As you know, success can cost you. There are the obvious monetary costs that come with marketing and branding your business to stay above your competition and on top of that, purchasing tickets to industry events so you can stay current and up to date can get expensive. The planning, and organization skills you need to keep your business running can cost you time and energy, both of which are extremely valuable to those in the real estate industry. That being said, something that can cost you more than any of the tasks mentioned above is bad customer service. We’ve all heard the statistics on bad customer experiences, but have you taken the time to think about what it could mean for your business? After a bad customer experience, 89% of consumers will choose to purchase from one of your competitors and although only 4% of those dissatisfied will complain, the rest will simply choose to move on. It also costs you six times more to attract a new customer, than it does to keep an old one. Take a look at the tips below to ensure that you not only keep your clients satisfied, but keep them coming back for more!
1.) Be Reachable
Ask yourself, where is the easiest place you can be reached. Technology today allows us to have many different forms and methods of communication. Many people have multiple phone numbers, email addresses, and social media platforms and after trying a couple of those with no luck at reaching you, your clients may choose to move on to someone who will answer right away. Before they have a chance to do that, provide them with the best place and times to reach you, and make sure you keep your word. Make sure they know that even if you miss their call, you will call them back as soon as you become available, and keep your word.
2.) Don’t Make Promises You Can’t Keep
It’s important to keep in mind that you’re not the only one living a busy life. People like to plan and schedule and if you make plans to do or be somewhere at a certain time, make sure you follow through. You are helping people make one of the largest purchases they will make in their life, so they not only want a memorable experience, but they want you to be reliable and respectful of them.
Listening to your clients is one of the best things you can do to provide them with a positive experience. Each and every one of your clients has different taste, and different likes and dislikes. It is not up to you to make the best decision for them, but to take their wishes and dreams and turn them into a reality. While at times their expectations can be unrealistic, it’s your job to use your knowledge and expertise to help them find the perfect home to fit their needs.
4.) Deal with Complaints
It is nearly impossible to have a 100% success rate, and that’s not a bad thing! No matter what industry you are in, there is always room for improvement and positive change. If you have an unsatisfied client, listen to what they have to say, and use their feedback to move forward. Instead of getting discouraged, determine what you can do differently next time, and make the necessary changes so you don’t continue to make the same mistakes. Complaints are a necessary part of any business, but it is how you handle those complaints that will make the difference in the future.
5.) Go For The “Wow”
Sometimes, it’s the small efforts that go a long way. Everyone can do what is expected of them, but going above and beyond is what separates the good from the great. Show your clients you appreciated their business with small gestures like a phone call on their birthday or holiday cards on special occasions. Not only will they know you care, but it will keep your name top of mind so they know who to contact next time they are looking to buy or sell.