Keep Your Clients Coming Back for More: Tips for Outstanding Service

It’s a sad but true fact that many people have come to expect poor customer service as a part of doing business. So when a company or individual provides excellent service to their clients, they will pointedly stand out above the rest.

This applies to real estate agents in an even more dramatic way. Real estate is a people-focused business. As a Realtor, you are in a unique position to be part of one of the most significant financial and personal decisions that an individual or family makes in their life.

Selling or buying a home involves more than just a financial transaction. For those involved, it means a complete change in their lives. So how you serve your clients is an invaluable factor in whether your business succeeds or fails.

Be honest. Whether it’s fair or not, Realtors sometimes have a reputation for being less than ethical. Much of this comes from bad agents who give everyone else a bad name. Don’t be that realtor.

Be upfront with clients, including buyers, about every aspect of the sale. It is better to have a buyer walk away than to gain a reputation for being untrustworthy.

Communicate. Follow up with your clients after every showing or open house to give them feedback. Even if the news isn’t good, the faster you do this, the better. Use bad news as an opportunity to work with your sellers to improve the show-ability of their home. Provide staging tips and pointers that will increase their chances of success. Instead of being the bringer of bad news, you will be the hero that swoops in to save the day.

Exceed Expectations. Always do what you say you will do. If you can’t deliver on a promise, DON’T MAKE IT! Then try to find little ways to do more than what you said you would.

Send a thank you card, get back to them earlier than promised, go the extra mile. Find ways to do things your client isn’t expecting. The gesture might be small, but the positive impression it makes will be big.

Be personable. Friendliness is contagious. Who doesn’t prefer to work with someone they like? Get to know your clients. Ask them questions about their jobs, their families, what’s important to them. Not as a technique to find their pain points but just because you are interested.

Find things that you have in common with them. This doesn’t mean you have to create lifelong friendships with each and every client. Just make them feel that they are important. This will create the kind of loyalty and referral business that will pay you back ten times over in the future.

The bottom line. Customer service is, and always will be, the difference between a mediocre Realtor constantly fighting to find new business and one whose loyal followers provide return business and referrals on a consistent basis. Which one do you want to be?


Goals That Work: Real Estate Success in 2015

Setting goals. We hear it every January from those smug, organized individuals who always seem to have their ducks (and their to-do lists) in a row. But what if setting goals was a truly useful activity that made a difference in your income? What if it helped to motivate you and keep you on track? Here are three simple ways to set goals this year that will do just that. With Q1 completed and three more quarters ahead it is not too late to make goals to get results this year.


Take One Step Back

Before setting new goals, examine your objectives from last year to get an idea of which goals you hit and which you missed. Then ask yourself why you missed them. Did you have trouble sticking to your plan? Or did you have unrealistic goals to start with?

Once you can see your successes and failures (and what caused them) you will have a better idea of what to keep doing and what to improve on. And where to start in creating success metrics for the New Year.

Think Big (and Small)

When you are thinking of your overall goals, e.g., “I want to make $250k in take home income in 2015,” don’t stop there. Make smaller, bite-sized goals that are easier to manage but will take you to your bigger goal. For example, in order to make $250K this next year, how much do you need to bring in every month? And to reach that goal, how many sales must you have?

Then go further. To make X number of sales, how many appointments do you need to make each week? And then, every day, how much lead prospecting do you need to do to reach your weekly appointment goal? If you use your data from the previous year you will be able to set realistic daily, monthly, and yearly goals.

Find Resources

Real Estate can be a tough business, and getting discouraged is normal. Plan to attend one (or several) events in the next year that will inspire and motivate you. Having the opportunity to network with other professionals in your industry and learn new skills is sometimes just the boost you need to keep working hard.

Attend a real estate coaching conference or a national conference like the National Association of Realtors Conference & Expo. Or if a big conference doesn’t fit within your budget or time constraints, find a local workshop, chapter meeting, or online webinar and register in advance. By committing now you will have something to look forward to.

Set realistic goals and create opportunities to stay motivated and inspired this year. You might just have your best year yet in 2015.

Remember it is not too late to make 2015 your best year yet!


Expired Leads Not Working? You’re Probably Doing It Wrong

The statistics are very much in your favor when you work with expired listings. Overwhelmingly, properties that have been put on the market and subsequently withdrawn without selling are ultimately re-listed, and it is very infrequent that the seller will retain the same agent who was unable to sell it the first time. You might have considered working with expired leads from hearing stories of the top agents talk about the massive numbers of properties they have listed and sold with them.

But if you aren’t turning expired leads into your listings and if you’re still wondering what the fuss is about, then something has gone wrong. Read on to find out what you should know about the art of real estate prospecting.

Home For Sale Sign in Front of New House.

Don’t Waste Your Time!

