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What consumers want from a real estate agent

Future-Proof: Navigate Threats, Seize Opportunities at ICNY 2018 | Jan 22-26 at the Marriott Marquis, Times Square, New York

This is Part 1 of a two-part series. See Part 2: Ten steps to providing a great real estate experience.) During the '80s and '90s, real estate companies were "agent-centric." Trainers told us to put together "brag books" and impressive resumes listing how many properties we have sold. Many top-producing agents succeeded by using the "agent-centric" approach. Nevertheless, many clients heard the agent hype so often they usually tuned it out. In the late '90s, some agents began to realize being "agent-centric" was not the best way to build a successful, sustainable business. This realization resulted in the move from being "agent-centric" to being "client-centric." Customer service is at the heart of this shift. Everyone gives lip service to providing great customer service, yet most agents continue to focus on personal brochures, Web sites highlighting their personal photos, and telling the client, "I'm the expert!" Customer service is now on everyone's radar, yet few deliver it at hi...