CONCIERGE CARE: SERVICES

5 MORNING HABITS

Concierge Care: Services that Lure Clients and Transform Your Reputation

It’s a no-brainer: customer service is central to success in the real estate industry. While properties may be the product, this industry really revolves around people and the relationships you cultivate along the way. With that in mind, how would you describe the service you provide? If solid service is the baseline, then to set yourself apart you must deliver service that’s exceptional. But, how? Returning calls and displaying a friendly face won’t necessarily separate you from the pack. If you really want to take your customer service to the next level and build a reputation for white-glove, concierge-level courtesy, then keep a few of the following tips in mind as you create a professional style that’s completely bespoke.

Make your communications matter

For many agents, communication during and after a transaction are perfunctory affairs, with one-sizefits-all newsletters or promotional postcards that feel mass-produced. To really grab the attention of your clientele, you’ll want to build a recognizable brand. To accomplish this, begin by adding value to your regular communications. Clients are likely to bypass your communications if they think your only intent is to sell them something. Focus instead on creating content that’s compelling and dishes out value to your clientele. Just like a favorite blog you revisit again and again for its quality content, con

sider your communications as an extension of your brand and identity. A few popular ideas from which clients can derive value include: local restaurant guides, tax tips for homeowners, reports on home values and the marketplace, or highlighting home décor and landscaping trends. Make your communications readable and useful, and your clients past and present will think twice before skipping past your name.

Showcase the lifestyle Clients remember when you go the extra mile, and that additional effort distinguishes run-of-the-mill agents from high-powered professionals. Whether listing or buying, consider a property’s lifestyle. First, think about a client’s everyday experience. Where’s the best breakfast spot nearby? How’s access to public transportation or bike paths? Which outdoor recreational opportunities exist in the area? Where might your client swing by for coffee? Neighborhood guides that outline the livability of a home and its area not only boost value and highlight potential, but they also demonstrate your ability to think outside the box and connect on a personal level. After all, a home isn’t just a house; a home is all about the daily experience that unfolds within and beyond those four walls. With that in mind, do your homework and make yourself a local expert. Your clients will feel they’re in good hands and will better envision their future unfolding, all thanks to your thorough legwork. message, or email, whereas older clientele may prefer face-to-face time or connecting by phone call. Adapting your communication style is as simple as a brief discussion: ask your client how they prefer to communicate and adapt accordingly. While it may seem like a small matter, it provides clients with a sense of comfort and control. Again, the key here is communication. Talk with your clients about their preferred methodology. Maybe they prefer a marathon house-hunting trek on a weekend day, or perhaps they rather sift through listings online before making in-person visits to a narrowed list. It’s okay to encourage clients or fill them in on industry norms, but it’s important to create an experience that’s tailored to their style and personality.

Authentically seek feedback While it may feel uncomfortable, asking for feedback during and at the end of a transaction can dramatically improve your working style and professional blind-spots. It can also help you adapt your working style to better suit your respective clients. Of course, it’s important to be open-minded and to quash the need to be defensive. Not all feedback will be useful, but you can incorporate the parts that are. This not only grows your skillset, but it also demonstrates to clients that you are open to constructive criticism and sincerely prioritize a job well done over personal praise. As a bonus, positive feedback can be parlayed into client testimonials, which are incredibly useful tools to boost your business on the whole.

Customize your approach to clients As an agent, it’s only natural that you build your own daily routines and practices that keep your business running. While it’s necessary to create positive habitats that streamline your workflow, it’s also important to remain adaptable. For instance, Millennial clients may prefer to chat by text, instant It’s no secret that real estate is a busy, self-determined business. While your client care may feel all accounted for, there is always room to grow. Professionals at the top of their field know this and never stop building out their repertoire. If you want to take your business to the next level and create an imprint that’s synonymous with concierge care, then keep these ideas in mind as you build your relationships and your brand.

JAMES “BRENT” TARTAMELLA

James “Brent” Tartamella had been in the hospitality industry for twenty years when three of his friends started Fisher Real Estate, a brokerage on Nantucket Island. “They were three top brokers with different styles and attributes that I thought elevated the game of real estate. I really liked they were focused on the relationship aspect of the business.” So, in 2016, Brent decided to make the change from working in the high-end private club business and became licensed as an agent. Thanks in part to his work ethic and knack for the industry, Fisher Real Estate is now one of the top real estate offices on Nantucket Island, and last year Brent had one of the highest sales transaction volumes of any broker on the island. “It’s been a great trajectory, so far,” he says. Already a large percent of his business comes from referral clients, which is no surprise given Brent’s experience providing excellent customer service in the hospitality industry. “I add as much value as I possibly can to every client/friend that I work with. And I have a dogged sense of determination when it comes to helping my clients achieve their goals.” In situations where a client has a particular dream house, he’s even successfully approached the owners of a house that wasn’t for sale and they sold making a win-win transaction for both parties. “That’s the kind of service that another agent might not have acted on. But I really try to go above and beyond for my clients.” He’s such an extrovert and cares so much about his clients, that staying in touch with them comes easily. He’s always reaching out to see how they are doing and share helpful information about Nantucket in general and the real estate market. about each listing with all the other top agents in the area and spreads the word throughout his sphere of influence, including both locals looking for their first home on Nantucket and people from out of the area looking to buy a vacation home.

Brent loves the chance to help others become homeowners in Nantucket. “I’ve been here since 2004. I’ve raised my kids here, and it’s a special place,” he says. “If I can help make Nantucket part of the fabric of my clients’ lives, that means the world to me.” Brent believes strongly in giving back to the community that gives so much. During his time on island, Brent has been involved in contributing time and energy to the Nantucket License Plate Project (to help fundraise for child-centered non-profits), a Treasurer and Chair of the Nantucket Lighthouse School, the high school culinary arts program, the Boys & Girls Club, and the Nantucket Community Sailing program to introduce kids to water safety and sailing. In the summer, he loves to do anything outdoors, go to the beach with family and friends, have cook outs, and try to fit in fishing and sailing, all while enjoying the best that the island has to offer. For the future, he wants to continue to get to know as many people as possible on the island, share valuable information with them about Nantucket, and continue to provide high quality, boutique service.

When it comes to marketing listings, Brent knows that a personal touch combined with modern technologies works best. If he’s showing a listing to a potential buyer who doesn’t live on the island, he might Facetime with them, send professional photos, and give them a virtual tour. “By the time they come out here, they are pretty in tune with the listing,” he says. He shares information

To find out more about James “Brent” Tartamella,

email brent@fishernantucket.com, call 508-901-0191, follow him on Instagram @brenttucket or visit