Real Estate Excellence

What happens when you mix discipline, precision, and deep empathy into a real estate business? In this episode of the Real Estate Excellence Podcast, Tracy Hayes welcomes Cindy James. Cindy is a licensed REALTOR, & Broker Associate, public speaker, and co-owner of Island Construction & Remodeling in Jacksonville, FL. With over 30 years in the corporate world and a background in real estate investing, Cindy blends business savvy, local expertise, and construction knowledge to help clients buy, sell, and transform homes with confidence. She’s built a standout brand by leading with heart, hustle, and an unwavering commitment to helping clients turn houses into homes—and investments into opportunities. From flipping homes and streamlining renovation projects to guiding emotional first-time buyers, Cindy emphasizes the power of listening, empathy, and having a process. She doesn’t just help clients buy and sell homes—she helps them achieve life goals with clarity and confidence. Whether she's organizing a move, catching missed home defects, or coordinating cleanouts, Cindy shows that elite real estate agents are much more than transaction managers—they're life facilitators. If you’re a real estate professional looking to elevate your client service or a buyer who wants a seamless and empathetic experience, follow Cindy James and stay connected!   Highlights: 00:00 - 05:12 Military Discipline & Early Influences * Life with a drill sergeant father * Spanish at home, English at school * Friday night inspections and household order * Lessons from growing up in a military family * How discipline shaped her professional habits 05:13 - 12:34 Corporate to Real Estate Evolution * 30-year corporate tenure at Florida Blue * First home at 22: love for new construction * Real estate investment beginnings * Applying Six Sigma to her business transition * Passion for process and continuous improvement 12:35 - 21:45 Making Chaos Seamless for Clients * Problem-solving in real estate transactions * The unexpected moving day challenge * Leveraging contractors for fast turnarounds * Protecting clients from behind-the-scenes stress * The goal: smooth closings and stress-free clients 21:46 - 33:59 Relationships, Referrals & Reputation * Creating client advocates through service * Going beyond the transaction * Building trust through action, not just words * Referrals from people she’s never even sold to * Consistency and care over commissions 34:00 - 46:02 Listening, Empathy & Emotional Sales * Reading the room: listening with eyes and ears * Understanding the story behind the sale * Helping clients through trauma-driven moves * The art of conversation and natural empathy * Counseling clients while closing deals 46:03 - 01:10:01 Construction, Data & Dual Expertise * How she became co-owner of a renovation firm * Business structure meets on-site grit * Seeing potential in properties others pass on * Pricing renovations and value-add upgrades * Targeted marketing using data and strategy * Conclusion   Quotes: "Everything is a process—we just don’t stop long enough to actually see it and map it out." – Cindy James "My clients don’t need to know about the chaos behind the scenes. They need to feel like it was simple." – Cindy James "I will talk you out of buying a house if it’s not the right thing to do." – Cindy James "I don’t pretend to be perfect. I’m here to help people achieve a goal—that’s what drives me." – Cindy James   To contact Cindy James, learn more about her business, and make her a part of your network, make sure to follow her on her Website, Instagram, Facebook, and LinkedIn.   Connect with Cindy James! Website: https://RealEstateWithCindyJames.com [https://RealEstateWithCindyJames.com] Instagram: https://www.instagram.com/cindy.james.realtor/ [https://www.instagram.com/cindy.james.realtor/] Facebook: https://www.facebook.com/profile.php?id=100063589868070 [https://www.facebook.com/profile.php?id=100063589868070] LinkedIn: https://www.linkedin.com/in/cindy-james-realtor%C2%AE-broker-associate-3907a01a3/ [https://www.linkedin.com/in/cindy-james-realtor%C2%AE-broker-associate-3907a01a3/]   Connect with me! Website: toprealtorjacksonville.com [http://toprealtorjacksonville.com/]   Website: toprealtorstaugustine.com [http://toprealtorstaugustine.com/]    If you want to build your business and become more discoverable online, Streamlined Media has you covered. Check out how they can help you build an evergreen revenue generator all powered by content creation!   