{"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":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[4,5,19],"tags":[],"class_list":["post-6630","post","type-post","status-publish","format-standard","hentry","category-disintermediation","category-real-estate","category-technology","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":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":1},"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":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":2},"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":12050,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/12050\/is-this-normal\/","url_meta":{"origin":6630,"position":3},"title":"Is This Normal? (What Seattle Real Estate Agents Earn)","author":"Glenn Kelman","date":"May 24, 2010","format":false,"excerpt":"We've spent plenty of time trying to figure out what's fair to pay Redfin agents. As part of that exercise, we analyzed the gross commissions for all Seattle-area (King County, to be precise) agents who closed at least one transaction over the past year (May 12, 2009 to May 11,\u2026","rel":"","context":"In "Ask the Broker"","block_context":{"text":"Ask the Broker","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/ask-the-broker\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-content\/uploads\/2010\/05\/Gross-Commissions-King-Cou.png?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":285,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/285\/remarks-from-redfincom-broker-glenn-kelman\/","url_meta":{"origin":6630,"position":4},"title":"Remarks from Redfin.com Broker Glenn Kelman . . .","author":"Greg Swann","date":"September 4, 2006","format":false,"excerpt":"Glenn Kelman, chief executive and broker of Redfin.com, posted a comment to one of my entries about that company. I replied to him there, but I'm posting the exchange here, as well, frankly because I consider it Big News. Here is Mr. Kelman's remark:Thanks for this thoughtful comment Greg. Many\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":[]},{"id":1185,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/1185\/how-to-waste-45-minutes-of-your-life-2\/","url_meta":{"origin":6630,"position":5},"title":"How to Waste 45 Minutes of Your Life","author":"Kris Berg","date":"March 21, 2007","format":false,"excerpt":"Every crazy person that works with us, we go crazy for them. I finally got around to listening to the latest installment of the Glenn Kelman show, a video podcast by Robert Scoble (and posted on Sellsius). In all fairness, it wasn't a complete waste of my time. I 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":[]}],"_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}]}}