Nick Bailey, RE/MAX Chief Customer Officer, joins Adam for this episode of the Start with a Win podcast to discuss how consumers, agents, and brokers should approach the new year. Having spent his career working with RE/MAX and Zillow as an agent, a broker, and an executive, Nick has had a front-row seat for the changes in the market as well as industry trends over the years, and he has been digging in even more over the past 6 months in his role as Chief Customer Officer.

In 2020, Nick says that consumers should recognize that they are driving more of what agents are doing than ever before. Because of the impact of the internet, families are often finding houses through their own research and then going to an agent for help navigating the process rather than the more traditional setup. Consumers see their agent as their advocate in the process, guiding them as they make their decisions. While relying on the agent quite heavily in this aspect, consumers should consider making housing decisions sooner rather than later since interest rates are low and the market seems to be turning over rather quickly.

Agents should focus on building relationships with their leads and past clients, following up when appropriate, keep in touch with past clients even if they are not currently looking to buy or sell, and be careful not to let another agent take their clients just because they aren’t paying attention. The best lead is a free one, and the best way to get a referral or repeat customer is by being engaged and providing value to them even when they don’t know they need it.

Brokers should focus on growth in 2020, looking into providing ancillary services that will help scale the business to relieve some of the pressure felt while trying to increase margins. The advantage that RE/MAX brokers have in this market climate is the brand recognition of the RE/MAX name, providing credibility to the agents before they ever interact with a consumer. 

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