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How To Give Your Real Estate Clients The Best Customer Service Possible

By Jamie Richardson | December 14, 2018

Becoming a successful real estate agent is all about service and providing a quality experience for your clients. The market can be an intimidating and stressful place for home buyers, and it is your job to gently guide your clients through the process and create a memorable experience. The more pleased your clients are, the more likely they are to recommend your services, and real estate is all about the referrals.

Emotions and stress can run high when buying a new home, and it can often fall on you to help ease your clients concerns and make them feel more comfortable and confident during the process. Understanding your clients needs and putting yourself in their shoes are an imperative part of being a quality real estate agent.

In real estate, you are not just dealing with buildings and houses, but people and families. Being sensitive to your clients’ needs and providing service that is over and above the expected can help you build a reputation as a reliable and effective agent. Always be available to address questions and concerns while keeping your clients up to date on every aspect of a sale.

As an agent, you are familiar with all of the logistics that can go into purchasing a new home. Using your experience to benefit your clients in ways that they may not expect can go a long way to leaving a positive impression. Things like providing area school ratings for parents, information on the local HOA and even suggesting the best removals company for the move are all easy ways to let your clients know that you have their best interest in mind. Take a look at some of the basic customer service essentials that every real estate agent should be focusing on to help increase their business and guarantee satisfied buyers.

Be Engaged
Don’t be afraid to get to know each of your clients and their families. The stronger personal connection that you can create with a client will help them to develop a stronger trust in your guidance and make the process move forward with more confidence.

Always follow up quickly with all of your clients. You may not be able to give immediate responses to every query, however, response times can be critical on important issues. Make sure that you are taking the time to gather all of the information needed and get back to your clients as quickly as possible. Even if an issue needs more research, let your clients know that you will look into it and get back to them shortly.

Being a realtor is not your typical 9 to 5 job and you should expect to be available to your clients at their convenience and not yours. This doesn’t mean that you have to roll out of bed and immediately answer a 2:00am email, but you should always address any issues as quickly as possible.

Clear Communication
In the information age, there is no excuse for not keeping your clients updated on every aspect of the buying or selling process. An easy way to ease the anxiety of your clients is to make them feel like they are fully informed from start to finish. Information can be a powerful tool and sharing what you know and giving advice is an important part of building good customer relationships.

All of your client communications should be done in a professional manner with well thought out emails or friendly phone calls. Always use familiar language and stay away from industry terms that your clients may not be familiar with that can cause confusion.

Work With Empathy
You may be on the other side of the buyer's table, but you need to remember what that can feel like, and make yourself a valuable guide to your clients. Buying or selling a home can be a highly emotional and stressful time and your clients will be relying on your professional experience to help them find their way.

Even in stressful situations with difficult clients it is always best to practice patience and understanding. Just because you are an expert in the real estate field doesn’t mean that your clients are not intimidated and nervous about the process.

Jamie is a 5-year freelance writer who enjoys real estate. He is currently a Realty Biz News Contributor.
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