One of the oft-ignored yet simple and effective ways for real estate agents to stand out in a highly competitive market is by championing customer service. Regardless of what industry or business you are in, customer service remains to be a vital ingredient to ensure success.
In fact, successful real estate agents in Australia can attest to the power of excellent customer service in helping them build and strengthen their professional and personal networks.
Here are some of the most common and practical ideas to provide and enhance your customer service skills;
Spending time to know your clients is time never wasted
A lot of people often forget that spending time getting to know others is always necessary. Success in the real estate industry is anchored on the concept of building strong relationships.
Building that professional relationship does not only help you get one or two clients but when done right, it can effectively get you more clients down the line.
For instance, one needs to develop an open and accommodating attitude when meeting for a listing appointment not only by selling yourself but to also get to know more of your clients by letting them talk to make them feel more comfortable and develop trust.
Another example is to allow each client to share their ideas and goals, which would allow you to provide them with personalised strategies to help them achieve those goals. Be sincere when providing them options and get their buy-in on your ideas, as well as offer your value-added assistance by helping them out in finding the best contractors, suppliers, or service providers.
Making these efforts to establish a relationship with your client helps get you started on the right foot.
Make an experience memorable and unforgettable
There’s no doubt that real estate transactions can be nerve-wracking and daunting, which is why it is essential to provide your clients with a genuinely positive and excellent customer journey from the start to the end of the process.
It is important to understand the service mindset, which you can leverage to create an excellent experience for your sellers or buyers, which can provide exponential benefits for your real estate business.
It is crucial to understand and address the client’s perspective so you can explore your windows of opportunity. Always remember that everything you convey to your clients helps them steer their mindset towards achieving their goals.
Go the extra mile
Going above and beyond your client’s expectations is always a “wow” factor for them and works wonders every time and all the time.
Remember that any real estate transaction, whether selling or buying, is a life-transforming but often stressful decision-making process, where clients require trustworthiness and honesty from their real estate agents.
Make every effort to always exceed customer expectations by under-promising, but always over-delivering.
Make yourself available
Do not let your clients entertain doubts or misgivings when you fail to entertain or accommodate them with a query or a buy/sell idea.
Always make yourself easily reachable to help them with a concern or a question. If you miss a call from them even without leaving a voice message, make sure to return the call as soon as possible.
This is what a lot of people make a mistake with, especially those who are in the real estate business- you should never be too busy to take a call because this represents a large percentage of your business transactions and closing deals.
Missing that connection means you won’t get that business.
Always create a lasting and memorable impression
As mentioned before, going above and beyond the call of service is a sure-fire way to win the hearts of your clients. It can spell the difference between a one-time deal and a sustainable and productive relationship with more new clients due to referrals from the other clients you have worked for in the past.
For instance, giving your client a special gift such as a bottle of wine or a hand-crafted table centerpiece can be a heart-warming gesture that makes your involvement in their real estate transaction process more memorable.
Giving attention to small details such as these make clients develop their trust and confidence in you as a reliable and caring real estate agent.
Do not forget that the real estate industry is always about people and how you treat them and give them the importance they deserve are your guaranteed formulas for success.