Putting The Customer First Tuesday April 30, 2009

DRE LICENSE NUMBER MUST BE ON FIRST POINT OF CONTACT MATERIALS. This bill also requires agents’ license numbers on real property purchase agreements

DRE CAN DISCIPLINE LICENSEE FOR INFLATING BPOS Beginning on January 1, 2009 the DRE can suspend or revoke a real estate license if the licensee generates an inaccurate opinion of value (Broker Price Opinion or BPO) for a short sale of residential real property to manipulate the lender to reject the short sale or to acquire a financial or business advantage, such as obtaining a listing agreement Beginning on January 1, 2009 the DRE can suspend or revoke a real estate license if the licensee generates an inaccurate opinion of value (Broker Price Opinion or BPO) for a short sale of residential real property to manipulate the lender to reject the short sale or to acquire a financial or business advantage, such as obtaining a listing agreement

TENANT VICTIMIZED BY DOMESTIC VIOLENCE CAN TERMINATE TENANCY Beginning on September 27, 2008 a tenant can terminate a tenancy upon giving a 30-day written notice to terminate, if the notice also informs the landlord that the tenant or a household member has been a victim of domestic violence, sexual assault, or stalking as defined. The tenant must attach to the notice a copy of a temporary restraining order. Beginning on September 27, 2008 a tenant can terminate a tenancy upon giving a 30-day written notice to terminate, if the notice also informs the landlord that the tenant or a household member has been a victim of domestic violence, sexual assault, or stalking as defined. The tenant must attach to the notice a copy of a temporary restraining order.

ATTITUDE DETERMINES ALTITUDE A Customer is not dependent on us; we are dependent on our customer. A Customer is not dependent on us; we are dependent on our customer. The customer is the most important person to serve. The customer is the most important person to serve. The customer is not an interruption to our work; he is the purpose of it. The customer is not an interruption to our work; he is the purpose of it.

I’VE HEARD THERE IS A RECESSION GOING ON AND WE AT PINNACLE HAVE DECIDED NOT TO PARTICIPATE. Choose to see this business as abundant, not scarce. Choose to see this business as abundant, not scarce. Adversity has helped us get better and stronger. Adversity has helped us get better and stronger. There are many examples at Pinnacle who are having an excellent year. There are many examples at Pinnacle who are having an excellent year. 69% of Investors believe that real estate is a better investment than stocks – Chief Texas A & M Real Estate Center. 69% of Investors believe that real estate is a better investment than stocks – Chief Texas A & M Real Estate Center.

THREE HELP POINTS TO AVOID PROCRASTINATION 1. Complete big tasks first thing in the morning. Make a TO DO list. 2. Break Big Jobs into smaller ones. 3. Team up with a fellow agent & hold each other accountable

The 6 P’s PROPERPRIORPLANNINGPREVENTSPOORPERFORMANCE

THINK CONCIERGE 1.“What else can I do for you?” 2.“What is most convenient for you?” 3.“How may I serve you?” 4.“Thank you” 5.“Yes” Become a yes person – Jim Carey Movie

PUT PEOPLE FIRST It Shows Them That You Care Technology is great & Paperwork is a must….BUT Technology is great & Paperwork is a must….BUT Remember we are in the people business. Remember we are in the people business. New business is 7X more expensive and more exhaustive than referral business. New business is 7X more expensive and more exhaustive than referral business.

GET SERIOUS ABOUT KEEPING YOUR CUSTOMERS. We are tempted to move on to “next” business. We are tempted to move on to “next” business. Go back and see your client after C.O.E. Go back and see your client after C.O.E. Only 40% of clients ever get a contact from their agent after closing. Only 40% of clients ever get a contact from their agent after closing. Less than 20% of agents ever have their clients in a database. Less than 20% of agents ever have their clients in a database.

GET SERIOUS ABOUT KEEPING YOUR CUSTOMERS Relationship marketing is easy, affordable and fun Relationship marketing is easy, affordable and fun Each of us represents the other 500+ Pinnacle each time we meet or speak with anyone – clients, potential clients OBs. Each of us represents the other 500+ Pinnacle each time we meet or speak with anyone – clients, potential clients OBs.

USE PROPER ETIQUETTE AND NETIQUETTE Use a professional address Use a professional address Always use “please” and “thank you” Always use “please” and “thank you” For Business, use Mr. & Mrs., Dr…. For Business, use Mr. & Mrs., Dr…. Read your messages over a few times before sending it. Read your messages over a few times before sending it.

USE PROPER ETIQUETTE AND NETIQUETTE Come across respectful and friendly. Come across respectful and friendly. There is a tone even in non-verbal communication. There is a tone even in non-verbal communication. Don’t abbreviate –U shud use ful wrdz, Plz and thnx Don’t abbreviate –U shud use ful wrdz, Plz and thnx Slang is not good. Offensive language is never OK. Can be traced. Slang is not good. Offensive language is never OK. Can be traced.

MAKE YOUR CLIENTS SMILE & LAUGH A little fun with customers can make a huge difference. A little fun with customers can make a huge difference. Laughter is a great stress reliever. Laughter is a great stress reliever.

MAKE ONE ENCOURAGING CALL EACH DAY Equates to 200 great contacts in a year. Equates to 200 great contacts in a year. What is it you can do a little extra that might make a big difference What is it you can do a little extra that might make a big difference

GIVE PEOPLE MORE THAN THEY EXPECT! Always look to do something extra Always look to do something extra It is that little extra that makes a BIG difference in keeping customers happy. It is that little extra that makes a BIG difference in keeping customers happy. Under promise and over deliver Under promise and over deliver Call them before they call you Call them before they call you Keep your promises Keep your promises Earn their trust Earn their trust

GIVE PEOPLE MORE THAN THEY EXPECT! Be there for all inspections & appraisals even if it takes a long time. Be there for all inspections & appraisals even if it takes a long time. Don’t send assistants for face to face big issues. Don’t send assistants for face to face big issues. Be a good Listener! Be a good Listener! Show them your marketing Show them your marketing Return calls immediately Return calls immediately

GIVE PEOPLE MORE THAN THEY EXPECT! Show them ALL homes available-including REO’s & Short Pays. Show them ALL homes available-including REO’s & Short Pays. Communicate on a regular basis. Once a week is not enough! Communicate on a regular basis. Once a week is not enough! They want us to understand them & their needs. They want us to understand them & their needs. Keeping them updated & guiding them in the right direction Keeping them updated & guiding them in the right direction Be specific, Not generic Be specific, Not generic

GIVE PEOPLE MORE THAN THEY EXPECT! Give feedback Give feedback Follow through on Commitments Follow through on Commitments Be very knowledgeable and professionally prepared Be very knowledgeable and professionally prepared Be Upfront & Honest Be Upfront & Honest Treat them the way you want to be treated Treat them the way you want to be treated Treat them with respect Treat them with respect

GIVE PEOPLE MORE THAN THEY EXPECT! Meet more regularly Face-to-Face Meet more regularly Face-to-Face Educate them with changes in the Marketplace Educate them with changes in the Marketplace Know the neighborhoods Know the neighborhoods Let the client do the talking Let the client do the talking Keep them informed on contract & contingency issues Keep them informed on contract & contingency issues Show them that you care about them! Show them that you care about them!

“AIM FOR SERVICE AND SUCCESS WILL FOLLOW” “AIM FOR SERVICE AND SUCCESS WILL FOLLOW” -Albert Schweitzer -Albert Schweitzer

The Bottom Line IF YOU LOVE REAL ESTATE, IT WILL LOVE YOU BACK