Speaker 1: 0:30

My name is David Raffanengo. I've been in it's a real estate business. I've been in real estate since the year 2000. So I've been in the business a while. A little while ago, about four years ago, I started a team I'm with Keller Williams in the Tysons area, but I started a team called Viva Nova and there's a little backstory to our logo and all that which maybe I'll get into later. But yeah, it's, uh, well, it's, it's. I wanted to have some representation of my roots from Uruguay I was just mentioning and, uh, the son is a Uruguayan artist, famous Uruguayan artist. I tweaked it a little bit, obviously because of artists rights and all that. Um, yeah, there's kind of that background and the Viva Nova, the Viva makes it sound kind of Latino, kind of a little Spanish, a little Spanish. So, yeah, viva Nova is the name of our team, viva Nova Homes. We have an awesome team of myself, two business partners, two agents and an assistant, a virtual assistant.

Speaker 2: 1:32

That's awesome. I love that. I love how you're implementing technology. That's great.

Speaker 1: 1:35

an assistant a virtual assistant. That's awesome.

Speaker 2: 1:36

I love that. I love how you're implementing technology. That's great. What inspired you to pursue a career in real estate, and how has your passion for customer service influenced your approach?

Speaker 1: 1:43

Oh, wow. Yeah, I do have a huge passion for customer service. That's kind of my background. From before starting in real estate, I was a customer service manager in the airline here in Dulles Airport, not too far away customer service manager in the airline here in Dulles Airport, not too far away. And at the time when I got into real estate it was more so for financial reasons, more of a mission that we had Back then. My wife and I had a mission of going back to Uruguay, actually.

Speaker 2: 2:11

Oh.

Speaker 1: 2:11

Yeah, to move back. We wanted to kind of go back. I'd lived there many years and that was kind of like our long life mission to go back and I was like we're not going to get there on the salary of the airline salary. So I was doing the dual career thing for a little bit until I realized how much I loved real estate and how passionate I was and how I actually was getting good at it. So I decided to leave the airline and do real estate full time in 2003.

Speaker 2: 2:36

Wow.

Speaker 1: 2:37

That's how I got into it, the passion for customer service, I feel. I would say I think customer service is like a way of life. It's not something you can get training, you can get taught. You know different things about customer service, but I also feel like it's just a way of life. It's holding the door for someone. It's you know right. It's giving your seat for someone. It's just helping the elder woman at the supermarket with her groceries. That's customer service. It's just a way of life of being kind right.

Speaker 2: 3:04

Absolutely. I like the way you put that. It's a way of life. It's not just like, okay, nine to five time to stop having a server, it's like where go like it's.

Speaker 1: 3:13

It's part of life, everybody, yeah. So I just have that passion and we implement that on our team is, of course, it's awesome.

Speaker 2: 3:18

And now you're doing the the dual um career thing for a bit. How was it that? Uh, how was it balancing that? Was that a struggle for a bit?

Speaker 1: 3:27

yes, that was a struggle. So, to take people back in time a little bit, and I started in 2000, so this is back in the day before technology, before we had, you know, phones, that we were checking our email, or if someone signed a document or something right, we had to fax our contracts. Some people don't know what a fax is but, um, you would have to put it in a machine. It takes, it takes, and then when it gets to the other end, it was kind of all a little blurry.

Speaker 2: 3:59

The best quality.

Speaker 1: 4:00

Not the best quality and you had to negotiate a price. You had to cross it off, put the new price, send it in with initials. Meet with the people in person. The initials send it in. By the time you went back and forth with the fa faxing, it would be all you couldn't read the old man but um balancing that. Imagine that kind of world that we're living in and I was working at um an united express. United express is here at dulles airport.

Speaker 1: 4:27

We had 300 flights a day and I was one of the managers customer service manager so I was running around all the gates putting out fires here and there, right yeah and in the middle of trying to maybe negotiate a contract, I mean, at that time I was selling maybe anywhere from five to seven homes a year, so it wasn't a huge amount of business. I was doing those part time, yeah, but when I had something going on I had to be on phone calls. I had to go to the bathroom, make a phone call and then go to the admin office and send the facts. In the middle it was a lot.

