4 Customer Service Tactics All Realtors Should Employ

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It might seem like real estate agents don’t have to worry about customer service. After all, their clients don’t pay them directly. However, the key to building a healthy clientele in real estate revolves around being able to please clients. When clients are happy, they’ll share their success with others. It will ultimately lead to a larger clientele that’s likely to stick around and spread the good word.

Many real estate agents aren’t worried about customer service because their clients don’t technically pay them up front. They perform their duties with professionalism, but focusing entirely on the customer experience in every aspect of their businesses isn’t the priority for them. However, studies show that putting customer service on the back burner is a major mistake.

Expectations regarding customer service in all fields have risen exponentially in the last decade. Thanks to the demand for great experiences in every venue, it’s six times more expensive to acquire new customers as it is to keep your current ones. Also, when you have a bad customer experience in the real estate world, people are twice as likely to hear about the bad experience as they are a good one.

The power of good customer service in real estate should not be underestimated. Here are some important strategies real estate organizations should take into consideration.

1. Employ Technology

Technology offers unparalleled amounts of information that can boost the overall customer experience. We can use websites, apps, social media, and analytics tools that make marketing and lead generation easier than ever before. Consumers have become accustomed to the power of technology in making their lives easier, and organizations can use that to their advantage. Check out this article about the technology habits of successful realtors for some inspiration.

2. Develop a Good Website

The most important technological advancement realtors can use is a great website. All other marketing, social media, contact information, and resources can be linked back to the site.

A good real estate website should be optimized for listings, with mobile search, map features, and an updated news section. It should have easy-to-use navigation and information about the area that’s being promoted. See this website from a realtor in North Carolina for a good example of a website that customers can support and easily use.

3. Build Relationships

Realtors don’t get very far if their clients can’t learn to trust them first. One of the best ways to build stronger, more trusting relationships is through open communication. When a client asks a question, a realtor can respond with a clear, honest answer, even if that answer might be something the client doesn’t want to hear.

Realtors should also commit themselves to being available. This doesn’t mean you need to work around the clock, but when you set your office hours, make sure clients can actually reach you. There’s nothing that feels shadier to clients in the real estate business than an agent that never seems to be around.

4. Use Professionalism

Dress and appearance is the first step in professional customer service. Casual clothing should not be part of your dress code when you’re on duty. Realtors should also be well-groomed and avoid outlandish hairstyles or makeup trends that send a message of unprofessionalism.

Polite communication skills are also important for establishing yourself as an expert in the field. Avoid telling the customer they’re wrong, but make sure they understand why choosing the wrong option might be negative when looking at properties. Practicing your communication skills can go a long way in cementing your relationships and retaining a strong clientele.

Competition in the real estate business can be incredibly fierce, and the smaller your organization is, the harder it will be to develop a good following. Your customer service skills can set your business apart in everything, from lead generation to client retention.

Larry Alton
Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.

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