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The world of real estate is certainly an interesting place to be right now because everything is changing as it all stays the same. What I mean by this is that while modern technology is rapidly changing traditional real estate marketing and communication processes, the basic fundamental principles continue to drive the business. I believe that the most successful way to practice real estate is by utilizing these technological advances without losing sight of what’s most important: relationships.

I support and encourage a business practice that specializes in enhancing the overall home ownership experience. More specifically, this refers to a system that focuses on the relationship between a real estate agent and their client. This model deepens and enhances the relationship between agent and client throughout the client’s entire home ownership experience.

I like to think of home ownership as a cycle that continually moves from buying and selling to the time an owner spends living in their home. There are many different experiences associated with each of these stages and I believe that a Real Estate Agent should be someone who provides support and service through all of them.

The first and best way a customer can ensure a positive home ownership experience is to select a trustworthy, capable agent. The role of the Real Estate Agent has evolved over the years, but the one thing that will never change, regardless of modern technology, is good old-fashioned customer service. A quality agent understands this and will practice personalized service by listening to their client, providing expert advice and communicating in an effective way that meets their needs. Ultimately, the best agent will be someone a customer can come to rely upon long after the papers are signed and the for sale sign is gone.

As mentioned, state-of-the-art technology will never replace customer service, but it certainly enhances it. Cellular phones, laptop computers, digital cameras, the Internet and wireless email make agents instantly accessible, allowing them to be much more informed and provide better customer service to their clients.

Modern technology also provides benefits for the person who is looking to buy a home. Thanks to the Internet, doing home research has never been easier. Many Real Estate companies have websites that allow potential buyers to view photos, hear audio descriptions and take virtual tours of prospective homes. Some advanced sites will even personalize the service for the client, sending email updates with homes that meet their specified needs.

For the person who wants to sell their home, the same advantages apply. Homes have never been in a position to have as much exposure as they do today, thanks to the Internet. For example, an agent can take a digital image of a home, upload it onto their website, assign a unique address for that home, and have it posted on the Internet and ready for viewing in a matter of minutes - I refer to this as Real Time-Real Estate. This process alone has provided incredible advantages for both agents and home sellers/buyers alike because it helps to make the overall home selling/buying process much more efficient.

Home sellers/buyers and their agents will come to enjoy a smooth transaction process, thanks to recent advancements that allow it to be processed electronically by a transaction coordinator. The transaction process consists of several factors, such as negotiating the offer, organizing the property inspection, dealing with contingencies and helping with the lender approval, title search and escrow. Use of software, such as the Synteleos On-Line Transaction Management System will streamline every aspect of this process, reducing paperwork and saving everyone involved, time. The use of this software has the potential to increase every agent’s productivity by 30%, which increases their transaction potential and allows for more balance and time in their lives. The transaction process has the potential to be very complicated, but this new software is guaranteed to simplify the experience for all involved.

There are also some more specific services an agent can provide during the property transfer phase of the transaction process. I refer to these as property transfer services and they can consist of everything from change of address notification to utility connection/disconnection. Many Real Estate companies are also developing business relationships with moving companies, contractors and storage facilities, in order to provide their clients with a more complete overall service package that assists them with every stage of home ownership.

The final and most important function that I would like to discuss, is the on-going relationship between a real estate agent and their client. Long after the transaction is finalized, a quality agent will provide their client with continued customer service. For example, agents can provide annual home value updates so their clients have the most current information for taxes, insurance, financial statements, etc. Another useful service for clients is informing them of new listings in their neighborhood. This helps to keep the home owner aware of the state of the current housing market in their area. Agents can also send their clients reminders of seasonal home maintenance items, which when combined with the other mentioned services, contributes greatly to the enhancement of the home ownership experience.

The new world of Real Estate is definitely an exciting place to be. The on-going advancements of modern technology continue to increase the industry’s capabilities, which translates directly into invaluable benefits for both agents and their clients. Through all these changes, however, what remains important and continues to enhance the home ownership experience overall, is the same basic principle that Real Estate has always relied upon to do business - trusted, personal relationships.

Published: October 20, 2000

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