It's always all about the client

By
Real Estate Agent with Coldwell Banker United Realtors® ~ 512.346.1799
http://activerain.com/droplet/5bhc

I consider referrals a blessing! A colleague of mine called and said someone she worked with in the past just referred a $700,000 buyer from CA! The buyer is in need of utilizing her 1031 exchange. She lost out on 5 homes in CA last week! Frustrated and angry she flew into Austin today and I’m sure will be amazed at what her money can buy! What a blessing for my colleague, Chrissy.

Why was she chosen to work with this buyer? It’s easy to understand. She appreciates each client referral and offers them superior customer service. People like and trust Chrissy because she’s smart, fun and has systems in place. She knows Austin and works hard for her clients. If you extend a referral to Chrissy she will go 150% to make it a smooth transaction. I know because I’ve referred clients to her and they love her and thank me profusely for the referral!

I’ve learned referrals are an important part of our business, if we concentrate on giving and receiving them our business multiples. This quote from Peter Druck resonated with me when I first started in real estate: “The purpose of a business is to create a customer.” As in any business the emphasis should be on the customer. Without the customer we don’t have a business.

When choosing an agent to refer my clients I look for a good match first and foremost. It really comes down to my clients needs. Some clients want a very detailed accounting of every step in the transaction and communication is paramount. Some don’t want to be involved in the minutia but want to know you have their back and are handling things for them. They like a brief overview periodically. Either way I always keep in mind my referral is a reflection of myself and must be a good match.

When I began in real estate I always sent referrals through our company relocation but was not happy about the mandatory commission fee charged and the process. I discovered Active Rain and I learned more about agents from reading the posts they wrote. I sent a few referrals through and after negotiating a reasonable referral fee found my company didn’t want to honor it. I stood my ground and told them I won’t charge any referral fee and it will be a gift to the agent! I'd found a perfect match through Active Rain for some dear clients and I wasn’t going to go back on my word to the agent. The process has changed and I don’t have that issue any more but I think it took several of us bucking the “corporate” relocation department to get them to understand, it’s always about the client!

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Debbie Reynolds 03/13/2018 03:00 PM
Topic:
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dorie dillard
chrissy hand
debby reynolds

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Ambassador
3,668,162
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

I always think about what is best of the client and how they will be taken care of. What goes around comes around. Great post.

Mar 11, 2018 08:59 PM #23
Rainmaker
4,256,087
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Good morning Dorie.  I know that I would have no hesitation in referring business your way.

Mar 12, 2018 04:53 AM #24
Ambassador
3,585,299
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Dorie

It should always be about the client. Other than incoming referrals from relo companies I fortunately have never had to go through the company relation group and could make my referrals the way I wanted and with whom.

Jeff

Mar 12, 2018 08:08 AM #25
Rainmaker
625,904
Pat Champion
Coldwell Banker Camelot Realty - Mount Dora, FL
Call the "CHAMPION" for all your real estate needs

I too love referrals and treat them like gold. Thanks for sharing I hope you have a great week ahead.

Mar 12, 2018 09:11 AM #26
Rainmaker
864,641
Sheri Sperry - MCNE®
Coldwell Banker Residential Brokerage - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Dorie Dillard - I am sure Chrissy is going to do a great job.Chrissy must be on cloud 9 with that glowing testimonial about her. I agree that a good match should be foremost on the list when referring a client. 

This is weird, I am working with a client from California who just sold porperty and is looking for two homes here in the Sedona/Verde Valley area. One is in contract and I just made an offer for another one an hour ago.

Oh! This is a 1031 exchange also!

Mar 12, 2018 06:49 PM #27
Rainmaker
150,049
Corey Martin
Martin Presence Group - Ruston, LA
Real Estate and Management Solutions

Agreed, it IS always about the client. And even more than that, it is just about being a positive influence on all we meet. You sound like you have a great referral program. Thanks for sharing.

Mar 12, 2018 09:46 PM #28
Rainmaker
657,588
Nick & Trudy Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtors, Philly Main Line

Yes, it is always about the client/customer. Corporate Relocation is hard to deal with as they interfere more than aid in the transaction. Glad you were able to work around the system.

Mar 13, 2018 06:47 AM #29
Rainmaker
1,176,030
Kat Palmiotti
Grand Lux Realty, 914-419-0270, kat@thehousekat.com - Monroe, NY
The House Kat

What a wonderful post. Referrals are all about finding the buyer or seller the right agent for their needs. The agent you mentioned who gives 150% sounds like a no-brainer for a referral!

