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Ten reasons real estate clients want to pay more to the agent

Why should any real estate buyer or seller want to pay more to their agent? Isn’t it exactly the opposite of what clients want: pay less or not pay at all? Here is the two word answer: Ritz Carlton. Do not read further if you as a real estate client do not want “Ritz Carlton treatment” or if you are an agent who is not interested in providing it.

What do I mean by Ritz Carlton treatment? I just stayed at the Ritz Carlton Battery Park in New York - it was expensive and worth every penny I paid. Let me give you the 10 golden nuggets of what this treatment is and why real estate clients would want to pay you for it.

Here is what makes Ritz so special and how our clients would want no less. Ritz treatment in real estate

1. Ritz treatment is about top quality – the sheets, the beds, the flowers, the building, the public spaces – is beautiful and made to be enjoyed through touch, feel, smell, views, tranquility, energy and spice, anything and everything to make the clients feel special.

In real estate we can have the “standard package” with the MLS, the signs, the company web sites. But we can also have a “Ritz” package – creative brochures, beautiful videos, unorthodox advertising channels, interactive presentations, blogs, and web – presence that is unique and targeted.

2. Ritz treatment is about the expected standard and reducing risk. When you make reservation at any Ritz hotel in the world you can expect the same standard of quality. It relieves a lot of anxiety knowing ahead of time you can expect quality all the time.

In real estate it is as important to communicate clearly what our standard of quality is and what our clients should expect. Is it different for a $300,000 property and a $3,000,000 property? Is it different for one community as compared to another? If it is, what is the difference and what should the client expect?

Our standard of quality should be just that – standard. This consistent standard would eliminate a lot of stress and reduce the risk for our clients when selecting their real estate agent and entrusting us with their important asset -their home.

3. Ritz Treatment is about attention to details. My son was very excited when he saw on the web site the picture of the room with a telescope. He asked me, if our room will have one. I said that it was there probably as a prop for the photo. To my surprise every room with the view of the New York Harbor had the telescope. This was a detail but it made our stay so much more enjoyable.

In real estate it is as important to deliver the details that make our clients experience more enjoyable? It can be staging, it can be making the showings easier, it can be accommodating the clients' time and schedule. It's details that can add to a big difference in service.

4. Ritz treatment is about training. Every employee is trained to the same high level of service to clients.

In real estate it is as important to have agents trained in the best and latest marketing and communication available.

5. Ritz treatment is to say “yes” to clients’ requests. You can stop a person from the housekeeping and ask about something totally unrelated to their department. The answer is always “I will get it taken care of”- and they do.

In real estate do we unequivocally say to our clients “ I will get it taken care of”, or do we think it’s not our job?

6. Ritz treatment is about communication. If you are standing in the lobby, you can expect a staff member to come over and ask if you are enjoying your stay, where are you from, is there anything you need? The room attendant will leave you a note with the weather forecast and also asking if there is anything you need.

In real estate it is as important to communicate on a consistent basis with our clients about important things, and sometimes just asking if there is anything else they need?

7. Ritz treatment is about upgrades. When you make a reservation and ask for an upgrade, although they do not guarantee it, they will always do it, if they have room availability.

In real estate it is as important to upgrade our service, when we see an opportunity, or when a client is asking for something extra that can be done.

8. Ritz treatment is about doing the right thing. You will be asked so many times during your stay “Is everything OK?” that it’s probably not possible to have something major or even minor to go wrong without it being addressed right away.

In real estate it is as important to not allow big time gaps for asking “Is everything OK?” A lot of small problems can be fixed before they develop into big problems.

9. Ritz treatment is to know you as a friend. If you mention an important event in your life, while staying there, you can expect champagne, or fruit, or chocolates and a card with best wishes.

In real estate this may be the most important - treat our clients as people and friends who want to receive our best wishes.

10. Ritz treatment is to provide the product and service that was worth every penny in their clients’ mind.

Shouldn’t this be the treatment all real estate clients deserve?

Please contact Faina Sechzer at 609-553-41755 with any questions and assistance in buying, selling real estate, and relocation assistance in Princeton, Montgomery Township, West Windsor, Hopewell, and Lawrenceville New Jersey. Referrals are accepted.
If you are moving out of this area, please inquire about the countrywide relocation program.

Copyright 2007 Faina Sechzer All rights reserved. This information cannot be copied, reproduced, transmitted, distributed, displayed or published.

