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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

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The Natural Resources Defense Council (NRDC) describes itself as “the nation’s most effective environmental group.” In a recent NRDC Switchboard  post, Robin Roy has come out in favor of the “strong consensus agreement reached by the Manufactured Housing Working Group” on new energy efficiency standards. Roy says that manufactured home (MH) sales a...

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Alpha questions Drew, but Citigroup rates stock a Buy

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Seeking Alpha   claims millions of followers in the investment world, and they questioned the value of Drew Industries (NYSE:DW) in a report Thursday. By contrast, Citigroup issued an investors note, increased the target price from $51 to $57 a share and rates Drew a Buy. Drew CFO Joseph S. Giordano III sold 2,000 shares […]...

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Skyline rose again, communities and suppliers closed mixed and the MH Compositve Value moved lower in trading Friday. Meanwhile, the broader markets climbed in response to a rate cut by China’s central bank and suggestions of emergency action by the European Central Bank. CNNMoney tells MHProNews that, “Both the ECB and PBoC got out...

21 Nov 2014

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Manufactured Housing Institute Senior VP leaving

Manufactured Housing Institute Senior VP leaving

Effective in December, Senior Vice President of Government Affairs Jason Boehlert will leave the Manufactured Housing Institute (MHI). Boehlert is scheduled to become the new Executive Director of the National Association of Local Housing Finance Agencies (NALHFA) and National Association for County Community and Economic Development (NACCED)....

21 Nov 2014

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Property Mentor gives thumbs up on Cavco Industries

Property Mentor gives thumbs up on Cavco Industries

Cavco Industries, Inc. released earnings data, Property Mentor Group tells MHProNews. Cavco is the number 2 producer of manufactured and other factory built homes in the U.S.. The company reported $0.61 EPS for the quarter, meeting the Thomson Reuters consensus estimate of $0.61. The company had revenue of $139.30 million for the quarter, compared...

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Legally challenged MHCommunity owner in contempt, manager may not be

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Magar E. Magar, owner of Syringa Mobile Home Park in Moscow ID, was ordered by 2nd District Court Judge John Stegner to pay a total penalty of $350 a day until he brings the facility into compliance with pertinent water and wastewater rules, DNews tells MHProNews. This is part of an ongoing series of issues […]...

21 Nov 2014

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Fannie Mae and Freddie Mac announcement could lead to more home loans

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Fannie Mae and Freddie Mac announced Thursday they’ve revised their representation and warranty framework. The move has been made in an effort to reduce concerns among lenders about the risk on buying back loans sold to the two federally backed mortgage finance agencies. Mortgage professionals have said such concerns have been blamed for lend...

21 Nov 2014

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M. Mark Weiss, JD, incoming President of the Manufactured Housing Associati…

M. Mark Weiss, JD, incoming President of the Manufactured Housing Association for Regulatory Reform (MHARR)

As was formally disclosed yesterday, the new president and CEO of the Manufactured Housing Association for Regulatory Reform (MHARR) will be M. Mark Weiss, JD. Making this announcement in Washington D.C., John Bostick – MHARR Chairman and President of Sunshine Homes – told MHProNews  that: “MHARR will not miss a single beat in making a ...

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Manufactured Housing Composite and all 3 major U.S. markets rise

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Crony Capitalism Sidebar – Donald P Grasso, Rytec High Performance Doors

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Featured Articles and Reports - November 2014 Vol. 6 No. 2

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Upcoming Events

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MHLIVINGNEWS.COM FEATURED HOME OF THE WEEK

Classifieds

Press Releases

More than $350,000 Already Pledged M…

More than $350,000 Already Pledged     Manufactured Housing Industry Leaders Stepping Up in Support of the $1 Million

ELKHART, Ind. - Darryl Searer, chairman and president of the RV/MH Hall of Fame (Hall), is encouraged by the early support of the "Kevin Clayton Debt Elimination Challenge" fund raising campaign.  Commitments are coming in from large and small companies, as well as individuals. Searer said, "Our goal is to raise $1 million in this campaign over the next 3 to 5 years.  These new pledges, plus Kevin Clayton's initial pledge of $200,000, means that we are more than 35% there in only a few weeks since the campaign was announced."   Pledges to date and donations include: * Kevin Clayton, Clayton Homes pledged $40,000 per year for 5 years. Total of $200,000* Gary McDaniel, YES! Communities, pledged $25,000 per year for the next three years. Total $75,000* Joe Stegmayer, Cavco Industries, Inc., pledged $10,000 per year...

the MHMSM Team 10 Nov 2014 Corporate Press Releases

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Bradley awarded for career dedicated to …

Bradley awarded for career dedicated to housing co-ops

ROC USA® President Paul Bradley was recently honored with the National Association of Housing Cooperatives’ Jerry Voorhis Award. The Voorhis is a lifetime achievement award that recognizes significant leadership in both theory and practice. It is presented annually by the NAHC, a national federation of housing cooperatives, mutual housing associations, other resident-owned or controlled housing, professionals, organizations, and individuals interested in promoting the interests of cooperative housing communities. Incorporated in 1960, NAHC is the only national cooperative housing organization. “What an honor,” Bradley said last week from his Concord, N.H., office. “Jerry Voorhis was a real force in the cooperative housing world and even being mentioned in the same context with him is a thrill.” Jerry Voorhis was a five-term U.S. Congressman from California who went on to lead the National Cooperative Business...

the MHMSM Team 04 Nov 2014 Corporate Press Releases

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ROC USA® Network Welcomes MH Industry Ve…

ROC USA® Network Welcomes MH Industry Veteran  As new National Acquisitions & Portfolio Manager

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Soheyla Kovach 16 Oct 2014 Corporate Press Releases

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RV/MH Heritage Foundation Unveils New $1…

RV/MH Heritage Foundation Unveils New $1 Million Campaign Exclusively for the Manufactured Housing Industry

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L.A. Tony Kovach 03 Oct 2014 Corporate Press Releases

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2015 Louisville Manufactured Housing Sho…

2015 Louisville Manufactured Housing Show is filling up fast and early!

Attendees, mark your calanders now, pre-registration will open on October 1, 2014. Exhibitors, Reserve your space now.  See download linked here.

the MHMSM Team 02 Sep 2014 Corporate Press Releases

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