Real estate agents looking to be the best of the best are being advised to work hard, go the extra mile and be honest with customers.
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Helen Yan of Ray White Balwyn was recently declared Australia’s ninth best residential sales agent in the REB Top 100 Agents ranking, partnerned by ActivePipe.
In a recent interview with Real Estate Business, the high performer expressed her joy at breaking into the top 10, as well as shared about her personal challenges and triumphs and gave her predictions for the sector moving forward.
“Without a doubt, it would be when I sold 12 Agnes Avenue, Balwyn North. It sat unsold with other agents for more than five months,” Ms Yan shared.
“The vendor was beside himself, unable to understand why it wouldn’t sell. He had built a spectacular residence, yet these agents couldn’t find a buyer. I was confident that I could tailor my marketing to capture the perfect buyer. Just one week after securing this listing, I sold it for $7 million.”
COVID-19 is creating an opportunity for agents who are willing to go the extra mile for their clientele, according to Ms Yan.
“There is a massive opportunity to be capitalised on in the industry. Businesses who work extremely hard to improve customer service, who create a client experience that is centred on honesty and, most importantly, who strive to help people, are the ones best placed to grow,” she said.
Ms Yan continued: “I spend a significant portion of my time simply helping clients.
“They may not be ready to buy or sell. Instead, they may be looking for guidance regarding the best schools, local council building laws or just understanding in what direction the market is moving. When it comes time to buy or sell, they remember how I helped them, and then I am their first call.”
When asked about her future goals, the property guru noted: “I’m not really into goal setting. I certainly don’t establish financial goals. Aiming to continually improve, I am always looking for better ways to take care of my vendors and help purchasers.”
Advice for other agents
Ms Yan highlighted how basics of customer service and hard work are really the key to success in a consumer-driven business.
“My advice never changes and is always straightforward. Firstly, you must be very honest. Clients never forget your honest dealings with them, so when it’s time, they will refer you to their friends and family without hesitation,” she said.
“Secondly, work harder. Make sure that you go that extra mile. Make yourself readily available and always call clients back as soon as possible.
“Lastly, give help whenever you can. If you do this without hesitation, you’ll have a client for life.”
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