We often hear stories about our members doing exceptional things – whether for the community at large or a specific family they are assisting. We thought we would share some of these stories, which illustrate the kind of service that brings customers back again and again and makes these professionals so integral to the communities they serve. We begin by highlighting Houston member Martha Turner of Martha Turner Properties and her efforts with the National Night Out.

Martha Turner, president and CEO of Martha Turner Properties and community activist, had a goal to market Houston as a safe place to live. To help achieve this, Martha Turner Properties began sponsoring National Night Out (NNO), a community campaign designed to heighten crime prevention awareness. By partnering with the Memorial Villages Police Department and Martha Turner Properties sales associates through an ad campaign, direct mail outreach, and other media vehicles that targeted homes throughout the community, Martha Turner Properties helped double last year’s NNO attendance of community members at the 2011 event. Martha Turner Properties’ sponsorship gave the local police, fire, SWAT and DEA members the necessary resources they needed to reach out to citizens and communicate important safety messages in person.

“It is the relationships we have built within the business community, such as the one we have with Martha Turner Properties, that allow us to provide the level of service to the citizens in our community we might not otherwise be able to provide,” said Memorial Villages Chief of Police Gary Brye.

In addition, Martha Turner Properties distributed free child fingerprint kits (“Safe Child ID/DNA Packages”) to all NNO attendees. The “Safe Child” kits serve as “real-life” tools that parents view as a true value and continue to be in great demand.

Martha Turner Properties’ efforts to help keep children safe extend beyond NNO into an ongoing campaign that was developed in partnership with Memorial Villages Police Department’s Officer O.G. Miller, the policeman who interfaces with students at the area schools. Because he is well-respected by the children, Officer Miller’s name and face are now on safety tip cards that Martha Turner Properties mails to homes throughout the community.

We salute the entire Martha Turner Properties team for making a real difference in their community.

Posted by:  Kimberly Ecker

Too often, the real estate stories that illustrate the ‘beyond the call’ efforts of top practitioners don’t get told. We’d like to share some of these with you in this series highlighting the service that brings customers back again and again.

When a natural disaster caused desperate times to call for desperate measures, Judith Haslam of Harcourt’s International LTD, Christchurch, New Zealand and 1st Runner Up of the 2011 LeadingRE Customer Experience: Referral of the Year Award, went to courageous lengths to aide clients. Judith not only handled a variety of country-specific counseling and orientation details for her American client referred by Cutler Real Estate, but also went above and beyond when an earthquake struck just a week prior to closing. She arranged for further inspections before the clients even reached her by phone, and provided this family of five tremendous peace of mind during a challenging international relocation.

Prior to this, however, as noted in a client email: “The homes she had lined up for us were spot on. She took us to lunch that first day and continued to narrow down our needs. She listened to us carefully and intuitively and went to work for us with vigor and enthusiasm.” The clients’ satisfaction was also measured by Judith’s efforts to make sure they were aware of the differences abroad, “Judith and the mortgage broker she arranged for us walked us cautiously through the home buying process since we were new to the laws, procedures and processes for purchasing in New Zealand. We found a great house one afternoon and she had us in that house and making an offer within 48 hours.”

Posted by:  Kimberly Ecker

Too often, the real estate stories that illustrate the ‘beyond the call’ efforts of top practitioners don’t get told. We’d like to share some of these with you in this series highlighting the service that brings customers back again and again.

Sandi Salisbury with Allen Tate Company brought the phrase “make yourself at home” to a whole new level, and was recognized as the second runner up for the LeadingRE Customer Experience Transaction of the Year Award at the this year’s 2011 conference, when she opened her lot and her home to her clients’ parents, allowing them to park their RV on her property for several weeks while they searched for a vacation home. Without making previous arrangements, The Hartzlers (client’s parents and RV owners) went so far as to take Sandi’s dogs out, cook loaves of homemade bread and brownies in Sandi’s oven, and even request her internet password during their stay in Sandi’s backyard.

With patience and diligence, Sandi was able to put the Hartzlers in connection with Allen Tate Realtor Cindy Ransone who found them a home well suited for their family’s needs. During inspection negotiations, it was quite convenient for Sandi to knock on the door of the RV to get any initials or signatures needed. At first it was a little strange, but it became pretty normal after the first three days. When they finally departed Sandi’s yard, the Hartzlers left behind words of gratitude, several loaves of Margaret’s homemade bread and a basket of peaches from Georgia they picked up en route back to Charlotte. Both agents and clients came away with a funny story of how personal the real estate transaction can become.

Posted by:  Kimberly Ecker

Too often, the real estate stories that illustrate the ‘beyond the call’ efforts of top practitioners don’t get told. We’d like to share some of these with you in this series highlighting the service that brings customers back again and again.

Coming in as the first runner up at the 2011 Annual LeadingRE Conference for the Real Estate Transaction of the Year Award are the well-deserving real-estate agents out of Manhattan’s Halstead Property, LLC.

The agency gives true meaning to the eight million stories in the Naked City, as their associates – in four separate New York real estate transactions – managed to navigate a perfect storm of supremely convoluted circumstances and obstacles to ultimately close transactions that would have floundered if handled by anyone else.

Halstead’s agents took measures as drastic as hunting down a home-owner at a golf course whose property had been taken off the market, and, armed with a digital camera, requesting a one-time access for a one viewing, one customer deal. Another agent worked around the clock for a divorcee couple, standing in at court hearings for them and coordinating requested showings around visits by the children, making sure to clear each and every showing in advance. Halstead’s agents even went as far as to compile bilingual information for a board application. Collectively, Halstead’s team ensured all areas were covered to bring a necessary level of professionalism to each and every step of the process.

These multiple transactions were all protracted situations in which the agents had to be tenacious and follow-up focused over months if not years in order to bring these sales to successful conclusions. This kind of dedication is typical of the best in the business and doesn’t get nearly the attention it deserves.

Posted by:  Kimberly Ecker

Too often, the real estate stories that illustrate the ‘beyond the call’ efforts of top practitioners don’t get told. We’d like to share some of these with you in this series highlighting the service that brings customers back again and again.

Lending his philanthropic hand to help a client in need, Frank Flynn of Stark Company Realtors, was recently acknowledged at the 2011 Annual LeadingRE Conference where he received the Real Estate Transaction of the Year Award for his commendable client services.

This one-of-a-kind agent whose client, John, had already quit his job, liquidated his pension and refinanced his father’s home in order to provide round the clock care for his 92-year old dad, recognized an opportunity to help. When his father passed away, leaving the family home to him, John was unable to even pay the utilities.

In seeing his client’s selfless efforts, Frank decided to pay it forward and reached into his own pocket to help John cover utilities, remediate a mold issue, cover property insurance, and negotiate with mortgage lenders and other creditors to avoid foreclosure and postpone debt payment upon closing. Not only did Frank sell John’s home, but he continued to work with John, driving him around the city to find an apartment rental he could afford. The client was so grateful that he presented the agent with a plaque, “for caring, concern, and dedication to his client.”

Posted by:  Kimberly Ecker