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Welcome to another episode of 
Golden Nuggets, Tips and Tales, 

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powered by Property Finder, the 
leading property platform and #1

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property app in the region, 
driving more leads and 

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transactions than any other 
platform. 

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This is where super agents and 
smart home seekers meet Even 

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smarter tech. 
Because behind every great 

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listing and every hot lead is 
technology that works harder so 

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you don't have to. 
Today, joining me on the Golden 

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Nuggets Tips and Tails show is 
Laura Adams, the sales director 

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at Provident Estates. 
And you're leading quite a few 

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property Finder super agents in 
your team, aren't you? 

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Yeah, we are. 
We're very grateful for that. 

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It really does make a benefit 
for our lead generation, but it 

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also teaches some kind of 
self-discipline because the 

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KPI's are kind of what we set 
anyway, like answer your phone. 

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Quickly. 
Yes, 101, but also making sure 

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that you're presenting the 
property. 

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Online. 
Like I did a survey one time 

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like trying to. 
Find out the best places and the

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best way to list a property. 
And I did it in like there are 

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Facebook groups on Brits in 
Dubai, things like that. 

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And although I wasn't shocked, I
was shocked at the amount. 

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Of percentage 80. 5% of people 
said they click on a listing 

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because of a photo, not because 
of a price. 

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Mm hmm interesting. 
And that's where the good 

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quality score. 
Comes in because then it pushes 

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people. 
To do better imaging and it. 

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Presents the country at the 
Emerald. 

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Yeah, a lot better way. 
You just can't post a iPhone 

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picture. 
No. 

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Or the lovely. 
Toilet photo. 

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Everyone loves a. 
Toilet photo. 

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But yeah, people. 
Click on because of the picture.

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Because I suppose the pictures 
you can't change and this. 

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Obviously, nowadays you can. 
But you can't change a. 

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Price, you can change a price, 
you can negotiate the price. 

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So that's one of the reasons why
it's really beneficial and it 

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helps us do our job because that
part's done for. 

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Us, you know, and. 
Where your job kicks in consumer

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facing is that first phone call.
And first impressions matter, as

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you know, and this is something 
that I used to obsess over when 

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I used to run Teams. 
And I know you obsess over it 

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too. 
All calls on Property Finder are

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recorded for training control 
purposes. 

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So we as management have access 
to those call recordings and we 

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can use them for training 
purposes or to give someone a 

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telling off, which in those 
cases it might be, you know, 

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like you answered your phone, 
but you sounded like you were in

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the middle of doing something or
whatever in bed. 

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So it actually used to be a very
important part of my weekly 

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routine. 
I'd make sure every at least 

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once a week I'm listening to the
core recordings. 

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But it also sometimes was really
depressing, sometimes really 

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rewarding because you get a 
really great call and you're 

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like, I know why this agent is 
top performing because they 

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deliver first impressions like 
that. 

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So what's your experience been 
like of listening to the well, 

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the playback? 
It's the ones that I think who 

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are going to be good aren't like
the stronger characters. 

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It seems like face to face may 
be the better on the phones. 

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They can just be a bit that not 
really much listening. 

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So we have two ears, one mouth, 
right. 

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And then one of the most 
importance of our job is to 

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listen to requirements. 
I run by man motivation, 

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ability, need. 
OK, Yeah. 

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Old school. 
And if people aren't asking the 

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questions and then, or if 
someone's asking for something 

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and they're offering three 
different things totally out of 

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their scope, like my kid wants 
to go to school in Barsha. 

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Oh, well, we've got a nice 
townhouse in the valet, right? 

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You know, I mean, come on. 
Yeah, you're listening. 

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The other side, obviously, is 
the good 'cause I mean the 

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people that add value the second
that someone answers the phone. 

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Or just send me a WhatsApp. 
That's probably one of my most 

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annoying ones. 
That's the worst. 

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Maybe it's a confidence thing. 
They're not. 

