Industry News

Sweating like a short-order cook

Letters From the Home Front

Learn the New Luxury Playbook at Luxury Connect | October 18-19 at the Beverly Hills Hotel

There is a fine line between service and servitude. Real estate is a lot of things for the agent. It is consulting; it is business administration; it is public relations and marketing, and a lot of dry number crunching and contract management. Mostly, though, it is a service industry. So, where does one draw the line between providing exceptional service, when and where the customer demands it, and holding the line of professional decorum? For me, this is a question as loaded as "what's for breakfast?" My children don't want three-squares served up over conversation and bonding. They want sustenance (or as we call it in our house, a doughnut) on the run. Our clients don't want a dining experience, and they don't want balanced agents. They want Pop Tarts. We live in a world of now. We have come to enjoy and even expect our gratification, like our videos, on demand. We want our messages in an instant and our service delivered at the drive-through window with no ...