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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 percent 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 two 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 need 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 it is for an upset customer or resident to 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, and 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 residents' 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 your 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 three-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

Sunday Morning Recap-Manufactured Housing Industry News Aug. 21-Aug. 28, 20…

Sunday Morning Recap-Manufactured Housing Industry News Aug. 21-Aug. 28, 2016

Fair warning to thousands of regular readers: this week’s Sunday morning weekly recap of manufactured housing industry news headlines may never look like this edition again.  With the Daily Business News’ Matthew Silver away on some well-earned time off, the editor gets to do this recap. So we’ll try something just a little bit different than...

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27 Aug 2016

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Deer Valley Homebuilders Leaps, Dow Dips, MHCV Slips

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26 Aug 2016

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Connected Community Owner “Should be Facing Criminal Charges” for condition…

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Most manufactured home communities are run by owners and professionals who care about their residents, the conditions at their location(s) as well as the look and safety of their property.  But when a community operator runs their location like the proverbial “trailer park,” it’s bad for residents and impacts the image of the industry at [&#8...

26 Aug 2016

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AMG – Bullish or Bearish Outlook?

AMG – Bullish or Bearish Outlook?

The PostNews noted in a recent analysis that shares in Affiliated Managers Group Inc.(AMG) have “slid down for the past month, and that it may cause some worries to investors. But Consumer Eagle notes that zero of the ten analysts covering AMG recently has had a negative review, and 8 of the 10 have rated them a […]...

26 Aug 2016

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Treehouse Riga Branching into Adaptability

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Treehouse Riga, an easily adaptable modular home, was designed by Appleton & Domingos. The Portuguese design firm created this particular version for modular homebuilder Jular. As factory built home industry professionals know, modular home construction has less waste, is greener, takes less time to build and typically offers significant...

26 Aug 2016

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Tiny MODs Could be the Next Big Thing for Homeless Vets

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Look beyond the argument that manufactured and modular homes benefit millions of moderate income households, and could benefit millions more. Is it also possible that the tiny house trend applied to modular units is the answer to homelessness in the U.S.? Eyewitness News Channel 7 in Los Angeles featured a homeless veteran and his family […]...

26 Aug 2016

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Media Spotlights Manufactured Housing’s Value in Hot Markets

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25 Aug 2016

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Cavco leads in Manufactured Housing, Broader Markets Continue to slide

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25 Aug 2016

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New LA Recovery Plan Unveiled as Possible Storm Approaches, Industry Pros M…

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Over Legal Objections, City Blocks Manufactured Homes

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25 Aug 2016

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New Sponsors

Featured Articles and Reports - August 2016 Vol. 7 No. 11

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Being the Best is an Advantage and MH Synergy

Being the Best is an Advantage and MH Synergy

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MARKETING

2016 Manufactured Housing Legal Update –  McGlinchey Stafford – Where Busin…

2016 Manufactured Housing Legal Update –  McGlinchey Stafford – Where Business & Law Intersect

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COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

EPA Set To Publish Final Composite Wood Formaldehyde Rule

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DOE Public Meeting On MH Energy Rule Further Exposes Multiple Fallacies

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Getting Zoning Approvals for New Manufactured Home Communities

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What you must know about Dodd-Frank Construction Loan Documentation Collect…

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FINANCING

You don't solve a problem without recognizing the truth

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Ultimately Big Government Socialism Always Fails

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When MHI Does It Right, We Showcase That Too – Fair Housing

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Revolution Homes – 1.1 Million Global PreFabs?! - Trump's Are In Factory Bu…

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Building Integration Photo Voltaic (BIPV) in HUD Code Manufactured Housing

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TSA Portfolio | 889 Sites | Michigan

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Wild Frontier RV Park | 106 Sites | Ocala, Florida

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No Washington Insiders in a Trump Administration, says Eric Trump

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by L. A. 'Tony' Kovach The Hill and Newsmax are among those media operations who are reporting to MHProNews that presidential candidate Donald Trump's son, Eric Trump is saying: A Trump... NSP_READMORE

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2016 JLT Market Reports Now Available for Major Markets in Colorado, Delawa…

2016 JLT Market Reports Now Available for Major Markets in Colorado, Delaware, New Jersey and Louisiana

by Darren Krolewski 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 Colorado, Delaware, New... NSP_READMORE

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The NFIB Healthcare Playbook

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by L. A. 'Tony' Kovach The National Federation of Independent Businesses (NFIB) is perhaps the largest and best known trade association for the independent business person. NSP_READMORE

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A Cup of Coffee with…Bob Bender, The Commodore Corporation

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NeighborWorks Achieving Excellence Program Teaches Leadership

NeighborWorks Achieving Excellence Program Teaches Leadership

by Matthew J Silver Chris Nicely, CEO of Next Step Network, a nonprofit supporter of affordable housing based in Louisville, KY, is one of 50 national leaders to have been chosen... NSP_READMORE

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Investing in Manufactured Home Communities - Negative Perceptions, but th…

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The Fix, Cons, Racism, Media, RINOs, Democrats, Clintons vs. Donald Trump

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PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

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PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

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Soheyla Kovach 23 Aug 2016 Corporate Press Releases

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California JLT Market Reports Now Availa…

California JLT Market Reports Now Available

Datacomp, publisher of JLT Market Reports, is pleased to announce that our comprehensive manufactured home community rent and occupancy reports are now available for majormarkets in California: Los AngelesOrangeRiversideSacramentoSan BernardinoSan DiegoSan Francisco Bay NorthSan Francisco Bay SouthVentura These August 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 August 2016 occupancy and rents to August 2015. Use these reports to learn more about thesemarkets, earn greater profits, identify potential acquisitions and stay competitive.  Ordering Is Easy! Call us TOLL FREE at 800-588-5426, emailreports@datacompusa.com or visit our secure website at www.datacompusa.com/JLT to download reports immediately.

the MHMSM Team 11 Aug 2016 Corporate Press Releases

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Closed | 278 Sites | Heartland Estates |…

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the MHMSM Team 11 Aug 2016 Corporate Press Releases

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2017 Tunica Manufactured Housing Show

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the MHMSM Team 05 Aug 2016 Corporate Press Releases

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North Tampa Portfolio | 375 Sites | Flor…

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