Washington 7-31-17

WASHINGTON EDITION

BE THEIR REALTOR® FOR LIFE: How to Build a Relationship With Your Clients that Will Last a Lifetime Top Agent Tips and Questions for CHOOSING YOUR LISTING AGENT 3 Ways to MAKE YOUR WORKSPACE WORK FOR YOU

FEATURED AGENTS

CARRIE GENDRON GEORGE GRAHAM ERICKA LALKA SARAH MARTIN

COVER STORY

CHRISTI IRWIN

WASHINGTON EDITION

SARAH MARTIN

CARRIE GENDRON GEORGE GRAHAM

Top Agent Carrie Gendron understands Twenty yearsthe ago, George Graham was workpower of being connected: to her 7 16machine shop in the morning 19 ing community, at a local to her many clients, and to a wealth of highly and helping his wife—a mortgage broker— dedicated professionals. All of process these elements loans in the afternoon. After a year have combined to make Carrie one and of a the halfmost observing communications with respected agents working in the Seattle area.were oftentimes less than stellar, agents that

“It’s really satisfying to ERIC get to the closing. It’s so rewarding to get people into their home, especially when it’s their first home.”

her clients. “I come fromTo more of a his counseling market listings, George approach than a 20 sales approach.

This is aresources very 23 full breadth of avail big deal for buyers or sellers.

To me, it’s more Especially in a competitive ma about how I can support my clients the With ognizes thatthrough presentation and op Ericka process. I just try to stay key. in tune with the emoAccordingly, he helps sellers tions of the transaction.” home for the market by Lalka provid esta George realized that he could apply his skilland guiding information has along of the set and affinity for service as an agent in his digital tours provide the highest Carrie, who began working in the real estate Providing the best possible client service is of Northw and set out to earn his license. For experience industry two and a half years agoown afterright, spending paramount importance to ing Carrie, and to for thatonline end shopper the last fifteen years, he’s worked as an agent the broad system provided by his o eighteen years raising her children, was encourshe would rather invest deeply in fewer trans- commit ough with John L. Scott Real Estate and today, disseminates listings to all aged by a friend to try her hand at selling homes. actions than skim the surface of many. “I’m a majoru CHRISTI George is at the helm of a thriving career, ingshe properties and w “I was ready toIRWIN get back to work,” she says, “and marathoner, not a sprinter,” says.LALKA “Ivisibility like thefarprocess IRWIN CHRISTI SARAH MARTIN CARRIE GENDRON GEORGE GRAHAM ERICKA every one of her customersshowca both p having founded his enterprise on the tenets open house presentations I was intrigued by what my friend did, which more personalized approach. I don’t want them every of the home-buying or of client care, enthusiasm, and assured follocalsfacet in the community.

To stay was working in the loan industry. I loved that to forget me. I want them to look back and say low-through. past clients, George reaches out by phone to le she got to work with people and help them, and that’s what how easy it was, and that even though there were hurdles, I he’s thinking of actually them, offering the “We have aupdates system on in pla led me to real estate.” themgeographic get over them.”

George doesn’t limit himself to helped a specific be relevant toknow their situation.

In reflecting vice Business Model,” says Erickat coming upmight and they let us if they are ready area, instead serving clients across Pierce County, King aspect the business, George explains: regardless of the price point of“No th sell,” Sarahitesays.

Aof staggering 90% of her clients ar Employed by Real Living Northwest inCounty Bothell, old-school approach staying inand touch is meet something County, Realtors Snohomish and itsHer myriad outlying areas. ortoreferrals the same,from Iproperty enjoy themanagement challenge of the dards we when itelse comes totra pr repeats client Washington, Carrie sells primarily that Carrie’s clientshe’s appreciate.

“I think phone calls andmaking thank-client Withina beautiful seasoned Snohomish background in mortgage lending, ultimately, for me, it’s about a differen It’s important that every has eager to spread the word on the great work Sarah ha County. Her authentic approach to sales hasinresulted havingcounty you cards reallyshy the best way toworking keep in with touch with myfor a lotwo practiced workinginacross lines andare doesn’t lives—homeownership is us. a big goal Additionally, done for them in both managing and selling their prop a client base that is almost entirely based on referrals from clients post-transaction.

