION
7
ANGELITA BYRD
CONTENTS 4) EMBRACING SMART HOMES: DOES NEW TECHNOLOGY REALLY INCREASE HOME VALUE? 14) 6 WAYS TO GET YOUR CLIENT TO TRUST YOU
16) EMOTIONAL FLUENCY: HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH
WELCOME HOME: ANGELITA20) BYRD WORKING WITH RELOCATORS IN TRANSITION
Phone 310-734-1440 | Fax 310-734-1440 mag@topagentmagazine.com | www.topagentmagazine.com 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 Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. To subscribe or change address, send inquiry to mag@topagentmagazine.com. Published in the U.S.
2
Top Agent Magazine
mailto:mag@topagentmagazine.com
Top Agent Magazine
3
Embracing Smart Homes:
Does New Technology Really Increase Home Value? Technology and innovation move at a lightning-fast clip, so it can be hard to keep up with all the smart-home trends sweeping the market at a given time. From smart thermostats to security systems accessed through an app on your phone—there are endless options to customize and update your home for the modern era. But which, if any, of these smart home products add 4
value to property in a significant, worthwhile capacity? Especially with new generations of the same products released in quick succession, it can be hard to determine whether it’s worth it to take the plunge. With that in mind, we’ve conducted a deep-dive into the smart home options out there that make the most sense for your bottom line and real estate investments.
Top Agent Magazine ®
Top Agent Magazine
Smart home amenities range in price and return. There are certain smart home products that won’t break the bank while still adding lovely touches and time-saving features to your space. For instance, a smart thermostat may not run more than a few hundred dollars, but it can take so much of the guesswork and analog nuisance out of programming your home’s internal environment. That said, buyers selling properties with mid-range amenities like this can’t expect a windfall in return. While smart home features can certainly lure buyers and give the sense that a home is attractively modern (and thus move-in ready), it doesn’t mean that you’ll be reaping a sizable monetary reward for your foresight. Conversely, this reality doesn’t mean those smart options
Top Agent Magazine
are without value entirely; it just means that the value of smart home options may be apparent in a different capacity, like luring a particular buyer or creating a desirable, sleek image for a property headed to market. On the other hand, larger scale smart home amenities that are being left behind for the buyer—like a smart refrigerator or wired sound throughout the property—may be able to lure particular buyers who value high-end details. While it can be difficult to state definitively the value of smart home options, the rule tends to be that the more you put in, the higher the likelihood you’ll reap the investment you sow. Focus your smart home options on home appliances first, then work your way toward security, thermostat, and entertainment options.
Top Agent Magazine ®
5
Smart home amenities capture the attention of buyers
Agents must know how to pitch the value of smart home options
Even if you have mostly opted for small or mid-range smart home options, you can still benefit from their presence in a property—even if they don’t inflate your bottom line as a result. Smart home amenities have the power to focus the attention of buyers, sending a clear signal that the previous owners were tech-forward and made an effort to upgrade the property for the contemporary era. Millennial or Gen Z buyers especially value these up-to-date modifications, and the presence of these desirable gadgets can create added interest and drive up value naturally. Likewise, featuring these options in listing photography can also drive interest from younger or high-end buyers looking for move-in ready spaces.
Remember that smart home features are relatively fresh to the market. While some new construction properties are equipped with these smart amenities, just as many homes on the market don’t offer these upgrades and modern flairs. This means that many buyers, of all ages even, aren’t familiar with the benefits and perks of these options, let alone how they’re operated. Before you can derive value from a smart home or smart home features, you’ll need to understand a product’s proper usage, cost, and benefits. Do your homework regarding what smart home features can offer in terms time or cost savings, and be able to show prospective buyers how easy these objects are to use, as well. Do both, and you’ll be in proper command of what smart home features can offer buyers and pitch them accordingly.
6
Top Agent Magazine ®
Top Agent Magazine
ANGELITA BYRD
Top Agent Magazine
7
AN GEL ITA BYRD
I
Angelita has a special gift of turning requests for a dream home into a fully fleshed-out reality that exceeds her clients’ expectations. “I love the satisfaction of getting people not just what they want, but also what they need,” she says.
f you work with Angelita Byrd, you’re getting service from a trusted best friend. “I love gaining new friends,” Angelita laughs when asked about her favorite thing about the job. “My friends in Arizona say that I can make friends with a cactus!” Back in 2006, when Angelita was trying to figure out her future, she 8
walked into her neighborhood real estate office in Philadelphia looking for a new career path, because writing wasn’t paying the bills. She was greeted at the door by the owner and won him over with her friendly demeanor. While working toward receiving her license, Angelita had an advantage by training with the owner Top Agent Magazine
of the brokerage, and that hands-on experience gave her the upper hand to jump start her impressive career. While Angelita is “Miss Realtor® Philadelphia” operating out of one of America’s most historical cities, she has a team of 27 agents that span across seven states. Personally, Angelita works primarily as a listing specialist, but also enjoys working with luxury buyers in Philadelphia and its surrounding counties. Her longevity in the business has allowed Angelita to work almost solely off of repeat and referral business. The key to her success is that “I don’t identify anyone as a client,” Angelita explains.
