BHHS seal

Our Mission

To be
legendary.

Our Vision

To forever serve our communities by creating lifetime relationships and legendary experiences throughout our customer’s financial and Real Estate journeys.

Our
Brand
Promises.

Our mission is to be the T.I.P.E of company that provides legendary service.

By choosing to be a member of our team, you’re agreeing to carry out our brand promises in all you do. This means being committed to putting relationships above transactions. In order to do that, we are asking each team member to commit whole-heartedly to our brand promises.

I Promise…

  1. To make COMMUNICATING with every customer a top priority at each opportunity, even when it might seem we have nothing new to tell them.
  2. To be their FOREVER REAL ESTATE ADVISOR even when they’re not actively buying or selling.
  3. To take FULL OWNERSHIP over the trust they’ve placed in us and act accordingly.
  4. To never leave any doubt that we are placing THEIR BEST INTEREST above all else.
  5. To TRULY LISTEN to what they’re telling us so they get personalized service.
  6. To walk through their journey alongside them, as their PARTNER.
  7. To exert a level of skill, knowledge, and expertise so at every interaction they feel like they’ve chosen a REAL ESTATE GENIUS.
  8. To never put them in a position to doubt we have the HIGHEST INTEGRITY in all that we do.
Promise #1 - Communication

To be legendary, we ask you to communicate at minimum at these milestones:

  • Pre-showing
  • Post showing
  • Contract- Receipt and Acceptance
  • Need for Price Reduction
  • Critical Dates- Prior to and after each date
  • Post-closing- at least quarterly for first year
  • Active Clients: Weekly for check-in
  • Bi- Annual voice to voice communication with your entire database
This is how you carry out this standard
  • Use one statement to affirm Standards at each communication point.
  • Stop and summarize any time a decision is made or information is shared. Finish the summary by using one tie down question.
  • Demonstrate that you get them by acknowledging (naming) the EMOTION they’re feeling at their current stage. May vary per person.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Did I hear that correctly?
  • Is that what is most important to you?
  • Did I prioritize that correctly?
  • Did I miss anything you’d like me to take care of for you?
Promise #2 - Forever Advisor

To be legendary, we ask you to contribute to your relationship at minimum at these milestones:

  • From the moment you meet them and beyond
  • At any time when you can invest in the relationship you’ve built
  • At minimum, we ask you to communicate with all your contacts bi-annually
This is how you carry out this standard
  • Advise them on the value of their current home or investment
  • Setup Property Watch for any active buyers
  • Use Ninja Flow or other relational drip campaign to stay connected
  • Annual Real Estate Review
  • Bi-Annual voice to voice check-in
  • Stop and summarize any time a decision is made or information is shared. Finish the summary by using 1 tie down question.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Did I hear that correctly?
  • Is that what is most important to you?
  • Did I prioritize that correctly?
  • Did I miss anything you’d like me to take care of for you?
Promise #3 - Full Ownership

To be legendary, we ask you to completely own the experience your customer has in these ways:

  • Make sure all communication is timely and delivered in the way the customer wants.
  • Do all things with the utmost integrity.
  • Do not make excuses. If it is a customers reality, it should be ours.
  • Do not take on more than you are capable of handling exceptionally well.
  • Make sure that you know and abide by all time frames, whether detailed in a contract or by the customer.
  • Be solution driven.
This is how you carry out this standard
  • If a problem is presented, research and present the customer with two potential resolutions.
  • If there is tension, confusion or lack of trust we ask you to have a direct conversation with the customer to address and resolve.
  • Give knowledgeable solutions and direction for how they’re feeling at their current stage. May vary per person.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Did I hear that correctly?
  • Is that what is most important to you?
  • Did I prioritize that correctly?
  • Did I miss anything you’d like me to take care of for you?
Promise #4 - Their Best Interest

To be legendary, we ask you to completely own the experience your customer has in these ways:

  • When we are advising or guiding decisions
  • When we are presenting options and potential outcomes
  • When we are providing resources for our customers to use
  • Throughout your relationship with the customer
  • Remembering the customer is the decision maker and you’re their trusted advisor
This is how you carry out this standard
  • Use one Temperature Check Standard after presentation of any options.
  • If presenting a solution or giving an option, give the facts and justification (the Why) to provide clarity.
  • If you mess up, forget to do something, learn new facts, or fail to deliver legendary service, own it. Call the client, acknowledge it, and do better.
  • Explain the process and next steps at each milestone. Reconfirm what your customer wants of you and then do it.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Do you feel this is the best option?
  • Are there other ideas you would like me to research and present?
  • Are there other options you would like me to explore?
  • Are you comfortable moving forward?