My mother instilled in me the value away from doing the research necessary to obtain a holishelping someone achieve We that dream canthe mak is unique. them erties. Lenders also tion provide referrals give to clients wito friends and past clients. “I thinkticsounderstanding many of these referrals handwritten thank-youdifference note. In for today’s tech-based sociof local markets.ofAtahis office, he works their family and their future.” them best by hearing what their properties for sale. “We have an equal share of botsp withactive the assistance of two administrative come from all those years just being in my community, ety, seeingprofessionals someone’s handwriting onrating a card or hearing their them into our business mod listings andOutside sales,” says. who someone efficientlythey support details related ofSarah the office, George extends a hand to and I think people want to work with knowthe andday-to-day voice on the phone istoreally appreciated.” ® Sarah Martin began her work as a real estate agent two munity by staying involved with his her church, p have seen throughout the years.”his transactions. At the heart of his practice, George cites Ericka works alongside husba years ago,accessibility after first gaining experience in property What sets Sarah and her partner Rachel apart from and 100% effort as the main drivers of his fundraising efforts to raise money for people When she’s not working, Carrie enjoys waterskiing, basto as the other half of their powe management.

Sheon currently worksrefer onofboth sides thejust an other “Personality, Rachel andgi success.

“People you ketball, if youofdo okayrealtors? homelessness, and definitely. supporting charitable Carrie, though she sells solo, depends a vast don’t network running (she completed a marathon in 2011), and wouldn’t love being in this busine business.

Sarah co-brokers on all of her transactions are both outgoing, bubbly people.”

But they both hav job,” he explains.

“It’s important to stand out so people feel his office.

As a car enthusiast, one of his favo successful without him being a trusted professionals, and takes pride in being able to connect spending time with her family. She isasalso actively involved with designated broker Rachel Pettit, the owner of Petconfident referring you to their family and loved ones.”

To beyond the office is to take in races, though he deep expertise to go with their natural charm: their first Administrativethei M her clients with these vendors. “One of the things I love most with her church, where her husband ishired Executive Pastor. his service is memorably superior, George isproperty mind- management the time hetransaction spends at home withgiven his family.

Management, they work seamlessly experience has them details. about real estate and tit thatProperty reallyensure fuels me is just and connecting ful in answering and“We’re returning phone calls and e-mails, together to serve their clients. a dynamic duo,” vast knowledge property maintenance issues an people,” she says. “Being able to put my clients into the hands As for the future, Carrie has big of plans.

“I’d love to open my and makesare himself available to his clients round thegreat clock, As for the future, George plans to expand h Sarah says.

“There two of us.

A lot of clients like relationships with vendors.

For a seller Hand-holding and a highly person of other professionals I trust and who have the same standards own brokerage and put together a team, one that shares my listing whatever their needs may be.

In explaining his profesrelationships with buyer agents, especially i that because if one of us isn’t available to dopassion something home, Sarah canservice.” guide themofonThe what needs to beand donem marks Lalka Group, of excellence that I do.” for highly personalized sional philosophy, George says he considers his clients’ areas that fall outside of his typical practice. our client can always call the other of us. We have two For a buyer concerned understand the process arecaa by an inspection list, they Sarah goals as though they’re his own, and recognizes his role he hopes toamount bring on a buyer agent in-house importance.

In an age wh sets of eyes on everything.” provide input on which concerns are cosmetic, whic One of the hallmarks of Carrie’s approach to selling homes is atheir homeownership “I really love helping says. “I love toward doing this by servic as an advocate to help make dreamspeople,” teamshe member geared customer upon technology, the Lalkas are can be put off for several years, or which are actuall genuine, thoughtful and empathetic approach working withthat bringing their in lives.” a reality.

He to also highlights providingother goodawesome service people tinuesinto to grow volume. With an authentic up-close relationship with all of Sarah primarily serves Thurston County, though she pressing improvements. doesn’t require a smooth transaction—what’s of greater his clients’ successes, along with a fifteenmuch technology becomes availab also has importance investment buying property from Phone 888-461-3930 | Fax 310-751-7068 isclients providing genuine support of clients no matpedigree, the years still to come are sure to yi Ocean Shores to Seattle.

Much of her business comes Staying in touch with clients is seamless for Sarah ter what issues arise. success for past George Graham. mag@topagentmagazine.com | www.topagentmagazine.com from homeowners with rentals they are ready to sell. At the end of every transaction she sends out gifts t “We may reachbeout to homeowners when whatsoever their leaseswithout are prior all clients uses social media to keep in touch. “W No portion of this issue reproduced in any manner consentand of the publisher.

