Month: February 2018

10 Keys To Having A Great Reputation | MASTROIANNI CONSULTING


Our reputations define us.  They determine how we are viewed by our peers, customers, clients, socially, in business – our very success depends on a good reputation.  After all, who wants to be associated with someone who is thought of as a thief, or lacking in integrity?

Here are 10 habits to adopt to build a great reputation:

  1. Be honest in deeds, thoughts and actions.
    Honesty and integrity are paramount to a great reputation.  Being honest means choosing not to lie, cheat, steal, or deceive in any way.  If you do those things, that is what you will become know for.
  2. Be kind.
    Being kind is more than just being nice.  It has more to do with genuinely caring about other people.  It is rewarding!  It strengthens relationships and builds communities.  It is a deliberate action, just as deciding to be a jerk is a deliberate action.
  3. Stay humble.
    Humility is important because it prevents hubris.  Being humble means you are not boastful or arrogant.
  4. Never stop learning.
    We always have more to learn.  Never think you know it all, and never discount others and what you might be able to learn from them.
  5. Keep good company.
    Surround yourself with people you want to be like.  This is a conscious choice and a reflection of your own values.
  6. Be genuine.  Make genuine connections.
    Genuine means actual, real, honest and sincere.  Genuine people are true to themselves.  Be authentic.  Not who you think you are or who you think you should be.  Be your self.  Who else is better qualified?
  7. Be sincere.  Value the details.
    Sincerity is your personal commitment to everything that you do.  Always be good for your word, even if it wasn’t an explicit promise.  Pay attention to the little details; write thank you notes, keep appointments, remember names.
  8. Go above and beyond.
    Value excellence.  Give excellence.  Give more than expected.
  9. Own your mistakes.
    How you deal with failure and mistakes says a lot about you.  Don’t blame others.  Step up, own them, fix them.  Move on.
  10. Persevere.
    Reaching goals requires hard work and perseverance.  Particularly in the face of difficulties.  Take the hard meetings, make the hard phone calls and work through any crisis.  Push forward and believe you will succeed.

Building a great reputation takes commitment and hard work.  If it was easy, everyone would do it.

For more information and to learn how we can help you become more successful please contact one of our Client Care Specialists.  You can reach us at (636) 220-7481 or

Other articles that may interest you:

Recovering From A Business Setback | MASTROIANNI CONSULTING

The Importance of Mindset | MASTROIANNI CONSULTING

5 Ways to Build Stronger Customer Relationships | MASTROIANNI CONSULTING

Words To Earn Client Loyalty | MASTROIANNI CONSULTING

Words matter.  Words can hurt and they can heal.  They can convey respect and understanding and they can also convey disinterest and ignorance.  Being on top of your game with your word choice offers you the opportunity to bond with a person while eliciting a positive emotional response.

Here are some words and techniques that may help you to stand out from the competition and earn client loyalty.

I hear…” After listening closely, follow up with questions that repeat back what you heard the person say.  Begin your sentence with “I hear”.  Eva Doyle, a national speaker on leadership issues and author of ‘The Reluctant Leader’, offers this as an example: “I hear that you like Washington Park, but your budget may not be enough for that area. Would you consider a neighborhood a little more north? Or would you rather stretch your budget?” This demonstrates that you’re listening well and interested in what the person is saying to you.

Fear, anxiety, reluctance, love, hope, home…”  Use emotional words that tap into people’s most inner thoughts.  In a real estate situation, remember that people are buying a home; a place where they will witness their life events.  Their inner thoughts may include challenging words, such as ‘fear’, ‘anxiety’, and ‘reluctance’.  You can balance these words with opposite, positive keywords, such as ‘love’, ‘hope’, ‘home’, and ‘future’.  Being aware of emotional cues can help cement your client relationships.

P” and “T” sounds.  Words and sentences with several ‘p’ and ‘t’ sounds have a staccato effect, which inspires excitement and communicates energy, says Amanda Plecas, vice president and chief creative officer at Waterhouse Public Relations.  Plecas says the cadence, rhythm, and musicality of what you’re saying can affect a listener’s perception of your words.  For example, saying “I have a tried and tested marketing plan” sounds more upbeat than “I have developed an exclusive marketing plan,” Plecas says. Or, “I’ll be your personal real estate textbook” is more enthusiastic than “I am a resource to help you make a well-informed decision.”

“Personally invite…” A personal invitation to anything ramps up its importance and engenders good will.

“Your kids are well-behaved…” Genuinely engage with people by complimenting them on their children or anything else that may apply.  This helps build rapport.  Listen to their story, find our what’s interesting to them?  Find out what makes them who they are before you launch into your sales pitch.

“I specialize…”  Showcase your expertise.  This inspires trust.  There are many ways to be an expert.  Do your research so you feel confident making the statement.

“Honestly…”  Only use it when you are speaking honestly.  It allows you to convey an opinion that may not be what the person wants to hear.  Said earnestly, it can soften bad news.

This list is not exhaustive and is only intended to demonstrate how important words are to our conversations on a daily basis.  Being articulate is just another aspect of being professional.

Sourced in part from a article by Danielle Braff.

Mastroianni Consulting is a small consultancy firm serving the needs of Realtors and their clients.  Dedicated to Excellence, they provide support services that assist real estate agents to grow their businesses.

