How Our Agents Help: Full Stories
At Royal LePage, we believe that promoting a service-oriented culture is paramount. We recognize those who exemplify our commitment to quality service, routinely going above and beyond the call of duty to deliver outstanding service to their customers. On this page, Royal LePage real estate agents and their clients share stories that showcase how helping you is at the heart of what we do.
Consumers tell us how our agents have helped them - The "Tell Us Your Story" Contest
We asked Royal LePage clients to submit stories about a great experience they've had while buying or selling a home with a Royal LePage agent, for a chance to win a $5,000 room makeover. We received an overwhelming number of entries, and documented three of these stories and the room makeovers.
The Jelineks
My husband and I were western Canadians and the concept of living seaside was invitingly romantic to us. So, when my husband came home from a business trip with the prospect of moving to Atlantic Canada, we jumped!
We searched online MLS listings from morning to night until one day a beautiful property struck us and we contacted the listing REALTOR®, Albert Leger of Royal LePage Metro.
Albert turned out to be an Angel among agents. His service stood out beyond belief! He answered my constant email inquiries in record time and continually sent properties that he thought we might find inviting.
Several weeks after out initial email contact with Albert, my husband flew to New Brunswick to view properties with him. Albert was diligent, spending two entire days showing my husband properties and well as city sites and amenities.
Unfortunately, the house we chose during my husband’s visit wasn’t meant to be, as the deal fell through due to some sub-dividing issues.
Back home in Calgary, we went through the next batch of MLS listings that Albert sent us. We came across a gorgeous property. We were careful, because we had played the real estate game. We knew that email/web photos should not be completely trusted, but we had faith in Albert’s opinion. In the end, we even felt comfortable to make an offer over the phone, to Albert’s disbelief.
Several months later, on moving day, Albert surprised us by meeting us at the airport. This was not pre-arranged; he came on his own accord to show us to our hotel where we would be staying before viewing our new home.
The next morning, Albert met with us to view the property. When I saw the house, I almost cried. It was perfect. Albert had picked the perfect house.
It is difficult to put into words what Albert did for us. He helped us find banks, lawyers, insurance companies and he and his wife even had us over for a gourmet lobster dinner!
In this day and age, when everyone is on high-speed, it was welcoming to find an agent who took the time to make our lives easier.
The Forbes-Schnicks
My husband and I were western Canadians and the concept of living seaside was invitingly romantic to us. So, when my husband came home from a business trip with the prospect of moving to Atlantic Canada, we jumped!
We searched online MLS listings from morning to night until one day a beautiful property struck us and we contacted the listing REALTOR®, Albert Leger of Royal LePage Metro.
Albert turned out to be an Angel among agents. His service stood out beyond belief! He answered my constant email inquiries in record time and continually sent properties that he thought we might find inviting.
Several weeks after out initial email contact with Albert, my husband flew to New Brunswick to view properties with him. Albert was diligent, spending two entire days showing my husband properties and well as city sites and amenities.
Unfortunately, the house we chose during my husband’s visit wasn’t meant to be, as the deal fell through due to some sub-dividing issues.
Back home in Calgary, we went through the next batch of MLS listings that Albert sent us. We came across a gorgeous property. We were careful, because we had played the real estate game. We knew that email/web photos should not be completely trusted, but we had faith in Albert’s opinion. In the end, we even felt comfortable to make an offer over the phone, to Albert’s disbelief.
Several months later, on moving day, Albert surprised us by meeting us at the airport. This was not pre-arranged; he came on his own accord to show us to our hotel where we would be staying before viewing our new home.
The next morning, Albert met with us to view the property. When I saw the house, I almost cried. It was perfect. Albert had picked the perfect house.
It is difficult to put into words what Albert did for us. He helped us find banks, lawyers, insurance companies and he and his wife even had us over for a gourmet lobster dinner!
In this day and age, when everyone is on high-speed, it was welcoming to find an agent who took the time to make our lives easier.
The Marshalls
The Marshall family found their real estate agent, Melva Million of Royal LePage York North Realty, when their daughter, Victoria, 7, was working on a school project about important jobs in the community of Newmarket, Ontario.
“Victoria's first grade classmates were writing about firefighters, doctors and teachers. But what job did Victoria think was important? To our surprise, she wanted to write about real estate agents,” said Victoria’s mother, Susan Marshall.
