What Makes a Great Realtor? A Real Conversation About Trust and Service

What actually makes a great realtor?

In this episode of Real Estate Connections, host Mary Foerster sits down with Mary McCauley, a luxury real estate advisor and founder of McCauley Fine Homes, to walk through what clients should expect when working with a real estate professional.

Licensed in Massachusetts and New Hampshire with over 10 years of experience, Mary McCauley is known for her client-first, community-focused approach. She is actively involved in the Westford Business Association, Westford Community Access Television, and the Blessing Baskets initiative supporting veterans.

From the first phone call to closing, Mary shares how she guides buyers and sellers through one of the biggest financial decisions of their lives with clarity, communication, and care.

This conversation goes beyond the transaction. It highlights the importance of trust, responsiveness, and understanding each client’s unique situation.

In This Episode You’ll Learn

• What happens when you first contact a realtor to buy or sell a home
• How realtors pre-qualify clients and why it matters
• Why communication and setting expectations reduce stress
• How buyers refine what they want during the search process
• What goes into preparing a home for sale
• Why not every client and realtor are the right fit
• How referrals help connect clients with trusted professionals
• Why understanding personality styles improves communication

Guest: Mary McCauley

Mary McCauley is a luxury real estate advisor and founder of McCauley Fine Homes, serving clients across Massachusetts and New Hampshire. With more than a decade of experience, she is known for her thoughtful, relationship-driven approach and commitment to delivering a seamless client experience.

She is deeply involved in her local community and is passionate about giving back, including her work supporting veterans through the Blessing Baskets initiative.

Website
http://marymccauley.kw.com

Facebook
https://www.facebook.com/mccauley.mary

Instagram
@westfordrealestate

This episode is intended for informational purposes only and does not constitute financial or investment advice.

Transcript

SPEAKER_00 0:00

Good afternoon. I am thrilled that you get to meet Mary McAuley today. Mary McCauley is a realtor north of Boston, a woman I met during COVID in our office, and I got to know her through COVID. We had a daily call with our team lead because we had to figure out how to help our clients during this time. And we found ourselves discussing really important things about relationships and supporting people, whether it's delivering toilet paper, because if y'all don't know if you remember, we ran out of that so during COVID. So, but Mary and another Mary came forward to me and said, Would you like to do a podcast together? And I didn't know what a podcast was. So the three Marys started a podcast called Married to Real Estate. And we had a really, really good time. We did about 50 episodes when kind of our energy went away. So I got to know Mary McCauley really, really well and got to respect her as a realtor and just basically her integrity going forward and her honesty and her willingness and ability to talk about the changes that happen inside as you're working with people. So I hope you enjoy uh hearing Mary McCauley and her experiences, being a realtor, how she cares for her clients, and the qualities that we look for in realtors. Thanks everybody. Welcome to Real Estate Connections Podcast, where relationships open doors. I'm Mary Forrester, and housing is a universal need. We are often thinking about our existing housing, our future housing, that possibly of family members. This is where you're going to hear the issues and the people who are working the issues every day. Please hit subscribe and like if you find this podcast helpful to you. Thank you. Well, welcome to Real Estate Connections Podcast. Today is a first. Today we're having our very first realtor talk about how they do business by referral and particularly talk about how their clients can be expected to be treated by a professional realtor. And so I've invited my pal, Mary Macaulay, to talk to us because one, I have referred her business, and two, she refers business all the time through her network. And I have uh worked with her so well, maybe since COVID, right? Since COVID. Right. So Mary and I met during COVID. We were at the same brokerage, and uh and then we became podcast partners, which I'll talk about a little bit in the introduction. So meet Mary Macaulay, one of my favorite realtors, one of my favorite people who reach out into their community to be significant in the community, more than just real estate, but to be meaningful and to have a meaningful role with people. So welcome, Mary. I'm so glad to see you. Thank you, Mary. Thanks for having me. We have the same first name, don't we? You do. There's a reason for that. Yes. So I asked Mary to talk about today what happens when she gets a phone call from somebody who says, I want to buy a house or I want to sell my house. And so, Mary, if you would walk us through, take one, buyer or seller, however you prefer. Take one and walk us through what happens and how you make this experience the best possible experience, not only for your client, but also for you, because you're carrying a lot of the weight as well. So, okay, dingling ling. Mary. Oh, I love this role playing, Mary.

