Great Customer Service is where it all starts and ends!
With all the competition and technology that is available today Agents have to work harder and spend more to attract clients. As with my last blog "Are You Farming Your Past Clients?" it is more cost effective to receive referrals and repeat business than to attract new customers.
Savvy Agents know that if they provide great customer service this will give them the edge over their competitors and their business will flourish even in a down market.
These are the rules that I apply to my own business for online Real Estate Assistant services:
Make Service A Core Value - In my opinion real estate is not a sales industry, it is a service industry. Therefore, from the first time we meet the client customer service must be our priority.
Be Trustworthy And Honest - If your client thinks you are being dishonest then you will lose them. Tell them the truth, not what you think they want to hear.
Do Not Make Promises Unless You Intend To Keep Them - Reliability is the key to great customer service. If you say that you are going to send them the information immediately, then send it. Remember "Under Promise and Over Deliver".
Listen To Your Customers - When your client tells you exactly what they want or what their problem is listen. Then look to give them what they want or to solve the problem.
Deal With Complaints - None of us like to hear complaints. But remember "the customer is always right" even if sometimes they are not. If you can satisfy their complaint you will reap the benefits of good customer service.
Communicate Effectively And Frequently - How many times have you heard that they never hear from their Agent. You may be working hard but if you don't tell them then they assume the worst. When you do communicate make it short and to the point.
Ask And Use Feedback - This is important if you want to improve and excel at customer service.
These are my core values when dealing with my clients. What are Yours?
Remember your online Real Estate Assistant is an important member of your Team!
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