Top Agent

CONTENTS

4) TOP AGENT TIPS AND QUESTIONS FOR CHOOSING YOUR LISTING AGENT

13) BE THEIR REALTOR FOR LIFE: HOW TO BUILD A RELATIONSHIP WITH YOUR CLIENTS THAT WILL LAST A LIFETIME

21) 3 WAYS TO MAKE YOUR WORKSPACE WORK FOR YOU

To learn more about George Graham,

Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published Copyright Top Agent Magazin georgegr.johnlscott.com, e-mail materials, Top Agent Magazine cannot be held responsiblevisit for opinions expressed or facts supplied by its authors.

To subscribe or change address, sendgeorgeg@nw-realestateteam.com, inquiry to mag@topagentmagazine.com. or call (425) 687-22 Published in the U.S. www.

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For more information about Carrie Gendron, call 425 - 319 - 3561 or email Carrie@RLNorthwest.com

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Top Agent Tips and Questions for Choosing Your Listing Agent Now that you’ve decided to sell, it’s time to select the professional to help you market your property. Before meeting with agents, however, consider Top Agent Magazine’s tips for preparing yourself. Frist, ask yourself what kind of relationship you’d like to have with your listing agent. Are you seeking a casual, personable relationship and the latest marketing tools or are you interested in a more formal, traditional relationship and approach to marketing techniques? Next, populate your list of agents by attending open houses and asking for recommendations from recent buyers and sellers.

Finally, schedule your meetings at your home, where you’ll be able to gauge the chemistry between you and each agent.

During your meetings, expect any Top Agent to ask you several questions, but also consider discussing the following: 4

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Will you please describe your sales experience and local network?

Ask your Top Agent to describe recent listings and sales of homes comparable to your own. Ask about the sellers’ priorities, the original list price, market time and number of offers. Top Agents will also describe how well they are connected with other REALTORS® in the region as well as their contacts with relocation companies, local corporations and chambers of commerce.

Be sure to ask about each agent’s knowledge of how your market has changed over time and what has influenced change.

You’ll learn a lot by listening to agents’ opinions.

How will you market the property? Each

Top Agent has a unique set of online or local marketing tools at his or her disposal. Some use lead-generation applications and nearly ever luxury agent take advantage of video. Even video marketing tools vary from agent-to-agent, however.

You’ll get to decide if you prefer an agent with higher-end video production and 3D Matterport tours or an agent with more intimate techniques featuring walk-and-talk style video tours.

What factors influence your list-price recommendation? Before an-

swering this question, most Top Agents will have several questions for you, including whether you’re more focused on a faster sale or a higher list price.

They’ll also educate you on how best to balance both market time and list price relative to sales histories your area.

Now that you’ve seen the home, what repairs or improvements do you recommend before listing? You’ll learn a lot by listening to agents’

opinions on your home’s sale potential with or without some improvements.

Most Top Agents will also recommend a full professional inspection prior to listing to avoid surprises during buyer inspection.

How will you help with staging? Some Top Agents will pay for part or

all of the staging costs. At a minimum, however, a Top Agent will have a staging professional or two in their partner network. While they’re at it, they may provide referrals for carpet cleaning, painting, gardening and other minor finishing touches.

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What attributes of the property will you want to highlight? Each Top

Agent will have a somewhat different answer to this question, but that’s a good thing! Even if you have your own ideas about your home’s greatest attributes, you’ll glean insight into the current market by considering different agents’ opinions. In learning their views, you may even change your mind about your home’s most marketable features!

What is your approach to Open Houses? How many agent-only Open

Houses will your Top Agent want to host? How many truly Open Houses?

Some Top Agents may even reveal a “swankier” approach to the Open House – such as an evening cocktail party or by-invitation “open” hours to which buyers visit along with the agent representing them.

Who will be our primary point(s) of contact from your office? This

important question will help you understand the scope of your agent’s practice. You’ll get to see if your agent runs a robust team with many hands on deck or if he or she works by close, one-on-one contact with each client.

Either approach is wonderful; you get to decide what suits you.

Now, let’s list!

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CHRISTI IRWIN 7

CHRISTI IRWIN Christi Irwin, owner of The Irwin Group real estate brokerage in Duvall, WA, loves the area. A bedroom community close to Redmond, Bellevue, and Kirkland, Duvall is fairly rural, full of natural beauty, and small enough to be a breath of fresh air for commuters to the surrounding cities. Irwin’s roots are in Vancouver, BC, and she has always enjoyed the richness and diversity of the Northwest’s geography, economy, and people.

