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Clients First: The Two Word Miracle by JoAnn Callaway, Joseph Callaway

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One Phase of the Process

We weren’t asking Donna to know everything there was to know about real estate, although she certainly had to take her classes and pass the state licensing test. We were asking her to serve our clients in one phase of the process: to find the right house for them. Because this was all she did, she became extraordinarily competent for each client who was at that stage in the home buying experience.

Every day, Donna spent hours at the computer searching for homes for sale, and when she went out with a client to show a house, she knew what the client wanted to know: How long has this been on the market? How much is it? How does it compare to the one down the street? Since Donna was in and out of probably 200 homes a week, she was an expert when our client needed an expert. This was putting our Clients First in high gear, but how would we make the transition?

It did not go smoothly, but then again it did not go badly, either. Each handoff was a new adventure. We stammered, we fumbled, and we took clients back, because Donna couldn’t be in two places at once. Over a 12-month period, the process got smoother. Donna did a great job and was well liked by clients.

Through this process, Donna picked up on our example. She saw us putting the clients first, and she heard Marta say it, and it just happened. Today Donna is competent, honest, and caring. She spends all her time showing houses, and our clients are fortunate to work with her.

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