V o l u m e 2 0 0 9 , I s s u e 5 Page 4
A MESSAGE FROM OUR BROKER COUNCIL PRESIDENT
Harold Chappell ~ Broker Council President
Broker/Owner REALTY WORLD
�
-CAPE FEAR
1113-A Military Cutoff Road
Wilmington, NC 28405
Office: 910-256-3528
harold.chappell@realtyworld.com
Defining Your Service Standards
By delivering excellent service on a consistent and ongoing basis, your current client relationships will spawn repeat
business and referrals that draw new clients into your real estate business. As a result, your success will reap yet more
success, your business will begin or continue to grow, and you will need to provide superb service to an ever-growing group
of existing and new people. But unless you clearly establish and communicate your service philosophy and program you will
risk delivering an inconsistent or lower level of service to your clients. The remedy to this pitfall is to define and communicate
the kind of service you stand for. To define the level of service you want your clients to receive, just answer the following
questions:
��How frequently do I communicate with my sellers?
The number one complaint consumers have about real estate agents isn't that they charge or make too much money.
The number one complaint is that they are bad or infrequent communicators. Especially if you are representing the
seller, understand that your client wants consistent communication. If you are not making weekly calls to provide
an update on the process of the sale, you risk a poor customer relationship.
�� Do you make calls, send e-mails, or mail written reports at least weekly?
�� What is your process for sending sellers copies of your ads for their property?
�� Do you provide sellers with links to virtual tours or to Web sites promoting their property?
�� How often do you meet face-to-face, and do the meetings take place in the sellers home or in your office?
��How do you receive and share showing feedback?
�� Do you call the showing agent once, twice, or three times in hopes of a response, or do you keep calling until you
reach the agent and receive feedback for your client?
�� Do you relay showing feedback to the seller right away, or do you collect feedback to share in a once a week
meeting?
��What marketing strategy do you employ for each property you list?
�� What steps do you take to expose the home to cooperating agents?
�� What tools or systems do you employ to raise awareness of your listed property within the real estate
community?
�� How do you generate awareness and interest within the public pool of real estate buyers?
�� What marketing techniques and systems do you employ to attract qualified buyers to your sellers property?
�� In what order do you execute your marketing plan?
Create checklists that you can use and follow. Once you are clear about what you stand for and how you deliver service to
your clients, you are in position to deliver world class service and you will reap the benefits of repeat business and referrals
that we are all working to achieve. This is a time in the real estate industry that only the truly professional agents will thrive.
We will continue to see even greater spreads between the incomes of the average agent and top producers that understand
world class service and have systems and checklists to ensure that they are delivering their vision of world class service to
their clients.
My Documents\RWTC\Newsletters\2009\March 2009
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