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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

Drew Declares Quarterly Dividend

Drew Declares Quarterly Dividend

According to streetinsider, Drew Industries, Inc. (NYSE:DW) has declared a quarterly dividend of $0.30 per share, or $1.20 annually. To stockholders of record on June 6, 2016 the dividend will be payable June 17, 2016. The ex-dividend is set for June 2, 2012. Annual yield on the dividend is 1.6 percent. MHProNews knows from headquarters […]...

27 May 2016

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New Home Sales Spike; Pending and Existing Home Sales also Rise

New Home Sales Spike; Pending and Existing Home Sales also Rise

Pending home sales rose for the third consecutive month in April, this time hitting the highest level since Feb. 2006, as 12newsnow reports to MHProNews. The National Association of Realtors (NAR) said its seasonally adjusted pending home sales index billowed 5.1 percent in April to 116.3, just shy of the 117.4 level ten years ago. […]...

27 May 2016

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Modular Home Dealer Ordered to Jail on 21 Theft Charges

Modular Home Dealer Ordered to Jail on 21 Theft Charges

Harking back to a post MHProNews published Feb. 23, 2016 regarding Wyoming Homes owner David Valenti pleading guilty to 19 counts of theft for not delivering modular homes for which he had been paid, he has now pleaded guilty to 21 counts of theft, alleging he stole over $240,000 from his customers. Valenti, of Moosic, […]...

27 May 2016

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Investors Alter Stakes in Sun Communities and Patrick Industries

Investors Alter Stakes in Sun Communities and Patrick Industries

Netols Asset Management, after selling 4,064 shares of Sun Communities, Inc., reduced its stake in Sun Communities Inc., (NYSE:SUI) to 142,175 shares valued at $10.1 million, as themarketdigest informs MHProNews. Hedge fund Daiwa Securities Group added 447,536 shares of Sun to its portfolio and currently has a stake valued at $218.4 million,...

26 May 2016

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Skyline Advances the most on Otherwise Quiet Trading Day

Skyline Advances the most on Otherwise Quiet Trading Day

In the news from CNNMoney: Abercrombie’s stock falls 16 percent after admitting fewer shoppers are coming to its stores. McDonald’s raided by French police after tax probe. Signet Jewelers—Zales, Jared, Kay, and Piercing Pagoda—reported disappointing sales, stock fell ten percent. Pittsburgh Steelers using a robot to reduce injuries dur...

26 May 2016

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Lawsuit Charges Eviction from MH Community is Discriminatory

Lawsuit Charges Eviction from MH Community is Discriminatory

MHProNews posted a story May 25, 2016 regarding the Waples Mobile Home Park in Fairfax, VA being charged with violation of federal and state fair housing laws for evicting residents who do not have Social Security cards, which a legal aid group says is discriminatory because it disproportionately affects Latinos. The 15 residents are in […]...

26 May 2016

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Manufactured Housing Institute’s National Congress and Expo for Manufacture…

Manufactured Housing Institute’s National Congress and Expo for Manufactured and Modular Housing

From naplesnews, MHProNews has learned Fort Myers, Fla.-based Murex Properties won the 2016 Community of the Year award, Western Region for its Dolce Vita manufactured home community (MHC) east of Phoenix. The annual honor was bestowed upon Murex at the Manufactured Housing Institute’s National Congress and Expo for Manufactured and Modular...

26 May 2016

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MH Community Closing, Residents trying to Stave off Displacement

MH Community Closing, Residents trying to Stave off Displacement

Following a story MHProNews last posted May 5, 2016 regarding the planned closing of Lowry Grove manufactured home community (MHC) in suburban Minneapolis, theuptake reports the 96-home site community residents, mostly people of color, are attempting to raise $6 million to counter the offer of Continental Property Group (CPG)—but they only...

26 May 2016

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Cavco Industries Releasing Quarterly Numbers May 26

Cavco Industries Releasing Quarterly Numbers May 26

MHProNews has learned from globenewswire that manufactured and modular home producer Cavco Industries, Inc. will release its financials for the fourth quarter of fiscal year 2016 on Thurs., May 26, 2016, after the close of the market. On Fri., May 27, 2016, at 1 PM eastern daylight time, senior management will host a live webcast […]...

25 May 2016

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VA MH Community Charged with Violating the Fair Housing Law

VA MH Community Charged with Violating the Fair Housing Law

Four Latino families have alleged that Waples Mobile Home Community and its management company, A. J. Dwoskin & Associates in Fairfax, Virginia, violated the Fair Housing Act, the Virginia Fair Housing Law and the Manufactured Home Lot Rental Agreement. They claim the community owners refused to renew the leases of households who have family...

