VIRGINIA 4-4-22

VIRGINIA EDITION

3 EASY AT-HOME

DIY PROJECTS COVER STORY

SARAH BICE

TO INCREASE PROPERTY VALUE

EMOTIONAL FLUENCY:

How to Communicate with Clients When Tensions are High

RECONSIDER REFERRAL-ONLY FEATURED AGENT

PAMELA JONES

WHEN PLANNING FOR THE FUTURE

VIRGINIA EDITION

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SARAH BICE

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PAMELA JONES

CONTENTS 4) 3 MENTAL TRICKS THAT WILL TAKE YOUR BUSINESS TO THE NEXT LEVEL 6) RECONSIDER REFERRALONLY WHEN PLANNING FOR THE FUTURE

15) EMOTIONAL FLUENCY: HOW TO COMMUNICATE WITH CLIENTS WHEN TENSIONS ARE HIGH 20) 3 EASY AT-HOME DIY PROJECTS TO INCREASE PROPERTY VALUE

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3 Mental Tricks That Will Take Your Business to the Next Level It’s no secret that running a successful business requires careful planning and a tireless work ethic. Beyond those obvious ideals, it also takes the right mindset in order to capitalize on professional opportunity. In the world of real estate and mortgage lending, mental fortitude is a major component to reaching the next 4

level and achieving longevity in a sector that requires so much self-discipline. With that in mind, we’ve compiled a few key mental tricks you can employ to reinvigorate your working philosophy. Incorporate these techniques into your daily mindfulness routine and your business will surely benefit.

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Visualization helps you work efficiently and keep your cool.

This may sound like one of the oldest tricks in the book, but there’s a reason why Olympic athletes and those serving in first-responder positions use visualization as a time-honored mental technique. Not only does visualizing your daily tasks help you organize your mind, but it amps up your ability to focus on what’s important. Visualization also helps reduce stress in the moment, since you’ve already created a mental expectation of the task ahead. Whether you’re preparing for a negotiation or a pitch to new a client—visualization primes your brain and affords you an extra sense of control as you tackle your day.

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Distill concepts into their simplest terms for ultimate understanding.

As an agent or loan officer, you’re likely juggling numerous clients and commitments on any given day. That’s why it helps to distill your responsibilities in clear, definitive terms. Let’s say you have a meeting set with a client to outline a marketing approach for their property. You may understand the broad strokes, but beforehand, try verbalizing the exact takeaways you’d like to impart to your client.

This may seem obvious, but one of the best ways to clarify your communication and ensure your com-

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plete understanding of a subject is to explain it aloud in its simplest terms. This crystallizes your main point and can come in handy if you drift off-topic or need to double-down on your message.

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Accept that mistakes will be made.

While it’s natural to fear failure, sometimes the dread of making an error can overwhelm your ability to perform. As the saying goes: don’t let the fear of striking out keep you from playing the game.

If you accept in advance that set-backs will occur, challenges will come, and things won’t always go accordingly to plan—you’ll be less confounded when hurdles do arise. What matters is keeping an even keel as you sort through unexpected delays or mishaps. Accepting that mistakes will happen allows you to shift your focus towards a solution or contingency plan. In other words, don’t spend your energy trying to achieve perfection. Aim high and work hard, but be in touch with reality: upsets are bound to occur. Accept this and you’ll be ready when they do.

The path to lasting success is ongoing, and there are bound to be challenges along the way. It takes mental fortitude to make it to the top, so keep these tricks in mind as you continue to grow as a person and a professional. Seeing situations in a new light can make all the difference as you adapt, evolve, and take your business to the next level.

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Reconsider Referral-Only When Planning for the Future

A 100% referral rate is a testament of client happiness. But even a 30% referral rate is proof of client satisfaction. It’s all relative, say some agents. One number pays tribute to past success, which is certainly a story worth telling. But the other might better predict the future. Many agents plan for the idea that 6

working only on referral may not be sufficient during slower times of the year, in a down market, or when an agent needs to expanding into a new sector.

Unless you are clairvoyant enough to flawlessly predict every market change or every

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Many agents plan for the idea that working only on referral may not be sufficient during slower times of the year, in a down market, or when an agent needs to expanding into a new sector. life change that your clients and referral partners may experience, it’s wise to maintain an active marketing presence. The reasons vary, however, depending on the goals and trajectory of each individual’s business.

If long-term success, a growing team, a legacy or expansion into new areas are not priorities, then working a sphere of influence may be enough for some agents, especially those who may be in the industry mostly for the love of the business. But for a majority of agents, no matter how much they love their work, their real estate and mortgage businesses are careers, first and foremost.

