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by Michael DuPure

(Editor's Intro: Mike's high volume sales performance has worked in both the retail and community based sales operations. We're pleased to have him back from last month, if you want to enhance your sales and missed his previous articles, check it out in our archives!)

Mike DuPure photoCompanies and trainers talk about good referral business, and try to keep the sales team aware of the fact that word of mouth is some of the best advertising. By all accounts it most definitely is valuable! On the home retailing side of the MH Community business, the most obvious referral is of course one's present residents. Through the years, I've seen that good internal Customer Service is important - and in the electronic age today - it is essential. But there is another source of referral business that is often overlooked…

Too many in the community business ignore or avoid the needs of those residents who are selling their manufactured homes, seeing it as a loss to be avoided. Most of the time it is a life change that prompts their decision: some unfortunate family tragedy, unemployment, a new job, another child on the way, divorce, illness, a death in the family or some other reason forcing a move and the start of a new page in life. Whatever the case, in a well run community, perhaps 90% of the residents loved being there. Thus they deserve better treatment from sales and community management - yes, even when they are leaving us! Besides, the exiting resident is just as much a possible source for referral business as the incoming or existing residents are!

When giving good customer service, we must walk the walk and talk the talk ALL the time. Brokered home sales should be picking up! By treating the existing resident like gold, whether they've been with your location for 2 years or 20 years, you are opening up opportunities for sales to that departing resident's circle of influence that is still going to be in your area!

The exiting resident's interests needs to be accommodated in the best possible way, just as much as you should treat the prospective client who is considering purchasing a new home. In all sincerity, we should all remember this: "Coming or Going, You're all Valuable to Me!"

In areas where brokers from outside your MH Community are active, those brokers come in, list and sell ANY resident they can, operating on the theory - coming or going - the client is valuable! Okay, then think about both the revenue stream AND the good will stream you get when you treat everyone like gold, regardless if they are moving in or moving out!

Earlier, I mentioned how in the electronic age, good customer service is more important than ever. For those who are mentally stuck in the pre-internet past, you may not realize how devastatingly easy an upset customer or resident can tar and feather you and your firm online. I've seen businesses and communities that in a Google or Yahoo search have multiple negative comments next to their 1 star rated report. People no longer have to call the Better Business Bureau, they can simply go online and post a comment about your business, next to your search, on their Facebook or Twitter pages, or any number of other ways.

But think! The reverse is also true! If you give great service, your client is thanking you, why not ask them for that good rating? Why not ask them to give you a letter of reference? Why not post that letter of reference online, at your website, Facebook page, etc.? Getting good references are EASY when you give good service, because then you can easily ASK for the reference, and what are they likely to say after you've treated them so well?

A while back, at a location that I had recently arrived at, I took a resident that I didn't sell, and sat down to listen to their service concerns. I did my best to resolve it, even though it wasn't my client (and thus wasn't my commission). This once unhappy resident became utterly delighted in short order, their issues were resolved with a "let me see what I can do, thank you for your residency" and a smile! Once happy, it was easy to ask for a letter of reference. The letter the lady wrote was simply aglow with praise, as if she had been given great service from day one.

Now if that is possible with a client who starts out upset, IMAGINE what YOU can do with the client who is coming in fresh, and you are the one that is in control of their total experience!

With these basic points in mind, let's look at the following strategy for those "coming or going."

First list all resident's homes. Don't just list it to keep them on the hook, list them with the idea that you are going to help them sell it!

Remember (and if necessary, remind them) that we already know them and their home better than some outside service. Then, get them involved in the selling process. Give them tips on preparing the home for showing it at its best.

Now, with this added inventory, new prospects who are calling in have an even wider and more diversified selection available to them! You as the sales person have more opportunities to help them sell!

The resident who is leaving and is in a positive frame of mind is just as valuable as the new resident who is coming in. Just the other day, I contacted a resident that had their home listed with an outside dealer which expired. She was discouraged. Well, I explained to her that my community manager had described all the remodeling she had done in their home. She asked me how much to advertise and list the home. I said nothing, we did it all at no charge, and only took our commission when the home was sold. She was quite amazed at the positive attitude she was getting and all this good attention to her and her needs. She asked, why do you care so much, when you know that I am moving? I told her you've been a long time resident here with us in her beautiful home for a long time and we definitely have appreciated her as a resident. This lady promptly began spreading the word…and you know the result!

