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When the Truth Hurts: 3 Strategies for Tough Conversations with Real Estate Clients

Guest Post by Karri Flatla

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Most of us are not very rational when it comes to big decisions in life.  We are imperfect beings with messy emotions and maybe even messier lives.  No one has it all together all of the time.  So why do we expect our real estate clients to be any less human than we are?  Buying or selling a house is a life-altering event.  Our clients deserve some leeway!

No matter how streamlined your systems, no matter how skilled you are at negotiating, every real estate transaction will present a disappointment or two.  This is not a problem.  It is a grand opportunity to shine.

So, how to be a real estate rock (star) when you’re the bearer of bad news?

The first step in being a courageous, eloquent truth teller is to let go.  You can only control your own actions.  You cannot control the other agent, the other buyer or seller, the market, and not even your client.  By letting go of your need to control the entire deal every time, you can simply focus on communicating effectively and with integrity.  This shows respect for your client and in turn, your client will respect YOU.

From this foundation, you can practice and leverage the following 3 strategies for having tough conversations with clients:

  • Manage expectations.  Often we are so excited about working with a new client, we overlook a critical window of opportunity to set expectations.  During the initial consultation, explain scenarios that might unfold and that such situations are normal and expected in real estate.  Also explain that reaching their goal will require some challenging decisions along the way.  Your job is not to predict the future.  Rather you will provide expert guidance at each juncture.
  • Give permission.  Your clients are grown adults who can make their own decisions, but they are naturally afraid of making the wrong decision with their real estate.  You ‘do real estate’ every day.  They do not.  Feelings of fear and vulnerability are paralyzing and will keep your clients stuck.  Be the objective voice of reason.  Validate decisions—and compromises—that will move them toward their goals.
  • Create choice.  When people perceive that they have no choice, they feel cornered and victimized.  Their fight-or-flight response kicks in, and at that point, it’s very tough to ‘find the win.’  If you offer one or two helpful alternatives—or simply a fresh perspective on a seemingly bad situation—your client will feel empowered to make a decision and move forward.  Of course, if the best way forward is to collapse the deal, that’s fine too.  Be upfront about that.  But even then, show your client that by closing one door, another will open, and you will be there to facilitate!

Too many real estate agents operate from a paradigm of fear… fear that their clients will fire them, fear of the deal falling apart, fear of never seeing another commission check, and on and on.  By operating from this fearful place, agents create chaos instead of solutions.

Successful agents are in the solution business.  Real estate clients don’t need any more fair-weather friends.  They need honest agents who will confidently and calmly guide them through the good and the bad.  If you can do this, you will be in your clients’ ‘good books’ for life.

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Karri Flatla has been pioneering her way through the real estate industry since 2012.  Armed with extensive business and marketing chops—and fueled by a passion for excellence—Karri is setting new standards for client care and education.  Determined to ditch the pitch, Karri eschews traditional sales for a more consultative approach.  The result?  Today’s consumer can make smarter decisions about their real estate in a no-pressure, comfortable environment.

Karri is a full-time residential real estate agent with RE/MAX Real Estate – Lethbridge in Alberta, Canada.  You can learn more about her services at buy generic viagra online cheap.   Thinking of buying or selling in Karri’s hometown? Order a copy of her Real Estate Playbook:  buy cheap viagra online australia

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What’s in a Reputation?

Guest Post by Phil Shell

 

When we first get into the Real Estate Business we are “Bright Eyed, and Bushy Tailed” as my old man used to say to me.  We are so excited, we don’t know where to start!  And then we realize – OMG!  I don’t know where to start!

But then we start to get busy.  We get a little experience and knowledge.  We move through our industry with more and more confidence.  The more transactions we do, the better we become.  We get involved with other brokers from other companies.  Some good.  Some not so good.  Sometimes we get into “Pinch Points” with those brokers.  We “size them up.”  We say to ourselves, “You’re a good agent,” or “I love working with that one,” or “not the greatest, but tolerable” or then “What a Jerk” …or worse.  You know what I am talking about here.  You know…

But we forget.  We forget that they are watching and sizing us up too.  When we are greeted with not so kind behavior, our natural instinct is to push back.  So many times, our initial reaction to a situation is counter-intuitive to the proper action.  Our ego is not our friend.

We don’t have to be right.  We need to learn to be effective.  And to be effective, we must hold our ego at bay.