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They're confident behind the 
keyboard, but they're not so 

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good at speaking. 
No, if it's another agent as 

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well, it. 
Annoys me because. 

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To me, another agent is a client
as well. 

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And like you qualify the agent 
as much as you would qualify a 

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client to make sure that you're 
not wasting our time, et cetera.

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So listening to the cause and 
retraining is amazing in the way

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that I can save time like in the
secondary market at the moment. 

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I worked out that if you work a 
40 hour week and you do 2 sales,

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just general affordable 1-2 
bedroom apartments say like in 

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Dubai Hills. 
We're in a seller's market, so 

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we'll be lucky to get the 2% as 
much as anyone says, you know, 

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4% every transaction. 
Let's just. 

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Count it. 
We're we're negotiating 

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ourselves out of it at the 
moment. 

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So let's say we're getting 2%. 
That means your hourly rate is 

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about 1600 dirhams an hour. 
Oh, I've never broken it down in

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town. 
So interesting. 

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Yeah, if. 
You're not gonna ask the right 

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questions on a phone call, or 
overqualify, or create urgency 

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or tell them without being mood.
Bring a check. 

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This is what the market's like 
right now. 

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You're just wasting your time. 
Or if they've only offered one 

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property and they haven't said 
lined up 3. 

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For example, that's a huge 
issue. 

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Because you're going to show 
that property, they're going to 

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go to the other agency and then 
leverage off your hard work and 

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then go and close another 
property. 

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So there's a lot of things that 
we can pick up on to save time, 

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which as a business then results
in more sales. 

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I want to frame the perfect 
first call. 

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OK, so with some do's and 
don'ts. 

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So let's start with how it's 
answered. 

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Let's fall quickly. 
Hang in it a seller or a buyer? 

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Let's start with the buyer. 
OK, let's start. 

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With the buyer and if we have 
time we'll get to a seller. 

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So stick around till the end so 
the buyer calls up. 

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How should the intro be? 
Very. 

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Bubbly and night. 
Hello, how are you? 

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Thank you for calling Night. 
This is business. 

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This is. 
Customer service, like you both 

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need each other, whether it's a 
rental, whether it's a studio, 

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whether it's a signature villa, 
treat everybody the same like 

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and how you want to be treated. 
And that's one of my golden 

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walls. 
You know what I don't want to be

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asked? 
What's the reference? 

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Number. 
Oh gosh. 

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Yeah, well, no, luckily. 
You get what's up at the same 

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time. 
So if you've got half a brain or

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if you're at least sitting in 
front of a computer, I usually, 

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Well, yeah, I mean, someone who 
doesn't know their own stock 

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really is in the wrong game. 
Know your stock, Yeah. 

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And know what they're calling 
about. 

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Yeah. 
Unless you're like, yeah, unless

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you have hundreds of lists, you 
know what I mean? 

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What's the most listings an 
agent can? 

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Handle. 
I think a professional agent in 

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more than five years experience 
40 listings is enough. 

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That's the cap you. 
Think that's, yeah. 

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That. 
Is a real cap because otherwise 

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sellers don't get feedback. 
I'm afraid. 

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Most sellers in Dubai only get 
called with offers, they don't 

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get called with updates. 
And then you did the London 

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market as well, like 
religiously. 

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We called our sellers Mondays, 
Wednesdays, Fridays. 

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You know, feedback. 
Even if it wasn't good news. 

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Yeah, every offer should be put 
forward anyhow. 

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But going back to the 'cause I 
mean, it's just like people can 

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hear in your voice what your 
mood is, what your desperation 

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is, what the seller's 
desperation, whatever. 

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Just keep it neutral, 
professional, give the 

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information that you've got. 
Make sure that you ask them what

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have you seen already. 
I guarantee if we listen to 

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every single call that was 
recorded last year, I bet you 

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that question was asked less 
than 1% of the time. 

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You'll be. 
Pretty sure. 

