The Commercial Real Estate Transaction and The Client Experience.

The Commercial Real Estate Transaction and The Client Experience.

I talk to a whole bunch of tech people.

Most of the time they say ” we love brokers we want to work with them they are our customers.”

I also talk to a whole bunch of brokers.

Most of the time they say ” the tech thing is looking to marginalize or disrupt my value.”

What they are both really saying is…” How can we use or eliminate the other one so we can make MONEY?”

Here is what they are both missing.

A real chance.

A real chance at value for both sides.

A real chance TODAY…not some pie in the sky live streaming pitch deck bullshit chance.


A Better Transactional Experience.

On both fronts right now it sucks….and sucks hard. ( #cre does hard good #justsayin)

For Brokers:

The transaction will happen without you….yes it will.

It will happen online ….without you. Don’t think so? Click Here take some time and look around. Did you miss the important part?

Take a look at who is backing them………. yea no Shit!

Guess what. You are focused. Focused on churning and burning.

You bang the doors burn up the phones and have a CRM system that people would sell their kids to get their hands on.

More leads More sales More deals More money and more and more and more….!

You were trained and trained hard to do what……… PROSPECT and what do you train your people to do…….. PROSPECT!!

Look at your office roster.. …they are prospecting GODS…..or they would not still be there would they?

Are they the best “client friendly” brokers? If they could not bring in deals would they last?

Do you even think about a better way to service your client?

Is the model we now use just designed to create more leads and cut up the $$$$$ pie?

If you don’t pay attention to your clients…..who will?

No it can’t be. It won’t be ………..somebody other than brokers……..will it?

For the tech companies:

I know where some of if not all of your ideas come from.

The transaction or process that you went thru to get space.

IT SUCKED ……..and you thought…….. Holy Shit this can’t be the way this really is.

We can do this so much better.

There are so many other industries that are changing and this one is RIPE!

Today I watch Netflix …instead of …I use Uber instead of……. I buy from Amazon instead of……. I book on Priceline instead of….?

So why not transact on_______instead of………!


What to do?

What’s the answer?

What will create a better transactional experience?




If you are a broker keep reading.

If you are a tech company …………SMILE………yes you are way ahead………maybe.

If you are a broker who is still reading and does not understand you may be FUCKED.

Let me “decode” that for you.

Concierge is the start-up code word for customer service.

“Of course” you say .” I understand what that is.”

Not like the start-ups do.

They have people.

Real people.

Hi Emily!

They have teams with people.

They have scripts.

They test.

They diagram.

They have metrics you have never thought about.

It was one of the first things on their white board when they didn’t even know what they were going to do………really.

We have a chance TODAY.

We have a chance to really disrupt and create value buy focusing on………

The  Commercial Real Estate Transaction and The Client Experience





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Duke Long