Let’s start with the team-builders and mentors. Agents and brokers who are building teams are wise to invest in business marketing, advertising and community outreach. Ty Hutchins, who owns and operates Ty & Company Real Estate in Colorado’s Front Range, says that, while she could personally live off referrals alone, her goal is to build up her agents. “I do the marketing piece for my team, so I can help them succeed,” she says. That marketing includes running commercials on TV and in movies theatres, as well as lead generation that identifies potential buyers, sellers and Top Agent Magazine

investors between the Colorado Springs and Denver markets. Her team’s goal, she adds, is to promote their reputation of being honest, hardworking professionals with the reach of a major brand but the personalized approach of a boutique.

Then there are the growers. Khrista Jarvis and Nicole Jung of The Khrista Jarvis Team in the San Francisco Bay Area, are on a considerable growth track. “We’re the #1 team in our area and the top team in Compass Real Estate nationally,” explains Khrista. While high marks for service on behalf of their clients have led them to these heights, they know that they must continue to evolve and market their brand. “We do a good deal of social media marketing for our listings and for our business,” she says. Their names, therefore, are frequently linked to sentiments of trust, dependability and market knowledge, both in their marketing and in their reviews.

Next, there are those who weathered the worst of times. Susan Roche entered real estate sales in 2003, following several years of property management in North Carolina.

The key to her sustained triumphs through major market swings lies in her long-range planning. “If the market starts to dip or fall,

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I have safety nets in place,” says Susan Roche, team leader of Simply Real Estate, based in Charlotte. “When it’s a seller’s market, I still plan for a buyer’s market and when it’s a buyer’s market I plan for a seller’s market..” In other words, no matter how comfortable her existing work may feel, she networks consistently. She also employs a full-time marketing director who leads several projects including ongoing research, events and social media exposure in addition to listings marketing. By staying ahead of market changes, Susan knows she can unfailingly represent her clients’ best interests while still maintaining a safety net for her business.

Even professionals with more than three decades’ experience and deep referral networks know the importance of business

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marketing. Cathy Richards, co-owner with Nancy Dalaska of Epic-Wasatch Homes in Park City, UT, entered real estate in 1987 and still draws at least a fifth of her business from lead generation, social media marketing and community outreach. Her business partner, Nancy, adds that real estate is about much more than their own business. “We love collaborating and brainstorming with other agents to help them prosper,” says Nancy. “We believe the healthier the market, the better we all are.”

Regardless of market conditions, even the best reputation can’t guarantee long-term success. To sustain and grow, it’s wise to feed your business by increasing exposure, remaining flexible and maintaining systems for customer service, networking, research, marketing and lead-generation.

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SARAH BICE

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Top Agent Sarah Bice is the broker and owner of Sarah Bice & Associates Real Estate. Her team consists of eight members and includes her husband of 32 years, Stuart Bice.

In 1989, Sarah Bice came to the United States as a scholarship student from China with only two suitcases, $121 and a dream.

She left her life as a Chinese literature teacher behind to pursue a new chapter in America. After receiving her master’s degree in accounting, she enjoyed a successful career as a CPA. She landed in Richmond, Virginia while working with a consulting firm and fell in love with the location, the community, and the people of Richmond. “I worked here for five years, and just really enjoyed it,” she explained.

Photo by Kate Styles Photography 10Copyright Top Agent Magazine

In 2002, she took an online real estate class partially to fulfill her CPA continuing education requirements, and soon got her real estate license. Sarah immediately tasted success in real estate sales and decided to take another risky career move and make it her sole career. Her life once again turned to a new chapter. Wanting to combine her interest in real estate and Top Agent Magazine

Photo by Kate Styles Photography

passion for helping others, she could not think of a more ideal job in her new favorite town. She hasn’t regretted it for a moment since. While the journey to the top had its challenges, Sarah persisted. “It was the best decision I’ve ever made,” she explained.

“What really helped me was my ability to see failure as motivation to get to the next level.”

Photo by Kate Styles Photography

Today, she has reached one of the highest levels of her career as broker and owner of Sarah Bice & Associates Real Estate.

Her team consists of eight members with various backgrounds, and includes her husband of 32 years, Stuart Bice. Stuart encouraged Sarah every step of the way. When business began to boom in 2004, he redirected

Photo by Kate Styles Photography

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Referring to herself as a “local ambassador,” Sarah is fluent in both Chinese and English, enabling her to assist a wide range of buyers and sellers. his experience in IT and the mortgage industry to join Sarah in real estate.

When Sarah first established the brokerage, she knew she wanted to remain as a boutique firm that prioritized client services. “I didn’t want to become a big brokerage and go the corporate route,” Sarah said. With a combination of salaried client service managers and commission-based agents, Sarah has been able to provide a white glove experience to all clients. “Almost all my business derives from repeat clients and referrals,” she explained. Having now lived in Virginia for over two decades, she knows the area well and has perfected the art of a smooth transaction.

