Philosophy

The World’s Best Real Estate Agent is not a person. It’s a goal, an aspiration.  It’s the program we’ve started at Better Homes and Gardens Rand Realty to identify the very best practices in the real estate industry, and to create the systems, training, and tools to help our agents incorporate those best practices into everything that we do.

The philosophy is simple: it’s all about the client, and what the client needs from us. Identify the client’s needs, figure out the best way to service those needs, and then do the best job we can to perform that service and develop our relationship.

The program involves the following principles:

First, the World’s Best Service Standards. If we want to give the best possible experience to our clients, we need to create standards that maintain a superior level of service. It’s not enough to clean the windows as soon as they get dirty, we need to find ways to keep the windows from ever getting dirty. Identify those standards, and then create systems that maintain those standards.

Second, building business through “Service-Oriented Lead Development,” or “SOLD”. The World’s Best Real Estate Agent doesn’t develop her business by using tired sales techniques that were developed to sell vacuum cleaners in the 1920s. She doesn’t spend all her time neglecting her current clients to search around for the next one.  Rather, the World’s Best Real Estate agent develops her business by focusing on what people need: identify the need, figure out how to service that need, and then do a great job servicing the need and establishing the relationship.  That’s the SOLD system: developing business by providing outstanding services to people, whether those people are our friends and neighbors, past clients, people in the community, or the guy down the street who is trying to sell his house on his own.

Third, engaging clients through consultations, rather than presentations. Somehow, people in the real estate industry have developed a habit of making presentations about them, rather than about the client.  We go into people’s living rooms and spend 90 minutes talking about how wonderful we are, and 2 minutes figuring out what the client actually wants. We need to reverse that.  The World’s Best Real Estate Agent doesn’t give a presentation, she provides advice and counsel to her prospective clients.

That’s our program, and that’s what this blog is about.