25 May 2016

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Northstar, Skyline Advance over Four percent

Northstar, Skyline Advance over Four percent

In the news from CNNMoney: China’s currency is at five-year low. Five scammers arrested in IRS impersonation scheme. Jury convicts man for $17 million arms deal with Colombian terrorists, despite claims of ties to CIA. Will Congress compel Donald Trump to release his taxes. The housing market is one strong force in an economy that […]...

25 May 2016

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Featured Articles and Reports - May 2016 Vol. 7 No. 8

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Warmly Welcoming Martha Stewart

Warmly Welcoming Martha Stewart

by Nadeen Green, JD Well, my previous post from a view weeks ago was somewhat prescient as later that day Mr. Castro went public with HUD’s position on criminal background checks... NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Manufactured Home Lending, Regulations, Rentals and MH Communities – Don Gl…

Manufactured Home Lending, Regulations, Rentals and MH Communities – Don Glisson, Jr. - Video

by L. A. 'Tony' Kovach As an interview in this same issue with manufactured home community owner/operator Ed Zeman underscores, the MH Industry has undergone significant changes; often sparked by regulations... NSP_READMORE

FINANCING

Learn how to drive change in your organization and the industry at MHI Cong…

Learn how to drive change in your organization and the industry at MHI Congress & Expo

by Rachel Young Have you ever tried to make a change in your organization, with family or yourself, only to find things quickly reverting to the way it’s always been done? NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

A Cup of Coffee with...Ed Zeman, Zeman Homes

A Cup of Coffee with...Ed Zeman, Zeman Homes

Who, What and Where: (Your name and your formal title at Zeman Homes and where your company is based). Edward Zeman, Chairman, Zeman Homes, Chicago, IL. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Designs, Décor and Manufactured Housing Advancement

Designs, Décor and Manufactured Housing Advancement

by Katy Weldon Exciting things are happening in manufactured housing.  Everywhere there seems to be enthusiastic energy and the upbeat momentum that comes with positive change. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

We All Need Deadlines plus the Will to March On

We All Need Deadlines plus the Will to March On

by L. A. 'Tony' Kovach Regular readers of my Masthead Blog, featured articles or other posts by moi know you'll often find a good, inspirational or historic quote being applied to... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

What do you call it?

What do you call it?

by Tifanee McCall I recently returned from exhibiting at the Tunica Show where I had the opportunity to meet and talk with many of my fellow industry members. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Blowing Away the Outdated Myths for Fun and Profit

Blowing Away the Outdated Myths for Fun and Profit

by L. A. “Tony” Kovach Manufactured housing has powerful truths on its side, but decades of outdated information, biased, slanted (or worse) kinds of media coverage have harmed us. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Challenges to CFPB Constitutionality could Create Financial Havoc?

Challenges to CFPB Constitutionality could Create Financial Havoc?

by Matthew Silver Writing in National Mortgage News, Craig Nazzaro says there are two significant court cases now challenging the authority and structure of the Consumer Financial Protection Bureau (CFPB), both of... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Champion Homes Expanding Operations in Kentucky

Champion Homes Expanding Operations in Kentucky

by Matthew Silver Champion Home Builders will invest $6.3 million in a manufacturing plant in Benton, Kentucky, leasing a 100,000 square foot facility and create up to 150 jobs for production... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Clayton Acquires another Site-built Home Builder

Clayton Acquires another Site-built Home Builder

by Matthew Silver MHProNews has learned from builderonline that manufactured housing giant Clayton Homes has acquired Goodall Homes of Gallatin, Tenn. as it increases its mark on the site-built home industry, having purchased site home... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

MHARR, MHI Spar over FHFA & Duty To Serve Manufactured Housing via GSE Chat…

MHARR, MHI Spar over FHFA & Duty To Serve Manufactured Housing via GSE Chattel Lending

by Matthew Silver On April 26, 2016 the Federal Housing Finance Agency (FHFA) held a roundtable discussion with manufactured housing industry leaders, inviting those who commented on the proposal, to get... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

“Why is HUD Bent on Destroying the Manufactured Housing On-Site Market?”

“Why is HUD Bent on Destroying the Manufactured Housing On-Site Market?”

by Mark Weiss, JD As has been previously addressed in this column, one of the central reforms of the Manufactured Housing Improvement Act of 2000 was its matching directives to HUD... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Would you buy from you?

