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    Great Customer Service in Real Estate | What it is and Where to Find it

    Keller Williams The Trembley Group Real Estate Professionals are some of the more than 4,000 Realtors in Myrtle Beach and along the Grand Strand. Like the best licensed real estate agents and brokers in the area, The Trembley Group Real Estate Professionals are experienced professionals who listen, who conduct business ethically, and who know their market.

    An experienced, ethical, and knowledgeable real estate professional doesn’t necessarily work at the largest brokerage company, close the most transactions, or make the most money. An old real estate saying says, “Twenty percent of all real estate agents close 80 percent of all real estate business.” So, the dilemma for most people buying and selling a home becomes finding the one licensed professional among the 20 percent that will get the job done as efficiently, effortlessly, and stress-free as possible, and that is a matter of customer service.

    When it comes to customer service, people are looking for help to fix an issue. In real estate, that means helping buyers find the right home. It means helping homeowners sell quickly and for top dollar. Most home buyers and home sellers are looking for an effortless experience, and it’s been proven there’s not a better way than with the help of a real estate marketing professional.

    So, what’s the best way to start looking for a licensed professional real estate sales agent who routinely offers customer service at the highest possible level? Where’s the best place to start? What are the right questions to ask?

    The Basics – Choose a Realtor

    The Trembley Group Real Estate Professionals are all Realtors. All Realtors are licensed agents, but not all licensed real estate agents are Realtors. Less than half of all real estate licensees are Realtors. Realtors belong to the National Association of Realtors and pledge to follow the association’s Code of Ethics, a comprehensive list containing 17 articles and underlying standards of practice. This code establishes levels of conduct that are higher than ordinary business practices or those required by South Carolina law. Only Realtors can display the Realtor logo. Choosing a Realtor is a good place to start a search for Six-star service.  

    The Basics – Use an MLS Member

    Selling a house is always a very stressful event. The advent of the Information Age gave birth to MLS which has eliminated at least a little stress from the home buying and selling process.

    MLS is the Multiple Listing Service. MLS is a privately-owned database where professional real estate subscribers list seller’s property. The MLS appears to be an extensive national database but is, in fact, a collection of approximately 700 regional databases. Each regional MLS has its own listings, and agents pay dues to access and post homes on each one.

    By listing a house or condominium on the MLS system, sellers receive maximum exposure to the market. A home’s information is displayed to all member firms, agents, and buyers. MLS gives a home maximum market reach and penetration.

    The MLS system brings more choices to customers. The Trembley Group Real Estate Professionals are networking with other MLS agents, brokers and sellers in every area of interest. This process helps the Professional find a home or condominium with specifications like neighborhoods, the number of bedrooms, type of flooring, lot size, etc. that meets a client’s needs and fits their budget.

    Sellers get more exposure for their property. The listing is displayed to every multiple listing brokerage firm, every multiple listing service member agent, and the maximum number of buyers from day one. With a better reach and penetration into all the market segments, sellers generally claim a better price for their property and close their transaction in the shortest period of time.

    The Basics – The Realtor’s Support

    The best Real Estate Sales Professionals cannot work in a vacuum. Companies that offer first-rate customer service will have invested in their real estate agents with an agent support team and cutting-edge training. The Trembley Group Real Estate team includes expertly trained client care specialists, a creative marketing team that is second to none, and a closing department that stays on top of the myriad of details associated with finalizing a sale.

    The entire Trembley Group team was hired based on certain client-first and client-friendly characteristics-like warmth, empathy, a bias toward teamwork, conscientiousness, optimism, and a commitment to always placing the client’s interest first. The company has aligned all of its systems to focus on what is important to the client.

    The Trembley Group Real Estate has also assembled a first-class support team of all the best players in the real estate business. This list of connections includes other real estate agents and brokers, real estate appraisers, home inspectors, mortgage loan officers, and closing attorneys.

    The Basics – Personal Characteristics

    Selling real estate is not an easy career, and The Trembley Group Real Estate is dedicated to investing in its Realtor’s success with top-notch training. For most new agents, the most difficult part of the job is not passing the state licensing exam, learning the myriad of paperwork necessary for closing a transaction, or learning mortgage process.  The most challenging aspect is finding clients and learning how to offer six-star customer service. The company has found that, regardless of skill or expertise, these traits are necessary if a Professional is to be effective in customer service and real estate sales.

