Resource Team Development. None of us is as smart as all of us. - - Ken Blanchard. Section 4

Transcription

1 Resource Team Development None of us is as smart as all of us. - - Ken Blanchard Section 4

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3 In this section: Late-in-life transitions tend to involve a wide range of professionals. CSHPs have identified and aligned themselves with trusted experts to whom they can call on and refer clients. A solid Resource Team is key to your objective of ensuring every aspect of the move progresses smoothly. When strategically leveraged, your Resource Team serves as a rich source of leads and business development. At the center of the transaction is you, the CSHP.

4 BE! All about seniors The expert advisor ü At the hub of the transaction ü A pleasure to work with Passionate about what you do ü A highly competent business person The public icon for seniors real estate Resource Team Development When you are serving the mature client, you will encounter many opportunities for referrals. Prepare for this in advance so that you can make a smooth and confident referral. The process of developing a Resource Team both fuels your business AND compounds your value. Step 1: Evaluate Your Current Team What qualities are you looking for in the people with whom you align yourself? Are you comfortable referring them? Will they refer you? Are you comfortable having your name attached to theirs? Do they stand behind their work and is it in writing? Key point! Third- party endorsements from the right people are far more powerful than tooting your own horn.

5 The CSHP always serves as the HUB, coordinating a transaction that involves a wide range of professionals Elder law ajorney, Mortgage company, Reverse mortgage lender, Financial planner, Closing ajorney, Escrow agent, Title company Repair contractor, Stager, Plumber, Electrician, Flooring contractor, Roofer, Landscape service, Inspector, Pet sijer CSHP Mover, Packing and unpacking service, Storage facility, AnAque appraiser, Estate liquidator, Estate sales company, Senior move manager Insurance agent, Senior Community, Case manager, Home health service, Trust officer, Concierge service provider Key Point! Seek out professionals who are senior friendly, highly competent, and master connectors!

6 Step 2: Establish Standards List your current network of vendors and allied resources using the Seniors Resource Team Spreadsheet provided. Make a list of the qualities you expect in your seniors resource team or highlight those from the list provided that you feel are important. Having clearly defined standards will set you apart from the average agent. Ask yourself, Who among my current allied resources team is good at working with senior clients; Who could be trained to do so? Determine how you can leverage your Resource team to support a unique value proposition for seniors. Resource Team Key Criteria Questions and considerations for evaluating potential team members: Estate Liquidators Professional company vs. someone who does it on the side Have a large database and following at their sales Have an antique appraiser on staff or retainer Publicize their sales in a variety of places, including to their database of followers Have relationships and/or connections with collectors Long-term experience with estate sales in the area Adequately staffed for large sales including providing security when needed Do not serve as antique dealers in addition to their sale business Willing to assist with small sales or have other resources to handle buy-outs Leave the home at least broom clean at the end of the sale Allow the family to do a pre-sale if requested Will work together with the client and real estate agent to ensure critical timelines are met Willing to refer buyer leads to you when people inquire about the house during sale Does not have a real estate agent on their sales team and will reciprocate with referrals Movers Uniformed with names on their shirts or name badges Trucks that are in good repair and that are easily identifiable as moving trucks Will stand behind their bid and estimate no fee increases on the day of the move Movers are employees vs. contractors or day laborers Communicate effectively in the language of the client or provide translator

7 Wrap and pack furniture while inside the home so that it does not damage walls/doors Take care to handle furniture with consideration of sentimental value Call the client by Mr. or Mrs./Ms. And last name if requested No profanity, smoking, or use of the client s phone or computer Breaks are scheduled and agreed upon in advance and taken outside the home There is a company supervisor or manager available by phone during the move Take time to review paperwork and insurance documents and do not attempt to upsell the client on insurance or materials they do not need Understand and follow the guidelines of the senior community move-in procedures Patient about placing furniture at the new location and are willing to move it multiple times Packers Same as above and additionally: Clearly and accurately mark boxes Communicate with the client concerning any questions about what to pack or not pack Keep chatting to a minimum while working; demonstrate a good work ethic and use of time Clean up all excess packing materials and either remove or leave out of the way upon departure Handymen/Contractors On time for appointments (or call to reschedule if unable to be there) References available for the type of work being done Clearly communicate both verbally and in writing the work to be done and estimated charges are detailed Stand behind estimates -- unless an extreme unexpected problem arises Stand behind their work in writing! All agreements for work are in writing Insured, bonded, licensed (if appropriate) Polite and well mannered Available by phone during reasonable hours Free consultation to assess needs Does not attempt to up-sell client No smoking or profanity inside the home Roofers Understands the difference between a replacement roof for homeowner vs. roof needed to make the home marketable, and will consult with agent about which is needed before installing Works effectively with insurance companies to help facilitate insurance reimbursements Completes work in a timely manner Cleans up upon completion (including nails and broken shingles) Insured and stands behind their work

