How to Win in the Age of the Customer: The Client Concierge

How to Win in the Age of the Customer: The Client Concierge

How to Win in the Age of the Customer: The Client Concierge

By Mark Spain

When Mark Spain Real Estate was founded in 2016, one of the main goals was to provide an unparalleled level of service not seen anywhere else in the industry. Gone were the days of missed calls, questions going unanswered and clients left in the dark – MSRE would be different.

Three years later, and the mission has translated into an entire team of stellar communicators. From agents to directors, keeping an open line of communication and putting clients first is at the top of everyone’s mind – especially the Client Concierges.

Client Concierges are the constant point of contact for sellers. From the time a listing goes live all the way through the closing table and after, the Client Concierge is there for the seller.

“We call them for everything,” Client Concierge, Brittany Matarazzo says: “The purpose of our role is to keep clients happy and in the loop.”

From scheduling photography and inspections at times that work best for sellers to check-in calls and writing personalized, hand-written notes, the Client Concierges main goal is to provide unparalleled service. Once a home goes under contract, our Client Concierge team reaches out with a congratulatory call and a rundown of what to expect from contract to close. Concierges make themselves available via phone, text or email and always make answering the seller a priority.

“Nobody else has it!” Brittany exclaimed. “I’ve worked with other brokerages, and the level of service and communication that we provide to our clients is far and away the best in the business.”

No other brokerage has a dedicated team of individuals specifically devoted to communication with sellers. Not only does it set Mark Spain Real Estate apart, but it also builds the kind of relationship that keeps clients wanting to come back.

Concierge Alex Skelton feels empowered to be able to build relationships with sellers. “It’s important to have a role where we can be as involved as an agent,” she explained. “The level of communication Mark Spain Real Estate expects really fosters the relationship and helps us keep the client happy.”

Sellers are able to feel at ease, knowing if they ever have any questions or want an update on the process, multiple people are here ready to spring to action. Our sellers have a whole team of support backing them every step of the way.

“I just love being able to help out other people!” Alex exclaimed. “I’m very empathetic, and enjoy having the opportunity to really connect with the individuals we work with and be a part of their lives, even for a short time.” Brittany agrees, “Interacting with my sellers is the best part of my job,” she explained. “I love the people aspect of it.”

Whether you are a first-time homebuyer or a seasoned investor, rest assured that the level of personalized service received by Mark Spain Real Estate is unsurpassed by anyone else in the industry.

Written by Laura Sanderfer, Client Concierge


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