SOUTHERN CALIFORNIA 8-20-18 by Top Agent Magazine

SOUTHERN CALIFORNIA EDITION

5 Tips to Get New Clients 3 Ways Joining A Professional Organization Can Make Your Business Better 5 Social Media Mistakes Real Estate Agents Must Avoid

CONCIERGE CARE: Services that Lure Clients and Transform Your Reputation

Are You A VALUE-ADDED AGENT? COVER STORY

Gabriela Bermudez FEATURED AGENTS

JENNA KAYE RAMON MALDONADO MARK PATTISON SARA RATLIFF OSCAR TORTOLA

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SOUTHERN CALIFORNIA EDITION

OSCAR TORTOLA

Back in 1999, Oscar Tortola was on the hunt for his Delving deeper into his approach to listing, Oscar leaves 10 next challenge. His wife, an experienced escrow6officer, no detail unaccounted for15 when prepping homes for encouraged him to try his hand at real estate. Applying market—from completing repairs and touch-ups that add the fortitude earned during his years in the United States value, to leveraging professional photography that makes Top Agent Ramon Maldonado – Lead of firstthe telephone“We andtake calling people. We chase the bus Marine Corps, Oscar decided to make the leap and earn a striking impression. all the steps necesPacific Sotheby’s International Realty’s justprepare waitinghouses for the to us.” his license. Nearly twenty years later, he has established sary to properly forbusiness listing,” to he come explains. The Maldonado Team in La Jolla, Calihimself as an accomplished professional with an ambi“We make sure everything is ready so that when we hit fornia – is a powerhouse of a realtheestate Ramon is a consummate marketer of his listings, tious vision and a reputation for results. What’s more, he market, the presentation is on point and the results advisor. His focus on providing follow.” his cli- Afterto homes make are suresufficiently each property is presented in its be guides clients with a working style defined by integrity, prepped, Oscar follow-through, and dogged persistence. leverages thewalkthroughs power of social leadingby the best p ents with exceptional service, coupled withmedia clientsand arethe followed online listing tography platformsavailable, to generateand maximum with his in-depth industry knowledge staging exposure. when necessary. Open Today, Oscar heads a tightknit team that serves his homeIn a marketplace as hot as Southern California’s, Oscar’s presence and and an indefatigable work ethic, have utilized to great effect. A robust internet town of Corona, in addition to Lake Elsinore and the ensures homes differentiate themselves cemented his reputation as a preparedness Realtor ment ofthat social media platforms ensure that his listing RAMON OSCAR TORTOLA GABRIELA wider Southern California region. Together, Oscar and andplace yield ideal results in shortbuyers order. as possible, almost always res who can be consistently trusted to many potential MALDONADO BERMUDEZ the Oscar Tortola Group prioritize lasting relationships, his client’s needs front and center during sale for top dollar. market adaptability, and an efficient workflow. Accordingly, a robust Outside the office, Oscar gives back to causes close to his heart, including every transaction. 40% of business is generated by repeat and referral clientele, while last organizations that support fellow veterans and thelies.” Leela She’s Project,also whichan excellent How did Sara Ratliff become one of the most Thought theand financial rewards of his chosen profess year saw Oscar and his team close roughly $45 million in production. supports teenage boys in foster care. He his team also participate in to clients 29 31 24 trusted real estate agentswith in the Temecula Valresponding promptly Ramon professes a lifelong fascination the industry. “I always siderable, it is the more personal side of the indust This year, they are already on track to exceed that figure by a signifWilliams’ trademark Red Day, where agents take to the commuley? Sara foundand herduring way tocollege realKeller estate through She’s very honest,and always puts had anininterest in architecture, did some Ramon with the most job satisfaction, icant margin, a feat that’s due no small part to Oscar’s systematic nityI actually to give back in a hands-on capacity. In his remaining free hours, his primar To call Realtor Mark Pattison a Top operations team en Topa Agent Kaye ofenjoys Rodeo know exactly what they’re getting with me. Ther mother-in-law, isJenna a almost top producer inout prides onsincerity her custo work process. for someher real estate agents. Iwho actually dropped really care and about myand clients,” heherself says, his o approach to the transactional “We offer clients high level Oscar most theofchance to unplug spend quality time with his Agent is,areas, possibly, a great underready bythat the time Realty in Westlake Village, Caliit’s very clear. I interesting treat single transact Escondido. I was a stay-at-home mom, ability to every focus on her custome so I could real estate full time,” he beloved recalls “but I decided meet some of the most people I’d ne of service and we build college a connection with sell them for“When the long-term,” family. statement. His focus and targete started a estate little bit itof work with her. I isn’t about It’s them fornia brings to be thethere real estate game it’s a ifpurchase, lease, a sale,me. or He avideo, flip, whatev to or getselling my degree, knowing real would for me when I with it dedicated weren’tafor this business.” isabout also comm he says. “Whether buying a Ihome, wedoing focus on making a smooth process. We stay communicative, in the end, wefor for theenjoyed future of his enterprise, Oscar shows noIn signs oftouch slowing on the very best client also ensu finished.” Currently a solid, dedicated roster of the transaction process asinstress-free andforthright enjoyable as foundand Ioverseeing had aa wealth knack itequally andAsreally stay with past clients, ofhave industry knowledge and aproviding buying it myself.” addition topresence her ap raving clients—many of five whom become friends or says. feel inspired to intends to continue his steady in“It’s the years to come. Hebusiness,” other agents, Ramon has spentsoon theearn last years nurturing andbusiness’s buyers and sellers. a clients very serious he available ingrowth thetoSan Diego tial buyers as poss it!” Sara She moved into the busi-service media, sends a monthly newsle sincere desire tosix be a fierce advocate has the ability put her at ease, a skill tha their own licenses.” to parlay his skillset in flipping expandfor his everyone services involved. I building a highly business that hasalso grown exponentially to make it as homes fun as to possible firmly established him ascards, nesssuccessful full-timefor and works as aplans solo agentarea written reaches out b hernow many buyers and sellers. Well has when helping them navigate theand often convolute for clientsthat andincludes build additional value in hisprocess repertoire. For now, he is I’ve done m year after year,atthe result of his conscientious approach that the entire was too easy, then someone who can be trusted to put “I love interactin Big Block Realty where she serves the versed in horse properties in both the process. “Buying a house can be very stressful fo Considering his two decades in the industry, Oscar hasrelationships seen the market’s to serve the aspiring buyers and sellers of his community, one maintaining and growing with allcontent of his past clients. “I his client’s needs front and center in what he enjoys Temecula Valley. When it comes to marketing Angeles Counties, says, “and it’s important that we can kind of jokm various ebbs and flows, staying steadfast throughout. InVentura addition and to hisLos homeowner at a time. talk to all my past clients at least once a quarter,” says Ramon. “If When he’s not working, Ramon enjoys spending time helping gom every single transaction. genial creates tailored media proven adaptability, Oscar also cites branding, ongoing education, and her background as a professional SARA to relieve that.” His Once my aclients getsocial tothem know MARK PATTISON RATLIFF JENNA KAYE you stay in touch, and keep things uncomplicated with how you stay anddecades with family. “Ibusiness, think people become very diseng sheer persistence as some of the hallmark attributes of his business. Finally, looking back over two in the Oscar Tortola Now withyour nine years of experience, a staggerreaches a large number That’s my favorit nature, coupled hisethic, deep resershow jumper allows and her to provide and mywith work they often start relax aofbitp in touch, become biggest cheerleaders, they want to most getabout really busy withfield, their lives,” says.to“You forget “We’re very strong in marketing andthey when clients listSara’s with us, they get comes considers what he values his chosen as well he as some ing 98% of business from repeat and referral throughout her network and beyond. Wh voir of industry knowledge, has endeared him to his many buyers translate to them the very best guidance to her clients looking to invest in horse a good time.” refer business to you.Oscar Manyexplains. of my “When clients have become very goodalongpeople in “I your life.love So what we make a point a full-service marketing budget for each listing,” of the lessons learned the way. really I do it and am to spend ti customers. What keeps her clients coming back and eager ite part of the job? “The relationships I ge and sellers, and his PorchLight Realty has become synonymous clients are almost properties. Her background in construction allows her to facilfriends.” Hisunderstand aforementioned ethic factor that has Ramon likes availagents himself the beautiful sou it comes to buyers, we make sure they the wholework process andis another passionate about growing,” he says. also “To all thetoother outofthere, to spread the word about the amazing service she prosays. “I’m a people person. I love meeti with the very best in real estate guidance in this Southern Calithan they’d imagin itate anything from a ground up spec house, to a light remodel, While many Realtors might point to their paych contributed to his success, something he attributes to his mother. “She beaches, and he is currently learning how to surf. exactly what they’re getting into—especially first-time homebuyers who I want to say: never give up on your dream. There’s no other industry vides? “Iwe build aabout relationship with every client,” she says. and love the fact thatAGENT? I can ofthe aj fornia market. was adynamic single mother working two jobs to take care of her can three kids,” sionate about giving back, does sobe donating to a full blown renovation including additions, landscape, and greatest source ofand job satisfaction, Jenna finds are new4) to the experience. Our is simple: care clients, where you have limitless potential likeI this I’m so and grateful that I bypart CONCIERGE CARE: SERVICES 12) ARE YOU A VALUE-ADDED and whether they’re buying selling, Her we’re there forare them from applied business-minded and drive my Always keep “My clients juststart another or where another deal tobeexperience. Buying a hom saysorRamon. “I always think about what she did fornumber us.a service That’s commissions to to agets charity called World Housing, w When he’s not w even pools. dedication tonot excellent customer has mentality of eacheveryone transaction towork. the most rewarding. “I THAT LURE CLIENTS AND to finish.” moving and pushing.” much of my motivation comes gifts homes to families living in in work Mexico. toher me. take thefrom.” time toand get sellers, to know each every It’s something a lotmy of slums people hard Mark his journey in and real estate one in 2015. “Ithat wanted to with relovisit five internati also endeared to Iher many buyerbegan and her busitionships I form clients,” she says,

