But Is It Really Service?
How do you define service for your clients? To me, it is —
Astute advocacy, exceptional communication, and even better execution.
Many agents believe that non-stop hustle, unlimited time investment, and relentless grind translate into quality service and eventual success. This isn't the case. In my view, such an approach often results in stress, burnout, and a drop in profitability.
Action for the sake of action is really just inefficiency, not genuine service to the client. Deliberate, organized action allows you to better advocate, better communicate, and better execute.
Without a business plan, marketing strategy, and processes that you consistently adhere to, you're likely engaging in haphazard activities under the pretense of serving your client or being committed to the task at hand.
Somehow, there is a belief that if we work more, do more, say yes more, we are going to succeed, make our clients happy, and be rewarded with a 24/7 White-Glove-Service Badge of Honor.
I'm going to challenge you to think outside of this box and flip the narrative to work smarter and with more intention.
If you constantly reinvent the wheel, create lengthy to-do lists for each new listing, send an excessive number of emails, and break up tasks that could be completed in one session into three or four parts due to a lack of intent and thoroughness, you might unknowingly be putting yourself and your client at risk.
When talking to agents about time and service, here are a few things that I often hear —
The client prefers multiple in-person meetings, and therefore, there is no communication via email or by phone.
The client prefers that we fill out all documents by hand rather than digitally.
If you believe, as I do, that client care and service are a combination of
astute advocacy, exceptional communication, and even better execution, then the answers to the above scenarios could be-
I understand you prefer one-on-one meetings, and I will try to accommodate this as much as possible for you. However, my primary objective is to help you fulfill your goal of selling your home while creating the best possible experience. There are five aspects of my strategy that may make constant in-person meetings challenging. (Please note that my experience with elderly clients has taught me that their care and time requirements differ. I am not referring to those situations but rather to clients who may insist on dictating how we work together.) Give them your top five listing strategies or processes that would be less impactful in person or on the phone. As an example, I provide Feedback + Activity Reports twice per week, plus bi-weekly Market Exposure Reports that detail the number of views a listing has received, the sites they came from, and their geographical locations. These reports are far more impactful when viewed via email.
I completely understand that you would like to complete all paperwork by hand. Digital signature programs can be tricky, however, they are equipped with safeguards for all of our protection. For example, they check to be sure that no signatures or initials have been missed. There is inherently less chance for mistakes. My role in advocating for you includes ensuring we are as meticulous as possible in the completion and review of all paperwork. Could we get together to review the needed documents that I complete digitally and then I can walk you through electronically signing those while we are together?
Establishing and pursuing clear objectives, implementing systems, setting limits, saying no, and taking structured action requires significant effort and discipline. It is hard, but smart work. This strategy will certainly provide you with the time and organization necessary to truly serve your clients.
