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Nail these four customer service rules and it will be you sellers call when they feel the seven-year real estate itch.
In a seven-year cycle, agents list hundreds of properties and engage with thousands of buyers and sellers, but a home buyer engages with an agent only once.
Nail these four customer service rules, says Andrew James, director at hockingstuart Armadale, and you’ll be the agent they think of when it comes time to sell.
1. Keep talking
You need to be reliable if you want to build trust, and communicating effectively – and promptly – with your existing clients is sure-fire method.
“Touch base with your database regularly and thoughtfully, and respond to emails and phone messages promptly,” Mr James says.
“If you say you’re going to do something, you do it.”
2. Be a know-it-all
Knowledge is power, especially in real estate. Buyers and sellers expect real estate agents to be experts in their local market and in the broader property economy.
“Home owners ought to know they can approach you with any questions, such as ‘What does the federal election mean for my property’s value?’ or ‘What season is best to list my home?’, and that you’ll be able to give them a considered, well-researched answer.”
3. Clone yourself
Assemble a team that will look after your clients the same way you would.
That way you can rest assured your clients are always being well looked after, even when you are not around.
“If you’re away sick or take a holiday,” said Mr James, “you need to be sure that your clients won’t feel left out of the loop and that there’s someone who can answer their calls and keep across all the details of their listing.”
It’s also good practice to employ staff whose skills complement each other’s.
4. Do more
If you always go the extra mile, your clients won’t feel as though they’re just another transaction.
“Make every effort to exceed their expectations and leave no stone unturned to find the right leads.
“For example, our team ensure they’re available outside of business hours on weeknights and on Sundays to assist buyers who are short of time during the work week.
“This shows your client that you’re committed and willing to guide them through the process in order to get them the best results,” he said.
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