CONCIERGE CARE

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. 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 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. 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.

AGNES MROCZKA

Agnes Mroczka is a first-generation immigrant from Poland. She came to the United States seven years ago, right after college graduation, with a single suitcase. “I couldn’t do much because of the language barrier, which minimized my job options, so I started cleaning houses and I think this is when a passion for real estate was born in me,” she says.After she realized she wanted to become an agent, Agnes attended real estate school, where she overcame the challenges of studying in a second language and became licensed. “It was a long journey for me to become real estate licensed, but it was worth it. I absolutely love my job. It became my lifestyle.”

Agnes works as a solo agent at Complete Real Estate LLC in Newington where she serves all of Connecticut with a focus on Newington, Wethersfield, New Britain, Berlin and Rocky Hill. She offers her clients boutique, hands-on service. “I’m in charge of every single transaction of mine from top to bottom, every step of the way,” she says. She is completely dedicated to helping her clients achieve their goals and desires. She particularly loves working with first-time home buyers. “I feel like they need the most guidance and wholehearted support. It’s not about the transaction to me; it’s about helping my clients to find the perfect home and seeing them happy.”

Her customer service is unparalleled, and her clients know that if they call her at ten o’clock at night, she will pick up the phone and have an expert answer to their questions. “I’m always available for my clients and they know that they are my priority,” she says. Agnes stays in touch with her clients long after the transaction is over, letting them know she cares and is there for them. “My customer service is the result of training and mentoring from my broker Margo Mikunda. She is the huge part of my success,” she explains. entire database, as well as the surrounding neighborhood, and she shares information about the listing on all the top real estate websites, including Zillow, where she is a Premier Agent.

Her favorite part of the job is learning about her clients’ hopes and dreams. “I listen to my clients very carefully and work hard to meet their expectations and needs,” Agnes says. “Being a part of one of the biggest decisions of their lives is an honor. There is no way to describe how wonderful it is to hand the keys to thrilled new owners at a closing!” Her business motto is a phrase she believes in whole heartedly: A Home Changes Everything.

To give back to the community, Agnes and her broker support the Polish Festival and the Miss Polonia beauty pageant annually, along with local Polish Newspapers and Businesses. When she isn’t working, she enjoys spending time with her family. She’s also passionate about traveling. “I would like to see as many places as possible. I also try to go to Europe every year to visit my parents and siblings,” she says.

For the future, Agnes plans to study for her broker’s license, as well as designations such as Short Sale Specialist. And having worked so hard to achieve the American Dream, she wants to continue helping her clients to do the same.

When it comes time to market a listing, Agnes’s expertise really shines. She posts daily about listings on Facebook and Instagram, where she has robust followers. She sends “Just listed” and “Just Sold” postcards to her To find out more about Agnes Mroczka, please call (860) 770-0029 or email at Agnes.Mroczka@Gmail.com

GABRIELLA NAVICK

After having her son, Gabriella Navick began searching for a career that allowed her to balance her fulfilling home life with her entrepreneurial spirit. At the encouragement of her husband’s aunt, a successful Realtor, Gabriella began exploring the real estate industry. “I knew I’d found the perfect fit,” she says. “Real estate isn’t your traditional nineto-five job. It’s demanding, and it requires tenacity. But there’s nothing more rewarding.”

Currently, Gabriella is the owner of Navick Properties, where she services clients throughout Southeastern Connecticut. Born and raised in the region and equipped with over nine years of professional experience, she has cultivated a unique process around personalization, communication and attentive customer service.

When listing a home, Gabriella employs a series of cutting edge strategies to give her clients nationwide exposure. After providing her sellers with professional photography and videography, she shares their property through a variety of targeted digital and social media platforms. She also utilizes her extensive network to connect her sellers with contractors, plumbers and other valuable tradespeople. “The real estate industry has transformed over the years,” Gabriella says. “Today, the business rewards innovative thinking and tech savvy approaches. I know how to get things done for my clients—and I know how to get them done efficiently.”

Elsewhere, Gabriella stands for her buyers as a careful guide, looking out for their best interests throughout the transaction. Above all, she is best known for her candor and long-lasting commitment. “I’m never phony,” she says. “When someone is deciding on a home, they need as much information as possible. My clients trust that they can come to me with any problem and find the right solution.”

Throughout her career, Gabriella has also specialized in military relocations, and she cherishes the opportunity to give back to our service members. Moreover, her speedy process, along with her down-to-earth personality, has won an outstanding reputation throughout the area, with the vast majority of her volume coming from either repeat clients or referrals.

Gabriella is equally passionate about assisting first-time homebuyers. The child of Italian immigrants, she understands the importance of homeownership to a growing family. “My parents struggled back when they first came to America, and I can still remember the look of pride on my father’s face when we finally bought our first house. Today, I live to see that look in each and every one of my clients.”

Outside of her career, Gabriella is active in her community. She currently volunteers at her children’s Catholic school and church. During the holidays, she participates in an assortment of food drives and fundraisers around town—all to support those who need it most. When she’s not assisting clients, Gabriella can be found relaxing on the beach or spending time with her family. “I’m a mom before anything else,” she says.

Looking ahead, Gabriella intends on steadily growing her business and team, while continuing to scale her own values for personal, compassionate assistance. “Everyone deserves a Realtor who will take that extra step for their needs,” she says. “I don’t treat my clients as transactions; instead, I understand their wants, struggles and ambitions. And I fight to make their dreams a reality.”

To learn more about Gabriella Navick please call (860) 460-3516 email NavickProperties@gmail.com, or visit NavickProperties.com