Posted by Faina Sechzer - Princeton, Montgomery, Hopewell, NJ Real Estate Expert on 11/13/2007 02:05 AM

Comments (144)

princeton nj real estate home buyers, princeton nj homes for sale, princeton nj real estate home sellers, princeton nj real estate agent

Post is included in group: Realtors®

144 Comments on Ten reasons real estate clients want to pay more to the agent

NOV

2007

Hi Faina, I LOVE the analogies!!! Thanks for a great and insightful post!

Faina, not everybody can stay at the Ritz Carlton, but everybody "needs" quality real estate services. How do you convey that message to the public? They already think real estate agents charge too much for too little.

Bill Roberts

Vickie - thanks for being able to relate my analogies to the important message about real estate - there is a lot that goes into the top quality offering that our clients deserve.

Faina: Well, I think you did a great analogy for quality service.

I always say "you get what you pay for." Good analogies. Thanks for the well thought-out blog.

Bill - thanks for asking the question I was anticipating as I was writing the post. Actually your question was the reason I wrote the post. Ritz is a brand that is associated with quality. Real quality takes time and money as explained in the post and as every consumer knows from their every day life. The task is to educate what that quality is in real estate, when some consumers are questioning it. Consumers always have a choice how much to spend and on what. There are probably decent Holidays Inns (I believe they are all owned by Marriott) -it's just not the same as the Ritz.

When it comes to selling their most important asset the consumers can decide with their wallet, provided they understand the difference. Thanks for your comment.

Sally -the question of our value is always asked and debated by many consumers and even by the real estate practitioners. My stay at the Ritz provided an opportunity to write about what quality is all about in real estate and how should consumers know the difference in terms that perhaps can be better understood. Thanks for you your comment.

Myra - you are absolutely right. Like I said to Bill -there can be nice Holidays Inns, it's just not the same as the Ritz. This analogy hopefully can make it easier for consumers to understand the concept of quality in real estate.

...and they have feather beds!! We should all model ourselves after the Ritz Carlton and Norstroms.

Missy - OMG, I was ready to just stay in the bed all day. Of course, it is offered for sale so you can duplicate the experience at home. If we model our services after the quality providers, perhaps soon we will be offering take home real estate lessons from the best minds on AR.

Faina, EXCELLENT article. You are so right... Consumers can choose to go to the Ritz or Motel 6. The key here is to find a Real Estate Agent offering Ritz service, like yourself, and not get stuck with Motel 6 quality and service. Bottom line, sellers do NOT pay anything to the Realtor unless we SELL their home. We work on contingency basis just like most attorneys. We don't get paid until our clients get paid. Going with a Ritz quality realtor will ensure that sellers will get more money in their pocket AFTER all expenses are paid.

Congratulations on your FEATURE!!!

Great article and excellent points!!!

Hi Faina,
I love the Ritz and all their services and agree it is worth every penny it cost. Advertisements like this one from you is worth much more than any tv or Vanity Fair ad the Ritz can buy. That's another reason we need to provide quality service so that our clients will be able to tell their friends, family and co workers, they received the best real estate service available and it was from "XYZ agent".

Faina, you couldnt be any more "on". What consumers want is service, the service must be commensurate with the cost (value). What is service? Its different things to different people, in my opinion it is feedback, input (positive or negative) I want a "partner" in the process, communication, etc. Its the extra mile, the little things that sometimes go unnoticed but are always appreciated.

Anyway, I really enjoy reading your posts.

Peter

PS We were in your beautiful area last week, my son is a freshman at a local university.

Irina -thank you so much for picking up the phone and reaching ou. It was one of the better real estate conversations I had in a long time.

I agree with you that consumers have a choice in real estate just like in other parts of the economy. They exercise their choices by paying for what is important to them. If their home happens to be one of those things, then the rational should be clear from the points in the post.

look forward to sharing more ideas of offering Ritz service to our clients.

Cynthia -you are so right. If my service brand is at the level of the Ritz, I know my clients are getting the best. I would want no less for them. Thanks for your comment.

Peter - you obviously have your definition of the top level service. It is important that it is clearly communicated and understood by the consumers. My post is to create the parallel that could be easier for consumers to relate to then simply saying "I provide top service".

Thanks for your comment and I am glad you enjoyed the lovely Princeton area.

Faina, another analogy I've heard was the comparison between K-Mart and Nordstrom. There will always be a demand for first rate service.

Sandy

Sandy -as long as the analogy is articulated so that the consumer understands what specifically is different at Nordstrom vs. K-Mart. I am sure many people find K-mart to be a good solution for their shopping. It's all a choice. Thanks for your comment.

