Real Estate Customer Service

Customer service is all about who? The customer! The key to great customer service is having these three qualities.

1. Empathy
2. Adaptability
3. Clear communication

EMPATHY -This will lead you down the path of success. Empathy begins with listening to your client, understanding the emotional attachment that comes with buying and selling a house, and catering to that need. All quality customer service has empathy at its center. A great way to practice this trait is to mentally walk through all the steps that come with home-buying or selling. Note pain points that you had when you went through this process or pain points you have witnessed through your experiences. I struggled with the down payment of the loan amount increasing and decreasing throughout the process. I never knew how much certain numbers fluctuate and I had a hard time with that because I like to have all my finances nailed down in advance. I tend to reflect on that experience to relate to my buyer throughout the buying process. This is how I can give individual customer service based on my experiences. Also, it is important to anticipate your client's needs before they ask. They will love that you are listening and that you are one step ahead. Strive to connect with every one of your clients on a personal level.

ADAPTABILITY –This value is more important than ever when you are in an industry that is centered around commissions. Mostly because if you are only conducting showings or working during certain windows, then you are missing opportunities for sales. Let’s talk about how adaptability relates to customer service. You can adapt to your client by knowing their work schedule and planning accordingly. A key factor in customer service is knowing the market climate. If you know that a house with sell in 2 hours, adapt. Have a plan. Prep your client that if they already know they love this house that you all should sit down and write an offer before we go see it and have it ready to submit before we leave. Talk about all the different ways they can write and stronger offer and mention what the closing costs mean to them and the seller. Adaptability also means being able to work on the fly. If you are at the gym and you end up in a situation where you could have just met a potential client- adapt! Put on your realtor cap and begin asking questions that tell you what their needs are.

CLEAR COMMUNICATION –I have saved the best for last. Good communication leads to long-lasting relationships. Make sure you are prompt and punctual with your responses. NARS website says that 90% of people expect a response from their realtor within the first 24 hours. Don’t let this statistic overwhelm you, but instead, use it to stop yourself from procrastinating. If it takes less than 2 minutes, get it done first. A good attitude is a key to solid communication. Change your mindset from “making a sale” to “making a difference.” This will brighten your perspective on your work and in turn, make you a better realtor. You should have a conversation about communication preferences right at the beginning of forming client relationships. Go over if they prefer text, calls, or emails. Talk about if they are available on nights and weekends or weekday mornings. This will keep expectations in alignment and minimize miscommunications. Finally, remember to be yourself! Authenticity is always best policy.

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