Give your clients some love!
With emails and text messages driving our day to day conversation, customer service is even that much more important.
Home buyers have tons of information at their fingertips with Internet search capabilities. Your team’s customer service has to go above and beyond the norm to capture someone’s attention and win them over as a client. And that’s just the beginning.
Customer service needs to be prevalent from the time a lead lands on your website or hears about your company, all the way through to the end of the transaction.
Then, after the transaction you need to be top of mind! Creating a memorable experience from beginning to end, will make them remember you. In an industry driven by referrals, ensure that you’ll be remembered and more importantly, recommended.
Stay in touch.
If I don’t have to ask for an update, you’ve won me over. Speaking from personal experience as a first time home buyer, my realtor has won me over by staying ahead of me. Melissa Martin, a Realtor at The Cassina Group here in Charleston, SC has followed up every step of the way. She answers my questions the day I ask them, checks in with me to make sure I have everything ready for closing and asks about our future plans for building, making the experience more personal.
Follow up. She didn’t have to do this and I’ve worked with other realtors who haven’t. She’s in my book for future recommendations because of her attentiveness!
Does your team “get it”?
The saying goes, “A parent is only as happy as their unhappiest child.”
Don’t let any of your clients be that unhappy child! People are more apt to talk about a bad experience than a good one so set some customer service standards. Your brand will benefit from it and you’ll know that all clients coming in contact with a member of your team are being treated with the same, stellar customer service values across the board.
If you haven’t gotten some great referrals, take some time to reevaluate your team’s customer service from start to finish. Some of our BoomTown clients have some really creative ways of saying “thank you.”
Meet the Neighbors!
Sue Adler, CEO of The Sue Adler Team in Summit, NJ, throws a block party when her clients move into their new home. What a great way to get introduced to the neighbors! And think about it, while everyone is mingling with the new kids on the block, her client mentions that this wonderful party was thrown by their Realtor, Sue Adler.
Give back to your community.
Team Waldo in Winchester, VA donates 10% of their commission for each sale and purchase (up to $500) to a local charity. The client gets to choose from a selection of charities in their community and Team Waldo handles the rest!
Wendy Papasan, Owner and Realtor of The Papasan Team, sends warm, freshly baked cookies to her client’s office with a balloon to say congratulations! It surprises them and more importantly, is a nice gesture and reminder of the customer service they’ve received throughout the buying process.
Spread the Love.
Show some love through your Social Media outlets and video! Give a shout out to other vendors you do business with by liking their Facebook Pages or mentioning them in a post. Consider sending out a short video to say thank you to previous clients and post it on your site!
How do you want be remembered?
Customer Service comes in many ways: stay positive, be friendly, ask what more you could do, say thank you or send a gift. The list is endless. You should do something that makes your clients remember you enough that the next time they’re at a cocktail party and someone mentions buying or selling a home, they’ll throw your name out there because they want someone else to have the same experience they did!
Need some help showcasing what your team has to offer? Please visit boomtownroi.com/inbound to learn more about BoomTown’s Inbound Marketing services.
Don't miss the conversation. Get articles like this every week.
Join thousands of real estate professionals and get the strategies you need, straight to your inbox.Give it a try. It only takes a click to unsubscribe.