The Relationship Revolution

Staff is Pretty Jazzy

We've got such a great staff here at PropertySource ... sometimes we just have to brag on them. Jeanette is not only a valuable part of the team (she's been with us for 10 years), but she's also known in the region for her jazz vocals with duo Walker & Kays. "Singing is not what I do - it's what I am!" she says. Jeanette recently made headlines for her involvement in a University of Louisville exhibit that focuses on jazz in the city, and also generates funds for budding musicians through an auction of original artwork.

The exhibit at the university's Ekstrom Library runs through the end of May and focuses on contemporary jazz artists like Jeanette through their reflections, bios and photos. There's also a short history of Louisville jazz. UofL fine arts students have provided their own artistic interpretations of jazz for display and auctioning. Proceeds benefit the Louisville Public Media program which provides musical instruments to school kids who aren't able to buy one.

Sounds just like Jeanette to be involved in something like this. She's very into human development and is dedicated to being a well-rounded person. Studies have shown that's just what happens to children who get involved with music. They make better grades, too. Thanks, Jeanette; we think you're pretty jazzy.

Marge sees the silver lining

We got a great email from one of our Broker clients the other day who had recently been to their annual conference - the one where achievements great and small are celebrated, and that this year might have been expected to be more of the latter. Even though a few Quarters earlier, the two of us had talked about the market and our concerns, it turns out that her agents worked the "silver lining" into the year after all!

Marge Patterson, VP at CENTURY 21 Realty Group, reports that the company ended the year as the #1 CENTURY 21 company globally - in both units and AGC. Great, and not the first time Marge and her group have achieved that!

Here are some high points she shared with us about their '07:

• The Rookie of the Year closed 25 units in the first 7 months of her career
• The Top Agent closed $57,400,000 in sales volume
• The company sold 1 out of every 5 homes in central and southern Indiana
• They closed the year with 8544 units and more than $1.4 billion in volume

Reciting these and other silver linings, Marge said, "I don't see that the sky is falling! I do understand that the lenders are in trouble, and that the world economy may look like it's in a tailspin," but she also sees that as an opportunity to work the segments of the market that can be worked. "Realty Group outperformed the marketplace by dropping only 5.02%. [sales overall were down 11.96%] And interest rates are at a 45-year low! Housing is affordable and interest rates allow buyers to purchase larger homes than they could have earlier."

In closing, she said, "And they say business is bad. I figure if some brokers think the market is really bad and nothing is selling, then it is time for us to push forward really hard. That's how Eagles soar ... they fly against the wind ... not with it." She expects to do even better in 2008. Thanks for the encouragement and reminder, Marge! We're passing it on. Fly like an eagle, to the sea ...

Giving Program Flies Higher!

Our members continue to step up to our invitation to be a part of the Realtors Reach Out Giving Campaign. Since we initiated this phase of the program in late October 2007, their participation has resulted in $18,300 being donated to the American Cancer Society. Here's a record of that enthusiastic participation, reflected in total donations raised:

Our members continue to send in reports of how moved their contacts and former customers are by the thoughtful donations in their honor.

As you may have read in this space earlier, PropertySource donates $50 from every new member in our relationship marketing program who wants to participate. They, in turn, identify their most valuable clients, and let them know through the customized campaign that a donation has been made to the American Cancer Society in their honor. It seems as if every family has been affected either directly or indirectly by cancer.

As our agents have been moved by the grateful comments from their clients, we have been touched by the many comments we've received from them. One of my favorites is from Donna Greenup, a Relationship Master from Kentucky. She sent this in after an online Webinar we hosted that updated our members on the success of the campaign and how to use the customizing tools to spread the word. "Thanks for all your good work to try to make us all better Realtors and better people." Very eloquent, Donna, and we are so happy that you feel that way.

The Handshake Phenomenon

Greetings from 20,000 feet.  On my way to Augusta, GA today.  As many of you know, I’m often finding myself in new restaurants, hotels and businesses all over the world.  As I’m typing this post, on a Northwest Airlink flight, I just took note of a trend I’ve observed.  As our flight attendant began beverage service, she didn’t push the bulky cart down the aisle, but instead came seat to seat to ask if we’d like something to drink.  This has long been the custom of Southwest Airlines and some regional jet services.  However, she also asked my name and wrote it down, followed by direct  eye contact, an extended hand and “It’s nice to meet you, Bob.”  She even complimented me on my ultra-small laptop and asked where she and her husband could find something similar.  She wrote my suggestion down too.

I had the same experience at a restaurant in Madison, Wisconsin just last week.  My friendly bartender asked my name, shook my hand, wrote his name down for me and proceeded to refer to me personally throughout my quick meal at the bar.

