Michelle Stephens of OBrien Real Estate Carrum Downs believes adapting one's customer service strategy to suit different personality types is key to success.

In this episode of Secrets of the Top 100 Agents, she joins host Tim Neary to explains why its important not to make assumptions about the reasons why people are buying or selling, and how she has successfully navigated her way through a difficult market by managing expectations. Michelle will also share:

- The importance of being a people person - How to deal with different characters - Why maintaining regular touch points is critical