Cindy Bleiel: The Art of Patience in Real Estate

REE #245 Transcript

[00:00:00] Cindy Bleiel: You have to be willing to go into the office, go talk to the agents, and ask them, "Hey, can I sit with you on an open house? Can I go on a listing appointment with you?" Just so you can kind of get a feel for what that looks like. And how does that, you know—just kind of be a shadow. I really do believe in going into the office, too. I think that, just in general business, with all the work-from-home setups, these employees don't get what they need when they're just starting off. They're not getting what they need. You don’t know what you don’t—

[00:00:32] Tracy Hayes: —know. Hey, welcome back to the Real Estate Excellence Podcast. I have a former high school secretary who is now a successful real estate agent. She's consistently on the shortlist for production at her brokerage, Coldwell Banker Vanguard Realty. With over 10 years of experience as a real estate agent, she prides herself on her client-centric approach, patience, responsiveness, and attention to detail. These are the cornerstones of her career and what makes her one of the best in real estate. I am excited to hear her story, her experiences, and her real estate journey. Let's welcome Cindy Bleiel to the show. Did I get it right?

[00:01:20] Cindy Bleiel: Yes, you did.

[00:01:21] Tracy Hayes: I'm glad to have you on. Obviously, I go through everyone's social media, and I started with LinkedIn. You have a great LinkedIn profile! Too many real estate agents don’t, so for those listening right now, if you don't have a good LinkedIn profile, you need to, because people are searching for you. We're going to talk about that today and the importance of creating content. But I'm curious about your story—going from a high school secretary, which I think we all know and have experienced at some time in our lives, to branching over into real estate.

I’m really curious about that story. From what I saw on your LinkedIn—correct me if I’m wrong—it looks like you had almost 20 years in administrative assistant roles. I’m curious how you transitioned into real estate. Welcome to the show! Tell us a little about growing up in—

[00:02:40] Tracy Hayes: —Pennsylvania.

[00:02:41] Cindy Bleiel: Yes, I am originally from Pittsburgh, Pennsylvania—born and raised there. I loved it. I met my husband there, had my kids there. I started off in suburban areas, but then my family decided they wanted to move out to a small farm.

[00:02:59] Tracy Hayes: I kind of want to do that right now myself.

[00:03:04] Cindy Bleiel: Although, you know, when you're young, they trick you. They go, "Do you want a horse?" And what kid doesn’t want a horse, right? Yes, I want a horse! But do you know what work comes with getting a horse? Do you know what time—

[00:03:14] Tracy Hayes: —you have to get up? Yeah.

[00:03:16] Cindy Bleiel: Yeah, so I got it. But that was fine. We loved it. We moved out to a small farm—14 acres. I got a horse, my brother got a horse, and we had cows. Eventually, we got away from having horses, but we were showing animals at the county fair. So, I’ve kind of been through that whole animal thing.

[00:03:38] Tracy Hayes: That’s an interesting part! Obviously, it’s not on your LinkedIn profile, that little part. People don’t realize what life is like when you live on even the smallest of farms. Maybe you’ve just got a few cows or a couple of horses, but you’ve got to get up early in the morning to feed the chickens, or whatever it is.

[00:03:53] Cindy Bleiel: Yeah. People didn’t realize—unless they really knew me—that before I even got to school, I’d already spent an hour at the barn mucking stalls, feeding the animals, and getting everything ready. Then I came up, got myself together, and went off to school.

[00:04:08] Tracy Hayes: Was this still in Pennsylvania?

[00:04:09] Cindy Bleiel: Yes.

[00:04:10] Tracy Hayes: So, there’s a good part of the year when it’s not so fun to get up before the sun.

[00:04:15] Cindy Bleiel: No. You’re putting on boots, heavy coats, and chipping ice.

[00:04:30] Tracy Hayes: Yeah. Wow. Well, you know, we were talking about grit earlier. That takes a lot—a lot of grit, a lot of commitment. There's no doubt about it. I'm sure there were some mornings where your parents were like, "Get your butts out of bed. You've got to get going, you know, go feed the horses. They're hungry."

[00:04:43] Cindy Bleiel: Actually, we really got ourselves up and did it. We were committed. Yeah. They were still sleeping. I mean, I remember one time the cow was having a calf, and I was down there feeding. I'm like, "Oh my gosh!" It wasn’t doing well, so I ran up and woke my parents. I was like, "You’ve got to come down and help this cow have its calf!"

[00:05:02] Tracy Hayes: Wow.

[00:05:03] Cindy Bleiel: So, yeah. And then, when I showed steers at the county fair—it’s like, you don’t just go and get a steer and then show it. You have to walk it miles each day and train it. There's a lot that goes into it, so you have to be committed to that.

[00:05:17] Tracy Hayes: Yeah.

[00:05:19] Cindy Bleiel: It’s interesting.

[00:05:20] Tracy Hayes: Yeah. So, if I saw correctly, you eventually moved to South Carolina?

[00:05:24] Cindy Bleiel: Yes. So, I met my husband in Pittsburgh. We got married, had kids. He was more interested in moving at first than I was. I liked being close to family with the kids, but I finally said, "Okay, if we're going to move, I want to move somewhere without cold weather." So, we ended up in South Carolina, in the Columbia area. We loved it there. The kids loved it there, and it was great.

But then his job—he works for a bank—went into receivership. So, he needed a new job, which brought us to Jacksonville. We’ve been here ever since, 17 years now.

