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

Section  4  

Resource Team

Development

“None  of  us  is  as  smart  as  all  of  us.”  

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.

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.  

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 CSHP® always serves as the HUB, coordinating a transaction

that involves a wide range of professionals

CSHP  

Elder  law  aJorney,   Mortgage  company,  

Reverse  mortgage   lender,  Financial   planner,  Closing   aJorney,  Escrow   agent,  Title  company  

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   Repair  contractor,   Stager,  Plumber,   Electrician,  Flooring   contractor,  Roofer,   Landscape  service,   Inspector,  Pet  siJer  

Key  Point!  Seek  out  professionals  who  are  senior  friendly,  

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?”

•

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

• 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

• 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 http://nasmm.org

Criteria for All Resource Team Members

• 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

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.

Appreciation and recognition can go a long way. Don’t forget your lead sources!

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?”  

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?”

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?”

~“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  

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!    

Section 4: Tools and Resources

Seniors Resource Team List