How many of you find a way to make the transaction work? Do you go above and beyond "the call of duty"? How often do I ask myself if I'm doing the right thing when I give a credit or buy something for the client to make a transaction work? NONE! NEVER! NADA! ZILCH! ZERO! That's right...NONE! I don't second guess my decisions when it is to benefit the client and the transaction to make it work.
Three days ago I wrote about my loyal client, Mr. "W" in my post A Hawaii Real Estate Story: The Faithful and Loyal Client. Now, I have been known to give credits, clean, paint, do yard-work, do double work (when the other side won't) and in the end do I regret it? NO. That's a real big fat NO, because sometimes I have to do this to make a transaction work.
In Mr. "W"'s case, I have been working with him for about 2.5 years. He is just one of those people I feel needed someone he could trust, that would be patient and loyal. That was me. I too, want client's who I could trust and be loyal. That is him.
On June 30th by 11:30 am I had put in an offer for Mr. "W" and since then this is what has transpired:
Mr. "W" called about an hour ago and he said he has already gone through emailing docs etc. to the Loan Officer. The Loan Officer? One of the faithful, trustworthy and loyal Loan Officer's I referred my client to. And then Mr. "W" says this: "Sally, I just want to thank you and the seller's agent for what you just did for me. I still can't believe it". I said, "You know what Mr. 'W', sometimes it's not all about a buck...and getting that last buck. And besides, look how you stuck by me this whole time. I thank you for being the loyal client."
Wait! This wasn't all I wanted to write about. This seller's agent, Carol, has been in the business for 25 years, is the partner of the RE firm and I have worked on two other transactions with her. The first one we worked on together I represented the seller (co listed w/another agent). Carol represented the buyer and we got that baby in contract within 24 hours of the offer and that went smooth. The other one was for my own townhouse that I bought where she represented the seller. Now this one. Was she worried about chipping in for this one either...Not a bit of hesitation! Why? Because we already know how each other works and how smooth this transaction will go just because we are diligent agents and get everything done in a timely manner. It would be worth it!
So, after talking to Mr. "W" and while my pc is booting up, I check my email and the Seller's Disclosure is already in it for me to go over with my buyer. And....we have the home inspection scheduled for Thursday afternoon (I only work a half day at our office). We're on it! Loyal Client and A Great Agent working opposite me. What more could I ask for? I do believe that this will surely be another smooth transaction.
Celeste "Sally" Cheeseman's Mililani Hawaii Real Estate Blog 2007
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Sally--It is obvious that you are willing to go the extra mile for your clients!! That is what being a professional Realtor is really about! :)
Teri: I made it work....we all make it work if we work together...WooHoo~!
Great Post! Its all about making it happen for the client! I agree! Happy 4th!
You personify what's it all about Celeste "Sally" Cheeseman. Great writer, Better Realtor...as always, I'm impressed by both.
Kim: Thanks for dropping by and the support...Happy fourth to you too!
Jason: You're not so bad yourself young man!
Sometimes we need to do what's needed to make satisfy all parties. Going the extra mile will pay off in the form of referals.
Sally - I have taught my team that concept which is to "think outside the box". We you have a good loyal client and you're pennies away from putting together a transaction.... why not be the "hero" and make the contribution that makes everyone happy. To me its a win win. Thanks for Sharing...sounds like Mr. W is well covered and taken care of .. have a great 4th
Sally there is a difference between giving money away and doing what needs to be done after everything else has been looked at. There are a lot of times that I could make extra on a loan or give it back to the Borrower. Most of the time I give it back to lower their Closing Costs, and many times that is the difference between them making it to the closing table or not. I just did one where the closing date had to be moved back beyond the Rate Lock date, it cost a half a point to do this. The borrower was real tight on funds and was not able to do it on his own, we absorbed the cost and did not pass it on to the borrower. You do what has to be done in order to get it done.
Lori: Mr. "W" already said...hey! have a bunch of your cards....and that's what it takes.
Desiree: More than that...it sure makes me feel good inside..you know? You have a happy fourth as well!
Sally~
Ya' know, for me, there is nothing, and I mean nothing like a triple win. Love working with a team of people who recognize that communication and caring add up to successful transactions. So, as I read your post tonight, I found the small smile I had as I began to read, turned into a big one.
George: The LO for this client and I have MANY a time absorbed some of the closing costs...to make it happen...like you and the majority of us believe...that could be the deal breaker. I refuse to let the deal go for some dollars. You know...I bet I wouldn't mind working with you either........
janeAnne: And I sure wish I could work on the other side of you as well....I bet it'd not only be smooth...it'd be fun! (that's what Carol told me...haha!)
