ULTIMATE SERVICE® WRITTEN GUARANTEE – DO YOU HAVE ONE?

A few of weeks ago Ann and I were talking about our Ultimate Service® Award Winners and our Ultimate Service® Listing Presentation and as promised today I’m going to explain how we at Coldwell Banker Pinnacle back all this up with our Written Guarantee!

I know, I know, you’re thinking another article about great customer service. Well folks, we’re just trying to get the message out that all service providers are NOT the same.

At Coldwell Banker Pinnacle our mission is to “Provide 100% Customer Satisfaction…… Everytime!” We have achieved a Customer Satisfaction rating of 98% for the last 10 years which is amazing considering the industry average is about 72-74 per cent.

So, how do we do it, you might ask? By providing each and every client our Ultimate Service® Written Guarantee and following up with our Customer Service Questionaire.

Upon reviewing our 22 Point service plan with our clients we listen to what they say to enable us to develop a customized program that suits the clients’ real estate needs. Then we put all this in writing and the client and the sales representative sign the written guarantee. This guarantee also has the name and telephone number of the sales reps’ Broker/Manager in the event the client has concerns and needs to discuss an issue with the Manager. And remember these written guarantees apply to both Buyers and Sellers.

If our client has an issue that cannot be rectified by management within 24 hours the representation agreement will then be terminated. Like Ann has indicated in a previous post these situations are few and far between.

So all you buyers and sellers out there before you decide on which REALTOR® to use check out the Ultimate Service® Guarantee – you won’t be disappointed!!

Who’s Looking Out For You?

Is Your REALTOR® Really Working for You?

I am sure if you have ever bought or sold a house, you have asked yourself this very question.

When the offer has been accepted, all the conditions removed, and the emotional roller coaster ride over with, many wonder if they really got the best deal (aka representation) that was available.

When you hire a real estate professional, you should be absolutely clear on what your representative is going to do for you and on your behalf, and equally clear on what they WILL NOT do. This goes for both buying and selling property.

When you have listed your property for sale through a real estate brokerage, there are duties and obligations that your REALTOR® owes to you.

Some of these you not doubt are quite familiar with, such as providing you with an opinion of the current market value of your property, and developing an effective marketing plan to ensure you have success in your sale. In addition to these, your seller representative should also:

• Keep you up to date on properties in the area similar to yours that have been listed and sold
• Prior to receiving an offer, determine a strategy to get your property sold on your terms
• Ensure that full disclosure is made of all material facts and any other legally required disclosures. In this way, help minimize expense and trouble for you that might result from needing to correct deficiencies.
• Make arrangements with you, the Seller, to show your property. They should counsel you on how to present your property in its best light.
• When you receive an offer, assist you in evaluating the terms and conditions included in the offer, and formulate and evaluate any counter offers you make or receive.
• Help you determine if seller financing is appropriate, if requested.
• Help you obtain the best (highest) price, on the best terms for you.
• Assist you in completing the necessary steps up to closing, to ensure completion of the sale.
• NOT SHARE INFORMATION ABOUT YOUR CIRCUMSTANCES, MOTIVATION, OR LOWEST PRICE YOU WILL ACCEPT.

I have emphasized this last point, as I believe this is the most important duty, and one that I find not all REALTORS® provide to their client. At the same time, it is one that can have the greatest effect on your sale.

On the flip side, when you are buying a home, you have a choice of being represented by a REALTOR® or of receiving ‘Customer Service’. The difference in these two methods is huge. If you decide you don’t need or want to be represented, you need to be aware that the REALTOR® helping you with your purchase is working for the seller, focusing on the seller’s needs, and sharing any information you may provide to them, to the seller, to assist the seller in obtaining the highest price possible for their home.

On the other hand, if you decide you would like the assistance of your REALTOR® and enter into a Buyer Representation Agreement, your REALTOR® will help you find the right house for you, and negotiate the best possible terms on your behalf. In addition to these activities, your Buyer Representative will also:

• Act as your advocate, putting your interests first.
• Provide you with information on properties that meet your needs, and present a realistic picture of the current market, from your perspective.
• Make arrangements for you to view properties, and point out to you the pluses and minuses of the properties viewed.
• When you select a property to buy, they will prepare a Market Evaluation of the property to help you formulate an offer, and help you determine strategy for counter offers.
• Present your offer, in person, in order to best negotiate on your behalf.
• Obtain the best (lowest) price and best terms for you.
• Counsel you on types of mortgages, terms, and financing available to help you make an informed decision regarding financing.
• Discover as much as possible about a property. Recommend inspections; prepare contract conditions; advocate that deficiencies be corrected at the seller’s expense.
• Assist you in completing the necessary steps up to closing, to ensure completion of the sale.
• NOT SHARE INFORMATION ABOUT YOUR CIRCUMSTANCES, MOTIVATION, OR THE HIGHEST PRICE YOU WILL PAY.