When we can be effective, and loose the “Right to be Right,” we can begin to build a trusting relationship.  We begin to build a great reputation.  Our reputation in this industry is all that we have.

It is all of our desire to have a long and successful career.  We are going to be around “us” much longer that we will be with any one Buyer or Seller.  We need to protect our reputation with strong vigor.  That is not to say that we are not giving great service and great advice to our clients.  It just means we need to learn to be effective.

If my client is getting upset with the other side of the transaction, I have to ask myself ”What am I doing to contribute to or cause this?”  How am I portraying the communication?

It’s the little things in this business.  In the words of my good friend Mary Gedack, “No matter what is going on in the transaction, there is never a time to be unkind.”  We must mind our reputation at all times.  Without that, we have nothing, and a long prosperous career is very much in doubt.

There are many parts to all of this, the least of which is to find a place of non-attachment.  But more on that in a future post.

For now, remember – Right/Wrong, Good/Bad are irrelevant.  Be Effective and mind your reputation!

  • Phil Shell
  • RE/MAX Alliance
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  • Phil is the Managing Broker of the RE/MAX Alliance Arvada Office.  He’s had a long and productive career in real estate.  One of his passions now is helping Agents with his “Core Values” workshops.

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Top 5 Characteristics and Traits of Top Producing Realtors

 

1. “Have-To” “Burning Desire” “Failure is Not an Option” These are clichés, I understand. But it’s very simple, the highly successful Realtors expect to succeed. The positive expectation of being successful pulls them forward to their desired results of closing deals and earning well.

2. They start working right away. They don’t make excuses about waiting: I don’t want to host open houses yet because I need to know the inventory better. I don’t want to get in touch with my sphere because I haven’t closed a deal yet. I don’t want to do floor duty for the office until I know my contracts better. All excuses! Top Agents start working right away.

3. Confident. This is one of the most important mindsets you need for success as a Realtor. Your potential clients want to work with a Realtor who is confident in their abilities. You need to have thick skin and a high level of self-esteem to win the daily battles and struggles of real estate. And if you are not ready then do what all new salespeople do—”Fake it until you make it.”

4. Good listener. When you’re new you get anxious and what do you do to compensate? You end up talking all the time. Just shut up when you’re with your clients, especially in the first meeting. Listen. Highly successful Agents listen, they ask good questions, and they let their clients talk and tell their story without interruptions.

5. Constant learning. Top Agents study, they read, they have mentors, they have coaches and they are willing to take direction. Top Agents learn new skills and strategies and then they apply in the field. They don’t just keep learning. They get out there and apply what they have learned in helping their Buyers and Sellers. Don’t just repeat your first year ten times. Get better each year.

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New Agent Physical

Guest Post by Matt Parker

Yay!

It’s about that time!

About the time you, as a new agent, or a younger agent, or both, get a physical! 

The Real Estate Doctor is going to run you through a battery of tests.  At the end of the test, the doctor will tell you if your symptoms are analogous to the one other top agents had when they started, or, restarted, selling real estate.  Basically, the real estate agent doctor will tell you if what you are experiencing is normal or not!

Ready?  If you thought physical’s weren’t fun, wait until you are done with this one!

CONFUSED LOOK FACIAL ANALYIS – Do you constantly feel confused?  Are you, generally speaking, overwhelmed with new information?  Are you wondering which information is good, and which is bad?  Which applies to you, and, which doesn’t?  Do you feel like a freshman at college?

If so, you are feeling exactly what top agents did when they started.

OLD LIFE MOURNING SYNDROME – Do you miss your old paychecks?  Your old routine?  Do you wonder if you will ever have a routine income again?  Do you miss your old lunch spot and old friends, perhaps even an old sense of confidence and comfort?

If so, you are feeling exactly what top agents did when they started.

INFERIORITY COMPLEX CHEMICAL SCAN – Is your head rushing with thought that you won’t reach the pinnacles other agents have?  Are you wondering what other agents have, genetically, that you don’t?  Do you find yourself staring at a screen and wondering how other people make all those sales?

If so, you are feeling exactly what top agents did when they started.

YOU GET THE POINT HERE!

We all felt like this at one time or another!  These feelings are part of the process of success.  If you have established goals, and are dutifully working to achieve them, in real estate sales, results will follow.  IT TAKES TIME, it also takes failure.  DO NOT let one day, one month, or even 6 months of failure get you down.  Keep going.