SPEAKER_01 3:43

Hello. Hello. Um, no, so my first question usually is um, you know, tell me about your situation because everybody's situation is different. And um, you know, I like to start there because it gets people talking and you want your client to talk to you, you want them to feel comfortable, you want them to give you all the information rather than sort of asking yes or no questions, you know, how many bedrooms, you know, that that comes later if they're buyers, say. Um I like that because, you know, we do get into that in our initial conversation, but then we always have to meet, you know. So I've I kind of pre-qualify them on either side of the transaction, whether they're listing or um they're buying. And then depending on their experience, um, you know, you spend more time with, say, a first-time home buyer because they don't know anything about the process. And they're looking to you to be the trusted advisor and um the one that's going to guide them through this uh minefield, basically, of the biggest financial transaction of most people's lives. When you say pre-qualify, what does that mean? Um, when I say that, it's just getting to know them, you know, who are the decision makers, who's buying the house, um, you know, what are they looking for? What's you know, their five most important things. And that's good with buyers to then come back later. So, say you've shown them five houses and they had said a fireplace was their number one feature they had to have, and all the houses they liked didn't have a fireplace, so they really didn't care. You know, so it's good to have something to go back to, uh, just sort of a baseline um of of an understanding so that we're all on the same page. You know, I'm I'm there to help them. I want to find their dream home or, you know, the thing that's best for the the house that's best for their family, if that's what they're, you know, or for them, um, and fits all their needs. And I, you know, I want them to be happy. I want my clients to be happy and be like, this this wasn't as tough as everyone said it was. I want it to be an easy, seamless, smooth process. And and I think that that comes with a lot of communication and um a lot of, you know, not trying to get ahead of things, anticipating what could go wrong, you know, and just letting them know the next steps. I I try never to leave a conversation without saying, okay, now what's coming next is, you know, this, this, or this, you know, after the home inspection, then we're gonna, you know, in Massachusetts, you know, then um you go to purchase and sale. So what's gonna happen at that point and when you know the deposit money is due, and just kind of walk them through the steps so that they don't have to worry. You know, I just really want them to worry about packing, you know, right? Exactly. I don't want them to worry about anything else.

SPEAKER_00 6:33

Exactly, exactly. In terms of what's important.

SPEAKER_01 6:36

Yeah, they really do. And I like to say to my clients, it's just as important to see what you don't want as as much as to see what you do. Um, and sometimes that's an easier process, like you know, whether it's the flow of the house or like I said, you know, they think they want a big backyard until they realize they have to mow it or that long driveway that they have to shovel in New England.

SPEAKER_00 6:59

Indeed. And we've had a lot of shoveling lately, haven't we? Haven't we? Florida sounds nice. Talk about um uh somebody who calls you and wants to sell their house. I want to sell my house. Um, when did you last sell your house? When did you last sell a house? Well, 30 years ago. Talk about that person.

