When it comes to real estate, it seems like everybody talks about customer service. But service isn't just talk. It's listening, understanding, and then taking action.

At Coldwell Banker, we recognize that you want more than just conversation. You want a commitment to action. That's why we've created Ultimate Service® - a tangible system with standards of performance that puts you in control. Ultimate Service® delivers real value to real estate sellers and assures you the highest possible level of customer satisfaction.

Delivering extraordinary service requires more than talk, more than just a promise. It takes listening, understanding, and guaranteed action - that's Ultimate Service®.

1. We Listen.
   It all begins with listening. Through effective ongoing communication and comprehensive research, we determine what is most important to you, our customer. Listening is an important first step in providing the most customer oriented service in the Canadian real estate industry. We are committed to deliver value by offering exceptional quality seller services through a customer service process that isn't just talk.
   
   
2. Together, we set service standards.
   Second, we take what our customers tell us and develop written standards of service, real estate procedures and practical training programs to assure that extraordinary service is more than just a promise.
   
   Then, together, we'll build on these service standards to develop a customized seller service plan that reflects your specific needs.
   
   
3. We guarantee service standards in writing.
   Next, we take these service standards and put them in writing. Coldwell Banker Ultimate Service® means we deliver consistent, predictable, reliable performance - guaranteed
   
   Through the Coldwell Banker Seller Services Guarantee® we pledge to deliver 22 distinct and tangible service elements to your utmost satisfaction. The Seller Services Guarantee® assures that we will do what we promise. We will live up to the commitments made in the guarantee or you can cancel your listing agreement.
   
   We keep our promises, or you don't keep us®. How's that for service on your terms!
   
   
4. You evaluate us.
   The next step in the Ultimate Service® process is our Customer Satisfaction Survey. While we will constantly solicit your feedback throughout the selling process, we will also ask you to tellus how we did in the form of a simple, yet detailed questionnaire. Complete satisfaction is our goal.
   
   The Coldwell Banker Customer Satisfaction Survey is the most critical analysis of service performance and satisfaction in the real estate industry. We ask every one of our sellers to tell us what's important to them and how we can improve our service. We've asked thousands of customers from coast to coast. Their needs, requirements, and expectations have become our standard of performance and our commitment to you. Ultimate Service® ...Guaranteed.
   
   
5. The Result: Ultimate Service®
   Finally, we take everything we've learned along the way from you and thousands of other customers and use it to continually improve the services we offer. Listening, understanding, learning and improving...that's our commitment - Ultimate Service ®
   
   Why do we go to such great lengths? The answer is simple. Over ninety years ago, Coldwell Banker was formed on the fundamental premise of placing our customer's needs above all else. And over the years, this commitment has led to many innovations which have been adopted as industry standards, helping to make Coldwell Banker a leader in our field.
   
   Which goes to prove one undeniable fact: When you treat your customers better than anyone else, they keep coming back. Maybe that's why so many of our customers would recommend us to a friend.
   
   Ultimate Service® is a complete, tangible service program, backed by the best guarantees in the business that puts you in control of your real estate transaction. Now it's time for you to discover for yourself what Ultimate Service® is all about...
   
   Your sales representative will discuss with you the following twenty-two point Caldwell Banker Seller Services Guarantee®. Using the guarantee as a starting point for discussion, you will then together develop a service plan that is customized to meet your specific needs. Once the service plan meets with your approval, we will sign the guarantee - our assurance that we will do what we promise.
   
   If at any time, in any way, our service is not to your satisfaction, please immediately contact the sales representative or the Broker/Manager and we'll work to make it right! When you're ready to give us your overall impressions of our service, please access and complete our Internet survey at http://www.coldwellbanker.ca, or call us on the Ultimate Service® Hotline: 1-800-516-6868.
   
   Coldwell Banker Ultimate Service® means performance, not just promises...action, not just talk!

1. Agency Alternatives
   We will review the alternatives for agency representation that are available to you and to potential buyers - Seller Agency, Buyer Agency, and Disclosed Dual Agency - and our representation of your interests in the different agency relationships.
   
   
2. Marketing Action Plan
   We will present to you for your approval a custom Marketing Action Plan - a formal written plan for marketing your property, based on your needs and input. This plan may include an open house, to be conducted when appropriate and as agreed to in advance with you.
   
   
3. Competitive Market Analysis
   We will provide you with a current Competitive Market Analysis, and will assist you in determining the most effective list price for your property.
   
   
4. Financing Alternatives
   We will show you various financing alternatives for buyers of your property, and discuss the likely impact of each alternative on your sale.
   
   
5. Estimated Proceeds
   We will furnish you with an estimate of proceeds you can expect from the sale of your property.
   
   
6. Home Enhancement
   We will develop a plan to enhance your property's ability to attract buyers, as described in the Coldwell Banker Home Enhancement Guide.
   
   
7. Coldwell Banker Action Team
   We will present your property to the Coldwell Banker sales team. I will share with you the team's review and recommendations to help you realize the best price obtainable for your property.
   
   
8. Promotion to Other Brokers
   We will promote your property to other reputable, professional brokers and sales associates in the area.
   
   
9. Multiple Listing Service
   We will prepare a plan for your property to appear in the local Multiple Listing Service. The information will be submitted by the date we have selected for the property's debut on the market to achieve maximum impact.
   
   
10. Property Information
    We will make information on your property available to local and out-of-town buyer prospects. Additional copies will be available for sales associates and prospective buyers at your property.
    
    
11. Direct Marketing
    We will prepare promotional materials regarding your property and arrange for their distribution to target market areas to attract potential buyers.
    
    
12. Coldwell Banker Sign
    We will place a Coldwell Banker FOR SALE sign on your property, to help generate calls to our office from prospective buyers.
    
    
13. Advertising
    We will review with you our comprehensive advertising program designed to generate buyer prospects for your property. We will explain how the Coldwell Banker World Wide Web site and our Canadian home page can access additional prospects through the Internet.
    
    
14. Seller Disclosure
    We will explain the benefits of providing a written disclosure regarding the condition of your property, and if applicable, will present your disclosure to the buyer prospects to assist them in preparing an offer.
    
    
15. Home Warranty
    We will provide you with information regarding a warranty on the operating systems of your house, to increase the marketability of your property and help reduce your liability to the buyer.
    
    
16. Marketing Activity Report
    We will provide you with regular Marketing Activity Reports to keep you informed of competitive market conditions, buyer activity, and the actions we have taken to market your property.
    
    
17. Homefinding Process
    We will review with you the Best Buyer® Guidebook to acquaint you with the homefinding process that buyers are most likely to follow, including financial qualifications, property selection, financing options, and closing procedures.
    
    
18. Qualifying Buyers
    We will seek financial qualifying information on all buyers submitting a purchase offer. Our goal will be to pre-qualify or pre-approve the buyer through a reputable lender.
    
    
19. Purchase Offers
    We will review all purchase offers as they are presented, and we will negotiate on your behalf to reach a purchase agreement with terms that are favourable and protective for you.
    
    
20. Closing the Sale
    We will monitor and inform you of the progress of the transaction, including the satisfaction of all contingencies and conditions during the entire transaction.
    
    
21. After-Sale Service
    We will contact you after the closing to follow up on any remaining details or service needs.
    
    
22. Service Satisfaction Survey
    We will provide you with a confidential opportunity to give an evaluation of our services.