Mar 13, 2018 08:29 AM #30
Rainer
271,726
Jason Boone
Duke Warner Realty - Bend, OR
Principal Broker, CRIS, RENE

Great information, thank you for sharing!

Mar 13, 2018 09:11 AM #31
Rainmaker
2,712,365
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Dorie it is always about the clients,those who do not get this do not stay in this business for 20+ years... I have had clients they wanted to do "stupid things" I could have made $25k commission instead I talked them out of it.... no money for me but in the long run I sleep well and am not ashamed of the guy who looks back at me in the mirror...Endre

Mar 13, 2018 10:25 PM #32
Rainmaker
490,471
Hella M. Rothwell, Broker/Realtor®
Carmel by the Sea, CA
Rothwell Realty Inc. CA#01968433 Carmel-by-the-Sea

Dorie, it is absolutely all about the client and that means we have to really know the agent we refer them to. Just credentials, length of time in business, etc. means nothing if your client and the agent aren't a good match for each other.

Mar 14, 2018 01:57 AM #33
Rainmaker
1,320,855
Amanda S. Davidson
Amanda Davidson Real Estate Group - Alexandria, VA
Alexandria Virginia Homes For Sale

Dorie, congratulations on your feature! Your post says it all - it's always about the client. Good for you pushing back on the relo department too - the fact that they changed shows how much they respect your and the other agents who voiced their opinion too. Awesome! 

Mar 14, 2018 07:00 AM #34
Rainmaker
440,418
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Specializing in Brookside, Waldo, Prairie Village

I'm with you on the mandatory fee charged by the franchise/broker.  Who is doing all the work here==not them!  Especially bites when working with a relo company. I know many agents who won't do relo unless it makes financial sense--in other words, a higher priced home.

Mar 14, 2018 09:51 AM #35
Rainmaker
346,730
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL Real Estate GRI, SRES,GREEN,PSA

My agent of choice for a referral is one who puts the consumer first.

Along with that attitude, they must be knowledgeable in their market and professional in their business practices.

 

Mar 15, 2018 09:24 AM #36
Rainer
67,874
Anne Corbin
Fritz Realty LLC - Spotsylvania, VA
Serving Lake Anna & Central Virginia

This is almost the only way to go. We are such a diverse group, spanning an entire country. I know I use AR to find referrals in other states and would in Virginia, if I don't already have a contact here. Sent from Lake Anna, Virginia, to your doorstep!

Mar 15, 2018 10:00 AM #37
Ambassador
2,205,798
Robert Vegas Bob Swetz
Realty ONE Group - Las Vegas, NV
Las Vegas Henderson Homes for Sale

Hello Dorie.

Wonderful post my friend, congrats on the GOLD STAR and featured to the group:

CUSTOMER SERVICE

 

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Mar 16, 2018 02:42 PM #38
Rainmaker
458,689
Pat Starnes, Brandon, MS
Front Gate Real Estate - Brandon, MS
Front Gate Realty ~ 601-991-2900 Office

I love your comments Dorie. Don't get me started on the inequities of corporate relocation. I closed with a wonderful couple in February who chose ME instead of the recommended provider because they wanted personal representation and an unbiased Realtor who put their needs first. Congrats to Chrissy!

Mar 16, 2018 04:24 PM #39
Rainmaker
884,468
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Good for you Dorie for standing your ground and doing what's right.  Referrals are a gift and should be treated that way, honoring the same fiduciary responsibility as our own clients and then some!  

Mar 18, 2018 08:40 PM #40
Ambassador
3,668,162
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

Yes, it is about the client. That is the first priority and good for you insisting on that. I appreciate you sharing this with us.

Apr 03, 2018 03:48 PM #41
Rainmaker
819,565
Elyse Berman, PA
Best Connections Realty, Inc. - Boca Raton, FL
Boca Raton FL - (561) 716-7824 - CRS, ABR, GRI

Dorie, You are so right.  And AR has been a wonderful platform for us to get to know many people.  I wish I had someone moving to Austin - you've got my vote!

Apr 08, 2018 11:11 AM #42
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Dorie Dillard

Serving Buyers & Sellers in NW Austin Real Estate
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