This summer, I had my first experience in buying and selling
a home (and moving with a toddler) all in one day. That day was the culmination of over a year
of shopping, negotiation and soul searching. Although the day was a long one, my “total real estate customer experience”
turned out to be a pleasant one which is a pretty amazing fact.
In real estate, a customer’s experience depends on their “team”
of advisors (real estate agents, mortgage brokers, lawyers, assessors,
financial intuitions, inspectors, etc.). This team works side-by-side to provide me, the customer, with a good experience. In other words, my total customer experience depends
on a series of interactions with different people and intuitions. Ultimately, no one was completely in control
of my real estate customer experience. So, what made it a good experience?
In retrospect, I believe that the experience was a good one
because the people that we worked were extremely honest. The mantra that I heard (separately) from
everyone on our team was that they were not interested in doing what was
fastest or easiest. Rather, they wanted
to do “the right thing” or “what’s fair” for all parties involved. Their honesty made it easy for me to trust
and believe in them to provide me with a great customer experience…which they
did.
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