[00:06:02] Tracy Hayes: All right. So that brings us back. I guess your first job when you came here was working for Clay County, if I’m doing my calculations and remembering what was on LinkedIn. But as a young Cindy, 18 or 19 years old, what did you envision for yourself career-wise at that time?

[00:06:23] Cindy Bleiel: Back then, people were either going the college route—business or trade school. I wasn’t certain I was going to college, so I went the business route. I attended a very well-known business school in downtown Pittsburgh and decided to go that way. That’s what put me into administrative assistant work.

From there, I grew through the years, working for companies throughout Pittsburgh. It helped build my background and knowledge. Later, I decided to stay home with the kids for a while.

[00:07:03] Tracy Hayes: Yeah.

[00:07:04] Cindy Bleiel: I did some odds and ends jobs—never really not working, just working different hours so I could be with the kids during the day. My husband had them at night and on weekends, so we were always there for them. I picked up some other jobs here and there. At one point in South Carolina, I even did photography for real estate agents.

[00:07:24] Tracy Hayes: Oh, so you got a little taste of that! Was that kind of your first introduction to—

[00:07:25] Cindy Bleiel: —of what a real estate agent does. Yes.

[00:07:27] Tracy Hayes: Okay. No one in your family had been a real estate agent before or anything like that?

[00:07:31] Cindy Bleiel: No.

[00:07:32] Tracy Hayes: Okay. That water is for you in case you need it. Yeah, I see you’ve got your cup too. Madam, we’ve got cups here for you.

[00:07:38] Cindy Bleiel: Thank you.

[00:07:39] Tracy Hayes: I’m going to take a moment to talk about my sponsor, as always. Everyone knows Remi Graphics makes these great mugs for me. You’ve got a hot pink one in your bag. Remi Graphics—remigraphics.com. They’re local, and they’ll even make one-offs for you. They have many other laser-engraved gifts.

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[00:08:00] Tracy Hayes: Now, you were working as an administrative assistant—broadly speaking—though I’m sure there were different roles at different companies. You can describe those for us, but administrative assistants often have a stereotypical image. The reality, though, is that they do a wide variety of things depending on the company, who they’re working for, and the specific roles they fill.

It’s similar to today when people hire virtual assistants. What someone wants their assistant to do can vary widely. For me, it might be one thing, but for someone else, it’s totally different. What are some of the experiences and skills you developed in those roles that you’ve carried forward to what you’re doing now? It could be things like organization or dealing with people—or maybe even some of the challenges you had to overcome in those roles.

[00:09:02] Cindy Bleiel: Right. Well, when I worked in Pittsburgh, I was with one company for 10 years and held many different roles during that time. I worked on a team with three different supervisors, all of whom had different expectations and challenges.

I remember one instance when my main boss had me taking notes for a meeting so I could write up the minutes. Then, as soon as I stepped out, another supervisor was on me, saying, “Where have you been? I need this done.” So, I’d have to stay calm and say, “Okay, what do you need? Let’s get it done.”

[00:09:36] Tracy Hayes: Yeah.

[00:09:37] Cindy Bleiel: I think it’s important to stay calm, take their anxiousness, and diffuse it. Just say, “Okay, I’m here now. What can we do? Let’s get it done.” Working in the school system was similar—you’re dealing with not only kids but also parents. Parents come in with all kinds of emotions: they’re upset, they’re happy, or they’re picking up a sick child. You have to navigate those differences.

And then there’s the generational aspect, too. You’re interacting with people from different backgrounds, all with varying expectations.

[00:10:13] Tracy Hayes: Did you find yourself needing to be that “even keel” person? Like you mentioned earlier, you’ve got one supervisor asking you to take notes for a meeting, and then you step out, and another person—who doesn’t realize they’re sharing you with others—needs something from you right away. You’re managing other people’s pressures and anxieties, whether it’s parents or coworkers. Sometimes they even take it out on you a little. It sounds like you learned to brush that off, let it roll off your back, and realize they weren’t actually angry at you, right?

[00:10:40] Cindy Bleiel: Right. They’re not mad at you. They’re just dealing with their own situations. I would stay calm and say, “Okay, how may I help you? Let’s get through this.” Sometimes, I didn’t have the answer, but I’d say, “I know where I can get that answer.” I wouldn’t just brush them off and say, “Go see this person.” Instead, I’d follow up to learn the answer myself, so I’d be prepared the next time someone asked me the same question.

[00:11:20] Tracy Hayes: That sounds like a perfect skill set for a real estate agent! You were in Clay County Schools for almost five years. Did you work at the same school the entire time?

[00:11:30] Cindy Bleiel: No, I started at Oakleaf Junior High, then moved to Oakleaf High School for my final years there. I was in the front office, so I was basically the face of the high school when people walked in.

[00:12:00] Tracy Hayes: High schools now typically have two or three people in the front office. Were you managing others?

[00:12:12] Cindy Bleiel: I was pretty much the only person at the front desk. I was there when the school first opened, so it was just me at first. Later, we started having students come up to help out in the office. I’d oversee them, assigning office tasks to a rotating group of students who helped during different periods.

[00:12:30] Tracy Hayes: Speaking of kids, I want to circle back to something you mentioned earlier. You pretty much—

[00:12:44] Tracy Hayes: So, you finished high school, and some people were heading off to college. You chose to go to a business school. If I heard correctly, was it a business school for women in particular?

[00:12:53] Cindy Bleiel: Well, back then, it was probably mostly women, but it wasn’t specifically for women.

