{"id":3958,"date":"2018-10-19T07:47:17","date_gmt":"2018-10-19T11:47:17","guid":{"rendered":"https:\/\/dankrell.com\/blog\/?p=3958"},"modified":"2019-07-21T08:33:52","modified_gmt":"2019-07-21T12:33:52","slug":"real-estate-services-personality","status":"publish","type":"post","link":"https:\/\/dankrell.com\/blog\/2018\/10\/19\/real-estate-services-personality\/","title":{"rendered":"Real estate services personality"},"content":{"rendered":"\n

The \u201cone-size-fits-all<\/em>\u201d service model is becoming an all too familiar experience in every day life.  You encounter it when you go to the doctor\u2019s 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<\/a> 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.<\/p>\n\n\n\n

How do real estate services treat clients?<\/h3>\n\n\n\n
\"real<\/a>
Real Estate Services (infographic from nar.realtor(<\/figcaption><\/figure><\/div>\n\n\n\n

The move toward systematizing consumer encounters comes from the corporate goal of profiting from efficiency.  Don\u2019t 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.<\/p>\n\n\n\n

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.<\/a>  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.<\/p>\n\n\n\n

Customer service research<\/h3>\n\n\n\n

Gauging the effects of a systematized service industry on the consumer is a growing interest.\u00a0 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<\/em>; 2017, 20:4 p.203-18).\u00a0 The study suggested that customer issues are inevitable.\u00a0 They conclude that customer service models should have strategies to address and resolve issues to maintain positive customer relationships.<\/p>\n\n\n\n

Another study suggested that when it comes to automated service, some service industries are better suited than others (Scherer & Von Wangenheim;\u00a0 Man Versus Machine-How the Service Channel Affects Customers’ Responses to Service Encounters; AMA Winter Educators’ Conference Proceedings<\/em>; 2016, Vol. 27).\u00a0 The authors suggest that a consumer\u2019s expectation is guided by how a service is provided.\u00a0 Satisfaction levels are increased when personal services are delivered by a human.\u00a0 Furthermore, they found that consumers who prefer technology or automated services tend to be ego-centric.\u00a0 These \u201cself-service\u201d consumers attribute success to their abilities, while shifting blame to externals when there is a failure.<\/p>\n\n\n\n

Real estate services for all personalities<\/h3>\n\n\n\n

The growing body of research may explain why real estate agents have not become extinct in a technological world.<\/a>  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 \u201cone-size-fits-some<\/em>\u201d solution.  In other words, there is a place for the automated and systematic real estate transaction, but it\u2019s not for everyone.<\/p>\n\n\n\n

Before you embark on your home buying or selling journey, you should think about your needs.  What are your expectations?<\/p>\n\n\n\n

As a real estate consumer, you have a duty to explore your options<\/a> 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:<\/p>\n\n\n\n