Create Meaningful, Long-Lasting Customer Relationships
Many property managers spend 80% of their time behind a desk - the last place you’d want them to be. Instead, property managers are ideally suited for customer service positions, giving them the ability to have a direct, positive impact on the experience that property owners have with their property. And recent research data proves that it should be so to gain high client satisfaction while building valuable long-term relationships with your target audience.
Have a Clear System
It sounds like a given, but a solid customer service system can really make all the difference. When someone decides to buy a house, they’re usually doing a lot of comparison shopping, so you want to make it easy for them to be able to research and figure out the best price and the best seller.
That means that a good buyer experience is important. When agents and brokers have a system in place, that helps to put things in order so that it’s easy for them to be able to move things around, do what they need to do, and manage what they need to manage. This system can include a number of things. For example, it can be an Excel spreadsheet that has all the data that’s on file for the property in the right order so that agents and brokers can quickly access it.
Keep Things Organized
If agents and brokers keep all their info organized and in a system, it’s going to be so much easier for them to quickly access it. If they have a set of files, it’s going to be much faster for them to get to that file if they have it in front of them and in the right place. And if they’re already in the habit of keeping things in one place instead of having to find their stuff around the house, they’re going to be a lot more relaxed about doing it. As a result, they’re going to be happier and a lot more effective at what they do. So, keep things organized!
Show People You Care
It’s important to be able to communicate what you’re thinking and feeling about the customer’s situation. Don’t just be a robot. If you’re annoyed, make sure you tell them. Don’t try to act like it’s no big deal if it’s something that bothers you. If you want to take it out on them, it’s something they have control over. Let them know you’re available to assist them, and that you’re not trying to ignore their issue.
Stay in Touch
Always be in touch with your clients and follow up with them within 24 hours of your initial contact. By staying in touch, you’re staying top of mind for your clients, reminding them of your company and its offerings. This will give you the edge over your competitors and position you as the preferred real estate professional. You also have an opportunity to ask your clients for feedback and build a relationship with them.
How do you keep in touch with your clients? Do they get emails, text messages, or other messages? If you know their cell phone number, you can text or call them when there’s an update on their house or you need to ask them a question.
Focus on the Customer’s Satisfaction
A good real estate customer service will not only focus on whether a house is being sold or if a house needs repairs. Instead, a good property manager will look for ways to ensure that a client is completely satisfied. Thus, if you can answer any questions and provide any service that the customer needs instead of trying to sell, you will be ahead of the competition. This will be a win-win situation for the real estate client.
Use Modern Technology
The best way to stand out from the crowd of your competitors and deliver top-notch customer support is by using modern technologies. Luckily, there are many different solutions that will help you out. Thus, instead of dealing with a customer service line for all their queries, users can usually find their answers by chatting with the bot via a messaging app. Alternatively, virtual assistants will help you stay online 24/7 and serve your customers with no delays or long waiting times.
What’s more, by using virtual reality solutions, you can serve your customers better and offer them virtual tours of the objects you are selling. On that note, 72% of companies believe they can use reports from GA and other tools to boost the customer experience. And you can follow their example and start to use analytics software for this purpose.
The technology used for customer service is becoming ever more complex and sophisticated, but this doesn’t mean that you should stay away from it. Employ the available solutions to your benefit.
Do It Like a Pro!
Customer service is the backbone of any business, but it is not always easy to provide top-notch service to your customers. So how can real estate companies make the customer service experience better? With real estate roles being so diverse, good service looks different for different people. That said, there are seven basic tips that we think almost everyone operating in real estate should follow. And we have covered them all in this article.