Note from the author: There have been a lot of questions and comments on various online sites regarding this recent post. I think it’s important to clarify two points: 1. Any mystery shopping I have done has been on behalf of my builder clients, who have hired me to assess the showing and selling skills […]
Q: Denise, how do you know if your client care is exceptional if you never hear back from clients? I feel like I deliver amazing service, but I think companies like Nordstrom have so elevated the bar that people expect super-human performance from me. A: Nordstrom – and many other companies – have created a […]
Over the years you’ve heard me talk a lot about service. More times than I care to think about, I’ve seen (or been the victim of) absolutely appalling service. But occasionally I encounter a level of service that isn’t good, or great, or excellent. It’s extraordinary, brilliant, and incomparable. And that’s the kind of service […]
I am thrilled to announce the launch of “Club Zebra” – the resource for real estate agents interested in building (or maintaining) a successful and sustainable real estate business. Are you looking for a great real estate resource, industry experts, or a partner for success? Well, look no further … because you’ve found it. Welcome […]
Q: I took the summer off to spend time with my family. How can I jump-start my business? A: It’s great that you had time with your family this summer. And now is the time to get active again. You’ve probably let two critical areas of your business slide over the summer – lead generation, […]
As I write this I’m looking outside my window – amazed at how our wet Washington winters and springs, followed by a burst of warm weather, have created landscaping in my yard in what almost seems “overnight”. The reality, of course, is that it didn’t happen overnight. I began planning my landscaping project about 18 […]
If you read my recent Zebra Report series on open houses, you know that great open houses can generate so many opportunities. I’m thrilled to tell you that I’m starting a new Zebra Report series, dedicated to helping you adopt the concepts from the open house series to create a successful buyer business. Are you […]
Q: Denise, what do you think is the single biggest mistake agents make today? A: By far, the biggest mistake agents make is forgetting about past clients. Agents today spend so much time focusing on their ‘right now’ clients, they forget (and often ignore) the value that their past clients bring to their business. According […]
As the fourth and final installment of my open house series, I’m going to share the importance of strong follow-up and communication plans, and why you’ll never achieve the full potential of an open house without them. Follow-up … or fail! Quite often one of my clients will call me and say, “I thought I […]
Q: I have too much to do every week and am getting behind. How do I manage my time more effectively? I feel like I’m drowning! A: Any time I hear an agent feel like they’re losing focus I know they’re not doing what I call “the hour of power”. You’ve probably heard me talk about the hour […]
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