SPEAKER_01 7:18

Right. So with listings, I like to try to get in front of them as soon as possible um and have that listing appointment. I had a recent one that was a referral from another agent on the South Shore. And um, they're gonna they want to sell their house up here and buy something um south of Boston. And so they asked me if I would help them list it. And one of the things that was so interesting about this is that I was the fifth realtor that they interviewed. Wow. I know, I know. So um, you know, I tend to overdo and go the extra mile and think big, you know, anyway, and in everything I do. And so with this particular listing, I um put together a binder, which I always do, but this was just a little bit up a notch, you know, because I knew I was competing um for this and and I wanted to do a good job for this agent that was referring it to me, hopefully open the door for more referrals. Um, but I went through and, you know, pulled all of the deed, the documents, the public record, all the things that you do, the previous listing, um, you know, some permits, you know, flagged all the things that maybe this homeowner um wasn't aware of. He had only been in the house a couple of years and he had relocated here from out of the country and for a job. And now his job is 100% remote. So he wants to live, you know, closer to friends and family. And he didn't know. He said to me afterwards, first of all, he wanted to pick, he wanted to keep the binder. Um, but then when he picked me, he said that I had told him things that no other agent had gone over, you know, and I had explained things. I took the time. I was there about an hour. I try to keep it an hour or less on those listing appointments. Everyone's time is is valuable. Um, and it can be overload, so I don't like to overload with too much. Um, but I left him the documents to look at. I, you know, he did not sign it right away, and that was okay. You know, I knew, like I said, I was the fifth one and he was gonna make a decision. And it was interesting because I did say to him, you know, um, when we meet, you know, you can decide if you want to work with me and I'll decide if I want to work with you. Absolutely. You know, not every client realtor is a match on either side. And what did he say to that? Um, I think, you know, he didn't really respond. He he just said, Oh, okay. But I think it just kind of put him on notice, you know, that um that I was interviewing him just as much as he was interviewing me. And and I do believe that that's that that is um an important business model to have as a realtor. You don't have to take every client. You know, there are some that are just looking and will never buy. And, you know, there are some that feel that, you know, they've hired you and therefore they can treat you a certain way. I think you have to have your standards. Very important.

SPEAKER_00 10:06

It reminds me that um many years ago when I started to be a realtor, I remember an NAR statistic that said, why how how what do people want in a realtor? And the first thing they want is trust. Right. So your your package, your your binder um goes beyond even trust. It goes, you know, into diligence. Um diligence. The second thing is responsiveness. And um I know that we we uh we have lots of questions and anxiety, and we start worrying about something over the night. What if this happens? And to know that they can contact their realtor the next day and and ask a question. So that was responsiveness. And the third quality was competence. And so we all begin at the beginning, right? Right. So, and I know you began working for other realtors, isn't that right?

SPEAKER_01 10:59

I did. I started my I got my license and joined a team as a transaction coordinator, and I lasted about eight months before I said, I want to be a realtor, I don't want to be, you know, behind the scenes. And um, I did have a coach at the time I entered the coaching program. And then um, I actually ended up coaching agents uh for about a year and a half as well as running my own business. And then um currently I'm a mentor for several of the new agents in the office. You know, I care about that things are done right correctly. You know, I don't want anyone to do it wrong for compliance reasons or make a mistake. And um, so I I I enjoy that training them and and helping them be the best agent they can be.

SPEAKER_00 11:44

Yes, and I think also we at that point help them be the best agent they can be is bringing success along and sharing success. Um there there's kind of an old image of realtors being really clawing, you know, and and protecting. And my sense ever since I became a realtor was the generosity of other realtors to teach us about something we don't know yet. And and that's the other appeal of being a realtor is there's always something new.

SPEAKER_01 12:16

Um yeah, I think there's always something new, and I also feel that it's not one size fits all. I mean, someone that chooses to work with me may not choose to work with, you know, Timmy in the office next door to me. Right. Um, you know, we all have our people, we all have our tribes, and um I think that that's that makes a difference. And I think there is enough business to go around. I'm not gonna, you know, step on someone to get around them and get over them.

SPEAKER_00 12:44

Another thing I know you do is you get trained a lot in assessing how people communicate, how people process information. And I know you do that because I've observed you do that. Could you describe a little bit about you know what that what that training does for you or does for the client?

