How to Give Your Clients the Best Real Estate Service

Services for Real Estate Pros with Personal SEO - Website SEO and Real Estate Marketing

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

Be Empathetic

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.

Be Engaged

"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

Be Kind

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.

Be Appreciative

"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®

Be Clear

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.


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Personal SEO Tim and Tammy Emineth

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Tim and Tammy Emineth have owned Personal SEO since 2004. We focus on SEO first whether it's blogging, images, website design, IDX solutions and calls to action. We operate with a Storybrand philosophy to encourage more traffic to your site, more eyes on your content and more leads to your business. Call us or email us for a free website audit.

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LaShonda Solomon
Atlanta Communities Real Estate Brokerage - Kennesaw, GA
Serving Cobb, Paulding, Douglas, Bartow Counties

Thanks for sharing this inforamtion Tammy.  Oftentimes, when I am the customer and I encounter bad customer service, I strive to always remain kind and professional.  I also strive to provide my clients with the type of service that I expect from others.  

May 06, 2019 10:33 PM #1
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good morning Tammy - I agree with all of your points.  While the Internet can offer a weath of information the agent curates than and helps the client.

May 07, 2019 03:36 AM #2
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Tammy,
It is sad that we seem to be surprised when we get exceptional service, isn't it?

May 07, 2019 05:47 AM #3
Donald Horne
Lapeer, MI
Team Success Listing LLC

Great post Tammy.

May 07, 2019 06:16 AM #4
Dan Hopper
Dan Hopper - Individual Proprietor - Westminster, CO
Denver Realtor / Author / Advocate/Short Sale

Communication is of such importance when providing the "customer service", as defined by your client.  Too often we try to define it... remember, what is fair or good to the client, may NOT be your definition of "fair and good".  Ask the right questions to be CLEAR!  Very important topics,  !

May 07, 2019 08:52 AM #5
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Tammy Emineth Great and ON POINT Message on giving clients the BEST in RE services.

May 08, 2019 06:42 PM #6
Teri Pacitto
Compass - Westlake Village, CA
Real Estate, Your Style...Your Home...My Specialty

Tammy this is an excellent post. Your first sentence is so valid in so many aspects and a hot topic in business today. Customer service is a lost art. Without this one segment of our business - we have no business. Thank you for sharing this.

May 08, 2019 07:13 PM #7
Jackie Adams
ERA Archibald Real Estate - Idaho Falls, ID

Tammy, this is such a great post.  Appreciation, gratitude and kindness go such a long way.  It's so important in our business.  I loved your blog and agree with everything you said.  I'm in a Relationship Marketing business built around showing appreciattion and doing the very things you discussed here.  I love this topic.

May 08, 2019 08:35 PM #8
Bruce Hicks
Best Homes Hawaii - Honolulu, HI
Your Lifetime Friend/Helper!

a big kind smile on your face and in your voice goes a long way Tammy Emineth thank you for always sharing!

May 08, 2019 09:38 PM #9
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Good points. I'll add that I really appreciate it when my clients thank me for my service!!

May 09, 2019 07:40 AM #11
Greg Mona
eXp Realty - Chandler, AZ
Professional Real Estate Representation for YOU!

Great points, Tammy Emineth. In my personal experience, even those who choose to go it (mostly) alone with their own purchase or listing still want/expect some sort of customer service, and I agree with them. We are in the service industry, yet many of our brethren seem to forget that at times.

May 09, 2019 08:39 AM #12
Rose Mary Justice
Synergy Realty Pros - Dandridge, TN
Synergy Realty Pros

Love your post.  Customer Service is very important.  Communication is key to Good service.

May 10, 2019 06:49 PM #13
Kat Palmiotti
406-270-3667,, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

These are all great tips - especially the one where the agent was screaming at someone on the phone. Kindness is a must at all times.

May 11, 2019 03:14 AM #14
Sheri Sperry - MCNE®
Coldwell Banker Realty - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Tammy Emineth - With the advent of the internet, clients can do their due diligence in picking a real estate agent so you need be on top of your game!

May 11, 2019 08:20 AM #15
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Tammy what an awesome post and there should be a Gold Star attached to this post... your are so spot on, Endre

May 11, 2019 10:24 PM #16
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Tammy Emineth ,

I'm so glad that Carol Williams featured your post in her Second Chance Saturday post. I'm so surprised the AR gods didn't wave a gold star your way. Excellent post. My business is based on exceptional customer service which is why I have so many repeat customers. I've found rather than always chasing Internet leads I keep in touch with my sphere and customer base and I have plenty of business because of the reputation I have built.

May 12, 2019 05:07 AM #17
Jeff Dowler, CRS
eXp Realty of California - Carlsbad, CA
The Southern California Relocation Dude

Hi Tammy:

You are spot on here...great service seems to be rare these days, and no doubt it's somewhat true in our business, too! These are great suggestions, and so easy to implement!


May 12, 2019 05:36 PM #18
Jeremy Weinberg
Park Place Realty Associates - Lake Mary, FL
5th Generation Floridian/Real Estate Industry.

Customer service is definately a lost art. But in times of depression there's a time for opportunity. By simply calling people back or answering an email within 2 hours sets you off from the rest. It's a great time to be in real estate or business as this easy trick called customer service makes you look that much better to your clients.



May 17, 2019 02:44 PM #19
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