Speaker 2: 4:54

It was a lot balancing that Again, with the technology not being where it was or where it is today. Kudos to you making it work right.

Speaker 1: 5:04

But you know, it's funny that I always say I feel like if I was starting the agents that are starting today and have a part-time job I have these conversations with a lot of newer agents that have part-time jobs I almost feel like it's harder today because there's so much. It's overwhelming. It's like what do I do? What do I start? Do I do a podcast? Do I do videos?

Speaker 2: 5:28

Do I do?

Speaker 1: 5:28

TikTok. It's kind of like they're not sure where to start because there's just so much information out there Back in my day. It's kind of like they're not sure, like where to start because there's just so much information out there. Back in my day it was just like you have a desk, you have an actual physical phone, make calls, right, like that was kind of it.

Speaker 2: 5:42

Yeah, I know that's a great point, though You're right, because maybe all of this technology does overwhelm people and they're just like, oh, I don't know what to do, I'm just going to focus True, and then can you share a memorable experience where your commitment to customer service made a significant impact on a client's real estate journey.

Speaker 1: 6:02

Oh, wow. I've shared this story before and I feel like it's really impactful because it really shows, I think, as a real estate professional, how we should act all the time. And it's always about them, it's always about our clients, it's not about us. Obviously, we make this is our livelihood, this is what we make a living selling real estate. But I had some clients this was years ago, probably 2005 timeframe had a family that was wanting to buy a home, but they wanted to buy a home that had a big basement because they were going to run a daycare business in the basement, so it had a certain requirements it needed legally right to fit the mold of what they needed to do.

Speaker 1: 6:43

We literally spent like five to five months nonstop, every weekend going out to see homes and we they finally fell in love with this one house. And once again, remember, this is kind of before technology, before Google. I don't know if Google Maps existed back then, but it wasn't really a thing to look at Google Maps and stuff. But the home they fell in love with had a huge like a large, like a lot of trees in the back, but behind those trees are power lines Like the big power lines right, you could barely see them through the trees, and this is like five months in every weekend going out. They fall in love with this house. It meets all the requirements.

Speaker 1: 7:22

And I talked them out of it. I said you're gonna run a daycare, people are gonna have issues with power lines being right behind those trees, right, um. And they're kind of like, well, we don't care, david, you can barely see them. I'm like, well, people are gonna care and it's not. You know, know, it's going to affect your business. So I basically talked them out of something. For five months we were looking for something and I could have just gone with the flow.

Speaker 1: 7:43

And it's all about the service, it's all about our customers right, and it's all about our clients making sure, looking in their best interest at the end of the day because when they go sell that home it's not just it could affect the business, but if they go sell that home it's also going to affect their sale because it might take longer. So at that time everything was kind of selling. But, um, if they sell in a time where the market's down, it might take them a year just to sell the house because the power line is right. So, um, I talked to my mom. It was kind of like a proud moment of like, oh, it's the right thing to do.

Speaker 2: 8:14

Yeah, I know, and that's kind of scary because we never know Knock on wood when something crazy could happen and there's a storm and it's just right there Like no.

Speaker 1: 8:21

They ended up finding a better house.

Speaker 2: 8:23

Yeah, good, good yeah. And they got their daycare and everything. Another question with balancing, but with today, with your life, as opposed to two jobs. How do you balance your professional life in real estate with your family commitment?

Speaker 1: 8:44

Wow, this is a really. This is totally my opinion, because a lot of people operate differently when it comes to this. Um, some people are very set on, like you know, I only work until six o'clock and I shut my phone off, kind of thing. Um, I'm very good, I feel like, in balancing both Um, but it's, it's, uh, it. There there is there's a secret to doing it, and I feel like you need to prioritize and understand what's a priority with your personal life or your professional life, cause if you have a client that's in the middle of some sort of negotiation and they can't sleep at night, right, and they have a question, and it's 8 30 pm ona sunday, or 10 30 pm on a sunday, and they're really struggling because there's a huge decision, for them this is the biggest investment of life.

Speaker 1: 9:29

You kind of have to take that call you have to and um and the family somehow needs to like. They need to understand that that is like what you do for a living. I've been doing this so long. My family and my kids like understand this.

