How to Raise the Client Service Bar & Protect Our Industry from Disruptors, Discounters and Doubters w/Joseph Rand
The luxury real estate industry is facing a lot of challenges from people trying to change the business model. What do we need to improve in order to get our value back? How do we raise the bar for how we handle our clients? On this episode Joseph Rand, the managing partner of Better Homes and Gardens Rand Realty, shares on his book and what will protect our business from disruptors and discounters.
If we focus more on the client experience, we can stave off the disruptive elements that are trying to change the game. -Joseph Rand
Takeaways + Tactics
We need to stop focusing so much on lead generation and start prioritizing the client experience.
Price point is a process of discovery between you and your seller, not something you just dictate to them.
We should be marketing all homes the way the average agent markets a luxury home, and we should be marketing luxury homes at a higher level than that.
At the start of the show, Joseph talked about his background and how he got started. He also talked about his book Disruptors, Discounters and Doubters. We also covered the importance of making sure we don’t put all our innovating energy towards lead generation and start focusing on the client experience.
We also discussed:
- Why the best way to create business is raising fans
- The importance of investing in marketing
- The difference between listing a home and marketing it
The truth is, we have not done a good enough job of raising our game and improving our client transaction experience. This makes it easy for challengers to try to edge us out. We have to teach agents to do the work, and this starts with treating our clients well. The client experience is all about putting their needs first and giving them information that actually helps them sell.
Joseph Rand is the Managing Partner of Better Homes and Gardens Rand Realty, one of the largest family-owned real estate brokerages in the country. Go to randrealty.com or find his book Disruptors, Discounters & Doubters on Amazon.