Customer Service

Strengthen the core of your real estate business by starting with your clients. Build a healthy and organized business so you can create an excellent experience for clients and establish a base for referral business. Monica will discuss the core pillars of professionalism, income, expenses, and networking, while perfecting the craft of customer service. You will leave with strategies, resources and tools that create wins for you and your clients. 3 hours

The classes were fantastic and all raved about Monica! Many asked when she was coming back!" Jennifer Singleton Wells, Director of Professional Development, Montgomery Area Association of REALTORS®

Artificial Intelligence, or AI, has affordable and quick options to help real estate professionals communicate better with their clients and the public. AI is an amazing tool to help real estate agents do the myriad of varied tasks needed in the business better and faster. Learn how to use the 2 most popular applications, ChatGPT specifically and Canva, generally, to save time and create lead generation ideas, email templates and marketing tools. Learn from a real estate practitioner who is using AI daily in all aspects of life and business.
· Understand what AI is, how it works, and its applications in the real estate industry.
· Get a basic understanding of how to use CHAT GPT and Canva as tools to improve communication
· Know how to write prompts that will produce better outcomes from AI.
· Handout with app and prompt suggestions.
1-3 hours; AI ethical considerations included in 2-3 version

Keynote or Session · AI is definitely a business tool we'll all be implementing. The future is now. Lean into curiosity. Are we implementing AI in ways that improve our workload, and improve our customer’s experience in the transaction? Use it or not, remember, our humanity is the best quality we bring to a transaction. AI should be used to improve communication, not replace it. Agents need to know when using AI is useful and when it may be creating something that is wrong, illegal or unethical. All communication, in every form, is the responsibility of the agent. This session covers the fantastic benefits of using AI while reminding us of the importance of our humanity. AI Workshop Available; 1-2 hours

Everyone is just saying 'You have to do it' but she is saying you don't have to use it and here is how it works and you can start slow, etc.” Illinois REALTORS® Attendee

Monica was fabulous! We had about 200 members in attendance, and she kept them engaged, learning and laughing the entire time. They really liked the workshop at the end.”
Jonnie Phillips, Chief Executive Officer, Fayette County Board of REALTORS®

Video · Keynote or Session · To run a successful business, it's critical to understand what your clients need and how best to give it to them. In this session, you'll gain insights into the client's perspective so you can meet their needs better than your competitors and secure repeat business. 2-3 hours; Broker/Manager Version Available

See Feedback/Evaluations · An estimated 1.3 billion people – 16% of the global population – experience a significant disability today. Now more than ever it is important real estate professionals learn a proper standard of practice and the ‘dos’ and ‘don’ts’ of serving clients with a disability. In this session, you will hear inspiring stories about everyday actions transforming lives through compassion, responsibility and service. Most importantly, your understanding of diversity will expand to include issues of accessibility, inclusion, compassion, and equity for all individuals. This course satisfies the NAR Fair Housing requirement at 3hr length; 1-3 hours

The real estate business is uniquely cooperative and competitive. To succeed in real estate, agents need to know how to cooperate, compromise and–above all–remain professional. Agents owe duties to their clients, customers and to all consumers. We will review the NAR Code of Ethics and the requirements for presentation of offers, disclosures and notices to consumers and other agents. 1-3 hours; Broker-Manager Version Available

Frustrated by requesting recommendations that never materialize? This session is for you! Spend a power hour (or two) learning the insider secrets of successful agents around the country who have amped up their business by maximizing their online reviews and recommendations. You will leave with specific strategies, scripts, and a step-by-step process that will turn your requests into reviews and your reviews into a new source of consistent business! 1-3 hours

Video · As real estate licensees, we work for our clients, but we work with other agents, and the interactions we have with our colleagues can impact our clients’ experience, for better or for worse. In this session, we will explore building better relationships with other agents with the intent to leverage associations to our clients’ advantage ... and to our own professional benefit and for the betterment of our industry as a whole. 1-3 hours

Keynote or Session · Video · Nordstrom, renowned for its outstanding customer service, has a longstanding motto: "If We Sell You Well, Tell Others. If Not, Tell Us." With a focus on prioritizing customers, Nordstrom empowers its salespeople to ensure customer satisfaction. Drawing inspiration from Nordstrom's approach, businesses can redefine their customer service strategies. By translating Nordstrom's principles into practical actions and integrating its values into our own, we can transform our businesses and industry. 1-3 hours

For Association/Board Staff & Leadership · Keynote or Session · What do Nordstrom, The Ritz-Carlton, and Michelin-starred restaurants have in common? They don’t just provide service, they design experiences. These iconic brands have mastered the art of anticipating needs, reading emotional cues, and delivering consistent, exceptional service. It’s not accidental — it’s intentional, strategic, and ever-evolving.

