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When beginning my career in real estate, I seriously overlooked the importance of establishing long-lasting client relationships. Fortunately, some experienced colleagues in my office took a liking to me and stepped up to help me on my journey. While these pros shared many things, some valuable lessons I learned to build relationships and earn numerous referrals include anticipating client requirements, responding promptly, and always upholding honesty.
These are ten more client service practices that helped in customer service and client representation:
1. Communication
Keeping my clients informed by learning and using communication skills proved as a good way for me to establish trust and show reliability. Whether your clients prefer to communicate by phone, text, or email, you must adapt to their preferred method.
2. Personal Touch
I used personal interactions to help show clients I genuinely cared about them. Try to remember important details about their preferences and needs. Remembering a few personal things is also an excellent way to make anyone feel valued and appreciated.
3. Market Knowledge
I kept informed about my local area's latest market trends, pricing insights, and inventory updates. Being informed helps you become an expert in your field, boost your credibility, and effectively assist your clients in making informed decisions. For more on this topic, see my 5 Tips for Becoming a Real Estate Market Expert post.
4. Customer Service
I consistently delivered exceptional customer service. No exceptions! Customer service is more than a responsibility—make it a built-in objective. If you comprehend your client's needs and exceed their expectations, you can take them on a home-buying or selling journey they will remember long after their deal closes.
5. Embrace Technology
It wasn't always easy, but I welcomed the latest real estate technology tools into my processes as long as they truly provided some benefit. Technology helps streamline your workflow and enhance customer service. It also shows you are forward-thinking. For more information on technology in the real estate business, see "Blending Technology With Storytelling - Real Estate Marketing Trends."
6. Networking
I built relationships with industry professionals like mortgage brokers, home and environmental inspectors, and contractors. I also built relationship with other real estate agents. .Make your networking about building relationships to help you offer your clients pre-screened third-party support and service.
7. Negotiation
Negotiation proved crucial for securing the best deals for my clients. It also helped close deals after they were initially negotiated. Seminars, courses, books, and online resources are available to teach negotiation. Learning to negotiate at your clients' expense is not a good way to build a referral network.
8. Share Your Knowledge
I empowered my clients by sharing my knowledge about the buying or selling process. Sharing knowledge will boost your and your client's confidence in you by helping them feel more comfortable with you and the transaction's outcome.
9. Honesty and Integrity
Honesty and integrity were my most valuable assets, and I protected them at all costs. If you're honest and act with integrity, you will build trust and establish long-term client relationships based on mutual respect. Also, don't work with a dishonest client because they will tarnish your reputation.
10. Improve by Learning
I kept learning and stayed in the loop with trends, participated in training sessions, took engaging continuing education, and didn't hesitate to seek guidance from the pros in my office to keep growing and evolving.
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(C) 2004 Jeff Sorg
"Your character is your destiny."