Provide Superior Customer Service to Buyers & Sellers
As more and more people choose a career in real estate, it’s becoming increasingly important to stand out from the crowd. Building a brand known for superior customer service is one way to differentiate yourself from the competition.
This week Stacie Peterson joins us as she shares how to make your clients happy to provide you referrals and ultimately help you grow your business.
What is Superior Customer Service?
When we talk about providing superior customer service it’s important that we define what this doesn’t look like. Are any of the following statements true for you in your business:
- Does your client call you more than you call them?
- Do you sometimes give a sales presentation and sometimes forget your presentation binder?
- Does each of your team members have their own style of presenting and most “don’t need a script anymore”?
- Are you nervous about handing your clients off to any of your service partners (mortgage brokers, appraisers, etc.)?
If you answered yes to any of these questions, you might have a weak customer service experience.
Most customers expect information immediately and want to be treated with a level of importance. Sometimes these expectations can be unrealistic, but if your process is inconsistent you’ll never know if the client was unrealistic or if your customer service delivery wasn’t up to par.
Your team is an extension of you. It’s important to put together a systematic approach as to how you communicate with your team and clients so you can know you’re going above and beyond every time.
Communicate Your Goals:
One book I recommend to all of my clients is Raving Fans by Ken Blanchard. In this book, Blanchard shares how to create raving fans and increase your referrals.
What will be the new expectations for customer service? Make a list of things you want to see happen with each and every client transaction.
Once you’ve gained clarity around your expectations, you now need to communicate those new expectations to your team and vendors. Hold a lunch meeting to answer questions and create systems that will ensure no one person or vendor is above the new requirements.
Establish a System & Hold Your Team Accountable:
You can communicate this new expectation by putting systems and processes into place that will effectively hold your team accountable. A CRM tool is a great way to put these systems in place in a tool you know everyone uses, but a simple checklist will also be sufficient.
One of the tools we use at Real Estate B-School is our New Listing Checklist. With each new client, we check off every box until it is complete, if any boxes are left unchecked we know who is ultimately responsible for that action.
Download your copy now, but filling out your information below:
Getting your team to do this every transaction can be painful at first, but eventually it creates a system of responsibility. Then, you’ll start being known for your exceptional customer service with EVERY client.
If you’re looking for new ways to provide a great experience for every client, or if you are trying to build your brand an grow your business you need to join us at our intensive March 5-6 in San Diego, CA. We will be talking about marketing and team training for checklists, and scripts and sales professionals.
This is an event unlike any other and if you register before January 31, you will automatically get $300 off your ticket! Register Now.