Buying or selling a home is a scary and stressful process for your clients. But for skilled real estate agents it’s the opportunity to build a bond based on trust. By showing your client that you care about his needs you can provide outstanding customer service.
You’re never too small to worry about customer service
Customer service begins with your very first client. Buying (or selling) a house is a complex transaction that involves many people and many factors. Helping your client through difficulties by meeting their needs can create happy clients who spread your name and promote your business.
So what can you, as a real estate agent, do to make your clients happy?
Let your clients know what your standards are
Differentiate yourself from the competition. It’s not enough to define for yourself what your standards are:
Let your clients know that if they leave a message you’ll return their call. But limit yourself - hold yourself to a standard that is doable for you and won’t leave them feeling like you’re unavailable and don’t care. Make sure you return client calls promptly (yes, 24 hours is too long.)
Now exceed their expectations - try to get back to them sooner. And even if they didn’t call and nothing new happened in the past week - call them, e-mail them or text them anyway - even if you have no new information.
Also make sure that you let your client know how to reach you. And if they have a preferred method make sure you contact them that way. Don’t call them if if they prefer that you e-mail them.
Inform and Educate
You’re the skilled professional and as such it’s your job to exhibit knowledge and understanding. Take extra time to share your knowledge by clarifying terms. Break down the process and transaction into easy- to-understand terms. It’s a great way to earn your client’s trust and earn you a reputation as a knowledgeable real estate agent that provides amazing customer service.
Exceptional customer service could also mean that after you’ve closed the deal you send out a customer service questionnaire. This will give clients the ability to let you know how great your service was or perhaps where you need to improve.
Your level of business success depends on the level of your customers’ satisfaction
Providing exceptional customer service is a wonderful way of building rapport with your clients and will enable you to write a great case study in which prospective clients can read about all the advantages they’ll enjoy by hiring a skilled real estate agent.
Earn the trust of your clients.
Let your clients know what your customer service standards are.
Return calls promptly.
Let your clients know how you can be reached but contact them by their preferred method.
Share your knowledge.
Send out a customer questionnaire to enable your clients to share their feedback with you.
Google Voice - an ultra-powerful tool that makes communication easier and more efficient
Hellosign - make signing contracts and other documentation a non-issue.
Highrise - communication and customer service made easy with this nifty tool
Written by Liat Behr
Liat is a content wordsmith at WiseStamp and copywriter at Ink of Imagination. She delights in creating and sharing valuable tips and helping businesses craft effective content.
When she’s not writing content, she can be found in the world of fiction, embarking on adventures with her characters.