[00:12:59] Tracy Hayes: I see. So, what’s your take on that now? You’ve been involved in schools, had your own kids go through the system, and you’ve seen where society is today. It seems like not enough people are choosing that path. To me, business school is a trade school—it’s not carpentry, but it’s training for administrative roles with modern technology.

Kids today are learning PowerPoint, Microsoft tools, and now AI is here. AI isn’t going anywhere, so they might as well get ahead of it. I think schools should offer AI classes in high school now. What’s your opinion on that, and how did business school prepare you for the next 20 years of your career?

[00:13:47] Cindy Bleiel: It was the right choice for me, and I appreciated the preparation it gave me. In high school, I had the option to choose my path as early as 10th grade. I could’ve changed my mind, of course, but I was already being prepped for what I wanted to do. Back then, if you chose a trade, you went to trade school to learn welding, woodworking, mechanics. If you chose business, you focused on typing, accounting, and even shorthand.

[00:14:17] Tracy Hayes: Shorthand—that’s a unique skill! It’s almost like a lost art. Most kids today wouldn’t even know what you’re talking about.

[00:14:23] Cindy Bleiel: Exactly. I’m aging myself here, but yes, shorthand was part of it. After high school, you could either go to a reputable business school, like the one we had in Pittsburgh, or pursue a two-year associate degree in business.

[00:14:40] Tracy Hayes: It’s my personal opinion, but I think there are certain skills that we’ve seen benefit people over time—practical skills that can make someone better at what they do. Those early lessons helped you produce better results, get promoted, and succeed.

[00:15:24] Cindy Bleiel: Right, exactly. I wish schools would reintroduce some differentiation in education. Not everyone has to go to college. Trade schools offer great opportunities, and those students can make a lot of money. If high schools could prepare students for trade schools, it would give them a much better start.

[00:15:47] Tracy Hayes: Absolutely. Today, AI is a game changer. I’ve been dabbling in it myself. A couple of years ago, Marki Lemons introduced me to ChatGPT at a real estate camp. It had just launched in early 2022. I dabbled with it, but recently, one of my guests suggested using AI for Instagram captions. I’ve started telling it what I want in plain terms, and it figures it out. For example, when I upload transcripts from the show, it reads them, picks out relevant parts, and generates better captions.

I even rewrote a course for Florida Realtors using AI. I uploaded the current course, explained the changes we needed, and it formatted everything professionally. It speeds up the whole process!

[00:17:01] Cindy Bleiel: It’s helpful in real estate, too. I had a client facing foreclosure, and I was trying to communicate with their attorney. They came back with a response, and I put it into ChatGPT. I told it what I needed, and it produced a beautifully written reply. A title attorney I shared it with even asked if I had pre-written it. I told her, “Nope, ChatGPT!”

[00:17:31] Tracy Hayes: Exactly. It’s worth the $20 for the premium version. You can upload documents, ask it to analyze them, and get polished responses.

[00:17:38] Cindy Bleiel: Absolutely. It’s great for writing property descriptions, too. But you have to be careful—it can get overly adjective-heavy.

[00:17:53] Tracy Hayes: True. I’ve played with some GPT tools for logo creation and gotten frustrated. But for agents, especially when communicating with clients via text or email, it’s a game changer. If you’re not great at writing, you can put your message into ChatGPT, explain what you’re trying to convey, and it’ll rephrase it professionally. It makes you look brilliant.

[00:19:37] Cindy Bleiel: Right. And you can even tell it to create a call to action. You write, “Take this and give me a strong closing line,” and it does exactly that.

[00:19:49] Tracy Hayes: Exactly. If you’re not leveraging—

[00:20:00] Tracy Hayes: Even the basics, but it's definitely becoming a necessity—not just in real estate, but in all aspects. All right, so what high school did you finish up at?

[00:20:08] Cindy Bleiel: Oakleaf. Oakleaf High School.

[00:20:11] Tracy Hayes: Oakleaf High School. So, what triggers you to consider real estate? What happens in your life that leads to the transition from administrative assistant or high school secretary to real estate?

[00:20:16] Cindy Bleiel: One of the reasons I went to work at the schools was because when we moved here, my kids were still in school. I wanted to have summers off with them because I felt, as teenagers, they needed guidance.

[00:20:34] Tracy Hayes: Summers go by so fast—between camps, activities, and everything else.

[00:20:38] Cindy Bleiel: Exactly. I thought it was a good way to spend time with them while having summers off. But then, as my youngest was getting ready to graduate high school, I started thinking, "I want something full-time." I wasn’t sure if I wanted to stay in the high school environment full-time. I was ready for a career change. A friend of mine was in real estate, and I thought, “That seems nice. It’s flexible but still professional. I think I have the skillset for this.” So, I decided to go into real estate.

[00:21:11] Tracy Hayes: All right, I’m going to use your words right back at you. When you first started—your first day, week, or month—did you actually have the skillset?

[00:21:19] Cindy Bleiel: Well, the classes don’t really teach you all the skills. They teach you the basics, but—

[00:21:25] Tracy Hayes: Let me reverse that question. Now that you’ve been in real estate for 11 years, did you have the skills back then?

[00:21:29] Cindy Bleiel: I had some of them.

[00:21:31] Tracy Hayes: Some of them, right?

[00:21:33] Cindy Bleiel: Yes, I had some of them. I knew I could do it, but it was about figuring out how to do it. You walk out of the classes thinking, "Now what? How do I get customers? How do I work a deal once I get a customer?" I remember when I closed my first deal, I was so excited. I told my broker, "I closed my first deal!" He congratulated me but then said, “Great! Now you’re unemployed again. What’s next?”