Would you buy from you?

by Wayne Coakley Do you have a plan to inspire your staff, sales team, and management to give first class service to your customers? NSP_READMORE

MANAGEMENT

ZigOn Good Guys & Girls

ZigOn Good Guys & Girls

by Zig Ziglar Joe Craven had an idea to start a pottery manufacturing business. He built an advanced kiln but could not make it work. NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

Are you stuck on your own pedestal?

Are you stuck on your own pedestal?

by Tim Connor, CSP We all have a certain degree of "self-adornment" but the real question is - is our self-made pedestal beyond - humility, wisdom, compassion and the ability to... NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

Upcoming Events

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MHLIVINGNEWS.COM FEATURED HOME OF THE WEEK

Classifieds

Press Releases

2016 JLT Market Reports Now Available fo…

2016 JLT Market Reports Now Available for Major Markets in Florida

Datacomp, publisher of JLT Market Reports, is pleased to announce that our comprehensive manufactured home community rent and occupancy reports are now available for major markets in Florida: Alachua County     Brevard County    Broward County    Charlotte County    Citrus/Hernando/Sumter CountiesCollier County    Duval/St. John's Counties (St. John's - NEW)    Highlands County    Hillsborough County    Indian River County    Lake County    Lee County    Manatee County    Marion County    Martin County    Miami-Dade County    Orange-Seminole Counties    Osceola County    Palm Beach County    Pasco County    Pinellas County    Polk County    St. Lucie County (NEW)    Sarasota CountyVolusia County These May 2016 reports include detailed information about investment grade communities including: of Homesites Occupancy % Rents and Increases including Rent Control Amenties Vacant Sites Repossessed and Inventory Homes and More! Plus… valuable Management Insights ranked by the Number of Homesites, Occupancy and Highest to Lowest Rents. To show trends in each market, we also include a report that compares May...

the MHMSM Team 26 May 2016 Corporate Press Releases

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Business/Sales Growth Program for Retail…

Business/Sales Growth Program for Retailers and Communities Announced by Sunshine Homes

Sunshine Homes Sales Manager Stan Posey announced that the next round of their popular weekly webinar - Tuesdays with Tony - will begin on Tuesday, June 7th.  To schedule your attendance for Tuesday's With Tony, contact your Sunshine Homes factory's regional manager or Stan Posey at 1-800-462-7847.  ##

Soheyla Kovach 18 May 2016 Corporate Press Releases

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Manufactured Housing Resource Group - MH…

Manufactured Housing Resource Group - MHRE - Announces 2 New Locations

Announcing Our Brand New Locations After 4 years in Detroit, Michigan, MHRE Inc. is expandingto two brand new locations in Orlando, Florida San Diego, California! For the past 4 years, we've been focused on creating an unparalleled nationalplatform consisting of the most comprehensive database and the most advancedmarketing technologies to provide our clientele with the highest level of results. Both the Orlando and San Diego locations will be a great complement to our Detroit location as MHRE Inc.continues to expand its footprint on a national platform. www.mhreinc.com ## 

Soheyla Kovach 11 May 2016 Corporate Press Releases

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Clayton Home Building Group Selects Birm…

Clayton Home Building Group Selects Birmingham for Inaugural Home Show

Subsidiary of Berkshire Hathaway, Inc., brings 300-plus attendees to Birmingham’s Uptown   Birmingham, Ala., (May 10, 2016) – Clayton, a Berkshire Hathaway Company, will host its inaugural Clayton Birmingham Home Show from May 17 – 19, 2016 at the Birmingham-Jefferson Convention Complex. Clayton currently employs 2,142 team members from 10 supply operations and seven home building facilities in Alabama, and in 2015 alone, the company built 5,734 homes in the state. This is the first year that SEhomes, an Addison, Ala., based facility, will host a home show exclusively on behalf of Clayton and anticipates returning the show to Birmingham. Clayton has been an active participant in industry home shows for the past 18 years. “SEhomes is proud to host the Clayton Birmingham Home Show in our home state of Alabama,” said Britt...

Soheyla Kovach 11 May 2016 Corporate Press Releases

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Closed | 852 Sites | Lake Villa | Oxford…

Closed | 852 Sites | Lake Villa | Oxford, Michigan

MHRE Inc. Detroit Location: 12900 Hall Road, Suite 130 Sterling Heights, Michigan 48313 Orlando Location: 1040 Woodcock Rd, Suite 216 Orlando, Florida 32803 San Diego Location: 31890 Via Cordoba Temecula, California 92592

the MHMSM Team 03 May 2016 Corporate Press Releases

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