Episode 109 : Mastering the Art of Sales and Exceeding Your Customer’s Expectations

Jas Takhar has been in the sales and service industry for over 25 years. Soon after deciding to try his hand in real estate, he co-founded the REC, and in the course of 15 years, has successfully propelled his team to the 1st place position in Canada under Royal LePage.

With 34 realtors and 10 support staff, the team advises and assists over 700 buyers, sellers and investors yearly across the greater Toronto Area, resulting in a total of over $1.5B in transactions. Jas’ area of expertise is in helping investors build out their real estate portfolios. Wanting to share his knowledge and experience with the masses, he wrote a book titled Real Estate Intelligence, which teaches others how to buy or sell real estate on their own.

Questions

  • Could you share a little bit about your journey, how you ended up where you are today and what that was like for you?
  • Could you share with us how it is that you are able to provide white glove service to your clients and customers? Maybe give us two or three things that our listeners could take away and maybe use some of those same strategies in their business?
  • Could you share with us how do you stay motivated every day?
  • Could you share with us what’s the one online resource, tool, website or app that you absolutely can’t live without in your business?
  • Could you share with us maybe one or two books that have had the biggest impact on you?
  • Can you share with us what’s one thing that’s going on in your life right now – either something that you’re working on to develop yourself?
  • Where can listeners find you online?
  • Do you have a quote or saying that during times of adversity or challenge, you’ll tend to revert to this quote – it kind of helps to keep you focused or get you back on track if it is that you do fall off track.

Highlights

Jas’ Journey

Jas shared that he has been in sales and service now for 25 years. As mentioned in the bio, real estate has been 15 years for him. But he was always that kid, he was always selling, even as a young kid, in class, in school when he was probably 6 or 7 years old and the teacher said, who wants to help with selling ornaments during the Christmas during the holiday time or help with the book fair when the parents are going to come and buy books, he always had his hand up, he was very eager to do really anything with sales.

And then when it really kind of came home for him, it was when he was 12 years old, he got his first paper route, but it was in Toronto where for the Toronto Sun, where you have to knock on doors first to get subscribers. And even though as he thinks about it now, as he’s telling the story, he remembers heart beating, getting goose bumps, scared to knock on the door, but he always did, he always knocked on the door. And then it was fast forward to when he was 15, 16 years old, started selling shoes. Then he went into the banking industry with his client facing. And then he started selling cars for 3 years in the luxury kind of car market, Acura, Lexus and that’s where he really was mentored by one of Canada’s most successful owners, him and his family now own 8, 9 top dealerships in Canada based out of here in the greater Toronto Area.

But he took him under his wing, there was 3 brothers, but he took him under his wing, one of the owners, and just taught him how to sell, how to take care of people, how to ask for referrals, how to kind of tap into other people’s network. And then 15 years ago, he made the big jump because in car sales, he realized that there was a ceiling in terms of how much he could make just looking at what some of the people that had been in the business for 15 years, what they were making. And so, once he decided to get into real estate, as they say, the rest is history. He’s proud to say now that they have 37 realtors, he’s going to have his team make sure they make that switch in the bio, with 10 support staff.

Customer service is the number one metric they use and what he means by that is how many wow’s can they get during the process?

Jas Takhar

Strategies for Provide White Glove Service to Customers

Jas stated that real estate is one of the biggest purchases that someone’s going to make. And so, what he decided to do, not really once he got into the business, because 15 years ago he was still learning it and kind of getting an idea of how he was going to make kind of a dent into the marketplace and get market share. And what he came to realize was that a lot, and just like in any sales profession, if it’s insurance or car sales, real estate, if you’re an Advisor, a Consultant, really the bar is set low. He hates to say it, he owes everything to this industry like the sales industry, but he thinks salespeople are the least trusted professionals. So knowing that, knowing that the bar is not set that high and so what he started doing really within about 2 or 3 years is asking customers. He was like, “What are your expectations?”

And so, a lot of people would be kind of blown back, like blown away with that question, like, what do you mean? He’s like….