NOV

2007

Faina- And that is why I do not shop at Kmart or Walmart! That is why we stay at Omni and not Motel 6. That is why we stay on the Disney property in a Disney hotel when we go to Disneyworld! And that is why Nestor and I get paid more than most. This post must be your best one yet! I love this post! You outdid yourself! Katerina

I stayed at the Ritz-Carlton in Key Biscayne, Florida for this year's LuxuryRealEstate.com Spring Retreat. The service was superb, especially the little details! The client who appreciates quality and who truly understands value won't compromise by working with a cut-rate agent or company.

Love it!!!! Would you rather pay 4% at the Ritz or 2% at the Motel 6? Ritz is going to exceed your expectations while Motel 6 is going to leave you complaining and trying to get them to knock even more off the bill!!

Faina, this was a wonderful "read" for me today. Thank you so much! You have a way of putting things into perspective for the consumer.

I went straight to this article this morning. A great reminder to start the day. Right now I'm my own client; I'm buying a house. I am going to notice what all I do for myself and make sure I add that to my service package.

Good morning Faina,
You are really on a roll here at AR, so many features! Well deserved --congratulations.

Katerina -guess what? I am not surprised about your choices as a consumer and I am not surprised about your clients willing to pay more for your work. One can't just become a Ritz -type provider, but when they do, to the client it's worth every dime they paid.

Thanks for your praise. It means a lot.

Eric - I have stayed at the Ritz at Key Biscayne, Naples Florida and London, England. We take very few vacation, so each one is very important. To us it's simply RISK CONTROL. I know I can't go wrong at the Ritz, and I haven't. The quality, like I said in the post, is consistent everywhere in th world.

Eric, woudn't you think buying or selling a home is more important then vacation?

Thanks so much for your comment.

David - we once stayed at the "hotel" by the airport in Philadelphia, because we had a very early flight out. The hotel provided parking and cost less for the night with parking, then the airport parking alone. It was a "bargain". Let's just say, we would never do it again. We did not pay much, but we got even less.

Thanks for your comment.

Kris -sometimes we as real estate people can be guilty of to much "realtor"-speak. This post was meant to put the idea of quality in terms everyone can understand.

Thanks for your comment and your compliment.

Cathy - you as your own client deserve the Ritz treatment. I would love to know how your house selling is going. Good luck and thanks for the compliment on the post.

Cynthia - I put a lot of effort in writing -somehow I don't know how to do it otherwise. I am happy to be in good company of people like you, who make this effort worth every minute. Thanks, friend.

Beautiful post! It relly describes how I try to serve my clients each day. Wonderfully said, Faina!

Faina, Great analogy. There are people who do not mind paying for good service but there are some people who say they have champagne taste on a beer budget.These are the people who are hard to please.

Demetria - these ten reason I mention in the post are a good way to gage our service to clients and for clients to do the same. You can't fake the Ritz ans you can't do it easy. It takes a lot of work, effort and education.

It's great that you can provide that to your clients. Thanks for your comment.

Faina - More and more we're seeing people from the hotel industry coming into ours. With their service training, it makes sense. Good one you did here.

cheers

Gita -you are right on. We wouldn't think of asking to stay at the Ritz, but pay the Holiday Inn rate. Holiday Inn is a choice for some people, but it can't be confused with the Ritz or gotten for the same price.

Thanks for your comment.

Gary - the training at the Ritz is truly amazing. The staff addresses the guests as "Ladies and Gentlemen of the Ritz". They ask all the time how else they can serve you. This training would be useful anywhere quality service is offered, real estate including. Thanks.

Well said Faina.

We get the clients we deserve based on our quality level.

Great article, they need to remember, "You get what you pay for"

That's a great approach, I try to run my business like Starbucks, no one objects to paying over $3.00 for coffee. The experience is consistent.

Erby - thanks for your comment. Linda - this old slogan somehow seems to be hard to get through in real estate, which in fact is no different then anything else. Thanks.

Excellent post and well written. Every agent should read and implement.

Like the old saying "If a low price was really the most important think, then everyone would drive a YUGO." Too often we forget to show the value. It looks like the Ritz has not forgotten that.

Great job! At my old office I had a customer service person from the Ritz Carlton and she shared with me all of their systems. It truly is an amazing program. Everyday they had a meeting, they had a credo that they had to memorize etc. A great business model for customer service! Another feature, congratulations!

I love this post! Give me a call, I have some ideas for you and your marketing.

Thank you....My pleasure!

Their slogan is "Ladies and Gentlemen serving Ladies and Gentlemen"..pretty much sums it up.

You're so right! Thanks for the great post and the great analogy.

And now I'm salivating over the thought of staying at the Ritz in New York!

