By the time a client has contacted you for your services as a real estate agent, they are already convinced of the benefits of working with an agent. However, it’s one thing to receive the initial commission and another to keep your clients happy throughout the entire buying and selling process.
Keeping your clients’ spirits up during the sometimes difficult process of selling or buying a home can be tough. To help you, here are successful practices I’ve seen during my years working alongside agents.
Stay in regular contact with your clients
Whether they are buying a home or selling their house, most clients want to stay informed throughout the process, and you are their main source of information. First-time homebuyers can become particularly stressed by the process of buying a home, so it’s important for you to maintain regular contact with these clients.
Some contact best practice I recommend real estate agents employ are:
- As you start working with your clients, establish what communication medium they prefer. Younger millennial clients tend to prefer text updates while some older clients tend to opt for phone calls.
- When clients contact you, be sure to respond within 24 hours of receiving the communication. This prompt response time helps clients feel valued.
- Don’t go over a week without touching base with your client. By regularly reaching out to your clients, they will have an opportunity to ask you any questions they may have, and you can reassure them on the progress being made on buying or selling their home. You can also use this time to pass on advice, such as decluttering their home for better showing or advising clients on how to start the loan approval process.
2. Give your clients a realistic estimate
It’s critical that you don’t encourage over-inflated expectations in your clients, whether it’s in regards to how much they can sell their home for or how low a price they can find a new home.
There are many websites that allow clients to get a rough appraisal on homes. Unlike in past decades, more and more clients of all ages are likely to use these tools in concert with the services of an agent. So, if your estimates are not closely aligned, your client may begin to doubt your word.
However, these tools can be inaccurate. If you run into a situation where your clients are questioning your estimate based on their own research, present them with your evidence that you based your numbers on.
It’s best if you have market research and clear numbers to show them. As long as you have solid evidence of your realistic estimate, this instance should help build your clients’ faith in your abilities and reassure them.
3. Practice top customer service
As an agent, your role is primarily customer-facing. This role means you need to provide your clients with top customer service. To help you continually improve the quality of service you offer, try implementing these tips.
- Remember to always greet your clients before jumping into business, and do not forget to say goodbye. It’s a small gesture, but it helps your clients feel less like just another cipher and more valued on a person-to-person basis.
- Note down details clients share with you, whether it be their pet’s name or hobby. As many clients can become returning clients, remembering and mentioning these details will impress your clients with your attention to the little things.
- Implement a customer service satisfaction survey. A simple survey they can fill out can provides you with valuable insight on where you can improve the service you are offering.
By working these suggestions into your best practices, you are likely to find that your clients stay satisfied throughout the sometimes arduous process of buying and selling a home.
Jackson Cooper is a writer and real estate enthusiast at Jensen and Company. Follow Jensen & Company on Twitter or Facebook.