[00:22:15] Tracy Hayes: That’s so true. People don’t realize that if they’ve never worked on commission. You can have a great month, but then it’s like, “Okay, now you have to do it all over again.”

[00:22:23] Cindy Bleiel: Exactly. And when you’re new, you spend a lot of time trying to figure out where to get leads. You start paying for leads, often investing money you don’t really have yet. And sometimes, you get leads but don’t know how to work them. Eventually, I switched brokerage firms and learned how to work referrals, build my database, and connect with past customers to generate more business.

[00:23:07] Tracy Hayes: Let’s dig into that first brokerage. You don’t have to name names unless you want to. What made you choose them initially?

[00:23:26] Cindy Bleiel: I chose them because they were five minutes from my house. They were well-known in Northeast Florida, though not a national company. I went in, met with them, and thought it seemed like a good fit.

[00:23:43] Tracy Hayes: Did you talk to anyone else before deciding?

[00:23:44] Cindy Bleiel: No, not really. I had a friend who worked there, so I thought I’d give it a try. But I only stayed there about a year and a half before switching.

[00:23:56] Tracy Hayes: This is a topic I bring up on every show. I believe many real estate careers are made or lost at that first step. Some people survive no matter what because they have grit. Others need more structure, guidance, coaching, or training, and if they don’t get it, they go months without a deal and end up going back to a W-2 job.

It sounds like you stuck it out for a year and a half. Were you able to build some business during that time?

[00:24:49] Cindy Bleiel: Oh, yes. I definitely started building business. There were some great agents in that office, and I got a lot of tips and help from them. I was determined and enjoyed working with customers, but I realized I needed to find a place that would help me grow into a better agent. That’s when I landed at Coldwell Banker. They had systems in place that really helped me.

[00:25:29] Tracy Hayes: That’s why I need to write this book—because every agent comes from a different background, but their journeys often follow similar paths. After a year and a half, did you feel like you were maxing out what you could achieve there? Were you not growing personally as an agent?

[00:26:07] Tracy Hayes: Growing in your business—you already felt like you hit a ceiling at that point?

[00:26:16] Cindy Bleiel: Yes, I didn’t think they could provide me with anything additional to grow my business, give me more knowledge, or help me become a better agent. I needed to find someone who could help me do that.

[00:26:25] Tracy Hayes: Right. It happens all the time. I’ve noticed that when agents move brokerages, it’s often because they’ve realized they’re not growing anymore. And while there are many great brokerages and brokers out there, not all of them manage the culture effectively. A good broker isn’t just about pouring knowledge into you—they also need to create a culture that fosters growth.

For instance, after 18 months, if your production levels off, the broker should be asking, "What can we do for Cindy to help her grow?" It’s about continuously adding value, adapting to what you need at different stages, like an evolving relationship with a child—infant, middle schooler, high schooler. That’s how brokers ensure their agents stay long-term, which is their return on investment.

[00:27:28] Cindy Bleiel: Exactly.

[00:27:29] Tracy Hayes: That’s the greatest challenge for brokers—continuing to add value as their agents grow. That’s probably why you decided to make a change, which is a common reason agents move brokerages.

[00:28:00] Cindy Bleiel: Yes, and I’ve loved being at Coldwell Banker. I don’t plan to leave anytime soon because they continuously provide value.

[00:28:09] Tracy Hayes: You’ve got a great broker, Kim Knapp, right?

[00:28:11] Cindy Bleiel: Yes, Kim is incredible. She’s deeply involved in the real estate industry, both locally and nationally. She’s constantly out there, learning and sharing what she learns with us.

[00:28:25] Tracy Hayes: I can imagine what she brings to the table. She’s very active in the industry.

[00:28:29] Cindy Bleiel: Absolutely. This morning, I was listening to a Zoom meeting she was hosting while driving here. She keeps us updated, motivated, and informed about the market and how we can better serve our clients.

[00:28:50] Tracy Hayes: That’s so important because there’s so much information out there. For example, Jared James is speaking at RE Bar Camp. He puts out so much useful content. Agents need someone to curate that information for them because they don’t have the time to research everything themselves. A good broker feeds you the knowledge you need to have intelligent conversations with your clients.

[00:29:12] Cindy Bleiel: Exactly. With all the recent changes—like the buyer broker agreement and new forms—staying updated is critical. In Northeast Florida, for instance, we never used the "as-is" FAR/BAR contract before, but now we do. Some agents at smaller brokerages might not even know about these updates, and that can complicate transactions.

[00:29:46] Tracy Hayes: That’s the challenge of boutique brokerages. If the broker isn’t proactive about these changes, their agents might not get the information they need. A broker’s aptitude for staying informed directly impacts the support they can provide their agents.

[00:30:15] Cindy Bleiel: Absolutely. When people ask me about the buyer broker agreement, I tell them, “It’s fine. It’s going to be fine.” It just defines the relationship a little more clearly. Now, we can attach real value to what we’re doing for buyers. They understand what we do, especially when we sit down and explain it in detail.

[00:30:40] Tracy Hayes: Many agents are finding they’re making more money per transaction now because they’re being straightforward about their value proposition. The buyer broker agreement forces you to explain your role clearly, and that transparency benefits everyone.

[00:31:19] Cindy Bleiel: I agree. I’ve always sat down with buyers before showing them properties to explain the process, but now it goes even deeper. It’s not just about finding a property—it’s about protecting them through the entire transaction. Without an agent, buyers could easily lose money or miss important deadlines.

