We have always been proponents of high touch.  High touch equals high trust.

Early in our commercial real estate career in Beverly Hills, California we developed a high touch system with our listing clients and our buyer clients. We were one of the first real estate firms to use computers throughout our entire organization. We bought ACT (considered the best at the time) as our customer relationship management software to help us manage our time and stay consistently in touch with our clients.  

ACT replaced our tickler file system. But, we knew it could not replace us.  We knew we still had to have face time and phone time with our clients.  When we took on a new listing, whether it was a sales listing or a leasing assignment in an office building or retail project, we sat down with our clients and discussed their preferred way to communicate, the best time to reach them, etc. 

We also produced a report each week for each listing.  We kept track of all the showings, the cooperating agents, and their client’s names.  We also discussed our follow up and the likelihood of getting a purchase offer or signing up prospective tenants. This included our suggestions for improvements in our weekly face-to-face meetings with our exclusive listing clients.

On the sales listings of commercial building, many of our sellers wanted to hear what happened at each showing, and we would call them after each showing. When an offer came, we moved at lightning speed to present and write the counter. We kept everyone in the loop, agents, attorneys, title, escrow, etc.  Everyone stayed informed throughout the whole process.

Today, as brand strategists for the luxury real estate industry, our clients are luxury real estate firms and agents.  We maintain the same high touch mindset. We always travel to our client’s marketplace, anywhere in the world, and spend at least a day with them.

In developing a brand strategy we produce a logo, a brand position statement, a brand identity statement, a marketing strategy, and a website. We use the online collaborative workspace of BASECAMP to coordinate the project. Everyone is actively involved with us on each project: our web developer, our SEO expert, our graphic designer, and our clients.

We talk to everyone at least once a week, and more often as we decide on the final version of various items.  High touch equals high trust.

Written by Ron & Alexandra Seigel-

ABOUT:  Napa Consultants, International is the leader in brand strategy for the luxury real estate industry.  They work exclusively with professionals who are passionate about gaining or sustaining market leadership. With an expertise in personal branding, company branding, luxury real estate website design and social media marketing they help their clients become the breakaway brand in their marketplace.