“I identify them as a friend, and friends treat friends great, right?” Sometimes, just the simple personal touch of sending an interesting article on neurology to a client who is a neurosurgeon highlights how connected Byrd is with her network. She wants to discuss their interests and their passions, and is able to authentically deepen her long-lasting relationships with clients. In addition to this touchstone of her business, Angelita and her team also spreads the word about their listings through Homesnap, MLS, KV Core, and the various social media channels. With such a success rate, Angelita is able to comfortably net an annual volume of
870 N. 19th St, Philadelphia, PA 19130
Top Agent Magazine
9
$12 million in sales. “I love the satisfaction of getting people not just what they want,” Angelita comments, “but also what they need.” She has a special gift of turning requests for a dream home into a fully fleshed-out reality that exceeds her clients’ expectations. Her people-first mentality extends to Angelita’s services she provides to the community. She hopes to inspire the young, future entrepreneurs of Philadelphia. Frequently speaking at local school career days, Angelita imparts on children that “life isn’t over until it’s over.” She opts to
10
Top Agent Magazine
While Angelita is “Miss Realtor® Philadelphia” operating out of one of America’s most historical cities, she also has a team of 27 agents that span across seven states. change people’s mindsets from P.O.O.R. (Passing Over Opportunities Repeatedly) to R.I.C.H. (Realizing It Can Happen). As a self-made business woman, she hopes to inspire the next generation of Movers and Shakers in her community. Not only does she work to build a better future, but she also donates her time as an advisor for the Pennsylvania Human Relations Committee, focusing on ways to dissolve racism and discrimination in the workplace, and within the community, in the present. Top Agent Magazine
11
Byrd has a full schedule, but she still makes time for her passions outside of real estate and her extensive volunteer work. “I’m a world traveler, and I love to hike,” Angelita muses. A health and fitness lover, she makes time to exercise, eat clean meals, travel the world, and spend time with her loved ones. She cites Japan as her favorite country, and Phoenix, Arizona is her favorite city in the US. Angelita is also an actor and a writer. One of Angelita’s lifelong dreams
was to become an author. She is now a two-time published author. With aspirations to expand her real estate business nationally, Angelita also hopes to educate and train future real estate professionals. “I want to show them that stick-to-it attitude [you need] to be successful in the real estate industry,” Angelita states. “Because other than that, I wouldn’t have made it to seventeen years!”
To get in touch with Angelita, please call 610-529-1598. To check out her listings, visit www.AngelitaByrd.com Follow on Facebook, Instagram @missfree365, and LinkedIn! www.
12
www.
www.
Top Agent Magazine
mailto:mag@topagentmagazine.com http://www.topagentmagazine.com
Top Agent Magazine
13
6 Ways to Get Your Client to Trust You The word “REALTOR®” can leave a sour taste in some people’s mouths. Many of today’s home buyers and sellers grew up during the 2009 recession. They are wary of anything 14
or anyone who comes off as too salesy, and they want to work with individuals who they can trust. But how do you prove to someone you’ve likely never met that you can be trusted?
Top Agent Magazine ®
Top Agent Magazine
1
Put Testimonials or Case Studies on Your Website
When something goes wrong, own up to your mistakes. Don’t hide bad news from your clients. Be upfront and responsive.
Testimonials and case studies are social proof that you have both the experience and the skills to do the job your clients are hiring you for. People often leave testimonials when they are either incredibly disappointed or extremely happy with the service they were provided, so they’re a good indication to prospective clients of the treatment they’ll receive. Case studies, which you can post on your blog or website, have much of the same effect, but even more than testimonials, case studies demonstrate your real estate and finance expertise because they explain how you achieved a specific set of results.
2
Be Responsive and Accessible
Can your clients reach you easily? That doesn’t mean you need to be available 24/7, but you should respond to your clients within a few hours of receiving their message. When agents don’t respond to their clients’ calls or emails for days on end or fail to provide them with a direct line of contact, their clients’ experience can quickly become frustrating. Agents are busy but so are their clients. If you constantly show up late to or reschedule meetings, your clients won’t feel like their time is respected or their business is valued. Make sure you set a realistic schedule for yourself rather than spreading yourself too thin.
3
Be Honest and Transparent
Sometimes you don’t have the answer to a client’s question. Be honest about your strengths, weaknesses, and the limits of your knowledge. A good response might be, “I don’t know, but I can find out.” Be transparent with your clients, and they’ll respect you for it. You should always act in their best interest. Top Agent Magazine
4
Go the Extra Mile
If you do the bare minimum, that’s what your clients will remember. Their experience won’t be memorable, and they won’t gush about you in online testimonials or in real life to people they know who could use your services. It’s that simple.
5
Put Yourself in Your Client’s Shoes
Clients understand that you need to earn money, but that doesn’t mean they want to feel like they’re just a dollar sign to you. Be empathetic to your client’s concerns, even if you’ve heard it all before. Your clients should know that you are there for them.