[00:32:59] Tracy Hayes: Are you still running into agents who don’t fully understand the new contracts or aren’t filling them out correctly?

[00:33:20] Cindy Bleiel: Yes, especially agents who only do a few deals a year. If they wrote their last deal in the spring and haven’t done anything since August, they might not even know the paperwork has changed. I’ve encountered agents who are unaware of the updates, and it becomes a challenge to keep the transaction moving smoothly.

[00:34:27] Tracy Hayes: When listing a property, are you upfront about the compensation offered to the buyer’s side, or do you wait for offers to come in?

[00:34:40] Cindy Bleiel: It depends on the seller. Most of my sellers set a number they’re willing to offer, so we advertise that upfront. Coldwell Banker even has a website where we list those details. But if a seller prefers to keep it negotiable, we note that and ask buyers’ agents to include their request in the offer.

[00:35:22] Tracy Hayes: That makes sense. Negotiation has become an even more critical skill in this environment. What’s your approach to negotiation? What makes you effective at it?

[00:36:08] Cindy Bleiel: First, I don’t take anything personally—it’s not my money or my house. My role is to facilitate the transaction and ensure both sides feel like they’ve won something. That helps create a smoother process overall. Early in my career, I would get worked up over inspections or other issues, but I’ve learned to focus on the facts and keep emotions out of it.

[00:37:20] Cindy Bleiel: When issues arise, I try to keep things realistic. For example, if there’s a repair request, I present it to the seller like, “Okay, here’s the inspection report and what the buyer is asking for.” Then, if it’s a minor issue, I might ask, “Are you really willing to lose this sale over $500?” Often, we can find a compromise, like splitting the cost. It’s about putting things into perspective.

[00:37:34] Tracy Hayes: That’s something you learn over time in sales—how to deal with people. Coming from the structured corporate world into real estate, you’ve had to adapt. In real estate, you deal with all sorts of emotions. Sometimes buyers or sellers are venting because they’ve had a bad day, an argument, or they’re stressed.

It’s similar to what you experienced as a high school secretary, where you had to brush things off and stay professional. In real estate, if you approach situations calmly and strategically—like finding out what repairs will actually cost—it often diffuses the tension. Instead of reacting emotionally, you step back and present the facts. That’s key.

[00:39:05] Cindy Bleiel: Exactly. I had a seller recently who had only been in their home for a year. They needed to move and were already upset about taking a loss. Then the inspection report came back with minor issues. I knew they were anxious, so when I sent them the report, I let them vent. But I also followed up quickly with the repair request, which was very reasonable.

The seller was ready to refuse any repairs, but once I showed them how minor the requests were, they calmed down and said, “Okay, I can do this.” It’s all about how you present it and keeping the emotions in check.

[00:40:14] Tracy Hayes: That’s so important. People like me sometimes react too quickly. I’ve learned to take a step back—read the email, but don’t respond immediately. Take a moment, go for a walk, grab a drink, and then respond with a clear mind. It’s critical in emotional situations like buying or selling a home.

[00:40:50] Cindy Bleiel: Exactly. The process is emotional for everyone. Sellers are wondering if they’re making enough money to move forward. Buyers are questioning whether they can truly afford the house. Some people move forward easily, but others get stressed over the smallest details. I had a buyer once call me, completely overwhelmed, saying, “I don’t think I can do this.” I calmly walked her through the situation, reassured her, and by the end of the call, she was ready to move forward.

[00:41:39] Tracy Hayes: That’s where the underestimated skill of real estate counseling comes in. The clickbait headlines and sensationalized media often downgrade the role of real estate agents, but great agents act like counselors or psychologists. You held on to information strategically, presented it when the time was right, and softened the blow. That’s something many people don’t recognize about great agents.

[00:42:51] Cindy Bleiel: Absolutely. Many people think we just shuffle paperwork and open doors to houses, but there’s so much more to it. You have to understand your clients’ needs and reactions and help them stay calm through the process. It’s not just about showing homes—it’s about being a steady guide through an emotional journey.

[00:43:10] Tracy Hayes: Every deal seems to have its challenges these days. Whether it’s issues with the house, title work, loans, or unexpected demands, agents are constantly thrown curveballs. That’s where grit comes in—dealing with tough situations and difficult people while staying professional.

[00:44:00] Cindy Bleiel: Exactly. In real estate, there’s no HR department to mediate for you. You’re out there dealing with people directly, and sometimes you have to decide whether to keep working with a challenging client or let them go. But to make a living, you learn to handle those edges, to navigate all the unpredictable problems that arise during transactions.

[00:45:20] Tracy Hayes: I like to say that great real estate agents operate with LLC: Love, Laughter, and Consistency. Tell me, why do you love what you do?

[00:45:34] Cindy Bleiel: I truly love helping people. Seeing someone’s dream come true—whether it’s getting their dream home or moving into the right school district for their kids—is incredibly rewarding. When clients tell me how happy they are at the end of a transaction, it makes everything worthwhile. I love being there for people during one of the biggest decisions of their lives and helping them get through it as smoothly as possible.

[00:46:19] Tracy Hayes: That’s incredible. We often underestimate the challenges people face in life—financial struggles, setbacks, job losses—but buying or selling a home is often one of the most stressful experiences.

[00:46:40] Tracy Hayes: We don’t always know what challenges people have faced to get to where they are. Maybe they’ve been battling for years to get into a specific school district or make a financial situation work. Then, you’re the one who helps them make it happen. That’s huge because we can’t fully understand how long they’ve been thinking about or struggling with these issues.