RAMON MALDONADO

SARA RATLIFF

MARK PATTISON

JENNA KAYE

CONTENTS

21) 5 TIPS TO GET NEW CLIENTS TRANSFORM YOUR REPUTATION oftothem. gainafter trust by first building a relationship of that and helping to m visited overbut seven cateyear. from where I was,” he explains,with “and I being figured what better ness continues growIyear obvious. “Youpart might startprocess out my client, then Based in coastal La Jolla, sells a wide swath of beautiful, Looking to the future, Ramon plans on continuing to g them.” Sara Ramon focuses on service rather than sales. “I’m ful for my clients.” place to do real estate than in San Diego? So I you’re gotMISTAKES mymy license, my friend, family.” back to his comm 25) 5 While SOCIAL MEDIA sunny southern California, encompassing all price points. a and his team, while sacrificing none of the stellar 8) 3 WAYSJenna, JOINING A helping them with one of their largest financial decisions,” and couple people Ithat had ESTATE met me on as a buyer’s agent, Mark and severalco who grew up with horses and of parlayed into brought a REAL AGENTS MUST AVOID significant portion of his business is based on repeat and referred that has become his calling card. Though he easily c PROFESSIONAL ORGANIZATION she “I takewhich that very seriously.” clients In her cherished free time, Sara enjoys and Bigspending Sistersspe oft is how I learned the ropes of therave business.” Anot quick learner, notable career as says. a professional rider, also seems to Sara’s have been When she’s working, Jenna enjoys customers, Ramon takes a decidedly pro-active approach to cultivatnot content to rest on his laurels. Rather, he plans o that—though they knowswitch she isto busy—they each feel that her family at eleven their her vacation home, obviously, and today he leads his own team that consists of is another benefic pre-ordained to eventually make real estate. “My outside being active with husband andshoppin two CAN MAKE BUSINESS 30) CREATIVE WAYS SAY ingYOUR new clients. “One thing we do athe lot differently than many other work hard atTO providing even better service to hisson cl they are her only client. For the future, she plans to create a team of dog adoption agen agents and two support staff, all of whom are as focused and as entire family is in real estate; after my father retired from the active in her community, and to that end contribu BETTER agents,” he explains, “is that we do a lot of prospecting, jumping on always get better at the things you’re already good at, THANK YOU “That I can really grow the dedicated asand Mark, and share his first”adoption ethos.way events thatbusiness are ope film industry, he went into construction development, my“client animal organization that was instrumenta