6
Be Consistent
Being responsive, friendly, and knowledgeable shouldn’t be an act. If you “turn on” your personality for clients and then suddenly become a different person when they leave the room, it’s likely that the cracks in your mask will eventually become apparent. But “faking it till you make it” is so common it’s become a cliché. When we are starting out, we don’t always have the systems or resources in place to create a smooth client journey, from onboarding to closing, so instead we constantly try to reinvent the wheel. Give yourself time to pause, slow down, and reevaluate your workflow. Creating systems creates
consistency, and those systems can and should be constantly updated.
Developing trust between you and your clients will take time, but doing these things can give you a running start.
Top Agent Magazine ®
15
Emotional Fluency:
How to Communicate with Clients When Tensions are High Managing emotions, expectations, and personalities are central to a successful real estate career. After all, this is a business based on relationships and interpersonal communication. Likewise, real estate is built on one of life’s central milestones—homeownership. This means that stress, disappointment, excitement, and competition are inherently 16
involved in the process. As an agent, you take on the real estate world every day, but most of your clients aren’t well-versed in the norms of the industry and are likely riding an emotional roller coaster throughout. Acknowledging this, how do you steer the ship when emotions and tensions are running high?
Top Agent Magazine ®
Top Agent Magazine
For starters, it’s not always intuitive. Just like you add tools to your arsenal when it comes to marketing, social media, or lead generation, you also have to add emotional tools to your repertoire. Here are a few ways to diffuse tense situations and keep clients on an even keel—even during the ups and downs of the transactional process.
Create realistic expectations from the outset and reinforce them as you go As a seasoned agent, some aspects of the industry may seem run of the mill to you, but may come as a shock to your clients. That’s
Top Agent Magazine
why communicating expectations from the beginning can help create reasonable touchpoints in the minds of your clients. In addition to talking through the steps of the transactional process with your clients, consider writing out a checklist or compiling a buyer’s guide that can serve as a resource for them throughout. Think of it like a security blanket, but one that’s built by facts, figures, and anecdotal experience. If you paint a clear picture of what to expect, clients are less likely to be taken by the surprise and react impulsively as a result. What’s more, reinforce next steps, expectations, and possible outcomes as you go. If your client is left to wonder or guess at what’s ahead or
Top Agent Magazine ®
17
what will happen, they will either envision the worst-case scenario and panic, or they’ll misjudge the next step and be disappointed or left anxious as a result. Minimize surprises by communicating regularly, clearly, and with all options on the table.
When unveiling a problem, come to clients with potential solutions in hand Any agent worth his or her salt knows that bumps in the road are likely to occur along the way. You can’t promise a transaction free of stress or unforeseen issues, but you can minimize the ensuing stress by preparing you client in advance for any potential problems, and by addressing any problems
18
clearly and with solutions already in hand. Clients are likely to become agitated if a problem arises and they can’t understand why or what it means. That’s why slowing it down, talking it through, and offering potential avenues for recourse can quell fears and remind clients why they chose you to facilitate the transactional process. This means you’ll have to vigilant, proactive, and on the ball. Of course, it’s much easier to be an agent when everything is going great and flowing naturally. It’s when things take an unexpected or negative turn that true talent is really tested. Accordingly, show your clients that you are confident and in control by remaining adaptable, communicative, and clear in your problem-solving approach.
Top Agent Magazine ®
Top Agent Magazine
Never underestimate the power of listening As an agent, you are probably well-versed in putting out fires and sourcing solutions. Sometimes, however, clients are really looking to you as a confidante and a listening ear. You’d be surprised how much nervousness you can resolve by simply offering a listening ear and offering reassurance. Sometimes it’s not about providing a band-aid or a practical solution; oftentimes, it’s all about listening. Clients need to feel like they’re being heard, even if you’ve heard it all before. By listening to their fears, acknowledging their perspective, and reiterating their goals—you display your empathy and understanding, which is often just what a client Top Agent Magazine
needs to feel better. In other words, you don’t have to break out the graphs and data each time a client airs his or her insecurity. First, slow down, listen, and interact on a personal level. You may stop an emotional upheaval in its tracks simply by putting your listening cap on. Not all clients are alike. Some will require a little more hand-holding than others, but it’s your job to put yourself in their perspective, recognize the milestone at hand, and managing the personalities you’re working with. The next time you feel frustrated by a client’s unpredictable emotional energy, keep these insights in mind as you diffuse the situation, steer them to a place of comfort, and fortify your interpersonal skillset in the process.
Top Agent Magazine ®
19
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 20
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
Top Agent Magazine ®
Top Agent Magazine
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. Top Agent Magazine
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?
Top Agent Magazine ®
21
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?
22
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.
Top Agent Magazine ®
Top Agent Magazine
Laughs!
Graham Harrop Graham Harrop Cartoons Cartoons
Putting the power of humour to work for you!
Putting the power of humour to work for you! grahamharrop.com
grahamharrop.com Top Agent Magazine
23
mailto:mag@topagentmagazine.com
24
Top Agent Magazine