Photo by Hayes & Fisk Photography

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Fluent in Chinese and English, Sarah is able to assist a wide range of buyers and sellers. Sarah said her successful American Dream story has attracted many new Americans to be her clients. She often refers to herself as a “local ambassador,” Top Agent Magazine

Photo by Kate Styles Photography

joking that her cell is her clients’ “911,” “411,” and Google.

As a consistent top producer for the last 19 years, Sarah is not only a prominent figure in real estate but is also well known for her community involvement. She frequently sponsors Asian festivals, Chinese Lunar New Year Festival celebrations, etc. “We brought food and checks to the Henrico County Police Department last year to show our appreciation for what they do.” She also helped translate for the police department. During her free time, Sarah can be found kickboxing or relaxing with her family.

As her business continues to skyrocket, Sarah remains focused on providing one-on-one service. “I Top Agent Magazine

Photo by Kate Styles Photography

Photo by Kate Styles Photography

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Photo by Kate Styles Photography

would like to keep our team the same size,” she said. “I love where we are right now, especially since most of them have been with me for a long time and we are like a family. We work hard and we enjoy our work.” If she could provide any words of advice to a newcomer in this field, it would be to wholeheartedly and

consistently devote yourself to your success; build an environment of support by loving and supporting others first; and recognize your own strengths and weaknesses and how they “compliment” each other. “Always think about your clients’ interests first and put in 110% effort to achieve their goals.”

To learn more about Sarah Bice, please call (804) 421-7777 or email sarah@sarahbice.com Cover Photo by Kate Styles Photography 14Copyright Top Agent Magazine

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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 Top Agent Magazine

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?

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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

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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

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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

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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.

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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 18

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.

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PAMELA JONES With almost forty years in real estate, REALTOR® Pamela Jones is an expert at creating innovative housing solutions, whether related to buying, selling, or marketing. Together with her husband, she’s sold over 1,067 listings since 2000 and that number continues to rise each year. Representing Loudoun and Fairfax County, Virginia, Pam brings a high level of professionalism and understanding of the market to every deal.

Having earned both her real estate and broker’s license, Pam’s career has covered all the bases. She started out selling property in 1983 and then in 1989, she went to work as a broker. Preferring sales, she switched back to being an agent in January 2000 and now focuses on sellers while her husband works with buyers. As around 80% of Pam’s business comes from repeat and referral clients, it’s clear that people love working with her and value the service she provides. Keeping up with her past clients isn’t too challenging — most of them attend the Loudoun County Chamber of Commerce meetings. Pam has been the MC of the monthly Chamber networking breakfast for eleven years, so she knows almost everyone in the business community in her area. For any clients that aren’t at the meetings, she’ll touch base at least once a quarter with a phone call.

When it comes to marketing, Pam has professional, high-quality photography taken of properties so that she can list 360 degree virtual tours on her website.

She often does drone footage if there are particularly unique features about a property. According to Pam, the most important part of marketing is making sure that the properties are priced well. “Price is really important - you can’t let a home sit on the market for two to three months,” she says. “You’ll end up losing money. We make sure that your home is the first one that buyers want to see no matter what the market condition is.”

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When she’s not working, Pam spends a lot of time with her family, including her elderly father, sister, niece, and nephews. She loves playing golf and traveling, particularly on cruises. “I like cruises because I can unplug from the world entirely,” she says. Her community involvement extends to being Chairman of the Board for Oatlands Historic House and Gardens.

While her team typically produces around 22-25 million in sales on average, they are projecting that they will double that number for 2022. Last year, they were awarded Superior Service Business of the Year out of four finalists by the Loudon Chamber of Commerce during their Small Business Awards, a testament to the quality of their service. While their production and reputation grows, Pam wants to continue to maintain around 50-100 buyers and sellers total per year. This way, she and her husband can keep the same high level of focus on each and every project without compromising on quality. “I like helping people solve their issues,” she says. “It’s a difficult business for people to break into, but it’s so rewarding and I can’t imagine doing anything else.”

For more about Pamela Jones, call 703-587-7440, visit PamSellsFineHomes.com or email PAMELA.JONES@longandfoster.com www.

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3 Easy At-Home DIY Projects to Increase Property Value Most homeowners have a lengthy list of chores and bit projects they intend to accomplish around the house. Oftentimes, those to-do items are completed piecemeal over a long stretch of time, or else sometimes not at all. However, when it comes time to prepare a home for market, all those tasks begin to pile-up and overwhelm. The 20

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

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

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

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

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

Likewise, polishing the outside of your windows, trimming hedges, and sweeping the walkway can make a tidy and wellcared for first impression. There are other measures you can take too. Planting wildflower seeds in empty beds, or collecting some landscaping rocks to frame mulched areas can add a bit of character to your residence. Repainting the front door, ensuring trees are trimmed, and keeping back patios 22

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

Transform tiled spaces into sparkling clean surfaces.

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

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

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or else decluttering cabinets and shelves for a fresher look.

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

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

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