The most difficult aspect of creating a positive customer service experience is correctly setting expectations and communicating thoroughly. It can't be done without a system and a team, and we have both. Buying a home is not something someone does regularly. For some, it is the biggest purchase of their lives. The client should have a detailed consultation, know exactly what to expect, and trust that the professional they've chosen has their best interests in mind and will steer them back onto the right course if something goes wrong. When we get to the closing table and a buyers tells me "there were no surprises, it went just like you said," that's the biggest compliment I can get.