A premium position in the market requires that you have systems in place to deliver a premium service experience. Consistently. Every time. Most of us like to think of ourselves as delivering a Ritz experience. THe question is, what systems are in place to flawlessly deliver on the experience and live up to the promise.

Great post Faina! Here on AR, you're pretty much preaching to the choir, as that's why we're here. Those of us active here are actively seeking new and more productive ways of doing everything you've listed above. It's the other agents out there that need to get these principles through their heads. It's all about relationships, service, exceeding expectations and handling EVERY detail, even the seemingly insignificant ones. Thanks for a great list for all of us to refer back to!

What a great post! Yes, you get what you pay for and the Ritz / Motel 6 analogies are great. Of course, you could spend less. Foxtons clients attempted to do just that....look what happened to them.

Congrats on a great article & the feature!

Antoinette Scognamiglio, Prudential NJ Properties

(oops, just realized I'm not logged in...)

Nice article! It's always important to remind the consumer they are getting what they pay for. As long as they know that and still make the choices they do it's ok. Sometimes I want the luxury of The Ritz and sometimes I can just breeze through the Holiday Inn, but for the important occasions in my life The Ritz is the choice.

I give my clients three choices, so they can decide what they want. Sometimes it's the Ritz and sometimes it isn't, but the bottom line is that they get what they pay for. When they get what they pay for, they are happy. Excellent post! Consistency of experience is very important.

Okay, TWILIGHT ZONE MOMENT! I woke up this morning with a very similar post in mind, but from the opposite viewpoint - that sometimes you pay a whole lot for nothing special and feel ripped off (like I felt when I stayed at the Coronado Hotel in San Diego)... and sometimes you get exactly what you need at a very reasonable price (like I feel when I stay at La Quinta).

Excellent post. This one's a keeper.

Faina, excellent post this is a bookmark. Congratulations on the gold star!

Christina - in your analogy with Starbucks there is another component and it's the atmosphere, the life style. People are not just paying for the coffee they are paying for the experience. Thanks for your comment.

Ryan - I was hoping to reach the choir audience, not just to the choire. I don't know if my voice gets carried that far outside AR walls, but I am hoping Google can help spread the message.

Surprisingly, not all agents can articulate the principals of why their work is worth X to the consumer. In that sense I was "preaching to the choir". I hope it wasn't to early in the morning for a sermon.:)

Thanks for your comment.

Great analogy, Faina! Not only do you sacrifice service and the overall experience by cutting costs, but such a consumer should also worry about the return on the investment. Will the agent who is working for peanuts command top market value today, or secure the best deal on a solid investment (not try to slam the client in the first house they see)? I really enjoyed this post, Faina.

Faina, That reminds me of a question my broker told me years ago. "Mr. Seller, what is more important to you, the amount of money I get paid, or the amount you take to the bank?" As we know, the greater the exposure, the better the offer (on a quality property).

Faina, I guess that's why they call it "puttin' on the Ritz." Good post and well deserving of a feature.

Faina,

Great, great analogy. I used to travel extensively and I did go back to the same hotels over and over because of the "royal treatment" I received at some of them. Good service gives you clients for life!

Great article!! We get off the beaten path so often and forget about others feelings and emotions. Thanks for a great analogy story and keeping it right on.

Great blog! I want all of my clients to feel that they have been pampered by me!

Thanks for a great post. It's a pity some agents think all they have to offer is a discount. What part of getting paid do they not like? I'm a full price agent and I provide first class service. I think agents who don't believe their services are worth paying for should find a new line of work.

Faina,

Great analogy and a great lesson for us all, thank you. I love the Philadelphia Ritz a few times a year and I get exactly what you mean....for those who do not, try a stay at one.

Nice comparisons to real estate. I do see that service and listening to clients is sorely missing today. Also, the clients have no idea what really goes on behind the scenes to make a real estate transaction go forward -- especially from the buyer's side. I think part of the problem is that many people believe anyone can do this job -- and perhaps, we have taught the public to believe this by our actions and words. It is time to reeducate the public.

Linda - It's important that our clients understand what exactly they are paying for.

Christina - at Starbucks we are paying not just for coffee but for the total experience. An yes, experience costs money as Starbucks success proves.

Kevin -Ritz is very good at what they do. I believe each Ritz is independently owned under Marriott umbrella. It's amazing that the quality is so consistent.

Diane - yes, they train staff every day and they start the day, like you said, with a meeting reciting the important principals of their service.

Thanks for the congrats.

Margaret - I am always open to new marketing ideas. shoot me an e-mail and we can connect off-line. Thanks.

All -that is what they say and leave little notes for you. It does deliver a message.

