Eric Slifkin, Broker Associate

Customer service is paramount to generating trust and sales in real estate. Nearly every agent Web site you encounter references "customer service" and how great we are at delivering it. Other than client testimonials, little anecdotal evidence accompanies the claim of giving great customer service. That said, here are several instances of customer service I have been privileged to deliver over the last several years (first of three posts):

Mature Moves...
This senior client needed to sell her home and buy another quickly, which sounds simple enough. But other than the equity in her home she had limited funds, no family and just a few friends who helped as best they could. The mission was to sell her home and perform a simultaneous closing on another without providing a good faith deposit. Also, she wanted to find a place to retire on the water for under $250,000!

Several weeks later we found a buyer. We now had 30 days to find another home - on the water. We began researching waterfront communities all over Florida and my client found a new condo in the Panhandle, which is a five hour drive from the Treasure Coast. I arranged for her to meet with the builder and was to receive a referral fee for my efforts but her 20 year old car decided to quit. So off we went in my car. The condo was in a tiny hamlet just steps from the gulf and she decided to purchase it. After some negotiating the builder agreed to go to contract with just her signature and the promise of wiring funds for the all cash transaction on the day of closing.

Now all we had to do was get her packed and moved. Flash forward to moving day. The movers were a free lance operation and were nowhere to be found on closing day, so I rented a van and drove my client and her belongings to her new home, arriving after midnight. My colleagues thought I was certifiable but helping my client achieve her goal was its own reward.

Next Post - The Out of Town Buyer

Welcome to my Landlord Update; a series of occasional posts to help keep you informed about trends affecting Treasure Coast rental property owners. Future updates will include information such as:

• Recent sales activity in your community
• Trends in annual and seasonal rentals
• Advice for landlords

I will also have tips about maintenance, marketing and other issues that affect property owners.

This post's tip: preparing your unit to rent

It may seem obvious but having a bright and clean rental will result in a quicker sale and a better tenant! For seasonal rentals I recommend a thorough cleaning before we begin showing the unit. You should also plan on another cleaning before your tenant arrives, especially if it has been vacant for a while. Bathrooms need to be spotless and free of mold and grime. Carpets may also need shampooing. You may want to consider a cleaning service for scheduled visits - local cleaning companies charge about $100.00 for a typical 2/2 condo or villa (basic service).

Clutter and personal items should be removed or stored in a secure area. You should also try to address any maintenance needs before showings begin. If upholstered furniture is showing its age, consider having it cleaned or replaced.

Also, consider a fresh paint job if the walls are dingy or showing wear and tear. This is very important for vacant annual rentals to help move them quickly.

For seasonal rentals, you should provide your tenants a list of contact numbers (including yours) for service emergencies. Include information about anything that pertains to your unit.

Please feel free send me your own ideas or suggestions to include in the Update!

As REO (bank owned) listings have come to dominate our MLS, I am amazed how these properties deteriorate once they have been acquired by the lender. It is my understanding that after these listings are assigned to an REO broker, the listing agent is supposed to manage the property - make sure it is cleaned, repairs completed and the yard maintained.

This is often not the case. Recently a property I had previously listed was foreclosed and assigned to an REO broker located about a hundred miles away. The former owner had kept the property in great condition. It always showed well and if something needed attention he would fix it immediately, including an occasional leak in the aging roof. So I was taken aback at how that home deteriorated in the weeks and months following foreclosure.

About a month later I showed the property and discovered two leaks had developed in the roof causing sections of the ceiling to collapse in the laundry and master bedroom. Several more weeks passed and on another showing I saw that the damage had not been fixed (but it was duly noted on a maintenance checklist). The yard had also become overgrown and of course the pool was green. Fast forward three months and I am again showing the property. Looks like the leaks were fixed but the damaged ceilings were left laying on the floor with gaping holes above. During this time my $600,000 listing had been reduced several times and was now offered at $280,000. We are going to make an offer but had a local agent been responsible for this listing I can't help but think that the property would have been better maintained and commanded a much higher price.

As a FSBO (For Sale By Owner) can you really compete in today's Real Estate Market? Yes, FSBO's can compete but selling your home by yourself is not easy, despite the T.V. commercials you may have seen showing exuberant owners who successfully sold their homes. When potential buyers see a FSBO, they think discount. They know you're not an agent, and you are representing yourself, just like someone going to court and representing themselves without an attorney. If you are not a strong negotiator or able to handle the marketing, showings, paperwork, inspections and settlement procedures, you may feel more comfortable having a licensed real estate professional who will assist you in securing the sale and make sure all conditions are met. That's where I can help. For a flat fee or commission, I will assist you in completing the paperwork, and provide professional consultation throughout the closing process. If questions arise or changes need to be made, I am there to help you through the closing of the sale.

Visit my FSBO Free Help Web site for more information about my For Sale By Owner services and download a free special report that explains in detail exactly what you need to do to sell your home and for top dollar... and do it yourself without hiring an agent!

Today I received the following question from a client about Stuart area Home Owners Associations:

Question:  "I see substantial variation in condo association fees.  How much of this is because they cover different things, and how much is because the facility is simply more expensive.  Are there specific things that are always covered?"

Answer:  "Condo fees do vary.  Factors that would affect your dues include insurance, common area maintenance, amenities and guard patrols. One of the most important factors is management and involvement of the association board.  An active and knowledgeable board will strive to control costs, monitor the property management company and maintain adequate reserves.  In my community we are self-managed with a full time property manager and grounds crew.  Our board is "hands on".  As a result our dues are about average for the area and we have had minimal assessments regardless of having endured three hurricanes and skyrocketing insurance costs".

Comment:  I have seen less than desirable communities with very high HOA dues.  It is important to read the association documents ("condo docs"), disclosures and ask questions to determine if the community is well run.  And don't forget the rules and regulations! 

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