SUBSCRIBE & LEAVE A 5-STAR REVIEW as we discuss real estate excellence with the best of the best.   #RealEstateExcellence #CindyJames #JacksonvilleHomes #RealEstatePodcast #EmpathyInBusiness #WomenInRealEstate #HomeFlipping #RenovationExpert #SixSigma #TopAgent #RealEstateTips #HomeBuyers #RealEstateStrategy #LeadershipInRealEstate #ClientFirst #ConstructionToClosing #BilingualAgent #VAHomeLoans #ProcessImprovement #TrustedAdvisor #RealEstateJourney

What if the key to long-term success in real estate isn’t sales skills—but mentorship, purpose, and adaptability?   In this episode of the Real Estate Excellence Podcast, Tracy Hayes welcomes Sarah Olson, a powerhouse broker and mentor with over two decades of experience in Northeast Florida. From leading First Coast Collective at RE/MAX Unlimited to launching her own Real Estate Agent Success Academy, Sarah shares her journey of transformation—from a tax accountant to a top-tier agent and educator. With an innate ability to connect, teach, and inspire, she reveals the secrets behind her longevity in the business: personalized mentorship, entrepreneurial thinking, and building relationships that last decades.   Sarah opens up about why most agents fail, the crucial mistakes they make when choosing brokerages, and how she’s leveraging both data and AI to coach her team effectively. Whether discussing the perils of kids on e-bikes in Nocatee or explaining the logic behind her successful lead tracker, Sarah offers a masterclass in running a real estate business like a business. Her passion for helping agents succeed shines through every story.   If you’re an agent looking to level up your career or someone considering diving into the real estate world, follow Sarah Olson and dive into the Real Estate Agent Success Academy. Subscribe to the Real Estate Excellence Podcast and leave us a 5-star review if you’re inspired by Sarah’s story!   Highlights: 00:00 – 07:59 From Burnout to Breakthrough: Knowing When to Delegate * Understanding personal capacity and time limits * Tracy’s AI-powered podcast intro strategy * Tiffany’s take on ChatGPT in bios and branding * How AI is reshaping home search and buyer interactions * The future of conversational real estate websites 08:00 – 17:59 From Real Estate Legacy to Reluctant Heir * Growing up in a small-town real estate family * Why Tiffany originally rejected the real estate path * How military life shifted her career vision * Meeting Debbie Tufts and finding mentorship * The early admin years and learning the business backend 18:00 – 26:59 Beacon Born: Building a Business Behind the Scenes * Launching a transaction coordination company * Supporting agents with scale and efficiency * Tiffany’s behind-the-scenes role in 2,000+ transactions * The value of TC systems and training * Why she eventually shut down Beacon 27:00 – 38:59 Tools of the Trade: TC Systems and Outsourcing Smarts * What to look for when hiring a TC * The power of Open to Close software * TCs vs. assistants—what agents should know * Personality matching with transaction partners * Vacation coverage, communication, and expectations 39:00 – 01:00:59 Growth Gaps: Breaking Through the Agent Ceiling * Why so many agents plateau at $6–9M * How TCs can free agents to grow * Real client experiences and better service * Overcoming the mental block of paying for help * Transitioning from TC to front-end sales 01:01:00 – 01:29:52 Scaling with Intention: Teams, Tools & Real Talk * Breaking income ceilings through delegation * Hiring a marketing manager: Sarah’s first leap after 20+ years * The difference a great TC can make * Building systems that support consistent referral flow * Choosing the right brokerage and leadership mindset * Conclusion   Quotes: “You’ve got to have a pillar—what you wake up in the morning and what you do.” – Sarah Olson “I have never sold a house in my life. I service my clients, and that’s why they refer me.” – Sarah Olson “It’s not about the sale; it’s about the story. The lifestyle. What’s your weekend look like?” – Sarah Olson “Be so good they never forget you—and track you down 15 years later.” – Sarah Olson   To contact Sarah Olson, learn more about her business, and make her a part of your network, make sure to follow her on her Website, Instagram, Facebook, and LinkedIn.   