SPEAKER_01 13:03

So um one thing that I discovered a few years ago through um a community of realtors across the globe uh was that something called the disk. And it's interesting. It's interesting that I never really thought about that. Now, whether you uh instinctually you can figure out, you know, sort of who's the numbers person and who is the hugger and you know who's wants just to party and who's very direct. And that's sort of the different uh four disc styles. And it's been very interesting because it's a good thing to be mindful of. I've gotten myself into trouble thinking that someone was, you know, um one type and they truly were another one. And I really didn't manage that in the end. You know, I took ownership of it. I didn't manage that right away because they were sort of a little bit of both. We're all all four, but you know, one or two seem to always of those personality styles come to the top. Um, but I think that it helps you communicate better with your client if you understand what's really important to them and sort of also how they learn or what they're, you know, some people need spreadsheets and need, you know, pie charts and things in order to really feel comfortable with the decision. And others just, you know, like you and you guys, you know, have coffee at Starbucks, and that's the best thing ever, and you're instant best friends, and and they want to work with you for those reasons too, and that's enough for them.

SPEAKER_00 14:24

Exactly. And then figuring out if there's a couple involved, figuring out who is what and how the dynamics play out, because those dynamics will play out when there's stress associated with decision making, um, and you know, actually, you know, signing, making final signatures, et cetera, et cetera, negotiating. So yeah, that that's amazing.

SPEAKER_01 14:46

It's true. Yeah, like what you said, because it's true. Yes, not every couple is on the same page, and you can't just assume that they are. Um, I had a situation recently where they just were not on the same page as of what they wanted in a house, and they both had a different vision of what this next house would look like, and it really didn't match up, and they had to kind of step away and and take some time. And it was good that they discovered that themselves, that they weren't on the same page. And then now we're back to looking at things, um, looking at properties that that match both of their vision. They came through the process, yes. Yeah. Yes, yeah, and so it is. It's important to have a process and and be aware that, you know, it doesn't always go smoothly and it's not always what you think when you start out.

SPEAKER_00 15:34

So, Mary, what do you do when you have somebody that you want to refer to another agent outside the area, let's say out of a different to a different state, because mass laws are um fairly unique uh in some ways, but how do you prepare your client for the referral? And how do you find them a really good agent that will have the same kind of standards that you have? Sure.

SPEAKER_01 16:01

Um I'm fortunate to be part of a group of realtors, like I said, from across the globe. We've um been we met on Zoom during COVID, and it's been six years of Monday through Friday calls. We've had in-person events. So I tend not to um refer any an agent that that I don't personally know. Um, anyone that I refer to, I've I've you know had dinner with or drinks or sat in a conference with for five hours or or something. You know, I have a relationship with them. I don't feel like a good steward of of my clients' relationship if if I don't know who I'm referring them to. So I don't do it randomly. Um, I definitely vet uh that process because it's a reflection on me, like anything. You know, if you if you recommend a landscaper or a painter and they don't do a good job, it's a reflection on you. So I take that very seriously.

SPEAKER_00 16:55

Good. And then how do you prepare your client that you're referring, your your person here or wherever they are referring them?

SPEAKER_01 17:03

So I think if someone's uh asking me for a referral, I'm lucky enough to have the kind of relationship where they know like and trust me, which we know, you know, is sort of that buzz phrase that, but it's very important. And so then they trust me to to connect them with someone that that will take good care of them like I would. And that's kind of how I think about it.

SPEAKER_00 17:24

Excellent. So referral is uh the longer you're in this business, and really hopefully any business, the longer you're in, the more your client base is is by referral. And and it works to everybody's advantage. I mean, I can think about several ways, but but if you would talk about what it means to you to get a referral and what it means to you to give a referral.