[00:46:56] Cindy Bleiel: Exactly. And a lot of times, we don’t know their full financial situation. Maybe they’re buying their first house, trying to save up, or navigating loan options. I love being able to offer solutions like, “Hey, this lender has this program. Let’s see if it works for you.” If one option doesn’t work out, I can connect them with someone else. Eventually, we get them where they need to be. When the seller is flexible and everything aligns, it’s incredibly rewarding to make it all come together.

[00:47:34] Tracy Hayes: Making the deal happen.

[00:47:35] Cindy Bleiel: Exactly.

[00:47:36] Tracy Hayes: Now for the laughter part—this one’s a little more challenging. Every real estate agent has moments where they question their career, especially after a string of setbacks. Maybe there was a time something went so wrong that you thought about quitting, but now you can laugh about it. What’s a memorable experience like that for you?

[00:48:17] Cindy Bleiel: Oh, definitely. When I first started, it was mostly with buyers. I’d show them properties, spend so much time with them, and then suddenly, they’d say, “Oh, we found a house we love!” And it wasn’t with me. I’d think, “What?! You did what?”

You just have to dust yourself off and move on. Those early experiences taught me how to handle things differently next time. Buyer broker agreements have helped a lot with situations like that.

[00:48:56] Tracy Hayes: Or when it’s a friend or relative who says, “Oh yeah, we just bought a house,” and you’re like, “You know I’ve been in real estate for 11 years, right?”

[00:49:08] Cindy Bleiel: Exactly! Or when someone goes to a new build and doesn’t even think to use you. You have to let it go. Be happy for them and move on. If you let it get to you, you’d quit the business. But there’s so much business out there.

[00:49:34] Tracy Hayes: There’s definitely plenty of business. Northeast Florida alone transacts billions of dollars in real estate every year. Sometimes people don’t use you because they’re too close to you and don’t want you to know certain personal details, like their finances. But then there are others who wouldn’t dream of working with anyone else.

[00:50:32] Cindy Bleiel: Exactly. And when you’re working your sphere, you learn that some people just aren’t the referring type, while others will tell everyone, “You’ve got to use Cindy!” I focus on being happy for everyone, no matter how they get to their next step.

[00:51:13] Tracy Hayes: Consistency is key in this business. What’s something you’re consistently doing—whether it’s something you learned early on or something that’s evolved over time—that’s become foundational for your business?

[00:51:39] Cindy Bleiel: It’s working my database, which I really learned when I joined Coldwell Banker. I’ve focused on keeping in touch, asking for referrals, and staying top of mind. Sometimes, being the last person to contact someone before they make a decision is enough to secure their business.

[00:52:06] Tracy Hayes: That’s so true. What are some specific ways you stay in touch with your database?

[00:52:07] Cindy Bleiel: I send monthly emails with items of value, like community events or market updates. I also send physical mail—things like real estate tips or fun content. On top of that, I write personal notes, make phone calls, and even conduct real estate reviews for past clients.

[00:52:40] Tracy Hayes: Do you have a set routine for how often you reach out to past clients?

[00:52:52] Cindy Bleiel: I don’t have an exact number, but I make sure to touch base multiple times in the first year after they buy. For example, I send reminders about filing for homestead exemption and check in on anniversaries with a “Happy House Anniversary” card. It’s about staying connected.

[00:53:24] Tracy Hayes: Are you leveraging a CRM for all this, or is it more manual?

[00:53:29] Cindy Bleiel: A bit of both. I use my CRM to organize groups and track touches, but I also handle a lot manually.

[00:53:47] Tracy Hayes: When you started working your database, did you notice your business ramping up?

[00:53:50] Cindy Bleiel: Absolutely. Early on, I was spending money on leads and trying to figure out where to find clients. Now, my business is referral-based. It’s empowering when someone calls about buying a zip code or a lead service, and I can confidently say, “Thanks, but my business is referral-based.”

[00:54:40] Tracy Hayes: Consistency in touching your database is so important, especially in real estate. You’re not selling something people buy every week—you’re helping with a major decision they might make once every few years. But staying top of mind ensures that when the time comes, they think of you.

[00:56:00] Tracy Hayes: You know, every agent has those customers they’ve worked with multiple times—not just buying and selling but also through referrals. Consistency in contacting your database is so important. For agents listening, especially those in their first year, can you talk about what you’ve learned about establishing that routine? It may not bear fruit for years, but it pays off in the long run.

Ryan Serhant, in his first book, tells a story about consistently sending postcards to someone early in his career. Years later, out of the blue, that person called him to buy a $17 million property. He calculated the commission and broke it down—realized it was like $200 a day from the time he met them to the time they bought. It’s all about consistency. Do you have a success story that highlights the importance of this approach?

[00:57:04] Cindy Bleiel: Absolutely. It’s not about instant gratification. Sometimes, it’s three years down the line when you get a call saying, “I’m ready to move,” or “I need to buy a second home.”

I recently had a client I sold a townhouse to about 10 years ago—back when I was with my first brokerage. He was in the military, so he moved around a lot. Even though I hadn’t seen him for years, I kept him on my email list. Over the years, he referred other military folks to me. Then, just recently, he moved back to Jacksonville and called me to help him buy another property. It’s because I stayed in touch.

[00:57:54] Tracy Hayes: That’s such a great example. Working leads can be draining, but staying consistent with your database is more rewarding in the long run. Lead generation is tough—it can burn you out, especially if you’re chasing leads all day and dealing with the pressure of instant responses.

