In the Hamptons luxury real estate market, you can easily see the public-facing aspects: the photography, the copy, the timing, and the polished presentations that make a property seem irresistible. However, the results — clean offers, calm negotiations, protected privacy, and successful deals — often rely on something much quieter. It’s the behind-the-scenes judgment that doesn’t fit neatly into a slide deck. This involves knowing when to push, when to pause, what not to say, and how to guide complex decisions through layers of emotion, ego, logistics, and risk.
That’s what we discuss in this roundtable: Unspoken Value. We asked a group of leading agents to respond to one key question: “What’s the most valuable thing you do for a client that never appears in a listing presentation — and how did you learn to do it?” What follows is a unique glimpse into the true work of luxury representation — covering the habits, instincts, and hard-earned lessons that protect clients, maintain leverage, and quietly influence the market.
John Frangeskos, The Corcoran Group
The most valuable service I provide is guiding clients through the obstacles we must overcome to achieve a successful closing. There are often corresponding emotions around these challenges that need careful managing as well. A real estate transaction is serious business for all parties involved. I learned very early that deals don’t fall apart over price, but over the myriad of details required to close. In one transaction, open building permits, certificate of occupancy issues, and an air conditioning problem surfaced late in the process and created a real hurdle to reaching the closing table. Rather than letting these concerns escalate, I took emotion out of it and focused on solutions, quickly bringing in the right expeditor, contractor, and AC specialist from my network. My clear communication and understanding of each party’s position were key to closing the deal.
Rod Cummings, Saunders & Associates
When I begin to propose working with a new client, I first like to outline what I know they want to hear off the bat in terms of my quantitative measures of success, such as my recent sales history across relative price points in a specific area, and all the data-driven points to back up my presentation as an agent and brokerage of choice. I quickly segue into more qualitative measures in working with me, what my unique value proposition is in client representation and client services, and what sets me apart from my competition.
I like to think of myself and what I offer as much more than a salesperson, but rather an “executive producer” of the “show” that will become the client’s listing on the live and competitive Hamptons market. Clients are routinely surprised and impressed by my commitment to take full control of preparing a property for the market. I explain and lay out that I take a real, holistic, and comprehensive approach in the preparation, presentation, marketing, and showmanship of each unique property and client. I commit to excellent services and outline my ability to “run the show” with my many on-call service providers across all areas, including attorneys, land use specialists, architects, landscapers, painters, tradespeople, and any ancillary services I need to call in to get the job done well and done immediately. I work at lightning speed with a demand for perfection. As a behind-the-scenes producer and as the public-facing “ambassador” of a property, I’m known to be exact, be able to react to changes immediately, and to swiftly attain the goals of each of my clients. It’s equally important to be able to understand each client’s practical and psychological wants and needs to be able to speak to them in a language they can appreciate, understand, and process based on who they are as people. That takes experience and finesse throughout the often stressful period of negotiating with them on items and on their behalf with a buyer’s team.
Deals can go sideways at any moment for any reason, and often based on an emotional reaction. It’s paramount to stay in control and at ease to be able to navigate any interpersonal turbulence and tensions. I always have my finger on the pulse of all the players involved in each transaction and manage the practical aspects and the personalities of all the people involved. At the end of the day, it’s a humanistic endeavor with a lot of emotions and money on the line. The expert knows how to steer the ship and its passengers through very rough waters, and the captain is always the last to leave the ship.
Dawn Watson, SERHANT
Something that most people don’t realize about real estate, until they’re actually in the thick of it, is that it can be an enormously emotional experience.
Particularly if you’re selling your primary home, there are almost certainly going to be some feelings! It’s normal. It is, after all, usually one of the biggest transactions (and milestones) in your life.
So for that couple of months duration between listing your property and closing day, I’m most likely going to be your new BFF. We could talk every day, if you need it, sometimes for hours. There are going to be times when you might need to cry, yell, or share your biggest fears with me. I will be there. And you could also depend on me to be at your side for all the smiles, laughs, and victories.
It’s an intense time. But when we work together to get it done right, the result will be well worth it. Bonus: We both come out of it with a lifelong friend. Cheers to that!
I had one client who was saying his final goodbyes to the home where he raised his children, but got interrupted by the eager buyers who showed up 15 minutes early for their final walkthrough. He got so mad that he stormed off, leaving all his last-minute personal items behind. I packed them up for him and waited at the house. He was nearly inconsolable, and the situation was fraught, but thankfully, he was eventually able to clear his head and return to the property one last time to get the closure he needed.
Cynthia Finke-Kolbenheyer, The Corcoran Group
The most valuable thing I offer clients is “active listening.” I provide calm guidance through a significant life event, and I am always prepared to foresee any issues that may arise during the transaction through my extensive knowledge of market conditions. As an owner of a retail shop in Southampton Village for over 30 years, and then as an owner of a concierge business, customer service was always first and foremost. Listening to my clients — and anticipating their needs and concerns — helped to make my businesses successful.
I’ve had several clients who were going through a divorce and had been mandated by the courts to sell their homes. During the listing presentation, I was sure to take the time to listen to both parties, anticipate their concerns, and offer clear solutions. These actions — along with demonstrating a sympathetic manner — helped to make the sale process less traumatic for them.
When a client hesitates to sign or asks for more time to sign, once a contract has been sent, it can be a clear indication that a deal is about to go sideways. If this occurs, I engage in an honest conversation with the clients to address the reasons that have caused them to take pause. Once I know the root of the issue, I work quickly to find solutions to thwart any concerns so that the clients feel confident moving forward.