“What are your expectations in this process? Are you looking into buying quickly? Are you wanting to wait? Is this a long term investment or is this something that you want to buy and flip or do you expect me to answer your calls every single day? Whatever it is, I just want to know, Mr. and Mrs. Client, what are your expectations?”

Now in the back end, the reason he was asking this question is because one of their company models here is that exceed expectations, client’s expectations. Well, the only way to exceed them is if you know what they are.

And so, he would get people telling him, “Well, I want you to answer all my calls every single time I call, even if at 11 o’clock.” And he was like, “Well, that can’t happen, that’s not who I am.”

And so he was able to start to set barriers right at the start. What he also realized in real estate that most salespeople were always calling outbound and asking if somebody wants to buy, sell a home. So a service that he offered and look for anybody who’s listening, who’s in sales, he thinks you can do this in any industry. When they started was a real estate concierge service, it’s absolutely free, there’s no cost.

And so anybody who’s listening, actually anywhere in the country of Canada, he’s based out of Toronto, but it doesn’t matter where you are. If you need a plumber for your home, your principal residence or an investment property that you have and you need a plumber or an electrician, they will vet one out for you. They do all the heavy lifting, they do all the work, majority of the guys and gals from a service provider perspective are already on their list but if they don’t have somebody in Nunavut, which is like a very far north cold place in Canada, they will go find them for you and there is no cost for that service.

What started to happen is clients were starting to say, “Wow, that is so different and you’re not charging for it?” “No. In fact, I’ll even go one step above Mr. and Mrs. Client. If there is a property that you’re looking into buying and in our backyard or somewhere else in the country and you just want a second set of eyes, we will be that for you?”

Meaning like how you go for a second opinion with the doctor, let us be that for you. Well, people were blown away, they started to look at us like they weren’t even real estate people anymore. Like, “Okay, great. Thanks for all the education. Can you put me in touch with the real estate agent?” That started to happen because they didn’t think about the transaction. They started to think about how can they not only do business with Luke, the buyer, seller, or investor, but I know that on average he knows 200 people.

So, if he knows 200 people that also know 200 people, because that’s a statistic, everybody would agree. He probably know about 200 people approximately. Well, that means his network now is 40,000 possible people to do business with.

And so, when you think about it from that mindset, it’s like, “Wow, okay, all I got to do is take care of the first person who does business with me.” And then onwards and onwards. Rather than how do I sell this person, how do I manipulate or one thing that a lot of the sales coaches talk about and each to their own and their own business models.

But a lot of the sales coaches will talk about, “Well, you got to handle their objection.” What are they, a hockey puck? You’re handling them with a stick, that’s not how this works. Be nice, picture everyone as your best friend, your grandmother, you know, ask why they would want to buy it. Why are they buying this property? Find out their motivation, dig deeper, get to know them.

And so, to come full circle in terms of one or two tips, number one is offer more value than you’re getting paid for. So, for example, he talked about the real estate concierge service being the second opinion, try to become the authority in that sense.

Number two is that he gives away all the information for free. You mentioned there’s no cost for that book. And so, anybody, even if you’re a real estate agent in his office, come to his office, he’s to the back. There’s no cost for this book, it’s absolutely free. They have an audio version, they have a PDF version, and they have a hard copy. Whatever which way you want to consume it, they’ll will give it to you, again at no cost. It actually talks about how to buy your own home, how to sell your own home, how to invest on your own. And some people in the industry and quote unquote of his competitors would say, “What are you doing? Why would you give them all the information that you’re supposed to charge for?”

Because there’s a little site that’s called YouTube and Google that anybody can find out on their own how to do these things, they don’t need us. And so, why not be the person that’s out there giving the information for free?

And he can tell you, firsthand experience, you start to be looked at as not at and please anybody, don’t take this the wrong way, but not being looked at as the sleazy salesperson who only has commission breath, you start to look like somebody who cares. And he hopes anybody who’s listening to this podcast and your viewers and listeners, you authentically care. Like, this is something that you really care about. You care about the person; you’re not trying to manipulate them or trying to rip them off. And so let others see that and feel that from you.