[00:58:34] Cindy Bleiel: Absolutely. You put so much work into leads that might not even turn into anything. Some people accidentally click a button online, or they’re just being nosy. Others aren’t pre-approved, and by the time they get qualified, it could take months or even years. It’s a lot of hand-holding.

[00:59:16] Tracy Hayes: Exactly. For agents listening, what Cindy is saying is to get started on building your list now. Yes, it requires organization and consistency, but it’s far more cost-effective than paying for leads. Plus, you’re building relationships with people who already know and trust you, which is invaluable.

[01:00:06] Cindy Bleiel: The cost of lead generation programs is ridiculously high, and the time investment is even greater. Sometimes, you spend a year working with someone before they’re ready to buy.

[01:00:25] Tracy Hayes: In today’s market, with listings increasing and longer days on the market, what are two or three things agents need to do differently compared to two years ago when everything sold instantly?

[01:00:57] Cindy Bleiel: Agents need to truly understand the market and convey that knowledge to their clients. It’s about being upfront and honest with sellers. Start with, “Here’s where the market is right now. Here’s where price points are. Overpricing is not the way to go.”

Have those tough conversations early. For example, if a house gets showings but no offers, that’s a sign something is off. Having a plan in place with the seller from the beginning makes it easier to adjust later. If the market isn’t responding as expected, they’ll be more willing to work with you because you’ve already prepared them for that possibility.

[01:02:07] Tracy Hayes: Do you think it’s important to address things like the condition of the house upfront?

[01:02:19] Cindy Bleiel: Absolutely. It’s critical to identify and address any issues before listing.

[01:02:40] Tracy Hayes: Houses under $400,000 in decent condition aren’t lasting long because we still have a lot of first-time homebuyers trying to get in. They’re often more realistic and flexible than someone looking for their “forever home.” But for homes priced between $400,000 and $700,000, overpricing by $20,000 or so can cause them to sit longer—especially in areas with a lot of comparables. Is that one of the main reasons some homes are sitting longer on the market?

[01:03:09] Cindy Bleiel: Absolutely. Many sellers are still pricing their homes based on what happened in 2021 when houses were selling for well over asking price. The market moved up so fast, and sellers are saying, “But my neighbor got this much!” Unfortunately, interest rates have gone up, prices have stayed high, and buyers aren’t willing to pay inflated prices.

Overpricing doesn’t work anymore. Sellers sometimes think, “I’ll price high because buyers will negotiate down,” but that’s not today’s reality. If you price it right, it’ll generate interest, and you’ll likely get offers close to your asking price.

[01:03:51] Tracy Hayes: Exactly. A good buyer’s agent will educate their clients about why a house is priced fairly and why it’s not the time for lowball offers. If both sides are properly educated, the transaction runs much more smoothly.

[01:04:42] Cindy Bleiel: Yes. With buyers, I always have a conversation with their lender before we submit an offer. I want to ensure the buyer can afford the house and understand the price point. If they need assistance with closing costs, we might need to offer a little more to offset that. Educating both buyers and sellers is essential.

[01:05:22] Tracy Hayes: Whether you’re representing buyers or sellers, having the facts at your fingertips is critical. That’s especially true for new agents.

[01:05:38] Cindy Bleiel: Absolutely.

[01:05:39] Tracy Hayes: For someone new to the industry, maybe thinking about getting their license, what advice would you give them before they even sign up with their first brokerage?

[01:06:40] Cindy Bleiel: I’d recommend they talk to multiple real estate agents first. Most people know someone in the business, so sit down with them and have a real conversation about what being an agent looks like. Ask about upfront costs, daily routines, and what to expect.

I’ve had many people approach me about getting into real estate. After discussing the realities of the job, some decide to move forward, and others decide it’s not for them. I’d also encourage them to speak with multiple agents to get different perspectives.

[01:07:52] Tracy Hayes: Sometimes, people make the mistake of only talking to a friend who makes it sound more glamorous than it really is. That can be a trap.

[01:08:00] Cindy Bleiel: Exactly. Talking to top agents who will give you the straight facts is key.

[01:08:11] Tracy Hayes: If someone still wants to pursue it after that, what’s next?

[01:08:14] Cindy Bleiel: They need to understand that the pre-licensing course doesn’t teach you how to be a real estate agent—it’s about rules, regulations, and ethics. The real learning starts afterward.

Finding the right brokerage is also critical. Interview several brokerages and look for one that’s focused on supporting you and helping you build your business. Ask them, “What’s your plan to help me get started?”

[01:08:45] Tracy Hayes: Because a broker really is your business partner.

[01:08:48] Cindy Bleiel: Exactly. They’re there to guide and support you.

[01:09:20] Tracy Hayes: Top agents can be invaluable to learn from. Your office has quite a few successful agents, and following them around or shadowing them can be incredibly helpful. If someone’s willing to mentor you or let you observe what they do daily, that’s a huge advantage. You’re fortunate to have someone like Kim Knapp at your office. If someone asked me which broker in town could give them the real, unvarnished truth about the business, I’d say, “Go talk to Kim Knapp.”

[01:09:29] Cindy Bleiel: Exactly.

[01:09:29] Tracy Hayes: She’ll tell you how it is and what to expect.

[01:09:35] Cindy Bleiel: And I think you have to be willing to show up. Go into the office, talk to agents, and ask questions. Say, “Hey, can I sit with you during an open house? Can I shadow you on a listing appointment?” That’s how you get a feel for what the business is really like.

