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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

Unsafe manufactured homes eligible for larger loan

Unsafe manufactured homes eligible for larger loan

The Calistoga, California, City Manager has been authorized to grant a larger home loan amount for manufactured home owners if the funding is necessary to alleviate health and safety issues. This decision was announced by the Calistoga City Council on Tuesday, March 3. The Weekly Calistogan tells MHProNews that the city received $500,000 from the...

06 Mar 2015

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Dow Tumbles as Investors Fear Rate Hike; MHCV Values Also Fall

Dow Tumbles as Investors Fear Rate Hike; MHCV Values Also Fall

MHCV values dropped 1.71% today.  In the stocks we track, most lost value. One exception was CG up 1.19%. Reuters tells MHProNews that U.S. stocks closed lower on Friday and the S&P 500 declined for a second straight week after a strong monthly jobs report as investors bet that the Federal Reserve could raise interest […]...

06 Mar 2015

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Sunshine Homes Announces 4.5% Interest Rates on Five-Year Term

Sunshine Homes Announces 4.5% Interest Rates on Five-Year Term

Sunshine Homes, a company that has been delivering custom manufactured homes in Alberta, Canada, for the last eight years, has announced that it is able to provide interest rates at 4.5% on a five-year term. Marketers Media tells MHProNews that Sunshine Homes knows that savings have always been an important consideration when purchasing a home....

06 Mar 2015

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New type of manufactured home installed in Shelburne, Vermont

New type of manufactured home installed in Shelburne, Vermont

The Shelburne News  tells MHProNews that a crane recently delivered a new style of manufactured home to the Shelburnewood Mobile Home Park in Shelburne, Vermont. Built in White River Junction by Vermod High Performance Homes, the single section manufactured home in Shelburnewood is the 17th unit constructed and sited in Vermont. The new m...

06 Mar 2015

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Alaska’s Hidden Billionaire

Alaska’s Hidden Billionaire

Just south of the Elmendorf-Richardson military base in Anchorage, Alaska, there’s a seven-block manufactured home community named Four Seasons, where rentals start at $1,300 a month. Its one of at least 40 multifamily properties in the area, or about 12 percent of the city’s entire rental market, owned by Weidner Investment Services. The Four Sea...

06 Mar 2015

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Best Places for Millennials to Buy a Home

Best Places for Millennials to Buy a Home

  Marketwatch tells MHProNews that typically, first-time buyers account for approximately 40% of all home sales. Today they account for 28%, according to Lawrence Yun, chief economist for the National Association of Realtors. The reason – slow job growth is making it harder for young would-be buyers to find good paying jobs. In...

06 Mar 2015

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Volunteers Repair Manufactured Homes

Volunteers Repair Manufactured Homes

Shelby Hines had just finished replacing the front door on Natia Patterson’s manufactured home when he asked to wash his hands. Patterson agreed, but she told him the only running water was in her bathtub. When Hines walked inside, he found a kitchen with leaky pipes in warped cabinets and rotting floors. There was no […]...

05 Mar 2015

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Wall St closes up slightly ahead of jobs report; MHCV Values Rise

Wall St closes up slightly ahead of jobs report; MHCV Values Rise

MHCV values went up 2.67% today.  In the stocks we track, there were only minor gains.  Highest increase: AMG 1.44% and CG 1.01% Reuters tells MHProNews  that U.S. stocks closed modestly higher in light trading on Thursday as investors held back on big bets ahead of Friday’s jobs report. This report is expected to be […]...

05 Mar 2015

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As the Price of Site-Built Homes Rise, So Will Manufactured Home Sales

As the Price of Site-Built Homes Rise, So Will Manufactured Home Sales

Realtors are rejoicing because home prices are up. Prices rose 5.7% from January 2014 to January 2015, according to a new study. This may also be good news for the manufactured housing industry.  As the price of site-built homes escalates, potential homebuyers may begin to realize they will get more for their money in a […]...

05 Mar 2015

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Republicans Accuse CFPB of Not Representing the Best Interests of Hardworki…

Republicans Accuse CFPB of Not Representing the Best Interests of Hardworking Taxpayers

Housing Wire tells MHProNews that on Tuesday, March 3, Consumer Financial Protection Bureau Director Richard Cordray appeared before the House Financial Services Committee. At this time, Committee Chairman Jeb Hensarling (R-TX) continued his ongoing criticism of the CFPB as unaccountable. “The CFPB undoubtedly remains the single most powerful and l...

05 Mar 2015

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Buyers Bidding Outrageous Prices for Toronto Homes

Buyers Bidding Outrageous Prices for Toronto Homes

Numbers reported by the Canadian Real Estate Association this week show that confidence is faltering in several real estate markets across Canada. Sales in Calgary, Edmonton and Saskatoon declined more than 20 per cent in January compared with January of 2014. Activity is slow in Ottawa, Montreal and the rest of Quebec.       […]...

05 Mar 2015

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Featured Articles and Reports - March 2015 Vol. 6 No. 6

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Back to the Future? Back to the Past?

Back to the Future?  Back to the Past?

by Nadeen Green, JD I have never been good at understanding the issues that would be presented if time travel were to become a possibility. Heck, I have troubles following the... NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

The Latest on the CFPB and Finance Regulations

The Latest on the CFPB and Finance Regulations

by Bill Matchneer, JD At the upcoming Tunica Manufactured Housing Show, I will be discussing some difficult problems that new CFPB regulations have caused for the manufactured housing housing industry. NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Financing for Manufactured Homes in Lease Communities bill

Financing for Manufactured Homes in Lease Communities bill

by Sandra Lane A bill proposed by the Iowa Manufactured Housing Association (IMHA) to create a special funding program for manufactured housing loans was passed in their state's House Economic Growth... NSP_READMORE

FINANCING

Understanding How Electricity is Used

Understanding How Electricity is Used

by Steve Lefler Many questions are asked by potential home buyers on energy efficiency in new home construction. The primary question most often asked is how much will my electric bill... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

What If HUD’s building code for manufactured housing was eliminated?

