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By Ethan C. Nobles
Arkansas Realtors® Association
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Some Realtors® say that buying and selling houses takes a personal touch and attention to customer service will almost always pay off down the road.
There are around 8,600 Realtors® in Arkansas, so how is a person wanting to buy or sell a house going to choose among them? Chad Kumpe of Chad Kumpe Real Estate in Rogers, said a good reputation goes a long way in the real estate business and a Realtor® who is known for outstanding personal service is in a position to attract a lot of business.
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Chad Kumpe,
ABR, CRS, GRI
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Kumpe said his office thrives on repeat business – people who hire him time and time again based on past performance. He said one thing he’s learned through the years is that people are a bit intimidated when they enter a real estate transaction, so a Realtor® who can help make buying or selling a house a smooth process saves a client a lot of time and aggravation.
Kumpe said he’s put together a team of outside professionals. Home inspections and closing offices, for example, are big factors in successful real estate transactions, so Kumpe has done his homework and refers his clients to outside professionals that have good reputations.
“When you have the same people and you know what to expect, it just goes smooth all the way through,” Kumpe said.
He was quick to point out that he can’t steer someone toward a specific home inspector or title company, but clients often turn to him for advice on what outside professionals should handle various aspects of transactions. Kumpe said his clients generally ask for that advice and tend to follow it.
Kumpe said honesty is also very important when dealing with clients.
“I do what I say I’m going to do every time,” he said, adding he looks for outside professionals with the same sense of honesty. “I have a group of people I’ve worked with for years.”
Kumpe said he deals primarily with repeat customers and has enjoyed plenty of referrals through the years. He said there are few things better than having a satisfied client send family members and friends to him. In other words, if someone trusts Kumpe enough to send one of their children his way for a real estate transaction, that says a lot about his reputation as a Realtor®.
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Bennie Estelle,
ABR, GRI
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Bennie Estelle of ERA Raffaelli Realtors® in Texarkana, Texas, said offering good customer service also means having a good working knowledge of her community. Estelle pointed out that Texarkana is unique in that part of the town is in Arkansas and the other part is in Texas.
Someone buying a house in Texarkana might not fully understand the differences between the two parts of town, and Estelle said that’s particularly true when she’s dealing with someone moving in from out of the area. For example, some people are attracted to the Texas side of town because businesses don’t charge state sales tax there while other folks like the fact the property taxes on the Arkansas side are considerably lower.
Estelle said successful Realtors® in Texarkana know a lot more about the community than taxes, however. People moving to the area will want to know about various aspects of the town. What are the academic reputations of the schools throughout town? How many tennis courts are in town and where are they located? What are some major employers in the area? How about high school athletics?
Estelle said individual buyers will have various questions, and a Realtor® familiar with the area should either be able to answer them or at least know where to find the information important to customers.
“They don’t necessarily want you to hold their hands,” she said. “They want information. … It’s just a matter of knowledge. Finding out what is important to your buyers and sellers and finding that information for them.
“And, it’s okay to say, ‘I don’t know, but I’ll find out.’”
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Karen Hall
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Karen Hall of Coldwell Banker Advantage Realty in North Little Rock said the real estate industry has changed a lot over the years, but at least one thing has remained constant.
“I think, honestly, (clients) expect the same things they did 30 years ago,” she said. “To answer their questions promptly. To return their calls promptly. To remember their motivations for buying or selling.”
She pointed out that buying or selling a home is a major event and people want as much information as they can to help them make sure they are making the right decisions. She said communications between a buyer or seller and a Realtor® is very important throughout a transaction.
"I think, honestly, (clients) expect the same things they did 30 years ago. To answer their questions promptly. To return their calls promptly. To remember their motivations for buying or selling."
- Karen Hall
A Realtor® who fails to keep the lines of communications open may run the risk of a damaged reputation.
“This is still a small town and bad news travels at the speed of light,” she said.
When it comes to buyers, Hall said customer service often means being flexible. Most people work throughout the day, so Hall said she has to adapt to their schedules. If, for example, someone can only see a home after working hours, then Hall will make the arrangements to show that home after her workday has technically ended.
She added that, often, customer service means more than telling customers about schools, parks and other amenities in the area. If, for example, a potential buyer is an avid golfer but is unfamiliar with the area, then Hall might take that buyer on a tour of golf courses in the area.
“That’s the difference between a little service and a lot of service. They want to see these things, not just hear about them,” she said.
Hall said offering exemplary customer service takes a lot of time and effort, but the results are worth it. She said about 90 percent of her business comes from past clients or referrals.
“That’s such a compliment, especially if they refer their children to you,” Hall said.
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