A conversation with a MAPS client

BRIDGET: Hi I’m Bridget Ann Stuart, Mastery coach with MAPS coaching and I’m  very excited today to introduce you to a longtime MAPS client and real estate agent extraordinaire, Yau Lung Chan.  

YAU: Hi Everyone.

BRIDGET: He’s a realtor with Keller Williams of Greater Nassau. He’s been a realtor since 2005 working with buyers and sellers all over Long Island and New York City. 

YAU: Yes

BRIDGET: What impresses me the most about Yao is once you became a real estate agent there are so many avenues for additional education and training at Keller Williams. And Yau have an AVR, which is an advanced training in buyer representation. Right?

YAU: Correct.

BRIDGET: A CIPS, which is a certification in an international property specialist.

YAU: Yes

 BRIDGET: A CHLMS. That one means you’re certified in luxury sales!

YAU: That I am.

BRIDGET: And a GRI which, quite frankly, in our industry is like getting a master’s degree in real estate.  You’re also a graduate of the realtor Institute and have an SRS, which is a seller representation certification. So man, Yau, you take real estate seriously.

YAU: Very. It’s about representing our clients the right way. Being knowledgeable.

BRIDGET: Tell us, first, as a MAPS client … How long have you been with MAPS and what changes have you seen in your business and life from being a part of the Mastery community? 

YAU: I’ve been with MAPS about four years now and I’ve been with you for 3 years. Since being with you my business has grown exponentially.  I love what you do with me with the second person perspective. I think that’s a very important to me. Being able to take my ideas and giving me different perspectives on them. 

BRIDGET: Yeah I feel like that’s critical you know. As I’ve I shared with you, I also have my own MAPS coach and I love that perspective as well. It just gives us a chance to get out of our own way by stepping back and looking at it with that business partner now beside us. 

If you were talking to somebody with Keller Williams who was considering getting into coaching and hiring their own coach, what would you share with them?

YAU: First off, they would need to give you call. (Bridget laughs) 

That’s the best advice I can give and I give it constantly – you know that. You always leave to the expert to talk about it.  All I can do is actually share what it’s done for me. And it’s one a lot!

BRIDGET: Good. I know you’re setting up for 2020 to be one of the biggest years you’ve had a real estate. if not the biggest, from the business plan that we worked on and we’re still refining it right now.  with the clarity that you’re getting around the leads needed to accomplish your goal and your strategies, how confident are you in meeting your goals in 2020?

YAU: I believe that, with the help of systems that have just come out like Command and what you just brought to the table with going back to Old School. Writing it on paper week after week and going though it with you. Especially with the Command.  I think that’s a great tool.

BRIDGET: I do too.

YAU: I think with it we went from 750k to having 1.5 million in estimated income in order to reach my goal. 

BRIDGET: Right. You’ve really been good about jumping in there and figuring out how to use the opportunities within command. I’ve noticed that your energy and your diving into finding the business is stronger than it’s ever been. I feel like command and that opportunity and seeing that number of projected income opportunities grow is getting you into action every day. I think that’s really awesome.

YAU: I thank you for that. Because there are things I wouldn’t have thought of. Which is pretty cool. And I always try to integrate whatever you talk about.

BRIDGET: Well good. Thank you for that! You’re an excellent client I am inspired by working with clients like you.  It’s a real win-win. I feel like we’re contributing to the Y for CTTS because it’s a win-win while we work together. 

YAU: Yes.

BRIDGET: So… Yau Lung Chan you are a real estate agent, a realtor with many designations and you are with Keller Williams Greater Nassau, correct? 

YAU: Yes. 

BRIDGET: And you’re part owner in a couple of market centers as well.

YAU: Yes. This company – that’s the greatest thing is it provides you with a lot of opportunities. It’s unlimited. It’s really what you can see, recognize and achieve and go for.

BRIDGET: When I think about you in your Market Center, I see you as a leader in that Market Center. One of the ways that I see that is the way that you support and interact agents as they’re developing their business.  What is most satisfying for you in your leadership role within Keller Williams? 