Christi came to Duvall and the practice of real estate out of thin air, almost literally.

She has a strong background and varied experience in the airline industry, with several pilots in her family and an employment record that includes flight attendant, supervisor, and director of in-flight services for a Canadian airline. Her move to the Seattle area in 2003 was for family, but she ended up changing course and in 2004 started her

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“We’re not afraid to do what’s right, regardless of monetary impact. Money is not the goal, but if we work hard and do the right things, the money will follow.” real estate business at a friend’s suggestion.

Although she had not considered a career in real estate, she soon developed a passion to help people land in their dream home or upgrade to the next level. It was only one year from the time Christi received her real estate license to the opening of her RE/

MAX franchise in Duvall. Her colleagues and competitors in the business were incredulous that a newcomer to the real estate profession would jump in so high. Three years after that, Christi dropped the corporate ties and changed the shingle to read, “The Irwin Group”, continuing to build her Copyright Top Agent Magazine

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team and great reputation. Christi says simply, “I love a challenge.”

The Irwin Group works the territory in and around Duvall and up to 2 hours away, from Bellingham to Tacoma. With seven agents and two support staff, that’s a lot of ground to cover. Christi says that she and her team “have the dedication, integrity, and tenacity” to get the job done. She further explains, “We’re not afraid to do what’s right, regardless of monetary impact. Money is not the goal, but if we work hard and do the right things, the money will follow.”

Christi designed The Irwin Group as a boutique office, with well-appointed furnishings and classic style. It fits well into the small community of Duvall, known to be rich in history and tradition. Christi Irwin has built her reputation by ambitiously establishing and expanding her brand throughout Duvall and engaging the residents on many levels. She is an accomplished multi-tasker and stays active in the community in several ways. As a businesswoman, Christi Irwin benefits from the preferred location and economic stability of the Eastside area.

She understands the symbiotic nature of

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It’s clear that wherever and whenever Christi Irwin gets involved, good things will happen. business and community, and gives back generously. Her highest profile activity is “Movies in the Park”, free outdoor screenings of current films enjoyed by thousands in the community every summer. She also supports education locally with the “Future Entrepreneurial Scholarship” for the Snoqualmie Valley High School Scholarship Foundation. Christi is active on several community committees and serves on the Board

of Directors of the Seattle-King County Association of REALTORS®, and as State Director with the Washington Association of REALTORS®.

Christi Irwin does not hold back, whether in her business effort, community involvement, or helping with a worthy cause. It’s clear that wherever and whenever Christi Irwin gets involved, good things will happen.

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To learn more about CHRISTI IRWIN , of The Irwin Group, Duvall, WA 1-877-788-3414 Christi@TheIrwinGroup.com TheIrwinGroup.com www.

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Be Their REALTOR for Life: ®

How to Build a Relationship with Your Clients That Will Last a Lifetime In the world of real estate, an agent’s relationship with their clients can make or break their career. This industry revolves around working well with people, and being able to develop a strong relationship with your clients is the foundation that you business is based upon.

Just like with a house, if that foundation is weak, the rest of the structure is also going to be unsteady and fragile. The mark of a good REALTOR® is their ability to build up a good referral network and following of loyal clients. This isn’t something that just happens by accident. Building healthy, strong relationships with your clients takes work and knowing how to gain another person’s trust, respect, and friendship. Here are some ways to make sure you are building the right kind of relationship with your clients.

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1. Use Your Friendliness and Optimism to Win Them Over: No one wants a pushy, overly confident salesperson for a REALTOR®. Clients are much more inclined to put their trust in the hands of someone who is friendly when it comes to one of the biggest financial transactions of their lives. A pleasant, outgoing disposition will win you more clients as well as friends. You want to establish rapport in the first few minutes of first meeting prospective clients. Rather than starting with business right off the bat, begin your meeting with some small talk such as similar interests, hobbies, and family life. This will immediately help to put your clients at ease, and show that you are not simply trying to “sell” them something.

People also respond well to optimism. During what can be a very stressful time, clients need someone to help them stay positive when a situation looks difficult and challenging. Optimism also tends to radiate charisma, and people want to be around and do business with charismatic people. You want to learn how to understand, motivate, and inspire people.

