Gary and I have blogged many times about Ultimate Service®, outlining what it is all about, and also highlighting some of our sales representatives that have been recognized as being exceptional service providers. Maybe some of you are wondering why we make such a big thing about this. Well, even if you don’t wonder, I am going to try to explain why I think Ultimate Service® makes Coldwell Banker and our sales force that much better than the rest.
We work in a profession where the average satisfaction rating is about 74%. Our survey results over more than 15 years confirm that Coldwell Banker has a 98% customer satisfaction rating. I think this is significant for a number of reasons. First, on every transaction that is completed by a rep from our company, we ask the consumer to tell us how that sales representative performed. When we receive feedback that is not all positive, Gary or I make a phone call to find out what went wrong. Consumers are always surprised that we actually read what they write, and care enough to follow up. Only by finding out what went wrong, can we improve our service. Also, by having a written guarantee that accompanies a list of 22 performance guidelines, the consumer knows what to expect as a minimum level of service. Our sales representatives are trained to provide more than just the basic 22 points, and our clients are appreciative of the level of service they receive.
Our real estate market offers a variety of levels of service, all at different price points. Consumers sometimes ask ‘Why would I pay you __% commission when I can do it myself?”. Buying and selling homes can at times look like it takes no effort or expertise. Sometimes, that’s just because you are working with a professional, highly trained sales representative who knows exactly what they need to do to get the job done. Our clients have told us many times that they did not know all that our sales rep was going to do to get their home sold. Our Ultimate Service® guarantee helps our reps better explain why they can often help facilitate a sale that takes place quicker, nets the home owner more money in their pocket, and eliminates the everyday hassles of selling a home.
On the home buying side, Ultimate Service® ensures that the buyer will be made aware of all properties that meet their specific needs and wants. Our reps search out properties that are not necessarily on our MLS® system to help buyers find that perfect property. That’s just the tip of the iceberg, our reps are trained to be highly effective negotiators, assisting their clients in making the best possible purchase. These are just examples of a couple skills our reps bring to the buying process.
These are just a few of the things that I believe make us better than the other service providers out there. If you are thinking of buying or selling a home, take the time to talk to one of our reps. There is no obligation attached to hearing how we can help you make the right buying or selling decision