YAU: when another person is actually succeeding. They’re breaking through their ceilings. What they is say is true: Success through others. I’ve learned that to a very high degree. And we always talk to the agents about mastering something and always taking it to another level. “What else can I do?”  And you always drill that into me also. So it becomes second nature.

BRIDGET: Right. I feel like that is shown up for you even in one-on-one conversations that you share with agents that are in your Market Center. You also teach some classes, correct?

YAU: Well I say I don’t teach classes.  I have no right to teach.What I do to is that I share. 

BRIDGET: You share. Very good. Are you part of ignite training in your market center? 

YAU: Yes. When asked, for sure, for sure. 

BRIDGET: Good.

YAU: Its always about letting other people step up also. Developing   other leaders.

BRIDGET: Yes. I feel like you look for those opportunities within your agent population and then I also see you as developing leadership opportunities within the staff in the Market Center. I believe you’re launching a market center right now.

YAU: Yes. Franklin Square has actually launched. 

BRIDGET:Awsome. 

YAU: Off transmittal. Profitable.  

BRIDGET: Fantastic. 

YAU: Following the models and all that.

BRIDGET: And that’s Keller Williams Franklin Square? Is that the name? 

YAU: Yes. It’s located in Franklin Square.

BRIDGET: Very good. You bring up that Keller Williams…, and I have experienced the same thing.  A lot of times, in my opinion, when you’re a real estate agent and you join a company the only place to go is more sales. But with Keller Williams you have the opportunity for ownership or becoming a coach or leading people. It provides more opportunities in terms of a fulfilling career path than many of the competitors. 

YAU: Yes. We own a business.  Why are we not treating it like a business?  

BRIDGET: Right. Well I think that’s fantastic. If someone were talking to agents in your area, Greater Nassau, Franklin Square –  anywhere in your geographic area – and they were looking for a place to build their real estate business, why should they come to Keller Williams Greater Nassau or Keller Williams Franklin Square? What sets you apart?

YAU: What sets us apart? I would say that everyone here from ownership to leadership to even the agents it’s about giving back, about really supporting each other. I think it’s the support.  

BRIDGET: So they’re going to have support and you were saying it’s like the other agents and leadership.  So is it like the environment of the office is a place where they can come and grow?

YAU: Oh yes. The culture, you know, like they say, “Kool-Aid”? Give me more. You know, because it’s so cool. Once you step through the doors you can feel that it’s different. 

BRIDGET: It sounds like you’re constantly looking to grow and improve, not only your customer service, but the depth of your knowledge in negotiating contracts and really representing people to achieve what’s most important to them. Is that an accurate representation?

YAU: Yes. I take it very seriously because we’re dealing with families. We need to do it right.

BRIDGET: Yeah. It’s not just houses. Right?

YAU: Yes. It’s not about houses it’s about families. Relationship building. Which builds on our business also because we do a great job. What happens is they refer us to their family and friends and co workers. 

That’s what it’s about, right?.  

BRIDGET: When you think about meeting with new clients and achieving their goals in real estate what is most important for you?  What are you looking for when you first meet with a client? 

YAU: If we’re a right fit. We have to be able to represent them correctly. The way they want to be represented. That’s the most important, really.   

BRIDGET: I think that’s a really great answer. It sounds to me like you’re not just looking for the next deal, you’re looking for a situation where the clients needs will be met by the skills that you offer. Is that what i’m hearing?

YAU: Yes

BRIDGET: What would happen if you met with a client and you felt like it was not quite the right fit or that you felt that even with your extensive list of certifications, your experience firsthand in the market, your ability to interpret market data and present it in a way where people can make strong decisions… If you felt like that wasn’t what would you do?

YAU: I would respectfully inform them that I was not the right broker to assist them and their family. I would recommend someone else from my market center that would be a better fit for them and their family.

BRIDGET: You know it’s funny that you said that because when I think about you and your position within your market center, I believe that you are uniquely qualified to actually match people for that right fit. Not only are you a realtor building your own business, but you’re also in a position of leadership at a couple of Keller Williams market centers now. So, first off, I don’t think there’s many people where you would not be a good fit and when that does happen your depth of knowledge, of knowing the agents in your market center and their strengths, I believe you’d be able to connect people in a really powerful way.  In fact, I’m sitting here thinking about a couple of times where you did refer agents and the clients were very satisfied. 