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Promise #5 - Truly Listen

To be legendary, we ask you to listen to your customer in order to deliver personalized service in these ways:

  • When you speak with your customer, ask questions to better understand them and their needs.
  • When you sense a change, whether via an actual conversation, a change in how they engage or alternate way, make sure to initiate a conversation. Listen to them and see if you can help.
This is how you carry out this standard
  • Listen to what they tell you. Ask questions for a deeper understanding.
  • Stop and summarize any time a decision is made or information is shared. Finish the summary by using 1 tie down question.
  • Use one Statement to affirm standards at each communication point.
  • Personalize your recommendations based on what the customer has told you their needs are.
  • Use the Seller Pre-listing Questionnaire or Buyers Needs Assessment sheets to provide consistent service and for notes.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Do you feel this is the best option?
  • Are there other ideas you would like me to research and present?
  • Are there other options you would like me to explore?
  • Are you comfortable moving forward?
Promise #6 - Partner

To be legendary, we ask you walk alongside your customers throughout their journey during these times:

  • At any possible milestone, whether stressful or celebratory, engage with your customer. Use this time to address the emotion they may be feeling.
  • Before, during and after they need you, be an impactful resource for your customers.
  • Throughout your relationship with your customer. This does not have to be Real Estate specific.
This is how you carry out this standard
  • Use a Buyer and Seller kit for each active client.
  • Use Ninja FLOW to stay connected with each customer.
  • Be present with your customer so you can predict their needs ahead of time.
  • Keep customers informed of happenings in their community- personal and real estate specific.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Do you feel this is the best option?
  • Are there other ideas you would like me to research and present?
  • Are there other options you would like me to explore?
  • Are you comfortable moving forward?
Promise #7 - Be A Real Estate Genius

To be legendary, we ask you to be a Real Estate Genius at these milestones:

  • Prior to agreeing to partner with them for their journey, we ask that you share your knowledge of the process and current market standards.
  • When a problem arises, we ask that you give thorough options with pros and cons of each scenario presented.
This is how you carry out this standard
  • At each milestone, inform the customer of what step comes next and what the 2 most likely outcomes will be.
  • Do not give advice, guidance or direction if you are uncertain.
  • Take pride in education- whether it be real estate, technology, or CORE service categories.
  • Rely on your team for alternate perspective. Use your market president and peers to collaborate on various options.
  • Share your knowledge with your customers so they can make informed decisions.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Do you feel this is the best option?
  • Are there other ideas you would like me to research and present?
  • Are there other options you would like me to explore?
  • Are you comfortable moving forward?
Promise #8 - Highest Integrity

To be legendary, we ask you to work in a way that your integrity is never questioned at each of these milestones:

  • When working with your customer, the partnering agent or the other customer.
  • When another party is relying on you for communication or guidance.
  • Always be mindful your personal and professional life are intertwined in the profession you have chosen.
This is how you carry out this standard
  • Do what you say, when you say and always be honest.
  • Don’t lie, hide from or stretch the truth.
  • If you cannot do what you’ve said you’re going to do, communicate promptly.
  • Put others interests and well-being above your own.
Statements to affirm standards
  • Making sure you have a legendary experience is my responsibility. How else can I help you?
  • I don’t have information to share but wanted you to know I am working on…
  • I want you to know I’m here for you. Is there any way I can serve you today?
Tie down standards after summary
  • Did I hear that correctly?
  • Is that what is most important to you?
  • Did I prioritize that correctly?
  • Did I miss anything you’d like me to take care of for you?

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© 2022 BHH Affiliates, LLC. An independently owned and operated franchisee of BHH Affiliates, LLC. Berkshire Hathaway HomeServices and the Berkshire Hathaway HomeServices symbol are registered service marks of Columbia Insurance Company, a Berkshire Hathaway affiliate. Equal Housing Opportunity.