Making the business flow

Real Estate Agent with Coldwell Banker Cascade Real Estate

Over this last weekend I was in Seattle visiting a friend that has a catering business in Seattle. His business is strictly high end and he does zero advertising! Everything is word of mouth and he is booked up well in advance...even during the last few years he was booked when others were trying to figure out what hit them. The secret to his success; keep the overhead low, provide a premium product and be sure your level of service and customer  response is very high. He does so well that some others have even asked to borrow his staff and have him consult on their events. But his main emphasis is service! His staff is specifically hired because fo their ability to relate to people. He allows the lowest waiter authority to solve a problem, on the spot and of course my friend is personally involved.


Our business can be a lot like that. There are two basic styles...transactional (get it, book it and move on) and relational (keep a longer term relationship, make the client part of a client community of which you are the hub). It is not easy to do and requires work... but the payoff is your business will soar... the transactional type may beat you in $$ today and even tomorrow but the relational type approach will keep you going in good and bad times and your business will grow. Advertising becomes less important and is replaced by client contacts, personal notes, visits and constant written contact. More meaningful than a trickle email and most "social media" ideas are only a tool rather than an end. But the business and opportunity are there. 


When I left my friend we had agreed in his business that you could have excellent food and crappy service and you will be quickly burned out. But you can have mediocre food and first rate service and people will give you a second chance or even better recommend you. Same is true in our business you can get someone a hot deal but provide poor service and you will be remembered but not the way you want.... or as my dad used to remind me...the customer is always #1

Perrin Cornell, Broker, ABR


Century 21 Exclusively

Wenatchee, WA 98801

Posted by

Perrin Cornell, Broker, ABR

Century 21 Esclusively

135 N. Missin

Wenatchee, WA 98801

Web Site


Comments (27)

Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Yup! People care about those who care about them! :)


Love and light,


Nov 05, 2012 05:00 AM
Michael Blue
Home Smart Realty West - Encinitas, CA
REALTOR - 760-889-8877, Encinitas/Carlsbad
Certainly old-school in that equals great business, Thanks for the post.
Nov 05, 2012 06:03 AM
Reuben Fine
Fill-In-The-Blanks PDF Flyer Templates - Rossmoor, CA

Great customer service and a high response rate! The two factors of buiding a successful business. Great article. **Subscribed**

Nov 05, 2012 06:11 AM
Chuck Mixon
The Keyes Company - Cutler Bay, FL
Cutler Bay Specialist, GRI, CDPE, BPOR

very good example of how it works in our industry.

Nov 05, 2012 07:39 AM
Eric Michael
Remerica Integrity, Realtors®, Northville, MI - Livonia, MI
Metro Detroit Real Estate Professional 734.564.1519

Perrin, you hit this one out of the park. Great blog. In real estate, there are clients that you just can't wait to get to closing and be rid of. But for the most part, you'd rather keep a lot of them for future business and referrals.

Nov 05, 2012 09:31 AM
Kim & Kristine Halverson
Compass - Santa Monica, CA
Sisters, Realtors

I love this!  simple words of wisdom.  You will do well.  Kristine :)

Nov 05, 2012 09:37 AM
Pamela Seley
West Coast Realty Division - Murrieta, CA
Residential Real Estate Agent serving SW RivCo CA

I prefer developing face to face relationships rather than on facebook or social media.  They are more meaningful.

Nov 05, 2012 10:03 AM
Ed Silva
Mapleridge Realty, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

Sounds like business the way it used to be before computers, Internet and being 'Social'. Treat the customer/client like a king and the mana will flow.

Nov 05, 2012 11:50 AM
Christine Donovan
Donovan Blatt Realty - Costa Mesa, CA
Broker/Attorney 714-319-9751 DRE01267479 - Costa M

Perrin - It sounds like your friends has figured out how to make business work and take care of his clients.

Nov 05, 2012 02:04 PM
Harry F. D'Elia III
RentVest - Phoenix, AZ
Investor , Mentor, GRI, Radio, CIPS, REOs, ABR

People expect much from their Realtor and people deserve to be working with the best.

Nov 05, 2012 07:38 PM
Amanda Christiansen
Christiansen Group Realty (260)704-0843 - Fort Wayne, IN
Christiansen Group Realty

People care about people that care about them.  Very good blog and very well said.                                                  

Nov 05, 2012 08:55 PM
Ron Barnes
Associate Broker at Berkshire Hathaway Home Services Georgia Properties - Jasper, GA
"Most agents claim they're #1 - I THINK YOU'RE #1!

Great post Perrin! One additional benefit I've noticed is that people who give great service are naturally easier to work with from a Realtor point of view.

Nov 05, 2012 09:53 PM
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

The customer isn't always right but they are NEVER wrong has served me well......good post here

Nov 05, 2012 10:18 PM
Charles Stallions Real Estate Services
Charles Stallions Real Estate Services Inc - Gulf Breeze, FL
Buyers Agent 800-309-3414 Pace and Gulf Breeze,Fl.

Great post and service is always the key to good business, with my 87% referral only business, I know I still have a ways to go.

Nov 05, 2012 10:53 PM
Rich Gaasenbeek
IXACT Contact Real Estate CRM - Toronto, ON
Real Estate CRM & Marketing Made Easy!

At its core, real estate is a relationship business so focusing on great service and building relationships with your current customers over time does generate referrals and repeat business! - Rich

Nov 06, 2012 12:34 AM
John J. Woods
Big Dog Press, LLC - Winder, GA
Going where no man has gone before - wouldn't you?
   One of the great truths (for me, at least) in life that I learned at a very late age came from this quote:  “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”  Maya Angelou
   Whether you give them great or crappy service, or great or crappy food (product) - Take heed.
~ \ | / ~

"Remember - Think twice, push ‘Send' once.  Blogging, posting, commenting:  It's all 'never having to say you're sorry', because that won't make any difference --

-- it's FOREVER!"

Nov 06, 2012 02:11 AM
J Perrin Cornell
Coldwell Banker Cascade Real Estate - Wenatchee, WA

Wow I think I hit a nerve! Thanks to everyone that has commented! One of the great things of our profession is the business model is as varied as the number of participants (ok almost so). But based on all the above a large segment of us believe...really believe in client service and relationships to get the job done! Thanks!

Nov 06, 2012 06:38 AM
Joy Daniels
Joy Daniels Real Estate Group, Ltd. - Harrisburg, PA

You are right -  it's all about relationships.  We need to cater to our clients!  Thanks  for your very thought provoking post.

Dec 14, 2012 10:20 AM
Frances C. Rokicki
Fran Rokicki Realty, LLC - Bolton, CT

Perrin, Agree!  As Buff says, if you and the client are not on the same page, D for delete.  Don't let those people take away your good service and name.

Dec 15, 2012 07:07 AM
J Perrin Cornell
Coldwell Banker Cascade Real Estate - Wenatchee, WA

Joy and Fran... thanks for dropping by. Joy, I hope I was not too critical on yours...I just believe there are more "effective" not saying what you do doesn't work or is not a good idea... the beauty of what we do with 1,000,000 agents there are probably 888,999 business models... Fran and mine being similar ;)

Dec 17, 2012 01:49 AM

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