Back to the Basics: 10 Foundational Tips for Your Success!

Being on the cutting edge of social media is imperative for marketing in today’s society.  Having a presence onFacebook, Twitter, LinkedIn, Google+ and other social media sites meets your clients exactly where they’re at and shows that you’re serious about taking your real estate business to the next level.  Our goal as Real Estate Virtual Assistants is to ensure that you stay updated on all the latest social media happenings and to help you navigate through changes that come on a weekly basis.  

And, while social media is vital to your success, it’s even more important to keep your client- not your online presence- at the center of your focus.  The minute you lose sight of your client and their needs is the minute you’ll begin to lose clients.  

Success for your real estate business is based on a foundation of excellent customer service.

Let’s take a ten step refresher course as noted by web and iPhone developer Raphael Caixeta.  While you may be doing a great job with clients and are constantly getting referrals, taking a few minutes to review customer service basics can give you a fresh perspective and motivation on why you do what you do!

1. Respond to clients as soon as possible- This may seem basic, but responding as soon as possible lets the client know you’re on top of it and that you respect them enough to not put them off.  Even if you’re not able to take care of the issue at hand immediately, acknowledging them shows you’re considerate of their needs. 

2. Keep clients updated- This is especially true with home buyers and sellers who are anxious to close on a deal.  Make sure they are in the loop and are the first ones to know when new developments take place.

3. Go the extra mile- It can be tempting, especially when you’re busy, to only do the minimum.  But providing great customer service will always include going above and beyond what they’re asking of you.  As a real estate agent, you can probably think of many ways to put this into practice!

4. Fix your mistakes- Admitting you’re wrong or you’ve messed up is never easy.  But guess what?  The client will most likely find out eventually.  Take responsibility and fix the problem right away.  Letting your client know what happened and how you fixed it will be a breath of fresh air and will help build their trust and respect.

5. Listen to your clients- This is key!  Take the time to truly listen to your clients and not just hear what they’re saying.  Getting in touch with your clients needs or concerns will give you deeper insight into how you can serve them.  Of course you’re the expert, but listening and guiding your clients is the key to successfully serving your clients.

6. Keep your promise- If you say you’re going to do something.  Do it.  It shows that you’re a professional and that they can count on you to follow through.  If you have trouble remembering what you said you were going to do, take a minute to jot notes after a conversation with a client so that you don’t forget.

7. Don’t confuse clients with jargon- There are a myriad of real estate terms that your clients are not going to know.  Make sure that you’re bringing conversations to a level that makes sense to them, without making them feel dumb.  If you’re using real estate terms, take a minute to quickly interject a brief explanation.  This will help educate them at the same time!

8. Be patient- As real estate agents you’ve all dealt with those difficult clients.  (I’m sure vivid stories are coming to mind even now!)  Yet, no matter pushy they are and no matter how many times you’ve answered the same question; being patient is crucial.  If you lose your cool and begin to show your annoyance, your professionalism goes out the window.  If you need to, take a few minutes to step away from them and collect your composure.  Never answer an email or a text when you’re frustrated and if they are pushing their boundaries, address it in a professional manner.

9. Know everything you need to know- You’re the expert.  If you’re dealing with a seller, know all that you can about the house, the comps and have a detailed plan of how you’ll get their home sold.  If your client is a buyer, know their needs and wants, the current homes on the market and any new or updated processes of buying a home.  Simply put?  They’re paying you to be the expert, so make sure you know everything you need to know!

10. Put yourself in their shoes- This seems like the oldest saying in the book, but this adage will go a long way.  Providing the customer service that you would expect will ensure they have a great experience in working with you!  Keep this at the forefront of your mind and you’ll do great!

I hope this quick refresher has been beneficial to you!  While maintaining a cuttinge-edge online presence, don’t neglect the foundational element of your business... your client.

You’ll find that excellent customer service will, not only boost your business, but bring about that element of fulfillment that we all want out of our careers.  Feel free to let us know how we can help you serve your clients!

Allie Coyle
Blogging & Copywriting Specialist