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A Primary Focus on Clientele Experience

Sotheby’s International Realty

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Posted: Thursday, March 15, 2018 10:00 am

With its principal office location in Claremont, Calif., Paul Steffen expanded services to Big Bear at first, but began noticing that there was a demand in Lake Arrowhead, as well. Steffen, who is the Broker/Owner of Sotheby’s International Realty, said that it took him a total of three years to find the perfect place for it.

That place, located in Blue Jay, is one that Steffen went the extra mile to get ‘just right.’ It is welcoming, clean and fresh, artistic – and different from experiences people on the mountain are used to. It provides clients with a taste of something new and different, while still giving them what they are looking for.

The ultimate goal? To ensure that clients have a fun and enjoyable experience while working with Sotheby’s.

“I couldn’t be happier,” Steffen explained. “I’ve always had the philosophy of doing things differently, which is why I wanted something new and unique.”

Steffen went on to explain that at Sotheby’s, no matter the location, the focus is clientele centric. The goal is to continually fulfill the client’s wishes as best as possible, and truly create a memorable experience. “It’s that simple,” Steffen commented, on the reason for the success of the company.

Steffen emphasized that he does not buy or sell real estate but that he is perpetually supporting his staff in whatever they may need when it comes to that aspect of the work.

“I take great joy in seeing my associates become successful,” he stated. “I am like the head producer of a stage production.” Steffen shared that being the producer means making sure all of the work gets done and that everyone involved has the parts they need in order to get there. “It is a way to ensure success.”

He asserted that what matters is always the end result. But, he also explained, to get to the end result, you must start off on the right foot. That means that, from the moment clients walk into the office, they must feel like they are being welcomed and as if they are entering a completely new experience.

“We are here to provide service.”

Steffen said that his services extend to the community, not just clients interested in purchasing a home. He is passionate about helping local non-profits and organizations. This can be as simple as providing them with a meeting space. The meeting room at Sotheby’s may be reserved, with amenities that include a display screen that can connect to a laptop, as well as ample, comfortable space.

The approach that Sotheby’s associates have when out in the work field is completely experience oriented. Steffen mentioned that, usually, a house is described to an interested buyer in square feet, bedrooms and baths. At Sotheby’s, that approach is not one they want to sell. Of course that information is important, but Steffen said that, first, is the overall experience the buyer will have in that home if it becomes theirs.

“It is all about what the home will offer to the buyers,” he noted. “How the light comes through the windows when you sit down and read the Sunday paper.” Buyers must be able to imagine the home and space they will be living in because it is an investment in their future.

To expand the overall experience for the buyer, Steffen shared that he invested in a program offered by Matterport – a program that offers 3D home tours. With this, clients can log on to see the house in its entirety, from hallways to where the kitchen, bathrooms and bedrooms are located. It allows them to experience walking through the home, without actually being there.

“This is what we do. We invest and raise the bar for the consumers’ experience.”

At Sotheby’s, enthusiasm is appreciated. Making customers proud is a top priority, and having a clean and neat office is vital.

“My goal is to raise the standard for clients here on the mountain,” he concluded.

Sotheby’s is located at 27201 Highway 189. For more information, call (909) 336-6940.

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