Speaker 2: 9:42

Yeah.

Speaker 1: 9:44

And that does not mean that I'm on the phone all the time in front of them or whatever. I'm very good about when it's my, my, my kids time. When it's time to be with my family If it's soccer practice or I'm, like you know, kicking the ball with my son or having them watch a movie or whatever it is it's my family time.

Speaker 1: 10:01

And I let people know if I'm in the middle of some negotiation. Hey, this happened this weekend. I was like talking to a client texting and I said, hey, I'm going to be at the movies for a couple hours, just FYI. So like there's no like, sense of like, oh, he's not answering. He set the expectations on both sides.

Speaker 2: 10:19

Right.

Speaker 1: 10:20

But I definitely. It's really important to be present in both and your full attention to your family and your personal things, your friends, whatever and then your full attention when you're dealing with your clients. Right it's, you can't be doing both at the same time. Multitasking is not a real thing. You're not doing any of them.

Speaker 2: 10:40

well, right, gotta focus on one and then focus on the other I think, yeah, I love that and I love that you have a clear communication with your clients and with your family, just talking to them. A lot of people are just like there's no communication and so a lot of arguments arise from that. Like hey, for your clients, I'm going to be at the movies, but you know I'm not going to be replying, I'm on vacation here. I'll get to you when I can and even with my kids.

Speaker 1: 11:00

Like I'll set the expectation with my kids like days ahead of time, like on monday. If I know on wednesday I have something going on, I'll set that expectation like, so I'll spend really good quality time monday and tuesday, but I already set that expectation on monday. Hey, on wednesday I have an event I have to go to, but this is what we're going to do when I get back. We can do this or that, whatever right. But they already know.

Speaker 1: 11:21

They're not like, oh, you're leaving again, or they kind of pre set their mind that that's how it's going to be and then we have a great time before and then after, but like they know that, yeah no, I love that and I hope that if other entrepreneurs listen to this, that they they're just like, well, duh, why didn't I think of that communication?

Speaker 2: 11:38

just let them know ahead of time and setting expectations on both ends. I love it. Thanks for sharing that. I think that's awesome advice. And then, what strategies do you employ to stay updated with the ever-evolving real estate market in vienna?

Speaker 1: 11:53

um, it's, yeah, you have to be. We work, I work with kelly williams. Gary keller, the founder, the founder of Kelly Williams, says that we have to be the economists of choice in their business. Everyone can get on Zillow or Redfin or all these other platforms out there and look at what's happening with real estate and sometimes they're so into a certain neighborhood. They know more than you in some cases. Neighborhood they know more than you in some cases.

Speaker 1: 12:20

Um, and that's why we as professionals, need to be three steps ahead of the data and the information to, because they see things or they hear on the news certain information and sometimes all you know news channels, you know, direct the narrative in the direction they kind of want to go in. But, um, it's really important to stay on top of what's happening in the market, like really study the market, truly know, like what are, how you know how long things are taking to sell. We study something all the time called month supply of inventory, which is like how long does it take for a certain area to sell all the inventory that's on the market if nothing else came on today?

Speaker 1: 12:54

and that's something we study very closely almost on a weekly, monthly basis, all the time to like what's happening and if there's a trend happening and things going down here. So we share this information and we do our own little versions of webinars and things to kind of share this out and seminars in person, market updates, just to give people updates on what's really happening.

Speaker 1: 13:15

And specifically, I live in Vienna. I work a lot in Vienna. People updates on what's really happening. And, specifically, I live in vienna. I work a lot in vienna. Um, there's rarely a home that comes on the market I'm not aware of, because I'm always paying attention right and if I haven't been in it.

Speaker 1: 13:26

I've looked at it and studied it and seeing why it's been on the market long, why it sold quickly, you know like what did it have what features? So I'm like really, and when somebody asked me a question like what's wrong with this house, yeah well, this one sold quicker because it had that third garage and whatever. It had a large lot and it was back in the trees and this one has a slope or whatever.

Speaker 1: 13:44

So you know, like exactly, and people like respect that yeah and they understand like okay, this guy's, you know, he knows what he's talking about yeah, that's awesome.