2. Be an Inquisitive Learner and an Empathetic Listener:

On the other side of this coin is knowing how to listen empathetically. Empathy involves actually putting yourself or your mind in their shoes so you can genuinely understand their concerns, needs, and opinions. That understanding and empathy is then reflected in your conversation with that client. Your clients want to know that you care about their situation, and that they’re not just another sale for you to make. People are much more willing to put their trust in you when they can sense that you are actually making an effort to feel what they feel in order to understand their situation.

Showing your interest through questions, and then thoughtfully listening goes a long way towards gaining trust. Showing empathy and acknowledging the feelings and emotions involved in your clients situation helps build a relationship founded on genuine care and trust.

3. Watch for Nonverbal Clues:

Don’t be afraid to show your curiosity and ask your clients a lot of questions. Some of these questions may even be difficult and uncomfortable. You want to discover and learn as much as you can about your client. Don’t make the mistake of jumping straight into the role of the know-it-all. Every different client has unique needs, so you want to learn as much as you can about their specific situation before trying to propose a solution. You want to uncover their primary motive for buying or selling, and flush 14

out any potential concerns they might have.

After you’ve gained as much information as possible, you can then gauge their interest in your possible solutions by asking “what if” questions. Being inquisitive also demonstrates to your clients that you are genuinely interested and invested in their situation.

Most communication happens nonverbally, so knowing how to interpret your client’s body language can be incredibly helpful. Here are a few things to pay special attention to: Eye contact: Be careful with the level of eye contact you use with clients when first meeting.

Too much and too little eye contact can send the wrong impression. You want to try and maintain eye contact around 70 percent of the time. That is the amount that most people are comfortable with. Pay attention to your client’s level of eye

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contact to determine how comfortable they are.

When someone avoids eye contact that could mean they are not engaged in the conversation.

A good way to quickly build a feeling of rapport when first meeting clients is to make eye contact when you first meet them and then start nodding yes to what they’re saying. If the client reciprocates the eye contact and nodding, you’ve established a connection.

4. Prove your honesty and credibility:

Choose the right handshake for each client: One handshake does not fit all people, and that first handshake can be crucial to making a good first impression. The way to do a good handshake for each client is to try and mirror the other person’s handshake in strength, keep your shoulders aligned as you are preferably standing when you shake hands. While you shake your client’s hand make sure you make eye contact and give them a sincere smile.

Showing a little weakness can actually be to your advantage in this situation, and will actually make others more inclined view you as honest. You don’t want to come across as too good to be true. When revealing this weakness, however, the key to coming out on top is turning what sounds like a weakness into a strength. For example, your service may be more expensive, but that’s because you offer more personalized and extra services than your competitors.

Honesty and integrity are the two traits that 98 percent of buyers and sellers report are qualities they consider “very important”. The thing is you can say you have these traits all you want on your website, bio, etc., but trust has to be earned, and the only way to do this is to prove your credibility.

Here are a few tips for how to sound more credible:

When you talk to your clients avoid using filler words such as “um” and “uh”, which can decrease your credibility. You also want to watch the tone of your voice. People tend to translate a deeper tone as sounding more credible.

You want to develop a relationship to last a lifetime when interacting with your clients. There are many things you can do to accomplish this, and using these tips can take you from getting just a few referrals and repeat customers to gaining a loyal client following. Taking the little extra time to make sure you are projecting the right attitude and making sure that you are doing things to gain your client’s trust can make a world of difference for your business.

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SARAH MARTIN

“It’s really satisfying to get to the closing. It’s so rewarding to get people into their home, especially when it’s their first home.”

Sarah Martin began her work as a real estate agent two years ago, after first gaining experience in property management. She currently works on both sides of the business. Sarah co-brokers on all of her transactions with designated broker Rachel Pettit, the owner of Pettit Property Management, and they work seamlessly together to serve their clients. “We’re a dynamic duo,” Sarah says. “There are two of us. A lot of clients like that because if one of us isn’t available to do something our client can always call the other of us. We have two sets of eyes on everything.”

Sarah primarily serves Thurston County, though she also has investment clients buying property from Ocean Shores to Seattle. Much of her business comes from homeowners with rentals they are ready to sell.

“We reach out to homeowners when their leases are 16

coming up and they let us know if they are ready to sell,” Sarah says. A staggering 90% of her clients are repeats or referrals from property management clients eager to spread the word on the great work Sarah has done for them in both managing and selling their properties. Lenders also provide referrals to clients with properties for sale. “We have an equal share of both listings and sales,” Sarah says.