What If HUD’s building code for manufactured housing was eliminated?

by Steve Lefler The Federal Government needs to consolidate its agencies to control costs. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

2015 Louisville Manufactured Home Show Report & MH Communities Lessons Lear…

2015 Louisville Manufactured Home Show Report & MH Communities Lessons Learned

by Mary O'Hara What’s special about the Louisville Manufactured Housing Show? The homes on display of course! The 2015 Show didn’t disappoint. Dozens of attractive, innovative, affordable homes were on display. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

I Heard It Thru The Grapevine

I Heard It Thru The Grapevine

by Ron D'Ambra Recently there has been a lot of conversation and speculation on the longevity and growth of the manufactured housing industry. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Revisit the Paradigm

Revisit the Paradigm

by Bob Vahsholtz A topic on the forefront of today’s MH thinking is the challenge of finance. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

The NEW Tunica Manufactured Housing Show - Reborn for 2015!

The NEW Tunica Manufactured Housing Show - Reborn for 2015!

by Dennis Hill The industry didn't realize it, but we dodged a bullet last year in keeping the Tunica MH Show's uninterrupted run. The old show site was lost due to... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

A Cup of Coffee with…Scott Roberts

A Cup of Coffee with…Scott Roberts

1) Who, What and Where: (Your name and your formal title at Roberts Resorts). Scott Allen Roberts, Chief Executive Officer of Roberts Resorts & Communities. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Showcasing The Good, Bad and the Ugly = Ticket To Manufactured Housing Succ…

Showcasing The Good, Bad and the Ugly = Ticket To Manufactured Housing Success?

by L. A. 'Tony' Kovach As Sandra Lane recently reported in the Daily Business News, a third party report by the GIA recently project that manufactured housing would double by 2020. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Tunica Manufactured Housing Show Videos!

Tunica Manufactured Housing Show Videos!

by L. A. “Tony” Kovach If you've not been to the Tunica Manufactured Housing Show in the past few years, what's the best way to see what the show will be... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Stress is an employee performance killer

Stress is an employee performance killer

by Tim Connor, CSP Stress is the single biggest contributor to; -Poor morale NSP_READMORE

MANAGEMENT

Exit Strategies or is it Time to Pull the Trigger

Exit Strategies or is it Time to Pull the Trigger

by Tim Connor, CSP I can’t tell you how many times I have observed clients: develop new products, NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

ZigOn Gossip

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by Zig Ziglar We frequently hear little jokes about gossip, like the two people who were talking and one said, "I can't tell you any more. NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

There are three types of salespeople

There are three types of salespeople

by Tim Connor, CSP Yes, there are lots of different types of salespeople but let me focus on just three for now; committers, quitters and vacillators and the winner is .... NSP_READMORE

SALES

Upcoming Events

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Classifieds

Press Releases

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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Bill Matchneer, Dick Jennison and Ron Th…

Bill Matchneer, Dick Jennison and Ron Thomas Sr. to address Louisville Show attendees

MHProNews  has confirmed that attorney Bill Matchneer, previously with HUD and the CFPB, will be addressing the attendees of the Louisville Manufactured Housing Show. So too will Richard "Dick" Jennison, MHI's current President and CEO. MH community and street retail Hall of Famer, Ron Thomas, Sr. - who is also the Midwest Manufactured Housing Federation (MMHF) Chairman - will speak on financing and MH growth related topics, rounding out what promises to be a faced paced opening hour to the seminars on Wednesday morning. The doors will open at 8:15 AM on Wednesday at the seminar room so MH Industry professionals can network with peers and colleagues. The session featuring these three industry leaders will begin at 8:45 AM sharp. They will be introduced by one or more of the executive...

the MHMSM Team 12 Jan 2015 Corporate Press Releases

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Fairmont residents purchase community

Fairmont residents purchase community

Download pdf Fairmont residents purchase community

the MHMSM Team 11 Jan 2015 Corporate Press Releases

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Tunica manufactured home show 2015 updat…

Tunica manufactured home show 2015 update

Introducing… A Phoenix Rises Is widely considered the “premiere” show of the year… Is a unique show that totally sets it apart from all others… Is so distinctive that retailers will never see the same product at other shows… Is such an inclusive show for the south east region that it has appeal for virtually everyone who attends… Encompasses all levels of affordability, from HUD homes to spectacular system-built housing… One would have to be awfully shortsighted to fail to see that our show could present an enormous marketing opportunity. And one would have to look far and wide to find another event with the pizzazz, panache, and prestige of such a show. That’s because it doesn’t exist. But this one does. You already know it. It’s called The Tunica Manufactured Housing Show. This show possesses every one...

the MHMSM Team 11 Jan 2015 Corporate Press Releases

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2015 Louisville Manufactured Housing Sho…

2015 Louisville Manufactured Housing Show New-Year Updates!

If you are a manufactured housing pro, you can't do better than starting 2015 out right by attending all 2 ½ days of the Louisville Manufactured Housing Show! Here is the brochure link with the latest updates. The full brochure can be downloaded from this link here. See you in Louisville! ##

the MHMSM Team 02 Jan 2015 Corporate Press Releases

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