    Problem solver mindset. The Trembley Group Real Estate Professionals are hired partly for their ability to find creative solutions to problems and issues. The company’s Professionals know how to showcase a house to make it more marketable and to develop creative listings to attract the right buyers.

    Self-motivated entrepreneur. Having a desire to control their professional destiny and be their own boss is a trait shared by all the real estate professionals at The Trembley Group. Real estate success requires a high degree of self-motivation, drive, and smart decision making.

    Honesty and integrity. A professional reputation is crucial to a successful real estate career. Becoming a member of the National Association of REALTORS®  (NAR) is one way to demonstrate adherence to high ethical standards. All Trembley Group Real Estate Professionals must pledge to the NAR’s strict Code of Ethics and Standards of Practice.

    Hustle and tenacity. A top producing real professional requires a great work ethic. Every Trembley Group Real Estate Professional must tenaciously follow every lead and aggressively hustle to market their clients’ properties. But it’s not a matter of just putting in a lot of time—it’s about working smart, putting in the right amount of time, and doing whatever is necessary to close the deal. It’s one of the reasons training is such a big part of the day to day Trembley Group business culture.

    Interest in houses and architecture. Having a sincere interest in homes and architecture can give an advantage over other brokers and salespersons. If a Realtor’s knowledge and interest are apparent in conversations, their clients will see that they care about the industry, and can offer a high level of service.

    Engaging personality. A good real estate agent doesn’t just sell properties—they sell themselves. Showing their real personality is important. People respond to professional agents when they have a great attitude, are personable and honest, have confidence, and get a sense of fulfillment by serving others.

    Attention to detail. Paying close attention to details is imperative in a successful real estate career. A complete real estate agent is attentive to the unique needs of their clients. If they are organized, follow up with leads, communicate well, and pay attention to the needs of the clients, they offer six-star customer service close more sales.

    The Key to Six-Star Customer Service – Communication

    Staying On Top Of Communication

    While using a Realtor who is a member of the local Multiple Listing Service, who has good support, who has excellent training, and has an engaging personality is important, real estate success and real estate fortunes are made with follow-up and follow-through. Excellent communication is the key to six-star real estate customer service.

    The average agent rarely follows up if an initial lead does not respond. The Trembley Group Real Estate Professionals, whether a customer care professional or a licensed sales professional, continue to follow up until the customer either asks to be removed from the agent’s list or until a successful transaction is consummated. The Trembley Group Real Estate Professionals keep an updated database and work daily to maintain communication with all existing clients and potential customers – in whichever way the customer wants communication.

    Respond Quickly and Appropriately

    Today’s real estate clients expect speedier service than did any generation before them. (Not only faster than their parents expected, but quicker than even they expected this time last year.) The Trembley Group Real Estate Professionals know that an hour represents years in internet time. They know that the client who doesn’t hear a response the same morning or afternoon that they leave a message with a call, text, or email, the client will likely move on. The client might assume, accurately or not, that they’ll never hear back.

    So, if the client wants a text, a text is what they’ll receive. If the customer wants a call at a specific time, then the professional Trembley Group Real Estate agent will schedule and make the call. The Trembley Group Real Estate Professionals are the best of the best, and they serve their clients the right way every time. They gain the best results by communicating and being flexible to meet the customer’s individual needs.


    Communication, by definition, is a two-way process, and The Trembley Group Real Estate Professionals are trained to be good listeners.

    Listening is a skill.  Listening is a habit. And listening can be taught, practiced and learned. Most real estate agents listen while looking for an opening to respond, rather than listening to their clients’ cares and concerns. Most real estate agents are waiting for an opportunity to give their canned answers and talking points, regardless of what their client is saying. This practice shows a lack of listening skills. To be great listeners, The Trembley Group Real Estate Professionals have been trained to be quiet and pay attention to what their clients are saying. Anyone who has spent even a few minutes with a Trembley Group Real Estate Professional knows that they pay attention.

    The Trembley Group Real Estate Professionals pay attention. They ask questions and strive to meet clients’ needs before they’ve ever been expressed. That demonstrates excellent customer service, and it also demonstrates that The Trembley Group Real Estate Professional cares about the clients as individuals. To achieve this requires aligning your systems and your people to anticipate what your clients want before they ask for it. Some clients, particularly first-time buyers, are unaware of all the things they need to be doing.

