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If you want to deliver best-in-class customer service in real estate, there’s one principle to follow: make every vendor feel like they’re your only client.
This isn’t about overpromising or theatrics. It’s about structured, consistent, and transparent communication throughout the entire campaign.
The more informed your vendors are, the more confident they’ll feel in your strategy. And that confidence plays a massive role when it comes time to make critical decisions on prices, offers, and next steps.
Speak to your vendors twice a day
This is one of the simplest but most powerful things you can do.
A quick morning check-in and a short afternoon debrief help vendors feel in the loop, supported, and reassured that nothing is slipping through the cracks.
Even if there’s no major update, the act of staying in touch builds trust and keeps the relationship warm.
Send email updates three times a week
Verbal communication is important – but written updates provide clarity, consistency, and a record of progress.
Each email can include:
• Buyer feedback from recent inspections.
• Enquiry levels and online performance.
• Any recent sales or relevant market movement.
• Your recommendations for the next steps.
This gives vendors something tangible to review and refer back to. It also reinforces your professionalism and attention to detail.
Meet face-to-face twice a week
In-person or Zoom-based meetings help build rapport and reduce misinterpretation. These sessions are ideal for:
• Reviewing price and strategy.
• Presenting buyer interest.
• Addressing any concerns before they escalate.
Regular meetings make vendors feel like true partners in the campaign, not just observers.
Create a WhatsApp group with all stakeholders
To streamline updates and centralise communication, I recommend creating a WhatsApp group for each campaign. Include:
• Yourself
• Your sales associate or team members
• The vendor
• Auctioneer (if applicable)
• Solicitor or conveyancer
• Sales support or campaign manager
This creates real-time transparency and reduces delays or confusion. It also prevents “information gaps” where vendors might start feeling uncertain or frustrated.
When everyone’s in the loop, trust builds – and doubt disappears.
Outstanding vendor service doesn’t require overcomplicating your day. It requires discipline, structure, and a mindset that prioritises the seller experience.
Because when a vendor feels supported, informed, and heard – they’re far more likely to trust your advice, accept your recommendations, and ultimately get the result they’re after.
Make them feel like they’re your only client, and you’ll become their agent for life.
Adrian Bo is the CEO of Adrian Bo Real Estate Training and Auctions.
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