Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for real estate agencies that have earned the prestigious Diamond Certified award. For MikkiMoves Real Estate, Inc., the best way to achieve and maintain customer satisfaction is to provide every client with high-end services, regardless of their budget. “It doesn’t matter if a client is working with $50,000 or $10 million–the level of service we provide is exactly the same,” affirms owner Michelle Cardoza. “We work from the heart, not the budget, and we do what we need to do to achieve our clients’ goals and make sure they’re satisfied.”

MikkiMoves Real Estate has been helping clients buy and sell all types of residential properties in Sonoma, Napa, Humboldt, and Trinity Counties since 2012. The company also utilizes its SRES certification to help senior citizens navigate the process of selling their family homes, and it offers short- and long-term real estate planning services for its clients’ convenience.

Unlike real estate agencies that take a “hands off” approach to helping their agents with certain aspects of the real estate process, MikkiMoves Real Estate takes a team approach to every transaction to ensure a positive experience for both its agents and their clients. “We want our agents to focus on what they do best, which is helping people buy and sell properties,” says Ms. Cardoza. “No matter which agents our clients work with, they all get the same expert help in marketing, paperwork preparation and filing, appointment setting, and other transaction details.”

Ultimately, Ms. Cardoza sees this collaborative approach as MikkiMoves Real Estate’s most important attribute. “Whether we’re sharing information or discussing ways to solve problematic transactions, we’re always helping each other,” she says. “The level of collaboration we have between our agents allows us to come up with the best strategies for successfully dealing with our clients’ challenges.”

If you’re planning to purchase a new home, make sure you protect yourself with additional buyer-broker agreements. If you’re looking to buy or sell a home, you may be interested to learn there are optional protections you can choose to better protect yourself and your interests. Buying a home comes with mounds of paperwork (inspections, reports, insurance and mortgage documents, contracts, offers), so it may seem superfluous to add more documentation. However, your rights and those of your real estate agent may not be adequately protected by the documents that are legally required, so adding paperwork that specifically protects you and your transaction can give you added peace of mind and security.

One such item of additional documentation is the buyer-broker agreement. This isn’t a required form, but many real estate professionals recommend it. “I definitely recommend that buyers and real estate agents use this tool,” affirms Michelle Cardoza, owner of MikkiMoves Real Estate, Inc. in Santa Rosa. “It’s not required by law, but it certainly sets both parties’ expectations. It delineates exactly who the clients and agents are, explains the responsibilities of all parties, and limits liabilities on both sides.”

Another document you can ask for is a service guarantee, which identifies all the steps your agent will take to sell or find a home for you. In many cases, it outlines grievance procedures and helps clients find their voices if they’re unhappy with or uncertain about the service they’re receiving.

Not all real estate agents offer their clients market analyses, but most do. Ms. Cardoza recommends finding an agent or neutral third party that will provide you with that service. “A market analysis will help the seller and agent know how much they can expect to get for a property, and it can help buyers know what a fair offer looks like,” she says. “It’s good information to have because it helps all parties make wise decisions.”

Having a buyer or seller net sheet is also a good move. “These aren’t required by law, but you should definitely have one,” confirms Ms. Cardoza. “These forms show each party the expenses they will have if they follow through with the transaction so there aren’t any surprises at the end.” These can include closing costs, percentages owed to agents on both sides, and other fees and financial obligations.

Q: How well do you know the areas and properties that are available?

A: Very well. We go to networking meetings every week and look at the current inventory as often as possible. We spend a lot of time watching the market and learning about the areas in which we’re buying and selling properties. We also present many workshops in which we teach clients and general consumers about the real estate industry.

Q: What does the process of buying or selling a property look like?

A: Every transaction begins with a consultation, during which we’ll explain the big picture of the process, give you handouts and information, and show you that we’re here to help you every step of the way. We won’t just present you with a contract and have you sign it—we’ll provide you with the information you need to make a decision that’s right for you.

Q: Will you use nontraditional methods to help me find a new home?

A: Yes. Reaching outside of the box and going a step further are parts of our business. If you work with us as a buyer, we’ll do whatever it takes to help you find the right home, from knocking on doors to talking with individuals who may be interested in selling homes that aren’t on the market yet. Also, we have a section of our website called ReHarmony that lists the hopes of buyers who have specific needs. Potential sellers can look there and alert us about homes that are currently or will soon be for sale.

Q: Will you work with the buyer and seller on the same transaction?

A: Yes, that’s called dual agency, and it happens a lot. If we list a property with a seller, we can talk to them about the potential of bringing in a current client as the buyer. If everyone is comfortable with it, both sides sign documents stating they understand the process. We’re still mandated to keep some information confidential, and we have to disclose any property flaws or problems.

Q: Do you show properties on weekends or after hours?

A: We show properties based on our clients’ schedules, so if you need to do it early on a Saturday or after work on a weekday, that’s what we’ll do. We’re here to serve our clients.

Q: How do I know if an agent is the right fit for me?

A: Our clients always come first, so we’ll take the time to get to know you and match you with an agent who has similar tastes and interests. Also, we understand that sometimes certain people don’t work well together, so we’re flexible. For us, the process isn’t a competition; it’s about providing our clients with the best possible service.