“Above and Beyond” sounds like such a great compliment, doesn’t it?  Then why do I cringe when I see that in one of my reviews?

What exactly is “above and beyond” for a real estate agent?  Real estate agents might be able to answer that, but the buying and selling public honestly has no idea where “normal” agent activities stop and “above and beyond” activities start.  A client may use a Realtor once every five years or so…that just isn’t enough exposure to know what is and what isn’t expected.  So, on its face, it is a meaningless superlative.  A compliment without any basis for comparison.

Why do clients use it so much in their reviews, then?  From personal experience (I’ve gotten one or two “above and beyond” reviews) I can tell you it tends to be used when the agent did an “adequate enough” job to warrant a client review, but where there wasn’t anything particularly memorable about the experience.  The deal got done, the closing happened and everybody moved on, but there was likely nothing about that transaction that could not have been accomplished with any other Realtor.  Yet, the client wants to say something nice, so they pull out the old “above and beyond.”

Clients writing “above and beyond” reviews typically are NOT the ones that will be the ones that will offer personal referrals to their friends, family, and acquaintances.  You just weren’t memorable enough.  And, agents that are not memorable may get a review, but they do NOT get personal referrals.  Same goes for reviews that list ordinary agent responsibilities (answering questions, lining up vendors, negotiating, etc) that appear in so many reviews.  That’s the job…there is nothing “above and beyond” about that.

So, what to make of this?  From a client standpoint in a review-driven society, really read the reviews….looking at the “stars” isn’t enough.   Look for instances of genuine emotion…look for evidence of where that agent made a lasting impression.  You can tell, trust me.  Next, look for things within the review that speaks to your situation…first-timer buyer, investor, relocation, ect.  Finally, look for themes…repeating phrases or sentiments…that are important to you.

If you’re an agent getting the “above and beyond” reviews, take a good hard look at how you are interacting with your clients.  Are you focused on the “transaction” (or worse, the commission) or are you focused on the client and helping them through one of the biggest decisions of their life?