Whatowns sets some Sara apart from herproperties peers in the husband andAnimal I retireShelters in 15 years, I’ll stillfac h grandfather also commercial andindustry? my all“IVentura County to a no-kill

believe my generation doing differently when team that I’m working with,” sheher says. Now Phone 888-461-3930 | Fax 310-751-7068 With 75% of his things personal business onthe repeat and referred Looking to HOA. the f uncle is in property development inisNevada… it was inev- based sits on board of the local school and

comes to real estate. IMark become a friend to my clients, right. goal and oneimpresthat, with her talent real and est both hisfor team clients, is clearly doing This itable to enditup in real estate or development one way orsomething

mag@topagentmagazine.com | sive www.topagentmagazine.com becoming involved in their lives theirexplained, famiher sures top-drawer client level of client loyalty is best hetobelieves, ondreams the another,” explains Jenna. Ultimately giving in toand her with family’s Lookinging theclients’ future, Jennacome planstrue, to she’s continue

systems he and team haveprior established to sure each like to a real to get her learn license,inshe finally did so his in 2013 after the business providing her buyers andhave sellers w No portion of this urging issue may be To reproduced any manner whatsoever without consent of theand publisher. Topdeal Agent more about Oscar Tortola , make proceeds as uneventfully as “It’s really about theofway wor birth by of Feature her second son, andGA, hit theAlthough ground running. “My first customer service that has“Agents becomewho synonym Magazine is published Publications Inc. precautions arepossible. taken totional ensure the accuracy published CoronaHousesForSale.com, email Oscar@OscarTortolaGroup.com, visit gotofallmy thec we’ve everything,” hefacts explains. “When aremake part sureWe’ve materials, Top Agent Magazine cannot be heldmy responsible for opinions expressed or supplied bygoing itsyou authors. deals were actually with horse streamlined people,” she says. “Most name. “I’m to that all www.facebook.com/coronahousesforsale To subscribe or change send inquiry to mag@topagentmagazine.com. of a or teamvisit thatI does manyhorse transactions wehere. do, it’s important of call myaddress, clients are 733-2040, still horse people, and do many easyasan experience as possible;people. I will That’s alwayswh pu (951) hisasas Facebook page to provide a smooth transaction. We’ve got she everything Published in the U.S. properties as I can.” first,” says. down to www.www.

the point that the second that it enters into escrow, we have the

Copyright Top Agent Magazine For more information about Ramon , entire process laid out. That makes it easy for the client.”Maldonado Top Agent Magazine Jenna works solo at the moment, but is quick to praise Rodeo 3

Realty for the please expert and enthusiastic provide. call 619-support 791-they 9226 or email Ramon@RamonSells.com Theenthuses. perfect five-star overall “Our manager is awesome,” she “When they sayrating we he and his company have on

Concierge Care: Services that Lure Clients and Transform Your Reputation It’s a no-brainer: customer service is central to success in the real estate industry. While properties may be the product, this industry really revolves around people and the relationships you cultivate along the way. With that in mind, how would you describe the service you provide? If solid service is the baseline, then to set yourself apart you must deliver service that’s exceptional. But, how? Returning calls and displaying a friendly face won’t necessarily separate you from the pack. If you really want to take your customer service to the next level and build a reputation for white-glove, concierge-level courtesy, then keep a few of the following tips in mind as you create a professional style that’s completely bespoke. 4

Make your communications matter For many agents, communication during and after a transaction are perfunctory affairs, with one-sizefits-all newsletters or promotional postcards that feel mass-produced. To really grab the attention of your clientele, you’ll want to build a recognizable brand. To accomplish this, begin by adding value to your regular communications. Clients are likely to bypass your communications if they think your only intent is to sell them something. Focus instead on creating content that’s compelling and dishes out value to your clientele. Just like a favorite blog you revisit again and again for its quality content, con-

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sider your communications as an extension of your brand and identity. A few popular ideas from which clients can derive value include: local restaurant guides, tax tips for homeowners, reports on home values and the marketplace, or highlighting home décor and landscaping trends. Make your communications readable and useful, and your clients past and present will think twice before skipping past your name.

Showcase the lifestyle Clients remember when you go the extra mile, and that additional effort distinguishes run-of-the-mill agents from high-powered professionals. Whether listing or buying, consider a property’s lifestyle. First, think about a client’s everyday experience. Where’s the best breakfast spot nearby? How’s access to public transportation or bike paths? Which outdoor recreational opportunities exist in the area? Where might your client swing by for coffee? Neighborhood guides that outline the livability of a home and its area not only boost value and highlight potential, but they also demonstrate your ability to think outside the box and connect on a personal level. After all, a home isn’t just a house; a home is all about the daily experience that unfolds within and beyond those four walls. With that in mind, do your homework and make yourself a local expert. Your clients will feel they’re in good hands and will better envision their future unfolding, all thanks to your thorough legwork.

Customize your approach to clients As an agent, it’s only natural that you build your own daily routines and practices that keep your business running. While it’s necessary to create positive habitats that streamline your workflow, it’s also important to remain adaptable. For instance, Millennial clients may prefer to chat by text, instant Top Agent Magazine

message, or email, whereas older clientele may prefer face-to-face time or connecting by phone call. Adapting your communication style is as simple as a brief discussion: ask your client how they prefer to communicate and adapt accordingly. While it may seem like a small matter, it provides clients with a sense of comfort and control. Again, the key here is communication. Talk with your clients about their preferred methodology. Maybe they prefer a marathon house-hunting trek on a weekend day, or perhaps they rather sift through listings online before making in-person visits to a narrowed list. It’s okay to encourage clients or fill them in on industry norms, but it’s important to create an experience that’s tailored to their style and personality.

Authentically seek feedback While it may feel uncomfortable, asking for feedback during and at the end of a transaction can dramatically improve your working style and professional blind-spots. It can also help you adapt your working style to better suit your respective clients. Of course, it’s important to be open-minded and to quash the need to be defensive. Not all feedback will be useful, but you can incorporate the parts that are. This not only grows your skillset, but it also demonstrates to clients that you are open to constructive criticism and sincerely prioritize a job well done over personal praise. As a bonus, positive feedback can be parlayed into client testimonials, which are incredibly useful tools to boost your business on the whole. It’s no secret that real estate is a busy, self-determined business. While your client care may feel all accounted for, there is always room to grow. Professionals at the top of their field know this and never stop building out their repertoire. If you want to take your business to the next level and create an imprint that’s synonymous with concierge care, then keep these ideas in mind as you build your relationships and your brand.