As you can see, there is a long list of duties your representative should do, but unfortunately not all REALTORS® are fully aware of their responsibilities to you, or chose not to perform all their duties.

As a buyer, I know sometimes people are leery to enter into an agreement with one REALTOR® as they believe they can maybe get a better deal working with the listing representative, or want the freedom to look on their own until they find the right house.

I hope that in reviewing the duties that a professional REALTOR® performs for their clients, that you see value in entering into a Buyer Representation Agreement. Keep in mind, when you work with a Coldwell Banker real estate sales representative, you will also receive the Ultimate Service Guarantee, so you don’t need to worry about being tied to someone who won’t do their job. You can fire them! It’s in writing!

I hope this has given you something to think about when you start your next home buying or selling adventure. Be sure you get the representation you are entitled to, and the best possible service available.

The one sure way to do this is to call a Coldwell Banker Pinnacle sales person. They will meet with you, and spend the time to find out what you need and want, and demonstrate to you why they are the best possible choice for you.

Ultimate Service Listing Presentation – Does Your REALTOR® Explain It Like This?

Last week Ann was bragging about our Ultimate Service® Award Winners for 2011. This is a very special group of sales reps who, through the use of the Coldwell Banker® Ultimate Service® Program have achieved a high level of success for their clients and themselves. Congratulations to each and every one of you!

I hear time and time again, from both home sellers and Coldwell Banker Pinnacle sales representatives, that the reason they were able to secure the listing when they were in competition with other REALTORS® is by using the Ultimate Service® listing presentation.

By using our Ultimate Service® listing presentation our sales reps have the ability to differentiate themselves in the marketplace. During this presentation the sales representative will demonstrate in detail to the seller the step-by- step process and activities that will be performed in order to get the house sold. The seller understands what will happen and when it will happen. There is nothing left to guesswork. The 22 Point service plan is used to develop a customized program that reflects the seller’s personal real estate needs.

We at Coldwell Banker Pinnacle have found that when the sales representative fully explains how we work and what we do to get the house sold, there is nothing left to question. The Seller usually says, “Where do I sign?”

For you home sellers out there make sure you choose a REALTOR® that explains everything they will do to get your house SOLD and they put it in writing. For you REALTORS® out there, this is the listing presentation you need to prove you are the best person for the job. If you don’t have a strong listing presentation combined with polished presentation skills – get one!

In a couple of weeks I will be talking about how we at Coldwell Banker Pinnacle back up what we say with our Written Service Guarantee, so stay tuned!

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Are You Receiving Ultimate Service?

I would hope so! Buying or selling what is potentially your largest asset should be done with the help of a proven professional who puts your needs first.

One way to assure yourself of the highest level of service is to select a Coldwell Banker Pinnacle sales representative. Coldwell Banker recently acknowledged the Ultimate Service providers working under our brand, and I am pleased to say that we had a very high level of sales professionals recognized in our company. In fact, our company was also recognized as providing the highest level of service throughout our entire sales force.

You may wonder why we make such a big deal of this, but consider this. Our profession has an overall satisfaction level of about 74%. Our company has a 98% customer satisfaction rating. Our reps provide a written guarantee of their service which includes a guarantee that you will be released from your buying or selling contract if they don’t provide the promised level of service. As the Broker of Record for our company, I can tell you that in the 10+ years that the Ultimate Service program has been in place, I have been asked to release very few contracts (you could count them on one hand).

I may be a little biased, but I think our sales reps are the best!

So, I want to say Thank You to our sales reps that consistently provide the highest level of service, ensuring we continue to be recognized as a company of top level service providers.

If you are thinking of buying or selling, be sure to call one of our reps. You will not be disappointed with the service and results you receive. And remember, “we keep our promises, or you don’t keep us”!