World-class service starts from the beginning - the very first contact. It can be as simple as replying to an information request in minutes or a personal follow up call to let them know you care. It's from that beginning, buyers are treated to a wide range of "world-class services".
The Initial Meeting
Whether meeting someone at an open house for the first time or getting a lead through a website, the first step is to set up a meeting to sit down and really discuss their needs. While the lead capture form or quick chat at the open house might be enough, a sit down meeting makes it personal. I need to know:
- What home you want and where
- Where you are now (address, etc)
- Your timeframe, budget, and other conditions
- Preferred method of contact
- A bit about who you are (this is a relationship after all)
As a post meeting follow up, clients will receive a gift of some kind. This is just a gesture of "thanks" for being a client. Gifts range from gift cards to merchandise. In addition, everyone gets a high-quality, black laquer pen for signing offers and closing papers. It's a nice momento they can use every day as a reminder of our commitment.
Buyers usually have some insight into the market and give us opinions of specific streets, neighborhoods, etc. If not, we help them through that. We then take the search to a whole new level by looking at:
- Active MLS listings
- Inactive MLS listings (back 2 years)
- Off-MLS listings (private or exclusive inventory)
- Bank owned inventory (all of it)
- Pre-foreclosures (targeted contacts)
- FSBOs (numerous sources)
- Coming soon (as much as is known)
- Targeted mailings (buyer needs house on specific street)
Of course, networking with other agents also leads to possible homes that we would otherwise not know about. The point to our clients it that my team goes way beyond normal performance to find a home.
We go the extra mile for our clients. For example, if you're relocating from out of town, we can arrange a hotel while you stay. Do you have kids and can't take them out looking at houses? We'll arrange temporary childcare.
When a home is identified to write an offer, the focus is on making the most informed decision possible so buyers get a CMA for the target home. We'll then sit down and write an offer with price and terms that will give them the best chance of getting the home.
All details behind the scenes are handled as smoothly as possible. We have three phases of interaction:
- Negotiations and disclosure sign-off (buyer disclosures)
- Financing coordination (includes appraisal)
Buyers are walked through each phase and all questions are dealt with in real-time as much as possible. Our goal is to make sure the process is smooth. In some cases, with complicated financing, there may be multiple meetings or property visits required. We're on top of each meeting or interaction.
There are three stages of closing a transaction that may or may not require our presence, depending on the buyer. They are:
- Pre-closing walk-through (one last look before signing the loan documents)
- Loan document sign-off (usually 3-4 days before closing)
- Key presentation
The walk-through may or may not be necessary depending on the home and the buyer but we're always happy to help our clients take one last look at the home before moving ahead. If the client doesn't want a walk-through, we get a waiver signed.
When the loan paperwork is ready, we'll meet with you at the title office to sign off.
Once the title is recorded with the county, we'll meet you at the home (or other location) to present you with the key(s) to you home and a Signature Service Card with on-going benefits for our clients.