YAU: Yes. You have to match people up. Life is psychology. We definitely have to take that to a different level be able to recognize all the things. Same thing as matching my clients up with vendor partners. It’s the same thing.  Which attorney will work better with their personality. Which loan officer would, even home inspectors are very important.  It’s just like you say, it’s a win-win. You have to create that for them. So from beginning to end impacts. Always. 

BRIDGET: And connect everyone.

YAU: Yes.

BRIDGET: I realize as I’m talking to you, it really is about the people.I think outsiders looking in at real estate think it’s about the houses, but it’s really about the people.

YAU: Yes.

BRIDGET: And that shows up. In being your business partner for 3 years now, that’s what I have seen that shines through in your customer service. Is that it’s about the people and it’s about what’s important to them in that particular real estate transaction.

YAU: Yes it is.

BRIDGET: And you’re very passionate about it.

YAU: I am. I always ask other people, because I was asked by my cousin, Linda Chan the same thing: What is your value proposition? It took me six months to figure that out -being told no, no, no. Actually, that’s why I believe I’m very successful. Because my value proposition  is my knowledge, my experience, my passion and my confidence. These are the 4 pillars. Everything else falls under these 4 pillars. 

When I am talking to other agents, I always ask them what is your value proposition. Because if you’re not getting the conversions then most chances are there’s somewhere in your value proposition that’s not strong enough at this time. Not that you don’t have a value, it’s just not discovered. Just like you do. You help me discover a lot of different things when we speak.

BRIDGET: Right. And then your clients benefit from that.  Clarity is power. When you have clarity about why people should choose you as their real estate agent that clarity comes through and all of your communication with the clients giving them confidence in the whole process. 

YAU: Exactly

BRIDGET: It really carries over. When you think about the families that you’re going to work with in 2020 and the market that you’re facing and greater Nassau Franklin Square… I know you cover a graphical area there… What do you think of the biggest opportunities in real estate in 2020 that we’re going to see in your market?

YAU: It’s just like when a person asks me “how’s the market?” Regardless of  wether this person is a potential client, a loan officer, attorney, somebody always ask me “how’s the market?” I say it’s great and they look bewildered. “What do you mean it’s great, didn’t it just shift into a buyers market?” I say, “Sure it shifts.” It’s always gonna be constantly shifting. But we’re able, from our experience to shift along with it. 

Not only that, it’s like, you’re able to  recognize the pattern of something. If you’re only, essentially,  following the pattern, you create an artificial ceiling above yourself. But once you’re able to recognize the pattern, you should be able to create the pattern to a certain degree. So when they ask me “how’s the market?” and I say “it’s great!”, I further explain to them that it’s because we create the market. We don’t have to sit back and wait for business, we’re prospecting. So of course it’s always great. Make sense? 

BRIDGET: It does make sense. And you know that’s the reality. You know you and I have been in real estate since before the last recession and we made it through that. And the reality is there are always people that want to buy and there’s always people that want or need to sell.  So, as you said, if you are intentional about creating your own market then you don’t need to worry about what’s happening outside of you.

YAU: No. Exactly. It’s not worrying it’s just recognizing it and being proactive not reactive.  And I think that’s what we strengthened on because we often find ourselves more reactive than proactive and shouldn’t be that way – especially as a business owner. People need to advance from being single dimensional thinking to multi dimensional thinking. That way they can recognize opportunities and eventually create opportunities. Because you always have to ask “What else can I do? What else is there?” You always have to question. Take it  a step further. Take it to another level, right? 

BRIDGET: Absolutely. It really is. And that’s part of what makes our industry so engaging and so exciting for people to really thrive and develop a big career. 

Thank you for your time today.  It’s been great speaking to you about the passion you have for your clients as well as your understanding that real estate is about the people not property.  It’s a pleasure to be in business with you and I can’t wait to see everything that’s achieved in 2020.

YAU: Bridget, I’d like to thank you for everything you do for me and my family. I appreciate it.

BRIDGET: Thank you so much.  Have a great day.

YAU: You too.