Repeat business comes through hard work and effort, because nothing worthwhile is served up to you on a plate, says top-ranked agent Lindy Harris, principal at One Agency in Singleton in regional NSW.
Ms Harris, ranked third in the REB Dealmakers 2018, said the success of her business is built on a foundation of hard work and effort and consistency of staying in touch.
“I am high-touch person,” Ms Harris told REB on the Secrets of the Top 100 Agents podcast.
“I am constantly staying in touch with all of my clients, from the people that bought from me 18 years ago, right through to those who bought from me last year.”
She said the skill is matching people with properties.
“We all know that buyers become sellers, so it’s about being able to listen and really take in what buyers are looking for and have a good understanding of that.
“And I make them feel comfortable. That is another attribute of my selling style, is that buyers actually feel comfortable to talk to me, to be honest, to be open.
“I have situations where they have two homes and they can’t choose between which one, and they always come back to me because it is how I make them feel.”
Ms Harris said that creating a safe space is important.
“It is really important as an agent to make people feel comfortable and to really listen to their needs and what they are looking for.
“It’s like peeling back the onion and really getting in there and have an understanding of what they want. It can be something very left-field, but usually after showing them a couple of properties, I have a really good understanding of what is going to work for them, whether it is a young couple or a family looking for something for their family home.”
Ms Harris recommended listening more than talking.
“Because that’s when you hear about their needs,” she added.
“A lot of agents talk and talk and talk and don’t actually hear anything that is said, and so from doing that and having that good understanding, that is what it is all about.”
Ms Harris acknowledged that she has a natural proclivity for hard work.
“I trained with an independent agent and learnt the old adage of getting within the community and working really hard.
“You can drive past my office at any given morning and I am here at 7:30 and I’m usually here at 7:30 at night. I think that if you love what you do, it just comes naturally. You find your passion and you go with it.”
She also said that her working with buyers — and “nailing” it — has contributed to her building a successful business.
“I had a good understanding that buyers become sellers, and that means going that little extra bit, making the whole buying process something that they remember.
“I’ve had situations where I’ve built up such a great rapport with them, and I’m showing them a property even if they buy through someone else and I’ll write a card and drop a bottle of champagne around to congratulate them and they remember those things.
“I am genuinely happy for them. You can always tell if someone is genuine or if they are faking it. The general consensus out there is that I am genuine and that is another great attribute of the agent that I am.”