I am working on my business plan for 2012. I do this every year- budget, calendar, activities, staff, standards.
Every year I ponder the question, “why should a client choose to work with me and not any other Realtor?”.
The answers are vital. They shape what I do and how I invest in my business to improve my customer’s experience. I never stop wondering, how can I be truly excellent?.
However, after nearly 25 years of pondering these questions, I have never published my business standards, policies and aims- my “manifesto”. This is not an original idea- it started with a Realtor I respect in Arizona- but I think it is an important idea. If you are considering working with me to sell your home you should know what I stand for.
So, here it goes.
I always start the conversation with the question, “How Can I Help You?”
It helps to remind me of my purpose. I am here to help you achieve your goals and to facilitate the sale of my listings.
Respect for the client dictates all of my communication habits.
I answer my own phone, I respect the person in front of me and I return all calls and messages by the end of the day.
My goal is to get you what you need with as few steps as possible. If I don’t answer the phone it is because I am respecting the time of person who called before you. However, you are just as important, and I will call you back the moment I am able.
I anticipate problems
A majority of the delays, drama and frustration that I see in a real estate transaction could be avoided- if only agents had planned in advance. Surprises are inevitable, but experience and a solid business plan can keep them to a minimum.
I act as a voice of calm reason
Real estate is often emotionally charged and bad decisions are made for “the principle of the matter”. I am highly skilled at diffusing tense situations and allowing people the space to consider what is truly in their best interests.
The Customer Experience
When a customer chooses to sell their home with me I expect to get the them the highest price possible.
In addition, I want the experience to be
- Convenient
- Predictable
- Calm
- Informed
The Realtor Experience
My fellow Realtors are also very important. My goal is to motivate the entire Realtor population to sell my listings because I make it easier for them to do their jobs and get paid.
Therefore, I treat Realtors with the same respect I give my customers.
Now, true confession. This manifesto is my ideal self, and I am not ideal all of the time. Sometimes I am cranky and ill tempered. Sometimes my ego gets in the way (a dear realtor friend once said, “My ego is not my amigo”).
But, on balance, I hit these standards most of the time. I know what I stand for and I know what I want my customers (and colleagues) to experience. If these standards suit you, leave your contact info and we can chat. There is no obligation and there will be no pressure.