I’d call these two great examples of relationship marketing at work – in places we might not expect to be addressed so personally.  Great examples we should be following every day in our real estate and lending practices.  Let me know if you’ve seen a similar trend in your part of the world.  Bob

How will you spend your extra day?

Hey, tomorrow wasn't on last year's calendar.  And, it won't be on next year's either.  You have an extra bonus day this year, and a great opportunity to do some critical things you might have been putting off. 
How about a calling marathon?  I bet you could leave a voicemail for every A+, A and B client in your database.  Leave a clever message wishing them a happy February 29th.  Or, you could plot out a drop-by day and visit your closest relationships.  Whatever you do, make the day count!  You won't have another one for 4 years!

"The Silver Lining"

I was reading an article on 2008 Real Estate trends today (know we've all read plenty of them), and found some comments by speaker and trainer Walter Sanford that parallel what we've been telling our Masters who are quite understandably concerned about current market conditions.

These comments also struck me because the team here had just been talking about this and the silver linings that could emerge when the correction is over. The point he was making is that "buyers who qualify in today's market are more likely to be financially stable and to keep their homes for a longer period of time. This means they'll be more committed to staying in their new neighborhoods and making them a positive, vibrant place to live." (This is the article author, Emily Colin, writing about her conversation with Walter). "Also, today's real estate agents must take each of their clients more seriously than ever, discovering the clients' needs and then creating a marketing plan that addresses those needs on an individualized basis. The focus now is less on generating a high quantity of leads and more on cultivating the quality of individual leads generated. This is good news for the consumer, as it portends a more personal relationship with a dedicated Realtor or Lender."

We couldn't agree more! And it is the strength of those relationships that will bring the business to those agents who have built them, and paid consistent attention to them through it all.

Get a Life in 2008!

I've been reviewing the goals set by many of our Masters over the past few months and I've noticed a consistent trend.  Lots of great goals and resolutions for staying in touch, following the system and making more money. But an absence of goals related to personal care. 

Please remember, your success in business is dependent on your ability to schedule and enjoy recovery time.  To be at your best, you must take time to explore your personal interests, enjoy your friends and family and to have some good old-fashioned "down time" too.  And, don't forget, when it's YOU time, it's critical that you turn off the business phones and update your voicemail with a message letting clients know when you'll be available to serve them. They'll respect the boundaries you set if they know what they are.

Be sure your 2008 plan includes these critical areas, just for you:

• Plan some exercise every day.  You'll feel better, have more energy and give your self-esteem a shot in the arm.
• Take at least one day off every week.
• Schedule your vacation time now.
• Incorporate time for your children, grandchildren and family members.  Join your kid for lunch at school, surprise your spouse with an overnight escape, call your mother!

2008 is your breakthrough year!  Don't forget to take care of yourself as you take your business to new heights. 

What, no Internet?!

We arrived in the office this morning, excited to tackle a new full week.  As most of our staff were just getting their day started, we lost our office's internal Internet connection! (Don't worry, this does not affect any of our Relationship Manager systems, as they are all housed in our amazing data center off-site.)

As you can imagine, the buzz started and everyone was discussing how we could live without our connections.  It was like taking someone's Microwave away!  Folks began to talk about going home to work as we anxiously waited for an update from our provider.  Fortunately, we were able to regain composure, and think "back to basics."  I'm proud to say that several of our Member Success Team members are now busy working in the conference room on their personal handwritten notecards!  Donna Rae Hollis, our Member Success Team Leader, coordinated the effort, and we're reaching out to Relationship Masters who have not logged into their Relationship Manager recently.  (In this case, I hope you don't receive a notecard in a couple days!)

For those of you trying to reach us by email, we appreciate your patience.  We hope to be operational by mid-day and will catch up as quickly as possible.  Our phone lines are still operational, so feel free to call us at 800-298-5055 if we can assist in any way.

Then Everyone Stood

What an experience rolling out our Giving Program has been! We're generating donations for the American Cancer Society, and witnessed a dramatic example of how important that foundation's work is - probably to everyone we know.

Brand Loyalty & Relationships

One of the leading relationship marketing agencies in the country just released a study in which ING – the financial services brand – emerged in the #1 spot for brand loyalty. What's different about this is that the winners are usually car companies and airlines. ING outperformed, rather than outspent, its competitors. The study describes how ING customers feel "a sense of community" with other users of the brand, and that the company focuses on "keeping customers happy and committed by delivering a positive experience" rather than spending billions on brand advertising telling them that they are. Isn't that what we do with our clients when we make contact with them consistently? And it's contact that we personalize to make it more meaningful, whether that's in an e-Greeting, an e-Newsletter or our other relationship marketing tools. This study underlines that it's not just about making your brand (YOU) visible . . . it's about making interaction with your brand a positive experience your clients will remember.