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CENTURY 21Ⓡ Open House: Nurturing Client Relationships

Excellent service means excellent business. That’s the name of the game in real estate. But, how do you manage a full roster of competing clients? We asked several CENTURY 21® team members to share advice on how to make their clients happy, especially when the going gets tough. Each answer we received proved there are never any dull moments in real estate.


How Do You Let a Client Know They’re Important?

“I let a client know they’re important by finding out what I can do to genuinely help them. When my intent is to provide a world-class experience for each and every client, all selling goes away as they know I am here to serve. My intent is to serve their highest motivation and help them achieve whatever goal they want to achieve, and by doing this they know my only goal is to help them achieve theirs.” –Justin Udy, CENTURY 21 Everest Realty Group

“I do my best to let my past clients know they are important to me by keeping them constantly updated on the market, keeping them informed on events and community programs for their local marketplaces, making personal calls on important anniversary & birthdays and holidays too. This year we took extra steps to ensure our past clients had emergency preparedness plans in place due to all the natural disasters we have been experiencing.” –Angela Avilez, CENTURY 21 Award


What Listening Tactics Do You Recommend?

“When in front of clients it’s important to turn off your cell phone. The biggest distraction we have as agents is our phone and when you have it out it’s easy to get distracted. Letting the buyer or seller know you have their complete attention is very important.” –Angela

“I would recommend listening 70% of the time and only talking 30%. To really listen means they need to be able to express thing they may not have the chance to if you’re too busy interrupting.” –Justin

“As we are discussing what they want in their new home, I am jotting everything down to make sure that I understand their wish list. This allows me to know in more detail what they want and it makes it easier to search for the perfect home for them.” –Sarah Figurski, CENTURY 21 Curran & Christie


What Are Creative Solutions You’ve Come up With to Mediate Difficult Situations?

“When there is a problem, seek to get complete clarity and understand the details at a deep level. Difficult situations are not typically difficult to solve once you have all the facts. Only then, do we start the process of being very strategic and very reasonable in how to move forward in a constructive and business-like manner.” –Justin

“There can be a lot of emotions involved in this industry. People are making large purchases or selling the home they have lived in for the last twenty years. I would say my best tip for mediating solutions is listening and keeping that mentality that ‘the customer is always right.’ Just be sure to stay positive and if there is an issue, be sure to work your best to fix it. Also, keep your client in the loop. Even if you don’t have any news, call them to tell them you don’t. I have found that being on top of everything and calling my client before they have a chance to call me has helped me avoid a lot of difficult situations.” –Sarah


How Do You Keep a Roster of Clients Happy?

“I have found that my clients want information timely and delivered efficiently. I strive to ensure that if and when my clients have questions I respond with a prompt answer or a solution for an answer in with expected time frames.” –Angela

“We input all of our clients into our database and will create tags around our experience. Some get the tag of raving fan while other may get the tag happy client. Either way, creating a database of your best clients is a must in real estate, which is truly the business of relationships. It really helps you be intentional about staying in front of them and keeping that relationship.” –Justin

Managing a clash of clients isn’t easy work, but it’s essential to running a successful business. So, follow these tips and if you’re ever at a loss, go with your gut and improvise. If nothing else, remember that serving the client’s needs is what it’s all about.

#C21News: September 2017

September saw a number of notable achievements for Century 21 Real Estate. Read more below about the significant franchise growth and impressive achievements that occurred last month.


New Franchise Spotlight

ERA Select Realty, an independent real estate firm based in Canton, TX, announced that it has joined the CENTURY 21® Franchise System and will do business as CENTURY 21 Select Realty. The company will continue to provide full-service real estate services to buyers and sellers throughout the East, North and Central Texas. “We couldn’t be more excited about joining Century 21 Real Estate, one of the most recognized real estate brands in the world,” said Sandra Perry, co-owner of the firm. “We are thrilled to have the support of the brand behind us as we seek to deepen our presence in East Texas and beyond.” Read more here.

Nathan Grace Real Estate has joined the CENTURY 21® Franchise System by entering into a partnership with Dallas-based CENTURY 21 Judge Fite Company. Nathan Grace, a previously unaffiliated brokerage with 160 sales professionals and five offices in and around Dallas and Collin counties in Texas, will now operate as CENTURY 21 Nathan Grace Fine Homes & Estates. Jim Fite, chief executive officer of CENTURY 21 Judge Fite Company, says: “We joined forces with Nathan Grace knowing that this partnership would provide enhanced services to the people we serve and lead to the continued success of both brokerages and their agents.” Read more here.


In the News

RisMedia: Ushering in a Fresh Perspective

In this article, Nick Bailey shared his thoughts on the future of the Century 21 Brand. “A big reason for my decision to join Century 21 is the brand’s vision, and I’m excited to take that experience and make it translatable to the industry,” stated Bailey. Read more here.


RisMedia: Personal Relationships Reign Supreme

RisMedia sat down with John Colvin, Broker/Owner of CENTURY 21 FM Realty in North Dakota to speak to the local market, technology and the future of his company. When asked about the prime drivers that bring buyers to his firm, Colvin credited “the connection our sales professionals have in the communities in which they live and work, coupled with the CENTURY 21® Platform and the support and services we deliver to market.” Read more here.


Apartment Therapy: Sabrina Soto Dishes on the biggest paint mistake people make and other design secrets

Real estate professional Giovany Kirakossian talks about Los Angeles real estate and design trends with TV star and designer Sabrina Soto at a one-day roundtable event at the Beverly Wilshire Hotel. Read more here and here.


New Initiatives and Partnerships

As part of an ongoing effort to better connect and interact with the cross-cultural makeup of the many diverse Hispanic communities in the United States and around the globe, Century 21 Real Estate LLC announced a relaunch of its Spanish website, espanol.century21.com. Cara Whitley, chief marketing officer of Century 21 Real Estate LLC, noted that “the driving force behind the relaunch of espanol.century21.com was to connect Latino and Latina home buyers and sellers with C21® Hispanic agents and those who speak Spanish to help provide better outcomes for clients and customers.” Read more here.

Century 21 Australia and New Zealand have entered into a partnership to become the Real Estate sponsor of New Zealand professional football club Wellington Phoenix. “We are absolutely delighted to partner up with Century 21, who have a massive footprint across the globe, as does the game of football,” said Phoenix General Manager, David Dome. Read more here.



Just shy of his 21st birthday, Liam Collett opened Century 21 More Property Realty in Takapuna, New Zealand―effectively becoming the youngest owner of a Century 21 franchise. His great-great grandfather ran a real estate business in Whangarei, his grandfather was a property developer, and both his parents have worked as real estate agents. “It runs through the blood, and I just love the industry. I love helping people most of all,” Collett said. Read more here.


Check back next month for the latest Century 21 Real Estate News briefing.

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C21 Halloween Scavenger Hunt

Who says the kids get to have all the fun on Halloween? This year, as they’re collecting candy, put your real estate skills to the ultimate test.

Download our C21 Halloween Scavenger Hunt checklist and cross off as many home features as you can find.

Want to be featured on the national Facebook page? Share your results with the hashtag #C21Halloween on Instagram and Twitter or post directly to CENTURY 21’s Facebook page.

Download Here: C21 Halloween Scavenger Hunt checklist


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Yama Schams
Associate Broker / Realtor

Century 21 Golden Sun, Inc
Phone: 916-803-3795
Fax: 916-373-0304
Email: yama.schams@century21.com 
CA BRE#01435014

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