Ok, don't worry this won't be a detailed description of my recent visit to my dentist to get my teeth cleaned. No horrific recounting of the scraping of the molars!
During a recent visit to my dentist and while I was trying my best to relax while the hygeniest was doing her job to make up for my lack of superior flossing, thanks to her, I relized I had been missing a very salient point about customer service.
This realization came from my first hand experience for those thirty minutes. Now, she was obviously very experienced in her profession, I was confident in her ability to do the job. She also let me know what she was doing all the time. Keeping me informed of the process and pointing out any trouble spots and making recomendations. I was absorbing a lot of detail! To much detail!
Her intent was noble and she was doing a good job. But frankly, in that somewhat stessful situation, I don't want all the detail about the process. Like most of us, I want the job done and then I want out of that dental chair ASAP!
She was good but she was to involved in informing her clients. She was, in her mind being professional and helpful.
Then it hit me! Do I make the same mistake in my real estate business? Do we all over inform our clients with the minor details to the point of ad nauseam?
In an effort to do the best for our clients, to keep them "in the loop", are we over explaining the process? Very likely, yes! They want you to get the job done and they want out of that chair as fast as possible.
Don't over burden your clients with details of the process. They need to know all the important factors involved in buying and selling a home, but they don't need to feel as if the are getting their molars scraped. Keep it simple, get the job done, protect your clients and make it fun.
Saturday, January 15, 2011
Sunday, January 2, 2011
Communicating with Social Intensity
I went back over the last year and reviewed how I had communicated with my clients.
What I saw was a very real shift to the use of texting. For the first time, the primary means of communication was through texting, not phone calls, not email. Text messages made up at least 75% of my communication with my clients. And as a result, we communicated more often and more efficiently. It really worked for all involved.
Here, in order, are the means of communication that keep your clients more informed than ever.
Text-quick and unobtrusive.
Text a voice memo-use when a little more detail is needed. Just recently started using voice memo texting, it is great!
Phone call-only on important issues or when only a detailed discussion will do.
E-mail-a more lengthy discussion or a need to send required attachments. I would often send a text letting my client know to check their email later. When using e-mail, my expectation and need for a response would not be for a few hours or day or more. Generally, no issues of urgency.
Another great use of texting that clients respect, if I'm in a meeting or in a situation where answering a phone call would be rude, my clients get an immediate text response letting them know I saw that they called and I will respond as soon as I am out of the meeting.
They know that you know that they are there.
Do you use more text messaging in your personal and business communication? Has it made you more responsive and more efficient?
What I saw was a very real shift to the use of texting. For the first time, the primary means of communication was through texting, not phone calls, not email. Text messages made up at least 75% of my communication with my clients. And as a result, we communicated more often and more efficiently. It really worked for all involved.
Here, in order, are the means of communication that keep your clients more informed than ever.
Text-quick and unobtrusive.
Text a voice memo-use when a little more detail is needed. Just recently started using voice memo texting, it is great!
Phone call-only on important issues or when only a detailed discussion will do.
E-mail-a more lengthy discussion or a need to send required attachments. I would often send a text letting my client know to check their email later. When using e-mail, my expectation and need for a response would not be for a few hours or day or more. Generally, no issues of urgency.
Another great use of texting that clients respect, if I'm in a meeting or in a situation where answering a phone call would be rude, my clients get an immediate text response letting them know I saw that they called and I will respond as soon as I am out of the meeting.
They know that you know that they are there.
Do you use more text messaging in your personal and business communication? Has it made you more responsive and more efficient?
Friday, December 17, 2010
Thursday, December 16, 2010
Best Mobile Apps for Home Buyers
I am often asked which mobile apps I have on my Iphone. Well, I have 16 apps that are related to my profession. Many of these are of the professional nature that allow me to conduct my business in the most efficient way possible. Most of these don't apply at all to the consumer based property search apps. But, I do have, in this batch of 16, many property search apps.
Buyer's and seller's need the search applications that can give them immediate access to the available properties and information on these properties.
So, if you are a buyer or seller of a home, what applications should you have on your mobile device? There are numerous ones to select from, but you only need a few to be confident that your search will be a success. Here are my recommendations.
For property searches, I have previewed and used most if not all the available apps. I like two of the national brands.
Redfin just seems to be very user friendly. I like the layout and the information is accurate and timely. Also, Realtor.com is a very good app. For national brands, I think these are the only two you would really need. Many people are using Zillow and it gets high marks, but if you are depending on it for property valuation, be careful because myself and many clients have found numerous mistakes when it comes to the valuation part of this service.
