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T RUMP M ARKETING S TRATEGIES 187 foot and the total cost of occupancy was really in the same ballpark as the competition. Even though the owner pitched prospective tenants a curveball, the $12 square foot rental got their attention. I’m not suggesting that any small real estate owner spend more money on a presentation than is warranted by the scope of the project. Having said that, your presentation should be created to “wow” the intended customers and get them to seriously con- sider your product. Video and Computer-Based Presentations Computer-based video or slide presentations can be superb selling tools. I can see you thinking to yourself, “Yeh, but they must be ex- pensive.” The cost depends on how extensive and detailed you want them to be. At the high end, you can create a web site or interactive computer software that enables a tenant to view an apartment or of- fice space from several different angles and see what can be seen from every window. Room sizes and rental rates can also be dis- played appropriately. At the low end, a Microsoft powerpoint pre- sentation showing different parts of the property and highlighting some attributes, works wonders. Such a presentation is not expen- sive and it’s easy to find professionals who can create exactly what you desire at a price you can live with. One of the major advantages of such a presentation is its portability. All you need is a laptop and you’re anywhere you want to be, whether it’s a home, office, or meeting room. Many people pitching me as Donald Trump’s busi- ness advisor have used laptop presentations very effectively. Good graphics usually capture my attention. I would be remiss if I didn’t talk about video and film presenta- tions. A high-quality, professionally crafted film or videotape with a well-conceived script and visual effects can be an excellent selling tool. The expense of creating it varies depending upon who you hire TRUMP STRATEGIES FOR REAL ESTATE 188 to do the work and what you want to create. The size of your project, the nature of customer you’re targeting, and the amount of your budget should be carefully considered. It’s your call—do what you want and spend whatever you think is appropriate. In my experience, film and videotaped presentations have several drawbacks and their use requires additional thought. The drawbacks are as follows: 1. The audience must be told how long the film will be and they have to be seated in one place and remain there for the duration of the film. People are reluctant to spend time watching something that may prove to be of little interest to them. 2. The audience cannot ask questions in the middle of the pre- sentation without interrupting the flow. 3. It requires a TV monitor or a screen to be effective—that lim- its portability. 4. Once it is created and edited, it’s difficult to add or change things at a later date and having those changes or additions made could be costly. Despite these limitations, video and film can have a place in creat- ing sizzle for your buyers or tenants. Just be aware of these limitations. Literature, Artwork, and Models Quality literature with superior graphics is an absolute necessity as a selling tool. Be sure that it displays the most prominent features of your property on the front together with some intriguing lan- guage or a slogan such as, “You’ve seen the rest, now view the best.” T RUMP M ARKETING S TRATEGIES 189 Create your own catch phrase or, better yet, have all your literature prepared by an advertising firm that specializes in real estate brochures and sales literature. The “buzz” that they can create far exceeds the cost of bringing them on board. An advertising firm can also prepare large pictures, posters, or elegant artwork to be promi- nently displayed in and around your sales office. It is true that, “One picture is worth a thousand words.” All your visuals, pho- tographs, and artwork reflect the level of quality you’re trying to portray. You can also dazzle your customers by creating a beautiful scale model of your project. Models are most effective when your property is a development of many houses or buildings. A model showing the location of all buildings, roads, and service areas can be very informative and useful. A DVERTISING S TRATEGIES Advertising is a necessity for most real estate, but be smart about it. Any advertisement you place should only be placed in publications that cater to the audience you’re trying to reach. For example, you’ll never see an ad for a Trump building in the New York Daily News or in the New York Post. The vast majority of the readers of those publica- tions are not candidates to purchase a high priced unit in a Trump project. Occasionally, Trump will place a full page ad in the weekend magazine section of the New York Times. He will negotiate for a strategic location where the ad will most readily be seen by the cus- tomer he’s trying to reach. More often, however, the advertising Tr u mp pl aces i n t he New York Times will be a tasteful full-color ad small enough to be cost-effective but large enough to be seen be the readers. If the New York Times or the Wall St reet Journal prints a special real estate section, Trump often opts to display multiple ads of Trump TRUMP STRATEGIES FOR REAL ESTATE 190 properties in that special sec tion and negotiates a reduced price be- cause of the quantity of space he’s purchasing. Any advertising of Tr ump properties in weekday editions is fairly Spartan in size and content since it is primarily intended to keep the Trump name in the public eye and to attract a customer who has an immediate need for a specific apartment. Find out what publications your target audience reads and you’ll get the biggest bang for your buck. U SE I NTELLIGENT P ROMOTIONS Promotions are typically used by large builders and real estate investors who have big marketing budgets. For example, if you’re selling exclusive homes on a private golf course, offer a free round of golf to get folks to the golf course so they’ll buy a membership to the