Many real estate agents feel that they go above and beyond to assist their clients during the real estate process. In reality, many buyers and sellers are left less than impressed with their agents, complaining that their agents didn’t keep in touch, kept them out of the loop and did just enough to earn their commission. Ouch—none of these are complaints you want to hear, especially if you want to work with them again or want them to refer you to their family and friends. So how can you exceed their expectations and offer them great service? Here are a few tips:
1. Ask them about their preferred method of communication. Some people may prefer a phone call, while others prefer to hear from you by text. Although preferences may be generational, don’t assume that your younger sellers prefer to communicate by text or that your older sellers prefer carrier pigeon. During your initial meeting with them, ask them how they prefer to be contacted.
2. Ask them how often they’d like to hear from you. When you meet with your clients initially, explain how you work and discuss your Client Appreciation Program. Although we recommend contacting your sellers weekly to update them on interest in their home, adjust your frequency to mirror their preferences. While some clients may want a daily check-in, others may prefer to hear from you every other week. Remember to update their preferences in their profile in Referral Maker® real estate CRM.
3. Arrive at the listing presentation prepared. One of the best ways to show respect is to arrive at your meeting prepared. If your meeting is a listing appointment or even a check-in with an active seller, this means a tablet or laptop and even a notebook and pen. Bringing a tablet or laptop gives you quick access to local statistics, your sales statistics and other information. A notebook and pen allow you to take notes about your clients, their expectations and other pertinent information.
4. Explain the real estate process to them. Many buyers and sellers complain that their agent didn’t adequately explain the real estate process to them. When you work in real estate, it’s easy to take your knowledge of the industry and process for granted. Remember, you may help people sell homes on a daily basis; however, your clients may only sell one or two homes in their lifetimes. Even if you have a client who has sold several homes, they may forget many aspects of the process (or remember them differently). During your initial meeting and during subsequent conversations, explain the process.
5. Look for ways to serve. Picture this: You’re at a restaurant. The service isn’t terrible, but it’s not great either. Perhaps the server gave you a menu, took your order, delivered your food and dropped off your check. Did they do what they were supposed to? Sure, but it wasn’t great service. Compare this to a server who suggests an appetizer or a wine to complement your entre, who sees that the water in your glass is low and refills it, who asks you how you’re enjoying your meal, who ensures that your order arrives before your toddler has a breakdown, and tries to make your dining experience a pleasant one. Did the server do his/her job? Yes, and they went above what was expected to make it a positive experience.
When you work with your clients, think about how you can make their experience an even better one. If they’re emotional about selling the home, make it a point to be empathetic and sensitive to their needs. If they’re stressed out about getting the home in selling shape, connect them with professionals in your network who can help. Find a way to help and you’ll help make their experience a less stressful one.
Did you know that Referral Maker CRM can help you serve your clients better? Not only does it tell you who to contact, when and how, it also helps you manage your daily schedule, organize your real estate marketing materials, keeps track of client information and puts all of the information that you need at your fingertips. Visit Referral Maker for more information and to start your 30-day free trial.