The Perfect Real Estate Assistant

1. The Perfect Real Estate Assistant • Monica Reynolds • General Manager/Partner of the • Heller Real Estate Group • San Diego, CA • monica@hellerthehomeseller.com • 760-632-8408

2. Monica Reynolds Author: The Professional Real Estate Assistant and Multiply Your Success through the Use of an Assistant monica@hellerthehomeseller.com 760-632-8408 The Perfect Real Estate Assistant

3. Please complete an evaluation formfound in the back of your program guide. The Perfect Real Estate Assistant

4. The Perfect Profile of a Great Assistant • Personality style—CSI, SCI, CDI • Availability—An assistant schedule that supports the goals of the team • Attitude—“Can do” • Talent • Computer • Communication skills • Detailed/Organized • Administrative skills The Perfect Real Estate Assistant

5. Agent’s Description of the Perfect Assistant 6. Keeps the agent on track 7. Handles the baby with the "dirty diaper" 8. Monitors all systems 9. Implements new systems 10. Does productive and efficient work 1. Delivers excellent customer service 2. Promotes the agent 3. Knows the agent’s job description 4. Handles all incoming calls 5. Handles all paperwork The Perfect Real Estate Assistant

6. Agent’s Description of the Perfect Assistant 16. Maintains “Office Policy and Procedures Manual” 17. Assists in the hiring process 18. Maintains all marketing 19. Excellent communication skills 20. Keeps a professional environment at all times 11. Is a profit center … pays for him- or herself 12. Knows the agent’s schedule and keeps him/her on track 13. Meets all deadlines 14. Monitors the goals 15. Keeps track of all numbers The Perfect Real Estate Assistant

7. Agents, Do You Know Your Job Description?Assistants, Do You Know Your Boss’s Job Description? • Prospect $ • Lead follow-up $ • Go on qualified appointments $ • Write contracts $ • Negotiate contracts $ The Perfect Real Estate Assistant

8. Job Description Sample The Perfect Real Estate Assistant

9. Systems: Why They Are Important • Increase business • Excellent customer service • An efficient road map to duplicate success • Set expectations • Define the goal • Manage stress • Ensure scalability • Increase profitability The Perfect Real Estate Assistant

10. Communication System Four ways to communicate: Spoken • Tonality • Face-to-face • Call – Email – Call Written • Clear • Concise • Brief The Perfect Real Estate Assistant

11. Communication System (cont.) Four ways to communicate: Electronic • Email • Texting • Voice mail Nonverbal • Facial expressions • Posture • Gestures The Perfect Real Estate Assistant

12. What Does This Email Mean How many times have your emails been interpreted incorrectly? I did not ___SAY____ Bob took that. ___ I ____ did not say Bob took that. I did not say __BOB____ took that. I did not say Bob ___TOOK____ that. I did not say Bob took ___THAT____. The Perfect Real Estate Assistant

13. Communication System (cont.) The Perfect Real Estate Assistant

14. Communication System (cont.) The Friday Report 1. The Friday Report is a very effective way to have a record of the accomplishments of the week. 2. It reminds the agent about the job and the value of the assistant. 3. It is a great reminder of the business moving forward or not. The Perfect Real Estate Assistant

15. Communication System (cont.) Sample Email for Friday Report "Good morning!" Please send me a report on Friday on five things you accomplished to move the business forward. Please indicate your “Week High” and “Week Low.” How did you wow a customer this week? Thank you for your contribution to our team. The Perfect Real Estate Assistant

16. Communication System (cont.) Sample of an Actual Friday Report – What Is Wrong with This Report? FRIDAY REPORT Name: Sarah  Date: 1/21/2014 Week High: Receiving "thank you" gifts from two separate clients who closed escrow last week. Week Low: Having to move one closing to next week. Five accomplishments: 1. Three new escrows 2. Three new buyer referrals placed out of area 3. Successfully negotiated two repair requests … seller and buyers happy 4. One short sale escrow closing one week early 5. Cleaned up file drawer and purged Customer wow: Saved client Smith $300 on repairs The Perfect Real Estate Assistant

