William Johnson in San Diego is a great Realtor, and someone I would refer clients to if I had anyone moving to the San Diego area. He has written a great blog about his follow up with clients and his strong belief that this "job" of being a Realtor is about relationships, not just making money, and this is something I admire and respect. I have done the same thing myself over the last 10 years, and I think William said it very well.
I received another testimonial today from a recent client having sold their home and helped them buy another. It was a significant move up both in size and value. And it reminded me of something so important. One of the things that I employ during the selling and Buying process is to bond with my clients as a friend, mentor and adviser.
I find it useful to keep in regular contact by phone and e-mail long after any transaction. By long I guess what I am saying here is, forever. I spend about 1/3 of my business life working with and advising past clients. Why do I do this when I could be out marketing myself for new clients.
I think the number one reason is that I make a commitment to be my client's REALTOR® for life. That is not an empty promise. It is my passion. How many times have we heard our clients say things like they had no idea about certain issues and they were not really advised properly about most things relating to the home and the sale or purchase of it.
To me that is really sad. That some professionals would rather sell something, or anything just to get the client in or out of a property. To me, that is careless and certainly no compliment to our profession.
For me, the relationship starts with the fact that nearly 100 % of my clients are referred or repeat client transactions. I have completed a number of 3rd generation transactions, meaning the kids of the kids or the parents of the parents. The fact that most of my business is built in was my original business plan. While I have the mind set of Steve Jobs statement about his passion was to make the customer experience extraordinary. I have always believed and practiced it during my entire 24 year career. Everything I learn, everything I experience is to enhance my client experience. And it doesn't stop when a transaction is done. It is never going to stop as long as I am in the business.
I love what I do and I love what I have learned and I can't wait to share it and benefit any number of clients. When I work with a client, I also spend time discussing how homes actually have to work to be efficient and the maintenance part, especially what it costs when things are done in a timely manner or when things are put off too long. The cost differential is amazing. I train my homeowners how to be aware that something is not functioning correctly or could be becoming a problem and what to do about it. Call me. I will assist them get to the bottom of it. And then what is the best solution for resolving it and doing it in a timely manner. The idea is they are never alone and having to guess about things.
So as you might imagine, I am seeing or communicating with both my new clients and past clients on a regular basis. I never mean to sound arrogant about this topic but my past clients don't use other REALTORS® when they have need of Buying or Selling. When they sell, their new Buyers usually also become my clients. I am in real estate to make a living, exchanging my talents and knowledge for a sustainable living. The success or failure of that is directly proportional to what I do and what I put out there. And I love the idea that the harder I work, the luckier I am with getting the best clients to become a lifetime relationship.
And don't think for a minute that I take anything for granted. It is up to me to earn their trust and in the process to give them what they deserve, an extraordinary experience, over and over and over again. And they also receive the promise that whomever they refer to me will treated the same way. And the number of times they report back that their referral thanked them for introducing them to me is so beyond so many, I wouldn't care to guess.
The testimonial this morning reconfirms that what I do makes a difference in peoples lives and it makes me so happy and proud that I get to be a part of it. I hope that each person that reads this will find something that I have said that could inspire them and in some way to have the same feelings of pride and satisfaction in your own very important careers.
Roberta Kayne, Realtor & Photographer - All Rights Reserved
Specializing in First Time Buyers and Relocation Buyers
Central Ohio - Columbus - Dublin
Certified Residential Specialist (CRS)
Accredited Buyer Representative (ABR)
Short Sale & Foreclosure Resource (SFR)
Residential Relocation Specialist (RRS)
Re/Max Affiliates, 614-537-4564
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