Good Customer Service Is No Longer Good Enough

Mastering the delivery of the Brilliant Basics is the foundation for delivering extraordinary in the changing real estate industry. Learn more about the CENTURY 21 Affiliated standard of customer service.

Brilliant Basics

What are the “Brilliant Basics”?

Standards of client service that every CENTURY 21 Affiliated agent delivers to provide an extraordinary experience for all clients.The Brilliant Basics are intended to change the game in the ever-evolving real estate industry.

Brilliant Basics

#1: I’m Transparent, I Build Trust
I always speak the truth, no matter the cost. Being a “client’s trusted advisor” is cliché in our industry, but not with me. I provide complete transparency and always follow through on my word. Honesty, trust, and integrity build my business and create life-long clients.
#2: I Consciously Communicate
I am always accessible, reply quickly, and communicate often. I follow the client’s communication preference (i.e. return calls with calls). I keep my communications clear, concise, and effective. I am proactive and stay in touch along every point in their journey, from initial interest to closing and beyond.
#3: I Change The Game With My Knowledge
I am the master of housing trends, pricing patterns, regulations, processes and inventory. I own the details. I am known for my real estate know-how and am the first to know potential or competing listings. I am the main source for local knowledge and am active in the community to create relationships and referrals.
#4: I Actively Listen…I Really Do!
I ask questions, actively listen, then interpret client needs. To create a memorable experience, I understand my client’s specific needs, identify their preferred communication style and then tailor the process to deliver the extraordinary.
Brilliant Basics #5:

I Am The Master Of Their Journey

I know that great real estate agents are customer centric and expert guides through the real estate journey. I help clients understand the process, interpret complex information, anticipate and solve problems and ultimately create a seamless and frictionless experience. I remember that the client is in charge of the final decision, but I am in charge of the journey.

Brilliant Basics #6:

I Give 121% Every Time

I have a client centric commitment to always delivering excellence – even in the most difficult situations – and making “defy mediocrity” my norm. I go the extra mile and give 121% as a thought leader and passionate go-getter to surpass my client’s expectations.

#7: I’m A Relentless Learner
In our ever-evolving industry and world, I know there is always more to learn. Whether from conferences, classes, mentors, books, podcasts, or adopting new technology, I find ways to educate myself and stay ahead of the curve. I can’t afford to become complacent.
#8: I’m A Negotiator
I acquire and constantly sharpen superior negotiation and valuation skills. I work relentlessly for my client’s objectives and understand what the other side wants to get the best terms for my client. I strive to negotiate in unexpected ways because a letter from the family or a bit of humor can go a long way in securing the best terms. I shadow experienced mentors to learn best practices.
#9: I Create A Holistic Life
The real estate journey can be stressful for all involved. I balance work and family and don’t forget “me time”. I have fun with the day-to-day and maintain a positive attitude toward every person. I don’t dwell on the negative or take failures personally. My happiness and positivity shines through making it memorable and enjoyable for both me and my clients.
#10: I’m a Memory Maker
I recognize the moments that matter to my client, which are different for everyone. I create special moments along the way to reinforce my personal connection and show that we’re in this together. From celebrating an important milestone like a passed inspection to sending a little something on each closing anniversary, it’s those thoughtful touches that keep me top-of-mind, especially when it comes to referrals. I recognize their moments that matter.

©2020 Affiliated Consumer Services, Inc. All rights reserved.

CENTURY 21® and the CENTURY 21 logo are registered service marks owned by Century 21 Real Estate LLC. Affiliated Consumer Services, Inc. fully supports the principles of the Fair Housing Act and the Equal Opportunity Act. Each office is independently owned and operated. Any services or products provided by independently owned and operated franchisees are not provided by, affiliated with or related to Century 21 Real Estate LLC nor any of its affiliated companies.

All properties marked with the Realcomp IDX logo provided courtesy of Realcomp. Copyright 2020 Realcomp II Ltd. Shareholders REALCOMP Logo
Based on information submitted to the MRED as of 2020. All data is obtained from various sources and has not been, and will not be, verified by broker or MRED. MRED supplied Open House information is subject to change without notice. All information should be independently reviewed and verified for accuracy. Properties may or may not be listed by the office or agent presenting the information.
Copyright, Southeast Minnesota Association of REALTORS®. All rights reserved.
Data courtesy of the Ann Arbor Area Board of REALTORS®.
Copyright 2020 WIREX. All rights reserved.
Listing data provided by Indiana Regional Multiple Listing Service
IDX information is provided exclusively for consumers' personal, non-commercial user and my not be used for any purpose other that to identify proespective properties consumers my be interested in purchasing.  Data is deemed reliable but is not guaranteed accurate by the MLS.
Listing data courtesy of the Multiple Listing Service of the Greater Northwest Indiana Association of REALTORS®
Listing data Copyright 2020, My Florida Regional MLS DBA Stellar MLS, Inc.
Listing data courtesy of REALTOR® Association of Northwestern Illinois, Copyright 2020.

All information deemed reliable but not guaranteed. All properties are subject to prior sale, change or withdrawal. Neither broker(s), agent(s) shall be responsible for any typographical errors, misinformation or misprints, and shall be held totally harmless.