Nancy -as I said worth every penny. Make sure to get the room facing the Statue of Liberty. Worth a few more pennies.

Antoinette - thanks. My point was to sure all that goes onto charging the premium rates. Foxton's clients probably wished they paid more and got more.

Josette - you said "for the important occasions in my life The Ritz is the choice". I wonder if clients think selling or buying their home is an important occasion? Thanks.

Bob -you are raising an important issue -consistent delivery of promised quality. First of all you have to specify what it is that you promise, then you have to deliver on the promise, and then you have to deliver it consistently. Systems need to be in place for such delivery.Thanks.

Thanks for the "Ten Commandments" I really enjoyed reading your post. Being new in the business these will really help in the customer service aspect of the job. Thanks.

Kelly - I would be very interested in learning how you present th three choices. It sounds like a very good idea. Please share if you don't mind. Thanks.

Jeniffer - I would think it's about delivering on the promise. At the Ritz they had the telescope in the photo and they had it in the room. In fact it's about delivering more than expected, since I thought the telescope was just a prop. At Coronado they obviously did not deliver on their promise. I've heard it before.

Paul - I would imagine that Ritz pays their employees well and it shows in their performance, but of course adds to the cost of running the business. Their premium rates are supposed to cover it all plus profit. In fact we as consumers pay to the Ritz for the RISK AVOIDANCE.

Isn't this an important component of buying and selling a home -controlling the risk? It's a concept business people understand well -risk control costs money. They consumers may have not gotten the message yet when it comes to real estate. Thanks for your comment.

Excellent post Faina. As others above have said - it's a bookmark! You are so right that you will ALWAYS find an exceptional experience at the Ritz. My favorite was at the Ritz on the Red Sea in Egypt. The arrival van was greeted by a red carpet and small band! Quite a greeting for the four of us - puts a smile on my face every time I think of that visit!

Hi Faina,

Yes, yes and yes to all of your points. Brilliantly executed post. Another good job with another well deserved Gold Star for you.

Nathan -that is surely one way of putting it. Thanks.

Dan -thanks for the compliment. It means a lot.

Mike -I couldn't say it any better: "Good service gives you clients for life" BTW - I love the Ritz in Naples.

Faina,

Ritz treatment sure can make a huge difference. Timely communication is one of the keys to guest satisfaction and it doesn't cost any money, only time and effort. How about doing the right thing? You want to close deals, that'll get them done.

Suzanne - thanks for reading and commenting.

Emily -pampering has it's costs. I am sure your clients appreciate it and are compensating you accordingly. Thanks.

Erin - Everyone practices in different ways, just like there are other choices besides the Ritz. There are agents that probably provide a different service then you, and they charge accordingly. As long as the consumers understand what they are getting -it works. When the consumers think they are getting one thing and in fact it's a different thing - that's when we have problems.

I agree with you on the service however its amazing how many people go for the Costco approach....cheap and no surface.....

I don't loose that many listings but when I do and especially to a discounter it kills me.....I notice that a lot more of the discounters seem to be going under a little more and I doubt that they have to many referrals and or be backs......but it always amazes me how people flock to cheap and no service.

Todd Hueffed

http://www.thathomezone.com/ in partnership with Keller Williams North Seattle

Dan B.-I agree. I used to work across the street from the Philadelphia Ritz at the "cloth pin" building.

Joan -you said: "It is time to reeducate the public". This post was trying to do just that. It can be seen as "preaching to the choir", if it stays within AR walls. People here probably don't need convincing. The challenge is to get the word out.

I should probably include this post in my next listing presentation. thanks for your comment.

Fernardina -wow "Ten Commandments" - I am really flattered. Sometimes it can feel like Moses preaching to the Israelites, but no one is listening. Thanks for your comment.

Michael - that must have been an experience. We stayed once at the Ritz in London. They brought in cereal for the kids in the morning in huge big silver bowls with dome covers, rolled on a cart with flowers. I was afraid to go home - the kids got spoiled so fast, they thought that's how it will be for ever.

Lisa - thanks, you are too kind. Take my word and go for the night after you sell something very important.:)

Esco - you see my point. This weekend just reinforced it in my mind. Thanks for your comment.

Faina- Congrats on another feature! You are really knocking them down around here! This post was also a Localism Feature. Katerina

Katerina -thanks, friend. If you say I am "really knocking them down around here", I would take your word for it. How would I know about Localism? I just post it to the group and it kind of disappears there. Where should I look for it?

Thanks for your support. P.S. We need to somehow breathe in more life into our 30 second commercial.

Great post, Faina! I am a firm believer that discounting your services creates the perception that you are not worth full price. Many people believe that you get what you pay for -- why not charge top dollar if you're providing top notch service?

