By Joe Lins
July 21, 2023

Quality customer service is crucial in the real estate industry to build trust, maintain positive relationships, and ensure repeat business and referrals. Here are some secrets to providing exceptional customer service in real estate:

Active listening

Understand your clients’ needs, preferences, and concerns by actively listening to them. Pay attention to their requirements and tailor your approach accordingly. When people feel heard they will make a connection with you.

Educate clients

Offer educational resources, guides, and checklists to help clients understand the buying or selling process better.

Responsiveness

Respond promptly to inquiries, calls, and emails. Being accessible and available to your clients demonstrates your commitment to their needs.

Regular communication

Keep your clients informed about the progress of their transaction, even if there are no significant updates. Regular communication reassures them that you’re actively working on their behalf. One of the biggest complaints in the industry about real estate agents is lack of communication. Don’t be that agent.

Knowledge and expertise

Stay informed about the real estate market, local trends, and regulations. Educate your clients about the process, helping them make well-informed decisions. In California, the regulations, forms and requirements are constantly changing. One of the things we pride ourself in at CENTURY 21 Discovery is the up-to-date training we provide our agents on the industry requirements.

Personalization

Treat each client as an individual, considering their unique requirements and preferences. Tailor your services to meet their specific needs. Keep in mind that every transaction is unique too.

Transparency

Be open and honest with your clients throughout the process. Transparency builds trust and credibility, which is vital in real estate.

Empathy and understanding

Buying or selling a home can be emotional. Show empathy and understanding towards your clients’ feelings and concerns. You live in the real estate world 24/7. Your client does not, so this is a whole new world for them. Be patient as you guide them through the process.

Flexibility and adaptability

Be flexible to accommodate your clients’ schedules and preferences. Real estate transactions can be unpredictable, and being adaptable helps in navigating unexpected situations. Have a conversation about this with your client at the very beginning to remind them that they need to be flexible too.

Anticipate needs

Proactively identify potential issues or challenges and address them before they become significant problems. This proactive approach shows your commitment to your clients’ best interests.

Professionalism

Present yourself professionally in appearance, behavior, and communication. Your professionalism reflects your dedication to providing excellent service.

Network of resources

Develop a network of reliable professionals (inspectors, lenders, contractors, etc.) to provide your clients with excellent referrals when needed.

Surveys and feedback

After a transaction, consider conducting surveys or seeking feedback from your clients. Constructive criticism can help you improve your services. At our company, we automatically send a survey to our clients at the close of every transaction. It’s a great way to see where improvement may be needed and it also allows them to give kudos to the agent.

After-sales service

Continue supporting your clients even after the transaction is complete. Offer assistance and remain available for any questions or concerns they may have. Put them on an email drip campaign to stay top-of-mind. It can be something as simple as sending them holiday greetings throughout the year.

Celebrate milestones

Celebrate significant milestones, such as closing the transaction, with your clients. This gesture shows appreciation for their business and builds a positive relationship.

Remember, quality customer service is not a one-time effort. It’s a continuous commitment to meeting and exceeding your clients’ expectations throughout their real estate journey. By focusing on these secrets, you can provide exceptional customer service and stand out in the competitive real estate market.