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 Realtor.com 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

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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 clientcare@mastroianniconsulting.com.

Other articles that may interest you:  Recovering From A Business Setback
Tips To Improve Your Productivity
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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 clientcare@mastroianniconsulting.com

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Highest and Best Use of Time
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More than 1 in 5 Americans have been, or know someone who was a victim of cyber crime.  Protecting our personal and business information online is a daily task and requires vigilance.  There are dozens of ways we can be scammed.  It may be an email hack, a phishing scam, a Nigerian money order or a product that sounds just too good to be true.

Here are 8 red flags to stay alert for:

  1.  An Increased Number Of Pop-Ups.
    An increase in pop-ups in browser windows could be the first sign that your information has been compromised.  This is especially troubling if it is accompanied by sudden crashes or stalling.
  2. Odd Software Behavior.
    Automatic mouse movements, changing of passwords, and unsolicited software installs could mean that someone is trying to steal your information in exchange for ransom.
  3. Resisting Update Downloads.
    Regularly updating your antivirus software is vital, but if you are unable to do so or you are unable to visit the vendor’s website, it is likely that someone is tampering with your network.
  4. Phishing Emails.
    Cyber criminals can easily manipulate the sender field to appear to be from an authoritative or legitimate company.  These emails look trustworthy and people often click on them, exposing themselves to a cyber attack.  They have poor or no photos, terrible formatting and often result in ‘data ransom‘, often costing several thousands of dollars for the release of your data.
  5. Payment Required Without Clarity.
    If upfront payment is required before you are given any real information about a product that you are interested in, it’s likely a scam.
  6. Required Downloads.
    This is one of the top ways online scammers can get to your information.  They ask or require you to download something.  This download contains malware which infects your hard drive and steals your information.  Check the source and trust notifications from your anti-malware software.
  7. Jargon.
    Be wary of jargon you don’t understand.  While reputable companies aim for customer clarity, fraudsters aim to confuse and trick.
  8. Too-Good-To-Be-True Promises.
    If it sounds too good to be true, it probably is.  Lofty promises are usually an attempt to steal your banking information.

One of the easiest ways to verify the source of a suspected email is to Google the sender.  Consider this your due diligence.  Look for a working phone number and make sure someone actually answers your call—don’t settle for an automated message.  Look for an address and then Google it.  Lastly, trust your intuition.

We hope that you enjoyed this article.  It was sourced from several others and is only intended to bring awareness to this pervasive crime.

Mastroianni Consulting is a unique consultancy firm whose goal is to assist Realtors to build their businesses and become more successful.  For more information, please reach us at (636) 220-7481 or contact a Client Care Specialist at clientcare@mastroianniconsulting.com

Here are some other articles that may interest you:
Tips To Improve Your Productivity
Ten Business Relationships Every Realtor Should Have
Email Subject Lines: Words to stay away from


Tips To Improve Your Productivity | MASTROIANNI CONSULTING

In “The 12 Week Year,” Brian P. Moran and Michael Lennington address the challenge of why some people get more accomplished than others.  They advocate that you can more easily develop consistent execution by implementing a scalable 12-week system.  The key is to focus on one week at a time.

Every day of the week counts.
By changing your focus from 365 days to shorter timeframes you are better able to inspect your progress (or lack of it).  To successfully accomplish this, you must begin by readjusting your daily activities.  A Daily Success Habits Tracker is one of the best tools to help you do this.  Use this tracker each day to record a daily target for a specific number of calls, handwritten notes and other dollar-productive activities that will help you develop incremental success habits every day.

Track your time and eliminate fake work.
Learn to focus on activities that create opportunities for you.  For example, target a specific age demographic that may be ready to move and offer them information, solutions and options.  It is important to not rely on new ‘magic’ platforms or super systems.  Pick up the phone for an hour every day and connect with people who need your services to see measurable results.

Deadlines create urgency.
People focus on the finish line and increase their activities once it is in sight.  Change your focus from a year-end finish line to a week-end finish line to see compounded results.

By navigating one week at a time you will build success habits that improve over time.  This then leads to better productivity and, ultimately, greater success.

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

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Ten Business Relationships Every Realtor Should Have | MASTROIANNI CONSULTING

You’ve heard the saying, “You can’t be all things to all people”?   That is the reason every real estate agent needs a circle of relevant professionals; people to call on for answers or services that the agent can’t provide.

When you build strategic relationships with businesses in auxiliary services, you will find that they are targeting the same audience as you.   Not only are you making recommendations to your clients, they can also provide opportunities and referrals to your business.

Here are the ten business relationships every real estate agent should have:

  1.  Financial professionals & institutions
  2.  Loan officers & mortgage brokers
  3. Architects and builders
  4. Appraisers and inspectors
  5. Legal professionals
  6. Title & insurance companies
  7. Moving & storage companies
  8. Contractors
  9. Landscaping & cleaning services
  10. Maintenance professionals

Cultivating business relationships with other professionals and organizations in your community can strengthen your referral network and highlight your expertise.

Source:  Listhub

For more tips on building your business, please contact the Client Care Specialists at Mastroianni Consulting.

To reach us, please call (636) 220 7481 or email: clientcare@mastroianniconsulting.com

Other articles that may be of interest:  Essential Business Skills for Realtors5 Ways to Build Stronger Customer Relationships17 Time Management Tips (Infographic)Email Subject Lines: Words to stay away from

Email Subject Lines: Words to stay away from | MASTROIANNI CONSULTING

Whether you are email marketing or simply sending an email, the words and phrases that you use in the subject line often determines whether your email gets through or is sent to the spam folder.  Here are 50 subject lines real estate agents should avoid using.

