If you ask Rachel Burkhardt what is the key to great customer service, the word that stands out for her is adaptability. “The escrow process is filled with lots of pressures, there are high expectations all around,” she explains. “The potential for problems is always lurking, so we have to be able to turn on a dime in order to take care of issues as soon as—and wherever—they may arise.”
Working with Different Personalities with Different Expectations
One thing the escrow industry has taught Rachel is that the need for great customer service is a constant. “We have multiple customers,” Rachel says. “For me, I serve the Escrow Officer, the agents for the buyers and sellers, and the buyers and sellers themselves.” Rachel likes the challenge of dealing with multiple personalities and people in different positions with different expectations. “That really keeps us on our toes,” she notes.
When a Team Has Built Up a Sense of Trust
Rachel cites the incredible teamwork that is prevalent in the Honor Escrow offices as a reason she enjoys showing up for work each day. “True teams have high levels of effective communication, adaptability, and when all the team members are supportive and you have built up a trust, it allows you to do our job without hesitation,” Rachel notes. “In effect, this allows us to do our work quicker with more accuracy and efficiency.”
Gaining Personal Knowledge and Insights
For Rachel, another job perk from working with the Honor Escrow team is the satisfaction of working with people who have such an in-depth knowledge about real estate and the escrow process. “My Escrow Officer has taught me not only the importance of the hard work that goes into a successful escrow, but also the importance of having a larger understanding of real estate as a whole,” Rachel says. “I love gaining all that personal knowledge and the insights that make me a better escrow professional.”
Focus on the Positive Side of Life
Rachel’s life philosophies are simple and are always from a positive perspective. “I strive to be kind, that’s a contagious spirit we need more of. Secondly, I truly believe in the power and rewards of hard work. And finally, if you find what you love in life and pursue that vigorously—and always focus on the joy in life—you will truly be a happy and successful person.
Other Pastimes and Hobbies
Rachel likes to decompress from the fast-paced work she does at Honor Escrow by reading. “I enjoyed reading Grit by Angela Duckworth recently, she says. “I also enjoyed 13 Things Mentally Strong People Don’t Do by Amy Morin.” Rachel also cherishes time spent with loved ones. “That’s where I find the joy in my life,” she says. Other favorite pastimes are spending time outdoors and traveling and exploring other places and different cultures.