8 Provides a warranty transferable to the new owner Has a track record and history in the area Title Companies/Title Closers Willingness to go offsite for closings (hospital, nursing home, residence, if necessary) Patient and articulates effectively so the client can hear and understand Empathetic toward clients who may be emotionally distraught or sad about the sale Willing to communicate with multiple people who may be involved in the sale Has attorney on staff or retainer who can assist with legal documents such as durable power of attorney, quit claim deeds when needed Track record of running on schedule and communicating effectively Will provide a third-party endorsement for you at closing ( You picked the best agent in town to handle your sale and you are so lucky to have had helping you. ) Move Managers/Transition Coordinators* Posses the delicate balance of patience and assertiveness Has liability insurance coverage Can work within your client s timeframe Have a track record of multiple successful moves with references to back them up Communicates with you effectively and follows through Have been adequately trained Will provide a reciprocal referral when able to do so Has a written contract for the client to sign Will work with you concerning pricing that suits your client s needs * The term, Senior Move Manager is a registered service mark, owned by the National Association of Senior Move Managers, and can only be used by NASMM members For more info on Senior Move Managers, check out their site at Criteria for All Resource Team Members Use empowering language and are not condescending Understand and appreciate senior living options as positive alternatives Looks the client in the eye and speaks directly to them vs. you or their adult children when in their presence. Advocates for the client when they see a potential concern; have a heart for seniors Stands behind their work Fully appreciates that their work directly impacts your reputation Is willing to be flexible Provide written estimates that are legible and detailed Have references that provide positive responses regarding their work and character Is insured according to their professional requirements and can furnish proof

9 Step 3: Solidify Working Relationships Schedule meetings (preferably in person) with potential resource team members to discuss your vision for your seniors business and to determine whether they are a match. If they are a match and are interested in joining your resource team, share your Resource Team Agreement concerning how you will work together moving forward. Make sure that your standards and expectations are clear. Consider making the agreement provisional indicating that it will go into effect once you have had the opportunity to work together and witnessed proof of the quality of their service. Step 4: Maximizing Resource Team Effectiveness Members of your resource team are superbly positioned to refer to you and you are positioned to refer to them, however, this process doesn t happen successfully by accident! Help your team to refer you by clarifying the type of client you are looking for, and how the referral process usually works. It isn t enough that they know what you do educate them on HOW to best refer to you. Who you can help: What does your ideal client look like? Why you can help: How you are you different than other agents? When you can help: Don t have them wait to call you get referral ASAP! The sooner you are connected the better. Educate and provide scripts Depending on the type of relationship you have, the amount of rapport built, and the service they offer, you may want to provide scripting to help them make referrals. We have provided some sample scripts for your convenience. Step 5: Add Value You may not always be positioned to refer leads to your team members. Find other ways to add value to them creating reciprocal (value for value) relationships. Key Point: Not everyone is trained to make referrals. Don t be afraid to ask them, Would it be OK if I share with you what to say to people when you refer me so that it sets us both up for success? Appreciation and recognition can go a long way. Don t forget your lead sources!