In this session, we explore how REALTOR® Associations can adopt and adapt these high-touch service models to create meaningful, memorable experiences for members. By blending emotional intelligence with clear feedback mechanisms and a member-first mindset, Associations can move beyond transactional interactions to build lasting value, relevance, and loyalty. In a rapidly shifting real estate landscape, service excellence isn’t a luxury — it’s a leadership imperative. 1-3 hours

Outstanding, we and our professionals loved your presentation – it was just what we were hoping for. Great job!" Teresa King Kinney, CEO, MIAMI Association of REALTORS®

Keynote or Session · What do Nordstrom, The Ritz-Carlton, and Michelin-starred restaurants have in common? They don’t just provide service, they design experiences. These iconic brands have mastered the art of anticipating needs, reading emotional cues, and delivering consistent, exceptional service. It’s not accidental — it’s intentional, strategic, and ever-evolving.

In this session, we explore how real estate professionals can adopt and adapt these high-touch service models to create meaningful, memorable experiences for clients. By blending emotional intelligence with clear feedback mechanisms and a client-first mindset, licensees can move beyond transactional interactions to build lasting value, relevance, and loyalty. In a rapidly shifting real estate landscape, service excellence isn’t a luxury — it’s an imperative. 1-3 hours

Today’s consumer is very different from that of the past. With the explosion of the Internet, mobile, social media & more, they have access to everything they want, when they want it and this has led to some major changes in how they act, communicate, and more. Today’s consumers are more educated/prepared, even to the point of being over-prepared/misinformed, in a rush & have very low brand loyalty in all aspects of their lives. In this session, we will take a deep dive into not just what has changed the consumer, including generational and cultural implications, but more importantly why. 1-4 hours

Real estate agents struggle to find fresh, new ways to market their business that both capture their audience’s attention and align with their brand. In this session, you'll find out how to identify the various niches within your market area and discover unique ways to create content that attracts them rather than chases them away. You will walk out with exciting new ways to market online that add value and generate high-quality opportunities. 2-4 hours

Please let Pierre know that we loved him, I appreciated doing business with him as a true professional and the members loved, laughed and learned so much information that they can use for their business.” Michele Stoeger, Executive Officer, Otsego-Delaware Board of REALTORS®

Get creative strategies for working with buyers for today's market! You'll find out how to successfully navigate challenging negotiations, manage client expectations, stand out in a multiple offer situation, and apply practical techniques to consistently close deals. Pierre will even share 5 strategies for getting buyers' offers accepted without competition! Walk out with a systemic approach to working with buyers in any market, hot or cold; and use these tips to stay cool and calm. 1-2 hours

Unlock your full potential in client interactions by harnessing NLP (Neuro-Linguistic Programming) techniques and DiSC behavioral profiling. Learn how to connect, communicate, and close more effectively, refining your soft skills to drive better results and client satisfaction. Great for active agents and as well as leadership. 3 hours

Keynote · In today’s crowded market, great customer service isn’t enough—people crave unforgettable experiences. The good news? Creating them is easier than you think. This session explores how to design impactful, buzz-worthy client interactions that make you stand out, spark referrals, and fuel business growth. Elevate your brand by turning everyday moments into lasting impressions.
45-90 minutes

The success of your property management business is largely dependent on who you allow into your owner-client group. In this fast-moving session, we will focus on how to improve your professionalism to attract GREAT owner-clients including:

• What should be the proper mindset of a successful PM?
• What is the difference between an owner transaction and an owner relationship?
• Three words you should never use in your advertising (but most PMs do!)
• How to qualify prospective owner-clients
• Should you negotiate your management agreement terms?
• How to never get sued

This session will empower you to stop asking owners to ‘choose’ you, and instead position yourself as the professional so owners are asking YOU to ‘choose’ them! 1-2 hours