Real estate services personality

The “one-size-fits-all” service model is becoming an all too familiar experience in every day life.  You encounter it when you go to the doctor’s office.  A day at the mall is certainly a one-size-fits-all adventure.  Now, there is also the pressure towards automated buying and selling systems in the real estate industry.  Real estate services that is one-size-fits-all?  The idea of a one-size-fits-all real estate transaction is becoming trendy from both online companies and local real estate companies.

How do real estate services treat clients?

real estate services
Real Estate Services (infographic from nar.realtor(

The move toward systematizing consumer encounters comes from the corporate goal of profiting from efficiency.  Don’t get me wrong, there is nothing wrong from a business making money.  After all, making money is the basis of our economy.  And the one-size-fits-all system for home buying and selling is a business solution during a healthy housing market where homes sell quickly.

However, the systematization of the service industry, including real estate, is not welcome by all consumers.  There is some acknowledgement that a systematized real estate transaction can have unfortunate outcomes when the plan is derailed.  Not all real estate transactions are easy, nor do all homes sell quickly.  It is a fact that that most home buyers and sellers still want an expert they can count on to help them navigate one of the most expensive and stressful transactions of their life.

Customer service research

Gauging the effects of a systematized service industry on the consumer is a growing interest.  One recent study examined customer service reactions when the provider system fails (Diaz, Gomez, Martin-Consuegra, Molina; The Effects of Perceived Satisfaction with Service Recovery Efforts: A Study in a Hotel Setting; Ekonomie a Management; 2017, 20:4 p.203-18).  The study suggested that customer issues are inevitable.  They conclude that customer service models should have strategies to address and resolve issues to maintain positive customer relationships.

Another study suggested that when it comes to automated service, some service industries are better suited than others (Scherer & Von Wangenheim;  Man Versus Machine-How the Service Channel Affects Customers’ Responses to Service Encounters; AMA Winter Educators’ Conference Proceedings; 2016, Vol. 27).  The authors suggest that a consumer’s expectation is guided by how a service is provided.  Satisfaction levels are increased when personal services are delivered by a human.  Furthermore, they found that consumers who prefer technology or automated services tend to be ego-centric.  These “self-service” consumers attribute success to their abilities, while shifting blame to externals when there is a failure.

Real estate services for all personalities

The growing body of research may explain why real estate agents have not become extinct in a technological world.  Instead, the profession has endured.  Moreover, Realtors have embraced technology (for better or worse).  As new technologies make the home buying and selling process easier, the industry will undoubtedly adapt.  The fad of systematizing the real estate transaction, as well as buyer and seller encounters, is in reality a “one-size-fits-some” solution.  In other words, there is a place for the automated and systematic real estate transaction, but it’s not for everyone.

Before you embark on your home buying or selling journey, you should think about your needs.  What are your expectations?

As a real estate consumer, you have a duty to explore your options for real estate services.  You should interview and compare real estate services. Questions to ask your real estate agent before you buy or sell a home:

  • Is there one point of contact, or do you have to deal with a “team” of people for different situations.
  • What do you do if the point of contact is not available?
  • How do they handle unexpected obstacles or emergencies?
  • Ask for recent client references whom you can call.

By Dan Krell    
Copyright © 2018.

Original is located at https://dankrell.com/blog/2018/10/19/real-estate-services-personality/

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Disclaimer. This article is not intended to provide nor should it be relied upon for legal and financial advice. Readers should not rely solely on the information contained herein, as it does not purport to be comprehensive or render specific advice. Readers should consult with an attorney regarding local real estate laws and customs as they vary by state and jurisdiction. Using this article without permission is a violation of copyright laws.

Are Real Estate Concierge Services a Fad or the Next Trend?

by Dan Krell

Have you ever used a hotel concierge? It is sometimes amazing how some provide spot-on service and great advice about where to eat and the sights to see. Once only offered to wealthy clients, real estate concierge services are becoming more popular and offered to everyone as way to provide a value added service by real estate brokers and agents (who are now trying to scrape out extra market share in a quickly shrinking real estate market).

The origin of the concierge is rooted in serving others. According to Miriam-Webster.com, the word concierge is a French word derived from Latin meaning “fellow slave.” Although historical references agree that the origin of the concierge originated in medieval times as a royal trusted advisor, the described function differs from an officer of the royal court who executes justice to a member of the court who kept the room keys of visiting nobility (concierge is often referred as the French definition of “keeper of the keys”), while fulfilling the desires of the nobility.

Concierge services developed into an indispensible part of European culture. Concierge services were found everywhere, from apartment buildings to the government; the concierge only served those who lived or worked within their service areas. Modern concierge services are commonly found in hotels and spas; because they often obtain the hard to get items for guests, concierge services often have the reputation of obtaining the unobtainable.

Concierge services (sometimes known as errand services) are becoming more popular to save us time in our hectic lives. Real estate concierge services often range in services from preparing the home for sale to moving home owners to their new home. Some real estate concierge services offer expanded services where you can find just about any service in and out of the home! In fact, one prominent real estate concierge service that is provided by a real estate broker lists over one hundred services; incredibly, the list is described as being “a partial list!”

Home builders have also begun to offer concierge services. Additionally, home builders are adding the concierge services as a “premium service” built-in to communities as a way to lure home buyers to their communities.

Offering services other than real estate, these real estate concierge services are another attempt for real estate brokers and agents to be a “one stop shop” for home related services. Needless to say, the quality and level of service of real estate concierge services may vary. Many real estate concierge services enlist the services of highly regarded local professionals to provide their services, while some real estate concierge services only “recommend” professionals who are willing to pay for the privilege of having their service listed.

Taking Ben Franklin’s advice, “an ounce of prevention is worth a pound of cure,” it is good idea to investigate unknown service providers with local consumer advocacy groups. For example, the Montgomery County Office of Consumer Protection offers advice to consumers about some service specialties. Additionally, it is also a good idea to research the license status of service providers who are required to be licensed, certified, or insured. The Maryland Department of Labor, Licensing and Regulation Division of Occupational and Professional Licensing (www.dllr.state.md.us/pq) allows you to check the status of home improvement contractors, plumbers, electricians, and HVACR services (among other professionals).

This article is not intended to provide nor should it be relied upon for legal and financial advice. This article was originally published in the Montgomery County Sentinel the week of July 28, 2008. Copyright © 2008 Dan Krell.