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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

Modular Housing may Meet Affordable Housing Needs

Modular Housing may Meet Affordable Housing Needs

State College, Pennsylvania community members, gathering to discuss the need for affordable housing in the area, suggested modular housing as a means to meet the challenge. A woman who lives in a subsidized housing community says she spent a long time trying to find suitable lodging. “This was the only place we could find in [...]...

18 Apr 2014

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Stock Markets closed Today

Stock Markets closed Today

The U. S. stock markets are closed today in honor of Good Friday. Exchanges will reopen Monday, April 21 at 9 AM. (Photo credit: Wikipedia.com–New York Stock Exchange)...

18 Apr 2014

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Sun Communities’ Lawsuit against Resident Dismissed

Sun Communities’ Lawsuit against Resident Dismissed

A lawsuit filed by Southfield, Michigan-based Sun Communities, Inc. (SUI) against the owner of a manufactured home in Southwood Village Mobile Home Park alleging the owner did not give Sun an opportunity to match an offer or be the highest bidder has been dismissed. While both sides are barred from discussing the case with the [...]...

18 Apr 2014

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Drew to Release Q1 Financials

Drew to Release Q1 Financials

Elkhart, Indiana-based Drew Industries, Inc. will release its first-quarter 2014 financial results before the market opens on Thursday, May 1, 2014. As marketwatch.com reports, the company will host a conference call later that morning at 11 AM eastern standard time to discuss the results and other business matters. Participation will be limited...

18 Apr 2014

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More Underwater Property Owners Breathing Air

More Underwater Property Owners Breathing Air

In the first quarter of 2014 9.1 million U. S. residential properties representing 17 percent of all properties with mortgages were seriously underwater—defined as the loan amount 25 percent higher than the market value–down from 26 percent one year ago, and a drop from 9.3 million residential mortgages representing 19 percent of all p...

18 Apr 2014

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Legislature may Block Sales Tax on Manufactured Homes

Legislature may Block Sales Tax on Manufactured Homes

The Missouri state department of revenue is set to start collecting sales tax on the sale of manufactured homes due to a recent state supreme court ruling. According to missourinet.com, manufactured homes (MH) are considered personal property, which is subject to sales tax, much as an automobile. There are 217,600 MH in the state, about [...]...

18 Apr 2014

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Former Manufactured Home Sales Employee Arrested

Former Manufactured Home Sales Employee Arrested

The Lake Wales, Florida Police Department has taken Melissa Platt Ginther into custody for allegedly embezzling over $250,000 from Central Florida Manufactured Home Sales. Business owner Pam Thompson contacted authorities who discovered during the course of an investigation that Ginther was said to have falsified documents from 2010 to 2013 in an...

18 Apr 2014

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Skyline Corp. Loses most of Yesterday’s Gains

Skyline Corp. Loses most of Yesterday’s Gains

The three major indexes diverged in today’s trading, as the Dow Jones Industrial Average slipped and the Nasdaq and S&P nudged up slightly. The Dow dropped -16.31 points, -0.10 percent, to close at 16,408.54. The Nasdaq gained +9.29 points, +0.23 percent, to end the session at 4,095.52 while the S&P 500 moved up +2.54 points, [...]...

17 Apr 2014

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Equity LifeStyle Properties Hit with Additional $95.8 Million Damages

Equity LifeStyle Properties Hit with Additional $95.8 Million Damages

Updating a story MHProNews.com posted April 15, 2014 regarding a California court’s $15.3 million compensatory verdict against Equity LifeStyle Properties (ELS) brought by residents of California Hawaiian manufactured home community in San Jose, the same jury has awarded the plaintiffs $95.8 million in punitive damages. As regards the damage...

17 Apr 2014

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Former Detention Center may Become Modular Housing

Former Detention Center may Become Modular Housing

Due to new state regulations that would have driven up the cost to operate the St. James Parish Youth Detention Center in Vacherie, Louisiana, the facility has been unused since June 30 of last year, and the Parish Council has put it up for sale for $2.5 million, according to theadvocate.com. Recent inquiries have centered [...]...

