Rea Es­tate Guru Glen Coutinho:

澳洲金牌地產代理

Vision Magazine - - Contents - english Text by Jen­nifer hsi Chi­nese Text by lo­tus lee

The Busi­ness of Lov­ing Peo­ple 愛的哲學:澳洲金牌地產代理Glen Coutinho

Glen Coutinho, the Di­rec­tor at RT Edgar Hawthorn brings fam­ily val­ues and a suc­cess mind­set to the real es­tate busi­ness he owns. As a fam­ily-ori­en­tated man, Glen val­ues his time with wife Si­monne, and their five chil­dren, Brooke, Jack, Billy, Ma­son and Jules.

“My fo­cus is to be a great hus­band, amaz­ing fa­ther, and then a great agent,” Glen says with a big earnest smile.

His part­ner­ship with Nick and Paul Walker, brother-in-laws, has spanned three decades. He be­lieves it was his fam­ily that brought him to where he is to­day. His stand­out suc­cess has been built on mak­ing per­sonal life-long con­nec­tions with clients.

農曆雞年伊始,友情客串了不少公司的慶典活動,唯地產公司RT Edgar Hawthorn 舉辦的那次令我感觸很深。

那是一個中餐會,面對為數可觀的華人銷售,老闆格蘭.柯亭厚(Glen Coutinho)出其不意地向每位員工派發了一封中文感謝信,更在致辭中全程使用中文,技驚四座。

格蘭笑著解釋說:「我在電車站巧遇一位熱心的中國女孩,我請她喝咖啡,她花了半小時教會我用中文讀出發言稿,就這樣。」

在當代這個光陰是金的商業圈裡,誰還會挖空心思、動足腦筋,僅僅為了向他人表達關愛和友情呢?眼前的格蘭顯然是個另類。

“Suc­cess is the sum of small ef­forts, re­peated day-in and day-out.

--- Robert Col­lier

人與人之間緊固的連繫,是所有商業模式的基石。

--- Glen Coutinho

“My phi­los­o­phy is this: do some­thing small but spe­cial for your clients ev­ery day and busi­ness comes easy,” says Glen. Glen makes his clients and friends feel im­por­tant. Spe­cial oc­ca­sions such as birth­days and wed­ding an­niver­saries never pass un­no­ticed – small gifts for the chil­dren, flow­ers for the wife and re­minder to hus­bands for their up­com­ing wed­ding an­niver­sary. In­deed, his gen­eros­ity and fine at­ten­tion to de­tail is re­mark­able and ex­ceeds clients’ ex­pec­ta­tions. “I go out of my way to pro­vide a ser­vice to my clients that I don’t think any­one else in the world does.”

As he was spend­ing so much money on flow­ers, he bought his own florist "Scin­tilla Flow­ers" in Can­ter­bury and then part­nered with cof­fee head to open “Black Betty” cof­fee shop to meet his clients.

Glen’s metic­u­lous­ness and gen­uine in­ter­est in his clients have en­abled him to es­tab­lish long-term re­la­tion­ships with them. He says, “We’ve sold for some clients six or seven times and I’m now sell­ing for some of my clients’ chil­dren.” With 30 years in the real es­tate in­dus­try, Glen has proved his knowl­edge and ex­pe­ri­ence of the Melbourne mar­ket, with cus­tomer ser­vice be­ing the key fo­cus of the com­pany.

Ev­ery Satur­day, Glen hosts mul­ti­ple auc­tions in the eastern sub­urbs of Melbourne. How­ever, he is pre­pared to take on any job, any­where. He said, “I’ll go wher­ever my client wants me to go.” Glen val­ues all his clients equally and of­fers the same level of ser­vice to each one: “One sold their flat for $180,000 and the other sold theirs for $8,000,000. Their ser­vice was iden­ti­cal. Both got phone calls ev­ery day dur­ing the cam­paign and re­ceived gifts and flow­ers.”

It’s rarely all smooth sail­ing that brings highly ac­com­plish­ing in­di­vid­u­als to where they are at present. Prior to his cur­rent job, Glen worked with West­pac and Coles Myer in fi­nance, un­til one day he no­ticed a hand­some young man in a fancy con­vert­ible sports car. Cu­ri­ous to find out how he could drive such a car him­self, Glen tailed the man and found him­self at Woodards real es­tate

格蘭自我介紹說,1965 年,他出生在巴林首都麥納麥(Manama Bahrain),是家中長子。70 年代初隨父母移民到澳洲。15歲就學著開始獨立,從餐館幫廚到印廠學徒,再到肉店打工,最後在西太銀行當了個普通職員。

「二十多年前,一個偶然的機會,我正式踏進了房地產公司,並成為該公司最年輕的銷售員。我第一年就獲封『年度最佳銷售新秀』。」格蘭饒有興趣地回憶著當初。

十六年後,格蘭自立門戶,創立 RT Edgar Hawthorn 地產公司,並一躍成為澳洲地產代理領域中排行第四的新巨頭,代理著墨爾本兩百萬至兩千萬以上的豪宅。一次成功的人生轉型,為澳洲地產界增添了一部傳奇式的故事。

