{"id":6630,"date":"2009-01-18T22:21:00","date_gmt":"2009-01-19T05:21:00","guid":{"rendered":"http:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/?p=6630"},"modified":"2009-01-18T22:21:00","modified_gmt":"2009-01-19T05:21:00","slug":"a-tale-of-two-paradigms","status":"publish","type":"post","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/6630\/a-tale-of-two-paradigms\/","title":{"rendered":"A Tale of Two Paradigms"},"content":{"rendered":"

Glenn Kelman’s recent Call to Arms<\/a> brought to light for me the two\u00a0 paradigms that exist within the realm of transacting real estate – the traditional broker\/agent-centric view and the evolving consumer-centric view.\u00a0 Ultimately both paradigms attempt to better serve the consumer, however, the perspectives are very different.<\/p>\n

Glenn’s post queries why traditional brokers, i.e agent-centric business model, don’t embrace the consistent measure of customer satisfaction on an agent by agent basis after the completion of a transaction.\u00a0\u00a0 The question is extremely valid – measuring customer satisfaction is a way to preserve the integrity of the broker and\/or agents’ brand.<\/p>\n

I question the validity of the metric – customer satisfaction – what is the criteria?\u00a0 In fact Glenn asked, “how do you measure customer satisfaction?” \u00a0 Defining the criteria is critical to measuring the ultimate value of the outcome – is 9 out of 10 a valid measure?\u00a0 What does 9 mean?<\/p>\n

I’ve held the QSC – Quality Service Certified – Certification for almost 6 years.\u00a0 After each transaction, a third party administers a survey to measure how satisfied my clients were with the service level I provide.\u00a0 Interestingly, never once in 6 years have I had a potential client or prospect contact me because of my rating.\u00a0\u00a0 In an agent-centric model, I measure customer sat by referral and repeat clients.\u00a0 I get measured on a scale from 1 to 5 and have been able to maintain a high level of satisfaction, but ultimately my clients have spoken more effectively about my skills and knowledge rather than my score.<\/p>\n

While it may be important to know whether or not a particular consumer may recommend or even use the services of an agent and\/or broker, I believe I need to know the “why?”.<\/p>\n

The question has been asked many different times – what do consumers want?\u00a0 Again, Glenn asserts that consumers are seeking more metrics on agents.\u00a0 Depending upon whether or not a client is buying or selling, their wants have remained fairly consistent.<\/p>\n

Buyers want assistance finding the the right home.\u00a0 They also want help negotiating the sales terms and price.<\/p>\n

Sellers want to price their homes competively Read more<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Glenn Kelman’s recent Call to Arms brought to light for me the two\u00a0 paradigms that exist within the realm of transacting real estate – the traditional broker\/agent-centric view and the evolving consumer-centric view.\u00a0 Ultimately both paradigms attempt to better serve the consumer, however, the perspectives are very different. Glenn’s post queries why traditional brokers, i.e […]<\/p>\n","protected":false},"author":47,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4,5,19],"tags":[],"class_list":{"0":"post-6630","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"hentry","6":"category-disintermediation","7":"category-real-estate","8":"category-technology","10":"no-featured-image"},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":6533,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/6533\/a-call-to-arms\/","url_meta":{"origin":6630,"position":0},"title":"A Call to Arms","author":"Glenn Kelman","date":"January 15, 2009","format":false,"excerpt":"Why, in an industry in which customer service is one of only two ways to set yourself apart, have brokers been so wary of measuring customer satisfaction? It isn't because agents don't care. I've never met a Realtor who didn't care about his customers. In fact, when we talked about\u2026","rel":"","context":"In "Marketing"","block_context":{"text":"Marketing","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/marketing\/"},"img":{"alt_text":"The Perils of Transparency Are Worth It...","src":"https:\/\/i0.wp.com\/farm1.static.flickr.com\/1\/3548381_e4f24017d7.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":15720,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/15720\/youre-a-master-cat-skinner-the-good-news-and-the-bad-news\/","url_meta":{"origin":6630,"position":1},"title":"You’re A Master Cat Skinner – The Good News and The Bad News","author":"Jeff Brown","date":"April 2, 2012","format":false,"excerpt":"Are you the 'go to' guy\/gal? Do you list a lotta property and do it well? Are you a leader? Though I'm sure many will say charisma is required, I beg to disagree. It never hurts, but in the end, the Lord created the ultimate equalizer to charisma: Results. Today,\u2026","rel":"","context":"In "Enduring Interest"","block_context":{"text":"Enduring Interest","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/enduring-interest\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1007,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/1007\/glenn-kelman-on-redfincoms-move-into-southern-california-ive-never-had-to-think-so-hard-in-an-interview-in-my-life\/","url_meta":{"origin":6630,"position":2},"title":"Glenn Kelman on Redfin.com’s move into Southern California: “I’ve never had to think so hard in an interview in my life”","author":"Greg Swann","date":"February 8, 2007","format":false,"excerpt":"Here's the newspaper news, and we'll come back to it in due course: Redfin.com today opens three new offices in Southern California: Los Angeles, Orange County and San Diego. The company has expanded its web site to include listings from nine Southern California MLS systems. Here's the real news, which\u2026","rel":"","context":"In "Disintermediation"","block_context":{"text":"Disintermediation","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/disintermediation\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":5709,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/5709\/rethinking-real-estate-web-20\/","url_meta":{"origin":6630,"position":3},"title":"Rethinking Real Estate Web 2.0","author":"Thomas Hall","date":"November 20, 2008","format":false,"excerpt":"What do consumers want? I believe this question has been asked ten times to Sunday as it relates to real estate. I recently read Marc Davison's recent blog post at 1000Watt Blog summarizing the results of that exact question, What do Consumers Want?.\u00a0 The report, commissioned by Keller Williams, was\u2026","rel":"","context":"In "Marketing"","block_context":{"text":"Marketing","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/marketing\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6885,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/6885\/how-can-you-benefit-from-the-sexiest-search-site-in-the-real-estate-20-world-without-becoming-an-employee-redfincom-is-going-into-the-referrals-business\/","url_meta":{"origin":6630,"position":4},"title":"How can you benefit from the sexiest search site in the Real Estate 2.0 world without becoming an employee? Redfin.com is going into the referrals business","author":"Greg Swann","date":"February 11, 2009","format":false,"excerpt":"I had this news last night, under embargo, but I was tied up with geek stuff. The Cliff's Notes: In areas where Redfin.com has MLS reach but does not have its own agents on the ground, starting today it will begin offering client referrals to agents it has screened and\u2026","rel":"","context":"In "Disintermediation"","block_context":{"text":"Disintermediation","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/disintermediation\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2650,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/2650\/has-web-20-failed-you\/","url_meta":{"origin":6630,"position":5},"title":"Has Web 2.0 Failed YOU?","author":"Brian Brady","date":"February 24, 2008","format":false,"excerpt":"Louis Cammarosano, of Home Gain, outlines his theory about the failed promise of RE2.0. He offers four thoughts to back up his premise: 1- Success has been marginal. 2- It's TOO consumer-centric and neglects the real estate professional (I'm still trying to understand how the anonymous presentation from real estate\u2026","rel":"","context":"In "Blogging"","block_context":{"text":"Blogging","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/blogging\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/6630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/users\/47"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/comments?post=6630"}],"version-history":[{"count":5,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/6630\/revisions"}],"predecessor-version":[{"id":6653,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/6630\/revisions\/6653"}],"wp:attachment":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/media?parent=6630"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/categories?post=6630"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/tags?post=6630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}