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Curiosity is the engine of achievement

One of my favourite things about the recent Leading Real Estate Companies of the World® Global Symposium in Budapest was being part of a panel discussion chaired by the legendary leadership author and coach Mike Staver. It was an honour to chare the stage with him and the leaders of some other extraordinary property companies from around the world.

The subject of the discussion was "The Importance of Delivering Complete Service" and of course that got me thinking about what complete service might look like to our customers - and to the agents that I lead. My conclusion was that our job as a real estate agency is not done properly unless our customers are smiling, and unless, after their sale or purchase is complete, they would choose to work with us again in the future.

So then the question became how we get to that point - and I realised that the characteristic that really sets Chas Everitt agents apart as property professionals is curiosity - a genuine interest in our customers as humans, and in their personal and family goals, needs and dreams.

We are different because we don't just go in and present our customers with a long list of the great services we offer and tell them how successful we are. Anyone can do that, but not everyone will take the time to really listen to potential customers, swap stories with them and keep asking questions to discover how best to deliver great service in a way that will be of real value to them specifically.

This is a complete shift away from the old, transactional nature of the real estate business to a customer-centric approach in which one-size-fits-one, in which our goal is a customer that is not just happy because we met a need to buy, sell or rent a property, but because made the whole experience wonderful for them.

And it happens in Chas Everitt because we are not only curious and caring about our customers but about each other. This has been baked into our company culture for more than 40 years and it means that for our leaders, the achievement of our agents is not only measured in transaction numbers. It starts with being curious about what's really important to them in their own lives and then helping them commit to the specific steps they need to take to make their own dream come true.

In this way we create a golden chain of complete service, which in my book is defined as the value we seek to bring to each other and to every smiling customer.

15 Oct 2024
Author Berry Everitt

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Curiosity is the engine of achievement