Speaker 2: 13:52

No, that's great. I want to ask you about marketing for yourself or with your team on keller williams. What are you guys doing to advertise, like, the type of services that you have? I know you're big on customer service. Like, how are you getting the word out there about you and yourself and your team to clients? Are you on social media? Are you making videos? Are you putting graphics, photos? Tell me.

Speaker 1: 14:11

A little bit of a combination of everything. So I mentioned earlier today, we have a virtual assistant.

Speaker 2: 14:17

Yes.

Speaker 1: 14:19

She is awesome. We use a company called Cyber Backer. Her name is Joy. She's been with us now going on three years and she's amazing. So when you bring on a virtual assistant, you bring on a need that you have, whether it could be making phone calls or marketing or digital. You know social media. She does like all our marketing. Basically, anytime we need a flyer or any social media post, she creates it right she'll run it by us, like hey, does this look good?

Speaker 1: 14:46

but like we give her an idea, or she comes up with ideas and gives us ideas, so she does a lot of that for us. So we're on all medias, like every single platform you can imagine.

Speaker 1: 14:56

We're on um obviously instagrams are kind of our big focus, um, but we're on, we're big. We about a year ago we started getting bigger on linkedin, for example, because you know that's another like more professional platform, but, um, we cross post a lot, right. So things that we have here, um, but we do videos, we do, um, we do similar podcasts like informational, educational type podcasts. We have interviews with a lender or a title company and just ask questions that people may not know um and we and we do little cut, cuts or whatever.

Speaker 1: 15:29

Yeah, that's right I love that you know, because the interview could be like 15 minutes long, but then we kind of segment in little portions yep, um, and we do that and we have, you know, our youtube and we're on every platform you can imagine. Um, and we're just constantly trying to push that and, like I was mentioning, we do webinars for our clients and, and you know, posted out public. We have people that sometimes join us from like event break. That just join to check your information.

Speaker 1: 15:55

So from a marketing perspective that's, we're really big on social media and trying to get out there more and more and more. That's awesome we don't have like thousands and thousands of followers, but we're getting there.

Speaker 2: 16:06

Everybody starts out somewhere and it's better to do it organically in the way that you're doing it.

Speaker 1: 16:10

You know you'll see that as long as you post and you're consistent, I think your growth will be great, yeah, and something I'd like to touch on that we're trying to change things up a little bit. I guess it's related a little bit to this question of how to reach other demographics as well as that, we're really big and. I think we're really good at the both ends of the spectrum in terms of like dealing with first-time homebuyers and then the seniors like the people that need more of the hand-holding per se right.

Speaker 1: 16:38

Those are the ones that I think we really shine. And because it takes a lot of patience, a lot of handholding, first-time home buyers sometimes aren't ready just right now. They want to buy but they don't know what to do or they need to save money or whatever. So we kind of guide them through that until they're ready the people we work with for a couple years before they actually buy yeah and then the seniors are overwhelmed right like they're just overwhelmed. They don't know what to do.

Speaker 1: 17:00

Most of them don't want to move right, yeah they have all their stuff and they don't know, like, what do I do with all my things? And you know where do I go? Like, what are my options? Do I stay here? Do I retrofit my home? Do I go to 55 plus? Do I need assisted living? Like all these options. So we started a division within our company called silver horizon, um, which is focused on the senior oh my god we're really focused on that teaming uh.

Speaker 1: 17:25

Teaming up with like, partnering up with um like assisted living communities and assisted living uh people that focus on locating assisted living um different communities, um home care people, life care managers and that kind of stuff. Just really, you know, obviously the decluttering and going through all that stuff, which is the biggest part like they're struggling with. So we have, like we kind of quarterback, all the efforts behind that.

Speaker 2: 17:48

That is awesome. That literally was going to be like my next question how do you tailor your services to meet the unique needs of each client, whether they're buying or selling?

Speaker 1: 17:57

I foresaw that question, yeah, so that's something we're and something we're really focused on is because the baby boomers there's 10,000 baby boomers moving every day in this country, 10,000. Right so, and it's going to continue like this until like, apparently, 2040. So there's a big need for people like us to get out there and really advocate and service these folks, right, but like in a caring way, not just to like hey, I want to sell your house as painted and like you know like sometimes they want to stay there and that's.