Connect with Sarah Olson! Website: https://www.firstcoastcollective.com [https://www.firstcoastcollective.com] Instagram: https://www.instagram.com/reagentsuccessacademy/ [https://www.instagram.com/reagentsuccessacademy/] Facebook: https://www.facebook.com/realestateagentsuccessacademy [https://www.facebook.com/realestateagentsuccessacademy] LinkedIn: https://www.linkedin.com/in/saraholiviaolson/ [https://www.linkedin.com/in/saraholiviaolson/]   Connect with me! Website: toprealtorjacksonville.com [http://toprealtorjacksonville.com/]   Website: toprealtorstaugustine.com [http://toprealtorstaugustine.com/]    If you want to build your business and become more discoverable online, Streamlined Media has you covered. Check out how they can help you build an evergreen revenue generator all powered by content creation!   SUBSCRIBE & LEAVE A 5-STAR REVIEW as we discuss real estate excellence with the best of the best.   #RealEstateExcellence #RealEstatePodcast #SarahOlson #MentorshipMatters #RealtorLife #TeamBuilding #AIInRealEstate #TransactionCoordinator #RealEstateSystems #DelegationWins #NocateeRealtor #GreenHomes #BrokerLeadership #ClientExperience #ReferralMarketing #RealEstateTips #ScalingSmart #RealEstateEducation #FemaleLeaders #LegacyBuilders #JacksonvilleRealEstate

What if the secret to leveling up your real estate game lies in the systems you don’t see? In this episode of the Real Estate Excellence Podcast, Tracy Hayes welcomes Tiffany Freeman—a former transaction coordinator turned high-performing agent with Ingle & Volkers. With a sharp mind for systems and strategy honed through military family life and 2,000+ real estate transactions, Tiffany unveils her journey from resisting real estate to thriving at its forefront. Listeners get a front-row seat to Tiffany’s unique insights on how backend mastery, tech-savvy tools, and effective delegation supercharge growth. She breaks down the value of transaction coordinators, why agents hit a growth ceiling, and how she leveraged every past experience to transition into a top agent role. Her story is proof that running a real estate business like a business is the key to scaling—and staying sane. Are you a real estate agent stuck under your growth ceiling? Take a page from Tiffany’s playbook: delegate, systemize, and elevate. Subscribe to the show, share this episode, and follow Tiffany’s journey to get inspired on how to scale smart! Highlights: 00:00 – 07:59 From Burnout to Breakthrough: Knowing When to Delegate * Understanding personal capacity and time limits * Tracy’s AI-powered podcast intro strategy * Tiffany’s take on ChatGPT in bios and branding * How AI is reshaping home search and buyer interactions * The future of conversational real estate websites 08:00 – 17:59 From Real Estate Legacy to Reluctant Heir * Growing up in a small-town real estate family * Why Tiffany originally rejected the real estate path * How military life shifted her career vision * Meeting Debbie Tufts and finding mentorship * The early admin years and learning the business backend 18:00 – 26:59 Beacon Born: Building a Business Behind the Scenes * Launching a transaction coordination company * Supporting agents with scale and efficiency * Tiffany’s behind-the-scenes role in 2,000+ transactions * The value of TC systems and training * Why she eventually shut down Beacon 27:00 – 38:59 Tools of the Trade: TC Systems and Outsourcing Smarts * What to look for when hiring a TC * The power of Open to Close software * TCs vs. assistants—what agents should know * Personality matching with