You should also have an app that has access to your local MLS and is provided by a realtor. Look for a realtor in your market area that you can work with that has his/her own personal real estate search application. I have my own application for my clients. The reason for providing this is it allows the folks I am working with to search from this app and if they have a question or would like to set an appointment to see a property they can touch the "call" icon and they are connected to me directly. This is beneficial because they don't have to "fend off" every realtor if they were to call on each property while searching. Also, from the app they can save and send the properties they like directly to me, so that together, we get a real focus on what we are looking for in a home. These apps are free and easy to download. I subcontract with Smarter Agent in my design of the app. It has all the same attributes of the national brands but it allows my clients to share their preferences while accessing my market knowledge. This app can be downloaded to your smartphone by texting Kev to 87778.
If your realtor does not have a personal mobile app, ask them to get one, it will help with your search and information gathering.
One last thing on local real estate searches. As a realtor, make sure that your website is adapted for mobile. In other words, if it is bookmarked on a mobile device by your clients, the configuration should be simplified for easy use. I did this with my site and the interface and functionality is greatly simplified. Again, easy to do.
Here is an article that rates the national real estate apps.
Click Here
Buyer's and seller's need the search applications that can give them immediate access to the available properties and information on these properties.
So, if you are a buyer or seller of a home, what applications should you have on your mobile device? There are numerous ones to select from, but you only need a few to be confident that your search will be a success. Here are my recommendations.
For property searches, I have previewed and used most if not all the available apps. I like two of the national brands.
Redfin just seems to be very user friendly. I like the layout and the information is accurate and timely. Also, Realtor.com is a very good app. For national brands, I think these are the only two you would really need. Many people are using Zillow and it gets high marks, but if you are depending on it for property valuation, be careful because myself and many clients have found numerous mistakes when it comes to the valuation part of this service.
You should also have an app that has access to your local MLS and is provided by a realtor. Look for a realtor in your market area that you can work with that has his/her own personal real estate search application. I have my own application for my clients. The reason for providing this is it allows the folks I am working with to search from this app and if they have a question or would like to set an appointment to see a property they can touch the "call" icon and they are connected to me directly. This is beneficial because they don't have to "fend off" every realtor if they were to call on each property while searching. Also, from the app they can save and send the properties they like directly to me, so that together, we get a real focus on what we are looking for in a home. These apps are free and easy to download. I subcontract with Smarter Agent in my design of the app. It has all the same attributes of the national brands but it allows my clients to share their preferences while accessing my market knowledge. This app can be downloaded to your smartphone by texting Kev to 87778.
If your realtor does not have a personal mobile app, ask them to get one, it will help with your search and information gathering.
One last thing on local real estate searches. As a realtor, make sure that your website is adapted for mobile. In other words, if it is bookmarked on a mobile device by your clients, the configuration should be simplified for easy use. I did this with my site and the interface and functionality is greatly simplified. Again, easy to do.
Here is an article that rates the national real estate apps.
Click Here
Tuesday, December 14, 2010
Sunday, November 28, 2010
When I Preview Property I Bring Along 600 People
Every week, as a Realtor, I get in my car and drive around the cities in my market area and preview all the latest and newest property listings. I'm out doing my research and looking for the best deals and values for present clients and future clients. On average, I will see between 20 to 40 new properties a week!
And, when I am out looking, I am taking along 600 people with me! That's right 600 people!
This again is part of the Mobile Mindset! I want anyone that has contact with me to see the best deals as I see them and in real time or as close to real time as possible. Again, the tool is my Iphone. Using the tool isn't that innovative or hasn't already been tried, but the key is in the how to apply the tool in a way that maximizes it's usefulness! How do I apply it in a way that best benefits the folks I work with? How do I use a Mobile Mindset?
OK, an example of what I will do at a property that I feel is an exceptional deal and is a standout value. Keep in mind, I am not looking for the best deal or value for any one day. I am looking for a good deal or value in general. I might go a week or two without highlighting a property. I'm selective! It has to be good!
Anyway, here is a typical scenario. If I like a certain property I immediately take a few photos with my Iphone. Right away, before I go to the next property, I work on getting the word out!
One, I tweet a "Hot Property Alert" to my Twitter followers. Always a #hotpropertyalert hash tag.
Two, I send a specific text message to any clients who have expressed an interest in this type of property. They get a text message as I see the property. They know it is real time!
Three, I send an email to the same client or clients
Four, I send an email blast to my group email list which consists of past clients, friends and colleagues. They are always interested in value and in what is happening in the local Real Estate market.
Five, and I will do this if I have a little more time. With the photos I create a very quick video montage with Animoto. I like Animoto because I like the way they edit the images and I like the music and vibe. It has energy that I like. I can tweet this or email or both.
Six, I check in with Foursquare at the location. This way a map is included and I am immediately the Mayor! Just for fun.
Seven, when I tweet the Hot Property Alert, I include #in so that my connections on Linkedin are included.