club and can glimpse the nearby one-family homes that are sell- ing for $3 million or more strategically situated along the course. If I were promoting a restaurant, I might give you two meals for the price of one but that doesn’t work for real estate which is always a big ticket item. However, there are many creative ways that small investors can use promotions effectively. For example, have a launch party and in- vite the people who might help you sell the property—real estate brokers and sales agents—to let them know what is available and how much commission they can make by participating in sales or rentals. If you don’t broadcast and promote what it is you have to sell or what it is you’re trying to do, you will be unsuccessful in attract- ing customers. If you decide to put a sign on the property, don’t make it a typi- cal “for sale” sign. Make it more artistic than any other sign you’ve seen, with more information, open house times, and so on. T RUMP M ARKETING S TRATEGIES 191 M ARKETING TO H OME B UYERS AND R ENTERS By far the best strategy for marketing to home buyers is a friendly, knowledgeable sales agent. If you, as the owner, have those attributes, there is nothing wrong with being your own selling representative. If you need help, don’t skimp when it comes to hiring a quality sales- person or broker who can exude enthusiasm for your product. Make sure they have enough of the tools I have described in this chapter to do their job effectively. It is a good idea for you to have them do a mock presentation using you as a prospective purchaser asking all the questions one would ask. Afterwards tell them what they did right, what they did wrong, and how they could have improved their performance; polish their techniques. Instruct your sales staff not to oversell. Most people react favorably to helpful salespeople but feel uncomfortable with pushy ones. Afewwordsofcautionforanyowner who chooses to be his or her ownsalesperson: Whatever you say to a prospective customer can never bewithdrawn without loss of credibility. An owner can always change or clarify what an employee says without creating the same harmful effect. The strategies that I recommend for selling homes can also be used for renting units with few variations. One or more tastefully furnished model apartments are a necessity for any large project. The customer must see for themselves the desirability and function- ality of the unit. That’s the best sales tool you have. If the apartment in which the customer is interested has reached a stage of completion where it is clean, finished, and painted, by all means go ahead and show it. If it’s still a work in progress, don’t let them see it because it is difficult for anyone to visualize a completed unit. It is also impor- tant that you have plans for each unit showing the room sizes and the rental rates for each unit on each floor. A list of the amenities that TRUMP STRATEGIES FOR REAL ESTATE 192 are offered should be available as a giveaway or incorporated in a vi- sually attractive brochure. S UMMARY The scope of all promotions really depends on the size and nature of the product being promoted and the audience that you are looking to attract. No book can tell you whether you have overpromoted or un- derpromoted your project. The only guidelines a first time developer can use are those of the competitors promoting a similar product. As your experience grows so will your knowledge of what kind of promo- tions are best for the selling of your product and which of them proved more cost-effective than others. When in doubt—overpromote! 193 10 H OW TO M ANAGE P ROPERTY L IKE T RUMP Treat It as a Customer Service Business K EY P OINTS •Develop an eye for detail. •Treat tenants as treasured customers, not as problems. •Be vigilant about repairs and upkeep. 195 A FTER COMPLETING A major building renovation or new develop- ment, Trump will often cash out and harvest the profits. In other cases, if it makes sense to buy and hold a property as a cash cow, or at least to hold on until the market improves and it can be sold or refi- nanced, Trump will retain ownership. Any real estate investor, even those who “flip” most of their properties, will eventually be in a situ- ation where it makes more sense to hold. This means you must get comfortable with a subject that scares many real estate investors: man- aging property. In truth, it’s certainly not the easiest job in the world but it’s also not the hardest. Many real estate investors, especially novices, hate to be involved in managing property and suffering the headaches that go along with being a landlord. Trump typically takes the opposite approach. He has turned property management into his personal art form and made it a core element of his overall real estate investing strategy. The Trump approach to property management in- volves treating it as a “customer service business,” and seeing tenants as valued customers. As a result, he is able to generate huge profits with his “buy and hold” or “build, sell, and manage” strategies that offer continued superb management because tenants love the ameni- ties and the service he provides in buildings he owns or manages. Small real estate investors can cash in on the tremendous oppor- tunity for participation in the long-term appreciation of their prop- erties if they employ a similar strategy. Because so many landlords are inferior, penny-pinching property managers who view their ten- ants only as necessary evils, problems, and headaches, investors who are smarter can become very successful by treating tenants like cus- tomers, and offering premium services at premium prices. Trump TRUMP STRATEGIES FOR REAL ESTATE 196 looks for ways to turn his properties into huge cash cows that are so profitable he would never contemplate selling them. Mar-a-Lago is an outstanding example of this. INVESTING CASE STUDY M AR - A -L AGO Mar-a-Lago isanexquisitemansionand estate in Palm Beach, Florida, that was built in the 1920s by Marjorie Merriwether Post, the Post cereal empire heiress who later married E. F. Hutton, the