Customer Service or Customer Experience?

Last week I escorted my young niece to Montreal to support and encourage her on a big interview in Montreal.  I decided to make the trip worthwhile and take a day or two in Montreal to enjoy the pulse and energy in the most cosmopolitan city we have east of Ottawa;)

I think the whole reason I love travel, hotels, window shopping and dining out is to experience service.  Or to have an experience as a customer.....Having been work raised in high end, exceptional, service oriented retail businesses, I am always curious about who is doing what and who is the best.  So when I am away, I delve in and look for those service moments.

Truthfully, I have fallen in love with Montreal and it was the experience after experience over 48 hours with everyone we met.  I was wowed!

But really, I fell in love with Pierre Beauchamp at the Hotel Omni, Mont Royal.  Pierre has been their ambassador from the beginning when it opened as a Four Seasons to its present ownership as the Hotel Omni.  Thirty nine years of making guests fall in love with him, the experience and the hotel.  He had me at the front door with his first hello and his first giggle.  And I thought I had a laugh!

Pierre is the epitome of everything we all strive for in customer service.  He knows its the experience, the little things, the genuine love of what he does, the genuine pride of who he represents.  He knows he is the one who can make the guest feel like a million, like the only one.  He makes a difference.  He didn't just do it with us, he did it with James Brolin and Barbara Streisand, with Super Tramp, with Stevie Wonder.....Really?  He is even more special because it doesn't matter who you are, every guest is equally important. 

I came back to work today with a renewed sense of purpose.  A quest to always look for more ways to make the selling and buying experience better than the expectation.  To make it an experience, not a transaction.  I know we genuinely care and our clients truly get that sense, but I believe we can always do better, always strive for more.  Sometimes, you have to step away, get that personal experience, in order to remind yourself, of why you do what you do.  And to keep looking for new moments we can create for our clientele, who we care so much about.

Kudos to Montreal, kudos to Hotel Omni and super kudos to Pierre...it is because of you, that I will return!  You are a one of a kind, an exceptional gentleman, a superlative role model for everyone who works at the Omni...and may I say, your service is an art.  And there are not enough artists out there!  We all need to strive for this level of execution.   

I love you Pierre!

A Season of Happy Sellers

As predicted, the supply and demand situation in many parts of Ottawa (not everywhere), is creating a sellers market.  Great for the sellers and a wonderful way for us when we list homes, to strategize and achieve the top price possible for our clients.

We have had $30,000 over list, a townhome which last year would not sell over $270,000, get $40,000 more than 2017....can you imagine?  And the latest one, well let's just say, almost 6 figures over asking......almost like winning second prize in the lottery!  Needless to say, it is a situation which needs managing and strategizing.  Now more than ever, experience and a great realtor will help you net more than you thought possible!  

And then as a buyer, you have to be ready for this - and we have been uber successful with our buyers, because we have prepared them!  It is not a time to be traditional in one's approach and laissez faire, otherwise that home purchase will remain a dream and not a reality!

Either way, we know how important it is to align yourself with a realtor who can help you achieve your goals and dreams.  We humbly think that we can help, and would love to sit with you and discuss how.  I find the market exciting, because I love the dynamics and energy, but I know you may find it a bit intimidating.  We are used to that, and can walk you through it all, at your pace.  

And if you don't want to move, but want to take advantage of your home's value increasing - we have some thoughts on that too!  Call or text us anytime.  Michael and I are at your service.

 

Lorie Ann, You are a truly wonderful agent! Thank you for all that you have done for us. We appreciated your honesty, integrity, your time and knowledge. And Thank you for seeing our vision, I would have never though (4).png

A Plethora of Reviews this Month! Thank you!

Helping people is what we do!  Its what we love to do.  We don't need accolades, we just love knowing we did make a difference and we did get the job done and fulfil our clients goals!  Thank you to Rhonda and Phil, and Janique and Ben and Carly, for your 5 star reviews!  We appreciate your relationships, support and taking the time to send us a review to share!

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We LOVE happy clients...it's what makes us roll!


duo investment properties

We are delighted and impressed with the level of service provided by Lorie Ann Warren of ReMax Hallmark in managing the sale of our two residential properties (a triplex and a four-plex) in Ottawa.

With the marketing resources of ReMax, and the selling skills of Lorie Ann, we were able to list, market, and close the sale on both properties within two weeks of the date of listing.  And also, most impressively, we were able to sell one property at 100% of the listing price, and sell the second property at a negotiated price above the listing price.  In short, we were wowed by their selling skills and personal touch service.

We would highly recommend the services of Lorie Ann to anyone who is considering selling or purchasing a property.