10 Resource Team Scripts Script for referring a resource team member to client: Mrs. Smith, one of the reasons you decided to hire me to assist you with your sale/purchase is because I have a team of carefully selected professionals with whom I work. They are trained specifically for this type of move. I would like to make a recommendation for a person (company) that (service provided i.e. cleans carpets, packs and moves, stages, etc.). Would that be OK with you? ~ Yes. Perfect. I am recommending that we go with. Here is why: (list your rationale). Naturally, you get to choose, so I want to make sure you are comfortable with this vendor. Do you have any questions before we schedule for them to (provide estimate, come out, provide the service, etc.)? ~ No. Excellent. Then let s move forward. So that we both remember which vendor we chose today, let s make sure we write it down. (Get his/her initials or signature.) If for any reason, either of us decides later that isn t the best choice, I have other resources that I can recommend. I believe this one is the best choice, however. If at ANY POINT you feel otherwise, please let me know. It is important that you are satisfied. Agreed? ~ Yes. Wonderful. OPTIONAL SCRIPT: Client has a vendor he/she wants to use that is not on your list. Mrs. Smith: I have used XYZ company before and so I should/could/would use them again. You: Excellent. Thank you for letting me know about them. Mrs. Smith, one of the reasons you hired me is because I have a team of hand selected professionals with whom I work that are trained specifically for this type of move. I would like to make a recommendation of another resource for you to consider. This would give you two (or more) options and we could together determine which the best one is. We will sit their services side by side and compare them. It is important to me that you get the absolute best (service, person, work, etc.) possible. Would that be OK with you? ~ Yes.

11 Script for Resource Team member to refer YOU: Teach your resource partner to use some version of this script when referring you to their client or lead. FYI: We actually GAVE the scripts to some of our team members and asked them to practice them. They did! Resource partner meets someone who is thinking about moving in the future. No date has been set. Do you have a REALTOR yet? ~ No. We are still a ways out from that. I understand. I have someone that you must absolutely meet as you begin considering your options about moving. He/She specializes in moves like yours where the person has been in their home a long time and is downsizing or simplifying things. He/She has helped many people JUST LIKE YOU and I trust him/her completely. Even though you may not have a date in mind yet, I know he/she would want to meet with you early in the process so he/she can give you some ideas about how to make the whole process easier. Easy is good, right? ~ Yes. Easy is good. Perfect. I will have call you today/tomorrow and schedule a time to meet you. I think the world of and I just know you will also. Just let him/her know you are just starting to think about it and they will know exactly how to help. OR Perfect. I actually have his/her number in my phone. Let s just call now and let them know you would like a free consultation. He/she does this for my clients all the time and I know you will benefit from meeting him/her. Resource partner meets someone who is ready to move and already has an agent picked. Do you have a REALTOR yet? ~ Yes. We are going to call the agent who (goes to our church, etc.). Have you already signed all the documents with this agent? ~ No. I understand, and Mrs. Smith, you absolutely OWE IT TO YOURSELF to meet with (your name) before you make a decision. specializes in moves just like yours and has helped many people with similar moves. After you meet with you can compare the two and make the best decision for yourself. Second opinions are important when you are talking about a task as big as this one, right?

12 ~ Yes. You re right. Excellent. I will have call you today/tomorrow and schedule a time to meet you. I think the world of and I just know you will also. OR Perfect. I actually have his/her number in my phone. Let s just call now and let them know you would like a free consultation. He/She does this for my clients all the time and I know you will benefit from meeting him/her. Resource partner meets someone who is ready to move and does not have an agent. Do you have a REALTOR yet? ~ No. We do not. Perfect. I am going to recommend the very best agent for your move. This agent specializes in moves just like yours and you will absolutely love him/her. Optional: I have recommended him/her many times and have never been disappointed! (your name) has a team of people that will help you with every step of the move if you need it. They have helped many people with ALL the details of the move and aren t like any other REALTOR I have ever met. I will have call you today/tomorrow and schedule a time to meet you. I think the world of and I just know you will also. OR I actually have his/her number in my phone. Let s just call now and let them know you would like a free consultation. He/she does this for my clients all the time and I know you will benefit from meeting him/her. Key point! Get as many details concerning the client s situation as you can from your referral source. By being informed in advance, you can prepare for possible objections that come up, and have your toolkit loaded with the appropriate resources, as well

13 Section 4: Review and Recap A strong and carefully selected team of professionals is central to your value proposition. Always remain at the HUB of the transaction. Knowing who to call and whom your clients can count on is a game changer, ensuring a hassle-free move for your clients. Seek out professionals who share your values, are highly competent, and connected within your community. When properly leveraged, your Resource Team can serve as an ongoing source of referrals and business-building support. Teach your team how to refer to you and become a master at referring to them. Resource team building tips: Consider asking senior community representatives, other agents, past clients, and people in your sphere of influence for names of people with whom they have experience and would recommend. Complete an annual review of your Resource Team members to make sure they are still a fit. Give your vendors feedback both positive and not so positive. Help them become the professional that you need them to be!

14 Section 4: Tools and Resources Seniors Resource Team List Sample Resource Team Agreement