Providing excellent customer service is imperative in any service-oriented business, but perhaps even more so in real estate. More often than not, the reason a customer chooses one particular real estate agent over another is simply a better rapport and comfort level of being treated right. If you are in the real estate business, you need to be aware of the following five key customer service tips, and be prepared to implement them immediately.
Don’t just stand there with the appropriate head nod inserted every ten seconds or so, actually listen closely to what you customers are telling you. Focus on the details and store them away in your memory bank or even make a note in your smartphone for later. Don’t necessarily start writing down every word they say though. By doing this, you may be paying too much attention to note taking and not enough attention to what they are actually saying.
2. A Little Kindness Goes A Long Way
Gone are the days of the pushy real estate broker who tries to sell a broken down, 100-year old shack as quaint and cozy to the family of seven. Lay off the sales persona for a little bit and let the customer service professional shine. Be friendly and approachable instead of smarmy and aggressive. If the property is right, the customer will want to buy it, and all you have to do is be likeable enough for them to want to buy it from you. Alas, as everything else is in life, a little kindness definitely goes a long way.
3. Communication Skills
To be a successful realtor, you are going to need elite communication skills. Don’t be afraid to pick up the phone and speak confidently, infuse appropriate facts, and ask poignant questions when you need information. You should be an equally effective communicator in email, which is a whole different ball game because you can’t always accurately express the proper emotion or tone in email. Therefore, the need to choose your words carefully is even larger for electronic communication. It’s not much of a leap to say, the better communicator you are, the better realtor you can become.
4. Be A Social Media Butterfly
The great thing about social media sites like Facebook, Twitter, and LinkedIn is that they are all mostly free. The only thing you might have to pay for is some premium membership plans, which probably aren’t even necessary. Invest some time into establishing yourself effectively on social media, so customers can find you and continue a conversation with you online. Post your listings on your own website and as many social media outlets as you can to acquire the greatest amount of business traffic.
5. Relationship Management
Especially in the world of residential real estate, you are likely to be involved in some of the biggest moments of your client’s lives. Buying a house is a huge investment and buyers are going to want to share that with an agent they trust and feel they have a good business relationship with. Take the time to get to know your clients. Don’t be afraid to ask personal questions, without getting too personal of course. It doesn’t hurt to even spring for a light lunch every now and then, or even buy a gift basket if you remember a special day for them. It’s the little things that will build and manage an effective business relationship. This will allow you to separate yourself from the masses of cold, strictly business realtors out there.
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