Real Estate Career

Five Easy Ways to Stay Connected with Clients This Fall

By Suzy Lins
September 21, 2025

The month of September marks a natural reset for our schedules. Our routines get reestablished with summer vacations over and kids back in school as we look ahead to the holidays. Fall is a perfect time of year to reconnect with past clients and stay top-of-mind. Here are five easy ways to nurture those relationships.

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Seasonal Check-In

Checking in with your past clients and sphere of influence does not have to be elaborate. A simple call, text, or email with a friendly “Hope your fall is off to a great start!” is a great place to start. Keep it personal. Ask how the family, kids, new home, etc., are doing. If the conversation flows naturally to your business, ask if they would like a market analysis of their home or offer a market update of their neighborhood. Providing value without “selling” will allow your relationship to continue to develop.

Back-to-School Community Connection

Fall is the perfect time to position yourself as the go-to person in town. Highlighting local school events, sports schedules, or fundraising efforts shows you are plugged in to the community. Consider becoming a sponsor for a team or event in the area. Your name on a banner or in a program is a great way to show your commitment to the community and also create an awareness of you and your real estate business.

Seasonal Home Maintenance Tips

There are other ways you can show your value beyond the transaction. Consider creating a quick checklist of seasonal home maintenance tips, such as gutter cleaning, HVAC service, or preparing your home for cool weather. This list can be in the form of a postcard, blog post, or a downloadable PDF that you can email or text to your past clients.

Client Appreciation Gesture

There are many low-cost, high-impact things you can give a client to show your appreciation and stay top-of-mind during the holidays. A pumpkin spice baked treat or a note with a gift card to the local coffee shop is a nice nod to the cooler weather of fall. Another idea to kick off the fall season would be to drop off a small pumpkin adorned with a festive ribbon with your business card attached. Simple gestures like these are often the most memorable.

Social Media Engagement

The holidays are the perfect time of year to ramp up your social media. Encouraging interaction and making light-hearted connections on social media is an easy way to engage with your clients and sphere of influence. Share a personal story or tradition your family does this time of year. A fun idea that shows your community spirit would be to spotlight a local pumpkin patch or coffee shop that sells fall-themed beverages. Another idea is to post fall-themed polls asking your followers to share their favorite things to do during the holidays. 

In the end, we all know that this business is about relationships. Small, intentional gestures this time of year will help that relationship grow. Choose one or two of these touchpoints that feel authentic to you and get going. Consistent connection with your clients and sphere of influence now will lead to referrals later.

Suzy Lins

About the author: Suzy Lins is the Communications Director for CENTURY 21 Discovery and a Business Etiquette Consultant. For more information about CENTURY 21 Discovery you may call (714) 626-2000.

The Real Estate Agent’s Guide to Using Your Phone Like a Pro

By Suzy Lins
July 21, 2025

A real estate agent’s most powerful tool isn’t a flashy website or a stack of business cards; it’s their mobile phone. It’s the lifeline of their business, connecting them to clients, leads, and opportunities at all hours. Yet, surprisingly, many agents aren’t using it to its full potential. In this post, we’ll explore simple and effective ways agents can optimize their phone habits to boost their business and present a more polished, professional image.

Answer Your Phone

As salespeople, it may seem obvious that agents would always answer their phones. Yet in reality, many don’t. Some agents rely solely on texting—and some even include that preference in the remarks section of their MLS listings. But in a relationship-based business like real estate, relying only on non-verbal communication is a missed opportunity. The tone, urgency, and emotion in someone’s voice can provide valuable context you won’t get from a text.

Then there are agents who won’t answer calls from unknown numbers. But how many potential leads are being missed simply because someone didn’t recognize the number? Most smartphones now label spam or telemarketing calls, so let technology work for you. A professional answers their phone, or, at the very least, returns the call promptly.

Your Outgoing Voicemail

When someone reaches your voicemail, what do they hear? Does it reflect the professional image you want to project? Take a moment to call yourself from another phone and listen.

