Margaret Rome and John Meussner are hosting the Active Rain What Makes You Exceptional July 2023 Challenge.
Exceptional Definition: Adjective. You use exceptional to describe someone or something that has a particular quality, usually a good quality, to an unusually high degree. Source: Collins Dictionary
The Challenge: This month, we want to know how you stand out and provide an experience for your customers that is exceptional amongst your industry peers.
Do you have scripts or procedures that allow you to scale while providing rock-star-level service? A concierge experience? An awesome post-settlement process?
My Exceptionalism
No scripts for me. I absolutely turn off when people script me. To me, it is a dead giveaway they have not yet honed skills. This is not someone I want to do business with.
My engagement with people is raw and real. I speak from my head, my heart, and often my soul. I know I am not for everyone just as I know everyone is not for me. It's okay. It is not personal. It is business.
I live by the Golden Rule. I truly do. I walk my talk. I do what I say I am going to do when I say I am going to do it. No Exceptions!
Do I have procedures? Absolutely! Having worked in the private legal sector for many years, and later as a project manager working with Fortone 100 companies, I know efficiency comes with refined processes and procedures. I adapt and adjust to changing times.
Among my exceptional characteristics is that I do not take on more business than I know I can manage and provide outstanding service.
Quality over Quantity.
What Does Outstanding Service Mean?
For me, it means:
- Answering my phone.
- Returning calls in a timely manner.
- Timely manner means generally within 2 hours or the next morning with after-hours calls.
- Read and respond to emails in a timely manner.
- Speak professionally and engage with people respectfully.
- No potty-mouthing with clients and respect opinions even when I disagree.
- Honesty. Always. No. Matter. What.
- Ongoing training designed to develop myself personally and professionally.
- Legal Updates, Contract Updates, Professional Standards, Ethics, and so much more!
- Correctly enter listing data into the MLS.
- Correctly complete listing and purchase contracts.
- My clients work with me and only me. The process starts with me and ends with me.
- Provide concierge services.
- All clients are unique individuals. Concierge services are not one size fits all. Services are designed for specific needs.
- My Post Settlement Process is designed for each unique client.
- Many of my clients I never get the opportunity to meet in person. They reside out of state or out of the area.
- So Much More!
To Joe Q Public what I have shared here may seem pedestrian. Of course, you would do that. Don't all real estate agents do all those things?
No.
Sadly No.
Just ask the truly exceptional professionals who work with agents that do not.
The need to raise the bar in the real estate industry is a REAL thing!
This post is a submission by Kathleen Daniels, Certified Probate Real Estate Specialist to the What Makes You Exceptional July 2023 ActiveRain Challenge.
Thank you Margaret and John for hosting.
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