transaction partners * Vacation coverage, communication, and expectations 39:00 – 01:00:59 Growth Gaps: Breaking Through the Agent Ceiling * Why so many agents plateau at $6–9M * How TCs can free agents to grow * Real client experiences and better service * Overcoming the mental block of paying for help * Transitioning from TC to front-end sales 01:01:00 – 01:14:59 Elevating the Client Experience * Buyer consults, setting expectations, and weekly reporting * Creating structure for high-level service * Building referral-worthy processes * Client events and marketing delegation * Making real estate personal and predictable 01:15:00 – 01:26:42 Final Advice and Operational Wisdom * Hiring the right TC for your business style * Understanding the true value of your time * Tapping into TC knowledge as a new agent * Transitioning gracefully from backend to frontlines * Leaving listeners with tactical takeaways * Conclusion   Quotes: "Every agent has a capacity ceiling. A TC gives you your life—and your business—back." – Tiffany Freeman "Just because you’re doing well doesn’t mean you can’t be doing better—with systems." – Tiffany Freeman "We’re in people’s lives during their most emotional transitions. That’s an honor." – Tiffany Freeman   To contact Tiffany Freeman, learn more about their business, and make them a part of your network, make sure to follow them on Website, Instagram, Facebook, and LinkedIn.   Connect with Kimberly L. Waterhouse, Veteran USMC! Website: http://debbietuftsgroup.evrealestate.com/ [http://debbietuftsgroup.evrealestate.com/] Instagram: https://www.instagram.com/tiffsellsjax/ [https://www.instagram.com/tiffsellsjax/] Facebook: https://www.facebook.com/TiffanyFreemanRealEstate [https://www.facebook.com/TiffanyFreemanRealEstate] LinkedIn: https://www.linkedin.com/in/tiffanytfreeman/ [https://www.linkedin.com/in/tiffanytfreeman/]   Connect with me! Website: toprealtorjacksonville.com [http://toprealtorjacksonville.com/]   Website: toprealtorstaugustine.com [http://toprealtorstaugustine.com/]    If you want to build your business and become more discoverable online, Streamlined Media has you covered. Check out how they can help you build an evergreen revenue generator all powered by content creation!   SUBSCRIBE & LEAVE A 5-STAR REVIEW as we discuss real estate excellence with the best of the best.   #RealEstateExcellence #TiffanyFreeman #JacksonvilleRealtor #RealEstatePodcast #MilitarySpouseRealtor #TransactionCoordinator #AIinRealEstate #RealEstateSuccess #WomenInRealEstate #RealEstateTips #EngelAndVolkers #SmartDelegation #ClientExperience #RealEstateGrowth #ScalingYourBusiness #RealEstateStrategy #TechInRealEstate #RealEstateMentorship #RealEstateCareer #WorkLifeBalance

Is your brokerage truly giving you freedom, flexibility, and financial growth? In this episode of the Real Estate Excellence Podcast, Tracy Hayes welcomes with Kimberly L. Waterhouse, Veteran USMC. Kimberly shares how her journey from the United States Marine Corps to Jacksonville real estate has been a masterclass in reinvention. With a rich background in media, marketing, and business leadership, Kimberly brings more than just property expertise—she brings people-first values, military grit, and a deep understanding of Jacksonville’s evolving communities. Kimberly dives deep into the nuances of VA loans, new construction challenges, and the power of truly knowing your client. From advocating for veteran homebuyers to spearheading relocation success stories, Kimberly's authenticity and dedication shine. Whether you're a new agent, seasoned pro, or simply passionate about purpose-driven business, this episode will leave you energized and informed. Loved Kimberly’s story? Share this episode with a veteran, aspiring agent, or someone relocating to Jacksonville!   