SPEAKER_01 17:50

Yeah, well, I'll start with what it means for me to receive a referral. Um, you know, that's really lucky of me. I mean, it's fortunate because that means that someone trusted me to take care of these friends or family of theirs, you know, um, in a way that they would, you know, want to be taken care of as well, or that I've or I did a good job for them. And so they're referring their cousin to me. That happened recently. And they were like, Yeah, my cousin said you did such a great job, and they were so happy. Now, I've reached out to those that cousin before, you know, to follow up and sent them stuff, and I've I haven't heard anything back from them. So I really didn't know. I mean, I assumed they were, you know, happy because we were at the closing table and they were happy. But, you know, to find out, you know, six months or almost nine months later that they're referring me and saying that I did such a good job for them, you know, really makes my heart sing because that's what you want. I mean, it is a relationship business. Um, I love you know when they say it's a contact sport, you know, because contacts and and who you build a relationship with matters.

SPEAKER_00 18:57

Spoken like a true true Patriots fan. I think you're a Patriots fan, are you? I am a Patriots fan.

unknown 19:02

Exactly.

SPEAKER_00 19:03

Exactly. You know, I recently made a referral um for a couple that I know, and uh they they divulged, they thought that um the their agent didn't serve them very well. And so I had to ask them, what is it, what is it that you were concerned about? And they said they were the first person they latched on to. And I said, were they referred, was this person referred to you? No, no, just somebody I came across. And that's another number I I like to throw around is 86% of uh people you know hire the first agent they meet. And you know, I'm I'm kind of like that. I'm the back of the envelope person, you know. Oh, yeah, yeah, it feels right. It feels right. But as you were describing, you only get to know people over time and discussion and figuring out what's important to them. So uh so anyway, when I when I went to get them an agent to refer them, I thought a lot about their personality styles and kind of who they were, and and it worked. It just it worked real and it feels really good to work, doesn't it?

SPEAKER_01 20:10

It really does feel good when you make the right match, like a matchmaker, you know?

SPEAKER_00 20:14

Yenta. Yes, exactly. Yeah. I I so appreciate your experience and and uh uh in in all this, and and I know as I get more local referrals, I'll be talking to you as well. But Mary, talk to us a little bit about the market you're in. What is your market? Are there any trends that you're seeing? I know that we are hearing different things from different parts of the country. You're very connected through the James Shaw Group, which is tremendous. Uh, awesome, awesome providers across the country. But how what is what's happening in your world?

SPEAKER_01 20:49

Well, we're lucky enough to be in New England where real estate is highly valued. We don't see those lows that say a Florida or more rural areas will see. Um, our property values are really strong here and continue to be. Um, we have, you know, a lack of housing. It's a seller's market. There was all this talk about, you know, oh, it's gonna be turnaround and be a buyer's market and you know, that sort of thing, but that's not true. We've seen a little bit more days on market, you know, but we're also coming out of our slower season, some of that seasonal um from sort of November to February. It's um it's our slower season, um, where we're in spring market now. So we're seeing more inventory, which is great because there are a lot of buyers out there. Um, you know, interest rates play a role a little bit, um, but we're seeing a lot more buyers. Um, just as many, you know, as last year, if not more. And that's in my area is Merrimack Valley, it's Westford, um, Chumpsford. I go about an hour from Westford, I would say. I mean, I've I sold something in Somerville, Framingham, you know, so I do. But if it's more than an hour, I just don't feel that I can um service my clients um as well like for a listing um in that area. And I'm also licensed in New Hampshire, so I'm starting to do a little bit New Hampshire, although I feel a little bit like a rookie in New Hampshire, it's different. Um, but you know, how about the curve? So the more I feel, the better I'll be. I mean, real estate in its framework is the same, it's just a process. Um, in New Hampshire is a little bit different. They go right to purchase and sale, they're right to offer. Um, they don't use attorneys, they use title companies, which is fine. Um, I like an attorney, um, you know, sort of trained that way. Um, and Massachusetts is an attorney state, so um, you can still have an attorney, so that's good. I like to have that just um to protect my client.

SPEAKER_00 22:47

You're one of three states that is an attorney state. You realize that, and that New Hampshire is really with the majority, believe me.