Victoria decided to interview an agent about what the job was really all about. The challenge was to find someone to interview. Luckily the Marshalls knew Melva’s family and found the solution in Melva Million, who surpassed all of their expectations. She spent several hours with Victoria; answering questions, posing for photos and bringing her to an open house. The family was impressed, having assumed that many agents wouldn’t be as willing to give up so much time.
Several weeks later, the Marshalls decided that they had outgrown their town home and were ready for a move. The search for a new home wasn't an easy task as they were discriminating in their tastes and had restricted their search to only a few streets. The Marshalls needed help so they called in Melva. “After seeing her with our daughter, we felt she'd have the patience to work with fussy clients like us!”
Melva showed them many properties without ever being pushy. She understood their perspective and finally found them their dream home - just a few steps away from their current town home. Through Melva’s great preparation and perseverance, the Marshalls succeeded in finding just what they were looking for.
However, their excitement waned as they prepared their town home for sale. But they were quickly put at ease when Melva’s thorough research, use of marketing tools and valuable contacts provided them with what they needed to sell their house. Showings began and by nightfall, they had multiple offers above asking price. Melva made it all so easy.
Melva's work ethic went beyond the Marshalls’ expectations but what really impressed them was her integrity and the respect she received from others. “She displayed that same respect to us throughout our experience. Our daughter was right all along. Communities do need good real estate agents.”
Agents and their friends share their stories
Derek DuBoyce
Sales representative
Royal LePage Benchmark
Calgary, AB
Some years ago, I introduced Derek to a family of friends of mine, a hard working couple with three sons and a daughter, all between the ages of four and eight. This family lived in subsidized housing and wanted out. Within a year or so, Derek had helped them find a way to save for a down payment and move into their first home. They were ecstatic.
Two years later, their paths crossed again, but unfortunately, it was not a happy occasion. Money was still very tight and the six-year-old daughter had just been diagnosed with an inoperable brain tumor. Thanks to the Make a Wish Foundation, Christie was able to hug Minnie Mouse at the gates of Disney World. Less than an hour later, she took a turn for the worse and fell into a coma from which she never fully regained consciousness. After several days, she was stable enough to be transferred back to the Calgary Children’s Hospital.
I called Derek to update him on the situation. His first words were “Who's looking after the boys?” I told him that the parents were taking turns driving back and forth across the city, so one could be with their daughter at the hospital and the other could look after the boys. The parents were becoming mentally, physically and emotionally exhausted.
Within 90 minutes, Derek was at the house cooking and cleaning for the children, and, in short, became a surrogate parent to the boys. He took them to the hospital and bought the family dinner in the cafeteria each day so that the boys could see their sister and know that their parents had not deserted them. When he learned that it would be only a day or two more, he took the boys shopping and bought each of them a suit and shoes for their sister’s service. He then filled the kitchen with easy-to-prepare foods and paid the utility bills, all out of his own pocket.
Derek's thoughtfulness and generosity allowed the boys to spend some final time with their sister and gave them someone to share their fears and confusion with. Derek also gave the parents the ability to devote the last few weeks to their daughter, and provided them with financial breathing space for at least a month to help them get back on their feet.
I am submitting this story because I know that Derek wouldn't. To this day, the family highly recommends Derek to all who will listen and their sons call him uncle. They have come to think of Derek not only as their REALTOR®, but also as a trusted friend.
Jade Mitchell
Sales representative
London Triland North
London, ON
In January 2006, I received a phone call from vendors who were in a great deal of distress. Their current home had not yet sold and the new home they were building was going to be ready in less than four weeks. They desperately needed to sell their current home. The company that was hired to sell their home did not fulfill the promises it made with regard to marketing the home. The vendors asked me to take over the listing the moment their previous contract expired, and I did.
I flew into action and put my marketing plan together. The first Saturday I scheduled an open house. I arrived at the home armed with beautiful feature sheets, hot cider and a fruit/cheese tray, only to find my vendor in tears at the door. Mary sat down with me and explained that she had just discovered that her cancer that had been in remission for three years had returned. I was deeply saddened. This was truly a special woman, and every inch of their home exuded the love she had for her two children and husband. Mary was only 31.
During the next few weeks I did everything possible to make showing the home as convenient and stress-free as possible for Mary. I arrived early at the open houses to clean and fluff and lend a hand to Mary, if needed. I shoveled the walkway and brought in fresh flowers and scented candles. After every open house and showing, I sent emails to her husband on the progress. (He was out of the country for work.) I tried to keep his spirits up as it was very difficult for him to deal with the fact that his position overseas would not allow him to be present as much as he wanted.