Sally,
I love when you get the opportunity to work with another great agent! Sometimes we have to be flexible to make deals happen and our clients happy. The extra mile goes a long way, some don't get it and the ones that do will win in the end. Great job, Sally! :)
Suzanne: Thanks! Gee I feel good today! And it sure is nice to have supportive peers as well!
Sally,
You deserve it! :) Congrats on your feature, bonus time!!!LOL
I love hearing happy stories =D Thanks for sharing your good news with us.
Suzanne: Yup....hey, that's nice!
Lisa: I love being a part of the happy story! thanks
Sally - I love happy endings! Your sincerity in helping your client is so evident in your writing about it! Cheers!
I too will go above and beyond to make the deal work. My thinking is if the deal closes, my client is happy and I get paid! If I don't do what it takes then it's a lose/lose for everyone.
David Slavin www.FortBendHomeFinder.com
Sally: This is the reason that I love reading your blogs, you are all for the client, and in the end, everyone wins. Thanks for giving me some great ideas on how to make my clients as happy and loyal as yours!
Paula: Thanks so much for your kind comment! I love the support here!
David: Welcome to AR David. Thanks for the feedback. (no need to put links. We can click on your name)
Alecia: Hey...there you are! You must be very busy making your client's happy as well...thanks for popping by!
Sally,
Your dedication and great client satisfaction is a true reflection on the quality of work you perform. Thanks for being one of the many that do have a heart in helping others.
Chuck: Wow...you're going for it on the comment...what support and I appreciate the kind compliment!
Sally,
You rock, girl! Keep up the great work (as I know you will).
Aloha,
Lucky :)
Sally: I'm so glad it worked out for your buyer, you went above and beyond for him. This is why you have clients that stick with you. As I commented in the first post, they know you have their best interest at heart. Congratulations to you both.
Hey Lucky...thanks for those encouraging supportive and positive words of yours. It is much appreciated...all the time!
Melody: I thought you'd be around to see the update. He is so tickled....and this other agent asked me if it was the same old grumpy man...I said...hmmm...not any more! (a long time ago I wasn't at the office and he had gone to see if I was there.....and she asked him if he needed help....NO! Sally's not here...and walks out.) Thanks for coming back for the update....I think it was worth it....ha~!
Definitely you are going the extra mile. Good post. Good job. Congrats on getting the deal together.
Bob/Carolin: Thanks. Thanks. and more thanks! Have a Happy Fourth.
Dear Ms. Whooo Hooo,
Some time ago my former coach said you earn a commission by doing a great job...and you earn referrals by exceeding expectations. Personal referrals are the life-blood of a sound business. Sure sounds to me like you exceeded your client's expectations. Congrats!
Fantastic story! Thank you for sharing I found it very inspiring.
Sally, Your post made me cry. What you did was so thoughtful. I Bet It was all worth it when you saw the satisfied face of your client, thanking you from the bottom of his heart.
That is a great success story about what you can do when you have two great agents in a transaction. I have two right now that I would gladly trade the agent on the other side.
Hi Sally,
You are so cool! I wanna be like you when I grow up.
I hope to be the agent clients keep coming back to and other agents are happy to work with.
I'm happy this all worked out, so he could have a home.
Sally, this is what it is all about! I wish there were more Sally and Carols out there! Way to go you two!
WoooHooo Sally, you might catch some slack from those who subscribe to the "whatever you do, don't touch my commission" mindset. I'm not one of those! I'm all about making the deal work. Your clients are lucky to have you.
Congratulations on your gold star. Happy Fourth of July!
Does a farkleberry stink?
Sally-that is wonderful!!! You deserve it and so does your client. Happy Selling girl....you are well on your way! And to think at times you refer to yourself as a rookie. heheheheh Another Satisfied customer...you go girl... that is what it is all about!
Sally,
It is nice when everyone works together instead of the lack of communication we see on some other sides of deals..Why wouldn't the other side want to work..aren't they getting paid too? Our mind seem to think alike..well at least in RE.!:)
Sometimes you have to go the extra mile and kick in a little hard earned commission. On the whole, it comes back to benefit you in the long run.
Loyal clients make all the bad days go away, don't they? It's they who make this business a pleasure - and fortunately there are enough of them to make the others seem inconsequential.
Good job Sally!! I've made many monetary concessions over the years and just consider it a part of doing business. I'm a firm believer in getting the deal done no matter what(as long as it's legal). It builds good will and comes back many times over with referrals..
Excellent work Sally! I recently had a similar transaction and it really feels great and feels like what I was meant to do. Now, on the other hand, when I've gone above and beyond with no recognition or thanks from the client, it sometimes gets me down. Thanks to your awesome post, I realize it's still worth the effort!