Being in the office is also important. With so much work-from-home culture now, new agents miss out on the learning that happens in the office. When you’re just starting, you don’t know what you don’t know, and you won’t figure it out sitting at home.

[01:10:04] Tracy Hayes: Exactly. You don’t know what you don’t know. You don’t have to live in the office, but showing up matters.

[01:10:11] Cindy Bleiel: Right.

[01:10:12] Tracy Hayes: A good broker understands that and ensures meetings are worth attending. Kim strikes me as the type who ensures every meeting offers value, so when people show up, they leave with something useful. That’s the kind of broker you want to be around.

[01:10:40] Tracy Hayes: What are your sales meetings like? Are they bringing in guest speakers or focusing on skill-building?

[01:10:49] Cindy Bleiel: Yes. Our sales meetings aren’t just about numbers or stats. We focus on bringing in guest speakers and providing valuable information that helps us improve our skills.

[01:11:07] Tracy Hayes: Recognizing top performers is important, but meetings shouldn’t just be about that. They should also offer valuable insights, like market stats—days on market, price points, trends—so agents can educate their buyers and sellers.

[01:11:39] Cindy Bleiel: Exactly. Anyone new to the business should interview brokers and ask about their plan to help grow their business. Spend time in the office, listen to experienced agents, and ask questions. You don’t know what you don’t know until you’re there.

[01:12:09] Tracy Hayes: And the more you listen, the more you pick up, like specific lender nuances or niche deal types. For example, out where you are, you’ve got great subdivisions but also properties with manufactured homes on land. Those deals are different—some lenders will do them, some won’t, and some have restrictions based on the home’s age or acreage.

[01:13:20] Cindy Bleiel: That’s so true. If you’re not in the office listening to other agents, you won’t learn these things. You might overhear someone say, “Oh, I got a deal like that done last year with this lender.” That’s the kind of knowledge that helps you close deals others might not.

[01:13:35] Tracy Hayes: Exactly—what I call “water cooler talk.” Being in the office and sharing knowledge is what makes us problem solvers. Every property is unique, and every county has its quirks.

[01:14:19] Tracy Hayes: Real estate isn’t just about cookie-cutter subdivisions with lots of comps. When you’re dealing with farmland, agricultural land, or unique properties, it’s a different game. You need a Rolodex of people who can handle those deals—lenders, appraisers, title companies—because those deals have unique challenges. And you build that Rolodex by talking to other agents in your office.

[01:14:40] Cindy Bleiel: Definitely. Don’t be afraid to ask questions. If you’ve got someone who wants five acres in the country, don’t just start searching blindly. Talk to other agents who’ve done it. Ask, “What should I look for? What should I be asking?” Because if you’re looking at land in places like Clay County, a lot of it could be wetlands, and you can’t build on that.

[01:14:53] Tracy Hayes: Exactly. You could have 20 acres but only one acre is buildable.

[01:14:58] Cindy Bleiel: I had a buyer looking at an acre and a half, but only a quarter of it was buildable.

[01:15:04] Tracy Hayes: Right. Places like Clay and St. Johns Counties often require a lot of fill just to build. That’s another tidbit you learn from being around experienced agents—it’s all about that water cooler talk.

[01:15:19] Cindy Bleiel: Absolutely. Someone in your office has likely done a deal like that and can point you in the right direction.

[01:15:20] Tracy Hayes: Exactly. And having those conversations can save deals. It’s those unique situations where knowing the right lender or title company can make all the difference.

[01:16:00] Tracy Hayes: For example, I had a bank statement loan that was tricky. It required multiple exceptions, and we had to navigate through so many unique challenges. But because we kicked it off, kept asking for exceptions, and worked through the guidelines, we got it done in just two weeks.

[01:17:19] Cindy Bleiel: I just had one where the buyer was selling a property and using a 1031 exchange to purchase another property with a guest house. It was one parcel with two units, and the guest house had a separate address. She wanted to allocate the 1031 exchange to the guest house portion, but it was all one property.

[01:17:49] Tracy Hayes: That’s a complicated situation, especially if it’s her primary residence.

[01:17:56] Cindy Bleiel: Exactly. We got the lender, the title company, and a 1031 exchange company involved. The lender initially didn’t think it could work, but I called a different 1031 exchange company recommended by my title company. They explained it in layman’s terms, and we figured out how to make it happen.

[01:18:40] Tracy Hayes: That’s such a unique success story. Most agents in Northeast Florida—or even Florida—might never encounter something like that. It’s having those resources and persistence that makes the difference.

[01:20:35] Cindy Bleiel: Exactly. Many agents or lenders might’ve just said, “No, we can’t do it.” But having the right team and being willing to go the extra mile makes all the difference.

[01:21:08] Tracy Hayes: That’s why having experienced people in your network is so important. At TowneBank, for example, we have folks who’ve been in the business for over 10 years. When I bring them a tricky situation, they’re like, “Oh yeah, we’ve seen something like this before. Let’s figure it out.”

[01:21:20] Cindy Bleiel: Exactly. I love what I do, and I’m always happy to help new agents or share what I’ve learned. I think it’s important for agents to support each other, share knowledge, and raise the bar for the industry.

[01:21:27] Tracy Hayes: Absolutely. Collaboration is key to maintaining a high standard of service, whether you’re doing $1 million or $20 million in business. Sharing knowledge and helping other agents fill in gaps—like properly filling out contracts—makes everyone’s job easier.

[01:22:40] Tracy Hayes: Cindy, thank you so much for coming on today.

[01:22:42] Cindy Bleiel: Thank you for having me!