Other articles you may find of interest:  The Importance of Mindset | MASTROIANNI CONSULTING
Recovering From A Business Setback | MASTROIANNI CONSULTING
Best Time To Post On Social Media (Infographic)| Mastroianni Consulting


Best Time To Post On Social Media (Infographic)| Mastroianni Consulting

Times can vary depending on your location and the social media platform that you are posting to.  See below for the best times to post on each social media platform……


Sources:  RETechnology, SproutSocial, Hootsuite, ShortStack, CoSchedule Blog, Firebelly

Other articles of interest: Email Subject Lines: Words to stay away from | MASTROIANNI CONSULTINGThe Importance of Mindset | MASTROIANNI CONSULTING17 Time Management Tips (Infographic) | MASTROIANNI CONSULTING

The Importance of Mindset | MASTROIANNI CONSULTING

Every now and then many of us will have a self-limiting thought or belief.  That is why mindset is so important.

Mindset matters—perhaps more than anything else. The only glass ceiling you’re going to hit is the one you create for yourself. With every request made of you, your mind automatically moves to a “fixed” or “growth” mindset.

People with a fixed mindset believe qualities like intelligence, talent, or networking and social skills are fixed traits that can’t be improved upon.
“I stick to what I know”
“When I am frustrated, I give up”

On the other hand, people with a growth mindset believe their most basic abilities can be developed through dedication and hard work—that having a brain and talent are just the starting point.
“Failure is an opportunity to grow”
“I can learn to do anything I want”

The importance of having a growth mindset is critical to your success. How you feel about yourself on the inside spreads to how you look and perform on the outside. Set aside time every day to work on yourself: your mindset, self-image, looks, self-talk and your belief in yourself.

Work on your ‘potential’ so that you never hit your own self imposed ‘glass ceiling’.

If you would like a success-minded business partner, team up with us here at Mastroianni Consulting.  To reach us, please call (636) 220-7481 or email

Other articles that may interest you:  Recovering From A Business Setback
Tips To Improve Your Productivity
5 Ways to Build Stronger Customer Relationships


Recovering From A Business Setback | MASTROIANNI CONSULTING

Business setbacks happen to all of us at some point.  While the disappointment can be very difficult to work through, it is important that you do.

Here are 5 ways to deal with a setback and move forward:

1. Acknowledge and accept it.
Going into denial or letting your pride get in the way of owning up to a business mistake or failure will only make matters worse.  Take a deep breath, and accept that sometimes things go wrong.  Realize that when humans are involved in anything, there’s the potential for human error.  It’s OK to feel frustrated, but avoid pointing blame at yourself or others.  Take responsibility, and then hold your head high as you take the steps needed to turn things around.

2. Put it into perspective.
Many people get into the habit of blowing problems out of proportion.  Before going into “the sky is falling” mode, take a step back to assess how significant the predicament is in the grand scheme of things.  Is it a financial loss that is going to affect your ability to pay your vendors?  Is it a product flaw that has created a brand image problem?  Is it a contractual issue that could cause legal troubles?  Instances like those demand urgent action, but not every setback you face will put you in dire straits.  Evaluate the impact before jumping into crisis mode.

3. Don’t dwell.
Direct your attention toward determining what went wrong and fixing it.  Feeling sorry for yourself won’t help the situation.  Put your emotions aside, and objectively evaluate the cause of the setback.  Was it due to unclear language in your agreement with your customer?  Was it because your customer service staff didn’t have proper training?  Was it because you failed to do enough market research?  Immediately start laying out what you will change to ensure it doesn’t happen again.  This may require enlisting the help of professionals who specialize in certain business disciplines, such as human resources, law, finances, taxes, public relations, etc.  Make sure you develop a clear plan for what needs to be done differently, and share it with your team so everyone is on the same page.

4. Embrace it.
Use it as a learning moment that will make your business stronger.  As Malcolm Forbes once said, “Failure is success if we learn from it.”  As devastating as business speedbumps might be, they can benefit you in the long run.  The key is to look beyond your dismay, and use the newfound wisdom gleaned from the experience to improve your company.  For example, losing a key client that results in you implementing a customer loyalty program will help you retain clients—and the revenue they bring to your bottom line.  And making a bad hiring choice that prompts you to expand the breadth of questions you ask when considering job applicants can help ensure you choose top-notch talent going forward.

5. Reach out.
Trusted advisors can provide insight and support.  You don’t have to go it alone when the going gets tough. Connect with a trusted advisor, a mentor, a business coach, another entrepreneur who experienced a similar setback, or someone else you respect and can depend on for insight and guidance.  Talking through your issues with someone who understands what it takes to overcome business challenges can help you figure out how to get past the difficulties you’re facing.  It can also provide you with the inspiration and motivation to power through the situation with confidence.

Source:  Bridget W. Pollock, U.S. Small Business Administration

Mastroianni Consulting can be your trusted advisor.  We are a unique consultancy firm assisting Realtors to build their businesses and become more successful.  We invite you to reach out to us at (636) 220-7481 or contact one of our Client Care Specialists at

Other articles that may be of interest:
Highest and Best Use of Time
Tips To Improve Your Productivity
17 Time Management Tips (Infographic)