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Six Ways to Attract More Real Estate Clients by Providing Stellar Customer Service
Almost all agents want their clients to have a great customer service experience. The difference between good and great is often minor. If you want to upgrade the experience your clients have, here are six suggestions.
1. Connection is the name of the game More than anything else, your clients want you to hear their needs and be responsive to those needs. This means asking questions about what matters to them, exploring how they live their lives, and never trying to run your own agenda. When it comes to a great customer experience, making your clients the center of your universe is a winning strategy.
2. Start on time and end early Men and women differ in their attitudes toward time. Men are more likely to feel they have limited time and are more likely to become angry when appointments run late. To address this difference, always tell your clients your appointment will take 20-30 minutes longer than you anticipate. By allowing extra time, you avoid having to apologize about traffic or other delays. You also seem more efficient. Best of all, your clients are delighted to finish early.
3. Demonstrate you understand their smallest needs Before taking buyers out to view property, determine what types of drinks and snacks they enjoy. Have these available. If they are Starbuck's fans, pick up their favorite coffee drink and have it waiting when they walk into your office. If your clients have children, give the kids a coloring book or some games to keep them occupied during your appointment.
4. Be a conduit of information Whether your sellers are relocating or you have out of area buyers, be a resource for neighborhood and Chamber of Commerce information. For relocating sellers, personally contact several relocation agents. Interview each agent to determine who is most competent. Send the agent digital pictures of the sellers' present property. For buyers, create a welcome kit packed with information about local vendors, schools, places of worship, recreational activities, etc. In either case, update your clients a minimum of once weekly in terms of new listings, sales, and changes in interest rates.
5. Collect available virtual tours and burn them on a disk This is a time saver for both you and your clients. Rather than taking your sellers out to see the comparable sales, give them a CD or a travel drive that shows competing listings. For relocation buyers, sending them a CD packed with virtual tours will dramatically reduce the number of homes you will have to show. It will also help you refine your search parameters more quickly.
6. Focus on the customer experience, not the outcome Let go of any attachment that you have to outcome. When your focus is on obtaining your goals rather those of your clients, you will not provide a stellar customer experience. In contrast, when clients realize you only want the very best for them, you create the type of experience that converts them into raving fans who will refer you business for years to come.
Posted by Bernice Ross, If you liked this post, please subscribe to our free real estate newsletter for the latest tips and strategies for building your real estate business