Earlier this year I attended the Australian Real Estate Conference where we heard from New York City restaurateur Will Guidara. Will owned ‘Eleven on Madison Park’ which was ranked number 1 restaurant in the world in 2017. He has then gone on to write the best-selling book ‘Unreasonable Hospitality’ which outlines his philosophy on how he grew and created such an incredible dining experience for his clients that led Will and his company to success.
One thing that stood out during his talk was the concept of ‘One Size Fits One’, pointing out that in service-based industries, a customer’s experience can be unique and memorable if we pay attention to the little details along the way. It doesn’t even require enormous cost or time but simply paying attention and being present. This approach is very true when it comes to the buying and selling experience in real estate.
In an era of technology and AI, it is becoming easier to automate a lot of actions during a selling process and this technology has its clear advantages. However, something that cannot be automated, is the human experience of it all and the fact that we all have different needs at different times. These are often highlighted during the most stressful events in our lives, selling your home is one of them.
I make the effort to ensure that this isn’t missed during the sale of my clients’ properties. Yes, we can automate activities and follow our processes and procedures, but there is always a ‘spark’ that is required to make sure we are hitting the mark to make sure our client’s experience is at its best. This can be simply in the way we communicate, manage inspections for the family, find the right marketing angle, or having the right priorities when it comes to negotiating the best result for everyone.
This ‘spark’ is the attention to detail that we strive for every time. I find Will’s philosophy really resonates when it comes to real estate, ‘one size fits one’ ensures the overall strategy is tailored to client’s needs and that, as an agent, we don’t get lost in the transaction. Bringing the human element to each experience for buyers and sellers is not something that AI or technology can do for us.