Need I say any more?

Treat them ALL like gold, and you'll never regret it! "Coming or Going, You're all Valuable to Me"

Mike DuPure photoMichael K. DuPure, Sales Manager for Michigan based Choice Properties, is an 11 year veteran of the Manufactured Home industry, plus years of other sales and management experience. As noted last month, Mr. DuPure was a catalyst in a 3 man sales team that closed 75 Manufactured Home contracts in 90 days! That impressive result occurred not years ago, in some heady boom era, but in 2009 - during this long 'housing bust' and in a downward spiraling market. Mike has sold in MH and modular home retail sales and in manufactured home community based sales environments. He has not only set sales records for the firms he works for, but has also ignited record sales for the teams he has worked with. You can contact Mike via his comment post box below this column. Post your comments, questions and feedback below - and don't be surprised if Mr. DuPure personally responds to your statements and inquiries!

Daily Business News Briefs

New July 2015 issue of MHProNews Featured Articles scheduled

New July 2015 issue of MHProNews Featured Articles scheduled

The new July 2015 Featured Articles and Videos will go live in the home page of MHProNews.com under the two center Daily Business News modules the night of July 1, or by noon on July 2. Please check back for all the fireworks from the experts in their respective fields such as Finance, Law, Marketing, […]...

01 Jul 2015

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Proposal Restricts Siting of Manufactured Homes

Proposal Restricts Siting of Manufactured Homes

In a legal ruling similar to one MHProNews reported June 29, 2015, regarding the siting of manufactured homes (MH) within a jurisdiction based upon age, Lake County, California is proposing to exclude homes older than ten years, but with exceptions. If the home has been owned by the applicant for at least two years, currently […]...

01 Jul 2015

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Home Ownership for Millennials could Lead to Manufactured Homes

Home Ownership for Millennials could Lead to Manufactured Homes

Noting that the current rate of homeownership of 63.8 percent is the lowest since 1989, A. Mechele Dickerson writes in nationalmortgagenews that the housing industry needs to be more creative in the housing it builds, and local jurisdictions need to be more flexible in the types of housing allowed in communities, especially in desirable urban...

30 Jun 2015

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MHCV Slips, Manufactured Home Stocks Quiet

MHCV Slips, Manufactured Home Stocks Quiet

In CNN News: Greece asks for more bailout as it heads toward default, Puerto Rico wants to declare bankruptcy in lieu of its $73 billion unpayable debt, businesses upset with President Obama’s proposed rule change to increase overtime pay, and the head of luxury watch and jewelry maker Cartier says income inequality will start a […]...

30 Jun 2015

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SSK Communities Plans Revamping of Manufactured Home Community

SSK Communities Plans Revamping of Manufactured Home Community

MHPronews has learned from wfie14news that SSK Communities has acquired the 353 home site Lamp Lite Estates manufactured home community (MHC) in Owensboro, Kentucky and intends to “make significant improvements” which will include changing the name to Riverbend Pointe. Nathan Smith, SSK co-founder and Chairman of the Board of Directors of the Man...

30 Jun 2015

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Cavco will Retain Fairmont’s Employees, Expand its Customer Base

Cavco will Retain Fairmont’s Employees, Expand its Customer Base

Following a story MHProNews last posted June 19, 2015, regarding Cavco Industries’ purchase of Fairmont Homes and subsequent request for tax abatements from the city of Nappanee, Indiana for production upgrades, the Nappanee City Council approved a $40,000 tax phase-in for equipment purchases and employee training. Noting that...

30 Jun 2015

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Appraisal Rule Implementation Looms for HUD Code Manufactured Home sales

Appraisal Rule Implementation Looms for HUD Code Manufactured Home sales

The Texas Manufactured Housing Association (TMHA) reminds MHProNews that the new appraisal disclosure rules go into effect on July 18, 2015. The rules apply to those homes that go beyond QM status limits set by the Consumer Financial Protection Bureau (CFPB) regulations. DataComp and NADA are going to be the likely vendors of choice, both […]...