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RAMON MALDONADO Top Agent Ramon Maldonado – Lead of Pacific Sotheby’s International Realty’s The Maldonado Team in La Jolla, California – is a powerhouse of a real estate advisor. His focus on providing his clients with exceptional service, coupled with his in-depth industry knowledge and an indefatigable work ethic, have cemented his reputation as a Realtor who can be consistently trusted to place his client’s needs front and center during every transaction. Ramon professes a lifelong fascination with the industry. “I always had an interest in architecture, and during college I actually did some work for some real estate agents. I actually almost dropped out of college so I could sell real estate full time,” he recalls “but I decided to get my degree, knowing real estate would be there for me when I finished.” Currently overseeing a solid, equally dedicated roster of five other agents, Ramon has spent the last six years nurturing and building a highly successful business that has grown exponentially year after year, the result of his conscientious approach that includes maintaining and growing relationships with all of his past clients. “I talk to all my past clients at least once a quarter,” says Ramon. “If you stay in touch, and keep things uncomplicated with how you stay in touch, they become your biggest cheerleaders, and they want to refer business to you. Many of my clients have become very good friends.” His aforementioned work ethic is another factor that has contributed to his success, something he attributes to his mother. “She was a single mother working two jobs to take care of her three kids,” says Ramon. “I always think about what she did for us. That’s where much of my motivation comes from.” Based in coastal La Jolla, Ramon sells a wide swath of beautiful, sunny southern California, encompassing all price points. While a significant portion of his business is based on repeat and referred customers, Ramon takes a decidedly pro-active approach to cultivating new clients. “One thing we do a lot differently than many other agents,” he explains, “is that we do a lot of prospecting, jumping on

the telephone and calling people. We chase the business instead of just waiting for the business to come to us.” Ramon is a consummate marketer of his listings, and works hard to make sure each property is presented in its best light. Initial walkthroughs with clients are followed by the best professional photography available, and staging when necessary. Open houses are also utilized to great effect. A robust internet presence and expert employment of social media platforms ensure that his listings are seen by as many potential buyers as possible, almost always resulting in a quick sale for top dollar. Thought the financial rewards of his chosen profession can be considerable, it is the more personal side of the industry that provides Ramon with the most job satisfaction, and his primary motivation. “I really care about my clients,” he says, his sincerity obvious. “I get to meet some of the most interesting people that I’d never cross paths with if it weren’t for this business.” He is also committed to making the transaction process as stress-free and enjoyable as possible for his buyers and sellers. “It’s a very serious business,” he says, “but I try to make it as fun as possible for everyone involved. If the client feels that the entire process was too easy, then I’ve done my job right.” When he’s not working, Ramon enjoys spending time with his fiancé and with family. “I think people become very disengaged when they get really busy with their lives,” he says. “You forget about important people in your life. So we make it a point to spend time with them.” Ramon also likes to avail himself of the beautiful southern California beaches, and he is currently learning how to surf. He is also passionate about giving back, and does so by donating a portion of his commissions to a charity called World Housing, which builds and gifts homes to families living in slums in Mexico. Looking to the future, Ramon plans on continuing to grow his business and his team, while sacrificing none of the stellar customer service that has become his calling card. Though he easily could, Ramon is not content to rest on his laurels. Rather, he plans on continuing to work hard at providing even better service to his clients. “You can always get better at the things you’re already good at,” he says.

For more information about Ramon Maldonado, please call 619 -791- 9226 or email Ramon@RamonSells.com 6

Cornerstone Mortgage Group is proud to congratulate

Ramon Maldonado

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

Sean Cahan | President | NMLS: 309034 619-519-3780 Cstonemortgage.com

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3 Ways Joining a Professional Organization Can

Make Your Business Better Any real estate professional worth his or her salt knows that relationships are everything in this industry. Of course, it’s essential to cultivate connections with your in-office colleagues and your clientele—but there’s even more to be done when it comes to building meaningful professional relationships on a larger scale. How can you make the most of your sphere of influence? The answer lies in professional organizations.

These institutions vary in breadth and scope— from the local chamber of commerce and state-level organizations geared toward young professionals, to nationwide groups like the National Association of Realtors. No matter which avenue you pursue, these organizations and the professionals therein can add tremendous value to your business and professional repertoire. Not quite convinced? Consider a few of the benefits below to understand how just how influential a professional organization can be when doing business in the modern marketplace.

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1. Expand your skillset. It’s hard to argue that continuing education and professional development aren’t worthwhile causes. One of the little-known values of joining a professional organization is that there are countless opportunities to boost your talent through free or subsidized skill-building events, workshops, and speaker series. Seminars, coaching events, opportunities to volunteer, and conferences are just a few more ways that professional organizations put you in the right position to learn from others, or advance your understanding of the industry. In real estate, staying ahead of the curve is crucial to the longevity of your business. By joining a professional organization, you’ll not only have the chance to learn from industry veterans, but to also take advantage of indispensable resources that set you apart from the real estate pack.

2. Simplify your networking experience The obvious benefit of joining a professional organization is the chance to meet and network with fellow agents and industry pros. But, have you ever considered how commonly networking comes into play in the real world? On the local and state level, the real estate scene isn’t as big as one might imagine. This means you’ll cross paths with all sorts of agents, lenders, home inspectors, title company representatives, contractors, developers, investors, and more. Positioning yourself within a professional organization not only fortifies your reputation to the outside world and to those in your industry, but it also makes it easier to strike up conversations or navigate deals. How so? A professional organization Top Agent Magazine

creates a baseline of common knowledge and trust when doing business with those inside or aware of your organization. Likewise, when reaching out to an agent or lender who you’re not familiar with, you can mine your professional organization for related contacts that give you a sense of who you’re doing business with or how to make the transition progress smoothly.

3. Utilize a support system While advancing your career is a worthwhile motive when joining a real estate professional organization, also consider the mental benefits of fellowship with industry colleagues and local entrepreneurs. Rather than carting your anxieties home at the end of the day, you can lean on professionals moving through the same ranks. What’s more, you can turn to others in your industry for advice, commiseration with frustrations, or help sourcing a solution for a particular problem they may have experienced and overcome in the past. Even talking shop with likeminded pros can relieve stress and refresh your perspective—perks that are just as valuable as an updated contact sheet. The old saying stands true: if you want to go fast, go alone; if you want to far, go together. In that vein, professional organizations can make all the difference when it comes to a career that doesn’t burn out. Try connecting with a professional organization that you find inspiring—whether its mission is focused on volunteer work, industry developments, or peer mentorship. No matter which path you pursue, remember that no man is an island and the benefits of joining a professional organization can transform you and your enterprise for the better.