What sets Sarah and her partner Rachel apart from other realtors? “Personality, definitely. Rachel and I are both outgoing, bubbly people.” But they both have deep expertise to go with their natural charm: their property management experience has given them a vast knowledge of property maintenance issues and great relationships with vendors. For a seller listing a home, Sarah can guide them on what needs to be done.

For a buyer concerned by an inspection list, Sarah can provide input on which concerns are cosmetic, which can be put off for several years, or which are actually pressing improvements.

Staying in touch with past clients is seamless for Sarah.

At the end of every transaction she sends out gifts to all clients and uses social media to keep in touch. “We Copyright Top Agent Magazine

also reach out occasionally by email or text to see how things are going,” Sarah says. “We like to keep in touch.” To market listings, Sarah uses a combination of new technologies and old-fashioned tactics. She inputs all listings on the MLS and on Agent Marketing, as well as on the company website, but she also puts signs in the yard with high-quality fliers to spread the word. She also recommends professional photographers and stagers to help clients show their home in the best possible light.

What does Sarah love most about her job? Seeing her clients’ happiness when they are able to successfully buy their dream home. “It’s really satisfying to get to the closing. It’s so rewarding to get people into their home, especially when it’s their first home,” Sarah says When she isn’t working, Sarah loves spending time in the outdoors with her husband. “My goal this summer is to go camping a bunch, but we’ll see what real estate allows me to do,” she says with a smile. For the future, Sarah hopes to obtain her designated broker license and move into a more supervisory role at Pettit Property Management as the company expands. As she reflects on her new career, she says: “I’m proud of my accomplishments. Rachel has really helped me a lot. I wouldn’t have been able to do this without her. In the two years I’ve been an agent we’ve closed on many properties together. The amount of growth I’ve had in a short amount of time is really rewarding.”

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For more information on

SARAH MARTIN,

contact her via email at sarah@pettitrealty.com,

www.

by phone at 360-789-1878, or check out her company’s website: pettitpropertymanagement.com

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CARRIE GENDRON Top Agent Carrie Gendron understands the power of being connected: to her community, to her many clients, and to a wealth of highly dedicated professionals. All of these elements have combined to make Carrie one of the most respected agents working in the Seattle area.

her clients. “I come from more of a counseling approach than a sales approach. This is a very big deal for buyers or sellers. To me, it’s more about how I can support my clients through the process. I just try to stay in tune with the emotions of the transaction.”

Carrie, who began working in the real estate industry two and a half years ago after spending eighteen years raising her children, was encouraged by a friend to try her hand at selling homes.

“I was ready to get back to work,” she says, “and I was intrigued by what my friend did, which was working in the loan industry. I loved that she got to work with people and help them, and that’s what led me to real estate.”

Providing the best possible client service is of paramount importance to Carrie, and to that end she would rather invest deeply in fewer transactions than skim the surface of many. “I’m a marathoner, not a sprinter,” she says. “I like the more personalized approach. I don’t want them to forget me. I want them to look back and say how easy it was, and that even though there were hurdles, I helped them get over them.”

Employed by Real Living Northwest Realtors in Bothell, Washington, Carrie sells primarily in beautiful Snohomish County. Her authentic approach to sales has resulted in having a client base that is almost entirely based on referrals from friends and past clients. “I think so many of these referrals come from all those years just being active in my community, and I think people want to work with someone they know and have seen throughout the years.”

Her old-school approach to staying in touch is something else that Carrie’s clients appreciate. “I think phone calls and thankyou cards are really the best way to keep in touch with my clients post-transaction. My mother instilled in me the value of a handwritten thank-you note. In today’s tech-based society, seeing someone’s handwriting on a card or hearing their voice on the phone is really appreciated.”

Carrie, though she sells solo, depends on a vast network of trusted professionals, and takes pride in being able to connect her clients with these vendors. “One of the things I love most about real estate and that really fuels me is just connecting people,” she says. “Being able to put my clients into the hands of other professionals I trust and who have the same standards of excellence that I do.”

One of the hallmarks of Carrie’s approach to selling homes is a genuine, thoughtful and empathetic approach to working with

When she’s not working, Carrie enjoys waterskiing, basketball, running (she completed a marathon in 2011), and spending time with her family. She is also actively involved with her church, where her husband is Executive Pastor.

As for the future, Carrie has big plans. “I’d love to open my own brokerage and put together a team, one that shares my passion for highly personalized service.”

“I really love helping people,” she says. “I love doing this by bringing other awesome people into their lives.”

