Co-op(eration) or Competition: Improving Customer Service with Your Competition
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As REALTORS®, we work for our clients, but we work with other agents, and the interactions we have with our colleagues can impact our clients’ experience, for better or for worse. In this session, we will explore building better relationships with other agents with the intent to leverage associations to our clients’ advantage...and to our own professional benefit and for the betterment of our industry as a whole.
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Face to Face(book): Offline Networking in an Online World
Technology and social media are all the rage and are certainly buzz-worthy, but face-to-face is the tried-and-true path to customers for life and a strong referral business. This session teaches proven strategies for staying top-of-mind in this ever-digitized world. You may be tech-savvy and use technology widely in your businesses, but you must also recognize the value of good, old-fashioned in-person contact. We’ll discuss strategies for how to integrate social media into your business plans and how to combine the power of online strategy and personal contact to build a strong client and referral base.
Learning Objectives:
Upon completion of this session, participants will be able to:
1. Combine online and offline strategies into one cohesive marketing plan
2. Take a look at “the usual” customer/client appreciation events vs. “the new” ideas of tweet-ups, meet & greets, etc.
3. Find your niche – using a hobby or interest that is traditionally an in-person activity into a lead-generating business model
4. Redefine face-to-face with innovative use of video and video tools
5. Make the ask – going beyond asking for business/referrals
Give To Grow: Community Service and the Hyperlocal Agent
You love what you do and you’re dedicated to your community, it’s what drives you AND builds your business at the same time. Find out how this win-win can be leveraged for even greater good. Founder of projects such as “Trick or Treat for Troops” and “Hot Dogs for Homeless Dogs”, Maura has incorporated a Giving Initiative into her marketing plan; she’ll show you how you can involve your clients in charity events and giving as a way to stay in touch and foster a deeper connection and engagement with your sphere. Feel great about growing your business, increasing good will, and creating a legacy of helpfulness in your business.
See Me, Know Me, Love Me: Public Relations for Your Real Estate Business
It’s a little-known fact and a rarely-practiced strategy, but you can be your own public relations advocate. Whether you are a solo agent or you have a team and can delegate the task, there are a few simple steps you can take to connect with the press and become a media superstar. You don’t have to spend thousands to hire a public relations firm to have contacts in the press, and you don’t have to become a relentless self-promoter. You just have to have the right tools in your arsenal and know how to use them.
Generating Buyer and Seller Leads - a Preview
The document discusses strategies for successfully generating buyer and seller leads. It provides considerations for lead generation such as identifying an ideal client, making lead generation a priority, establishing relationships, and capturing information on each lead. The document also discusses lead resources like paid online leads, social media, and community involvement. It emphasizes the importance of tracking leads to determine the most productive lead generation activities and sources.
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Chapter 2
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Chapter 3
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Chapter 4
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Chapter 5
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Chapter 6
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Co-op(eration) or Competition: Improving Customer Service with Your Competition
- 2. co· op· er· a· tion /kōˌäpəˈrāSHən/ -the process of working together to the same end -assistance, especially by ready compliance with requests
- 3. When Does Co-op(eration) Start?
- 4. MINDSET
- 16. SYSTEM Create a
- 17. The “We” Experience “The more information I have…the better I can serve the customer…This isn’t just my deal. It’s not an “I” experience; it’s a “we” experience.
- 20. Contract to Close What does your client communication look like? What kinds of things do you have in your checklist?
- 21. What could you add to your checklist for the co-op agent?
- 22. What We’ve Added: • Handwritten note – at START of transaction • Intro to closing attorney and lender with all contact info • Intro to team (if applicable) • Verify all documents received – send complete (and concise) copy of contract • Copies of: Earnest money Amendments Prequal – updated upon contract
- 23. Weekly updates (longer transactions) Notice of: Inspection scheduled Appraisal scheduled Appraisal received Conditional loan approval Thank you note (close of transaction) What We’ve Added:
- 24. Cooperation or Competition? What sets you apart?
- 27. NON - COMPLIANCE
- 29. “TIME IS OF THE ESSENCE”
- 31. …AND KNOW WHEN TO DELIVER THE KNOCK-OUT PUNCH
- 32. WIN-WIN Create a
- 34. BE RESPONSIVE
- 36. BE RESPONSIVE BE COMPASSIONATE BE GRATEFUL
- 38. HEROICS
- 41. Small gestures?
- 43. SERVICE VS. HOSPITALITY “Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue – we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. [It] requires thoughtful listening to the other person, and follow-up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.” ~ Danny Meyer, Setting the Table
- 45. Why Does It Matter? People.
- 46. I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them ~ Maya Angelou feel.