Eight, my Facebook friends are notified because of the Facebook/Twitter connect.
Nine, if I have one client who must see this property because they are a very active buyer, they get the ultimate reach out. They get a phone call from me while I am at the property. Old school yes, but my clients know that when I call it is a property they must see!
Ten, and this is after I get back to the office, I will post a little more information about the properties on my website page "Comments and Gem's of Wisdom". This page has built up a following as a resource or brief summation of the Hot Property Alerts.
With this strategy I presently cover over 600 people and growing. And, there is very little overlap because of the diversity of the sources. Not all my Facebook friends are on my email group list. Twitter covers a broader base. My Linkedin connections are another entirely different group. Visitors to my website can come from anywhere. And the most important, the focus on one individual client who's needs fit the property.
That is how I fit 600 people in my car when I go preview the latest property listings!
I am working on true video next although it takes a little more time. I'm sure I am behind the curve on that one.
With an open Mobile Mindset, this strategy could change!
Kevin Nolan
And, when I am out looking, I am taking along 600 people with me! That's right 600 people!
This again is part of the Mobile Mindset! I want anyone that has contact with me to see the best deals as I see them and in real time or as close to real time as possible. Again, the tool is my Iphone. Using the tool isn't that innovative or hasn't already been tried, but the key is in the how to apply the tool in a way that maximizes it's usefulness! How do I apply it in a way that best benefits the folks I work with? How do I use a Mobile Mindset?
OK, an example of what I will do at a property that I feel is an exceptional deal and is a standout value. Keep in mind, I am not looking for the best deal or value for any one day. I am looking for a good deal or value in general. I might go a week or two without highlighting a property. I'm selective! It has to be good!
Anyway, here is a typical scenario. If I like a certain property I immediately take a few photos with my Iphone. Right away, before I go to the next property, I work on getting the word out!
One, I tweet a "Hot Property Alert" to my Twitter followers. Always a #hotpropertyalert hash tag.
Two, I send a specific text message to any clients who have expressed an interest in this type of property. They get a text message as I see the property. They know it is real time!
Three, I send an email to the same client or clients
Four, I send an email blast to my group email list which consists of past clients, friends and colleagues. They are always interested in value and in what is happening in the local Real Estate market.
Five, and I will do this if I have a little more time. With the photos I create a very quick video montage with Animoto. I like Animoto because I like the way they edit the images and I like the music and vibe. It has energy that I like. I can tweet this or email or both.
Six, I check in with Foursquare at the location. This way a map is included and I am immediately the Mayor! Just for fun.
Seven, when I tweet the Hot Property Alert, I include #in so that my connections on Linkedin are included.
Eight, my Facebook friends are notified because of the Facebook/Twitter connect.
Nine, if I have one client who must see this property because they are a very active buyer, they get the ultimate reach out. They get a phone call from me while I am at the property. Old school yes, but my clients know that when I call it is a property they must see!
Ten, and this is after I get back to the office, I will post a little more information about the properties on my website page "Comments and Gem's of Wisdom". This page has built up a following as a resource or brief summation of the Hot Property Alerts.
With this strategy I presently cover over 600 people and growing. And, there is very little overlap because of the diversity of the sources. Not all my Facebook friends are on my email group list. Twitter covers a broader base. My Linkedin connections are another entirely different group. Visitors to my website can come from anywhere. And the most important, the focus on one individual client who's needs fit the property.
That is how I fit 600 people in my car when I go preview the latest property listings!
I am working on true video next although it takes a little more time. I'm sure I am behind the curve on that one.
With an open Mobile Mindset, this strategy could change!
Kevin Nolan
Friday, November 26, 2010
"What in the World is This?"
This is my first foray into using QR codes of any kind. This is in keeping with my Mobile Mindset that I discussed in a previous post.
This ad is a full page in our local community tab newspaper. I put the ad in the real estate section which has about 80 pages of property ad listings, all the standard with photos, description, price, etc.
I wanted a lot of white space around the QR code for effect and it has worked. The QR code is a link to a property website. The ad itself has no description of the property, the price or any photos. It isn't even clear that it is for a property until you read the bubble quote above my head.
This ad went out in our local newspaper this morning and I am extremely pleased with the response! I checked in on my Google Analytics for the site and traffic is up dramatically. Also, I have had a number of calls from other agents commenting on the ad. All positive.
The beauty of course, is that it is new, unique to our market and it positions me as a leader locally in technology and mobile marketing for real estate. It will create a buzz.
My plan is to use QR codes for not only property listings, but also for my blog page, or my home page, or Twitter. The fun is in being creative! Each ad will have a headline that has zero to do with real estate and hopefully will contain some humor. Think the VW Beetle ads from years ago.
The full impact is yet to be measured........but I'm already working on next weeks ad!
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