You could be the biggest talent on the planet, but nobody will sell every property that has come off the market. Somewhere among your daily listings, you have viable future sales, but to find them, you need to develop the skill of identifying them. You can reduce the field by instantly knocking out properties with serious problems that would make them a tough sell.

Has the property been damaged in some way, perhaps by a fire or a storm? Is the property in an area that you wouldn’t feel safe driving through? If so, move on.

The Picks

Once you know how to eliminate the unlikely listings, the other half of the problem is recognizing the most likely.

Many agents fail to realize that there are so many listings that it’s impossible to find out what they are all like. But, it is very easy to find out (and in fact, you should already know) with the right tools. The key thing to remember when you browse through your leads is what your strengths are as an agent. If you’re an advertising genius and clever photographer, keep an eye out for listings that show bad copywriting and less than stunning shots. The reason it didn’t sell might just be your specialty!

For more information on how our leads can turn your business around, visit

3 Things about Real Estate Lead Generation You May Not Have Known

If you’re a realtor fairly new to the game, you’ve probably taken the opportunity at conferences or conventions to network with some of the top agents. These agents are the ones who are in the highest percentile of earners in the industry and the ones eager new agents turn to for guidance and mentorship. No doubt they had a lot insight on many subjects, but one thing that would certainly have been mentioned is how much they rely on prospecting and associated management tools to expand their businesses.

This is the one thing we all know about lead generation – when used wisely, it can make you a fortune! Here are three other things you may not have known about real estate lead generation.

Traditional Home and Large Yard

#1: All roads lead to sales

I was on holiday in the south of France a couple of years ago, driving along an old country road, and perched atop a hill I saw a magnificent chateau. I asked my friend how old it was and he replied that it was built in the thirteenth century. “Who owns it?” I asked. My friend shrugged. It was for sale, he told me. The same family owned it for all that time, but now they couldn’t afford to keep up the maintenance. It was on the market for the first time in seven hundred years. The point is: every property goes up for sale eventually. There is no such thing as a bad lead.

#2: You can turn them over quickly

Now, ye olde realtor who knocked on the drawbridge of that big old castle sometime in the thirteen hundreds who asked the duke if he’d ever thought about selling, had himself a tough time. But, it’s a fact that some leads are going to be viable sooner than others. The skill you want to hone is your ability to instantly identify the most promising leads from the rest, so you can go about converting them into listings.

#3: Patience is a necessary virtue

Think of leads like fruit on a tree. If you try to harvest all of them at once, you’ll waste time and energy on fruit that is not yet ripe. You want to pick the ones that are ready, but once you’ve done that, you wouldn’t want to forget about the tree! Go back the next day, and the next. Tend it; water it, and one day that unripe fruit will become perfect for plucking! Watch those leads; prompt them with the occasional phone call. Persistence will win in the end.

Sign up for the Vortex Prospecting Platform here!

REDX Presents Vortex®, The Cloud-based Lead Management Tool

As one of the top leaders in the real estate lead generation industry, REDX has made a habit of finding common problems and presenting customizable solutions. Now, we’re excited to present our simplest solution to lead management yet: Vortex®.

What is Vortex?

As a cloud-based tool, Vortex combines all the best parts of lead management software with the convenience of the internet. This means that the popular REDX method of lead management will now be available from any computer without the hassle of downloads or system updates. Lead lists are kept on cloud accounts so prospecting isn’t limited to a desk.

Along with the added mobility, Vortex creates a unique prospecting experience through three key elements:

1. Simplicity
At launch, Vortex focuses the user on two primary actions: first, to filter their leads by distilling them to a subset, in alignment with their market objectives, which is the initial step in all lead management. Second, they begin their prospecting session by selecting their desired method(s) of prospecting for this filtered lead set. The result is that with two basic actions the agents are engaging with their leads.

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2. Organization
Vortex reimagines how to organize leads in a visual way through our patent pending “Lead Progress” ribbon. This status ribbon provides users with a clear visual of the progress of every lead within their sales funnel at-a-glance. This creates a natural prompt for the agent, while simultaneously identifying the next step in the funnel that the lead should be progressing towards.

3. Boundary Elimination
Vortex is the first prospecting platform to detect when a property has multiple lead types. For example, it is possible for a property to be in a pre-foreclosure status, while the homeowner is trying to sell it as For Sale By Owner, after a failed attempt at listing their home with an agent. In other words, a property could be a Pre-Foreclosure, FSBO and Expired lead simultaneously. Instead of showing these disparate lead types in a siloed view—as is the industry standard—Vortex combines them in a unified property view to provide the agent with a complete understanding of the subject property’s history, leading to greater empathy, understanding and effectiveness while prospecting.

