Improving Customer Service in Your Real Estate Agency

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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.

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