BelleHolly Investments Ottawa

Our clients are so special! I know I keep saying it but it's true!

Happy Friday of the long weekend everyone!  Hope you go and enjoy the beautiful weather and do something fun with family and friends!  We live in a great city with so much beauty around us. Get out there and be a tourist in your own city!

I am heading home with a smile because I got this great photo from Danielle and Allen.  The sign company showed up to put the SOLD sign up and Scoobie was excited too!  I have to share, its a perfect photo (for many reasons).

Happy Civic Holiday Weekend!

From Lorie, Michael and Cynthia, and Scoobie of course... 

People truly put a smile on my face!

I am always so grateful for the people I meet in my career!  Its such a people business.  And there is no doubt we thrive and survive by the people we serve on a daily basis.  Our word is our bond, and our clients positive results mean everything to our team!

So when you open your email and hear how well the whole process went from beginning to end (not perfect, but close), and know that you now have a nickname of "The Beast" with one of the adult children, it brings a huge smile to my face!  That endearment is a compliment in my books! 

And if you need a "beast", someone who will work tirelessly for you - call us!

Our latest review:

"The Francis family has nothing but the very best to say about your professionalism, work ethic and dedication to your line of work.  It was indeed a whirlwind experience, all wrapped up from start to finish in just over 2 months!  We truly appreciated all your expert help and advice throughout the process, including all the folks you put us on to, such as Jesse and Bob. 

I told you before, if our neighbours had used you as their realtor, it would certainly not have taken them 3 years to sell their house, after a substantial reduction in asking price.

Our house sold in less than 3 weeks!!  Sadly, we have no more houses to give you to sell ... Lol

Thank you for making the process go so smoothly, it was indeed a pleasure working with you.  Laura sends her best regards.  And Philip says to tell you he's truly sorry he never got to meet "The Beast!"

Kathryn, Philip and Laura Francis"

 

 

Rockcliffe Park Open House this Sunday from 2 - 4 pm!

Cynthia will be hosting our first and I suspect our only open house at 25 Lakeview Avenue!  

We love the street, there are only 4 homes on it and many more majestic trees!  The floor plan is traditional and flows beautifully.  Location, location, location as realtors would say.  Well worth renovating to be on this quiet, dead end street only 6 minute walk from Ashbury College.

Come say hello to Cynthia and fall in love with the potential of 25 Lakeview Avenue!  If you have questions, Cynthia can be reached at 613-277-5606

 

We love making our clients happy! #sold does that!

Congratulations to our lovely client Syrinne on the sale of her home.  And thank you for the kind review of our team!  Nothing says a great job done better than a happy #seller and a #sold sign!


"Dear Lorie, I wanted to thank you and your team for the excellent customer service that you have provided through this home sale journey! You were always available when needed and quick to respond to any questions and in providing showing feedback. Your attention to details and superior customer-orientedness and flexibility have made this experience enjoyable and easy. Thank you so very much for your unconditional support in this adventure.
I 110% will recommend your team in the future to my family members, friends and coworkers. Cheers, Syrinne B."

Thanks for the Review Graham!

5 Star!

I have bought three houses and sold two with Lorie Ann over the last several years and have also recently acquired tenants for my rental property. Lorie Ann and her team were there to answer my questions every step of the way. She worked tirelessly to get me the best prices on my homes. For this and everything she and her team have done for me, I would not think of using anyone else for my real estate needs.

We are so happy for Josee and Andre!

Lorie,

Where should we start? The easy answer is simply, thank you for everything that you have done for us! What is everything? Well, we would like to take the time to say thank you for helping us find our house and home.

Now that we have moved, unpacked, took our summer vacations and fully settled in, we can now focus on the people that have been there for us. Lorie, you are one of the people that was there for us. We were getting our pre- approved mortgage with CIBC and our Financial Services Rep, Catharin Lachance, when she asked us if we had a Realtor? We told her we did not, and that’s when she referred us to you and your team. We were renting at the time and we had just been given 2 months to vacate the property.  We needed a house ASAP but we also wanted to purchase our home were we would be happy in, not just a house.

When we met you for the first time, we spoke about what we were looking for and our time frame. You were understanding, professional and we knew that we had found the perfect person and team to help us. We were amazed by your self motivation to find us the home we had describe to you in our original meeting. Your patience and your attention to detail were very much appreciated and recognized.

Also, please thank Corey for all he did. We were pleased to see that you surround yourself with a team that lives up to your personal standards and are just as engaged and caring as you are.

 Again, thanks to you and your team for a great job.