For more information about Carrie Gendron, call 425 - 319 - 3561 or email Carrie@RLNorthwest.com Top Agent Magazine

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GEORGE GRAHAM Twenty years ago, George Graham was working at a local machine shop in the morning and helping his wife—a mortgage broker— process loans in the afternoon. After a year and a half observing communications with agents that were oftentimes less than stellar, George realized that he could apply his skillset and affinity for service as an agent in his own right, and set out to earn his license. For the last fifteen years, he’s worked as an agent with John L. Scott Real Estate and today, George is at the helm of a thriving career, having founded his enterprise on the tenets of client care, enthusiasm, and assured follow-through.

George doesn’t limit himself to a specific geographic area, instead serving clients across Pierce County, King County, Snohomish County and its myriad outlying areas.

With a seasoned background in mortgage lending, he’s practiced in working across county lines and doesn’t shy away from doing the research necessary to obtain a holistic understanding of local markets. At his office, he works with the assistance of two administrative professionals who efficiently support the day-to-day details related to his transactions. At the heart of his practice, George cites accessibility and 100% effort as the main drivers of his success. “People don’t refer you if you do just an okay job,” he explains. “It’s important to stand out so people feel confident referring you to their family and loved ones.” To ensure his service is memorably superior, George is mindful in answering and returning phone calls and e-mails, and makes himself available to his clients round the clock, whatever their needs may be. In explaining his professional philosophy, George says he considers his clients’ goals as though they’re his own, and recognizes his role as an advocate to help make their homeownership dreams a reality. He also highlights that providing good service doesn’t require a smooth transaction—what’s of greater importance is providing genuine support of clients no matter what issues arise.

To market his listings, George utilizes the full breadth of resources available to him.

Especially in a competitive market, he recognizes that presentation and preparation is key. Accordingly, he helps sellers prepare their home for the market by providing resources and guiding information along the way. 3D digital tours provide the highest quality viewing experience for online shoppers. Leveraging the broad system provided by his office, George disseminates listings to all major websites, giving properties visibility far and wide. Likewise, open house presentations showcase houses for locals in the community. To stay in touch with past clients, George reaches out by phone to let people know he’s thinking of them, offering updates on the industry that might be relevant to their situation. In reflecting on his favorite aspect of the business, George explains: “No two days are the same, and I enjoy the challenge of the transaction. But ultimately, for me, it’s about making a difference in people’s lives—homeownership is a big goal for a lot of people, and helping someone achieve that dream can make a world of difference for their family and their future.”

Outside of the office, George extends a hand to his local community by staying involved with his church, participating in fundraising efforts to raise money for people experiencing homelessness, and supporting charitable giving through his office. As a car enthusiast, one of his favorite activities beyond the office is to take in races, though he most relishes the time he spends at home with his family.

As for the future, George plans to expand his network of relationships with buyer agents, especially in geographic areas that fall outside of his typical practice. Additionally, he hopes to bring on a buyer agent in-house, as well as a team member geared toward customer service as he continues to grow in volume. With an authentic investment in his clients’ successes, along with a fifteen-year industry pedigree, the years still to come are sure to yield continued success for George Graham.

To learn more about George Graham, visit georgegr.johnlscott.com, e-mail georgeg@nw-realestateteam.com, or call (425) 687-2292 www.

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3 Ways to Make Your Workspace Work for You Productivity experts agree that a curated workspace positively impacts productivity and mood, but oftentimes we settle for bland desks and cubicles that lack personalized details or considerations for workflow. Why miss out on the opportunity to optimize your surroundings when it could brighten your day—and boost your performance? Keep in mind some of these tactics to make your workspace your own and reap the benefits along the way.

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DETERMINE YOUR WORKING STYLE AND DECORATE ACCORDINGLY For the creative set, a colorful and art-filled workspace can inspire fresh ideas and reduce stress. Likewise, casual yet aesthetically pleasing furniture, accessories, and décor set an inviting yet functional mood. A pop of color from an office tool—even something as basic as a stapler—can inject a sense of fun and modernism into your daily tasks. For the more analytical, right-brained worker, clean

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lines and zero clutter go a long way. A few well-chosen personal photos in tasteful, unassuming frames can provide a motivating connection to the world beyond the office, while accessories and supplies that are sleek, monochrome, and contemporary inspire a sense of calm efficiency.

