Feb

1

2008

A Different Kind of Service

By:


Customer service is important in any industry. However, service in the real estate world is different, more important and more involving than in other professions simply due to the enormity of the transaction involved.

For buyers, the agent is advising them through the biggest purchase of their lives. One that comes with a 30-year signed and legally binding commitment. No pressure, right? For sellers, they are giving up a place they once called home. In addition, it’s likely they want that home sold.

nderstandably, the buyers and sellers are scared, nervous, excited, thrilled, anxious and worried. I’m sure that quite a few are ill tempered as well. I won’t get into whether or not that is understandable but, either way, they often are. As the agent helps the client navigate the journey, somewhere there must be the realization that they are part agent, part counselor.

Through no scientific analysis, I believe the great agents are the ones who pay close attention to, and yes, maybe even coddle their clients. Depending on how success is measured, it could simply be the referrals that get passed along when an agent is not only industry-aware but also helpful and understanding. Or perhaps, it’s in the personal knowledge of having made a tremendous difference in a tremendous event in the lives of the people represented. Whatever the measuring stick, never underestimate the difference the agent makes to those they guide.

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