10 Tips for Great Customer Service!

By
Services for Real Estate Pros with RealSupport Inc.
http://actvra.in/49s2

In our online culture today with trying to keep up with our social media, marketing, blogging and a myriad of other tasks, it can be easy to forget the key to our success: our clients.  

 

As real estate agents, you’re constantly being pulled in a hundred different directions, most of which are important, and finding the time to devote to each specific client can be tough.  Yet, great customer service is one of the tried and true keys of a successful business and should remain on the forefront of our minds.

 

So, what makes for great customer service?  Here are ten tips that can serve as a quick refresher course to get us all back on track.

 

1. Respond ASAP- 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 in the know- 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 above and beyond- 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 needs- 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!

 

These basic tips for great customer service are what can help you stand out from your competition and help create the successful real estate business of your dreams.  Treating people right will go a long way and can’t be substituted for a flashy website or an outstanding online presence.  While these things are important, your client always need to remain number one!

 

We’d love your feedback!  Do you find it hard or easy to offer great customer service?  Why or why not?

Allie Coyle
Blogging & Copywriting Specialist

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Re-Blogged 3 times:

Re-Blogged By Re-Blogged At
  1. Gabe Sanders 06/16/2013 09:20 PM
  2. Winston Heverly 07/28/2013 02:54 PM
  3. Debbie Reynolds 12/29/2013 01:03 PM
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Rainmaker
2,062,380
John Pusa
Berkshire Hathaway Home Services Crest - Glendale, CA
Your All Time Realtor With Exceptional Service

Great customer is important for a business longevity. Thank you for the very good information about ten tips for great customer service.

Jun 13, 2013 09:32 AM #2
Rainmaker
239,785
Bette Gottwald
BERKSHIRE HATHAWAY HOMESERVICES HOMESALE REALTY - Camp Hill, PA
"Bet"on Central PA Real Estate!

Excellent post, abiding by these tips will certainly make you the shining star!

Jun 13, 2013 09:46 AM #3
Ambassador
3,017,278
Debbie Reynolds
Berkshire Hathaway HomeServices PenFed Realty, Your Clarksville Real Estate Professional - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

If we followed all these points we would have very happy clients and be remembered by them and recommended to friends.

Jun 13, 2013 01:22 PM #4
Rainmaker
229,229
Gregory Manns
HomeSmart Professionals - Palm Springs / La Quinta, CA - Indio, CA
Palm Springs Area Realtor HomeSmart Professionals

Hi Allie,

Terrific blog, yes great follow-up is vital and is so appreciated by the customer.

Wishing you much continued success, Greg

Jun 17, 2013 05:46 AM #5
Rainmaker
43,518
Brenda Swigert
RE/MAX Preferred Group - West Chester, OH
CRS, e-PRO, SRES

A timely and well thought out post.  Putting ourselves in their shoes, is a great reminder.

Jun 17, 2013 05:55 AM #6
Rainmaker
663,780
Jill Sackler
Broker Associate, Charles Rutenberg Realty Inc. "Said and Done!" - Long Beach, NY
LI South Shore Real Estate - Broker Associate

Just perfect and all encompassing as a guide to great customer service.

Jun 17, 2013 06:02 AM #7
Rainmaker
294,853
Paddy Deighan JD PhD
TimeshareLawyers.pro - Vail, CO
Paddy Deighan J.D. Ph.D

today, my number one tip would be...HAVE A LIVE, REAL HUMAN BEING ANSWER THE PHONE when clients call!!! People would flock to such a business

Jun 17, 2013 06:04 AM #8
Rainer
102,784
Rosie Moore
Serving Sugar Land, Richmond, Rosenberg, Missouri City - Sugar Land, TX
Great post! I think the biggest challenge for most agents is patience when working with difficult clients. The old adage comes to mind, "patience is a virtue."
Jun 17, 2013 06:06 AM #9
Rainmaker
344,347
Travis "the SOLD man" Parker; Associate Broker
Team Linda Simmons, Enterprise, AL 36330 - Enterprise, AL
email: Travis@theSOLDman.me / cell: 334-494-7846

#4 - Admitting mistakes. As an "ol'geezer", I can always just blame it on age..... easy to have a laff and get "forgiveness"...

EXCELLENT LIST!

Jun 17, 2013 06:43 AM #10
Rainer
134,550
Monique Ting
INET Realty Honolulu, HI - Honolulu, HI
Oahu Real Estate

Thank you for sharing this list. It's a great reminder! Aloha!

Jun 17, 2013 07:04 AM #11
Rainer
48,548
Tyler Soulliere
Windsor Realtor - Windsor, ON

This is a great little refresher onw how we should treat a client. Made me step back and think about how well I am treating mine as of late. Thanks for the reminder.

Jun 17, 2013 07:18 AM #12
Rainer
405,498
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

All good stuff but returning calls in a timely manner is the best and clearly the most essential.

Jun 17, 2013 07:53 AM #13
Rainmaker
116,141
Marie Edwards
The FoCoHomes Group with - Fort Collins, CO
"We Bring You Home To Colorado"

great post and thank you for the excellent reminder!

Jun 17, 2013 08:15 AM #14
Rainmaker
756,957
Bob Miller
Keller Williams Cornerstone Realty - Ocala, FL
The Ocala Dream Team
Great post and great list. Follow this and you will be successful!
Jun 17, 2013 09:17 AM #15
Rainer
133,134
Deleted Account
Fort Myers, FL

One word about your list......AWESOME!

Jun 17, 2013 10:27 AM #16
Rainmaker
630,589
Scott Fogleman
New Home Team 804-573-9592 - Richmond, VA
New Home Team

Allie- Many great common sense ideas. I like number 9. As agents we cant know everything but eachchallenge is a new chance for us to learn..

Jun 17, 2013 07:12 PM #17
Rainmaker
606,357
Cara Marcelle Mancuso
Long Realty - Dove Mountain, Marana AZ - Tucson, AZ
Call a Marana neighbor, I'm THERE! LONG REALTY

Great list - well written blog.  I just got a text from a client very early this morning to "call" them.  I'm remembering there isn't TONE in a text and I will call them when I finish my coffee and breakfast....

Jun 18, 2013 12:49 AM #18
Rainer
139,815
Keith Whited
RE/MAX Gateway - Alexandria, VA

Great list - - all things most of us know but all too often tend to forget. Thanks for the reminder.

Jun 18, 2013 07:20 AM #19
Ambassador
2,771,683
Bob Crane
Woodland Management Service - Stevens Point, WI
Forestland Experts! 715-204-9671

Thanks for the reminders, unfortunately I do fall short of these ideals too often.

Jun 19, 2013 06:42 AM #20
Anonymous
Blair Helmick
Thank you for this list. It is too easy to become distracted by everything going on. This list brings me back to what is really important.
Dec 13, 2013 09:02 PM #21
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