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OSCAR TORTOLA Back in 1999, Oscar Tortola was on the hunt for his next challenge. His wife, an experienced escrow officer, encouraged him to try his hand at real estate. Applying the fortitude earned during his years in the United States Marine Corps, Oscar decided to make the leap and earn his license. Nearly twenty years later, he has established himself as an accomplished professional with an ambitious vision and a reputation for results. What’s more, he guides clients with a working style defined by integrity, follow-through, and dogged persistence. Today, Oscar heads a tightknit team that serves his hometown of Corona, in addition to Lake Elsinore and the wider Southern California region. Together, Oscar and the Oscar Tortola Group prioritize lasting relationships, market adaptability, and an efficient workflow. Accordingly, a robust 40% of business is generated by repeat and referral clientele, while last year saw Oscar and his team close roughly $45 million in production. This year, they are already on track to exceed that figure by a significant margin, a feat that’s due in no small part to Oscar’s systematic approach to the transactional process. “We offer clients a high level of service and we build a connection with them for the long-term,” he says. “Whether buying or selling a home, we focus on making it a smooth process. We stay communicative, and in the end, we have raving clients—many of whom become friends or feel inspired to earn their own licenses.” Considering his two decades in the industry, Oscar has seen the market’s various ebbs and flows, staying steadfast throughout. In addition to his proven adaptability, Oscar also cites branding, ongoing education, and sheer persistence as some of the hallmark attributes of his business. “We’re very strong in marketing and when clients list with us, they get a full-service marketing budget for each listing,” Oscar explains. “When it comes to buyers, we make sure they understand the whole process and exactly what they’re getting into—especially first-time homebuyers who are new to the experience. Our dynamic is simple: we care about clients, and whether they’re buying or selling, we’re there for them from start to finish.”

Delving deeper into his approach to listing, Oscar leaves no detail unaccounted for when prepping homes for market—from completing repairs and touch-ups that add value, to leveraging professional photography that makes a striking first impression. “We take all the steps necessary to properly prepare houses for listing,” he explains. “We make sure everything is ready so that when we hit the market, the presentation is on point and the results follow.” After homes are sufficiently prepped, Oscar leverages the power of social media and the leading online listing platforms to generate maximum exposure. In a marketplace as hot as Southern California’s, Oscar’s preparedness ensures that homes differentiate themselves and yield ideal results in short order. Outside the office, Oscar gives back to causes close to his heart, including organizations that support fellow veterans and the Leela Project, which supports teenage boys in foster care. He and his team also participate in Keller Williams’ trademark Red Day, where agents take to the community to give back in a hands-on capacity. In his remaining free hours, Oscar most enjoys the chance to unplug and spend quality time with his beloved family. As for the future of his enterprise, Oscar shows no signs of slowing and intends to continue his business’s steady growth in the years to come. He also plans to parlay his skillset in flipping homes to expand his services for clients and build additional value in his repertoire. For now, he is content to serve the aspiring buyers and sellers of his community, one homeowner at a time. Finally, looking back over two decades in the business, Oscar Tortola considers what he values most about his chosen field, as well as some of the lessons learned along the way. “I really love what I do and am passionate about growing,” he says. “To all the other agents out there, I want to say: never give up on your dream. There’s no other industry where you can have limitless potential like this and I’m so grateful that I applied a business-minded mentality and drive to my work. Always keep moving and pushing.”

To learn more about Oscar Tortola, email Oscar@OscarTortolaGroup.com, visit CoronaHousesForSale.com, call (951) 733-2040, or visit his Facebook page here. www.www.

www.facebook.com/coronahousesforsale

The Sosimo Avila Jr. Team is proud to congratulate

Oscar Tortola

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

Sosimo Avila Jr.

Mortgage Loan Originator | NMLS #1511489 O: 949.264.7085 | C: 949.791.7429 sosimo@sosimoavila.com searchhomeswithsosi.com www.

100 Spectrum Center Dr., Suite 750, Irvine, CA 92618

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Are You a Value-Added Agent?

I’ll bet if I asked ten real estate agents, all ten would answer ‘yes’ to that question. Yet, when I ask agents how they are value-added, they say things like: • I communicate regularly with my clients. • I have a written listing presentation. • I am honest. • I am trustworthy. Are these ‘value-added’ attributes? Or, does the client expect these attributes and services? 12

Are these exceptional services or average services? I’m writing this article at the beginning of a New Year. It’s a perfect time to re-assess your professionalism and master being that ‘value-added’ agent.

Client Expectations are Higher than Ever Unfortunately, too many real estate agents assume they are ‘value-added’ because they are providing the services they want to provide— Top Agent Magazine

the services they think the client values. However, there’s a real client out there, and the client has different expectations. How do I know that? Because so few agents regularly survey their clients. In fact, when I’m speaking to an audience, I survey them, and find that less than 25 percent gather after-sale surveys! So, the majority of agents don’t know if the services they are providing are average or exceptional.

Why Bother Being Exceptional? • Because you want to set yourself apart. • You want to create client loyalty. • You want to create at least 50 percent of your business from client referrals (the latest National Association of Realtors survey Profile of Members found that the average Realtor got only 18 percent of their business from referrals. That’s a hard and expensive way to run a real estate business! • Because you want to run a more pleasant, profitable business.

Four Actions Value-Added Agents Take How can you identify value-added agents? By their actions. Here are four actions I believe show agents that are above just ‘average’. The principle here is:

Watch the actions, not the words. If I were a manager, or a seller or a buyer, and I wanted to find a value-added agent, here’s what I would look for: Top Agent Magazine

1. Has a database and populates it This agent is committed long-term to his clients and to his business. He uses a contact management program (CRM) to manage ‘leads’, so none are lost — and clients do not feel neglected. After all, it takes much longer today to convert a ‘lead’ to a sale than it used to take. Actively using and maintaining a CRM means the agent is committed to forming long-term professional relationships over time. Other demonstrable actions concerning the agent’s CRM are: • Has a rapid-response method to deal with Internet inquiries and other inquiries via email. (The average client expects a response within eight hours—but a recent survey showed the average agent responded in 50 hours!). • Has a method to follow up on all leads until they ‘buy or die’. As a client, that means I won’t get lost. As a seller, it means my agent will follow up with all leads and give it 100 percent to sell my home. 2. Invests in the technology and follow-up pros have This agent makes every decision based on their vision of their career at least three to five years in the future. For example, instead of selling someone a house anywhere just to get a sale, my value-added agent sells only in an area they define as their ‘target area’. That way, they’ll get known, and can build on their reputation. The value-added agent has the ‘guts’ to turn down business! Because they care more about the well-being of the client than getting one grimy commission check, they learn to 13

‘tell the truth attractively’, and work harder to retain the client than to make one commission.

Adding those Client Benefits to your Dialogue

3. Works for referrals, not just sales I said the agent learns to ‘tell the truth attractively’, even if the buyer or seller may not want to hear it. For example, if it’s in the best interests of the seller to list their home at a lower price, the value-added agent has the strategies and the statistics to prove that the seller won’t be well served by pricing higher.

Of course, it’s not enough to actually take these actions. You need to explain to the client why these actions are in their best interests, and how you stand apart from most agents by employing them. Why? Because your client won’t know you run your business so professionally. And, the client probably doesn’t know most agents don’t run their businesses this way!

