In the highly competitive real estate industry, delivering exceptional customer service is important. Especially if you want to stand out and build your successful business.
Whether it's dealing with first-time buyers, seasoned investors, or sellers looking to get the best price for their property, the quality of your customer service can significantly influence their experience. And, ultimately, your reputation in the market. But, as the landscape of real estate services evolves, so do client expectations. It’s no longer enough to simply provide information or show properties. Clients are looking for a seamless, positive experience from start to finish.
You may already know that. We at Ambs Call Center have been providing real estate and property managers with solutions to their customer service problems for decades now. So, we're pretty familiar with what are the steps you can take to get your business on the right track with increasing customer satisfaction. What we'll be doing in this blog is outlining eight practical ways you can enhance your real estate customer service, helping you build stronger relationships, increase client satisfaction, and ultimately, close more deals.
- Respond Quickly to Inquiries
- Utilize a Real Estate Answering Service
- Personalize the Client Experience
- Provide Comprehensive Market Insights
- Offer Virtual Property Tours
- Follow Up After the Sale
- Improve Your Online Presence
- Leverage Client Testimonials and Reviews
So, let's not waste any more time and get into the 8 best customer service recommendations for your real estate business!
1. Respond Quickly to Inquiries
The real estate industry moves fast, and so do client expectations. A potential buyer or seller might reach out to several real estate agents. But the one who responds first often gets the business. Speed is what gets you ahead.
According to this study from Evolve Agency, 81% of respondents go online before reaching out to a company. When they do, a prompt response would be key to converting these inquiries into clients. Implementing a system for faster email responses, setting up automated replies, and even utilizing live chat can ensure that inquiries don’t go unanswered. If possible, aim to respond within the first hour, if not sooner. This shows you're alert and responsive, which will improve the client’s initial impression of your real estate business.
2. Utilize a Real Estate Answering Service
In real estate, missed calls can mean missed opportunities. Whether it's during a busy day of property showings or after hours, ensuring that every client call is answered is crucial. A real estate answering service like the one offered by Ambs Call Center can help manage this process efficiently. By outsourcing call handling, real estate agents can focus on the selling process entirely. No more needing to worry about missing important client interactions! And they also get to experience an enhanced customer experience through 24/7 availability.
This can be especially beneficial for first-time buyers who may have questions at any time of the day. Additionally, a professional answering service can handle appointment scheduling and lead qualification. It can even provide basic information about properties, further streamlining your business operations.
3. Personalize the Client Experience
Each client is unique, with different needs, preferences, and expectations. Personalizing the client experience can go a long way in building strong relationships and ensuring client satisfaction. You can do this by understanding their specific needs.
Ask yourself:
"Are they looking for an investment property, a family home, or are they first-time buyers unsure of the process?"
Tailoring your approach based on these factors can make clients feel valued and understood. A great way to do this is with a good real estate CRM tool. Here, you can keep track of client preferences, previous interactions, and important milestones. For example, you can send a personalized email to congratulate a client on their new home! If they like being texted over calls, well maybe you can reach them that way instead! Remembering what their preferences are can make a big difference. A NewVoice Media study showed that around 86% of respondents are more likely to provide repeat business only if they have an emotional connection to them. Personalization is key to creating this connection in the real estate business.
4. Provide Comprehensive Market Insights
Clients rely on real estate agents for their expertise, especially with understanding market conditions. Offering detailed and accurate market insights can significantly enhance your service offering. You can do so by providing the latest market trends, competitive market conditions, or detailed property reports. These pieces of information help them make informed decisions. More importantly, it builds trust with your clients.
Pro Tip:
Start a blog where you can let the world know about current market conditions. You can also insert your services in there to let people know you can help them navigate it.
Regularly updating your clients on market conditions relevant to their property or potential investment can help them feel more confident in their decisions and more satisfied with your service. This approach is particularly effective for both first-time buyers and seasoned investors looking to navigate the real estate industry.
5. Offer Virtual Property Tours
With the rise of technology, virtual property tours have become an essential tool in the real estate industry. They offer clients the convenience of viewing properties from the comfort of their own homes. This saves them time while making the process for you way more efficient. For clients who are relocating or unable to visit properties in person, virtual tours can give them a good feel of what their future home could be!
This also allows real estate agents to reach a wider audience, including out-of-town buyers or those with busy schedules. Investing in high-quality virtual tour software can enhance client experience, setting your real estate business apart.
6. Follow Up After the Sale
Customer service doesn’t end when the deal is closed. Following up with clients after a sale is a simple yet effective way to show that you value their business and are committed to their satisfaction. This could be a thank you email, a phone call to check in, or even a small gift like a housewarming present. These gestures can leave a lasting impression and encourage clients to refer your services to others.
By maintaining contact and showing appreciation, you can turn satisfied clients into loyal advocates for your real estate business.
7. Improve Your Online Presence
In today’s digital age, your online presence is often the first point of contact between you and potential clients. Ensuring that your website is user-friendly, informative, and visually appealing can improve client perceptions. Include essential features like easy-to-navigate property listings, detailed agent bios, and client testimonials. Regularly updating your blog with relevant content about market trends, buying tips, and industry news also help in positioning you as a knowledgeable resource in the real estate industry.
Bonus:
Update your Google Business Profile if you have a physical location to receive a local authority score from Google from within your area.
Additionally, optimizing your website for search engines can help attract more visitors and potential clients. A strong online presence not only helps you reach a broader audience but also builds trust and credibility with clients.
8. Leverage Client Testimonials and Reviews
Word-of-mouth is still one of the most powerful marketing tools in the real estate industry. Positive client testimonials and reviews can significantly influence potential clients’ decisions. Encourage your satisfied clients to leave reviews on your website and social media channels.
Pro Tip:
Get satisfied clients to leave reviews on real estate platforms like Zillow or Realtor.com to send trust signals to clients and Google.
Additionally, responding to reviews, both positive and negative, shows that you value client feedback. More importantly, it shows you're committed to providing excellent customer service. In a competitive industry, where client expectations are high, showcasing testimonials can be a valuable tool for attracting new business.
Why is Improving Customer Service Important to Realtors?
In the real estate industry, customer service is essential to success. It sets you apart in the client's eyes, builds long-term relationships, and drives referrals. When clients have many options, a positive experience can be the key factor in choosing to work with you.
Real estate transactions are often complex and stressful. Great customer service can make the process smoother and more enjoyable for clients. This not only boosts client satisfaction but also enhances your reputation, helping you build a strong business over time. The real estate industry thrives on relationships, and excellent customer service is vital for nurturing and maintaining those connections.
Is a Real Estate Answering Service Right for You?
Running a real estate business means juggling tasks and often missing calls. A real estate answering service ensures you never miss a lead by handling calls 24/7, even when you're busy.
They do more than answer calls—they schedule showings, provide listing info, and follow up with leads, making clients feel valued. If this sounds like something your real estate business needs, visit our real estate answering service page for more information! If you are considering getting one soon, request a quote from us today and we'll get right back with you on how your business would work with an answering service!