Highlights: 00:00 – 13:59 Starting Strong: Military Roots and Real Estate Beginnings * Kimberly’s Marine Corps experience and discipline * Transition from military to business world * Lessons from Camp Pendleton * Embracing military values in real estate * Starting with Berkshire Hathaway 14:00 – 25:59 VA Loans Demystified * Why many veterans don’t use their VA benefits * Key misconceptions about VA loans * How VA loans compare to other options * Educating sellers about VA buyers * Leveraging VA loan assumptions 26:00 – 38:59 The Power of Pre-Listing Inspections * Importance in today’s insurance market * Real examples of inspection deal-breakers * How it builds trust with buyers * Avoiding renegotiation pitfalls * Saving time and money upfront 39:00 – 50:59 Homeownership Journeys: Personal and Professional * Kimberly’s first-time homebuyer story * Budgeting, planning, and long-term vision * Unexpected life changes and real estate impact * The rise of single women homeowners * Using her journey to guide clients 51:00 – 1:04:59 New Construction: Expect the Unexpected * Why new builds still need inspections * Issues with builders during high-demand years * Being a client advocate during construction * Virtual check-ins and milestone walkthroughs * Learning to speak up for the buyer 1:05:00 – 1:22:31 Market Trends and Local Expertise * Navigating Florida’s competitive housing market * The impact of interest rates and inventory shifts * Balancing seller concessions and buyer needs * Strategic marketing and community presence * Staying ahead with local knowledge * Conclusion   Quotes:  “You learn so much about yourself when you're out in the field, digging your own latrine and pitching your own shelter.” – Kimberly L. Waterhouse, Veteran USMC  “Just because you're a veteran doesn't mean you can't still benefit—VA loans are powerful and underutilized.” – Kimberly L. Waterhouse, Veteran USMC “I shine in openness and conversation—there’s no substitute for showing up and listening.” – Kimberly L. Waterhouse, Veteran USMC  “It’s not about the technology; it’s about using it to give you more time for the human connection." – Kimberly L. Waterhouse, Veteran USMC   To contact Kimberly L. Waterhouse, learn more about their business, and make them a part of your network, make sure to follow them on Website, Twitter, Instagram, and Facebook.   Connect with Kimberly L. Waterhouse, Veteran USMC! Website: https://www.realestatenefl.com [https://www.realestatenefl.com] Twitter (X): https://twitter.com/@reconnectornefl [https://twitter.com/@reconnectornefl] Instagram: https://www.instagram.com/realestatenorthflorida/ [https://www.instagram.com/realestatenorthflorida/] Facebook: https://www.facebook.com/klwaterhouse [https://www.facebook.com/klwaterhouse]   Connect with me! Website: toprealtorjacksonville.com [http://toprealtorjacksonville.com/]   Website: toprealtorstaugustine.com [http://toprealtorstaugustine.com/]    If you want to build your business and become more discoverable online, Streamlined Media has you covered. Check out how they can help you build an evergreen revenue generator all powered by content creation!   SUBSCRIBE & LEAVE A 5-STAR REVIEW as we discuss real estate excellence with the best of the best.   #RealEstateExcellence #VeteranRealtor #MarineCorpsToRealtor #VALoanExpert #JacksonvilleRealEstate #MilitaryRelocation #WomenInRealEstate #NewConstructionTips #HomeBuyingJourney #AIInRealEstate #KimberlyWaterhouse #BHHSFloridaNetwork #RelocationSpecialist #RealEstateTraining #RealtorLife #LeadershipInRealEstate #SpringfieldLiving #SupportOurVets #RealEstatePodcast #DigitalMarketingForAgents

Is your brokerage truly giving you freedom, flexibility, and financial growth? In this episode of the Real Estate Excellence Podcast, Tracy Hayes dives into the dynamic world of REAL Brokerage with guests Gigi Urbanski and Mike Rolewicz. Together, they explore how REAL is disrupting the traditional brokerage model by focusing on scalable support, tech-driven efficiency, and multiple income streams. From streamlined operations to a thriving agent community, REAL positions itself not as a destination, but a vehicle to entrepreneurial success. The conversation uncovers how REAL's powerful tech stack, AI tools like Leo Copilot, and agent-driven training platforms are empowering agents at all levels. Whether you're a new agent looking for structure or a seasoned professional craving freedom and ownership, REAL's transparent model offers simplicity, equity, and genuine collaboration that inspires agents to not only succeed but to build wealth with purpose. Ready to break away from the ordinary?   