Top 7 Customer Service Best Practices For Real Estate Agents

Posted by Wendy Poltorek // June 30, 2021 // Blog / Cleveland / Featured / Selling Your House Fast / We Can Buy Your House // customer service ideas / Empower Potential Clients / exceed client expectations / Keep Clients Informed / real estate customer service ideas

In today’s fast-paced real estate world, keeping up with your clients is very crucial. They expect answers almost instantaneously and rely upon you, their real estate agents, for accurate, thorough answers often within minutes of asking. A polite, professional, personal, and patient response to inquiries equal satisfied, lifelong clients. Being skilled and fluent in the real estate business all but required to exceed customer expectations.

Providing your clients with excellent customer service and delivering it cost-effectively is easier said than done. Below are some real estate customer service ideas and best practices you may follow to help you delight customers and build loyalty:

1. Express Genuine Care — Making a sale is a top priority. But you can’t treat customers as just another transaction. You have to do more. You need to show genuine concern by doing the small things, like make meetings on time, actively listen to what clients are saying, not interrupt conversations to answer your smartphone, communicate regularly with clients, and manage their expectations.

2. Respond To Unexpressed Needs — Service providers need to respond not only to clients’ expressed requirements but also their unexpressed needs. But be patient with clients. They don’t always know what it is they want. If they don’t, try to help them figure out what they need by asking leading questions. Answers to these questions can help you unearth information that can reveal customers’ unexpressed needs. They can also help you better understand clients’ preferences.

3. Create Personal Experiences — Creating experiences for customers is excellent. But it’s not enough. You also have to create unique and memorable experiences like sending birthday cards to your clients and their children as well. If they have kids, update them on schools in the area. On a hot day, bring some water or lemonade.

4. Provide Actionable Suggestions — As a service business, your job is helping clients solve their issues. So, don’t answer clients’ questions with pat answers. Instead, provide actionable suggestions, like how to spruce up the home’s interior, so it sells better or improves a house or property’s curb appeal. Also, respond to clients’ questions honestly, truthfully, and diplomatically. That will make their service experience more seamless.

5. Keep Clients Informed — Tell clients what you’re doing through every step in the process. If you’re selling a house, make sure clients know what you’re doing to sell the property. You don’t want clients calling you for an update. Instead, get to them first based on their calling preferences. Clients will appreciate your efforts – if they like getting updated by phone or prefer emailing back and forth.

6. Differentiate Yourself From The Competition — Make it easy for clients to choose your services by differentiating yourself. Some companies do it by having the lowest prices around. That’s a hard strategy to execute in a service industry. Specializing in a niche, on the other hand, separates you from the pack. Plus, clients like dealing with people that have the same passions and interests as they do.

7. Empower Potential Clients — One way to empower clients is to help them help themselves. Offering classes on financial literacy to explain to clients what options are available to them works well. So, do things like having knowledgeable speakers address critical topics in real estates, such as the outlook on the housing market or workshops on short sales. Doing these types of things can convert potential clients into customers.