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Spiro Drossos: Going off-script

With 17 years’ experience under his belt, Barry Plant’s Spiro Drossos reveals why it’s important to have real conversations and to think like a customer – not a real estate agent.

On getting into real estate
As a kid I was always intrigued by and interested in real estate. This, together with my strong customer service background, made real estate feel like a natural career progression for me and I’ve never looked back!

The happiest moment in my career
I have had such a sense of achievement mentoring and coaching such a dynamic and innovative team.

Our efforts have resulted in many proud achievements, in particular being back-to-back winners of the Gold AREA of the Year Award for Residential Agency of the Year in 2017 and 2018. With a leading team that puts the customer at the forefront of the real estate equation, I’m excited to see what can be achieved in the years to come.

The most memorable moment
Early in my real estate career I helped a buyer purchase a $1.3 million family home sight-unseen.

It was an acre property in Templestowe and the family was living overseas. The technology was not as sophisticated as it is now so I needed to provide accurate written and verbal communication together with photos to explain the details of the home.

The buyer bought the home sight-unseen based on my recommendations after matching their requirements to the home’s features. I was so nervous when they arrived in Melbourne before settlement to view the home. Would they like it? Yes, they loved it, and they have been great clients ever since.

Best advice he’s received
The best career advice that I have received is straightforward: to keep things simple, go back to basics and put the customer first. We need to think like our customers and not like real estate agents.

Biggest challenge
Agents will need to adapt to the new market and continually find new ways to approach the market. Extensive training and development will be important, together with maintaining exceptional standards and a strong client focus and not to be competitor-focused.

Change for good?
There can be too much reliance on scripts and dialogues in our industry. I’d like to see more agents having real conversations. It’s all about continuing to redefine and perfect the basics. Small things can add up to great change.

‘Elite’ agent means
I believe that an elite agent needs to have a strong customer focus and commitment to service, defined values, continually set new standards and have clear direction on what every stage of the buying and selling process would look like.

An elite agent needs to be transparent and be easy to do business with. These are the key factors that pave the way to success.

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