We caught up with the brilliant and insightful Shana Koland a few weeks ago and have shared our conversation below.

Hi Shana, thanks for joining us today. We’d love to hear about a time you helped a customer really get an amazing result through their work with you.

Maria and I connected when she was ready to take the leap from renting into home ownership. We had toured a few homes, and though they had the appropriate number of bedrooms and bathrooms, they just weren’t the perfect fit. A new condo in her ideal location popped up on the market, naturally, I sent it to her right away. Maria knew this particular home would sell quickly in the market we were in at the time so we were quick to schedule a tour. Wow, we found it! Maria loved it! This was absolutely the perfect home for her! We rally the troops; we contact the loan partner, get our inspector ready and we submit the best offer we can. Because it was such a cute condo, a few other buyers had submitted offers as well. Ultimately, the sellers had decided to accept an offer that wasn’t ours. Though we were let down, Maria and myself both believe everything happens for a reason so this just wasn’t meant to be. A couple days later, I received a call from the sellers agent and she let me know the original offer had fallen through. Again, I immediately call Maria and alert her of the change. We once again submit our offer, same offer as the first time, no changes. This time the sellers accept it! Maria has been in her home for just over a year now, she’s loving the short commute to work and being so close to her community. Cheers to first time home buyers finding the perfect fit and networking with agents!

P.S. My buyer even ended up getting a credit from the sellers at the closing table!

Shana, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

I never really had a strong desire to be a realtor.. the thought of legal contracts and such large amounts of money frightened me. And running my own business? What a crazy idea. That would be, like, really tough. Sure, I was a business manager for a couple years but taking the risk myself was a whole different level. I had worked as a barista, then in the beauty industry as scheduling coordinator for waxing services. Loyalty and growing with companies has always been something I value therefore continued to grow with European Wax Center and became a center manager, then a multi center manager. After spending several years in customer service positions, as well as then management, where leadership qualities were necessary, really got me thinking about what I love to do. I’ve never really liked following rules, so the idea of being my own boss was attractive. No one could tell me what time to be there, where to go or what to do. So.. if I don’t want a boss or to be told what to do.. I guess I’m meant to be my own boss. So, now what to do? Well, I knew I loved client relationships, building rapport and making a difference with outstanding service. I have always been truly client focused. Whether beauty services, skin care products or homes.. Listening to the clients needs and providing resolutions to fit their unique situation is what I love; being a mentor or guide through something maybe uncomfortable or tough. On that same token, I love leadership. I love helping, guiding, providing resources and help for my peers. Watching them then grow and thrive. So.. clients.. leadership.. my own business… Then… a lightbulb. My dad has always said “Shana, you should go into real estate”. Again, remember that I don’t like being told what to do so I never gave it any thought. Disregard. But, as I was driving south on 35 that day… I decided I was going to quit my job and enter real estate. I knew nothing of the industry, I didn’t know what the requirements were to become a realtor. I didn’t know what challenges I would face as I entered business ownership. What I knew is I love working with clients and I’ll do whatever I have to do to help lead them to their dream of homeownership. I chatted with two people who were in the industry. One is now my mentor and we talk daily, the other is an agent, and friends mother, in Indiana who I regularly network with. Didn’t do much reading or education before hand. My dad was always my first call. I’m so grateful to have my uncle, his twin brother, to seamlessly fill his shoes as first dial with my newest idea. Brad being a finance and cautious guy recommended I wait to quit my job until I had gone through the coursework to obtain my license. I made a conscious decision to disregard that advice (again with the being told what to do) and jump in 100%. So I did, I quit my job. I spent 3 months going through the course work, unemployed might I add. My goal was to complete the course work as soon as possible, there was no wishy washing and there was no other option. I need to get this course work done, so I can get my license, and start working with clients because I need to eat. When it came time to the exams and that was the only barrier left, the only option was to pass on my first try. The drive, motivation and fire within are what push me to always do my best for my clients. I believe in doing good business, doing my best, working hard and if I do that, all of my needs will be met. The greatest way I can honor those who believed in me is show them I can do it. With many wins and just as many losses, or what we like to call them: lessons, I’ve learned and grown so much not only in my business, but also as an individual. Who knew that by not having a boss, you’d then have to be twice as disciplined because now you’re the employee AND the boss? Two years later, I’m so happy I leaped and I wouldn’t change a thing.

What’s worked well for you in terms of a source for new clients?

Buying or selling a home for most people is not a quick process. It’s all encompassing; kids, school districts, family dynamics, finances, sometimes health issues, divorce, even death. Our job as a real estate partner is to provide guidance and support through each step of the journey. Many consumers connect with their representing agents 9 months – 2 years before they actually transact. A huge portion of being a realtor is building a book of business, some people ready to transact now/very soon, some people ready in 3-4 months, some people planning to be ready 6-12 months and so on. Getting into real estate is tough because for the first couple years you’re building those contacts and connections, but they may not all be ready to transact right now. Meeting with them at the very beginning of their journey to provide that support and guidance throughout will be crucial in them choosing you as their agent when they are ready. Meanwhile, we still need to provide undivided attention to our current clients transacting now. So the first couple years are constant adjusting to find the best balance of current vs. future clientele. With that, The Grant Johnson team provides huge abundant resources for newer agents. The team partners with several companies such as Realtor.com, Homes.Com, and even the industry leader, Zillow. By partnering with these industry leaders, it has allowed us to build a massive platform of incoming, ready to transact now type leads. Us agents also have access to all team leads, and I mean there are thousands and thousands of leads available to us that we can prospect. The team I joined has played an indescribable part in consistently providing me with new clients.

How do you keep in touch with clients and foster brand loyalty?

Keeping in touch is so important in a relationship business! I regularly touch base and reach out to maintain relationships in various ways. Primarily, unrelated to buying or selling a home. Calling family regularly to see what they’re up to, share about what you’re up to. Often times, work is naturally brought up because work consumes much of our adult lives. Remembering important dates and sending a “have a safe flight” or “good luck today” or “congratulations” on the date of significance. I enter annual dates of significance in the calendar such as birthdays or home ownership anniversaries so I can reach out each year moving forward. I do a lot of get togethers with friends and family. Being active, involved and present with my personal peeps is a huge reason I chose the career I did, I never wanted to miss a family dinner, birthday party or soccer game. Social media works wonders in keeping folks in touch. I comment, engage and direct message as outreach with my social network. Door drops are little surprise gifts that show up delivered at your door, just to make you feel special and thought about. Again, usually unrelated to real estate. Maybe some flower seeds in a pot for the spring or a gingerbread kit for Christmas. If we’ve ever texted, there’s a good chance you’ve received a video message. Just a video of me verbally sharing my message via video in place of written text. Folks love it! There’s a personal connection element that’s taken away with written text. Would you believe me if I told you I frequently send hand written cards and notes via postal mail? It’s true! Most importantly, the best way to build brad loyalty is by doing good business. So I work hard for client in hopes they’ll want to partner with me again in the future and/or provide referrals.

Contact Info:

• Website: https://www.grantjohnson.com/
• Instagram: https://www.instagram.com/shanakolandrealestate/
• Facebook: https://www.facebook.com/shanakolandrealestate/
• Linkedin: https://www.linkedin.com/in/shana-koland-0145941a0
• Youtube: @shana_koland_real_estate