How Jas Stays Motivated

Jas shared that his why is very strong. His why and his life is really to inspire as many people as he possibly can. For him it’s very neat because he’ll never hit it. He’ll never hit inspiring everyone; there are 7 Billion people on this planet.

But he just loves the journey, he loves doing these podcasts, he loves doing videos, he loves writing articles and getting out as much as he possibly can.

Why? Because he was born and raised in the north part of Toronto in an area called Rexdale, where there really weren’t a lot of role models. You kind of see people selling drugs on the side and there’s some crime in the area. And he grew up in that area with as he mentioned, not a lot of role models.

And so, he’s not Uber successful, in his own eyes, he’s not; he’s just Jas Takhar, son of Ajmer and Kuljit Takhar. He won the lottery in 1981 when he was born in the family that he was born in, he’s blessed, so grateful and especially when his parents came to Canada 8, 9 years before he was born.

And so, now he wants to inspire people. And so, for him, he wakes up, he springs out of bed; he has a very tough time some nights going to sleep because in a good way.  He’s very anxious, can’t wait to get back at it. He has two little boys and he knows that they’re looking up to him. One is 7 and one is almost 5 in a month and a half. And he wants them to be proud of Daddy.

And he’s leaving a legacy, that’s why he does a lot of a lot of videos; he probably put on about 20 pieces of content on all the platforms, on all platforms daily. Every day he puts out about 20 pieces of content and the reason is because he was just telling somebody this in his office yesterday, in his media squad, “I can’t remember my dad’s voice.” He stated his father is still alive, he’s like 73/74.

But he doesn’t remember his dad’s voice as a younger man because there are no videos. He doesn’t have any videos of his dad; he probably has 18 pictures of him or something like that. But his sideburns and his bell bottoms back in the late 70s. His pops probably took it into the 80s too.

He doesn’t remember his voice and how he moved, how did he interact with other people? He has some pictures 17, 18 pictures, his mom too, he can’t remember his mother’s voice and let alone his great grandfather, who was kind of like the godfather of the family.

His dad speaks very highly of his grandfather. He was lucky enough to know all his grandparents speak very highly of his great grandfather, he knows nothing about him. He passed away probably maybe when he was one or maybe just before. And he would love to have seen what he was up to and how he did things.

And so, he’s putting that out in the world now. And that’s why he puts out so much content. So that is what keeps him self-motivated. He doesn’t need a book to read and there’s nothing wrong with that. He doesn’t need a podcast to listen to, he loves listening to podcasts and audio books because it’s something that he wants to get better at. But he wouldn’t need it because he’s being pulled by something now; he’s no longer pushing towards anything. There’s something that’s bigger that’s pulling him.

App, Website or Tool that Jas Absolutely Can’t Live Without in Her Business

When asked about online resource that he can’t live without in his business, Jas shared that from a social media perspective, it would be for him, it would be Spotify, the audio platform for him because that’s where he just get his podcast, it’s where he puts out his podcast. It’s the medium that really changed a lot for him personally, from a personal brand perspective. He was not comfortable with video at the start, now he wants 15 cameras around at all times, he’s just having fun with it. He’s seeing how does he connect with people? Do they like this? So he’s having a lot of fun.

At the start, it was the audio platform that really allowed him the comfort in doing it consistently because people didn’t see him, his insecurities didn’t really have to play out as much because it wasn’t visual.

And so, the audio, in general, believe it or not, his number one app that is the most important on his phone is his calculator. It is by far the one app he can’t live without, maybe because there’s a little chip on his shoulders sometimes, all the teachers said, “Well, you can’t go to the grocery, because when you go to the grocery store, you’re not going to have a calculator in your pocket.”But really for him, the calculators, because he’s calculating a lot of numbers all the time for his clients, for himself, he’s putting deals together, if he’s negotiating something, he needs the calculator. And so, he probably uses the calculator the most.

Books That Have Had the Greatest Impact on Jas

When asked about books that have had the biggest impact, Jas shared that he wrote the first book that he would have read would have been The Success Principles: How to Get from Where You Are to Where You Want to Be by Jack Canfield. Jack Canfield is the co author of Chicken Soup for the Soul. It’s a thick book when you look at it and so it’s kind of intimidating for him anyways, because he’s not the kid that was really good with textbooks and stuff in school. He was always drawn to personal development.