 André, Josée, Léo & Julien

 

Wincanton SOLD in 11 days!

It takes teamwork to get a home sold.  Staging before listing and the work that goes in to it, really helps to show a home at its best!  Our professional stager made her recommendations and then the work began.  The result?  A home that shines and shows its best assets.  Its putting your best foot forward!  And, it sells quicker and for a higher value.  Which also means less showings and inconvenience to our sellers.  

Sylvain and Caroline we are super happy for you!  And nothing makes us feel more satisfied than your smiles!  Best wishes.

Look at those smiles!

June is always a month of many clients taking possession of their new homes.  It is a blast when we can feel how significant that home purchase is.  Joanna and Awse are one great example. Referred to us by a colleague of theirs, they had been searching for a home for 2 years with a different realtor.  Frustrated, we met, set up a new plan and listened really well to their needs and what was holding them back.  

I shall never forget our 1st venture out to see a couple of homes...Joanna said "Lorie, we have accomplished more with you in one day, than the last 2 years!"  :)

Needless to say, today is their KEY day.  Their dream of owning their first home has come true.  For us, we feel their excitement and are tickled pink to have been able to be a small part of making it happen!  Today, we are reminded of why we do what we do, and why we love it so much.  Our clients.  Their dreams fulfilled.

Congratulations to Joanna and Awse.  Wishing you many years of happiness in your first home.

 

I cannot begin to express my gratitude towards the Lorie Ann Team. After 3 years of being with another realtor who didn't seem to get it...My coworker kept pushing me to contact Lorie Ann and finally, I called her.

From our first meeting she was straight with me and walked us through the entire process of buying a home.  We are first time home buyers and were clueless:)  After 3 days of viewings with her and Michael, they understood what we wanted and said we found you some homes we think you will love!

To our surprise not even a month after meeting her she picked out a home and it was "the one!"  We saw it twice and were they ever patient with us! They listened to our needs and fulfilled their promise of finding us our dream home.

Today we closed and every single part of the process was made simple by the Lorie Ann Team. I am forever grateful to this team and their dedicated service to their clients! Thank you thank you thank you! I recommend this team to anyone and everyone! You will not regret it!

Joanna

The Team is humbled by a testimonial from a very satisfied client...thanks for the kind words

When my wife and I began searching for our first home, we could not have imagined meeting realtors willing to be as invested in our lives as Lorie and Michael. By the time we met these two, we had been scanning potentials on our own for a while. Finally settling on a house we wanted to visit, when we went into our bank for pre-approval they insisted that we use Lorie and her team for our search. This is the first time I've ever been able to say that I appreciate a bank. 

Within a few days we visited the house and began working out an offer. We won! ... But unfortunately upon inspection we decided the house was not for us as it needed too much work. Devastated, my wife and I decided to take a break from our search. We wanted to move, but as this was the first house we had seen in our price range AND our style, we worried that it would be a while before another popped up. Ever patient, Michael and Lorie worked with our quirks and gave us some space ... but never gave up. During these two or three months away, Michael checked in several times and continued sending homes he thought would be of some interest. They weren't the realtors I expected. I thought they would only help us if we were buying right away - isn't that how they make money? 

Within a few months, we were ready to actively search again. Soon enough we found another house. Stunning. Everything we wanted and very close to our price point. After seeing a couple others we decided we would put in an initial offer. Though not accepted, in the ensuing back and forth Michael negotiated an incredible deal! Without giving away exact numbers, he dropped asking by eight percent! If you're buying a home, you know that this can amount to a nice sum of money. 

Anyway, at this point we signed the dotted line and began the inspection process. There were some problems. We would need the price lowered even more to be able to afford fixing them. My wife and I instantly worried this would mean we would lose the house. After the last house, this one seemed to follow suit. But Michael would not be bothered. And while I have no idea how he did this, within a few days he negotiated the final pay price to over eleven percent off asking. Again, decent sums of money here!
 

That being said, Lorie, Michael and the rest of the team go beyond merely negotiating. As I mentioned before I was surprised how non-pressured I felt through the entire process. Rather than seeing us as dollar signs, I truly felt as though they were interested in who we were as a couple. They spent the extra time getting to know my wife and I. It was easy to express ourselves and what we were worried about or what we wanted. Even though their work is done as we've bought the home, they continue to check in and see how moving prep is going. They're even providing moving boxes! I could drone on and on, but here's the important bit I want to say: While Lorie, Michael and the team are, in my mind, the best realtors in Ottawa, what's more important (at least to us) is that they are incredible people as well. Selling or buying, I will always use The Lorie Ann Warren Team!