Online All the Time
In a business like real estate, you are well aware by now that your customers will attempt to contact you at all kinds of crazy hours. Make yourself readily available by using your website to communicate with clients and prospects 24/7.
Have a form on your website where site visitors can ask questions. Make sure you set up an auto responder that will tell the person who filled out the form when you will be getting back to them.
You should also post a question and answer page with typical questions about searching for homes on line, your neighborhoods and more.
You may also want to put an alternate phone number where prospects can reach you when you're out of the office.
Online All the
Time
In a business like real estate, you
are well aware by now that your customers will attempt to contact you at all
kinds of crazy hours. Make yourself readily available by using your website to
communicate with clients and prospects 24/7.
Have a form on your website where
site visitors can ask questions. Make sure you set up an auto responder that
will tell the person who filled out the form when you will be getting back to
them.
You should also post a question and
answer page with typical questions about searching for homes on line, your
neighborhoods and more.
You may also want to put an
alternate phone number where prospects can reach you when you’re out of the
office.
Contact Customers
During the Good Times
If your only contact with consumers
is them constantly calling you to complain or calling you with questions, you
will start to develop a bad reputation. Take the time to call clients and
prospects while things are going well. Ask them how they are doing and if they
could use help with anything. A little good conversation can go a long way.
Extra
Credit
Go above and beyond what your
clients expect. It may technically only be your job to help them buy or sell a
home, but a good real estate agent can do much more. Bring your clients a gift
at the closing. Send them a Christmas card during the first Christmas in their
new home. Ask them if they need help finding a moving or storage company.
During the showing period, give them some curb appeal tips. Going the extra
mile can turn you from just a real estate agent into the agent of choice for
that client and their families and friends.
Get
Feedback
No matter what other customer
service practices you do, the most important thing is to get feedback. After
the closing of each transaction, send out a customer feedback survey.
The bottom line is, every customer
is different. The surveys will provide you with a good picture of what a
majority of customers like and dislike. Continue with the practices that you
score well on and see where you can improve in the areas where you received low
scores.
If your customer service is up to
par, prospects and clients will recommend you to others. Buying a home is
probably the largest purchase most people will make in their lifetime. Word of
mouth marketing from your clients is some of the best advertising that you can
get.
Success Notes
Bonus Tip:
A little thank you goes a long way.
No matter how you are communicating with a prospect: phone, email website etc.
Make sure to always say thank you. It’s a small way to make people feel largely
appreciated.
In the next
Success Notes:
Are you scaring your prospects away?
Don’t let your efforts turn into nightmare on marketing street or a real estate
marketing massacre. In honor of Halloween, we’ll discuss marketing practices
you shouldn’t use.
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