Clients First: The Two Word Miracle

Pursue Competence

Today, every contract is still written or reviewed by JoAnn or me. We estimate we have probably handled more than 15,000 contracts over the years, and on every one of them we are reminded of that first fiasco. We still negotiate every deal. We know every client. Because of our team and their competence, we have the time to serve every client personally. We don’t use voice mail. If we can’t take a call when it comes in, a competent team member speaks to the client and we call the person later. JoAnn’s rule is that no call goes unreturned. We can’t go home until every client is served.

Over the years, we have sought competence. Every two years we are required to complete 24 hours of continuing education. We estimate the team has attended and completed more than 4,000 hours of instruction. JoAnn and I personally attend from 5 to 10 conventions and seminars each year. We attend two Mastermind lunches each month. We schedule lunches and dinners with other top-producing agents. We hear speakers at the home tour meetings. We read hundreds of e-mails, attend webinars, buy and read books, subscribe to and read all trade magazines, and listen to CDs in the car. We do this to be competent, to be better, and to put our Clients First.

Yet honesty and competence are not enough. To truly put Clients First, you must have the third key, without which you may as well pack up and go home.