If you signed up to climb Mt. Rainier, would you expect pain?  Nausea?  Near-hypothermic cold?  Hurricane worthy wind?

You should have!  These are all a part of climbing a worthy mountain.  The things you are feeling about real estate are all part of this climb, this adventure, this opportunity, that you wanted, and you are invested in.  Don’t quit!  We need you, the one with spirit, triumph, passion and perseverance.  WE ALL FELT LIKE YOU DO.  So keep going.

I will persist until I succeed. In the Orient, young bulls are tested for the fight arena in a certain manner. Each is brought to the ring and allowed to attack a picador who pricks them with a lance. The bravery of each bull is then rated with care according to the number of times he demonstrates a willingness to charge in spite of the sting of the blade. Henceforth, I realize that each day I am tested by life in a like manner. If I persist, if I continue to try, if I continue to charge forward, I will succeed.”         Og Mandino, The Greatest Salesman in the World

 

  • Matt Parker
  • Keller Williams
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  • Matt Parker is a decorated Seattle-based Real Estate Broker having been voted by customers and peers to be a top agent year after year.  He is a 4-time Five Star Professional, a multiple time national top 10% realtor and has been used for national and local television and print media on NBC, KOMO and the Seattle Times.
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This is very simple.  Read 30 minutes in the morning everyday before you start your day.  Read a book!  Yes, read a book.

Learn.  Get motivated.  Be inspired.  Read a book which makes you a better person.

A classic Jim Rohn quote:  “Work harder on yourself then you do your job.”

 

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Here are some tips you will find helpful when you are a guest on a podcast.

1.  Test out your Skype program a few days before the interview.  Don’t log on to Skype five minutes before the interview if you haven’t used Skype in a long time.  A lot of you use Skye frequently so this should not be an issue.

2.  Test out your microphone before the interview.  Don’t use the speaker microphone from your lap top.   It will give you an echoey sound and you won’t come across well.  If you don’t have a good microphone then I recommend this one:  how do i safely buy viagra online  It’s money well spent because if you’re going to be on one podcast there’s a good chance you will be on more in the future.

3.  Make sure to show up on time for the interview.

4.  Try to be in a quiet location in a closed room.

5.  Have a glass of water next to you for the interview.

6.  Warm up your voice a little bit before the interview.  Humm.  Practice your Darth Vader voice–“Luke, I am your father.”  Breathe from your diaphragm and feel your voice in your chest when warming up.

7.  Remember to breathe during interview.  Try to be in a sitting upright position.  Don’t sit and lean over your computer, this will not allow you to breathe smoothly.

8.  Let the host lead you through the interview.  What happens is you get excited and anxious with the first question and a lot of people have a tendency to over-talk and give a ten minute answer to the first question when a three to four minute answer is better.  Remember the host is there to help you and they will guide you through the interview with their questions.  A good host will make you shine since you are the star of the interview.

9.  Tell stories whenever you can–this is what the audience wants and what they will remember.

10.  Share your struggles and challenges and explain how you overcame them.  The host wants to take you on the “Hero’s Journey” and show you overcame the obstacles in your career and life.  The audience connects so much more with your struggles and challenges than you just only talking about your successes without giving the story of how you reached your goal.  This is such an important point to get.  A great resource here is Joseph Campbell’s book “The Power of Myth” which George Lucas used as a roadmap for the first “Star Wars” movie.

11.  If you have a product or service you want to promote in the interview wait until you’re at least 3/4 of the way through the interview.  Don’t lead and go into promotion mode too early.   Build the relationship with the audience, let them get to know you and respect you then you can share your product or service and explain clearly the value they offer to the audience.

12.  Remember who your audience is on the podcast.  A good host will tell you this up front so you can add value to the audience based on your expertise.

13.  Listen to at least two other interviews of the podcast to get a sense of the host’s style and the mood of the podcast.

14.  This is a simple tip for speaking–try to incorporate the three E’s whenever you can–Educate, Entertain and Empower.  This will help you in all of your public speaking.

15.  If you are used to using profanity and cuss words and you want to do so in the interview make sure to let the host know this up front.

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Looking for a new and fresh Speaker for your upcoming Realtor event?

You’ve come to the right place.   buy cheapest generic viagra onlineMario Jannatpour is available to come speak at your Realtor event.