30 Jun 2015

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Manufactured Housing Institute’s National Modular Housing Council reports d…

Manufactured Housing Institute’s National Modular Housing Council reports dip in Q1 Modular Home shipments

As part of the ongoing mixed signals from the factory built housing market, the Manufactured Housing Institute’s (MHI) National Modular Housing Council (NMHC) reports that 2,763 new MODs were shipped during the first quarter of 2015 in the states where they track shipments. That is a 3.9% decline over the same period in 2014. There […]...

29 Jun 2015

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Greek Banks Closed, PR’s Gov says can’t pay debt, Dow Plunges and MHCV shed…

Greek Banks Closed, PR’s Gov says can’t pay debt, Dow Plunges and MHCV sheds 3½%

The markets took their biggest hit in about 2 years, as the crisis in Greece grows with the limiting of ATM withdrawals over the weekend, and bank closures today. Closer to home, Puerto Rico’s $72 billion dollar debt may also be at risk, per words spoken by their own governor. There are those who say […]...

29 Jun 2015

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Experts Compare Manufactured Homes to Apartments and Conventional Houses

Experts Compare Manufactured Homes to Apartments and Conventional Houses

Jon Johnson is a senior service technician who has years of experience with a number of property management firms in the multi-family housing industry. Inspector Tim Bunch has inspected literally thousands of houses over the years, including new construction, existing resales and manufactured homes. These two distinct video interviews each reveals...

29 Jun 2015

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Another Attempt by Locals to regulate Manufactured Homes may violate Federa…

Another Attempt by Locals to regulate Manufactured Homes may violate Federal Law

Melonie Roberts of the Monett Times  informs MHProNews of another incident of a troubling trend where local jurisdictions are attempting – perhaps out of ignorance – to regulate manufactured homes in a fashion apparently contrary to federal preemption. Pierce City, MO “Aldermen also approved an ordinance governing the age of mobile ho...

29 Jun 2015

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Featured Articles and Reports - June 2015 Vol. 6 No. 9

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The Post That Should Not Need to be Written

The Post That Should Not Need to be Written

by Nadeen Green, JD Recently I had the opportunity to speak at the Fair Housing Matters conference in Nashville, Tennessee, hosted by the Tennessee Fair Housing Council, a private, non-profit organization... NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Tornado Safety – Photos that tell you to 'have a plan' for your Community

Tornado Safety – Photos that tell you to 'have a plan' for your Community

by Kathleen M. Bianculli, CIC It’s tornado season and a great time to look at your community’s plan for both tenants and employees. NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Senator Joe Donnelly on Preserving Access to Manufactured Housing – S 682 &…

Senator Joe Donnelly on Preserving Access to Manufactured Housing – S 682 & HR 650

by Senator Joe Donnelly and others Editor's Note: Senator Joe Donnelly and his team provided the following for-the-record response to MHProNews' recent inquiry about manufactured housing related finance issues. NSP_READMORE

FINANCING

Letter to Tony Kovach from Midwest Manufactured Housing Federation and the …

Letter to Tony Kovach from Midwest Manufactured Housing Federation and the Louisville Show Committee

by Ron Thomas, Sr. Dear Tony, I want to thank you for your exceptional work in promoting and providing educational seminars these last 5 years for the Louisville Show. NSP_READMORE

FINANCING

A Nation of Renters...or Home Buyers?

A Nation of Renters...or Home Buyers?

by L. A. “Tony” Kovach The quarter-full glass in front of you is begging to be filled. The growing demand for rental housing – and spiking rental rates – are crying... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Manufactured Home Lenders at the Tunica Manufactured Housing Show Sound Off

Manufactured Home Lenders at the Tunica Manufactured Housing Show Sound Off

by L. A. “Tony” Kovach The recent Tunica Show brought about an amazingly rapid move from the prior location at the now closed Harrah's site, to what the planned location at... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Mobile Homes and Trailer Houses Are Dead …and have been for nearly 40 years

Mobile Homes and Trailer Houses Are Dead …and have been for nearly 40 years

by Victor Frost Every day our phone rings, or a customer walks into the Home Center, and they utter the words that are cringe worthy; “We want some information on your... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Small is Better … If it’s Beautiful

Small is Better … If it’s Beautiful

by Bob Vahsholtz There’s a bit of flak flying around about RV makers encroaching on our turf. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Don Glisson, Jr – CEO Triad Financial Services on Dodd-Frank, HR 650 S 682 …

Don Glisson, Jr – CEO Triad Financial Services on Dodd-Frank, HR 650 S 682 and Manufactured Housing Financing

by L. A. “Tony” Kovach The comments that follow are the 'full length' comments shared by Triad Financial's Chairman and CEO, Don Glisson, Jr.. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Rural Living – Returning to Exurban America?