He’s in the process of writing his own book right now that should be coming out in 6 to 8 months in the personal development realm, because he was so inspired by so many guys and gals in that field. As he mentioned, a very thick book, looks intimidating. But wow, The Success Principles, the way that he wrote it, it’s really in layman’s terms. He understood it really quickly and then he executed.

And then the second one, he’s sure anybody who’s listening to this podcast has read it, is The 7 Habits of Highly Effective People by Stephen Covey. He just was someone that he followed as much as he could. Social media back when he probably read that book in 2005, there wasn’t really much in the social media world and so he had to do as much research as he can. He picked up his Franklin Covey planner and everything that Dr. Stephen Covey touched; he wanted part of it because he just thought he was such a brilliant, brilliant man. And that book, The Seven Habits, really is something that he probably has read 3 times and listened to the audio version 3 times as well. It’s the one book, along with The Success Principles, both of them; actually, he probably recommend the most to his team, especially his younger interns that are with him now, because he just thinks they’re written very well and most importantly, they’re so timeless.

What Jas is Really Excited About Now!

Jas shared that the one thing that is actually works, they coincide with each other is the working with the people that he’s growing with right now, which he finds very interesting, because his 37 realtors that he has, they’re independent contractors. These guys and gals are stars in their own right and they’re out and about in the world doing their thing. It’s his 10 core staff that’s with him on a daily business on a daily basis that he gets to spend a lot of time with and some of them out of the 10 have been with him for 10 years and others just joined him 2 weeks ago. And so, he’s having a blast watching them grow.

Overall, it’s this book that he’s coming out with that he’s most excited about because it’s his turn now to give back as much as he can. And this book, “Removing Friction, How to Get Out of Your Own Way” is really something he’s excited about, because it’s not a book that he is putting together that’s taken 3 months to put together. It’s still not even done, it’s only 40% complete, but that 40% has taken a year and it’s going to take another year and a half to complete. He’s so excited because there’s so much effort, time being put into this. This is not going to be like a guide, like a quick guide, it’s not something that he’s looking into even having quick sales; he wants longevity with this book.

He wants this to be spoken about like how he just spoke about The Success Principles and The 7 Habits where it’s evergreen; it’s going to last forever. And that’s what he’s very excited about. It’s his story, along with a lot of tactical tips on how to get things done and get out of your own way, because he’s such a big believer that 90% of success, whatever success means to you, is mindset and 10% is the actual mechanics/execution of it.

And the number one thing that he thinks when it comes to mindset, so that 90%, 100% of that 90%, if everyone follows along, it is understanding that you need to get out of your own way, that person that talks to you every second, you’re shutting him up or shutting her up sometimes or allowing them to speak, like that person inside you, really getting in line with that person, and he’s such a big believer in it and he wants to write about it.

Where Can We Find Jas Online

Jas shared listeners can find him at –

Instagram – jastakhar13

LinkedIn – https://www.linkedin.com/in/jastakhar/

Website – www.jastakhar.ca

Quote or Saying that During Times of Adversity Jas Uses

And so, the quote that he probably has lived by, he has embodied it, it was by Dr. Martin Luther King who said that, “You don’t need to see the whole staircase, you just need to see the first step.”

For him, the reason that has always the first time he read it, Dr. Martin Luther King is a very special person. But when he said that and obviously has a lot of other quotes too, but that specific one for him was so important because he thinks so many people get caught up in how much they want to accomplish or what they want to accomplish and it’s usually very big and dreaming big and having big aspirations, that’s amazing and you should. But then most people get stopped, they don’t get started; they never actually take the next step. And when you come to understand that don’t worry if you don’t see the whole staircase, you don’t have to see how it’s all going to unfold, you just got to take that first step because what happens is the right people and all the resources come will come into your life.

Me: Very true. All the people circumstances and events will present themselves to you and it will all line up.

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