Real estate is one of the few industries that has not yet been completely transformed by technology. While sites like Trulia, Zillow, and Redfin have removed some of the human to human interaction involved the buying/selling process, 88% of home buyers used an agent or broker to purchase their home this year. In fact, the largest group of first-time home buyers, millennials, are more likely to use a real estate agent than any previous generation, at 90%. Although technology has not dipslaced agents, it has increased the standards of service they're held to. With tools such as home search sites and value estimates, leads are able to self-educate online, raising their expected standards of service. The best real estate agents in 2017 will provide top notch customer service and care. Follow these six tips to start providing real estate leads with the best possible customer service.
Follow these six tips to provide real estate leads service that is the bee's knees:
Never Be Too BusyIn this technological world, it’s easy to feel distracted or like the person you’re with is distracted. Other rules of thumb, include never multitasking in front of clients, returning calls and emails within one business day.
Listen More than You SpeakAgents are great talkers, we’re salesmen and women after all. However, many agents forget they are providing a service to clients. Providing great service means clients should have the opportunity to voice all of their needs. If your client isn’t much of a talker, begin asking more questions to get a better understanding of your lead’s needs.
"Speak in such a way that others love to listen to you. Listen in such a way that others love to speak to you."
Understand their Communication StyleCustomers come in all shapes and sizes. You may have had a client that calls you non-stop, even after business hours, while another client that responds to emails weeks later. Accommodate your own communication processes accordingly.
For those extra needy clients, consider ways to to reach out to them first while setting boundaries for communication. Strategies for this include having automated email replies letting leads know when you’ll reply and sending phone calls straight to voicemail after business hours. For a list on the best mobile phone apps that send leads directly to voicemail, check out this article from AppCrawlr. For those clients that are difficult to get a hold of, be persistent with your follow up while remaining patient.
EducateOne of the most stressful aspects of the home buying and selling process is the uncertainty of what lies ahead. Speak with leads in advance on what to expect during escrow, home inspections, and other processes that those outside the real estate industry are unfamiliar with. Even if you suspect your client has gone through the buying or selling process before, they'll appreciate your efforts.
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves."
Create a Memorable ExperienceBuying a home should be a fun experience, for the most part at least. Think of which aspects of real estate first attracted you to the industry. If you’re going house hunting, get excited for your client, put yourself in their shoes and really consider which homes would be best for their lifestyles. If you working with sellers, let them know which home improvements or property features really increase their home’s value.
Streamline CommunicationLet’s face it, most agents do not have time to write personable, error free email and text messages. However when you are a consumer, receiving a sloppy email from a professional that is seeking your paid service may be a turn off.
Zurple’s replies to each lead’s inquiry within the first five minutes. Best of all, leads can’t sense automation. Each message is tailored to a lead’s specific preferences, referencing specific neighborhoods and properties they viewed online.