Speaker 1: 18:33

We can figure out a way maybe to make it at work, but they need to understand the realities of how much that costs.

Speaker 2: 18:37

Right.

Speaker 1: 18:38

And we go through that information. We're, like, you know, realize that you're going to have to have the support to do this.

Speaker 2: 18:43

Right.

Speaker 1: 18:43

Because if you fall in your home and there's no one here, like all those things, so we go through all the steps and try and paint a reality of you know, maybe it is best to move to a community where you have care. It's hard and we talk to the kids, right, and we talk to, like you know, have conversations, those hard conversations, that family happy to have someone like us involved, because we're kind of like that third party professional, that's kind of like guiding the, you know, mediating, like through like the kids and the parents right so yeah, that's something we're

Speaker 2: 19:12

really focused on I think that's great because I feel like they're definitely like out of the loop with, like the housing market and everything, and now that time is coming and they're just like out of the loop with like the housing market and everything, and now that time is coming and they're just like what do I go?

Speaker 1: 19:24

to. Does anyone even care? And you guys are going to help them, that senior group they really don't care. What's happening so much with real estate interest rates? What's happening with politics? When they need to move, they need to move whether it's because they fell and broke their hip, or they want to be closer to their grandkids or one of the spouses one of them passed away and now they're alone when they need to move.

Speaker 1: 19:47

Most of them have their house paid off, so it's not about it's not about the real estate transaction per se. It's just like it's a need, right, Like they need to figure out a change in their life right. To make good, yeah, so that's also why we, from a business standpoint, we see it's a sustainable business to kind of go into helping people like this, truly helping them. But we have, you know, there's a lot of them out there that need that kind of help.

Speaker 2: 20:13

Absolutely. And where do you see yourself personally in the next five years and with your business?

Speaker 1: 20:23

Wow, I feel like in five years we want to be this whole senior living option that we're offering. We want to be the go-to experts in the area area. I think we need more professionals doing this kind of help. There's a lot out there. We're not the kind of people that are going to like, oh, don't tell anyone we're doing this, like no we. There should be a lot more of us helping seniors, because there's a lot 10 000 a day in this country moving. We can't service all of them right um.

Speaker 1: 20:54

There's people that need professionals that care, that have patience to guiding. So I feel like in five years we want to be the kind of like the experts in this when it comes to real estate related to this, and really be that guiding light with the seniors and teaching other agents how to really properly service seniors and kind of be the mentors per se of this kind of industry.

Speaker 2: 21:17

Yeah, that's awesome. And what do you like to do on your free time? I know you like to spend time with your family, but what kinds of things are you doing? Or when it's just you by yourself? Really, I got my whiskey, and what do you like to do?

Speaker 1: 21:30

Oh man, I'm from, so I was born here, but I'm from Uruguay, and Uruguay it's all about soccer and steak.

Speaker 2: 21:37

Yeah.

Speaker 1: 21:37

Right, it's football, football, right. So yeah, if I'm not watching a game normally, I'm watching it with my son, who's 12 and he loves soccer. We're kicking. He wants to kick the ball every day. I rarely say no, like I, I'll go this time, but I gotta stay in the car and phones and I'll watch you, or else I'll actually go kick with him yeah um, but yeah, soccer.

Speaker 1: 22:01

And then, if you know, I'm the crazy one that, like the other day and this, like the the big storm that came through, as the storm was coming through and the snow was coming down, I was grilling okay, I'll take it so. Um, that's how passionate we are. I mean, I grilled the last two days in a row like it's all about, like eating steaks and that's my passion grilling and spending time with great friends.

Speaker 1: 22:23

I have some really amazing friends, um. You know that quality time with friends is really, really important yeah, like because that's like my to your, like my me time or whatever. My me time is when I'm by myself, I love watching movies, but when I'm also by myself, I like spending time with friends. If I'm not with my kids, I love spending time with friends, it's not that balanced. My kids are everything and that's my priority and that's what makes me happy.