Available presentations:

Find Your Passion in What You Do

The Competitive Advantage Real Estate Agent 

How to Build Relationships with Consumers Online 

We Become What We Think About

Mario is the author of the top selling book:  “The Honest Real Estate Agent.”  He is the host of the popular podcast of the same name which is available on iTunes and Stitcher.

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Why do so many New Real Estate Agents fail and quit the business?  75% of new Realtors don’t make it past their first year.  A pretty daunting statistic for new Realtors.  Here’s a quick list of why I feel so many new Agents fail:

  1. Poor training and mentoring—New Realtors need training on running a small business basically. Major areas include—Real Estate issues such as Contracts and the process—Sales Training—Marketing—Time Management—Finances—Product Knowledge.
  2. Call Reluctance—the fear of trying and waiting for everything to be perfect before doing something.
  3. Not committed to being a Realtor as a full-time career.  I remember when I started out.  I was 41 years old, married one year with a baby on the way.  And I was starting a new career—talk about pressure.  I had to succeed, I had no other options.  I was like Richard Gere in “An Officer and a Gentleman.”  I GOT NOWHERE ELSE TO GO!  I GOT NOWHERE ELSE TO GO!”
  4. You run out of money and can’t wait for the next commission check to come in.  Most Realtors need at least one year of savings for protection or live in a household with dual income.  We don’t get a monthly paycheck.
  5. Choosing the wrong company to work for—you need support, guidance, training, and advice as a new Realtor.  It’s critical you choose a company which will offer you the help you need.  Don’t focus on the split or the money you will make, focus on the training and mentoring you will receive.  The first two years of your career are critical—you need training and mentoring.
  6. Busy work does not equal success.  You have to focus on activities which will help you generate commissions.  Prospecting, marketing, networking face time with clients.  RESULTS!!!   (PUT. THAT COFFEE. DOWN!  COFFEE’S FOR CLOSERS ONLY)
  7. Before you start you need to have a plan in place—your territory, your niche, your marketing strategies, your sphere of influence.  What will be your area of expertise?  You need to focus.
  8. What is driving you?  What is important to you in your life?  You need something to pull you to the future.
  9. I feel to be successful as a Realtor you need to care about your customers.  Honesty and integrity are the foundation of your business.
  10. What is your competitive advantage?  How do you set yourself apart from the competition?  Leverage your past work and life experiences to develop your competitive advantage.
  11. Quit too soon.  Never give up.

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I believe you can build a long lasting and profitable career in real estate based on the following:  Honesty, Integrity, Empathy, Uniqueness, Fun, and Passion.

I remember when I started my career as a Realtor—I made a promise to myself I would not be like all of the other Realtors I knew or had associated with.  I was going to be my own person.  I had confidence in myself that I would be able to help my Clients because I would truly help them and make a positive difference in their lives.  I remembered how I had been treated when I bought my first home and I wanted to give my customers a better experience.

This is what I believed then and what I still believe today:

Honesty

I am always honest with my customers.  I never misrepresent the facts.   I never mislead.  If my customer wants to know something I will get the information for them.  I am honest with my customer, everyone I work with and most especially I am honest with myself.  I have never been ashamed of my work as a Realtor helping my customers.

Integrity

It’s OK to do the right thing.  I strongly believe in doing business with integrity.  I feel so much better about myself as an individual and my career because I know I always do what is right for my customer.

Empathy

This is one of my foundational beliefs—I help my customers get what they want and need and in return I will get what I want and need.  It’s very simple.  Customers first!  I truly care about my customers and my customers appreciate this—they respect and value our relationship.  This is the only way to be a Realtor in my opinion.

Uniqueness

I believe in being who I am.  I never try to be something I’m not.  I never try to be what I think the customer wants me to be.  I accept my uniqueness and I have confidence in my individuality.  I am genuine and again my customers appreciate this and we develop strong relationships because it is real.

Fun

I am professional yet at the same time I have fun during the process helping my customers.  Who can’t have fun when you see a beautiful brick fireplace has been painted pink?  Ha!  True story.  I enjoy my life.  I enjoy helping my customers.  If I can make them happy and laugh during a stressful time they will appreciate it and remember me.

Passion

My passion is my life.  My passion is what I do.  I love helping my customers.  I make a real difference in their lives.  It’s the best job I have ever had in my life because I am doing something meaningful in this world and helping people.

I wish all of this for you.  You too can enjoy a career in real estate.  And if you’re already a Realtor and it’s not going the way you expected then you can do a reset.  Don’t give up!