Great job Faina! We do need to offer excetional service like this then like you said people will be willing and wanting to pay us what we are worth!!! Congrats on your feature! I am a feature neighbor today!!

Marissa - You wouldn't hear an argument from me. The important part in my mind is to make sure that the client understands exactly what "top notch service" is. I don't know of any agent who says that they are providing sub-standard service. Yet we all know that the service could be quite different depending on the provider. Thanks for your comment.

great info, I love the format and content, keep up the good work!

Faina: I took my services and figured out how I could break it down into three distinct plans and three different commission rates. I cover all the bases with every plan (except for print advertising, which is only done at the "Gold" level) but I do it in different ways. Direct mail, for example, would be a different amount of postcards mailed for each level of service. Catered broker tour vs. gift card giveaway vs. no catering. Etc. I guess my feeling is that "one size does not fit all". It stems from my experience as a mom. When my kids were little, if I told them that we were having "X" for lunch (even if they liked "X"), they would have a fit. But if I gave them three choices, they didn't have a problem, and would often choose "X" anyway. Clients get to choose what they want, and the end result is no commission objections. Just giving back a little control to the client. It keeps me from discounting my services, since I structured it to save me money and/or save me time (which is money). I'm quite happy with whatever level they choose, because I've structured my business to maximize my profits. It's a win-win. If you have more questions, please feel free to email me directly. :)

great post! Take Margaret up on her offer. The is the epitome of this:

Differentiation is where it's at! And while 15-20% will be attracted to discounts & 5% are attracted to exclusivity. It's a great place to position yourself!

Hi Faina,

Great post, people are willing to pay for good service . We have a community next to mine in Stone Harbor and Avalon NJ where agents regularly list 2-5 million dollar homes at 6% and down where I am in the Wildood area you have to fight with 2-3% discount brokerage companies. And the average sale is $400,000 .

David Green GRI

RE/MAX of the Wildwods

Well said! Bravo! Your post is very well written and a clients would be able to relate to the comparisons you made.

Putting on the "Ritz". Great comparisons but we need to give this kind of service to retain the clients. And they know it too.

Faina: (Thread drift ahead in regards to how to find your localism posts!)

You can find your localism posts here

State of New Jersey

Mercer County

Princeton

You can visit Localism any time you want by clicking on whichever link you want State - County - City at the top of your "My Home" page.

Home : New Jersey : Mercer County : Princeton : Faina Sechzer - Princeton, Montgomery, Hopewell, NJ Real Estate Expert

Those links will take you to a listing of agents in that area.

At the left side under the featured agent is a few links that look like this:

About NJ Info:
NJ - Information
NJ - News and Events
NJ - Market Reports
NJ - Blogged Listings

Profiles By County:
Atlantic County (42)
Bergen County (165)
(continuing list of counties in New Jersey)

OR:

Mercer County Info:
Mercer County - Information
Mercer County - News and Events
Mercer County - Market Reports
Mercer County - Blogged Listings

By City:
East Windsor (3)
Ewing (6)
(continuing list of cities in Mercer County)

Princeton Info:
Princeton - Information
Princeton - News and Events
Princeton - Market Reports
Princeton - Blogged Listings

Click on one of those links and "whiz" you're on localism for whatever you selected.

By the way, Mercer County and Princeton is full of yourself, well, except for the listings section.

Congrats on being a featured agent in Mercer County and Princeton.

Only another 110,000 points to be featured in the state of New Jersey.

But your Active Rain profile comes up on the first page of Google at number 9 when you google "real estate agents in princeton nj"

Way to go!

BRAVO! Beautiful work of art! You are an inspiration! Thank you for sharing

Thanks for the great advice. We need to perform beyond the "ordinary" real estate agent. And I think most agent are offering their services too cheap. That's why we don't get that much respect from clients. Just offer Ritz Carlton Treatment and charge Ritz Carlton fees too, and you will be above the crowd.

The Ritz quality service is what we should all be striving for. Not the crackers

Todd - I made a decision this year to only work with the clients that I want to work with -those that see the value. I know not everyone is in a position to do it. It's OK with me if consumers people "flock to cheap and no service" as long as they know that this is what they are getting. Our economy is based on consumers making choices; the problem comes when the client thinks "they are staying at the Ritz", when in fact it's Holiday Inn.

Great post! I reinforce to my employees that our customers are calling us because they expect top customer service from us vs. Bubba's Junk Hauling (not a real company). We constantly reinforce this in our training.

