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From his humble beginnings in a fast food chain to becoming the number one Ray White agent in NSW, Gavin Rubinstein has always put his customers first. He shares his customer service ideas with us.
1. Know the game
Mr Rubinstein, of Ray White Double Bay, says it is important to remember that real estate is a service-based business.
“A lot of agents lose sight of that,” he says.
“Ever since I started earning money, I’ve always serviced people. Over the years, my roles have been different, but my mentality has always stayed the same.”
2. KISS
Mr Rubinstein says it’s not “out there” tactics that get results, but a simple, consistent approach to meeting customer expectations.
“Every marketplace has hundreds of agents to choose from and vendor needs haven’t changed,” he says.
“Sure, they want information quicker, but they aren’t looking for out there ideas. They just want an exceptional result.”
3. Want more
Mr Rubinstein says he always puts in extra effort when he is servicing his client base.
And it is reflected in his customer satisfaction rating, 95 per cent of his customers say they will use him again.
“One client even commented that me and my team’s approach made the selling experience exciting as opposed to stressful,” Mr Rubinstein says.
Today, more than 40 per cent of his business comes from client referrals and he’s keen for that number increase.
“The best business is referral business, so with every client interaction I’ll always ask myself if it is an opportunity to create a referral. The reality is, you can only generate referrals by seriously impressing someone.”
4. Teamwork
Investing in a dedicated team is one of the best things you can do, particularly when working on the listings presentations, Mr Rubinstein says.
“Our vendors want their property to look the best that it possibly can and they want it to sell for as much as it possibly can.
“You’d be surprised where an extra 10 per cent effort will take you.”
5. Nurture the buyers
Mr Rubinstein says any buyer who is savvy will see the work and loyalty you put in with your vendor and will want a piece of that action when they become sellers.
“The buyers who become your next clients, or recommend you to their friends, walk away from the experience thinking there is no other agent to use.”
