Teresa Boardman has some fun today with integrating customer service into her real estate business. Teresa has a wit and business sense I can resonate with.

Real estate is a personal business. Always has been and always will, regardless of how much technology we try to integrate into it.

Most Realtors will tell you that 50% to 70% of their business comes from referrals. I know several agents that only work referrals. If a call comes in from an unknown person, they give it to someone else in their office.

Referrals won’t happen with poor customer service.

We recently merged our team with the Mees team. Part of the value in this for our clients is increased customer service. Even though both teams placed customer service high on their list of priorities, combining the teams allows us to bring even more personal contact into our client relationships.

One reason is that we have a full time Tech/Internet Marketing person. He’s writing this very post. This frees up the other four team members for more client contact.

The same is true for our Escrow Coordinator, Renee. Renee works soley for our team. There is an escrow coordinator in our Danville office who works with the other 190 agents in the office. We feel it is better service for our clients to have an escrow coordinator dedicated to the needs of just our clients.

The escrow process can be very complicated and with all the changes happening in the lending industry, everyday can bring unforeseen surprises.

We talk about “client focused team support” on our site and we walk the talk. It’s all about the client and every client brings us a unique situation. It’s personal to them and us.