At our annual conference this year John DiJulius, a business owner that understands top notch customer service, spoke to us. He has some great ideas on how to train your employees to deliver this over and over. He has made his chain of salons into an experience, not just a place to get your hair and nails done. John now consults for companies like Nordstrom, Lexus, etc. Check out his website at http://www.johndijulius.com/

He definitely got me thinking on systems to put in place to ensure high quality customer service every time.

Kim -thanks, feature neighbor. Clients can decide what they want to pay for the service. We need to provide the information as to what our service entails.

Frank -thanks, thanks, and thanks. I'll try.

Joeann - I will find out what Margaret has in mind. Thanks.

Kelly - thanks for coming back with the details. I will e-mail you, if it's OK. You have a very good idea -giving the power of the choice to your clients.

David - may be one way to avoid "fighting the discounters" is to clearly spell out how your "package" is different from theirs. If the client chooses the discount option, that;s their prerogative. As long as there is no mistake in expectations.

Kelly - thanks for coming back with the details. I will e-mail you, if it's OK. You have a very good idea -giving the power of the choice to your clients.

Alma -thank you. If the consumers find this post, they should be able to get the message.

Robert - I agree completely. Thanks.

Michael - We can decide on the type of service we provide and the consumers can decide on what they want to buy and how much they want to pay for different level of service.

Eric M. - we share the same views. Thanks.

Eric B. -systems make delivering consistent quality easier. Thanks.

Fania-

Wonderful post! I keep explaining to my Agents about the reasons for asking for full commission for top notch service! I am sending them a link to your post! Thanks so much!

Erby -wow! You did all this research just for me? I am totally flattered. The 110, 000 more points I am not sure about. I already got my beauty sleep reduced greatly with whatever points I have. For some reason, I only know how to do it the hard way.:)

Thanks for letting me know about all of the Localism stuff and your comment here.

Faina, nice feature. For anyone that has ever stayed at a Ritz can surely second what you said about them. I was lucky enough to have stayed in Boston a few years ago.

I do agree, every client we have no matter what type of home they have deserve the respect and attention we can possibly muster.

Rick - please do. Your agents should to be able to articulate what they are offering as part of their "top notch service". If they make it clear to the clients, it's up to the clients to decide if they want this level of service.

The problem often is that agents can't articulate it. It's no surprise that client's don't understand the difference. Thanks for your comment. I am glad to help in whatever way I can.

Rob -The service should be explained to the clients regardless of the type of home. Thanks for your comment.

Good post. Yes, providing Ritz quality treatment deserves Ritz quality payment.

As always, excellent post! I love being pampered, but you know what is even more rewarding? Really taking care of someone else and exceeding their expectations! Thank you for the inspiration.

Bob & Carolyn - you said it all and very succinctly. Thanks.

Maya -I am deeply touched by your words. Thank you.

Debie -this is the most special part of top service levels - "Really taking care of someone else and exceeding their expectations!"

Thanks for the very kind words.

Good post, Faina. I think all clients deserve the Ritz treatment... as well as the best skills.

You are right except to say that I've stayed at the Ritz and wasn't that impressed. Certainly I have stayed in better and had better service than that, but I agree with your general principle.

NOV

2007

Lane - the "Ritz treatment" comes at a price and there may be clients who prefer not to pay it. Sometimes it's hard to explain what the real difference is. Thanks.

Simon -that must've been very disappointing. When you pay for a certain level of quality and service, you should get each and every time. BTW, which Ritz was it? Thanks for your comment.

Faina - Home Run!!! A fellow agent was complaining to me yesterday about this very issue - he was always struggling to come up with the answer to "why don't you cut your commission when you suggest I reduce the price of my home?".... this is a great analogy.... and a great post! Thanks...

Miss Faina,

I've stayed in a bunch of the Ritz Carltons, even this one on Battery Park. I'm ashamed of myself. I can't believe I didn't come up with this analogy without your very, very expertly written piece. Thank you for that.

While I don't travel as often as I used to, having to go to another city on business was, to me, always such an imposition. To make certain that feeling didn't get in the way of my attitude, I always rewarded myself with great accomodations if they were available.

The various Ritz Carltons and the Beverly Wilshire in Beverly Hills are this country's best, especially if you throw in the Greenbriar in White Sulfur Springs, West Virginia. The Essex House in Manhattan used to be; perhaps it still is.

Billycherry

Eva -thanks. Perhaps I can include these ten reasons in my next listing presentation.

Bill - don't worry, there are other good places to provide inspiration for a post. In fact they can be bad places, anything that makes us think.

We try to do the same as you when we travel -why take the risk of having a miserable trip? Saving Money? Those usually are the most "expensive". Thanks.