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So what would be your killer 
questions to make sure you're 

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qualifying? 
Be like, if they haven't seen 

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anything, I will push them to 
drive through the community 

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first and identify buildings. 
I mean, no one's going to get a 

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feel of anything. 
Obviously, I'll pick a viewing 

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with them, but I make sure that 
I have more than multiple 

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options. 
But the killer question is, what

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didn't you like about it? 
What did you like about it? 

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What in your dream would you 
have? 

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What is the top, top budget you 
can go to? 

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And don't give me 20% lower, 
I'll give you what you can get 

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for your money. 
From the get go, what is your 

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real budget? 
Correct. 

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Be honest with them, yeah. 
Because I mean, it's not cheap 

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nowadays and people's 
aspirations and dreams tend to 

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not really match with budgets. 
And so you have to be realistic.

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And the more honest they're with
you, the more you can help them 

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because the more that you can 
say, look, I have this option. 

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It's not your dream, but it can 
be your dream. 

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This is how much it will cost to
be your dream. 

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There's how much it cost to buy.
Then you can bring in renovators

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you can help. 
People with strategies. 

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Of exit and then maybe then make
appreciation to buy their dream 

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in 2-3 years time. 
You know, but you can't help 

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someone if they're not willing 
to give you the information. 

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At the beginning. 
So try to be completely honest. 

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So we've got a few killer 
questions we've got. 

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What have you seen so far? 
What did you like? 

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What didn't you like from them? 
And what is your real budget? 

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Don't give me the discounted 
version. 

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What else should you should 
every agent be asking on that 

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first call? 
Facilities seem to be like a key

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thing at the moment in Dubai, a 
lot of the developers, as you've

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seen in Arjan and JVC, in paddle
courts or out in cinemas and God

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knows what else. 
And I've seen people take 

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properties just because of a 
lobby, right? 

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Because they're keeping up with 
the Joneses and they want people

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to think when they walk into 
their building it's luxurious. 

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And I've lost viewings from 
being at the front door of the 

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lobby before because people 
haven't wanted to be there. 

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So really get into the nitty 
gritty of what they want, what's

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their motivation, what's their 
ability and what's their need, 

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their requirement, MAN. 
Yeah, man. 

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Or old schools, sellers, buyers,
anyone, anyone. 

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You can use it. 
On motivation, ability and need,

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yes. 
So the other step to a 

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successful first call would be 
to create some a bit of urgency 

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somewhere. 
What are you picking up on the 

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playbacks where agents are 
creating urgency? 

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So there's some that sound like 
the typical agent. 

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Which is. 
Just it's going to go, the last 

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project sold out that no one's 
going to believe that, I'm 

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sorry, a salesperson at the end 
of the day, as a salesperson, 

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they have a job to do. 
So basically I'm a bit sarcastic

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in my way and I'm, I use my 
cheekiness. 

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So luckily we're from London, so
we kind of get away with it 

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quite a bit and quite a few 
people here get us. 

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But I just say, look, I'm going 
to be honest with you. 

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I've got a viewing at 2:00. 
Bring your checkbook or you're 

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going to miss out. 
And then they do miss out. 

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And then two weeks later they 
phone you and they say I want 

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that property, so will you 
listen to me now, don't you? 

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But people don't create urgency.
No one does. 

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I don't hear it on any calls. 
I hear the flimsy sales pictures

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like, oh, it's going to sell, 
it's going to sell. 

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We've got this person and we've 
got this buyer, but nothing like

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right, here's the data, here's 
the facts. 

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I use data Finder analytics. 
It will show you the amount of 

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listing percentage on property 
Finder for that area. 

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So let's say Marina keys into by
Marina, it's got .2% of listings

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right, but it's got .8% of 
searches and 1% of leads, which 

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means it's over demand 
undersupplied. 

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So we use that in course. 
Look you're after this property 

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and look how much stock there 
is, general economic supply and 

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demand and look how many people 
are looking because. 

