Clients take priority for professionals working in a service-based industry like real estate. Prospects will likely want to work with the same agent again after having a high-quality experience, and they might even refer others to working with their agent. To ensure you’re always putting your best customer-service foot forward, a recent Forbes.com article highlights common traits that many successful service-based businesses share.
Agents and brokers alike can brush up on the following tips to certify service excellence when working with clients:
Listen and ask for feedback. One direct method for gauging how you’re doing with clients—and how your agents are doing serving clients at your brokerage—is to ask. Whether it’s a follow-up letter, phone call, or emailed survey, showing that you appreciate customer feedback to better your business can have a big payback. Even making small adjustments can be inexpensive and beneficial to your reputation as an agent who cares about feedback.
Communicate often. Whether you’re running late or discover unexpected costs when working with a client, there’s nothing worse than not keeping them informed properly about your situation. Consumers’ time and money are both invaluable commodities that agents need to handle with respect and professionalism. Always communicate the appropriate information with clients in a timely manner, and be available for their response.
Say “no” at the right time. There are times when it’s acceptable to turn down a client’s request or business, especially when it’s the right move for both parties involved. Although real estate is customer service-forward, the customer is not always right. You are the expert in the service you’re providing, and as a real estate professional, you don’t have to compromise your value or integrity for a client.