SPEAKER_01 23:02

Exactly.

SPEAKER_00 23:03

Oh, I you know, as a realtor from Northern Virginia, I've heard of too many people moving up to Boston to sell. It's just too hard, you know, just too difficult to do um to get used to that process.

SPEAKER_01 23:16

Um, yeah, but my parents, yeah, their process. Yeah, no, my parents sold their house in um South Carolina, and uh that was a whole different process. You know, I was sort of their advisor since I'm in real estate, but it was it was not the same, not the same at all. They had pages and pages of things that have to be fixed by the seller that you know before even the process moves along. It's really, really interesting.

SPEAKER_00 23:42

So um, to your point, every state is different. And and I would imagine even parts of states like New York City versus upstate New York um would be very, very different, very important.

SPEAKER_01 23:55

Yeah, yeah, the statement is the forms and and some of that, but how you actually conduct it can vary a little bit within those, you know, laws.

SPEAKER_00 24:06

Yeah, you're not driving to your appointments in that's for sure. Okay, so um one of my uh early episodes here was a discussion with Tony Cardinelli, who is a painter, yeah. And Mary is a big fan of Tony Cardinelli. So, Mary, um, as I shared with you before, I asked Tony, how do you get a really good lender? And he said to me, Mary, you find a really good realtor. And so, Mary, how do you find a really good realtor?

SPEAKER_01 24:41

Oh, I think um, I think that's where referral is so important, you know. Um it's it's who you know and and and like and trust, like I mentioned before. Uh, I think that your reputation says a lot. And um, you know, online people start their search online. That was eye-opening, you know, like some high, high percentage of everyone starts their search uh for a realtor even online. They don't necessarily use the one that they used 10 years ago to buy their house. Uh, I thought that was interesting. That's um, you know, it's it's relationships. You hope that people will come back to you uh over and over again or further from the family to you because you give them such a good experience, exactly.

SPEAKER_00 25:24

And that's your ticket, you know, that's the trust. You get to you get to do that first step faster, you know, just to and and so your intake, your discussions, you're getting to know people, they'll find out that you just my cousin said this person is really good and they were right. And and once you make that leap of trust, I think that that's a that's a much smoother relationship going forward. It doesn't mean that it's without trouble, but it means that you can connect and you can even get through different troubles together easy more easily because you've jumped that trust hurdle, which is really helpful.

SPEAKER_01 26:00

Yeah, I think it does because it does take time to build trust. And and that can be you know hard to do um when you're trying to sell someone's house or help them buy something.

SPEAKER_00 26:12

One last area I wanted to talk with you about because I think it really is important, and I see it in you tremendously, is you're reaching out into the community and being of service to the community. And what stands out for me is you're very, very dedicated to veterans, um, as I remember, but not only, but you're but that's one area that you're really strong with. And and could you discuss a little bit about why that's important to you and and why it would be important for many professionals to reach out to their communities?

SPEAKER_01 26:45

Sure, I think it's it goes back to relationship building. I think also um if you do something you love, you'll find like-minded people and people that well want to work with you. You know, if they get to know you outside of what you do, I think that just deepens the bonds of our relationship. Um, I love the Westford community, that's where I raise my kids, that's where I work. Um, so I am heavily involved. You know, you and I are both involved in several things overlapping. We both like to volunteer and we're service art oriented. Um, and I think that that uh shows through in everything you do. I there is a quote I love that is um how you do anything is how you do everything. And I really think that's true.

SPEAKER_00 27:26

How about we'll end on that wisdom? And thank you so much, Mary, and I hope you have a very profitable, successful uh rewarding season, spring season as it gets into the summer. And thank you, Mary, for having me on. You're very welcome. Thank you. Thank you so much for joining us today. And I hope you found this conversation useful to you and your real estate. You'll find the contact information for it. If you identify some strong realistic professionals, again, and I've got to be able to do that.