And, this value-added agent has the intestinal fortitude to walk away if they know the home will not sell at the client’s desired price (but doesn’t have to too many times because they create a stellar reputation amongst their clientele).

TIP: Always show your clients, don’t just tell them. You do have a Professional Portfolio and evidence on your website, don’t you?

4. Keeps the buyers and sellers’ best interests in mind Our value-added agent makes every decision to grow trust, not just to make a fast buck. For example, the agent sits down with a prospective couple and finds out they can’t purchase right away and creates a plan with them to save for their down payment. Then, the agent keeps in touch over a period of months, offering helpful information and market updates.

Put Yourself to the Test

How many of these actions P. S. Managers and team leaders—two tips do you exhibit? What do you want to work on to become a true 1. Call each of your agents’‘value-added’ phone mails. What’s the impre agent? Are they professional? Do they state the company n TIP: represent your culture and image? Managers, give your agents a 2. Create a quick class in phone messaging using the ‘test’ on these four points. In other words, this agent practices seller or buyHow many pass? this blog. er agency representation, not ‘agent agency’!

Carla Cross,CRB, CRB, MA, is theoffounder andSeminars, president Carla Cross & Carla Cross, MA, President Carla Cross Inc.,ofand Carla real management and sales. Herspecializing internationally s Crossestate Coaching, is an international speaker in realbest-selling estate management and Running business planning for all professionals. agents, Up and in 30 Days, is real nowestate going into its 5thHer edition sevenexperience internationallyas published books, including Up and Running in 30 Days , vast a top-selling agent and award-winning manage and 20 agent and management programs have helped thousands of real sales podium, blending her musical background with her proven estate professionals to the greater productivity and teaches profitability.someone Reach Carla strategies (she uses piano AND even to at play—f 425-392-6914 or www.carlacross.com. and practical). Find out more at www.carlacross.com. 14

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Gabriela Bermudez Top Agent Magazine

GABRIELA BERMUDEZ Gabriela Bermudez was in college studying to be a CPA in the late 90s when she realized she wanted a career that would allow her to work more closely with people. When her then-boyfriend (now husband) suggested she might want to look into real estate she hesitated, thinking perhaps she was too reserved to be in sales. But she gave it a try and soon found she had a true talent for the industry. 16Copyright Top Agent Magazine

She received her broker’s license in 2004. She’s now the owner/operating broker of Las Lomas Realty, which provides the full range of real estate services including escrow services. Gabriela leads a team of 10 licensed real estate agents and four support staff. She’s now been serving the South Bay area for over twenty years. “I like to concentrate in the area that I know so well, so I can proTop Agent Magazine

AFTER BEFORE

vide better service to my clients and can react quickly to their needs,” she says. Gabriela likes to provide attentive, boutique service so that each of her clients feels like her only client. This has resulted in over 80% of Top Agent Magazine

her business coming from repeat clients and referrals. “That shows me I’m doing something right,” she says with a smile. What sets Gabriela apart from other agents in the area? “I’m committed to my clients and I personally handle every aspect of their deal. I don’t Copyright Top Agent Magazine17

delegate my clients to my support team. I provide my clients with the knowledge and expertise I have obtained through the years.” Gabriela has strong communication skills and quickly builds trust with her clients. “I think that’s why they keep coming back,” 18Copyright Top Agent Magazine

she says. It’s easy for Gabriela to stay in touch with past clients. “During the transaction I support them and we become friends,” she says. She keeps in touch with them via social media, and reaches out by phone, always calling to say thank you when they refer a friend or family member. To prepare a property for listing, Gabriela conducts a pre-inspection to determine what Top Agent Magazine

needs to be done to the property to ensure it can net the highest possible value. She talks to clients to understand their specific needs, and helps them stage the property so that it looks its best. To market the property, she lists it on the MLS and multiple real estate websites and spreads the word through networking groups. She also conducts a thorough campaign via social media and hosts well-attended open houses. Top Agent Magazine

After working with Gabriela, her clients rave about her honesty and her client-focused approach. They also appreciated her friendliness, professional expertise, and open communication style. “I give all my clients the same quality of service, whether they are buying or selling a house worth $300,000 or $1 million,” she explains. “For me, it’s not just about the money. It’s about helping them achieve their goals.” Copyright Top Agent Magazine19

What’s Gabriela’s favorite part of the job? “I like working with homebuyers and seeing their smile when I hand them the keys to their new home. When a client refers a family or friend to me, I love it because it tells me I am doing something right,” she says. “I also take pride in being a Hispanic female entrepreneur. I see that as being a big accomplishment.” Since 2008, she’s been investing in her own property portfolio, which has given her valuable experience she can share with her clients. To give back to the community, Gabriela donates to the

local children’s hospital, local schools, and her church. In her cherished free time, she loves to exercise and go for long walks on the beach. “That allows me to gather my strength and to structure my thoughts,” she says. She also has a passion for traveling outside the U.S. and learning about other cultures. She’s recently been to Japan and Peru. For the future, Gabriela plans to continue growing and developing her business, while maintaining the high quality of service she provides to her clients. Now that’s a goal her clients will surely appreciate!

To find out more about Gabriela Bermudez, email gaby@laslomasrealtyinc.com, call 310 - 874 - 8928, or visit laslomasrealtyinc.com www.

20Copyright Top Agent Magazine

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5 Tips to Get New Clients If you’ve been in the industry for a while, you’ve probably built up a healthy percentage of repeat and referral business. Although it can be tempting to just maintain those relationships rather than generating new business, there’s something to be said for staying on top of Top Agent Magazine

your game by never resting on your laurels. Actively pursuing new clients is not only a way to generate more business, but depending on how you do it, it could even lead to a profitable new niche. Here are just a few ways to build up your new client base. 21

Become a referral partner with industry peers

Cold Call Expired and FSBO Listings

Everyone from mortgage lenders, to financial planners, to insurance agents, can be potentially lucrative referral partners for a Realtor®. You may already have great relationships with some that just need to be more formalized. But, you don’t just want to partner with anyone, make sure these are people you also feel completely comfortable referring your clients to - people who share your values and work ethic.

Another avenue to consider is divorce attorneys – yes, you heard that correctly. Helping people go through this difficult period actually requires a very specific skill set. You need to be able to handle the legal aspects, as well as the emotional ones. There are numerous training courses you can take if you decide to take this route, which could end up being a lucrative and much-needed specialty.

