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Manifesto or,”What Does Kendyl Stand For?”

My ManifestoI 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.

About Kendyl Young

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