I liked reading through your posting on the Ritz treatment. I too think this is important. I call it superior customer service. I mow lawns, shouvel snow, etc for my clients. What ever it takes!

Well said! I enjoyed reading thru the Ritz post. I haven't stayed there for awhile but after reading your post, I am ready to make a reservation. I try to convey this same message to my clients. They have to be told..they don't understand. Most people think that all Realtors are the same and offer the same service.

Donald - your clients know that they are paying for "superior service" and must be happy because that's what they want. Thanks.

Angelica - you are right on. The most amazing thing is that not only do the clients don't understand, there are agents who can't explain how their service is different.

NOV

2007

Really enjoyed this post. "Consistent Excellence" is important!

Melanie -thanks, I am happy you liked this post. You captured the main idea of what I wanted to present.

NOV

2007

That was a great post! Oftentimes, I wondered what I could do to stand out from the crowd, and convey the message that I'm providing Ritz service. Thanks!

Linda -the key is to provide the exact specification of what is the difference in your service, and then to consistently deliver according to that specification. Thanks for visiting my blog.

Great post Faina, The only thing I don't like about the Ritz is that you have to wear a sport coat in the public areas (they even have ones for you if you forgot yours). Very thoughtful analysis.

Mike - at the Ritz in new York people were wearing jeans and whatever they wanted in the lobby, in the bar and in the restaurant for brunch. May be the formal attire is required for dinner -I am not sure.

Thanks for your comment.

Faina, Enjoyed our conversation today. You are a delight.

Please let me know how these ideas work for you. You are welcome to share on the Rain.

I agree 100% FAINA, the extra customer service and attention to detail is what makes signature service!

NOV

2007

Margaret -it was great talking to you. It's always a bit of a nice surprise to hear the "real" voice behind the blog. Your idea is great. I'll let you know what happens. Thanks.

Great incite on why we should expect more for giving first rate service.

Daniel - I agree - we should also explain what first rate service entails. Thanks for your comment.

This was excellent Faina. Real Estate agents need to think about the level of service they are truly providing. It is the Ritz...or the Holiday Inn? And then charge appropriately. This would make our service much less confusing to the public who remains perplexed by the fact that you can hire a great agent and a lousy for for exactly the same price.

Lola - that was my point. To make it very clear -the service has to be spelled out. Nobody ever says -"I provide lousy service". Yet you and I know that there is a big difference in what agents provide. Once it's clear what we offer there should be no arguments about the price. Thanks for your comment.

NOV

2007

Great blog! Yes, we all want the pampered style. I love it and my clients love it!

Jan - there are some who think they want pampered style, but don't think they should pay for it, or can't differentiate between different level of service. Thanks for your comment.

NOV

2007

Great topic, relates to what I am doing here.... offering realtors a 4% referral fee for buyers of investment condos up to 40% discounts? Who can beat this deal? Makes the buyer and seller happy........ Lets make it happen and call today. Condos available in AZ, FL, NV, IL and MN..

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Good post. Yes, providing Ritz quality treatment may deserves Ritz quality payment, or one can hedge their bets and provide Ritz service at a discount.

Take care!

RJH

Robert -Ritz does not seem to want to take you up on your offer. Why would they offer discounts, when they are all booked up at their regular prices? Thanks for your comment.

NOV

2007

Faina: Great blog! I use the same analogy with the Walmart Lube Express vs. A Luxury Dealership Service Center.

Like Loreena, I use Neiman's vs. Walmart. No matter how many Walmarts there may be, we're always proud of what we receive at Neiman's!

NOV

2007

I actually read someone else's blog that addressed your blog about the customer service. Right now I am over the lack of customer service out there and the ungrateful attitude laden teens every where that work most of these jobs. Your Orlando & Lake Mary Real Estate Expert, Heather Joubran

Loreena -there are many analogies that can be used effectively. What is important is to give the customer the exact specification for what our service is. People that go to Wallmart do not mistake it for anything else. Thanks.

Marry Ann - you are right. Can't confuse the two. Thanks.

Heather - the problem comes if consumers have to pay high service level prices for low level service work. Thanks.

NOV

2007

I'm at a loss for words. What a wonderful, astounding, relevant, stupendous post!

Thanks for posting!

Debbie -all I could say was: "what? where? who? me?". Thanks, you are too generous with praise, but I will take every single word and enjoy it.

NOV

2007

Faina, thanks for a great post....it is actually the inspiration for my sales meeting tomorrow! We are going to focus on how to give Ritz service. Should be a pretty good topic, I think. Pat

FEB

2008

Finally something I can use. Very informative. Thank you.

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