17 Apr 2014

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Housing Starts Rise Modestly

Housing Starts Rise Modestly

The National Association of Home Builders tells MHProNews.com housing starts rose 2.8 percent in March over February to a seasonally-adjusted annual rate (SAAR) of 946,000, up from 920,000 last month. According to statistics released by the Department of Housing and Urban Development (HUD) and the Census Bureau, single-family housing starts rose 6...

17 Apr 2014

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Featured Articles and Reports - April 2014 Vol. 5 No. 7

Prev Next Page:

Your Business Image Matters, and Technology can Help!

Your Business Image Matters, and Technology can Help!

by Brad Nelms Professionalism is an important element for success in any business, including all elements of manufactured housing (MH).  If you doubt that, imagine an hypothetical MH community (MHC) owner... Read more

MARKETING

Get Your Business To The Top Of Google... ...Guaranteed (!?)

Get Your Business To The Top Of Google... ...Guaranteed (!?)

I know what you're thinking.  This sounds too good to be true, right?  Must be a scam, right?  Actually, it's not.  What business wouldn't want to appear at or near... Read more

MARKETING

Three Takes on Tunica 2014!

Three Takes on Tunica 2014!

by Maria Horton, Tammy Fonk and L. A. 'Tony' Kovach After returning home to a swarm of earthquakes in Southern California, I must admit that the rain, thunder and lightning that... Read more

MARKETING

The Newest Chapter in the “Only in California” News

The Newest Chapter in the “Only in California” News

by C. William Dahlin, JD There are many jurisdictions within California that have forms of rent control for mobile home parks. This phenomenon of price fixing has infected many locations within... Read more

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Where Are You From?

Where Are You From?

by Nadeen Green, JD Four such innocent words comprising a simple question. And this is a question I have asked of others many times. Travel for work throughout the U.S. in... Read more

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

The Impact of Dodd-Frank on Manufactured Housing

The Impact of Dodd-Frank on Manufactured Housing

by Harold D. Hunt, PhD New rules mandated by the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank) took effect on January 14th and are expected to have a significant... Read more

FINANCING

Dirty Laundry

Dirty Laundry

by Stacey Epperson What is it about dirty laundry we don’t want anyone to see? Mine finds its way to my 50 year old Maytag washer every day. This relic is... Read more

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Controversial New York Times article on 'mobile homes' and 'trailer parks' …

Controversial New York Times article on 'mobile homes' and 'trailer parks' lands Frank Rolfe, Dave Reynolds and Mobile Home University in the Spotlight

by L. A "Tony" Kovach In the aftermath of the controversial New York Times article - The Cold, Hard Lessons of Mobile Home U by Gary Rivlin - has many... Read more

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Crucial Communications

Crucial Communications

by James Cook I am going to go way out on a limb and say that you feel frustrated, angry, maybe even hurt when you feel like somebody did not really... Read more

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Let's Be Positive!

Let's Be Positive!

by L. A. “Tony” Kovach Let's all put actions to our words! When we say, “let's be positive,” the vast majority of what MHProNews has published from our beginning in... Read more

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

A Cup of Coffee with...Chet Murphree

A Cup of Coffee with...Chet Murphree

1) Who, What and Where: (Your name and your formal title at Deer Valley Homebuilders). Chet Murphree, Vice President, General Manager, Deer Valley Homebuilders, Inc.. Read more

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Strategic Thinking Myths

Strategic Thinking Myths

by Tim Connor, CSP I am frequently amazed at how many intelligent, talented and well meaning executives and business owners often have blinders on that prevents them from accurately seeing their... Read more

MANAGEMENT

Self-accountability - The Single most Important Trait Necessary for Enduri…

Self-accountability - The Single most Important Trait Necessary  for Enduring Success

by Tim Connor, CSP There are many traits that when embraced can contribute to enduring success. At last count when it comes to success, I found over; 2500 books, 3 million... Read more

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

ZigOn Handling Critics

ZigOn Handling Critics

by Zig Ziglar I'm comfortable in saying that anyone who has ever done anything of significance has been, at one time or another, unfairly criticized by those who believe they deserve... Read more

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

Gauging the Customer’s Intent

Gauging the Customer’s Intent

by Tim Connor, CSP Intent and intention seems to be a hot topic these days. Wayne Dyer has a book on the power of intention, Brian Klemmer has a book on... Read more