During this time, Mary informed me that she had an opportunity to receive aggressive cancer treatment in Mexico. Unfortunately, they needed to sell the house in order to cover the cost of this treatment. I could tell that the stress of selling their home was taking a toll on Mary and the children, so I was even more determined to do whatever it took to help this family out.
I had a promising second showing scheduled at the home the following day, so I helped Mary prepare her home perfectly for the showing. The only issue was a gas fireplace insert in the living room that was dirty on the inside and looked old and tired compared to the rest of the house. I called my husband over and we took apart the fireplace while Mary rested on the sofa. Her children assisted by fetching the cleaning supplies and together we all made that fireplace shine like new!
The house sold the next day.
While Mary was in Mexico receiving treatment, the family moved into their newly built home and prepared for her return. I assisted in a fundraiser to help cover extra expenses incurred by Mary’s treatment and gladly donated part of my commission in order to help.
I received a heartfelt email from Mary’s husband thanking me for all that I had done. I knew I had gone above and beyond the duties of most REALTORS®, but I wouldn’t have done it any other way. For me to extend myself professionally, and as someone who truly cares, gives me a feeling of great accomplishment. This is why I am a Royal LePage REALTOR®.
John McKenzie
Sales representative
RoyalLePageSunshineCoast
Sechelt, British Columbia
My name is John McKenzie, and I am a REALTOR® with Royal LePage Sunshine Coast in Sechelt, British Columbia. I had a situation two years ago where I sold one of my listings to a purchaser in Calgary who was planning to move to Sechelt. He purchased a beautiful ocean view home from a client whose home I had for sale.
Since the sellers were building a new home, we arranged a long possession of 10 months. This allowed them to build their new home and the buyers to wind down their dealings in Calgary. This also left ample time for them to move to the coast. The buyers put up a $50,000, non-refundable deposit to have the long possession of 10 months.
Sadly, within three weeks of possession, the husband of the purchaser had a stroke and required triple bypass surgery. Due to the seriousness of the stroke, it would not be possible for him to be able to leave Calgary for quite some time. His wife was a wreck and couldn't think of moving or signing real estate papers and going forward with a move.
Since the sellers needed the money on closing, as they were up to their ears in building debt, they were in a bind and had no room for extensions or time to resell.
So I arranged for a mortgage with a partner to complete the purchase on the same terms as the contract. This way the buyers did not lose their $50,000 deposit and the sellers were able to pay their building debts with the monies from the sale.
It was a $640,000 purchase, which was no small task for me and my family; however, word spread around the community that Royal LePage helped out both parties and got the job done. The house did sell again after almost a year, and for a profit, although this isn’t something I would be anxious to do again.
Both clients very much appreciated me stepping in to solve this problem. The sellers were able to pay the bills accumulated in a timely matter and the buyers were repaid the $50,000 deposit that they otherwise would have lost.
Since that time I have listed another of the seller’s homes and purchased a lot for the buyers. Both clients have told friends and colleagues how their Royal LePage REALTOR® went the extra mile to get the deal done, and I have had a number of people referred to me by both parties.
Dave Johnstone
Sales representative
Royal LePage Kelowna
Kelowna, British Columbia
My clients had a son who needed a double kidney transplant. The child was unable to go to school and had to sleep sitting up. (This child’s story is featured on the Life Network as part of an ongoing story of the Life’s Little Miracles program airing Sundays.)
I am a Scout Leader/Leader Trainer/Media Liaison for the Central Okanogan, and have completed the Advanced 1 For Those Who Help Others training. I drove their other son to all the meetings while the parents and sick brother where away. When we knew that the operation was a success, I nominated their son for the Silver Acorn Award. This award is only for extreme cases where death is a likely conclusion to the illness.
The process of nominating someone for this prestigious award includes getting forms and letters from the school system, from the doctors and from his former and present Scout Leaders. It also required me to submit all media reporting, a lengthy process that took over a month to complete. I also wrote a newspaper column feature story on this child’s amazing ability to overcome his challenge.
At the same time, I managed to sell the clients’ adjacent lot for top dollar. This left them very pleased about their relationship with Royal LePage and me.
My clients gained the financial freedom they needed at this very trying time, as well as the pride of knowing that the community is aware of their son’s amazing story of triumph. He overcame the odds and became the recipient of the Medal of Fortitude.
