Buying or selling a home can be stressful. The experience around it is all about client service. It is not about real estate agent service, title service, lender service, inspection service, or any other service. Clients should always come first. In real estate there is a difference between a client and a customer. That is why I call it client service.
Client service is about setting and exceeding expectations. It is providing an experience that not only succeeds in its financial results but also makes the process fun and enjoyable. While people may be happy with the financial aspect, if they did not enjoy the experience it is unlikely they will be repeat clients. The more moving parts in a process the harder it is to deliver that excellent experience.
Tech Support Example
Let me provide an example outside of real estate. I live in Frisco Texas which is an affluent neighborhood about 18 miles north of Dallas Texas. I recently bought a new computer. During the first 30 days it had an issue with the memory. I called the customer support. They said they would have a tech out to my home office to replace the memory the very next day. Holy cow I am shocked at how well this is working.
The next day I get a call, before 9 AM, from the tech asking when would be a good time to come out. He sets up a 90 minute window from 1:30 to 3:00 pm that afternoon. At 1:50 he arrives. This just can't be happening. A company that is delivering service like this is not often found. He sits down at the table. Takes out an anti-static mat, removes the battery and opens the back. By this time I am already thinking about the blog on excellent service I will write. He opens the package and sure enough it was too good to be true. The company sent out two (2) 4GB memory sticks. My machine has two (2) 8GB memory sticks.
As Strong as the Weakest Link
The tech calls the office. They do not have two 8 GB sticks but will have them tomorrow. He packs up everything and leaves with me not having any new memory. The next day I get the call before 9 AM again to set up a call. This time they only sent one (1) 8GB stick. Are you getting the picture? The more people involved the more potential for a mistake. In addition, in this case, a small part is stopping a great machine from working. Imagine a BMW dealer selling a 7 series automobile but being unable to sell it because one of the nuts holding the air filter in place is missing. That is not a good situation and neither was mine.
As an excellent Realtor©, I have to manage expectations and exceed them whether I have control or not. Alerting my clients to critical upcoming dates, communicating with the lender to make sure they are going to meet the 3rd party financing timing in the contract, scheduling inspectors with the selling agent, meeting an appraiser to provide them information I used in for my seller's property, making sure title is ready to provide a HUD well (days) before closing, etc... The more services involved in the process the harder it is to provide excellent client service.
Many Capabilities Required
It is the ability to coordinate, communicate, negotiate, accommodate, annotate, arbitrate, capitulate, locate, etc....that separates the best client service from mediocre or lacking client service. It is the attitude that clients come first and the implementation of that sentiment that will provide an outstanding experience. When you find yourself looking for a new home, selling your current one or maybe just leasing give me a call and live that outstanding experience first hand by calling me. You willnot only get great client service you will also find out what my other clients already know - Your Success is My Focus.