Rural Living – Returning to Exurban America?

by Matthew Silver Before the meltdown of the housing market in 2008, metro areas lost 1.6 million people as the call of more wide open spaces, sprawling subdivisions and available mortgage... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Does it Matter what we call them? Mobile Home, Manufactured Home...?

Does it Matter what we call them?   Mobile Home, Manufactured Home...?

by Lea Anne Somerville Home, Sweet, Home. Home is where the heart is. A house is just a house until we move inside, ahhhh, then it becomes a home. What is... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Manufactured Housing By State and By the Numbers

Manufactured Housing By State and By the Numbers

by L. A. “Tony” Kovach In this 'State of the Manufactured Housing Industry' June 2015 issue, we are looking at a wide range of facts and figures, all of which should... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Scott Roberts – Roberts Resorts and Communities – Video Insights for Manufa…

Scott Roberts – Roberts Resorts and Communities – Video Insights for Manufactured Housing Industry and Investment Professionals

by L. A. “Tony” Kovach Billions of dollars are on the sidelines chasing manufactured housing, notably in the land lease community sector. To get better insights into what's happening in MH... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Realtors ® and Manufactured Housing Growth

Realtors ® and Manufactured Housing Growth

by L. A. “Tony” Kovach There are those who have told me that 'going after' getting Realtors ® involved with a retail center or MH Community as a path to growing... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

The State of the Manufactured Housing Industry

The State of the Manufactured Housing Industry

by L. A. "Tony" Kovach Manufactured housing (MH) nationally is alive and growing. Our manufacturers are producing the best homes ever. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Manufactured Homes – myths, reality and potential

Manufactured Homes – myths, reality and potential

by Tim Connor, CSP For years the manufactured housing industry has fought to maintain and in many cases even establish itself as a viable alternative to site built homes. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Matthew Kelly – Energy Management - Keynote Video Clip

Matthew Kelly – Energy Management - Keynote Video Clip

by L. A. 'Tony' Kovach Matthew Kelly raises an interesting topic in this video clip. Beyond time management, what comes next? Kelly argues that the answer is 'energy management. NSP_READMORE

MANAGEMENT

ZigOn Personality

ZigOn Personality

by Zig Ziglar My dictionary tells me that personality is the "personal or individual quality that makes one person be different and act differently from another." NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

Upcoming Events

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Classifieds

Press Releases

RV/MH Hall of Fame 2015 Induction Dinner…

RV/MH Hall of Fame 2015 Induction Dinner Reservations Outpace Last Year's Event

ELKHART, Ind. -- The RV/MH Hall of Fame's Induction Dinner Committee Chairman Mark Wasson (Bluelinx Corporation), reports reservations for the induction dinner honoring the Class of 2015 are running ahead of last year's reservations.  Wasson said, "As of early June 15th more than 153 friends and family of the inductees have registered which is ahead of last year's record pace of registrations." In addition to these reservations, Golf committee chairman Trey Miller is signing up foursomes for the 2015 RV/MH Hall of Fame Golf Classic.  So far 11 companies and individuals have signed on as sponsors for the dinner and golf, according to Darryl Searer, president, RV/MH Hall of Fame (Hall). This year's RV/MH Hall of Fame's annual Induction Dinner will be held on August 3, 2015, at the Hall of Fame's Event Center...

the MHMSM Team 16 Jun 2015 Corporate Press Releases

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RV/MH Museum Unveils Historic Shasta Exh…

RV/MH Museum Unveils Historic Shasta Exhibit

ELKHART, Ind. -- The RV/MH Hall of Fame and Museum's newest exhibit features a retrospective on the evolution of the iconic Shasta brand of travel trailers, according to Darryl Searer, president, RV/MH Hall of Fame (Hall).  The display includes a 1954 Shasta that's been in the museum's inventory for years and a 2015 reissue of a 1961 Shasta Airflyte 16sc, courtesy of Mick Ferkey, owner of Greeneway RV, Wisconsin Rapids, Wisconsin, and a member of the RV/MH Hall of Fame board of directors. While the reissue of a 1961 Shasta Airflyte 16sc has the look and style of the 1960s model, it is fully equipped with modern features and appliances, including a full bath. Searer noted, "Shasta has a rich heritage and is the industry's longest producer of RVs.  The brand has been...

