Customer Service is almost becoming a lost art. When we actually get exceptional service most of us are shocked and pleasantly surprised. But real estate is all about customer service. I've read articles for years on how the real estate industry is trying to make the process automated from Rocket Mortgages to DIY MLS listings or discount brokers, (not that discount brokers can't offer good customer services). But no matter how automated the process gets, this will still be a service based industry. We're not selling real estate, we're selling ourselves. It's a business built on referrals and repeat business so our customer service better be top-notch. With that in mind, here are what some agents and brokers are doing to improve their customer service.
Go the Extra Mile
"Not just doing your job but going above and beyond whenever possible to really WOW the client. Provide additional information that may not have been requested, help them consider questions to ask they may not have thought about, be proactive in everything rather than reactive and show appreciation whenever you can. Going the extra mile means thinking outside the box to provide your client with everything they may need and more." Coastal Realty - Coastal Florida Real Estate
The art of being empathetic takes practice. I don't believe it's something we're both with. It's much different than sympathy. Empathy puts you in their shoes, feeling how they react to certain things so if you can do that, you can deliver even bad news. How would you like to hear the news that your offer was rejected or that your financing fell through? Probably with some solutions on how to correct things for the future.
"Clients may know you have other clients but they don't really want evidence of that. They want to know you're with them. They want immediate follow-up and have expectations as to how the process will go. If you're in the moment with them and engaged, they will feel special and feel like you really understand them. This goes along the lines of empathy as well." - Buyers agents and property advisors in Sydney Australia Hunter James
Too many agents or brokers get bogged down in the business part and forget to be 'on' in front of the client. I remember an agent screaming at someone over the phone in the office as potential clients walked in. They walked back out. If you're not speaking to everyone in a real estate transaction as a human and you disregard people's feelings or even the appearance of how things may look, you're missing the point. You're on all the time.
"Show your gratefully and thankfulness every chance you get. Not only will your clients and those around you notice but it will do something to your psyche. You're re-wiring your brain to be more appreciative and therefore happier in general. One thing begets another and those around you will feel valued and appreciative as well." - Steffy Hristova Scottsdale Realtor®
My son says, everyone should go above and beyond to clear up any miscommunication. It's true! If you over-explain and use clear, concise words until you are clearly understood, your clients and everyone around you will be thankful and feel like you truly want what's best. Be extremely communicative. There is no reason for not keeping your clients updated on every aspect of the transaction and process. Stay away from industry terms that could confuse or frustrate clients.
We all want to have better customer service. Just being attentive to these points and reminding ourselves of them can help keep us moving forward in our business and our winning reputation can precede us.