An Exceptional Realtor

Providing exceptional customer service is a goal of many businesses, but the achievement of that distinction is realized by relatively few. As consumers, we are often vocal about poor customer service but fail to recognize service that does go above and beyond the expected. I am as guilty as anyone for that failure, but in this instance, I am compelled to compliment one Bristolian that far exceeded all my expectations.

My mother-in-law was a respected educator in Bristol for many years before her retirement. Unfortunately, as befalls many seniors, she now suffers from dementia resulting from advanced Alzheimer's disease and resides in a wonderful home in Richmond, Virginia that specializes in the care of those challenged by this terrible illness. My wife and her sister, who resides in Richmond, have been caring for their mother since the passing of their father in 2008. Because their mother’s care is very expensive, it eventually became necessary to sell their mother's home in Bristol to help cope with the expense.

I am recently retired as the Chief Financial Officer of a furniture manufacturer in Martinsville, Virginia. Over my employment life, I was fortunate to make many fine business contacts. One, a close friend in the banking industry, was the person I called to find a Bristol realtor. Through his contacts, he referred me to Teresa Burkholder. I must admit that the first time I met Teresa I was skeptical. You see, Teresa is - how can I say it delicately - well seasoned. Could she provide what my wife and her sister needed since we would be absentee sellers? Would she have the stamina to navigate the harsh real estate environment at a time when the daughters needed the sale to care for their ailing mother?

Over the next several months Teresa proved again and again that experience always trumps youth. What a treasure you have in Bristol! Teresa worked tirelessly for us - going well beyond expectations time after time. Her obvious expertise in Bristol real estate became clear early on. She was forthright and honest with us, never pandering to clients who might want more from a sale than was reasonable, but establishing a fair and reasonable price for the property. Our families worked hard to put the property in excellent shape for the sale. With the skilled help of Bristol's gifted workmen, we provided repairs that my father-in-law had become unable to perform during a prolonged illness prior to his death.

Throughout this preparatory process, Teresa became an extension of our family. She found and admitted experienced workmen for us and oversaw their workmanship and progress. She was there after hours to make sure the house was secure after workmen had left. She assisted us in locating reputable and reliable professionals to organize and conduct the sale of furniture and other contents of the home. She became our go-to person when any problem arose.

When at last the home was ready for market, Teresa hosted an artfully staged open house that was attended by a wonderful young couple (represented by another realtor) that fell in love with the property. My mother and father-in-law loved having young people around. Their home was always open to college student friends of their grandson when he attended King College. Often, large groups of students convened in their home to talk, watch an occasional movie and have popcorn served on silver platters!

Shortly after the open house, an offer was made by the young couple, a contract entered into, and the closing scheduled. As fate would have it, however, a last-minute legal challenge arose concerning the daughters’ ability to sell the home on their mother's behalf, and attorneys were quickly engaged to assist. Time constraints were stretched nearly to the breaking point, and patience was challenged, but through it all Teresa was the "mother hen", providing help and encouragement to the daughters and hope to the young would-be buyers. Thankfully, we successfully completed the sale this week, closing one chapter in the vibrant history of a dearly loved home and opening another yet to be written.

I am certain this outcome would not have materialized without Teresa Burkholder. Her dogged determination and keen attention to detail were exceptional. Considering her hours worked and the fact that she "split" the standard commission with the other realtor, she must have cleared about $5 an hour for her incomparable effort. Nevertheless, as we left a celebratory dinner following the closing, she seemed genuinely happy and gratified. For those special few like Teresa Burkholder that provide exceptional customer service, perhaps the personal satisfaction of a job well done is, in fact, the real reward. Thank you, Teresa, and thank you Bristol. You can take pride in this exceptional daughter.

Larry Ryder

Martinsville, Virginia