Pay Your Clients a Compliment - Be Prepared!

Real Estate Agent with Keller Williams Capital Properties DC AB15253

I had an epiphany yesterday that I want to share with everyone.  I went along to a doctor's appointment yesterday with my daughter.  As many of you know Lise Courtney has cystic fibrosis.   After a series of blood test, it turns out along with all the other issues that accompany cystic fibrosis, she is suffering from a form of arthritis which flares up sporadically.  

Yesterday, we went to Georgetown University to meet with a rheumotolgist on staff there, Dr. Sean Whelton.  He and his rheumotology research fellow spent over an hour with us.  Both of them had done their homework on cystic fibrosis related arthritis, which is not a well researched area because of the limited number of sufferers.  The research fellow had printed out the most recent research (dating back to 2000) and Dr. Whelton had clearly reviewed the materials and brought his own insights to the discussion.   If you live near the DC metro area, and ever need a rheumatologist, we both recommend Dr. Sean Whelton! 

My daughter was bowled over by the time these two doctors spent with us and by how much time they had spent in preparation for our appointment.  She is used to non-CF doctors who walk into appointments with her who don't even take the time to read her chart and note that she has CF. 

On the way back to her office, I listened to her rave about these two doctors and their level of preparation, competence and caring,  Here is the epiphany: Imagine how we can make our clients feel when we show up like these two doctors - with information not only about our clients' homes and the market but about well thought out explanations as to how the market applies to them.  How would our clients feel if we truly take the time to understand their situation and then show how we will  help their situation specifically.

How many Realtors take the time to research not just the comps but also the larger community and can explain how those market trends and the strengths and weaknesses of their home and community in light of those market trends.  How many Realtors take the time to understand the sellers' situation and craft a program designed to address their specific needs.   

Many of us have wonderful marketing plans and great records but do we effectively communicate how much we care about the individuals seeking our advice and guidance. Do we communicate how much we understand the market circumstances that impact them and how we are going to mitigate the impact of those circumstances on them.   Imagine how that would make our clients feel. 


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Marc St Martin
United Real Estate Infinity - Cape Coral, FL
Your friend in the business!

Lise, great observation and beautiful insight to bring it to our business.  Being prepared and knowledgeable, actually putting your customer's best interest ahead of our own is what separates the true professionals from the rest of the pack.  Thanks for sharing.

Jan 13, 2018 04:37 PM #53
Dana Hollish Hill
Hollish Hill Group, Keller William Capital Properties - Bethesda, MD
Lead Associate Broker

Being on time and prepared seem like they should be standard practice  so it's a little sad what an impression it makes when it's actually done. Great lesson indeed.

Jan 13, 2018 09:51 PM #54
Evelyn Santiago, Managing Broker Heart Realty Group, Inc.
Heart Realty Group, Inc.. - Oswego, IL
Passionate About Real Estate & Our Clients!

You are very lucky to have found such caring and professional doctors to take care of your daughter's healthi isues.  Wishing her the very best going forward.  Taking that lesson and parlaying it into our real estate business is a great lesson we all can learn from.  

Thank you for sharing!

Jan 14, 2018 11:27 AM #55
David Wright
Benchmark Realty, LLC - Brentwood, TN
Real Estate Refined

 thank you for sharing. I am sorry your daughter is going through this and I pray for relief for her. 

Preparation from these doctors is exemplary and something we all should do to stand apart from the competition. How did Lise learn of Dr. Sean Whelton, referral or research? 

Jan 14, 2018 01:02 PM #56
Diana Dahlberg
1 MONTH REALTY - Kenosha, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

A great reminder to all of us ... 

Jan 14, 2018 03:46 PM #57
Karen Feltman
Cedar Rapids/Iowa City, IA Lepic-Kroeger REALTORS - Cedar Rapids, IA
Relocation Specialist

This is a great reminder...ultimately, it is about respect.  Our customers are expecting our expertise and for us to be prepared.  Anything less than that and it is not the best reflection of who we are.  Thank you for the post.

Jan 14, 2018 06:39 PM #58
Neil Jakson

I would like to thank you for the efforts you have made in writing this post.
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Jan 14, 2018 10:06 PM #59
Foster Smith Summerville
Carolina One Real Estate - Summerville, SC
Summerville & Charleston Homes for Sale SC Realtor

Great words of wisdom. Thanks for sharing.

Jan 15, 2018 04:42 AM #60
Robert Hicks
United Country River City Realty - Savannah, TN

Very well said, great example on how "I" can improve. Prayers for you and your daughter. 

Jan 15, 2018 08:20 AM #61
Brian DeYoung
Howard Hanna Real Estate Services - Ithaca, NY
Brian DeYoung

Really good advice, but with the story you especially drove the point home.
Best wishes to your daughter.

Jan 15, 2018 12:19 PM #62
Rebecca Gaujot, Realtor®
Perry Wellington Realty, Adam Conrad, Broker - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

Lise, this is a great reminder to help our clients and there is always room for improvement. Your daughter is very lucky to have these doctors.

Jan 15, 2018 07:48 PM #64
Sally K. & David L. Hanson
Keller Williams 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce - Short Sale

Enthusiasm and empathy are key ingredients in listing presentations....anyone who believes it is strictly business will find out they don't have as much !

Jan 16, 2018 02:50 AM #65
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Excellent point!  Your story is a clear illustration of what we should be doing. Think like your client thinks, get in their head, then provide everything they need to make a decision!

Jan 16, 2018 09:19 PM #66
Carla Freund
Keller Williams Preferred Realty - Apex, NC
Raleigh - Cary Triangle Real Estate 919-602-8489

Lise, how fortunate you found great doctors for your daughter! I agree that we should strive to be our very best and do the research for our clients as well! 

Jan 19, 2018 02:58 PM #67
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

This certainly says it all, doesn't it? First of all, so glad you found this wonderful and caring doctor. What a treasure. And yes, imagine how clients feel if we don't give them this type of service. Great story and the point is illustrated perfectly, Lise. 

Jan 23, 2018 07:07 AM #68
Dorie Dillard
Coldwell Banker United Realtors® ~ 512.346.1799 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Lise Howe ,

I'm thrilled you've found such wonderful caring doctors and after the experience applied it to our industry. You've illustrated perfectly that being prepared, knowledgeable and putting your customer's best interest ahead of your own is what separates the true professionals from the rest! Congrats on a well deserved featured post.

Jan 24, 2018 05:52 AM #69
Roy Kelley
Realty Group Referrals - Gaithersburg, MD
Roy and Dolores Kelley Photographs

Thanks for your comments on my blog. I hope you are enjoying a most productive month.

Jan 24, 2018 07:21 AM #70
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

I’m definitely one for handwritten notes and all that jazz that really makes them feel special, and I mean every word that I say. I really appreciate them

Jan 29, 2018 11:05 PM #71
Dana Hollish Hill
Hollish Hill Group, Keller William Capital Properties - Bethesda, MD
Lead Associate Broker

It's sad when great service is remarkable because it's not the norm. I also tend to notice amazing service and try and call it out. My daughters have also leatned to notice the quality of service they are receiving, which let's me know that I've taught them something. 

Feb 02, 2018 04:53 AM #72
Lise Howe
Keller Williams Capital Properties - Washington, DC
Assoc. Broker and Attorney Licensed in DC, MD, VA,

Hi Dana Hollish Hill  - I am so glad that I am in the same office that you are! 

Feb 02, 2018 07:56 PM #73
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Lise Howe

Assoc. Broker and Attorney Licensed in DC, MD, VA,
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