    “Before I ever got into the real estate business,” says Andrew Innocenti. “I talked to an agent who worked for another company. They told me a horror story about spending eight months showing a customer 115 houses. The customer finally bought a ‘For Sale by Owner.’ They warned me about all the work.  There’s no doubt that being a Realtor is a lot of work. But my Trembley Group Real Estate training taught me, if I truly listen and ask my clients all the right questions, I’ll know exactly what they want and save us all a lot of time. If I do my job, I’ll show a client three houses. If none of them suit, I know I’m missing something and need to ask more questions and listen to their answers.” Being a good listener pays off for the Real estate professional as well as the client.

    Providing a Custom Fit  

    Great customer service requires a custom fit. Every day, hour, and minute clients interact with The Trembley Group Real Estate office. It’s a lot of work, but it’s well worth the effort – the cared-for feeling a client gets when their wishes are anticipated is what generates the fiercest loyalty. According to D’Ambrah King, “I never want my client to feel blindsided, confused or ill-informed. It’s not up to them to know what they need. I’m the professional, and I need to bring all my knowledge and experience to bear so that they never suffer from what they don’t know to ask for.”

    All of the Trembley Group Real Estate Professionals not only respond to clients’ expressed needs but also their unexpressed needs. They’re trained to be patient with clients. Their clients don’t always know what they need to ask. The Trembley Group Real Estate Professionals help them determine what’s most important by asking leading questions. Answers to these questions help unearth the clients’ unexpressed needs. They can also help better understand clients’ preferences.

    When a client’s desire or need is met before it’s even expressed, the client knows that they’re cared about as a person, not just a client. The Trembley Group Real Estate Professional achieves this by aligning the company’s systems and people to anticipate and fulfill a clients’ needs before they’re ever asked. Every Trembley Group Real Estate staff member was hired with an eye toward their key client-friendly characteristics. Specifically, they were hired for their warmth, empathy, commitment to teamwork, conscientiousness, and optimism. The company’s personnel, systems, and processes all focus on the clients’ wants and needs, and no one ever thinks they save a little effort by treating everyone the same.

    Earning Trust with Six Star Customer Service

    The Trembley Group Real Estate Professionals know, if they want to earn their commission, they have to do more than add clients’ property to the MLS, send them automated updates, and go to showings.

    A thank you note from a recent client from upstate New York sums up the meaning of six-star customer service. It illustrates the importance of instilling confidence and making a transaction as effortless as possible.

    “I didn’t do business with you because of your product,” the New Yorker said. “I knew I was buying a home in Myrtle Beach and real estate agents were literally falling all over themselves to help me. I did business with you because of the first-class service you gave and the perceived value of that service. From 1,000 miles away, it helped me sleep at night.”

    Providing great customer service had nothing to do with an easy to remember company phone number or cutting the commission price points of other companies. For this client, what mattered most was competence, intelligence, transparency, and availability.  He wanted to do business with a company and a professional that made him comfortable making what will likely be the largest and most emotionally charged investment decisions of his lifetime.

    This New Yorker went on to say he would tell others about The Trembley Group Real Estate. It is almost unbelievable to the professionals at The Trembley Group Real Estate that one of the things that most impressed him about Charlene Sullivan was that she actually answered his emails and phone calls promptly, kept her appointments without rescheduling and always smiled and got up from her desk to shake his hand.

    That is The Trembley Group Real Estate standard for great service. The Trembley Group does not set its standards based on the prevailing standards of other real estate companies in the area. The Trembley Group Real Estate has made a science of customer service, and it is the benchmark for first-class customer service in Myrtle Beach and along the Grand Strand.

    Abraham Lincoln said: “Whatever you are, be a good one.” The Trembley Group Real Estate is dedicated to helping people find their next dream home and is focused on delivering customer service that is not just good, but the best.



    Need help? Call Keller Williams The Trembley Group at 843.945.1880 ext. 1 and we’ll help you look for the perfect listing or buyers agent!

    At Keller Williams The Trembley Group, we pride ourselves on being the experts at more than just selling real estate. We are local residents, some of us have been here for a lifetime. The rest of us will be here until the end of time. We love living, working, and playing in the diverse backyard of Coastal Carolina, and look forward to helping you live and love your dreams soon too. Please reach out to us by phone or email for personalized service and one-on-one advice. 




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