Authored by: Tiffany Gilliam, Director of Operations
The empathetic, intentional effort to meaningfully guide, support and “come alongside” our clients and industry partners to help them achieve THEIR intended goal is the BK definition of SERVICE.
As the dust from the boom settled around us, our collective line of sight became more lucid, illuminating familiar paths, new landscapes and expanded horizons. For more than two years the goal of mass production at record speed was the center of most operations processes. The focus on production appeared to become singular, quietly causing an industry built to serve, to weaken its standards.
The Real Estate Service Industry declined in many ways to acknowledge the exhaustion and discontent of the consumer, being forced to accept mediocre or substandard customer service, limited product offerings and delayed delivery across multiple markets.
In January 2023 during our annual Leadership Retreat our Attorneys, Executives, and production Managers ideated and agreed on Ten Corporate Service Standards, we excitedly dubbed “The Ten.”
We identified those standards we believed would ELEVATE our brand, complement our vast technological innovations, and highlight our transcendent production standards. These standards of service shore-up the foundation of excellence already laid through years of experience, hard work, and dedication.
The key driver to changing any organizational culture from a culture of “DOING” to a culture of “BEING” is the decision and ultimate commitment to that change.
For BK this meant that we will continue to partner with our community, clients, and industrial peers in an authentic, decisive, and meaningful way.
EVERY team member, lender, client, agent, borrower, broker, buyer, seller, payoff lender, HOA company…… is valued and appreciated. Our level of service is never predicated on who the client is, the product type, or any perceived benefit.
It is our hope that these standards become second nature and we remain in a perpetual state of proactivity, accountability, and attentiveness.
In a post-pandemic world, attention to detail, empathy and authenticity will solidify valuable partnerships in ways that conducting “business as usual” will not. We commit to treating EVERY client, industry partner, affiliate, team member and vendor with the care, compassion, and consideration we would want for ourselves and those we care about the most.
Please feel free to contact our office to discuss how we may be of service to you and your team today!