This is a route a lot of agents take when they are just starting out, that usually leads to great success. You probably haven’t cold called since you started out, and this is a great skill to build up again. It will not only sharpen your sales skills, but could generate a lot more business. People with For Sale By Owners (FSBOs) and expired listings, are usually very motivated to sell. This is a great chance for you to really hone in on why they need to hire you. Do you offer innovative marketing plans? Access to a large sphere of influence? Expired listing clients are looking for ways to sell a property that seems impossible to move. With FSBOs, you need to show them how you can get them more money in their pocket, even

with paying you a commission. Pursuing both will really engage your mind to think outside of the box, which will not only get you more business, but make you better at what you do. Top Agent Magazine

Partner up with a Relocation Company

Become a Builder’s Realtor® of choice

This is another niche market that you can really capitalize on if you want to pursue a new specialty. But, it is a specialty, so getting educated on the process will help you generate the business you want. It’s a complicated area of real estate, you’ll often

times be helping to facilitate dual transactions, as you try and secure a property at the same time you are helping your relocation client sell their previous home. This specialty is becoming an in-demand skill in areas that have major corporate headquarters.

This can be a real score for any Realtor®. The competition might be fierce to land a client like this, but there are numerous ways to make yourself stand out from the rest. Gain certifications and become knowledgeable about the construction process. Be wellversed on what trendy materials, features, and finishes will add value to a property. Get the builder on board with you by offering to take just a segment of the subdivision then wow them with your marketing skills. Take on properties they haven’t been able to sell. You can even offer to throw an open

house for them. This is another way to show them the level of service they can expect from you. These clients might be harder to land, but the payoff will be enormous.

Create a Website that Offers Real Value to Potential Clients

Perhaps the most useful way of getting contact information for people looking to sell is by adding a home valuation feature to your website. When people are first considering selling their home, finding out how much

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it is worth is one of the first questions they want answered. By becoming a resource to potential clients (and current clients!), you just might be the first person that comes to mind when they’re actually looking to sell. 23

JENNA KAYE Top Agent Jenna Kaye of Rodeo Realty in Westlake Village, California brings to the real estate game a wealth of industry knowledge and a sincere desire to be a fierce advocate for her many buyers and sellers. Well versed in horse properties in both the Ventura and Los Angeles Counties, her background as a professional show jumper allows her to provide the very best guidance to her clients looking to invest in horse properties. Her background in construction allows her to facilitate anything from a ground up spec house, to a light remodel, to a full blown renovation including additions, landscape, and even pools. Her dedication to excellent customer service has also endeared her to her many buyer and sellers, and her business continues to grow year after year. Jenna, who grew up with horses and parlayed that into a notable career as a professional rider, also seems to have been pre-ordained to eventually make the switch to real estate. “My entire family is in real estate; after my father retired from the film industry, he went into construction and development, my grandfather also owns some commercial properties and my uncle is in property development in Nevada… it was inevitable to end up in real estate or development one way or another,” explains Jenna. Ultimately giving in to her family’s urging to get her license, she finally did so in 2013 after the birth of her second son, and hit the ground running. “My first deals were actually with my horse people,” she says. “Most of my clients are still horse people, and I do as many horse properties as I can.”

know exactly what they’re getting with me. There are no gray areas, it’s very clear. I treat every single transaction – whether it’s a purchase, a lease, a sale, or a flip, whatever – as if I’m buying it myself.” In addition to her forthright approach, Jenna has the ability to put her clients at ease, a skill that is invaluable when helping them navigate the often convoluted transaction process. “Buying a house can be very stressful for people,” she says, “and it’s important that we can kind of joke around a bit to relieve that.” Once my clients get to know my personality and my work ethic, they often start to relax a bit and we have a good time.” While many Realtors might point to their paychecks as their greatest source of job satisfaction, Jenna finds the personal side of each transaction to be the most rewarding. “I like the relationships that I form with my clients,” she says, her sincerity obvious. “You might start out my client, but then once you’re my friend, you’re my family.” When she’s not working, Jenna enjoys spending time anywhere outside being active with her husband and two sons. She is also active in her community, and to that end contributes to a local animal adoption organization that was instrumental in converting all Ventura County Animal Shelters to a no-kill facility. She also sits on the board of the local school and her HOA. Looking to the future, Jenna plans to continue growing her business and providing her buyers and sellers with the exceptional customer service that has become synonymous with her name. “I’m going to make sure that all of my clients have as easy an experience as possible; I will always put their needs first,” she says.

Jenna works solo at the moment, but is quick to praise Rodeo Realty for the expert and enthusiastic support they provide. “Our manager is awesome,” she enthuses. “When they say we can call them at 2 am, they really mean it. It literally feels like a family.” Jenna farms the Santa Rosa Valley, which includes the upscale communities and rural properties of Thousand Oaks, Moorpark and Camarillo, though she has sold a wide swath of Los Angeles, from Hidden Valley to Somis, Malibu to Calabasas, West Hills to The Wilshire Corridor, down the coast in Long Beach and everywhere in between. “I go wherever I need to go for my clients,” she explains. With the majority of her business based on repeat clients and referrals, Jenna has made a name for herself as an agent who can be trusted. “I’m a straight-shooter,” she says, by way of explaining this impressive level of client loyalty. “My clients 24

For more information about Jenna Kaye, please call 818 - 307 - 9679 or email JennaKaye@RodeoRE.com Copyright Top Top Agent Agent Magazine Magazine

SOCIAL MEDIA MISTAKES

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

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1 Using it to Vent

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

Lack of Consistent Branding

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

3Not Posting Enough

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

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

Not interacting With Your Followers

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

Not Sharing or Linking to Others

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

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MARK PATTISON To call Realtor Mark Pattison a Top Agent is, possibly, a great understatement. His dedicated focus on providing the very best client service available in the San Diego area has firmly established him as someone who can be trusted to put his client’s needs front and center in every single transaction. His genial nature, coupled with his deep reservoir of industry knowledge, has endeared him to his many buyers and sellers, and his PorchLight Realty has become synonymous with the very best in real estate guidance in this Southern California market. Mark began his journey in real estate in 2015. “I wanted to relocate from where I was,” he explains, “and I figured what better place to do real estate than in San Diego? So I got my license, and couple of people I had met brought me on as a buyer’s agent, which is how I learned the ropes of the business.” A quick learner, obviously, and today he leads his own team that consists of eleven agents and two support staff, all of whom are as focused and as dedicated as Mark, and share his “client first” ethos. With 75% of his personal business based on repeat and referred clients, Mark is clearly doing something right. This impressive level of client loyalty is best explained, he believes, on the systems he and his team have established to make sure each deal proceeds as uneventfully as possible. “It’s really about the way we’ve streamlined everything,” he explains. “When you are part of a team that does as many transactions as we do, it’s important to provide a smooth transaction. We’ve got everything down to the point that the second that it enters into escrow, we have the entire process laid out. That makes it easy for the client.” The perfect five-star overall rating he and his company have on Zillow.com (on which site he is a Premiere Agent), and the staggering number of perfect reviews that comprise that rating are a testament to the appreciation his clients feel for his services. Among the glowing testimonials is this one: “Mark made my first time home buying experience truly wonderful! He is a great agent and helped me in every way to make the process seamless. He is very reliable, communicative, patient and knowledgeable. He was able to answer all questions I had in a very timely manner, and provided all the facts and data I needed to help make informed and important decisions.” A multi-pronged, comprehensive approach to marketing his listings has also played a role in Mark’s continuing success and stellar reputation. The work done by his in-house marketing and Top Agent Magazine

