Providing a high level of service to each and every one of my clients is first and foremost to me... and should be to all agents. It leaves them with a very positive mindset of a great experience, working with knowledgable, trusworthy agent, who knows he/she has their best interests first and foremost. Referrals are most likely going to come your way when a member of their family or a friend need the services of a real estate agent. When my clients are happy, I am happy and it provides me with a great sense of satisfaction of a job well done.
I am fortunate I work in an office where the Broker keeps ALL the agents accountable for providing a superior level of service. Collectively as an office, we have a very high rating from clients who complete a survey after their transaction, a rating of 4.95 out of 5.
When an agent falls short of providing professionalism in their conduct or actions, or receives negative feedback from clients, the agent is called in to the broker's office to discuss how they can improve. We sometimes think we are providing what our clients need and think everything is okay, but when we get our survey back, we learn where we may have fallen short. This provides us the opportunity to improve in that area... Our Broker provides assistance or training to improve their level of service.
This provides an environment of a win-win situation for both the Broker and agent, for when the Agent is successful, so then is the Brokerage. Our office provides a variety of resources and training to help not only the newbies, but we seasoned agents, as well staying on top of the newest tools for realtors, and social media.
Sometimes it all comes down to communication, or the lack thereof between the client and the agent. It is so imporant to keep the communication flowing, so you know if you failing to meet their requirements.
If the agent does not improve after a reasonable length of time, they are invited to move to another brokerage as they are failing to provide the level of service my office expects from their agents and one Better Homes and Gardens Real Estate is committed to. We are a brand not only helping people buy and sell homes, but providing them with a lifestyle...
For some... it is a no brainer, because we already provide a high level of service one would expect, and deserve from a real estate professional. For others it is a learning experince and an opportunity for them to raise the bar....
Remember, providing great service is the most important things to clients...which comes back to you 2 fold in the way of referrals!!
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