A story I tell often is about a stager that worked with me for about a year before she moved...drat...She was good about being on time, good about how to handle the clients if and when I wasn't around. She listened to me when I gave her the rundown on their situation and was always sensitive to what I briefed her of their challenges, etc. ie, divorce, sick kids, or just strapped for money. BUT the one thing that really solidified our relationship and made her an invaluable part of my team was the Sunday when she was driving home from church and just "stopped by" to check on a staging we had done a couple days before, because she knew I was having an open house that Sunday in about an hour and wanted to be sure it was just right.
That's not the end of the story. She went into the house and a favorite art piece of mine had fallen onto the newly finished hardwood floors and shattered the glass all over the floors and furniture. Oh my gosh, it was a hot summer Sunday and I had been already showing property in the morning, had run home with just minutes to spare to get my open house tools and get on over to the property. I got a call from Corina on my voice mail.
"Hey T, I just went by the Mountaire house and have run home to get my vacuum, because the artwork broke all over and I didn't want you to come and have anyone in bare feet getting hurt. Don't worry, by the time you get there it'll be back in staged condition."
My heart sank, but lifted as she had solved my problem before I had to even worry about how I would find the time to go back and get the vacuum and/or how to handle the people waiting to get into the open house when I got there, much less keep their barefooted children from getting cut. WHEW! Corina saved my day - again. This is the type of things she just did. Yes I referred her all the time, why? I KNEW my clients would be taken care of. You bet. That is when I realized that a relationship with a stager was not just about the "stuff". It is the extra service I try to give to my client that she noticed and she gave to me. She made it her business to make my job easier so that she would be invaluable to me. And she was. Thanks Corina for teaching me the difference between a stager and a member of my team. I still miss you damn it.
Terrylynn - Thanks for helping us to realize the level of the bar. I truly hope the Realtors and agents I work with can say the same about the way I work - if they can't I have some 'splainin to do, not only to them, but to the CEO of the company I work for :o)
Jackie
Terrylynn, that is a great story and advice we can all use to improve our business and customer service. It's all about that extra mile, isn't it?
Jackie, thanks for the comment...yeah that CEO can be rough.
Alisa, The extra mile, oh that again...yeah, it sure saved me that day, hopefully the piece had the virtual sigh in it that I felt when I got the message and it was already solved. She really made my day that day, and others before and after, but that was memorable. And she just considered it part of what she does. LOVE that kind of service and strive to give it to my clients consistently too. But then I did as she made me look good to the client by saving the day. WOW...
Krista - you've got it...doing a job or loving a job, sooo different. I think when we first focus on the money we sometimes miss the point. Our passion, our love of what we do and our pride doing it make the work our joy and then we make money by attracting those people to us who feel as we do. What a concept. I love my job and I love staging, but have come to realize that I need stagers for just the reasons and many more that I told in the story. Thanks for reading it.
Abby, yup. Teamwork when it works is just a well oiled machine and the client feels sooo taken care of. That's my goal as a realtor to work with people who will treat my clients like I do, as those referrals reflect on me as well as compliment me and I in turn compliment their work too. A win-win.
Hi Terrylynn-
Thanks for this post-very inspiring for us stagers.
Kathy
Terrylynn,
Thanks for sharing this story. These are the kinds of business relationships that make every day a great day. I always strive to exceed my clients expectations. I can say it all I want but actions speak louder than words. It makes me feel good to go the extra mile and make sure people are taken care of. When I am staging just to make money and forget about the synergy of working to benefit others as well as myself, then it's time to stop. I want to be missed like that if I move away!
Nik, Synergy Staging
Where did you come from Terrylynn???? It seems as if recently everything you have written, I find myself nodding my head with every word you write. Thank you for finding a way to say things that need to be said and for saying them in a way that is eloquent and enlightening!
Great post!
I want to pay back --- and thank a new realtor that took over one of my staged listings. Since I live 1 and half hours away and she was having a Realtors tour and bus tour as well on Friday and Saturday. I do not have a key --- and I knew the blow up beds would be slightly flat and the condo could use a bit of a clean--- She said she would do and did!! She blew up the beds, replaced the bedding as I had it and gave the mirrors a clean and the rest of the condo a shine. Thank your so much Christina Simpson!! She is also doing an amazing job on marketing this property ---she says it should sell within the month.---a gift for the owner/renovator.
And I got great kudos for the presentation for all who went through!
Wow. how's that for cooperation.
Marilynn Currie from the west coast of
b.
c.
Nik - With an attitude like that, I am sure you'll be missed if you move away, you sound like someone who goes the extra mile and loves what they do. The perfect combination.
Cari - thanks...come from? I've been here all the time. I guess the lightbulb just went on and I realized I do have the experiences and thoughts that just need a place to be heard. And, I'd prefer to be part of the solution instead of complain about the outcome. Thanks for your kind words.
Dane - And I was actually part of her team...I am the Realtor you'll find washing windows or toothpaste off the mirror if they didn't have time to get them done before open house. I know it's not my job, but it needs to be done. I never wanted to be the person who started to believe their advertising and got too good to do...That's why I was staging before there were people who called themselves stagers, because there was no one else to do it. So, I did what needed to be done. Much more fun now though doing it with a team. Oh gosh, that made me sound old. Been in real estate since 1977...but I started VERY young.
Great post! A reminder to all of us to do our absolute best and stay on top of things!
Julia
Kristina Mosloski hit te nail on the head. The difference between doing your job and loving your job! Thanks Terrylynn for a good reminder.
Kim Dillon, Creative Eye Home Staging
Corina is exactly what all of us Stagers should be about and hopefully are about - EXCELLENT customer service along EXCELLENT Staging for Results!
Sorry to hear she is no longer in your area...hopefully you can find another like her. I know of a few great ones in your area if you haven't already connected. Just hollar and I'll be happy to pass along their names.
Nancy - I did her name is Brenda and I love her too. I just have a knack for attracting terrific people.
Kim, right - loving your job wins hands down.
Gayle - yes, we all need a partner that compliments us, kind of like a marriage and when it's good it's very very good.
Beth - would love the names and emails...mine is terryshomes@astound.net
Penny - Isn't that the truth, nice people are usually really nice to everyone, that's why my clients loved her too, she just never got stressed and was a very calming influence and balanced me out in that way too. She became a true partner and a good friend.
Hi Terrylynn,
I can see why you miss Corina, she was certainly one of a kind.
Someone before me said it best, she showed the difference between "doing a job and loving the job" being on a team is what it is all about!
Karen, yup...I love my job.
Betty, yes she moved to Placerville area and was staging there and then got her real estate license. Now like me she knows both sides of the coin, staging and real estate. She's doing well and I miss her.
Great Post and it speaks volumes on what a good stager should do and the importance of truly being part of a team. When a realtor and stager work together to truly serve the client, everyone is a winner.
Phyllis Pafumi
Phyllis - Yup...everyone is the winner, that's what it's all about in any business if you want to succeed. It's never just about the money for me and sounds like alot of others. That's why we're still here and working.