What a heart you have for your clients Sally - that's great. You should have been on that 60 minutes show where they portrayed every real estate agent as selfish and money hungry. We know that's not true - but you have proven it by your actions.
Happy 4th!
WooHoo Sally...way to make it happen!
Lynda: I love that saying...you earn a commission by doing a great job...and you earn referrals by exceeding expectations. I have worked hard to get where I am today and all because of this "exceeding expectations".... I have worked off of referrals for quite awhile. Thanks...a quote such as that would surely help someone here to realize where we are coming from.
Ana: Glad you liked it.
Mana: There'll surely be quite a lot as we are just starting. Don't see a problem though as it is on the next street from me in the same townhouse complex....I know everything and able to let him know everything going on...ha!
Randy: Those kinds you can't even trade in...lol! Good luck. Let me know if I can help with anything.
Doreen: It's the grandest feeling to think in the best interests of your client. You will have good/bad ones....and even ones you feel you want to "fire". Just remember...it's what you do to make it happen that makes the difference if you sleep well at night. Thanks for the compliment too!
Lysa: You and me both! Nothing better than having both agents, loan officer and client all working in sync. Oh, I forgot to mention. When I dropped off docs at escrow (it was in Pearlridge so had to drive a little ways) I hadn't seen that escrow officer for two years! He actually came out of his office and came to greet me! And by time it was 6pm. (they must've worked late) I already had a timeline in my email!
Maggie: I remember when I first came to AR....I had some comments like that...lol! And it is...making the deal work...for everyone all around. Feels good, yeah? Thanks and have a really nice Happy Fourth Maggie!
Midori: There's always a learning lesson in RE. And I can't remember when I haven't had a satisfied customer! It always pays to feel the reward of a good transaction.
Neal: No kidding! Everyone is getting paid for that matter...all the way to escrow...thanks Neal!
Steven: It always does!
Margaret: I believe that as well! Good outweighs the bad...so to speak!
Bryant: It sure does! What's a few bucks to make the world go round, yeah?
Chrissy: It's always worth the effort. Just be glad we don't work in a complaint department. lol!
Abraham: Thanks a bunch Abraham! And I would not have gone on that show anyway. They wouldn't deserve my attention!
Marlene: WooHoo to me!
First off, you have understand the distinction between have a satisfied client versus a LOYAL client...HUGE difference. It is the small things the average mortgage originators and Realtors don't realize. Great post.
Tony: And the whole story is centered around the LOYAL client who is turning into the Satisfied client. Which I will write about WHEN this transaction closes. How's that? Did you read the first one? This is the update. Thanks!
WooHoo! A Feature! ;-)
Steph: WooHoo! In contract! :P
Cheryl: It sure makes for a good nights sleep when everything works out...will give you all an update when it closes!
Pearlridge, I used to live right behind there. My mom called me from Anna Millers while she was there in March, said the guy I used to think was nice looking 20 years ago is still working there. I miss Anna Millers Pies!
Lysa: Fresh Strawberry pies...mac nut cream pie...mmmm...
Well done Sally. The amount of fees you gave up will come back to you many times over through referrals from Mr. W. You are so right when you said it's not always about the almighty buck. It's often about helping a genuinely nice person who is counting on you.
Wayne: Thanks for the support. There are many who do not have the same philosophy....maybe they'll see something in this ....because I tell you what...I get constant referrals because of the effort I put out.
Sally - that's what makes you so special --- > ALWAYS going the extra mile - you should consider video testimonials I bet they'd be awesome!!! :-) Keep inspiring us!!
Cyndee: That might be kind of cool. I think putting a link might make it come up quicker...hmm...
good post
it just shows what happens when great people get in the mode of getting the deal done... everyone wins!
David: And makes for a smooth process during the transaction as well! Thanks!
Sally..love your blogs, but more importantly...
I just realized you're from Hawii! Need any stagers/designers out there? :)
I'm Canadian...nice summers, russian-roulette winters.
Julia
Julia: Thanks for stopping by.
Working together is what it is all about for me too - you just know it will be smooth when you're working with an agent who you trust and you've had other "smooth" transactions with. I've given up comm but I felt that the buyer or seller seemed to "forget" about that in the end - Mr. W seemed to truly appreciate it but I've had some that don't even mention it again. Do you put it in writing?
Something is better than nothing. I've given up half my commission to make the deal work.
Judy: Even when those that "forget" don't mention it again...that's okay too. Because I know I made the transaction work....and yes, in my story I told of the cooperating broker's agreement revision etc.
Armando: That's right. And that's okay too as I have done the same.