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Vortex features a whole new contact management system. The system allows for filtering by lead status, sales stage or even custom tags. The features and benefits of the Vortex system are all packaged into one sleek, minimalist design. Vortex is professionally structured, easy to navigate and generally more efficient to use.

Why do I need it?

Putting our lead management software online creates instant accessibility from any internet-connected device. The number of devices through which you access your account is unlimited, giving you more flexible working options.

You’re also given additional flexibility in the way you prioritize your workflow. The Vortex system gives you customizable visibility on your leads, so you can contact the ones you want to, when you want to.

How do I get it?

We are currently bringing all new clients onto the Vortex platform. For existing clients, we will be migrated market-by-market beginning in early Q2, however, existing clients who wish to move to Vortex now can do so without moving the legacy lead manager data to the new platform.

For more information visit the Vortex page here, or call us at (800) 731-7339.

A New Approach for 2015: Second to List – First to Sell™

By Mark Leck, CEO

I want to challenge agents to think differently about their business strategy in 2015. I want you to acknowledge that in each of your markets, there is a relatively fixed number of people that are going to list and eventually sell their home at any given time. Yes, there are ebs and flows. Yes, this number varies year over year, especially given certain macro economic factors — but ultimately, there is a measurable and predictable number in each of your markets.

For example, let’s say in January 1000 people are going to list their home. What % of that market opportunity do you expect to get? How do you expect to get it?

Most agents approach their business with the naive goal of being the first and only agent a seller should list with: a First to List, First to Sell™ strategy. Only to be disappointed and frustrated when their friends and family fail to call them to list. Or to realize they simply don’t have enough friends and family to sustain their business.

We propose a Second to List, First to Sell™ business strategy that acknowledges the fixed market opportunity, and refocuses to the greatest potential within that market.


Define “Fixed Market Opportunity”

What we mean by “Fixed Market Opportunity” is that ultimately there is a set number of homes that will list and sell each month. Because there is a sufficient number of agents in each market, as well as the opportunity to list as For-Sale-By-Owner, most people who intend to sell are identifiable because they are either listed with an agent, or have decided to list their home on their own as a FSBO. The importance of this concept is to make clear that in each market, there may only be 1000 properties that list (even if there are 4000 agents in that market), and out of those, let’s say that 50% of them will sell in a given month.

The question is, how large of that market opportunity can you as an individual agent expect to get? Is it 1% (10 listings per month)? Is it 0.5% (5 listings per month)? The answer is this depends on the size of your sphere of influence/past client database.

For some agents, that answer is 0-1 listings, because they have no Sphere of Influence/Past Client database. But if you can only list less than 1% of the market from your SOI, what about all the other properties that are listed for sale, but don’t actually sell? This is a huge market opportunity, and one that should be apart of every agents business strategy.

If you can’t be the first to list the property, you should be the second to list it — and make sure you are the first to sell it! Hence, a Second to List, First to Sell™ strategy.

What is a First to List, First to Sell™ real estate business strategy?

The goal of this strategy is to be the first and only agent a seller chooses to list and sell their home. This strategy is dependant upon having a large sphere of influence (friends and family), and more importantly, a large database of past clients. This strategy is most often successful after an agent has been in the business for several years and has developed a large SOI and past client database through prospecting with a Second to List, First to Sell™ strategy to Expireds and For-Sale-By-Owners.

Unfortunately, many new agents begin their career in real estate attempting this strategy, which often leads to low production and disappointment, because their SOI is not sufficiently large enough to sustain them.

What is a Second to List, First to Sell™ real estate strategy?

A Second to List, First to Sell™ real estate business strategy is the fastest strategy for growing your sphere of influence and can ultimately lead to a long-term First to List, First to Sell™ strategy. This strategy acknowledges the Fixed Market Opportunity, and identifies the largest opportunity available for agents is targeting homeowners who have an intent to sell, and have previously listed with another agent (expired listings) or are listing their home on their own (For-Sale-By-Owner listings).

An ideal agent for this business strategy is someone who doesn’t have any past clients, or someone who’s past client database isn’t sufficiently large enough to generate enough repeat/referral business to achieve their business goals. We believe this is the best strategy for real estate agents to create a sustainable real estate business.

Again, our challenge to you in 2015 is if you haven’t reached a level of production within the industry that you are happy with, change you strategy! My father use to always say: “If you do the same thing as everyone else, expect the same results.” So let’s not do that. Having a First to List, First to Sell™ strategy is fine, but if it can’t sustain your business or doesn’t succeed in helping you to achieve your goals, then make the focus of 2015 to have a Second to List, First to Sell™ prospecting strategy.


Back to Basics: Using the Slow Season to Brush Up on Your Prospecting Skills

winterhouseAs the cold begins to creep in, the real estate market inevitably starts to slow. At this time of year you will most likely have fewer appointments and showings than you enjoyed in the summer months. Use this time to brush up on one of your most important real estate tools: prospecting.