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You can't argue the the data if.
People are going to argue the 

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data. 
They're not your client if 

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they're not going to look at the
facts. 

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And you can use it on sellers as
well. 

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Like I don't want to put my 
property online. 

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Your market is online. 
That's where your buyer is. 

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If you don't let me put it 
online, how am I going to bring 

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in your buyer? 
I swear, some of these sellers 

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think that I've got like villa 
buyers under my desk or hang a 

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minute. 
I'll just pick this one out. 

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Actually, let's do an episode 
about pocket listings, off 

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market listings. 
So stay tuned for the rest of 

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your series because that needs 
its own conversation. 

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Yeah. 
I've never understood it. 

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OK. 
So to wrap up the phone call, 

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yes, the first impression, we've
introduced ourselves 

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enthusiastically. 
We've built some rapport, we've 

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asked the killer questions or 
some good questions. 

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We must be at least 4-5 minutes 
in by now and then created a bit

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of urgency. 
How do you wrap up? 

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So I would say, listen, I'm 
going to come together with an 

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investment proposal for you and 
I would compare one or two or 

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three listings, maybe 3. 
There is an old shoe guy, shoe 

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shop guy in New York. 
And it's a theory I learned a 

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long time ago. 
So he was a tiny little shoe 

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shop, not branded or anything 
like that. 

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And if someone came to try on. 
Shoes in his shop. 

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And they asked for a pair in 
their size, which you do, and 

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then they bring out two boxes 
and you try on those two. 

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And then you saw another pair 
and you said, oh, I'd like to 

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try them on in my size. 
He would take a box away and 

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then replace it. 
Rather than adding a third hit, 

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remove the 2nd and replace. 
That so you don't end up with 

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boxes and boxes. 
It's much easier to decide 

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between two things and three 
things, so. 

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It's a paradox of choice or 
whatever. 

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It is, yeah. 
It's like having that large menu

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in a restaurant. 
So the stuff. 

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How do you apply that to real 
estate then? 

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Because most agents aim to show 
a selection of three properties,

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00:13:26,400 --> 00:13:27,800
yes? 
Are you saying? 

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I do two to three, yeah. 
But then it's how you dress, how

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you prepare the viewing. 
So I think the preparation of 

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the viewing is more important 
than the viewing. 

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00:13:37,080 --> 00:13:39,440
Oh well, let's do a separate 
episode about that one too, OK? 

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The next thing will be preparing
the the appointments, making 

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sure that we've got everything 
on time, maybe arranging a car 

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for them. 
Why not just do the extra 

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service? 
Then you don't have your 

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problems with security and God 
knows what else, you know. 

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So I think that that's probably 
the last couple of minutes we'll

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be preparing for the for the 
properties. 

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00:14:00,640 --> 00:14:03,640
Why do I have a feeling that 
your calls went on for a lot 

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longer than 6 minutes? 
To be honest, most my calls 

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would be setting up meetings, 
bringing them to the office of 

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arranging what what would be now
Zoom. 

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00:14:12,040 --> 00:14:15,160
To be honest, I'm much better 
face to face. 

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00:14:15,160 --> 00:14:18,560
You can read people a lot 
better, people over messages so 

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different to when they're face 
to face. 

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00:14:21,600 --> 00:14:22,920
But yeah, that's how I would do 
it. 

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00:14:23,080 --> 00:14:26,440
Thank you so much for those tips
and tales. 

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00:14:26,640 --> 00:14:30,480
Got the playbook there on first 
impressions on that call. 

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00:14:30,480 --> 00:14:33,040
Drop it in the comments. 
What was your favorite take 

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00:14:33,040 --> 00:14:34,640
away? 
Which one are you going to start

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00:14:34,640 --> 00:14:37,120
implementing soon? 
I hope you enjoyed that episode.

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Make sure you watch all the rest
of Laura's episodes. 

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And while you're at it, why 
don't you binge the whole 

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season?