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How brokers can keep themselves front and centre

For those who know me, they would know I am a family man and lover of humans. These two key values have coined my success within the real estate agent industry, successfully running a business for the last 30 years.

Throughout this time, I have acquired and established many systems to ensure I keep my clients front and centre of my business.

I am very transparent in my methods of dealing with clients and selling their homes. I continue to set the bar high for not only myself but for my staff as well; we are a first class office and must deliver a first class service.

This methodical way I conduct my business has served me over the years and I encourage others to conduct their business in the same manner and to learn from my successes.

Mentality and mindset is key. You need to become a prolific chaser. Maintaining regular contact with someone for 18 years simply to get a listing takes focus, determination and astonishing patience.


You need to be focused, market your business, hunt for new business, and always look for new ways to go above and beyond for your clients.

Establishing an interpersonal connection with my clients is key. Understanding your client’s personal needs, what they expect from you, and what they do for a living is especially important when negotiating. Every client is unique, and my interactions are tailored towards each individual.

The way one person negotiates is different to another. For example, car dealers want a deal, bankers want incentive-based programs and marketers want extra advertising.

Often the children of the parents are the ones to suggest my name, because they remember the footy tickets or the birthday present they received. Some of these children have been receiving gifts since they were born. This strategy puts me above my competitors because my service is personal, consistent, and I genuinely care for my clients and the relationships I build with them.

I aim to personalise the service I give my clients in any way possible.

To illustrate:

·        I go out of my way to learn the names of all the family members and pets, always taking note of their birthdays, anniversaries and other special occasions.

·        I like to send my clients small gifts on their birthdays.

·        I send wine to restaurants they are eating in.

·        I gift clients tickets to their football teams' matches.

·        I send fruit platters to clients when they are overseas on holidays.

·        I have champagne waiting for a client's hotel in Paris.

·        I organise wine tasting for my clients on holidays in Fiji.

This is naming just a few.

One of my favourite things to do is if my clients have a baby, I send a baby blanket with the baby’s name on it. Two of my clients were pregnant with their first child and I have sent them a gift each week for the last 12 weeks of the pregnancy - yes, every week a little present was in the post.

I sent a client who lived alone with his dog a dog bowl with the dog's name engraved on it. Every year I have sent him a Christmas card addressed to him and his dog. Because I had made my interaction with him more personal he came back to me and employed me as his selling agent.

These are just a few of my client service ideas and there are hundreds more, but this may give you an idea of my state of mind, being a lover of people, which in turn creates raving fans.

Intention is everything. If you genuinely care about your clients, they know it. If you don’t care about your clients, they know it. It’s as simple as that. Always nurture your clients and they will nurture you in return.

Everyone has the chance and ability to find success, sometimes they just need an opportunity or to be inspired or influenced by someone else.

 Success is a mindset, an attitude or a state of mind – it’s available to anyone who wants it.

How brokers can keep themselves front and centre
Glen Coutinho, brokers, key values, real estate industry

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