Highlights: 00:00 – 04:17 Introduction and REAL’s Positioning * REAL as a platform versus destination * Movement-based culture and branding * Sneaker culture and dress code * ChatGPT used for show prep * REAL’s buzz compared to LPT 04:17 – 10:50 Tech Stack and Broker Efficiency * App-based tools and transaction management * Broker support through Leo and real-time calls * Transparent commission preview and compliance AI * Wallet integration and Visa payouts * REAL's scalability in tech and communication 10:50 – 19:54 Community, Culture and Plug-in Potential * Education via peer-contributed modules * Local masterminds and “come as you are” vibe * Relevant agents as trainers * Personal stories of switching from other brokerages * Adapting to solo, team, or boutique styles 19:54 – 35:21 Business Tools, Financial Planning and ROI * Capping, post-cap structure, and stock incentives * Integrated budgeting with accountability calls * REAL-built one-page business plans * Tools for boutique or indie brokers * Ease of use and agent empowerment 35:21 – 44:14 Revenue Streams and Support Systems * Breakdown of split models and fees * REAL Academy and Elite Agent program * Referral ecosystem and organic recruiting * Agent wins and mentorship stories * Collaboration without hard pitching 44:14 – 01:14:26 Leadership, Masterminds, and Events * Coffee meetings and spontaneous conversions * Mastermind access (Women of Real, Social Media Leaders) * Eric Hatch’s free coaching sessions * RealX events and open-door policy * Cross-brokerage collaboration and local engagement * Conclusion   Quotes: "REAL is not the destination—it's the vehicle." – Mike Rolewicz "We're going to be doing this with or without you—it’d just be cool if you were with us." – Mike Rolewicz "You're with REAL, you don’t have to wear heels anymore." – Gigi Urbanski "Agents aren’t looking for another meeting, they’re looking for a community." – Gigi Urbanski   To contact Angela “Gigi” Urbanski and Mike Rolewicz, learn more about their business, and make them a part of your network, make sure to follow them on Website, Instagram, Facebook, YouTube, and LinkedIn.   Connect with Angela “Gigi” Urbanski! Website: https://angelaurbanski.exprealty.com [https://angelaurbanski.exprealty.com] Instagram: https://www.instagram.com/gigiofjax/ [https://www.instagram.com/gigiofjax/] Facebook: https://www.facebook.com/GiGiofJAXHomeSquad/ [https://www.facebook.com/GiGiofJAXHomeSquad/] YouTube: https://www.youtube.com/channel/UCdor_3bwxhJ3HQ8dEU7iYag [https://www.youtube.com/channel/UCdor_3bwxhJ3HQ8dEU7iYag] LinkedIn: https://www.linkedin.com/in/gigiyourhomegirl/ [https://www.linkedin.com/in/gigiyourhomegirl/]   Connect with Mike Rolewicz! Website: https://www.904homeguide.com [https://www.904homeguide.com] Instagram: https://www.instagram.com/904homeguide/ [https://www.instagram.com/904homeguide/] Facebook: https://www.facebook.com/904homeguide/ [https://www.facebook.com/904homeguide/] YouTube: https://www.youtube.com/@mikerolewicz904homeguide [https://www.youtube.com/@mikerolewicz904homeguide] LinkedIn: https://www.linkedin.com/in/mike-rolewicz-b37135b [https://www.linkedin.com/in/mike-rolewicz-b37135b]   Connect with me! Website: toprealtorjacksonville.com [http://toprealtorjacksonville.com/]   Website: toprealtorstaugustine.com [http://toprealtorstaugustine.com/]    If you want to build your business and become more discoverable online, Streamlined Media has you covered. Check out how they can help you build an evergreen revenue generator all powered by content creation!   SUBSCRIBE & LEAVE A 5-STAR REVIEW as we discuss real estate excellence with the best of the best.   #RealBrokerage #RealEstateTech #AgentTools #BrokerageDisruption #StockAwards #RealEstateLife #CloudBrokerage #RealEstateMovement #RealTalk #RealAgents #RealResults #LeoCopilot #RealEstateCommunity #TeamLeaderLife #OpenHouseTips #LuxuryRealEstate #WomenInRealEstate #FinancialFreedom #AIinRealEstate #RealtorLife