In real estate, customer service is the core of your business. The success of your business is centered on your client’s experience with you, so it is important to leave a lasting impression.
It’s easy to understand great customer service at a restaurant or department store, but when it comes to real estate, applying customer service can oftentimes be perplexing. Henry Ford once said, “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
Agents who provide great customer service will develop long and lasting relationships with their clients. Creating strong relationships will lead to a strong referral pipeline– which becomes essential for your business’ future success.
Communication and response time is key in any business, especially in real estate
Remember, you are involved in one of the most important financial transactions a person may experience in their lifetime, so communicating with your buyer or seller is fundamental to relationship building.
Your clients want to hear from you. Stay one step ahead and try to answer questions before they arise. The biggest complaint about real estate agents is unresponsiveness. Be sure never to leave your client feeling stranded. If your client contacts you, respond as soon as possible.
Staying in communication with your client is one of the most significant tasks to making sure they always feel comfortable and informed.
Provide guidance and education to your client
Buying or selling a home can be a very daunting and stressful task for clients. Guiding them every step of the way will help your client both trust you throughout the process and empower them to make wise decisions.
Consider it a part of your mission to make the experience as seamless and stress-free as possible. Don’t assume your clients already know something, instead inform them.
Listen to your client
There is nothing more frustrating than speaking to someone and knowing they aren’t really listening. Even worse, when they appear to be listening, but events down the road prove they were not. Listening will build trust and show that you genuinely care about what your client is looking for.
Remember, finding someone a home or selling someone’s home is a personal experience, and your client will want to know that you are their advocate, with their best interest at heart.
Follow up with your nurtured and past clients
Don’t forget about your database. Staying in touch with your clients is an ongoing process. Follow-up should be top priority in your business, as this truly creates both new and future referrals.
Your nurtured clients are ones you’ve been in contact with that aren’t necessarily ready to buy or sell yet. Setting this client up with a drip email or scheduled call every once in a while keeps both you and your business on the forefront of their mind for when they may need your services down the road.
For past clients, these are the ones that you’ve (hopefully) already created a lasting impression with. These relationships truly are key to your future business.
For more advice on customer service or on information on how to work with The Wemert Group, call 407-412-8488 or emailat info@thewemertgroup.com.