17. Communication System (cont.) The Perfect Real Estate Assistant

18. Communication System (cont.) The Perfect Real Estate Assistant

19. Prelist System The Perfect Real Estate Assistant

20. Prelist System (cont.) Prelist Package The Perfect Real Estate Assistant

21. Prelist System (cont.) Prelist Letter The Perfect Real Estate Assistant

22. Listings System Checklists The Perfect Real Estate Assistant

23. Listings System (cont.) Communication Log The Perfect Real Estate Assistant

24. Listings System (cont.) Seller Honeymoon Checklist The Perfect Real Estate Assistant

25. Escrow/Closing System Sale-in-Process Checklist The Perfect Real Estate Assistant

26. Escrow/Closing System (cont.) Pending Sale Letter The Perfect Real Estate Assistant

27. Escrow/Closing System (cont.) Thank-You Colleague Letter The Perfect Real Estate Assistant

28. Escrow/Closing System (cont.) Orphan Clients The Perfect Real Estate Assistant

29. Escrow/Closing System (cont.) Escrow Honeymoon Checklist The Perfect Real Estate Assistant

30. Tracking Numbers System Lead Follow-Up Worksheet The Perfect Real Estate Assistant

31. Tracking Numbers System (cont.) The Perfect Real Estate Assistant

32. Tracking Numbers System (cont.) Buyer Board The Perfect Real Estate Assistant

33. Yearly Goals A. YEARLY GOALS FOR 2014 –240 • Income –$3,480,000 • # Listing Appointments –295 • # Listings Taken –195 • # Listings Sold –168 • # Buyer Sales – 85 • # Price Reductions –100 The Perfect Real Estate Assistant

34. Monthly Goals B. MONTHLY GOALS FOR 2014 # Listing Appointments –25 # Listings Taken –17 # Listings Sold –14 # Buyer Sales –6 # Price Reductions –10 Transactions – 20 The Perfect Real Estate Assistant

35. Weekly Goals C. WEEKLY GOALS FOR 2014 • # Listing Appointments –7 • # Listings Taken – 5 • # Listings Sold – 4 • # Buyer Sales – 2 • # Price Reductions – 2.5 • Transactions – 5 The Perfect Real Estate Assistant

36. Customer Service System The Perfect Real Estate Assistant

37. Customer Service System (cont.) The Perfect Real Estate Assistant

38. Hiring System • Does the need justify a new hire? • Write a job description. • Submit an advertisement. • Ask for referrals ... affiliates. • Check references. • Check skills. • Do not hire on the spot. • First impression ... how important? • Administer DISC test. • Administer a value test. The Perfect Real Estate Assistant

39. Hiring System (cont.) Sample Advertisement The Perfect Real Estate Assistant

40. Hiring System (cont.) The Perfect Real Estate Assistant

41. Hiring System (cont.) The Perfect Real Estate Assistant

42. Hiring System (cont.) The Perfect Real Estate Assistant

43. Developing Systems for Success • Your systems create the business. • When the systems are in your head ... it prevents delegating and building a duplicable business. • As you create systems, write them down and create a checklist. • Manualize all your systems. • Create the systems/checklists by listing everything you do. Put it in a logical order. • Having systems in place takes the stress out of the business and creates a great experience for buyers and sellers. The Perfect Real Estate Assistant

44. What Systems Will Create for You • OPERATIVE EXCELLENCE: Systems will improve efficiency, ultimately leading to higher profits. • CUSTOMER SATISFACTION: When a business serves its customers well, the customers respond by returning. • COMPETITIVE ADVANTAGE: Serving your customers better than anyone else leads to more sales. Well-serviced clients will tell everyone. Poorly serviced clients will tell everyone. • BETTER DECISION-MAKING PROCESS: When you follow a system, it quickly becomes apparent when you are successfully following it, or when you are not. The path is clear. The process allows for effective delegation. The Perfect Real Estate Assistant

45. What Systems Do You Have in Place? Communication system Prelist system Listing system Closing system Customer service system Expired system FSBO system Database system Hiring system Lead generation system Tracking numbers system 12. Buyer system Affiliate system Short Sale system Marketing system REO system Budget system Tracking expenses system Internet/website system Price reduction system Goal setting system Market statistics system The Perfect Real Estate Assistant

46. KW MAPS Group Coaching Program with Monica Reynolds • The Perfect Assistant—$199/mo. for 6 mos. • 18 webinars/group calls—one hour each • 3 calls per month • First call each month for agents only teaching you how to be a great boss • Next class starts March 12th, 2014 The Perfect Real Estate Assistant

47. KW MAPS Group Coaching Program with Monica Reynolds • The Graduate Perfect Assistant—$295/month for 6 months • 18 webinars/group calls—one hour each • 3 calls per month • All calls are for assistants only • Must be have completed The Perfect Assistant • Next class starts April 4th, 2014 The Perfect Real Estate Assistant

48. Thank You! Please complete an evaluation form found in the back of your program guide. To download a free copy of this presentation, GO TO: www.familyreunion.kw.com/downloads