Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for real estate professionals who have earned the prestigious Diamond Certified award. For Coldwell Banker agent Marc Guay, the key to achieving and maintaining high levels of customer satisfaction is simple: provide focused, detail-oriented service throughout every step of the real estate process. “I rely on referrals from past customers and positive word of mouth, so it’s very important that I provide high-quality service and make sure my clients are happy with their transactions,” he says. “They know I’m always available to provide my knowledge and address their concerns.”

Mr. Guay has been helping clients buy and sell all types of residential real estate properties in Berkeley and the surrounding areas since 1988. As a two-decade veteran of the real estate industry, he has the training and resources to handle every step of the real estate process for his clients, and he also extends his services to small commercial property sales.

Unlike less experienced real estate agents who don’t take the time to fully invest in their careers, Mr. Guay is committed to staying at the forefront of the industry so he can better serve his clients. “There are a lot of real estate agents out there, but only a small percentage are active enough in the local marketplace to understand how to effectively prepare and market houses,” he explains. “Some realtors treat their careers like a part-time job, but I’m constantly working on being a better agent, and my clients recognize and appreciate that.”

Another attribute that sets Mr. Guay apart from his competition is his ability to clearly communicate with his clients throughout every step of their real estate transactions. “I always follow up with my clients to make sure we’re moving in the right direction and our timeframes are on target,” he says. “Even if nothing new is happening, I touch base with them at least once a week.”

If you’re planning to buy or sell a home, preparation is essential. Buying or selling a home is one of the biggest decisions you can make, but according to Marc Guay, a Berkeley-based real estate agent who works in partnership with Coldwell Banker, many people lack a comprehensive knowledge of the steps involved. Regardless of whether you’re buying or selling, consider the following preparation tips.

Preparing to buy
“When you find a home you want to purchase, you’ll need to demonstrate your ability to buy to both the seller and their agent,” says Mr. Guay. “This means supplying them with documented proof rather than coaxing them into believing you can afford it. Once you do this, you and your agent will have more negotiating power when it comes to determining the price instead of your ability to buy.”

Mr. Guay says potential buyers should also be personally invested in the home-finding process. “In addition to viewing houses that your realtor wants you to look at, you should be keeping an eye on the market yourself. There are many tools available for you to do this, including real estate listing books and online resources that allow you to browse local listings. I also recommend going to brokers’ tours and open houses, as well as looking at the ‘ad review’ each week.”

Mr. Guay advises buyers to maintain good communication with the other members of their real estate team. “As a real estate client, you’re building a team to prepare to buy a home, which is why it’s so important to work closely with your agent and lender. By staying on the same page, you’ll be prepared to ‘strike’ with an offer when you find a house that’s right for you.”

Preparing to sell
According to Mr. Guay, when preparing to sell a home, one of the first things you should do is think beyond the sale. “I often ask sellers, ‘When this house sells, what’s your next move?’ Let’s say they answer, ‘I got a job transfer and I’m moving out-of-state in a couple of months.’ That’s good motivation to work from. On the other hand, if they have no idea where they’re going to end up after the sale, they’re not likely to be as aggressive when selling, which could mean it’s not the right time to sell.”

Once it’s determined that you’re ready to sell, the process of preparing your home for market begins. This involves several aspects, from implementing needed renovations and cosmetic upgrades to devising an effective advertising strategy. “If you rush to put your house on the market, you probably won’t get as good a price as you would if you invested some time and money into renovations and staging,” says Mr. Guay. “Once you fully understand the marketing process, it’s easy to see why these steps are important for the bottom line.”

Q: How do I know when it’s the right time to buy or sell a house?

A: Market conditions can tell you a lot about whether it’s a good time to buy or sell, but an even more pertinent concern is whether it’s the right time for you personally. For instance, if you sold your house in the next 30 days, where are you going next? The same question applies to buyers—if you bought a house in the next 30 days, would it cause a problem? Do you have a lease that you can’t get out of for several months? I’ll work closely with you and assess your personal situation to determine if it’s the right time for you to buy or sell.

Q: Can you provide information about certain neighborhoods?

A: Yes, I can guide you toward resources that will help you determine if a particular neighborhood is right for you.

Q: Can you help me determine the condition of my house before I put it on the market?

A: Yes, I can give you guidance regarding the condition of your house and tell you which measures need to be taken before you put it on the market. There are three levels when it comes to the condition of properties: ‘fixer-upper,’ which requires a lot of money and time; ‘cosmetic fixer-upper,’ which requires moderate cosmetic renovations; and ‘turnkey,’ which is basically move-in ready.

Q: If I’m planning to buy a home, should I be worried about the possibility of another economic recession?

A: Unfortunately, I can’t tell what’s going to happen to the market in the future. The biggest factor to consider is your motivation for buying. If you’re looking for a long-term residence for you and your family, you shouldn’t worry about the future market. Like any long-term investment, owning a home entails economic highs and lows, but as long as you hang in there, you’re likely to end up on top. However, if you’re looking for a short-term investment, you should be prepared to encounter a much higher level of risk.