Relocation Spotlight on Better Homes and Gardens Real Estate Gary Greene
Better Homes and Gardens
Real Estate Gary Greene is a company that believes in cultivating a culture with an all-in mindset. This is reflected in the way that the company operates, and in the delivery of services that it provides to its clients.
According to Kristen Brown, the company’s relocation director, being all-in goes hand-in-hand with the expectations that relocation clients have today, and their desire for an outstanding customer experience.
During a recent interview, she shared her thoughts on some of those expectations, and how her company is answering the call.
Following are excerpts from our interview:
MS: How is your company responding to the growing focus on client experience?
KB: I believe that it goes back to our company culture and the culture within our Relocation Department. The client experience allows us to foster an environment where we are able to meet all of our customers’ expectations from the very start to the very end. And behind that, we believe in an all-in mindset.
MS: What do you mean by an all-in mindset?
KB: That means doing 110 percent in everything that we do that touches relocation and in handling our desks. And when I say all-in, that really stems from the idea of not being complacent, because complacency kills and allows mediocracy to come in. We are always striving to go from good to great. So, we foster an all-in mentality within our department, which means implementing great client experiences.
Everyone in my department implements a level of care in overseeing their responsibilities, from the email communications that they have, to the placement of referrals, and to their dealings with relocation counselors and our agents. We fully believe in the acronym TEAM, which means Together Everyone Achieves More.
MS: What are the most valuable assets that you think your agents bring to your relocation clients?
KB: As market area specialists, our agents stay abreast of the current trends in their specific markets, and that allows them to bring forth knowledge in the areas of technology and in the areas associated with schools, taxes, and a variety of other things. Our agents really stay abreast of what’s going on locally.
They are also able to be chameleons and have an adaptable mindset so that they are able to convey whatever it is that their clients need. That comes from being professionals in their market areas, and strategically knowing their audience.
MS: Do you anticipate an uptick in relocation activity in Houston this summer?
KB: We are already seeing it. A relocation counselor recently said that we are the current victim of the summer rush. And we love being the victim of the summer rush. We are going to have a lot of activity when it comes to people purchasing in the Houston area. According to the Greater Houston Partnership, Houston is slated to receive more than 70,000 new jobs this year, and jobs obviously foster an environment for increased home purchases.
MS: What advice do you have for people who are planning a move to Houston, but are unfamiliar with areas and neighborhoods?
KB: We are a lifestyle brand, so we really preach fostering a lifestyle whenever making a home purchasing decision. I would advise any person who is coming in to let their agent know everything that they’re looking for and everything that they’re not, so that the agent is able to selectively provide them with information about areas and homes according to their preferences.
And, once that has been narrowed down, they really need to get to know the area. If time permits, they should go have coffee at a local shop, or drive the area in the morning or afternoon. This will help them see if that lifestyle will be a fit for them. Once that happens, they will typically be able to make a really good and effective decision.
MS: What is the best way for a relocation client to best work with their Realtor?
KB: I would say that anyone who is coming to Houston definitely needs to maintain an open relationship and communication level with their Realtor. They need to establish their communication preferences, and make sure that they are establishing a point check system for constantly following up with their agent.
Newcomers will also definitely need to be made aware of any changes in the market areas or specific neighborhoods, especially as a result of Hurricane Harvey. The Realtor really is the market area expert and can provide them with this information and help them make the best decisions when coming here to Houston.