fi- nancier. The mansion consists of 118 rooms with 67 bathrooms, and 62,500 square feet of floor space on 19 acres. No expense was spared to build it. For example, over 17,000 ceramic tiles used in the property were made in the sixteenth century. Marjorie Merriwether Post imported the tiles from Italy. At one time, over 300 artisans were brought in from Europe to work full time on Mar-a-Lago. Dur- ing the estate’s heyday as a winter home for lavish entertaining, she employed 60 people—30 working inside as butlers, maids, laun- dresses, cooks, and other jobs, and 30 working the outside as gar- deners, handymen, chauffeurs, and security guards. Yet, only she and Dina Merrill,herdaughter, lived on the property. When Marjorie passed away, Mar-a-Lago was conveyed to a trust established by the Post family. Because of the magnificence of the building and its furnishings, the trust donated it to the federal govern- ment to be used as a museum. It was never successful as a museum because there were not enough fee-paying visitors to warrant the ex- penses involved in maintenance and operation. It wasn’t long before the government gave it back to the trust. The trust had no viable al- ternative but to put the estate up for sale. However, the trustees wanted the buyer to preserve this valuable historic treasure. Donald Tr ump decide d t o bid on it and although he was not the highest bid- [...]... term Real Estate Cycles Any real estate investor whether large or small must acknowledge the fact that the real estate market runs in cycles that have unpredictable timing and duration W hen the interest rates for mortgages are high, the sale of homes or apartment units will drop Increases in the rate of unemployment or a recession will also produce negative effects There are some aspects of real estate. .. used to pay the cost of improvements or any other purpose Trump desires The annual dues paid by each member and the monies received from numerous functions are more than sufficient to cover the cost of operation including real estate taxes The club is a moneymaker, and few clubs can make that claim DEVELOP AN EYE FOR DETAIL Small real estate investors need to remember that the devil is in the details—be... of condominium units, Donald Trump, like most savvy real estate investors, seldom sells his real estate investments that are good income producers If he sells any of his real estate holdings, he would have to reinvest the proceeds in something, and what better place to have your money than in a good solid chunk of mother earth As an investor in real estate, you should realize that it’s very difficult,... declare the co-op plan effective and there was a waiting period before you could try again So getting 15 percent of tenants to buy often involved complex negotiations relating to the price they would be willing to pay for their apartments and what they wanted the owner to do for them to induce them to become buyers Once the co-op plan was effective, eviction proceedings were possible to permit the owner... Who.” After Trump first bought the property, the expenses of operating and owning were overwhelming considering how little use Trump made of the estate After thinking about the problem, Trump thought, “Why don’t I create an elite country club and get 200 to 300 wealthy people to share the costs?” Before his idea became reality he had to fight a major battle to obtain the right to operate the facility... time consuming, to find another good real estate investment where you can park sale proceeds With that in mind, the following are key principles that will help you to determine whether or not to sell a particular real estate investment, along with several real estate holding or exit strategies for your consideration ITH THE EXCEPTION PLAN SEVERAL POSSIBLE OWNERSHIP TIMELINES Trump always tries to estimate... PROPERTY LIKE TRUMP ported Italian marble, and other materials compatible with preservation of the world-class aesthetic qualities of the Mar-a-Lago estate The club has a wine cellar capable of satisfying the palate of any connoisseur The gourmet chef is famous for his preparation and presentation of a huge variety of dishes The list is endless When it comes to maintenance, Trump is truly obsessive Trump will... painted and the color is slightly off, he will insist on immediate repainting If a newly planted tree or shrub doesn’t look right to him, he will have it promptly replaced Perhaps the best example of Trump s eye for detail can be found in the furniture throughout the estate Because many of the original pieces were authentic antiques of museum quality, Trump decided to sell them rather than have the pieces... 198 HOW TO MANAGE PROPERTY LIKE TRUMP Trump’s Mar-a-Lago Club in Palm Beach is another classic Trump example of creating “sizzle,” which I discussed in Chapter 5 Trump envisioned Mar-a-Lago as a country club without the benefit of a golf course but with a host of other luxurious facilities superior to those at any other Palm Beach hotel or country club Trump decided to make Mar-a-Lago the place” for. .. furnishes details of the nature and location of the problem This information is immediately sent by Workspeed to the person responsible for electrical maintenance That person logs in the time the complaint was received, who will respond, and when it will be corrected All of this information also goes to the building office enabling it to monitor the problem and the efficiency of the repair crew This . be the readers. If the New York Times or the Wall St reet Journal prints a special real estate section, Trump often opts to display multiple ads of Trump TRUMP STRATEGIES FOR REAL ESTATE 190 properties. decided to turn the estate into a country club, he sold some of the antique furnishings that were of museum quality TRUMP STRATEGIES FOR REAL ESTATE 198 for more than he paid for the entire property main- tained. All of the public areas give the members a feeling of comfort and luxury. Although the spa and accompanying beauty salon are TRUMP STRATEGIES FOR REAL ESTATE 200 in timate, they are elegantly