In business, customer service is a concept that’s well understood and recognized as highly valuable. In real estate, however, it’s a little bit different. Since the customer doesn’t directly pay for your services, it’s a little tricky to determine where the line is between service provider and customer.
Despite this slight disadvantage, the importance of great customer service is not diminished. It will set you apart while bad service will quickly put you out of business.
Since you likely want the first option, here are some suggestions for extending great customer service:
Know Real Estate
This one should be obvious, but it truly is the most important! When you show expertise in your field, you immediately gain trust and respect. The best agents are always experts in their community.
Be a good listener. Understand their goals and hopes, then clearly convey your own. A relationship built on trust and open communication will go much farther. Ask questions, take notes, and make sure you and your customer are on the same page.
Plenty of buyers are needy, indecisive, or overly confident that they know better than you. Understand that a home is likely the biggest investment they’ll ever make, and try to bear with them.
If your client has unreasonable aspirations for a limited budget, be firm in telling them. If there are communities you’re not familiar with, confess it. Honestly on your end will quickly gain trust.
Clients expect communication in various ways. Text your client at the idea of a new prospect. Follow up with various forms of social media. This not only shows that you are well versed in different forms of social media but it also shows the client you’re making an effort to appeal to their unique preferences of communication.
Put yourself in the client’s shoes. How would YOU want a situation to be resolved? You can build trust by showing your clients that you understand how they are feeling, and expressing that you care about their personal happiness.
Customers don’t expect you to be perfect. They expect you to fix things when they go wrong.
Recognize Body Language
Read the things that clients don’t feel 100% telling you. Also be aware of your own: don’t cross your arms or lean to indicate a lack of interest.
Know How To Persuade
Know how to compromise so that the end result is a win for everyone.
Close the Deal
The most important part of any communication process. Also happens to be the part where you get paid!