A strong outgoing voicemail should include:

  • A friendly greeting
  • Your full name
  • Your brokerage name
  • A prompt for the caller to leave a message
  • (Optional) A timeframe for when they can expect a callback

Be mindful of your recording environment as well. Background noise can be distracting and sound careless. Avoid recording near busy streets, construction sites, or loud indoor spaces.

Your Voicemail Box

Few things are more frustrating than reaching someone’s voicemail only to hear, “This mailbox is full.” It signals disorganization and a lack of follow-through, two qualities you don’t want associated with your business.

Clean out your voicemail messages regularly. And remember: on many phones, deleted voicemails also need to be cleared from the “Deleted Messages” folder to truly free up space. Take a minute to test your voicemail and ensure everything is working properly.

Where Are You Making Your Calls?

Be aware of your surroundings when making or answering business calls. Background noise, whether it’s a sporting event, a crowded restaurant, or street traffic, can make you sound distracted and unprofessional.

If you need to take a call while you’re out and about, it’s okay to answer and politely ask to call back from a quieter location. This not only shows respect for your caller but also helps maintain the quality and focus of your conversation.

Also consider your client’s privacy. Avoid discussing sensitive details in public spaces or where conversations could be overheard. A little awareness goes a long way toward building trust and maintaining professionalism.

The bottom line is, your phone is more than just a tool for your business, it’s a reflection of your brand. Being intentional about how you answer calls, manage your voicemail, and communicate on the go will set you apart as a polished professional real estate agent. Small habits can make a big impression, and in this business, that impression could be the difference between winning or losing your next client.

Suzy Lins

About the author: Suzy Lins is the Communications Director for CENTURY 21 Discovery and a Business Etiquette Consultant. For more information about CENTURY 21 Discovery you may call (714) 626-2000.

The Ultimate Guide to Time Management for Busy Real Estate Agents

By Joe Lins
June 21, 2025

Managing our time can be a challenge for just about everyone. In today’s world, constant distractions and interruptions are the norm. For real estate agents, many of whom are independent contractors, the challenge is even greater. We’re in charge of our own schedules, which means we decide when to start the day, what to focus on, and when to call it quits. That flexibility can be empowering, but it also requires a lot of discipline.

The good news? A few simple practices can make a big difference. When you start to manage your time with intention, you’ll find yourself getting more done and feeling less stressed in the process. Here are a few practical tips to help you take control of your time and make it work for you, not against you.

Calendar with pen and Century 21 water bottle

Use a Calendar

Whether you prefer a digital calendar or an old-school paper planner, the key is to actually use it every day. Schedule everything: workouts, lunch breaks, prospecting, transactions, client follow-ups, and even time for social media. Before you begin, take a moment to write out everything you do (or should be doing) in a typical day. Don’t forget to block off time for the unexpected because it always shows up.

To-Do Lists

Start each day with a prioritized to-do list that aligns with your calendar. Rank your tasks by importance and urgency. Tools like the Eisenhower Matrix can be a huge help here. It’s a system that President Eisenhower developed to help him prioritize the high-stakes issues he faced, and it works just as well for everyday life. Also, pay attention to your energy levels throughout the day. Save high-focus tasks for the time of day when you’re at your best.

Eliminate Distractions

This one’s tough, but it’s crucial. Put your phone on Do Not Disturb when you need to focus. Avoid aimlessly browsing the internet, and only check email at scheduled times unless you’re waiting on something time-sensitive for a transaction. Try to tackle one task at a time and find a workspace where you can minimize interruptions. It might not always be possible, but even setting boundaries with those around you can help. According to a study by UC Irvine, it takes an average of 8 to 25 minutes to get back on track after an interruption!

Organize Your Workspace

A cluttered desk leads to a cluttered mind. Having a clean and organized workspace also eliminates distractions. Take the time to clear out papers you don’t need by shredding or recycling them. Not sure if you should keep something? Scan it and store it in a labeled folder on your computer. Speaking of which, clean up your email inbox too. File or delete messages so only the essentials remain front and center. Label everything clearly so you’re not wasting time searching for things later.

