RISMedia's Real Estate Magazine

OCT 2018

Real Estate magazine is the industry's leading source for real estate news and information since 1980. Published monthly by RISMedia, Real Estate magazine offers timely and relevant real estate news to the industry's top brokers and agents.

Issue link: http://remag.rismedia.com/i/1032371

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Page 13 of 134

{Publisher's Desk} A Service-First Mentality Continues to Win D uring our CEO Exchange at the Har vard Club of New York last month, two words were repeated more than any others by brokers across ever y session: "disruptor" and "ser vice." The fact of the matter is, there's a strong link between the two. Based on executives from Redfin, eXp, Purplebricks and Zillow who participated in our "Disruption vs. Innovation: What's the Difference?" panel, their "disruptive" business models ema- nated out of a demand from consumers to be better served. Whether these firms are achieving that goal or not is a matter of opinion—an opinion, by the way, which lies firmly in the hands of the consumer. Dermot Buffini, CEO of Buffini and Company, put it best in my one-on-one interview with him during the CEO Exchange: "There's a real dilemma out there in service. When people refer someone, they are referring an experience. 'That person made me feel safe; they made me feel good.' At the end of the day, people are looking for that." It is fascinating, and also reassuring to me, that with the amazing advancements and technological strides the real estate business has made, that our biggest differentiator—our strongest competitive advantage—still remains the power of relationship. And that means relationship on every level, whether it's outbound toward consumers, or internally toward agents. HomeSmart couldn't be making that statement any louder—just take a look at our front cover. "Because we build and maintain our own technology, we have the ability to listen to our agents and tweak the system in a way that works better for them," says Founder Matt Widdows. Read more about the HomeSmart formula on page 36. No matter what your approach, one thing is certain when it comes to service: it must continue to evolve. If you're at the National Association of REALTORS® Conference & Expo in Boston next month, please join us for our annual Power Broker Forum on Friday, Nov. 2, at 1:30 p.m., where we'll discuss this very topic during the session, "Compete—and Win—in a Chang- ing Real Estate World." For details, please see page 5. Please also see our photo recap of the CEO Exchange begin- ning on page 26, and find full coverage of each session online at RISMedia.com. Hope to see you in Boston and, until then, wishing you continued success. John E. Featherston CEO & Publisher Relevant Content Auto-Posted and Branded for YOU! Generate More Business from Social Media! Your Name & Your Logo! Mobile View ace.rismedia.com Your Logo! Your

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