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Great Service… Going Beyond the Talk!

There’s a lot of industry talk these days about the need to provide a better, more valued and more satisfying service experience for home buyers and home sellers. Unfortunately it remains just that, mostly talk.

At the heart of any serious examination is the recognition that great products and great services in the 21st century are a team sport. And the winning teams in other industries have systems, processes, standards and controls to assure consistent, high quality results. So can an industry with the ultimate independent contractor culture learn and employ similar disciplines and systems to deliver better service?

Some broker/owners and real estate professionals are pursuing the notion that the way to deliver better service is to offer more services - believing that more equates to better. More is not the same as better… better is better.

What, then, is better service and who decides anyway?
Many service professionals believe that personality, style, good intentions and attitude are the key ingredients to good service. But great service requires more. When service is a matter of importance, consumers prefer competence and results to attitude and personality.