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

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You Don’t Want Me

I had a client call the other day and he wanted to know whether I would be the one showing him houses. I said, “Oh, you don’t want me,” and gave him to Donna. Were I to show him houses, I would be capable, but I wouldn’t be up to the minute on every house out there. Donna knows about every house on the market and remembers them all. She knows which ones are special, which ones are run-down, and which ones are priced right. We put our clients first by introducing them to Donna.

Does Donna want to write a contract? Absolutely not! Donna knows how to complete the paperwork, but she wants the client best served. She puts Clients First by handing them off to one of our contract agents. Under JoAnn’s supervision, Alicia or Kelly or Joe prepares the contract, calls the listing agent for info, pulls up the property’s listing history and comparable sales, and takes the buyer through the offer. JoAnn negotiates the deal, and when we have a seller acceptance, the client’s file goes to escrow, where another agent on our team takes him or her from contract to close. Clients First created this system, which we call Super Service. And what about the handoff anguish? It doesn’t exist. Our clients love working with specialists. They will even ask, “Okay, who do I see next?”

We didn’t clone ourselves; we cloned Clients First.

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