the MHMSM Team 19 May 2015 Corporate Press Releases

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Dodd-Frank and Manufactured Home Financi…

Dodd-Frank and Manufactured Home Financing: The Place Where Good Intentions and Unintended Consequences Collide

"The path to home ownership lay before him, smooth and attainable as never before. All Eric Powell had to do was secure a small loan. He had a steady job, a decent credit score and a wife who happened to work for a bank: What could possibly go wrong?" WASHINGTON, D.C. -- The U.S. Senate Banking Committee will take up a measure that may determine whether millions of low- to moderate-income consumers will be able to buy or sell modestly priced homes. The Preserving Access to Manufactured Housing Act (HR 650 and S 682) addresses the unintended consequences of the Dodd-Frank Act, passed to protect consumers in the wake of the subprime mortgage crisis. According to former Congressman Barney Frank, the act's co-sponsor, Dodd-Frank was never intended to apply to manufactured housing. Yet the...

the MHMSM Team 19 May 2015 Corporate Press Releases

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10,000th home made secure and affordable…

10,000th home made secure and affordable through resident ownership movement

For Immediate Release May 1, 2015 Contact: Paul Bradley, President, ROC USA, LLC (603) 848-3254 CONCORD, N.H. — In less than seven years, ROC USA® has built on a proven strategy of resident ownership in New Hampshire manufactured home communities and scaled it across the country, transforming communities and building a network of 10,000 secure and affordable homes with partners in 14 states. ROC USA is a nonprofit social venture dedicated to making quality resident ownership of manufactured home communities (aka “mobile home parks”) possible nationwide. It works to provide democratic homeowner organizations with the opportunity, training and financing to purchase and manage their communities. Founding President Paul Bradley said ROC USA strengthens the local ownership of communities with the scaled resources and efficiencies of a national organization, coupled with the regional support of a...

the MHMSM Team 04 May 2015 Corporate Press Releases

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RV/MH Heritage Foundation Acquires Manuf…

RV/MH Heritage Foundation Acquires Manufactured Home on Display at the RV/MH Museum

ELKHART, Ind., - Thanks to several generous donations, the manufactured home on display at the RV/MH Hall of Fame and Museum in Elkhart, Indiana, is now owned by the RV/MH Heritage Foundation (Foundation), according to Foundation President Darryl Searer.  The home was originally erected and donated by Fairmont Homes for a period of one year for the purpose of showing visitors to the museum the evolution of mobile homes of the early to mid-20th century to today's modern affordable manufactured homes.  Since it was opened to the public in late 2013 it has been toured by thousands of visitors to the museum. As the clock was counting down to the end of the year when the home would have been removed by Fairmont Homes, Jim Shea, president of Fairmont Homes, offered to let the Foundation acquire...

Soheyla Kovach 01 Mar 2015 Corporate Press Releases

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FREE Educational Seminars Are Scheduled …

FREE Educational Seminars Are Scheduled for the  2015 Tunica Manufactured Housing Show!

These seminars were a major HIT at the 2015 Louisville Manufactured Housing Show. MHPros from Coast to Coast and Canada came... ...they praised the practical information for their businesses. We expanded seminar room space 30%, and still filled it! Come see why... Wednesday March 25th, 2015 Wednesday 8:30 AM to 9:45 AM. Lisa Tyler from Walden University and other MH Experts will be speaking on reasons why Realtors ®, investors, MH veterans and other housing professionals should be joining the ranks of profitably advancing America's most affordable new home construction. Opportunities in Modern MH. This will be a fast paced panel presentation, with Q&A planned. Wednesday 10 AM – 11 AM. Super-Charged Marketing! Dominate your area with savvy Marketing! Learn how to sell more homes and how MHCs can fill more vacant sites. Attract more customers with cash and good credit....

the MHMSM Team 25 Jan 2015 Corporate Press Releases

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