operations team ensures that the listing is camera and open-house ready by the time it hits the market. Professional photography and video, targeted Facebook advertising and a robust internet presence also ensure that his listings are seen by as many potential buyers as possible. “I love interacting with my clients,” says Mark, when asked what he enjoys most about what he does for a living. “I love helping them go from one step in the transaction to the next. That’s my favorite part, because I get to use my experience to translate to them how it is most likely going to play out. My clients are almost always surprised by how much easier it was than they’d imagined it would be.” When he’s not working, Mark enjoys traveling. His goal is to visit five international destinations annually, and to date he has visited over seventy countries. He is also passionate about giving back to his community, both personally and via PorchLight. Mark and several of his team are also involved with Big Brothers and Big Sisters of America. Stepping Stone sober living facility is another beneficiary of his philanthropic efforts, as is a local dog adoption agency. His company also hosts real estate advice events that are open to the local community. Looking to the future, Mark’s plan is to continue growing both his team and his business, while sacrificing none of the top-drawer client service that has become his stock-in-trade. “I’d like to have a really solid group of twenty agents,” he enthuses. “Agents who work really hard and take care of the community. We’ve got all the systems in place, all we have to do is add the people. That’s what I’m really looking forward to.”

For more information about MARK PATTISON, please call 619 - 777 - 9092 or email Mark@PLRealtySD.com Copyright Top Agent Magazine 29

Creative Ways to Say Thank You

Most top real estate agents find ways to welcome their clients to their new home. A common theme is a bottle of wine and some wine glasses for that first post-threshold toast, or a bouquet of flowers to brighten up that empty living space until the furniture arrives. But are you truly being as creative as you can with your appreciation? Here are some innovative gift ideas that will truly keep you front of mind with your valued customers and assure their gratitude and repeat business, not to mention a slew of referrals.

1. How about a streaming video device, like a Roku

or Amazon Fire Stick? There’s a good chance your clients will not have their cable service up and running for a few days, and this is an excellent way for them to enjoy their television before they get that connection going. Bundle it up in a basket with some DVD’s for the kids, and don’t forget all necessary cables.

2. Matching bathrobes and Bath kits: Fleece or ter-

rycloth bathrobes and a basket filled with highend his and her body scrubs, bubble bath and other luxurious pampering items can make the first night in a new home feel like a check-in at a fabulous resort and make the memory of that first night one to cherish. Again, don’t forget the kids!

3. Arrange a catered meal from a local vendor. As-

certain in advance dietary preferences and restrictions, and have a wonderful, healthy meal delivered on move-in night. To complete the magic, provide brand new plates, silverware and glassware to serve it all on.

4. For homes with swimming pools or Jacuzzis, a

stack of fluffy pool towels is always appreciated and will be used by family and friends for years to come. Additionally, acrylic stemware for celebrating safely can be provided alongside them.

5. If it’s winter time and the home has a fireplace, make sure there’s plenty of wood to burn. Some fireplace accessories and a log holder will certainly make your clients appreciate you on every chilly night to come.

So when it comes to gifting your buyers, the trick is to be creative. A bottle of wine lasts one night, and the flowers wilt in a few days. Try coming up with something a little more creative that will remain with your clients in their day-to-day lives and remind them of you consistently. The little bit extra you spend to show your gratitude can reap huge dividends when it comes time for your client to purchase a second home or refer a friend. Top Agent Magazine

SARA RATLIFF How did Sara Ratliff become one of the most trusted real estate agents in the Temecula Valley? Sara found her way to real estate through her mother-in-law, who is a top producer in Escondido. “When I was a stay-at-home mom, I started doing a little bit of work with her. I found I had a knack for it and really enjoyed it!” Sara says. She soon moved into the business full-time and now works as a solo agent at Big Block Realty where she serves the Temecula Valley. Now with nine years of experience, a staggering 98% of Sara’s business comes from repeat and referral customers. What keeps her clients coming back and eager to spread the word about the amazing service she provides? “I build a relationship with every client,” she says. “My clients are not just another number or another deal to me. I take the time to get to know each and every one of them. I gain trust by first building a relationship with them.” Sara focuses on service rather than sales. “I’m helping them with one of their largest financial decisions,” she says. “I take that very seriously.” Sara’s clients rave that—though they know she is busy—they each feel that they are her only client. What sets Sara apart from her peers in the industry? “I believe my generation is doing things differently when it comes to real estate. I become a friend to my clients, becoming involved in their lives and with their fami-

lies.” She’s also an excellent communicator, responding promptly to clients’ calls and texts. She’s very honest, always puts her clients first, and prides herself on her customer service and ability to focus on her customers’ needs. “This isn’t about me. It’s about them,” she says. To stay in touch with past clients, Sara uses social media, sends a monthly newsletter, mails handwritten cards, and reaches out by phone or text. When it comes to marketing listings, Sara creates a tailored social media campaign that reaches a large number of potential buyers throughout her network and beyond. What’s her favorite part of the job? “The relationships I get to build!” she says. “I’m a people person. I love meeting new people, and I love the fact that I can be part of a journey that not everyone gets to experience. Buying a home is a privilege. It’s something a lot of people work hard for. I just love being part of that process and helping to make it successful for my clients.” In her cherished free time, Sara enjoys spending time with her family at their vacation home, shopping, and traveling. For the future, she plans to create a team of buyer’s agents. “That way I can really grow the business, and when my husband and I retire in 15 years, I’ll still have a real estate team that I’m working with,” she says. Now that’s a worthy goal and one that, with her talent for real estate and for making her clients’ dreams come true, she’s sure to accomplish!

To find out more about Sara Ratliff, contact her via email at sarasells951@gmail.com or by phone at 951 - 473-6893. You can also check her out online at facebook.com/Sara.Ratliff.RE www.

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