The Five-Star Service Formula: Systems That Work w/ Trisha Cook & Shawn Kunkler

What does it take to earn over 1,600 five-star reviews? In this episode, Shawn Kunkler sits down with Trisha Cook to break down the systems, service standards, and relationship-building strategies that separate good agents from exceptional ones. Trisha reveals how proactive communication, a rock-solid support team, and operational efficiency create the foundation for consistent five-star experiences that turn clients into lifelong advocates.

Trisha shares her approach to anticipating client needs before they even arise, why treating client relationships like genuine friendships changes everything, and the marketing strategies that provide real value instead of just noise. They tackle the realities of navigating challenging market conditions, the importance of understanding client fears and concerns with empathy, and why having systems and processes in place isn't optional, it's the only way to scale without sacrificing quality. From building a team that amplifies your strengths to continuously adapting and improving in shifting markets, this conversation delivers practical blueprints for delivering world-class service at every touchpoint.


You will learn:
The exact systems behind Trisha's 1,600+ five-star reviews
How proactive communication anticipates client needs before they ask
Why building a strong support team is non-negotiable for five-star service
Marketing strategies that provide value and strengthen client relationships
How empathy toward client fears improves communication and outcomes
Why continuous improvement and adaptation separate top performers

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Special thank you to Andy Bovender and his team in the Carolinas for sponsoring this episode! https://bovenderteam.com/

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Highlights:
00:00 The Promise of Five-Star Service
03:00 Building a Strong Team and Support System
06:05 The Importance of Client Relationships
08:44 Marketing Strategies and Client Touchpoints
11:51 Navigating Market Challenges
14:37 The Role of Systems and Processes
17:48 Continuous Improvement and Adaptation
20:39 Understanding Client Needs and Fears
23:25 The Impact of Market Conditions
26:46 Future Outlook and Market Predictions


About the Podcast:
Realtor180 is a weekly show dedicated to connecting you to top-performing agents nationwide to learn their insider secrets for succeeding on a massive scale. Each week we discover fresh marketing ideas, business strategies, and doses of inspiration to grow your business to the next level. More importantly, we will hear firsthand from industry experts about the pitfalls to avoid making along the way.

Hit that subscribe button now, grab a notebook, and learn that one thing that will help you turn your business around 180 degrees.

Curious about the gear Shawn uses?
Mic 1: The desktop mic I use is the Sure MV7 USB. With content creation, it's all about having a crisp voice https://amzn.to/4aw6a2J
2: Wireless Rode Go II mic This is a great mic if you are doing a walk-and-talk video. https://amzn.to/3vy1gTK
Headphones: Sennheiser HD 280 Pro Having headphones helps hear the guests easier and prevents talking over one another. https://amzn.to/3v50LAj
Camera: Logitech Brio 4K. Video equipment for beginners, it's all about looking great! https://amzn.to/3T7khnI
Lighting: Newer 2-pack dimmable lighting kit adjusting the hue and color balance is key! For the price, these are the best. https://amzn.to/435LJXN

EXTRAS:
Boom: This arm is high quality https://amzn.to/4a1N6ZB fyi cheap arms will creak and crackle if you move or bump them which ruins the listening experience...
Tripod: Mini webcam tripod https://amzn.to/43z4pPP Outlets: You will quickly run out of places to plug in things...
Consolidate wires, this block will help with that https://amzn.to/49XM4y2