Redefining Service: Are You Sure You’re Providing The Best?

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By Walt Baczkowski

RISMEDIA, May 21, 2007-Let’s face it, the real estate profession is, and always will be, a profession built on providing top-quality customer service.

From the time I began working in the real estate profession almost (shudder) 30 years ago, the successful agents, brokers, title representatives, lenders, etc., have always been those companies or individuals who went the extra mile in making sure that their customer received superior service and attention.

Sure, we are seeing rapid changes in technology, new business models and, trying economic times, however, the basics of customer service have not changed. Calls not being returned, privacy not being respected and a basic failure to communicate effectively are issues we hear daily. In an age when people are being treated for Internet addiction (yes, it is true), a clear communications plan is one of the first items that should be established in building the customer service relationship.

As we are all aware, the Internet is playing an expanding role in the market with consumers having access to more information than ever before. Having access to the information should not, however, be interpreted with the ability to utilize the information. Just because someone can read about a Ferrari does not mean they should buy one. As Realtors, we have the ability to assemble the voluminous information available regarding real estate from the Internet into the context that is useful for the consumer. That is a vital service we can provide.

The time has come for organized real estate to say enough is enough and initiate an ongoing plan to take the lead in the real estate profession. This action needs to incorporate new and/or technological services for the real estate profession, a renewed legislative effort with clear focused goals and, proactive legal action rather than reactionary.

Organized real estate is the vehicle to take these actions. Let’s overhaul the engine and launch initiatives in all of these areas. Together, as Realtors, we can make it happen.

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Sunday, March 21, 2010