Lenz’s point – which should not be taken for granted – was to be in constant contact with clients and know what they do every day and what they need, all of which influence how they buy and sell real estate.
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With more than 25 years of experience in luxury real estate in New York City, Dolly Lenz’s secret is living in the pants of her clients, she told attendees at Inman Connect New York on Wednesday.
But, not in the literal sense.
“We always wear our clients’ pants,” Lenz said during a panel of luxury real estate experts. “We need to know what they’re doing, what they need … Fulfilling all those needs keeps us stuck.”
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Dolly Lenz Dolly Lenz Real Estate
Lenz works with her daughter Jennifer Lenz, who also appeared on the panel, at Dolly Lenz Real Estate, and president Lindsay Listanski of Coldwell Banker wondered how the two balance their power between a young, inexperienced agent, and a mature, experienced agent.
“We keep the ideas flowing,” Dolly Lenz said. “Which may sound like not a very bright or innovative idea once they’ve explained it.”
He said the group is open-minded when it comes to sharing ideas on how to do things, but it must be checked at all times with what Lenz calls “the ethical box.”
“This is the box that we must always make sure that we do nothing outside of this box.”
Jennifer Lenz | Dolly Lenz Real Estate
Panelist Kirby Lottman of Agent Image said he’s seen agents do a lot of innovation in recent years with new technology, but ultimately, some of the things that affect customers the most are the basics of business, like knowing your brand and personalization. client attention.
Listanski admitted that he and the fourth panelist, Michelle Griffith of Douglas Elliman, discussed their concerns about AI in addition to all the exciting benefits it has brought to the industry.
“We’re overwhelmed by a lot of different things,” Griffith said. “AI, it’s simple, and I think we should focus on getting back to the basics.”
The power of storytelling is something Griffith focuses on in his business because good stories can help hold a customer’s attention in a tough market, he said.
“As agents, we have to really dig deep and separate ourselves, and sometimes going back and telling that story is what really touches you.”
Kirby Lottman | Agent photo
Lottman said it’s also important to keep a strategy in mind when communicating with customers “and focus on that strategy.” Authenticity and consistency also help, he added.
Griffith said he uses multiple touchpoints with his clients and will continue to use the ones year after year that have proven to have consistent results.
For example, he always makes sure to appear in the magazine’s July 4 issue Hamptons Magazine because his clients always see you.
Despite those suggestions, Lottman said he’s seen video testimonials have a big impact on potential customers. “Video evidence is the most powerful tool you can have,” he said.
Lindsay Listanski Anywhere
But Lenz’s biggest takeaway for agents who want to become real estate icons – like himself – was to be in the spaces where those clients are, from galas to other events. Even if you can’t afford a ticket, you might be able to volunteer at the event, suggests Lenz.
“So it’s very easy,” he said.
“If you like dogs, send dogs,” he added. “You’d be surprised how many very wealthy clients want to attract love dogs.”
Offering an extra level of service doesn’t hurt either, adds Dolly. He said he and Jennifer actually just helped one of their long-time clients close on a big deal in Houston, and they were flying back and forth 20 times between the listing and the sale.
“Now we’re friends,” Jennifer said.
In closing, Listanski wondered about what it would take for everyone to be successful in buying real estate.
Michelle Griffith | Douglas Elliman
Lottman said agents should focus on local business practices, while Dolly Lenz said authenticity is “great” and Jennifer Lenz said “respect is great.”
Griffith supported the authenticity and added that communication is great with his customers. Additionally, he said agents should strive to constantly assess their weaknesses.
“I’m always digging into my business and trying to find out where there are weaknesses and where I can make changes,” he said.
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Email Lillian Dickerson