SALES

Be The One and Only in Your Market

Be The One and Only in Your Market

by Scott Stroud One of the Top 5 Questions you as manufactured or modular home pros should be asking yourself now is: Why should your potential customers – buyers, renters, tenants,... Read more

SALES

Upcoming Events

mhi-2014-national-congress-and-expo-las-vegas-Large-banner-cropped-

MHLIVINGNEWS.COM FEATURED HOME OF THE WEEK

Classifieds

Press Releases

Register Today and Save for the 2014 Nat…

Register Today and Save for the 2014 National Congress & Expo for Manufactured and Modular Housing April 29 – May 1, 2014 - Creating Opportunities – Building Success

You won’t want to miss the 2014 National Congress & Expo for Manufactured and Modular Housing to be held on April 29 – May 1, 2014 at Caesars Palace in Las Vegas, Nevada. The Congress & Expo is the largest annual gathering of industry leaders featuring outstanding speakers, workshops, exhibits, and networking opportunities! For information on exhibiting, please visit http://www.congressandexpo.com/2014/exhibitors.asp to view the floor plan, booth prices, the list of 2014 exhibitors and to reserve your booth space. For detailed information on this important industry event, information on hotel reservations and to register, visit www.congressandexpo.com. Due to the high demand for event registrations and to allow more registrants to take advantage of the discounted rates, the early-bird rates for registration and the special Caesars Palace hotel room rate of $119 per night...

the MHMSM Team 15 Apr 2014 Corporate Press Releases

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Green Court Partners Name Matthew J. Pyz…

Green Court Partners Name Matthew J. Pyzyk and Chad V. Gardner Vice Presidents

Lake Forest, Illinois, March 20, 2014 - Green Courte Partners, LLC, a private equity real estate investment firm focused on building industry-leading companies within niche real estate sectors, announced today the promotions of Matthew J. Pyzyk and Chad V. Gardner to Vice President. Matthew J. Pyzyk joined Green Courte in June 2012 as a Senior Associate.  During his time with Green Courte, he has served in various capacities within the acquisitions and asset management teams for Green Courte's land-lease/manufactured housing communities and parking strategies. Most recently, Mr. Pyzyk has been principally focused on acquiring properties for the firm's growing land lease/manufactured home communities platform, American Land-Lease, Inc. As a Vice President, Mr. Pyzyk will continue his efforts to acquire land-lease/manufactured housing communities and focus on investment opportunities within the Florida, Desert and Northwest US markets. Prior to joining Green...

the MHMSM Team 20 Mar 2014 Corporate Press Releases

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2014 Legal Briefing Breakfast For Manufa…

2014 Legal Briefing Breakfast For Manufactured Housing Communities/Parks

Click here to register! Seating is limited. Please RSVP no later than Thursday, March 21, 2014 .  Questions: Contact Barbara Ericson Direct Dial: (657) 622-4714 or bericson@hartkinglaw.com

the MHMSM Team 14 Mar 2014 Corporate Press Releases

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2014 Tunica Manufactured Housing Show Lo…

2014 Tunica Manufactured Housing Show Looms

Our registration web link is: http://www.prereg.net/2014/tmfs. 2014 Tunica Manufactured Housing Show Business Building Seminar Series!

L.A. Tony Kovach 04 Mar 2014 Corporate Press Releases

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Updated News! 2014 National Congress & E…

Updated News! 2014 National Congress & Expo for Manufactured and Modular Housing to be Held on April 29 – May April 29 – May 1, 2014 – Creating Opportunities – Building Success

The 2014 National Congress & Expo for Manufactured and Modular Housing will be held on April 29 – May 1, 2014 at Caesars Palace in Las Vegas, Nevada. The Congress & Expo is the largest annual gathering of industry leaders featuring outstanding speakers, workshops, exhibits, and networking opportunities! With the theme of Creating Opportunities – Building Success, the 2014 National Congress & Expo for Manufactured and Modular Housing will move back to Caesars Palace with a low room rate of $119 per night. Caesars Palace provides excellent meeting facilities for the Congress & Expo and easy access to some of the best restaurants, shopping and entertainment in Las Vegas. For more detailed information on this important industry event and to register, visit www.congressandexpo.com. The early-bird rates for registration and the special Caesars...

