Editor's Note: Take a look at our featured best practice, Multichannel Contact Center Strategy (27-slide PowerPoint presentation). In the increasingly competitive business scenario, the end-to-end customer experience and delight has become a new area, which no one can afford to neglect. It is of paramount importance to deliver superior services with differentiated experience, while aligning with the ever-changing customer [read more]
Also, if you are interested in becoming an expert on Customer-Centric Design (CCD), take a look at Flevy's Customer-Centric Design (CCD) Frameworks offering here. This is a curated collection of best practice frameworks based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. By learning and applying these concepts, you can you stay ahead of the curve. Full details here.
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Despite the rumbles caused by COVID-19, the real estate industry is poised for growth. According to the Bureau of Labor Statistics, the real estate broker and agent workforce is predicted to grow by 11% through 2022.
Yet, despite the growth projections, Realtor.org reports that many agents don’t get past the rookie stage, with 70% quitting within the first two years of business.
So how can you ensure you get quality leads, convert them into sales, and keep them coming back and referring you to their friends? You guessed right; Provide excellent customer service.
Real estate is unquestionably a customer service industry and the way you communicate and interact with your clients will determine your business growth and success. In this post, we’ll share some golden tips to help you improve customer service in your real estate agency.
1. Be Friendly
Making a sale is a top priority for all agents.
But, you can’t treat a customer as just another transaction. Keep in mind that how you treat a customer can make or break a deal.
That said, you’ll want to go the extra mile to express genuine care, by doing the small things that matter most to your customers. These include contacting them regularly, making meetings on time, listening to their needs, meeting their expectations, etc.
2. Use Smart Customer Relationship Management Tools
To improve customer service in your real estate agency, you’ll need to have the right tools in your arsenal. Whether you’re buying or selling homes, these tools can help you with the different types or levels of services required.
A Real Estate CRM
A smart real estate CRM will help you in managing various aspects of customer relationship management like contact management, sales force automation, and follow-ups.
Transaction Management Software
Robust transaction management or broker management software, like Paperless Pipeline, will help to eliminate the common pain points in transaction management and help agents do what they do best—interact with buyers and sellers. It will also help you create appointments, set reminders, and deadlines so you’ll always meet your client’s expectations.
3. Connect Where Your Customers Are
Having an online presence is not enough. You’ll want to connect with your customers on the platforms they use most.
To achieve this, you’ll first need to know your target audience. Who are they (age, interests, etc.) What are their buying behaviors? Where do they spend most of their time on social media? Answering these questions will help you engage and serve them better.
For instance, if you’re targeting millennials, you’ll need to post your listings on Facebook, Instagram, and Twitter. By using these 3 platforms, you’ll be able to connect and even interact with them on a personal level.
4. Respond Quickly
Realtors will tell you that an hour represents a year in internet time.
Prospects who don’t hear from you in the same morning or within the specified time are likely to switch to a more time-conscious agent. Today’s home buyers expect speedier services than ever and will opt for brokerages that can deliver fast results.
5. Listen to Your Clients’ Needs & Demands
Communication in real estate should be a two-way process.
Don’t do all the talking. Give your clients time to share their needs and concerns during the house buying process. Listen to what they are saying without interrupting them, take notes of their needs, then alter the process to meet their demands.
By following these tips, you’ll be able to meet your customer’s expectations and take your real estate customer service to the next level.
136-slide PowerPoint presentation
Enhance your organization's CX with our Delivering Service Excellence PPT. Equip your staff with the skills to create quality customer experiences, differentiate from the competition, and build trust and long-term relationships. Learn to manage emotions, deliver personalized service, and apply the
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Gain the knowledge and develop the expertise to become an expert in Customer-Centric Design (CCD). Our frameworks are based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. Click here for full details.
In the modern Digital Age, advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global customer. Recent economic and political events highlight the need for organizations to understand how consumers view the world and the most important attributes for their purchasing decisions.
Thus, increasingly more organizations are seeking to invest and focus on Customer-centric Design. A clear understanding of customer needs and behaviors across the organization will help drive profitable growth strategies and provide the confidence to invest in opportunities at a time when staying within budget can be extremely difficult.
Learn about our Customer-Centric Design (CCD) Best Practice Frameworks here.
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