Chris Faircloth

In sales, we sometimes have to step out of the box and get creative in our packaging of a property. For instance, my seller's home has been on the market for some time and based on the sales data is priced aggressively. During phone calls with the buyer's agents to obtain feedback, they state "it's at the top of their list" or "they're crunching numbers". Naturally, I ask them if they are considering another property. They say "yes, it's between you and another unit around the corner".

This is the perfect opportunity to renew buyer interest. I advise my seller client to consider writing an offer to the buyer. This offer must be realistic, and one the seller would expect to receive, including closing cost assistance to the buyer. It's interesting how affective this strategy actually is. Typically the buyer's agent is shocked to be receiving an offer from my seller. I advise the buyer's agent that we understand the buyers are interested and we wish to cooperate in the sale of my seller's home. More often, the buyer is focused on negotiating with my seller, and starts to emotionally commit to the transaction, because we've made the purchase process so easier for them. We omit the competition by bringing the offer to the buyer, and go to closing shortly after negotiating the home inspection.

The key to a success with this approach is (a) setting realistic expectations with your seller and (b) the spirit of cooperation with the buyer and buyer's agent. Happy selling!

The forward thinking Realtors are learning to get ahead with smart phones and access on the go. The National Association of Realtors (NAR) reports that the markets and real estate are finally starting to pick up. Actually 28% of Realtors were using them in 2007, in 2008 that figure jumped to 42%.

Buyers today expect Realtors to be as wired and connected as they are. Smart phones are not a luxury, they are essential. Did you realize that 80% of home searches being online. This typically generates some sort of notification to the Realtor, who in turn replies via smart phone. Today's buyer expects a response in 30 minutes or they move on to someone who is more responsive to their needs.

Most users are now seeking and asking about more mobile applications to make their job easier. At the NAR Conference recently, those surveyed said they would like to receive information on real estate productivity, MLS information, information suitable for consumers and mortgage applications.

My blackberry tour gave me the ability to stay on the road yet still be connected, "it's empowering".

Beach officials and four Cape Henry property owners and condominium associations have been locked in a dispute over the land for several years. The city needed the recreational and construction easements over the property so that the Army Corps of Engineers could pump sand from a dredging project onto the beach from the Lesner Bridge to First Landing State Park.

The sand replenishment project is making remarkable progress. They have moved from the Lesner Bridge (Chesapeake Beach) towards Cape Story, currently between Jade and Kleen Streets.

About a week ago I bought a new car. I have to confess I always cringe at the thought of visiting the lot. My past experiences have affected my perception of the car buying experience. In the past I go out with high hopes of finding the car I like, with the options I desire for a fair price. All seems well until I am stuck in a cramped 8x8 room with this person. On the lot, they were kind and considerate; inside the games have just begun. They tell me they have to get with their manager to ensure they can do the price and options I want, which by the way, wasn't an issues outside.

So, a couple of weeks ago, we started the search process. We thought we found the car locally, but the salesman said they were firm on the price, so we decided to pass. My husband and I surfed the net and found the car at the price we could live with, however it was out-of-state. On Friday, we came to terms over the phone with the salesman, and gave him a deposit to hold the car. Of course, fear sets in and I am rather anxious to see if this road trip to the dealership is going to be worth the drive. Saturday morning early we hit the road. Four hours later we arrive at a large dealership in Maryland. We are greeted by a professionally dressed, soft-spoken gentleman who happens to be the fellow we've been dealing with over the phone.

He takes us to the car we've come so far to see and gives us the keys to take it for a spin. Upon our return from the test drive, we sit down in his cubicle to make sure we are satisfied with the car. We were both very happy with the car and especially his kind and efficient handling of all the details. I was so impressed with his demeanor and professionalism, that I would drive right back up to that dealership again to buy another car from him. His handling of the entire process, including programming the blue tooth feature into the car before we left, helped me realize that extraordinary service is unfortunately the exception these days.

The whole way back I thought about how to use this lesson in customer service to improve the home buying and home selling experience. I want my clients to feel the way I felt when they are through with me. I realized we accept poor customer service and are bombarded with it most of the time. Buying or selling a home is a big step and one of the largest purchase one will make. My goal will be to help my clients overcome the hurdle known as fear and provide extraordinary customer service throughout and after the transaction.

Setting expectations and exceeding those expectations is a start. What are some great things we can do as Realtors to create customer loyalty?

Recently a Salem Lakes resident called me very frustrated with the City's system for collecting trash. She stated that at the rear of her parcel is an easement owned by the city. Apparently someone in the neighborhood seems to think it's a place to dump garbage, recliners, tires, etc. The resident called Bulk Trash Pickup and was told that they would not pick it up unless it was in front of a home, to call the Department of Neighborhood Preservation. So the resident called the Department of Neighborhood Preservation for the City of Virginia Beach and was told "we cite the residents closest to the debris". This resident stated to the city employee that "she was not the one who dumped the debris, but was looking to have it cleaned up".

As we discussed the situation she stated she was told that they would come out and probably be cited for the debris, even though she was looking for a remedy. Seems to me someone needs to look at the City's system for addressing these issues. After my conversation with the resident, I called the Department of Neighborhood Preservation disappointed by the employee on the other end of the phone. She stated "since you was not a resident in the Salem Lakes neighborhood, this issue is none of your concern". I asked for her name, and was promptly disconnected. Yes, she hung up on me!

I am turning to you for your suggestions for addressing this situation. What are your thoughts?