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Little things mean a lot
You only need do a little more to be miles ahead.
by Louise Hull Every time I think about the importance of taking care of the little things, I get a mental image of June Kennedy. For those of you who know June, you know why. For those who don’t, let me explain. June Kennedy retired in 1995 after what she referred to in a letter to the local board as “twenty-seven happy and exciting years in real estate sales in Victoria.” In my mind, she represents the way this business was always supposed to be done. June understands that you never get a second chance to make a first impression. Does it really make a difference in a client’s perception of your professionalism if you are dressed in business attire or blue jeans? Absolutely! I never saw June when she wasn’t dressed “to the nines,” and, of course, her car was immaculate.
That’s only the beginning of why I consider June Kennedy a professional. If you worked a deal with June, you never had to worry about her end of the transaction. I remember the first contract I worked on with her. The inspection report stated that the dishwasher was not functioning as intended. June’s response was: “No need to worry—we’ll be replacing that.” And it was always done immediately. No hassles; no ifs, ands, or buts; no “let me see what the seller wants to do.” You just knew that she would have her seller do the right thing.
If June Kennedy was on either side of a transaction, you can bet that the contract would be completed correctly, with initials on each page and change, signatures where required, the proper addenda attached, and even an execution date. Her buyers would be qualified; her sellers would have their homes ready to show. Always.
I have been in awe of the reputation that June maintained throughout many years in our business. I never have asked her if some of the rumors I heard were true. It is said that, knowing how frustrating it could be to look for a home with children in tow, June often hired a babysitter in her own home for her clients’ children, so everyone—buyers, property owners, agents, and the children themselves—could have a more pleasant experience. I’m also told that June held an annual client party for the buyers and sellers she had represented each year. It gave her one more chance to say thank you.
Speaking of parties, I am reminded of a Kiwanis club Christmas party I attended at June and Jack Kennedy’s home. It was a lovely evening, but what I remember most from that party was the broccoli cheese dip. It was delicious. I told June that I would love to have the recipe sometime. Two days later, I received a typed recipe card in the mail, along with a note on June’s personal stationary saying that she appreciated my complimenting her dip! I can’t help but think that she applied the same attention to detail and follow-up with her clients. No wonder she earned such loyalty from them.
June knew that the details could make or break a transaction. Her clients were always educated about what to expect from contract to closing. She followed up with lenders, closers, and clients, making sure that everyone who touched the transaction took care of their part of the deal.
June is one of those people who truly understands that you only have to do a little more to be miles ahead of the competition. And through it all, she never failed to treat everyone with respect—even rookies like me in 1979.
Thanks, June, for your great example!
Louise Hull, ABR, CRB, CRS, GRI, is broker-owner of Cornerstone Properties in Victoria. She is a TREC commissioner and served as TAR chairman of the board in 2000. You can e-mail her at louise@louisehull.com.
Illustration © Getty Images.
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