Create Templates

For any task you repeat regularly, create a checklist or step-by-step template. Whether it’s onboarding a new client or prepping for a listing presentation, templates keep you consistent and save you the mental energy of figuring it out from scratch each time. Just make sure your files are stored in an easy-to-find place with labels that actually make sense to you.

Time management doesn’t have to be perfect to be powerful. The goal isn’t to schedule every second of your life but to create enough structure that your time supports your goals instead of slipping away unnoticed. Start with one or two of these tips and build from there. Small, intentional changes can have a big impact, both on your business and your peace of mind.

Joe Lins

About the author: Joe Lins is President, CEO and Co-owner of CENTURY 21 Discovery. If you are interested in becoming part of the CENTURY 21 Discovery team or would like more information about our services, training and coaching we provide, contact Joe at 714.626.2069.

Why Real Estate Agents Need a LinkedIn Account

By Suzy Lins
February 21, 2025

In today’s digital world, having a LinkedIn account is no longer optional for professionals—including real estate agents. While platforms like Instagram, Facebook, and TikTok are great for showcasing properties, LinkedIn offers unique benefits that can elevate your business, expand your network, and establish your authority in the industry. Plus, people on LinkedIn have a different mindset than just the scrolling they do on other social media platforms. They have a business mindset. Here’s why every real estate agent should have an active LinkedIn presence.

Establish a Professional Online Presence

Your LinkedIn profile serves as your digital business card. A well-optimized profile helps you present yourself as a credible and knowledgeable real estate professional. Potential clients, referral partners, and other industry professionals can easily find and learn about your experience, specialties, and achievements.

Expand Your Network and Build Relationships

Real estate is all about relationships. LinkedIn provides a platform to connect with other agents, mortgage lenders, home inspectors, investors, and potential clients. Expanding your network opens the door to new business opportunities, partnerships, and referrals that can help grow your real estate career.

Showcase Your Experience and Achievements

Unlike other social media platforms, LinkedIn provides a structured way to highlight your professional accomplishments. You can display your successes, certifications, awards, and client testimonials, giving prospective clients confidence in your abilities and expertise.

Photo Courtesy of Canva Pro

Position Yourself as a Thought Leader

Sharing market insights, home-buying tips, and real estate trends on LinkedIn positions you as an industry expert. Posting valuable content keeps your connections engaged and establishes your reputation as a knowledgeable and trustworthy professional in the field.

Boost Your Online Visibility

A fully built-out LinkedIn profile can help improve your search engine rankings. When someone Googles your name, your LinkedIn profile often appears at the top of search results, giving potential clients another avenue to learn about you and your services.

Leverage Endorsements and Recommendations

Client testimonials and peer endorsements add credibility to your profile. LinkedIn allows past clients, colleagues, and business partners to leave recommendations, which serve as powerful social proof that you’re a trusted and competent real estate agent.

Integrate with Your Other Marketing Efforts

Your LinkedIn profile complements your overall marketing strategy. You can share blog posts, link to your real estate website, promote your listings, and connect with potential clients in a professional setting. It serves as a central hub for your expertise and a way to direct traffic to your other online platforms.

Final Thoughts

LinkedIn is a powerful tool that can help real estate agents build their brand and grow their business. If you don’t already have a LinkedIn profile, now is the time to create one and start leveraging the platform to boost your career.

Suzy Lins

About the author: Suzy Lins is the Communications Director for CENTURY 21 Discovery and a Business Etiquette Consultant. For more information about CENTURY 21 Discovery you may call (714) 626-2000.

Email Etiquette for Real Estate Agents

By Suzy Lins
October 21, 2024

Mastering Email Etiquette for Real Estate Success

In the fast-paced world of real estate, email remains one of the most important tools for communication with clients, fellow agents, vendors and your support team. How you handle your email interactions can significantly impact how you’re perceived in the industry. From building trust with clients to coordinating with colleagues, mastering email etiquette helps ensure that your messages are professional, clear, and effective. Here are some key email etiquette tips to keep in mind as a real estate professional.

Response Time: How Quickly Should You Reply?

