Tips to boost your real estate customer service skills
Real estate is a customer-first industry. Having excellent customer service skills could land you future referrals and have repetitive clients. It is the backbone of the industry, and not having its structure can cause you to lose potential clients.
Excellent service looks different for everyone. With today’s competitive industry, especially in popular areas such as Manhattan, knowing how to serve your client is crucial.
1. Be Transparent and Straightforward
In this time of real estate, where houses are like hotcakes and are above the asking price, you must keep things transparent and straightforward with your clients so you can make clear expectations.
One of the most important ways to build trust with clients is to ensure that both parties needs are addressed. Make sure to be familiar with buyers' current inventory, average home price, activity, and the entire process of the whole experience. It is essential to have realistic photos of the home and have a detailed presentation about the property readily available.
2 .Understanding needs
Everyone has their reasons as to why they are looking to purchase a home, so it is essential to understand their needs fully, especially in a time with limited inventory and a competitive marketplace.
It would be best to ask your clients to understand where they are coming from indeed. Are they purchasing a home because they need additional space for future kids? Are they currently going through a divorce? Adding a personal touch through the process would help the clients feel more secure and build trust.
3.Consider an autoresponder and set an emergency line
Based on research, over a third of customers expect a quick response, typically an hour. If they wait longer than that, they will take their business somewhere else.
With people reaching out at different times of the day, it can be pretty challenging to respond to them all immediately. Having an autoresponder would help you keep in touch with your clients quickly and effectively. It may not address every situation but it is helpful to let your clients know when staff can respond to their requests. In the autoresponder, you can also place an emergency line, so they will see the number to contact.
4.Be a consultant and not a convincer
Don't focus on how to serve you or your company-instead focus on the customers. Hard-selling won't cut it for a long time. It may result in your clients not doing business with you anymore and recommending you to others. Practice consultative selling, be an advisor to your clients, and help them find the best solution to their needs. Stay with them throughout the process as it ensures them that you are invested in them and reinforces trust.
Real estate is a competitive market and requires consultants to play different parts. Providing excellent customer service speaks volumes for your and the company.
Follow these tips to boost your real estate customer service skills!
ExpLiMO provides high quality leads on a daily basis and offers a unique opportunity for Manhattan and Brooklyn real estate agents to prospect for expired listing leads and grow their business exponentially.