The Expanded Role of the Real Estate Agent

By Susan Fleisher

When I began my career as a real estate broker 20 years ago, homebuyers’ expectations of a broker were quite different from today. The initial responsibility of the broker was to define the needs of the client and screen the market to identify the best matching properties as identified by particular specifications, location, and budget. The following phase included presenting listings to the client and organizing showings. The final step was facilitating negotiations to get the best deal to ultimately close a transaction.

Today, the new generation of buyers is extremely informed before ever contacting an agent. Of course, they have all the information they could need at their fingertips—they do their research on real estate sites and use analytical tools that help them to better understand the market, trends, prices, and more—and are much more cost-conscious than ever before.

Consumers today look to their real estate broker more as a consultant—a professional aid to assess, reassess, and/or validate their findings. They are looking for someone who can bring professional and personal experience.

Because everything and everyone is online, the broker must be tech-savvy—and fast—in order to keep up with the consumer. Brokers need to be resourceful and quick on their feet in order to prove their value to consumers. It is a welcomed opportunity for growth to constantly innovate and remain ahead of the curve.

And yet despite the shifting media landscape, my expertise firmly lies in lived experience—I am a lifelong resident of Fairfield County, Connecticut, and former owner of a luxury retail store with a breadth of knowledge of local life—that cannot be found on the Internet. And while my clients are well-versed, they value a professional who can help navigate the complexities and emotional process of purchasing a new home. Think of the new role of the broker as a full-service concierge.

In my current role, my work often extends beyond the point of sale. Consumers value my ability to take care of them long after close by making connections with the best contractors and subcontractors.

So as much as technology takes over the industry, a hands-on broker who truly cares for the client will always be invaluable. I have and always will approach each client with all the attention I would hope to receive as a buyer, for this is how you build reputation and relationships.

Real estate is more than just business. Buying a home is a financial investment, yes, but it’s also an investment in the future. If I can connect with new people and help them get one step closer to achieving a fulfilled and happy life, then I consider my job well done.