In real estate, time is often of the essence, especially when dealing with active buyers, sellers, and time-sensitive transactions. Ideally, aim to respond to emails within 24 hours. For inquiries regarding new listings or client questions, a quicker response—within a few hours—can make all the difference in securing or retaining business. If you need more time to gather information, send a quick acknowledgment like, “Thanks for your email, I’ll get back to you by [date/time].” This reassures your client that you’re on top of things and builds confidence in your reliability.

Crafting the Right Greeting for Clients and Colleagues

First impressions are key, especially when interacting with potential clients, fellow agents, or service providers. When emailing clients for the first time or addressing colleagues within your brokerage, a formal greeting like “Dear [Name]” or “Good afternoon [Name]” sets a professional tone. For ongoing clients or close colleagues, a more casual “Hi [Name]” is appropriate, but avoid overly casual greetings like “Hey,” as this can come across as unprofessional. Each interaction is an opportunity to reinforce your professionalism

Professional Email Signature: Make It Count

Your email signature in real estate serves as an extension of your brand and provides essential information. At a minimum, include your full name, title (e.g., Realtor®, Broker), the name of your brokerage, phone number, and a link to your website or social media profiles (such as LinkedIn or Instagram if relevant to your client base). You may also need to include your professional license number, depending on your region. Keep your signature simple and easy to read. Long, complicated signatures can overwhelm recipients, making important details harder to find.

Ending Emails with a Polished Sign-Off

Your email sign-off is just as important as your greeting. Common professional sign-offs in real estate include phrases like “Best regards,” “Sincerely,” or “Thank you.” These sign-offs convey respect and professionalism, leaving the recipient with a positive impression. Steer clear of overly casual or personal sign-offs like “Cheers” or “Take care,” unless you’re certain it fits the relationship you have with the client or colleague.

The “Reply All” Feature: Use with Caution

The “Reply All” function is often overused and can lead to unnecessary email clutter. In real estate, where many transactions involve multiple parties—clients, agents, escrow officers, lenders—it’s easy to flood inboxes with replies. Before hitting “Reply All,” ask yourself if everyone on the email chain needs to see your response. If not, reply directly to the necessary individual(s). Keeping email chains clean and focused can save time and avoid overwhelming your colleagues or clients with irrelevant information.

Conclusion

By following these email etiquette guidelines, real estate agents can ensure their communication is clear, professional, and effective, leading to better client relationships and smoother transactions. In an industry where time and trust are everything, mastering email communication can set you apart and contribute to long-term success.

About the author: Suzy Lins is the Communications Director for CENTURY 21 Discovery and a Business Etiquette Consultant. For more information about CENTURY 21 Discovery you may call (714) 626-2000.

So Your Client Is an Entity

The Importance of the Representative Capacity Signature Disclosure

By Amy Leonhardt
July 2, 2024

Person signing holding a pen and signing a document

Real estate transactions involving trusts require a nuanced understanding of legal procedures, one of which is the Representative Capacity Signature Disclosure (RCSD). This document (used with entities such as LLCs, POAs, or partnerships, but most often with trusts) is important when a trust is involved in a real estate transaction because it confirms the authority of an individual to sign real estate documents legally on behalf of a trust. This validation of entity and signer makes the transaction legally binding for the entity, while relieving the individual signer from any legal obligation. If the seller or buyer is correctly identified in the C.A.R. form by entity name and signer name, the full and correct Trust name is provided on the signature page, and the “Entity Buyer” or “Entity Seller” box is checked, then the RCSD is not needed. However, it is often requested by escrow due to one or more of those requirements not being met. To ensure buyer, seller, agents, their brokers, and escrow are protected, your escrow officer may request the RCSD if there are any questions regarding the signer’s legal authority. 

To complete an RCSD, agents must ensure that the trust documentation is in order. This includes the original trust agreement and any amendments that may have occurred over the years. The most recent version of the Trust is needed in order to complete the RCSD and provide for review to the title company. These documents outline who has authority to act on behalf of the trust. Getting these items at the beginning of a transaction ensures not only that the RCSD will be completed fully and accurately but also that escrow documents will be prepared correctly and quickly, with accurate signature lines. The RCSD should be completed and submitted early in the transaction process. If there are any questions regarding the RCSD completion, check with legal professionals who specialize in trusts and estates. They can provide guidance on the RCSD and ensure all legal requirements are met.