Here are five ways for both new and experienced Realtors to beef up their prospecting and keep business flowing.

1. Get Organized
Keep track of your leads in an organized way. Whether you use a simple spreadsheet or a more sophisticated lead management platform, make sure you have a way to track and categorize any and all leads. Losing track of leads is one of the greatest missed opportunities in real estate.

2. Practice Your Pitch
Using a script is one of the best ways to overcome a fear of talking to people. Having a good idea of what you will say before you say it keeps you on track and helps you focus on your goal rather than your nerves. Have an outline of the points you want to hit and have that outline memorized. Then practice, practice, practice. This will keep you from sounding canned but will also keep you focused.

3. Don’t Rely Completely on Technology
Real prospecting is becoming a lost art. Basic sales skills are still a very important part of real estate. And as more people sit in front of a computer screen all day with little human interaction, your ability to connect one on one with possible leads will be even more powerful.

4. Ask for Business
Ask this question to anyone and everyone: “Do you know anyone who may be thinking of buying or selling a home?” They might say no because they are caught off guard or haven’t had time to think about it. If so, follow up with, “That’s fine. If you think of anyone I would appreciate it,” and give them your card. Be friendly. Thank them just for taking the time to think about it for a few minutes.

5. Track Your Results
Track the results of any and all prospecting. For X number of phone calls, how many appointments did you get? Of those appointments, how many actually resulted in a meeting? Of those meetings, how many turned into a signed contract? When you know the results of your efforts, you can then tailor those efforts to reach the goals you have set for yourself.

Prospecting is the part of real estate that many Realtors dread the most, but it is arguably one of the most important business building activities. If you make it a goal to prospect daily, your business will survive even the coldest of real estate seasons.

Developing a Strategy to get More Referrals and Real Estate Leads

Business Card CupReferrals are a powerful way to build your business. They deliver more high quality leads than possibly any other type of lead generation.

Why? Because referrals are typically beyond the “thinking about it” stage of buying or selling a home and are ready to sign a contract. And because you have been recommended by someone they trust, they are more likely to sign that contract with you.

The following tips will help you develop a strategy that will produce a crowd of real estate “groupies” who will rave about your services to anyone who will listen. (more…)

Being a Real Estate Hero: Prospecting During the Holidays through Stellar Customer Service

Happy Elderly CoupleThis holiday season, families across the country will gather for Thanksgiving and Christmas celebrations. If they live far away from each other, these events may be the only time throughout the year when everyone can sit down and talk face to face about family issues.

One of the biggest family issues facing baby boomers today is what to do about their rapidly aging parents. They may have noticed recently that Mom or Dad is starting to forget important things, can’t function as well as before, or is having trouble getting around safely.

While moving an aging parent (or parents) out of their home might be necessary, it is still a difficult decision for adult children to make. And even if they can convince their parents to move, there is the overwhelming issue of what to do with all of their stuff – particularly their home.

As a Realtor, you can make the process much easier by stepping in and offering to help with the sale of the home. Explain that rather than trying to do it themselves, using your services can save them time and hassle while they are making all of the other arrangements – financial management, health care, transportation, etc. – for their parents.

In addition to your real estate services, offer advice and resources on housing solutions, de-cluttering, cleaning services, and storage units. Suggest the names of repairmen or other contractors if the home needs some fix-ups. Establish relationships with local assisted living centers in your area so that you can recommend those that will best meet your client’ needs.

Being more than just a Realtor in this situation will go a long way toward building relationships that will garner future referrals. Approach it as an expert who can help with every aspect of their situation, not just the sale of their home.

This extra work will pay off. These grateful clients will rave about you to their friends, neighbors, and extended family, who at some point will also need the services of a Realtor as their own parents begin to age and need alternative living situations.

In the bestselling book Delivering Knock Your Socks Off Service, great service is defined as “creating a positive, memorable experience for every customer. It means exceeding expectations and satisfying needs – and in such a way that you’re seen as easy to do business with. It means looking for opportunities to wow and delight your customer in unique and unexpected ways.”

If you do this consistently, especially with clients facing a stressful and uncertain situation such as aging parents, you can build a business that runs itself completely on referrals. Over time, happy, satisfied clients will bring in more – and better quality – business than all other prospecting efforts combined.

For more information and resources on lead generation and prospecting, contact REDX today.

5 Myths of Real Estate Prospecting

Call iPhoneProspecting. Love it or hate it, it is a vital part of any realtor’s tool chest. And while there isn’t necessarily only one “correct” way to prospect, there are some misconceptions floating around that can make your job more difficult.

Here are 5 prospecting myths that may be holding you back: