Hawaii Randy's Real Estate Opinions: Are You Really Meeting Your Clients Expectations?

Are You Really Meeting Your Clients Expectations?

While on floor duty yesterday I answered a call from an out of state home owner.  He currently has another local Realtor managing his property about a mile from my office.  He is considering selling the home.  Whether he decides to sell or keep it rented it will be with another Realtor.New Realtor

After gathering the basic information, I asked him why he was called us?  He told me that his existing agent collects the fees and that is all. 

  • He gets no follow up of any kind.
  • The tenant can not get a returned phone call forcing the owner to get involved.
  • The property has a tall coconut palm and the coconuts need picking.  They are falling and causing a huge danger.
  • At the peak of the market when we had severe housing shortages the Realtor took 5 months to fill a vacancy.
  • I drove by the home, took some pictures (without disturbing the tenants).  I pulled the comps and tax records and put a detailed report together and gave the owner a market price range.  I let him know that until I could go inside and properly inspect the property, I could not nail the market value any closer.  He was grateful for the response and I will know in the next couple of days whether we will manage or sell it.

We are talking about a home that is close to $700,000 in value. The commission and possible referrals can come out to a lot of money.

I hope that the only responses from my clients are that they were completed delighted and amazed and are telling all of their friends.  After all we only have one product to sell to clients.  It is service!

If you expect to charge top dollar for your services you better be giving top service.

Not Just Another Pretty Face



Randy L. Prothero, REALTOR®

Broker-in-Charge, ABR, AHWD, CRB, CRS, e-PRO, GRI, MRP, SFR

eXp Realty

Team Leader - "The Prothero Group"

Randy Prothero is well established as an expert in working with military / VA clients and first time home buyers.  His home seller's (listing) campaign is one of the most aggressive marketing programs in the area.  His luxury home listings sell faster and for more money.

Based out of Mililani, Hawaii. Randy services the island of Oahu (Honolulu County) Performs mediations and ombudsman services for the Board of Realtors.  To improve overall professionalism in his area Randy also offers classes for real estate agents. 

www.HawaiiRandy.comOahu (Honolulu County) Property Search  Hawaii Military Relocations

Comment balloon 8 commentsRandy Prothero • January 19 2007 02:46PM


Well, I don't think I can compete with your pretty face. I better try something else.
Posted by David Spencer, Show Me real estate in Kansas City (Keller Williams Northland) over 12 years ago
David - It works for me because of my ugly mug.
Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) over 12 years ago

When I was sending a referral to the Baltimore area I gave out some basic information and one Realtor emailed me a full blown CMA from just TIDBITS of information.  Guess who got the job! 

Keep us updated!

Posted by Renée Donohue~Home Photography, Western Michigan Real Estate Photographer (Savvy Home Pix) over 12 years ago
Randy, service is the name of the game. I don't know how people in this business that do not get back to their clients, and take for ever to do something, stay in business.
Posted by George Souto, Your Connecticut Mortgage Expert (George Souto NMLS #65149 FHA, CHFA, VA Mortgages) over 12 years ago

by David Kucic, HawaiiREALTORs

Hawaii Real Estate

Randy-You hit a per peeve of mine because I was a victim of a poor property manager myself!  There is very poor customer care overall on this island when it comes to property management.  I have only run across 2 firms that can actually do a great job at managing property. I always recommned them when someone asks me for a referral.  I have found that the worst property managers are real estate companies that dont have a bonafide "Property Manager".  This is because the real estate agent that is doing double-duty as a property manager is too tied up trying to make a commission by selling a property rather than managing (like they are supposed to).  The managing only brings in 10% of collected rent where the commission to sell is much higher as you know.  And how many times does a property manager go out to the units that they are managing and check them out?  I can tell you that it is not often at all unless they are checking a tenant in or out.  It makes me sick when I know that people trust a property manager and turn over their keys to a $700,000 house (your example) and they cannot get great customer service like they deserve.  Pathetic!

Aloha From Paradise,

David Kucic, HawaiiREALTORs



Posted by 1SG (Ret.) David Kucic, President and Owner (Hawaii Military Realty, Inc.) over 12 years ago
Renee – That is my kind of agent. It doesn’t take much effort to do that. George – I guess they keep finding new clients. They sure can’t be getting referrals. David – I agree. Those who provide professional service will be around the rest will not thrive in an increasingly competitive market.
Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) over 12 years ago

Great post! The service we provide is how we will be judged!

Jim Crawford of www.AtlantaBestHomes.Com

Posted by Jim Crawford, Jim Crawford Atlanta Best Listing Agents & REALTOR (Crye-Leike REALTORS®) over 12 years ago
Jim - I agree we only sell service.
Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) over 12 years ago

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