the MHMSM Team 07 Feb 2014 Corporate Press Releases

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Eastern Ohio Home Show (produced by the …

Eastern Ohio Home Show (produced by the Ohio Manufactured Homes Association)

  Friday, May 16th - Sunday, May 18, 2014 MAPS Air Field and Museum, North Canton, Ohio (adjacent to the Akron/Canton Airport) Deadline for the home display & indoor exhibitor space is February 15, 2014! With 15 homes already committed, OMHA anticipates 20 or more fully furnished and landscaped homes for display to the public. 26 indoor exhibitors from all over the country have already purchased exhibit booth space including lenders, MH communities, retailers and service/suppliers. Local businesses and organizations throughout eastern Ohio have also asked for booth space and other show involvement. Indoor booth space is limited to 40 booths.  Interested exhibitors should register soon to ensure availability.  The Show will consist of an Industry/Dealer Day open to those in the Manufactured/Modular industry, local and state officials and community leaders followed by a three day Public Show. Homebuyer lending...

L.A. Tony Kovach 04 Feb 2014 Corporate Press Releases

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Jobs

Community Manager/Maintenance Manager Positions

We are currently looking for go-getter individuals and couples to manage and maintain our 4 star, family owned and operated, communities located in the major metro Chicago and St. Louis...

the MHMSM Team - avatar the MHMSM Team 18 Mar 2014 Community Operations

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Community Manager/Maintenance Manager Positions

We are currently looking for go-getter individuals and couples to manage and maintain our 4 star, family owned and operated, communities located in the major metro Chicago and St. Louis...

the MHMSM Team - avatar the MHMSM Team 18 Mar 2014 Management

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General Sales Manager/ Manufactured Homes

General Sales Manager/ Manufactured Homes

Opportunity – General Sales Manager for a new regional manufactured home sales center located in Belle Vernon, P.A.  Looking for someone who is looking for a GREAT career move! We are...

the MHMSM Team - avatar the MHMSM Team 04 Mar 2014 Community Operations

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Base + Commission = $100,000+ annual

Medium Sized Family owned and operated business Well established over 40 years DST Program (Dynamic Sales Training) simplifying modern technologies to enable YOU to reach your full potential, create wealth, and have...

the MHMSM Team - avatar the MHMSM Team 17 Jul 2013 Sales

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Regional Manager

POSITION SUMMARY An employee in this position is responsible for property management program for each manufactured housing community. The employee is expected to have a thorough knowledge of all aspects of...

L.A. Tony Kovach - avatar L.A. Tony Kovach 08 Jul 2013 Community Operations

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Earn up to $75,000 a year

Earn what you are worth, through true base salary, bonuses, commissions and benefits. Must be: Good communicator. Good listener. Dependable. High integrity. Solid, verifiable references. Basic computer skills on normal office software. Team player. Appropriate vehicle that is properly...

L.A. Tony Kovach - avatar L.A. Tony Kovach 28 Dec 2012 Sales

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MH Industry E-Publishing and Video Reporter/Editor Wanted

MHMSM.com plans to dive into the world of video reporting and interviews.  This will be a compliment to our current audio podcasts and e-publishing via blogs and feature articles. The right...

the MHMSM Team - avatar the MHMSM Team 07 Jul 2011 Reporter

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WordPress/Joomla Administrator needed

MH Marketing Sales Management (MHMSM.com) is an online national trade journal for the manufactured housing industry. We are a virtual team: our founder/publisher is in Chicago (Northfield), with other members...

the MHMSM Team - avatar the MHMSM Team 24 May 2011 IT and Web Development

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Sales Person for Manufactured Housing Sales Center

Sales person: Manufactured Housing sales center in Western Nebraska looking for a lot manager/sales person. Must be self motivated, organized, and had success in the industry. Sales lot...

the MHMSM Team - avatar the MHMSM Team 21 Apr 2011 Sales

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WordPress/Joomla web development assistant

MH Marketing Sales Management (MHMSM.com) is an online national trade journal for the manufactured housing industry. We are a virtual team: our founder/publisher is in Chicago (Northfield), with other members...

the MHMSM Team - avatar the MHMSM Team 17 Feb 2011 IT and Web Development

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