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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

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Dodd-Frank: Clintons, Buffett, Trump and What it all Means

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With President-elect Donald Trump set to take office in a few weeks, one of the issues front and center is Dodd-Frank and what will happen to the legislation, which Senators Elizabeth Warren (D. MA.) and Bernie Sanders (I. VT.) have vowed to defend. The issues, opinions, perspectives and points of reference abound. Patrick J. Richard […]...

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Sunday Morning Weekly Recap – Manufactured Housing Industry News – November…

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With Entrepreneurs November in MHVille 2016, in the rear-view mirror, December and an entirely new set of featured articles are found on the MHProNews.com home page. Our theme for this month is: DAAD = Dramatic! Advent! Adventure! December 2016! To see the line-up of over 3 dozen featured articles for this month, along with the headline c...

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New Sponsors

Featured Articles and Reports - December 2016 Vol. 8 No. 3

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MHARR Calls for Federal Moratorium On Critical Regulations

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Sun Communities Announces Q3 Results

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MHWC will attend the Louisville Manufactured Housing Show

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FINANCING

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Economic Development - Break for Prefab Builder

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Freddie Mac Forms Partnership, Rolls Out MH Education Curriculum

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Trump/Congress Call on Federal Agencies to Defer Action on all Pending Regu…

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CBS and Full Measure Trump Videos, Transition Advances, Protests and Democr…

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Money Missing from MH Cooperative, President Arrested

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Drew Industries to Announce Q3 Earnings; Analysts, Big Banks Bullish

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Champion Homes Opens Manufactured Home Plant in Kentucky

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Learn More About 2017 Tunica Manufactured Housing Show

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2017 Louisville Show – Be Ready for Special Opportunities!

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Jim Visser, Journal of Manufactured Housing say “Thank You!” and Good-bye

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Call for Offers Due 12-2-2016 | Sahasa M…

Call for Offers Due 12-2-2016 | Sahasa MHC Portfolio | 859 Sites | Saginaw, Michigan

  Portfolio Overview MHRE Inc., as the exclusive broker, is pleased to present the Sahasa MHC Portfolio, consisting of two communities, located in Saginaw, Michigan. Lawndale Estates, built in 1973, is a 5 star community and consists of 672 sites which includes 60 leased homes, 26 installment contracts, and 40 inventory homes. The current economic occupancy is 89%. Lakeview Estates, built in 2004, is a premier 5 star, gated, 55+ community and consists of 187 sites (97 sites are new construction sites). Lakeview homes are of the highest quality with exceptional designs, attached car ports, and professionally landscaped yards. 100% of the homes are resident owned. The current economic occupancy is 100% (excludes 97 new construction sites). Residents of Lawndale and Lakeview enjoy a peaceful, rural atmosphere of country living, yet every possible...

the MHMSM Team 30 Nov 2016 Corporate Press Releases

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Will you be ready to take full advantage…

Will you be ready to take full advantage of special market opportunities when they come your way?

Being ready and fully prepared is one of the critical things you can do to get the “jump” on your competition! Luckily, there’s one unique and easy-to-participate forum where you can gather all your opportunities and combine them with timely insights to create the ultimately successful business strategies for your company. The Louisville Manufactured Housing Show is now recognized as the industry’s PREMIER INDOOR MANUFACTURED HOUSING SHOW in the world! In existence for over 50 years, this annual show brings out an array of new home designs, the latest in technology, the best in suppliers’ offerings and a look at all the newest amenities and system-built options the industry offers. There is no other industry forum where you can pull together such a wealth of information in one place to build...

the MHMSM Team 30 Nov 2016 Corporate Press Releases

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Triad Financial Services, Inc. announces…

Triad Financial Services, Inc. announces record loan origination volume for first 9 months of 2016

Triad Financial Services, Inc. (Triad) today announced loan origination data for the first 9 months of 2016. A total of 5,684 loans have been funded by Triad for the 9 months ending 9/30/16, a 35% increase over the same period in 2015. Commenting on the news, Don Glisson, Jr., CEO had the following comments: “I am very proud of the entire team at Triad, as growing 35% in one year is no easy task but our team answered the challenge and exceeded expectations. Our growth has outperformed the industry the past several years and we believe our superior products and best in class customer service will be the reasons we continue this trend. All indications point to a strong finish to the year as we funded over 700 loans in October...

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Call for Offers Due 12-2-2016 | Sahasa M…

Call for Offers Due 12-2-2016 | Sahasa MHC Portfolio | 859 Sites | Saginaw, Michigan

Portfolio Highlights The opportunity to acquire two 5 star communities Both communities have municipal sewer and water that is submetered Lakeview is 55+, while Lawndale is comprised of 80% seniors Located just minutes from big box retail Convenient access to I-75, I-475, I-69 and Highway 46 Upside in filling the vacant inventory homes & sites  Portfolio Summary Total Sites:                               859 Total Land (+/- acres):              370.53 Year Built:                                1973 & 2004 Occupancy:                              91%* Average Site Rent:                   $323** MHRE 2017 NOI:                     $1,817,407 * Occupancy excludes 97 new construction...

the MHMSM Team 15 Nov 2016 Corporate Press Releases

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Pacific Northwest JLT Market Reports Now…

Pacific Northwest JLT Market Reports Now Available

2016 JLT Market Reports Now Available for Pacific Northwest Markets and Minneapolis/St. Paul atacomp, 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 the Midwest: OREGONEugeneMedfordPortlandSalem WASHINGTONSeattleGreater Spokane (NEW) MINNESOTAMinneapolis/St. Paul These November 2016 reports include detailed information about investment grade communities including: # of Homesites Occupancy % Rents and Increases including Next Increase 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 November 2016 occupancy and rents to November 2015. Use these reports to learn more about these markets, earn greater profits, identify potential acquisitions and stay competitive.  Ordering Is Easy! Call us TOLL FREE at 800-588-5426, email reports@datacompusa.com or visit our secure website at www.datacompusa.com/JLT to download reports immediately.

the MHMSM Team 08 Nov 2016 Corporate Press Releases

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