在與格蘭的交談中,我發現,與其說成功來自拚搏與天意,倒不如說是來自他內心的愛和善解人意。

「每一個我接觸過的人,都是我的朋友,最後也都變成了我的客戶」。格蘭認為,成功事業的訣竅在於,注重人與人之間最基本的交往。「不論交易大小,我對待每一位生意上的朋友,方式是一樣的,就是誠信和無微不至」。

在格蘭看來,奉獻永遠要超出客戶的期望,把普通的細節做到優秀和卓越,並持續保持在同一水準,這就是高品質的、卓越的客戶服務。

曾當選為Tel­stra年度澳洲女企業主、21歲就開了自己的地產公司的 Kirsty Dun­phey,稱格蘭除了有非常優秀的時間管理系統,這位可信賴的顧問還有著一份特殊的「愛的哲學 (Crazy amounts of love strat­egy)」,「他對客戶關愛有加,我無論如何也無法全部複製過來」。「我很感激你一直陪伴著我,感激這份持久的友誼——19年足以讓你成為我們的家人!」 Peta Demp­ster及家人已經五次將出售房產的代理交到了格蘭手上。

在競爭激烈、高手如雲的澳洲房地產市場,槍手級代理的成功祕訣往往絕不外傳。

「我把精力用在對他人的關愛上,房子只是一個載體。」 格蘭似乎沒甚麼秘密可言,「鮮花、禮物、電話、賀卡……我們的生意也因此源源不斷。」

「每年 11 月 25 日之前,我會手寫近 3000 份聖誕卡。每晚要寫到深夜。」格蘭說:「二十年來我從不間斷」。

「每年我生日那天,格蘭送的鮮花一定如期而至。」 Kirsty女士說。

格蘭常常告誡他的員工,「每一個與你有過交集的人、與你擦身而過的人 ,都非常重要。」這句話就成為 RT Edgar Hawthorn 公司員工進門起必須遵守的待客原則。

“Do some­thing small but spe­cial for your clients ev­ery day and busi­ness comes easy.

--- Glen Coutinho

agency. Dif­fi­cul­ties ac­com­pa­nied him through his first year as a real es­tate agent, how­ever Glen rose above the chal­lenges and soared in his ca­reer with an ea­ger to learn and hard­work­ing at­ti­tude. Af­ter at­tend­ing a Tom Hop­kins course, his earn­ings steadily grew to make him amongst the top earn­ers in Aus­tralia. Af­ter a decade at Hock­ingstu­art he re­branded to Vic­to­ria’s pre­mium agency RT Edgar un­der the lead­er­ship of Jeremy Fox and War­wick An­der­son.

To­day, 90% of Glen’s busi­ness comes from re­fer­rals and rec­om­men­da­tions, at­tract­ing buy­ers through­out Melbourne. “Ev­ery per­son I meet is im­por­tant,” he said. He gen­uinely cares for the peo­ple he meets along the way. While on a cruise to the Ba­hamas, Glen showed his re­spects to ev­ery­one he en­coun­tered and caught up via thank you letters to the staff, and friendly mes­sages to his fel­low trav­ellers.

Apart from real es­tate, some of the most im­por­tant work Glen does is vol­un­teer­ing at char­i­ta­ble or­gan­i­sa­tions, con­duct­ing auc­tions for the chil­dren’s hospi­tal, leukemia foun­da­tion or lo­cal school boards. He is also a keen foot­ball fan, often at­tend­ing Carl­ton games with his chil­dren. In ad­di­tion, Glen as­sists his clients dur­ing dif­fi­cult times, giv­ing back to those who have helped him to suc­ceed.

"Even in post-boom pe­ri­ods, well po­si­tioned prop­erty is al­ways in de­mand. A good es­tate agent un­der­stands this and will do his best to en­sure owner's ex­pec­ta­tions are met when their prop­erty goes to mar­ket." In 2015, RT Edgar was voted “Best Sales Of­fice” in Boroon­dara. Glen was awarded Aus­tralia’s #4 Best Agent in 2012, voted No. 1 in Vic­to­ria for cus­tomer ser­vice, con­ducted Chan­nel 9 The Block a num­ber of times and is a highly dec­o­rated agent, along with nu­mer­ous other awards through­out the years, rang­ing from Auc­tion­eer of the Year fi­nal­ist to Top 10 In­di­vid­ual agents in the coun­try. Glen fre­quently speaks at con­fer­ences in Aus­tralia and New Zealand as an ac­com­plished staff trainer, and he aims to give speeches in the United States in the fu­ture.

公司員工。

格蘭及 RT Edgar 兩位董事 Paul Walker(左)及Nick Walker(中)。 Glen and Si­monne, his life part­ner for over 30 years.

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