By understanding and correctly utilizing the Representative Capacity Signature Disclosure in your transactions involving trusts, you can provide exceptional service to your clients, ensuring that all legal aspects of the transaction are handled correctly and efficiently.

About the author: Amy Leonhardt is an escrow assistant for Equity Escrow Group, Ltd. in Fullerton, California. For more information on the services provided by Equity Escrow Group please contact them at 714.626.2095 or visit their website www.equityescrowgroup.com

Avoiding Delays in Escrow

By Amy Leonhardt
April 2, 2024

For Sale sign with "In Escrow" sign attached
Photo Courtesy of Canva Pro

Navigating the escrow process efficiently is crucial to ensure a smooth and timely transaction for your client. Delays in escrow can be frustrating for all parties involved and can potentially derail an otherwise-simple sale. To minimize the possibility of delays, keep the following strategies top-of-mind:

Thorough Preparation: 

Before escrow begins, ensure all necessary documents are in order. This includes Preliminary Title Reports, list of transaction details, property inspections, any entity documentation if applicable, and disclosures. Providing escrow with contact information for your client means the earnest money deposit can be sent in quickly and escrow packages can be sent out seamlessly. Anticipating what is needed and having it ready can save valuable time in the transaction.

Effective Communication: 

Keep open lines of communication with all parties, including buyers, sellers, lenders, and escrow officers. Regular updates can prevent misunderstandings and provide opportunities to address any potential issues promptly before they become major headaches. A timeline that outlines key dates, such as inspection periods and loan approval deadlines, can help keep everyone on the same page. If there are any questions during the escrow process, reach out to your escrow officer for clarification or correction.

Understanding Financing: 

Delays often occur due to financing issues. Buyer’s agents should familiarize themselves with the client’s financial situation and the specifics of their loan process. Encourage buyers to get pre-approved by a reliable lender and to understand their loan timeline.

Proactive Problem-Solving: 

Issues such as repairs following an inspection can cause delays. By proactively addressing these issues and quickly providing any addendums to escrow, the transaction moves seamlessly on to the next stage.

Expert Assistance: 

Of course, things don’t always go as planned, and when complex issues arise, don’t hesitate to seek help from experienced professionals like a title officer, tax advisor, or legal expert when needed. Their expertise can be invaluable in navigating complex situations. 

With everyone working toward the same goal–a timely closing and happy clients–keeping these simple strategies in mind will ensure a positive outcome. 

About the author: Amy Leonhardt is an escrow assistant for Equity Escrow Group, Ltd. in Fullerton, California. For more information on the services provided by Equity Escrow Group please contact them at 714.626.2095 or visit their website www.equityescrowgroup.com

Secrets to Quality Customer Service

By Joe Lins
July 21, 2023

Quality customer service is crucial in the real estate industry to build trust, maintain positive relationships, and ensure repeat business and referrals. Here are some secrets to providing exceptional customer service in real estate:

Active listening

Understand your clients’ needs, preferences, and concerns by actively listening to them. Pay attention to their requirements and tailor your approach accordingly. When people feel heard they will make a connection with you.

Educate clients

Offer educational resources, guides, and checklists to help clients understand the buying or selling process better.

Responsiveness

Respond promptly to inquiries, calls, and emails. Being accessible and available to your clients demonstrates your commitment to their needs.

Regular communication

Keep your clients informed about the progress of their transaction, even if there are no significant updates. Regular communication reassures them that you’re actively working on their behalf. One of the biggest complaints in the industry about real estate agents is lack of communication. Don’t be that agent.

Knowledge and expertise

Stay informed about the real estate market, local trends, and regulations. Educate your clients about the process, helping them make well-informed decisions. In California, the regulations, forms and requirements are constantly changing. One of the things we pride ourself in at CENTURY 21 Discovery is the up-to-date training we provide our agents on the industry requirements.