If it were not for the training and financial stability that Royal LePage has afforded me, I would not have been in a position to help this client. This success story is also a result of the dedication of our office trainers/managers. Through private, one-on-one counseling, our management inspired me to seek out community service. This is only one of many stories where I have been able to make a significant difference, touching the hearts of others – and my own.
Michelle Russell
Sales representative
RLP Benchmark Calgary
Calgary, Alberta
My client was an 87-year-old woman living alone in Calgary while the rest of her family was in British Columbia. She needed to sell her house, have a garage sale, pack her things and get moved, all on her own.
I met with Margaret, listed her house and sold it in one day. I then arranged for my three daughters (aged 15, 11 and 6) to come with me to her home and help her clean, organize and pack. We helped with as much of the packing process as possible.
Then, one day I received a call from one of Margaret's neighbors. She had found Margaret lying on the floor at the bottom of the stairs; she had suffered a stroke. I called 911 immediately and raced over to her house (she lived only two blocks away). I stayed with Margaret, holding her hand until the paramedics put her in the ambulance.
I called her family in Kelowna and went to the hospital regularly to visit. My girls and I visited her regularly, brought her flowers, cards and gifts until she was released. When she was safely moved into the lodge in Kelowna, we kept in touch.
Well, I guess that between my daughters and me we helped Margaret's stress level drop considerably. We kept her company, gave her our friendship and kept reminding her that she was not alone. We also gave her family a great peace of mind, knowing that she was being taken care of while they were so far away.
Betty Durocher
Sales representative
Royal LePage York North Realty
Newmarket, Ontario
Submitted on Betty’s behalf by Nuala Cronwell (fellow Royal LePage REALTOR®)
Betty had a house listed and the owners were going through a divorce. The house sold and the wife and children had to move into a rental. Unfortunately, the rental they had secured was not available for another two months. Betty searched for days, but could not find a short-term rental that suited her client’s needs.
So, Betty took the mother and her children into her home and allowed them to stay with her and her husband for two months until the rental property they needed was available.
Because of Betty’s kindness, the client did not have to separate her children and the family was able to live in a comfortable home while transitioning through a move and difficult divorce. The client was grateful for the stress relief that Betty’s generosity provided.
Patricia Dunn-Erickson
Sales representative
RLP Gale Real Estate Ottawa
Ottawa, Ontario
My clients had a two-year-old child and the mother was eight months pregnant. They sold their home and purchased a new one that should have been ready to move into on the prescribed closing date. Unfortunately, there were construction obstacles with their new home, so the move date was delayed, and they were left with nowhere to live. They had no family in the area, and they couldn’t afford a long-term hotel.
I offered them my home for as long as they needed. It turned out to be a six-week stay. The highlight for me was the midwife-assisted birth of their baby girl in my bathtub during the third week. It was quite a stay!
I believe that my clients gained a significant respect and trust for me as a REALTOR® for Royal LePage Gale. The service did not stop after the sale sign went up. As a result of my effort to go above and beyond to help, I was referred by my client to a friend and ended up selling and buying them a new home, too. It felt great to be able to help someone out, and I now have a new friend and client for life.
Sabina Gabriel
Sales representative
RoyalLePageVillage, DDO
Montreal, Quebec
My clients had owned a triplex in North Villery (Park Ex), Montreal since 1963. Their situation was difficult; the father had passed away, the mother was afflicted with Alzheimer’s, and the daughter was fighting cancer.
As a result, they were not able to take care of their triplex anymore. They were stressed out with everything that came with the property and with life in general. Their place was in a terrible state. They were doing laundry in the back of an unheated garage and hanging it on lines strung across the garage ceiling.
I began the listing process by cleaning up their unit and mowing the lawn. I then scheduled 17 showings on a Saturday and shortly after that we had three offers on the property. It sold quickly.
Then I went to preview condos in Ville St. Laurent, placing importance on convenience and proximity to drug stores and shopping. I packed all their belongings, moved all their boxes and bags and shopped for new furniture. I also arranged for all of their utilities, movers, and helped decorate the new unit.
At the same time, I arranged for the notary to settle the husband’s estate, as they didn’t realize that it was not legal to keep the house and bills in a deceased person’s name.
My clients are now extremely happy, relaxed and feel like princesses. They look and feel better and are proud of their condo and look forward to each new day. They have also accumulated $35,000 cash in the bank and will be able to enjoy the rest of their lives without having to be scared.
To experience this kind of superior service, contact your local Royal LePage real estate agent today.