Avoid using special characters:

1.  100%guarantee
2.  Open house TODAY!!!!
3.  Save $$$ on this flipper

Avoid call to actions:

4.  act now
5.  apply now
6.  call now
7.  limited time
8.  click here
9.  hot information you requested

Avoid greetings in the subject line:

10.  Dear friend, today is the day to list your home

Avoid anything that looks like yelling, starts with a $ sign or has unnecessary spaces:

11.  JUST LISTED!!!!
12.  Can someone say v.a.c.a.t.i.o.n home?
13.  O p e n H o u s e t h I s S a t u r d a y
14.  $150,000 2 bed/1 bath condo just reduced

Avoid these words as professional spammers have tainted them:

15.  credit
16.  lower your mortgage
17.  offer
18.  refinanced
19.  loans
20.  easy terms
21.  mortgage
22.  cash bonus
23.  buy
24.  financial freedom
25.  make money
26.  satisfaction
27.  discount
28.  your family
29.  consolidate
30.  lowest rates
31.  now only
32.  compare
33.  don’t
34.  You’re a winner!
35.  extra income
36.  instant
37.  fast cash
38.  free
39.  free access
40.  free gift
41.  free offer
42.  get out of debt
43.  earn
44.  hello
45.  hidden
46.  delete
47.  amazing
48.  avoid
49.  stop
50.  collect

Source:  eMerge

Mastroianni Consulting is dedicated to excellence.  Team up with us in 2018 and watch your business grow!

mastroianniconsulting.com | (636) 220-7481 | clientcare@mastroianniconsulting.com






Essential Business Skills for Realtors | MASTROIANNI CONSULTING

While many Realtors reference their work in real estate as their ‘career’, they may be better served viewing it through the lens of a business, making them small business owners.

The distinction is small but important.  With a career, you climb the company ladder; you have a boss.  As a small business owner, you are the boss and there is no ladder.  There is, however, a very real opportunity to create a good business that produces a good income.

Small business owners need these essential skills:

  1. Financial Management.  Cash flow is king.  You need to understand what comes in and what goes out.  Create a budget and a business plan and stick to them.
  2. Marketing Expertise.  You need to build your brand to create a loyal following.
  3. The Ability to Sell.  Be committed to the many benefits of homeownership and your enthusiasm will catch on.
  4. A Bias Towards Execution.  Got a great idea?  Come up with some concrete steps to put it into action.
  5. Superior Customer Service.  Treat everyone, and I mean everyone, with the highest standard of customer service.  This includes: your clients, other Realtors, office staff, ancillary workers, title company, lenders, inspectors etc.  Everyone.
  6. Leadership.  Be proactive.  Inspire others.  Lead by example.  Always be learning.
  7. Time-Management.  Outsource or leverage tasks to create more time for you to be working on our business and not always in your business.
  8. Problem Solving.  Catch problems early and know who to turn to when they occur.
  9. Focus on the work.  It has to get done.
  10. Give Back.  Spare some time to work in your community or with a charity.

By focusing on developing these skills and having a business owner mindset, chances are you will be successful.  But be kind to yourself, as Quint Studer, a Florida based business consultant puts it, “No one is born a great business owner, knowing all there is to know.  Great business owners evolve.  They fail, they learn, they do better next time.  This is how growth happens.”

5 Ways to Build Stronger Customer Relationships | MASTROIANNI CONSULTING

For most of us, if you are in business, you are in the relationship business.  Good customer relationships are vital.  The more we learn about our customers, the better we are able to meet their needs.  This knowledge, when implemented, allows us to build loyalty and trust.  We hear it all of the time, “People do business with people they know, like and trust.”  The true benefit of good customer relationships is, once earned, they often generate repeat business and referrals.

In honor of National Get to Know Your Customers Day on Thursday, Jan. 18, we took a look at five simple ways you can get to know your customers better.

  1.  Ask for their input:  People will usually tell you what you want to know if you ask them.  You can do this in person, or you can conduct surveys to collect standardized responses. Your questions can range from simple requests for updated contact info to in-depth evaluations of their customer experience.
  2. Request reviews, then follow up:  Reviews help potential customers make informed decisions.  They also present an opportunity to strengthen relationships with your existing clients.  The key is to follow up on every review, both positive and negative.  Doing so, gives you the opportunity to reinforce the customer experience, identify clients who are likely to recommend you, and convert dissatisfied customers into happy customers.
  3. Make it about them:  Let your clients know they’re not just another number by setting aside time to check in periodically, either in person or with a phone call. Find out what they are up to.  If their goals have changed, ask if there’s an opportunity for you to help.  Then, use automated email marketing to supplement the time between conversations.
  4. Seek out data:  While you can learn a lot about your customers from one-on-one conversations, data can help you delve deeper to understand their preferences.  Use your own data (if you have it), or purchase aggregated data to uncover psychographic, behavioral, demographic, or geographic information.  Data will give you insight into the types of customers you should focus on, making it easier for you to convert more leads.
  5. Utilize a CRM:  The more you get to know your customers, the more you’ll need a centralized location to store the information.  Use a Customer Relationship Management (CRM) system to maintain individual customer profiles, track purchase and referral history, record communication preferences, and set follow-up reminders. For example, if your client just bought a house or had a baby, a CRM can remind you of these important life milestones, which is information you can use to have more personalized and productive conversations about your services.

These tips, when implemented, will assist you to build better, stronger and more successful relationships.

Source:  Adapted article Spark | Stifel Bank & Trust

Mastroianni Consulting can help you strengthen your customer relationships and close more business.   Team up with us and watch your real estate business grow!