Personalization

Treat each client as an individual, considering their unique requirements and preferences. Tailor your services to meet their specific needs. Keep in mind that every transaction is unique too.

Transparency

Be open and honest with your clients throughout the process. Transparency builds trust and credibility, which is vital in real estate.

Empathy and understanding

Buying or selling a home can be emotional. Show empathy and understanding towards your clients’ feelings and concerns. You live in the real estate world 24/7. Your client does not, so this is a whole new world for them. Be patient as you guide them through the process.

Flexibility and adaptability

Be flexible to accommodate your clients’ schedules and preferences. Real estate transactions can be unpredictable, and being adaptable helps in navigating unexpected situations. Have a conversation about this with your client at the very beginning to remind them that they need to be flexible too.

Anticipate needs

Proactively identify potential issues or challenges and address them before they become significant problems. This proactive approach shows your commitment to your clients’ best interests.

Professionalism

Present yourself professionally in appearance, behavior, and communication. Your professionalism reflects your dedication to providing excellent service.

Network of resources

Develop a network of reliable professionals (inspectors, lenders, contractors, etc.) to provide your clients with excellent referrals when needed.

Surveys and feedback

After a transaction, consider conducting surveys or seeking feedback from your clients. Constructive criticism can help you improve your services. At our company, we automatically send a survey to our clients at the close of every transaction. It’s a great way to see where improvement may be needed and it also allows them to give kudos to the agent.

After-sales service

Continue supporting your clients even after the transaction is complete. Offer assistance and remain available for any questions or concerns they may have. Put them on an email drip campaign to stay top-of-mind. It can be something as simple as sending them holiday greetings throughout the year.

Celebrate milestones

Celebrate significant milestones, such as closing the transaction, with your clients. This gesture shows appreciation for their business and builds a positive relationship.

Remember, quality customer service is not a one-time effort. It’s a continuous commitment to meeting and exceeding your clients’ expectations throughout their real estate journey. By focusing on these secrets, you can provide exceptional customer service and stand out in the competitive real estate market.

Joe Lins

About the author: Joe Lins is President, CEO and Co-owner of CENTURY 21 Discovery. If you are interested in becoming part of the CENTURY 21 Discovery team or would like more information about our services, training and coaching we provide, contact Joe at 714.626.2069.

How To Stay On Track During The Holidays

By Joe Lins and Stephanie Goedl
December 12, 2018

Staying on track during the holidays can be a challenge for real estate agents. Agents who take the month off, who stop working, stop prospecting, find themselves in a huge slump in January and February.

Here are some tips to stay on track during the holidays to ensure a successful start in the new year.

Role Play

December is a great time to practice your scripts and role play. Brush up on your skills that need work.

Prospect and Lead Generation

Now is the time to do some aggressive lead follow up. Follow up with clients you worked with this year. Follow up with the buyers you were working with who took themselves out of the game and didn’t buy anything. Give them a call and let them know that right now there is a nice inventory to choose from. Take them out to look at some homes.

Refresh Your Listing Presentation

Update your listing presentation with new information and a new look for the new year.

Goal Setting

If you haven’t done it already, you need to sit down and set your goals for the new year. Once you’ve established your goals, then define the steps that you need to take to achieve those goals.

Your clients and SOI are probably making goals too! This the time of year people have more down time and are having conversations with family members about finding their first home or their next home. Give them a call to see how you can help them achieve that goal in the new year.

Balance

You don’t need to work 12 hour days during the holidays to start the new year off right. Have some balance in your life to enjoy this time with family and friends. Just don’t completely abandon your business through the holidays or you’ll be caught behind the 8 Ball come January 1st.

Watch this video for the full video recording of this Podcast below or listen to it at:
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About the authors: Joe Lins is President, CEO and Owner of CENTURY 21 Discovery. Stephanie Goedl is Chief Operating Officer of CENTURY 21 Discovery. If you are interested in becoming part of the CENTURY 21 Discovery team or would like more information about our services or training we provide contact us at 714.626.2069 or Careers@C21Discovery.com.