BUILD A WORKSPACE WITH YOUR DAILY ROUTINE IN MIND If you find yourself spending hours on the phone per day, or assembling stacks of documents and brochures, or even coming and going from the office with frequency—there are simple adjustments you can make to your workspace that will save you time and energy. If you sit for long hours—responding to e-mails or making calls—try incorporating an ergonomic chair or keyboard wrist-pad to maximize comfort. If you spend a long time assembling presentation materials, then file organizers, trays, and easy-to-pull labels can shave valuable time off your efforts. Lastly, those who step out for frequent meetings can reduce the hassle of being on-the-go by making your space mindfully organized—a coatrack and a dish for your keys by the door, an auto-brew coffeemaker, or an easily edited whiteboard calendar can make jet-setting simpler.

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ADD EASY DETAILS THAT ENRICH YOUR WORKING EXPERIENCE While organization and décor can rally productivity and mood, there are also a few extra details you can introduce to your workspace to improve the quality of your working life.

Healthy, easy to grab-and-go snacks—think nuts, homemade trail mix, and fresh fruit— can keep your energy up without the sugar crush or guilt. If there’s a window nearby, a hard-to-kill plant like a philodendron or a fern not only cleanse the air around you, but also provide a welcome connection to the natural world. Being prepared in a pinch is another great way to make your workspace work for you: a spare tie, a tube of lip balm, hand sanitizer, or a box of Band-Aids can save you a trip to the store when an unexpected need arises.

While we take great pains to make our homes our sanctuaries—complete with the decorations, furniture, and food we favor—we often overlook our work areas, even though we spend a sizable portion of our week sitting at the same desk. Challenge yourself to add a few of these personalizing, productivity-boosting details to your work area and bring the comfort of home to your working life.

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ERICKA LALKA With over 26 years in the business, Ericka Lalka of Keller Williams’ The Lalka Group in Kennewick, WA, has established herself firmly as one of the leading talents of the Pacific Northwest’s real estate industry. A commitment to excellence, a thorough understanding of the real estate process, and the desire to ensure that every one of her customers both participates in and understands every facet of the home-buying or selling process.

“We actually have a system in place that we refer to as our Service Business Model,” says Ericka. “For every one of our clients, regardless of the price point of the home, there’s a set of standards we meet when it comes to providing service to our clients.

It’s important that every client has the same excellent experience working with us. Additionally, we understand that every situation is unique. We give them the opportunity to allow us to serve them best by hearing what their specific needs are and incorporating them into our business model.”

Ericka works alongside her husband, Damion, whom she refers to as the other half of their powerhouse team. “Without him, I wouldn’t love being in this business as much, and I wouldn’t be as successful without him being a part of it.” The couple recently hired their first Administrative Manager who assists them with transaction details.

Hand-holding and a highly personal approach is one of the hallmarks of The Lalka Group, and making sure their clients fully understand the process they are about to embark on is of paramount importance. In an age where many realtors rely solely upon technology, the Lalkas are committed to maintaining an up-close relationship with all of their clients. “No matter how much technology becomes available,” says Ericka, “it’s import-

ant to have that connection and that thorough communication.

One of the things we do to help people is to provide step-by-step explanations of each process, and through every benchmark so they understand what’s happening next. We’ll explain what will be happening not only with us, but with their lender, information about their inspection, how the appraisal will be handled. Every single week we’re making contact with them, walking them through the process.”

The Lalka Group also has a tried and true system for marketing their properties, and the process runs like a well-oiled clock.

Professional photography and video, Ericka’s talent for staging properties, and professional flyers all add to the value of the service the couple provide.

A Premier Agent on Zillow, the couple’s glowing reviews have resulted in a perfect five-star rating on the site. Among the many accolades: “I found the unexpected with this real estate duo.

They do not shy from a challenging sale. They went far beyond the extra mile to make things happen for us. From keeping us up-to-date and making deals, to getting their hands dirty to make sure everything is taken care of down to the smallest detail. If you need someone that will truly work for you there is no doubt that you will get that from the Lalkas.”

“I just love helping people and making their lives better through real estate,” says Ericka. “Every single story is unique and I love getting to be a part of that story, getting to be the person who can advocate for them and help get them into the absolute best home that fits their needs.”

Ericka is looking forward to continue growing her business, and is grateful for her team’s partnership with Keller Williams.

“Their values are God, Family and Career, in that order. This is truly the way I feel I should live my life every day. I can really get behind that.”

For more information about Ericka Lalka,

please call 509 - 539 - 5535 or email elalka@kw.com Top Agent Magazine

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