Luxury broker and new Inman contributor Beckie Nielsen provides insights on how to make customer service more personal, meaningful and ultimately more effective.
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It’s no secret that real estate, especially luxury real estate, is a relationship business. The truth is, for every potential buyer, there are countless agents jumping in to help them.
What sets you apart is how you cultivate friendships outside of business, a process that can take years to bear fruit.
My journey with a specific group of clients started with a simple inquiry from out of state about six years ago. They are relocation buyers looking for guidance on how to navigate the booming San Diego real estate market from the other side of the country. Little did I know that this initial connection would turn into a lasting friendship.
new heights
Over the course of several months, including multiple phone conversations and cross-country flights, I showed them the complexities of the San Diego real estate landscape. The process isn’t just about finding a home for them; It’s about finding the perfect neighborhood, the right schools, and ultimately the ideal home for their family to thrive in their next chapter.
After five months of searching, we finally found the perfect house that they could call their own.
Over time, our professional relationship evolved into a true friendship. It’s obvious that they appreciate the care and dedication I bring to every customer interaction.
make waves
About a year ago, my friends contacted me again, this time with a new dream: owning an oceanfront home where their family could create lasting memories year-round. Patience is key as we wait for the perfect opportunity, never compromising their ultimate vision.
After constant searching and unwavering dedication, we found it—the quintessential oceanfront oasis they had always dreamed of in La Jolla.
This deal was one of the biggest deals of my career. This is the fourth-highest sales in San Diego County since February 2023 and the highest sales in La Jolla since May 2023.
Reflecting on this experience, I realized that my role in real estate was more than just transactions. It’s about making real connections, understanding individual needs and cultivating trust that goes far beyond the scope of the contract. The satisfaction of helping a client achieve their dreams is immeasurable, but the friendships made along the way are truly priceless.
I build relationships with my clients over the course of several years of contact. With this recent deal in mind, I’d like to share some key points that will help you in your dealings with your clients:
1. Regular inspection
Monthly or quarterly check-ins via text message, phone call, dinner or coffee meeting will pay dividends in the long run. In a time when everyone lives a busy life, customers appreciate the effort that goes into staying connected more than ever.
2. Personalization
Buying a home is one of the most important decisions a person makes. This is not only a financial commitment, but also a personal commitment. Get to know your customers as thoroughly as possible.
Understand their lifestyle and consider what is best for them and their family when looking for a property. Are they an avid car collector? A performer’s garage may be their first choice. Do they like entertainment? A large kitchen, dining room and outdoor entertaining space may be key.
Take the time to understand their motivations, then tailor your approach to the buying process.
3. Utilize the auxiliary services of brokerage companies
Utilizing a brokerage’s full suite of ancillary services, such as relocation, mortgage and escrow, creates a one-stop shop when your clients are seeking any services related to the buying and selling process. This feather of yours can be an important part of your real estate arsenal, allowing you to be ready for anything a client may need.
As I continued my real estate career, I realized it was more than just buying and selling homes; It’s about enriching lives, one meaningful connection at a time—and for that, I’m forever grateful.
Beckie Nielsen is a luxury broker with The Agency in San Diego.contact her Instagram.