Speaker 1: 22:53

If any minute my daughter's off to college, but we're going to go visit her soon.

Speaker 2: 22:57

Yay, awesome, love them.

Speaker 1: 22:59

My time with them is everything.

Speaker 2: 23:01

Wonderful. Is there anything that I have not touched on that perhaps you would like to share on the podcast, whether it's about yourself, your industry, your business, maybe the type of services you provide? I know we touched on a lot.

Speaker 1: 23:13

I appreciate that, yeah, services you provide. I know we touched on a lot. I appreciate that, yeah. I think, if anything to understand that for the general public and for agents out there that are thinking of getting into real estate, real estate's really not a transactional business, it's a relationship business and people really need to understand it's a long game, right. It's not an immediate reward kind of business.

Speaker 1: 23:33

It takes a lot of connecting with people, being purposeful, intentional with helping, right and caring and uh, and when you come from that place of contribution, of helping people, helping your community, volunteering and not volunteering with like I'm going to try and volunteer here so I can get business like really just being in the community and being there as a you, you know, just helping people.

Speaker 1: 23:56

Yeah, it comes back right. People refer you and if you just act from a kind heart from the beginning I was talking about customer service is like the way of life. If you act this way in life in general, it's a relationship business. You've got to build the relationships. You've got to show people you truly care right. They think people don't care how much you know until they know how much you care.

Speaker 2: 24:16

Yes, yes that.

Speaker 1: 24:17

So that's, that's how we approach, and I think it's important for people in general to understand there's a lot involved in what we do in other states. A lot of the stuff we do are taking is taken care of by attorneys. Right, like we handle a lot. So a lot of value in having a real estate professional on your side when it comes to selling or buying a house or a business or, you know, commercial or whatever it is you're trying to do.

Speaker 2: 24:41

I tip my hat off to you guys because I know like the laws and policies are always changing.

Speaker 1: 24:46

You guys always have to stay up to date on it, and it's like oh, nothing changing, but it felt like that and you guys are so like on top of it.

Speaker 2: 24:57

Yeah, constantly changing absolutely. And now for my final question do you have a quote, a saying or a mantra, or maybe something that somebody has told you in the past that has resonated with you, and would you like to share that with?

Speaker 1: 25:08

us. I think I just said it. Um, I think people don't care how much you know until they know how much you care. A lot of people, yeah, I love that saying it's something that you actually care right, that you like, that you're on their side, that you're there to take care of them, that you're there to answer the phone for them, right, answer their questions. So I think, um, you know, we are saying in our team is we treat everyone like family and we mean it. It's not just like a cliche little thing, but it's all tied together to with this is that every conversation we have with the client is we think of okay, if this was my uncle, my brother, my sister, my mother, what? How would I be having this conversation? Right, how would I answer this question If it was somebody I like, was my family?

Speaker 2: 26:11

Right.

Speaker 1: 26:12

And sometimes the right answer is like you're not ready yet, or no, this is not a right choice, right?

Speaker 2: 26:16

choice right.

Speaker 1: 26:17

Um, it's not about just making the sale. It's truly educating and and advising people what's truly best for them.

Speaker 2: 26:23

Yeah, I think that's great, that compassion of just like what if this was my family member? They don't know what to do. I want to help them and make this process easy. I love, I love the way you look at that. This this is why that's your thing is customer service, and you're really good at it and it shows that you care.

Speaker 1: 26:38

Thank you.

Speaker 2: 26:39

Based on your history and just the way you're speaking about your clients and just how much you want to look out for them. I appreciate that.

Speaker 1: 26:44

Yeah, of course, thank you.

Speaker 2: 26:46

And then where can people find you and more information?

Speaker 1: 26:50

Our handle for all our social media is Viva Nova, Viva Nova, Viva Nova Homes, Viva Nova underscore homes and David Rappeningo. My phone number is 571-316-6100.

Speaker 2: 27:05

Perfect. Well, thank you so much for coming on the podcast and sharing all your insight and your experiences with us. We really appreciate it.

Speaker 1: 27:11

Thank you so much, Yelena. It was awesome being here. Thank you.

Speaker 2: 27:15

You're welcome, yeah.