Delivering outstanding customer service
By Brian Buffini
As a business owner, making your clients feel valued needs to be at the center of all that you do. Research shows that 70% of buying experiences are based on how customers feel they’re being treated. If you treat a customer more like a number than an individual, your business will suffer in the long run.
In the real estate industry, providing exceptional customer service is vital. Here are some ways you can refine your customer service skills and build strong, long-lasting relationships with your clients, no matter the market conditions or industry disruptors.
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Get your head in the game
There’s an old saying in sales: Find ’em, fleece ’em and forget ’em. Unfortunately, this crude approach describes how some organizations still treat their clients. If a business focuses just on the check, those customers will treat that business not as a trusted adviser to refer to others, but as a one-off commodity. Instead of just seeing dollar signs when you get a new lead, change your mindset. Focus on what you can do to best serve your clients. Give them your time, attention and care, and you will create loyal advocates for your business.
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Maintain a can-do attitude
When it comes to getting your customers what they want, focus on productive solutions. A great tip is to say, “Let me see what I can do!” Even if something seems impossible, this phrase illustrates that you are still trying to deliver exceptional service. If you go above and beyond for your customers, you will remain in their minds long after the deal is done, and you’ll receive more valuable referrals as a result.
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Keep your heart in the right place
Strong relationships are at the heart of every successful business, so you must prioritize building relationships with your clients.
Customers can tell when your desire to serve is the real deal—and when it’s not. Strive to interact with your customers in a genuine, timely and authentic way. Ask questions, engage with their needs and work to strengthen the bond. For example, writing personal notes is a highly effective way of connecting with your customers.
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Always take the high road
It’s a fact of life—things go wrong, and people make mistakes. When this happens, it can be easy to get frustrated or angry. We all know it’s important to hold your ground and stay strong in your own position when you’re representing the needs of your clients. However, you should always be courteous to the other parties, too. You can fight for your clients without sacrificing your integrity. Here’s a pro tip for you—try writing the agent on the other side of the deal a personal note after a transaction or during difficult times to demonstrate your character.
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Follow the proven methods
The best practices for excellent customer service will never change. In order to always exceed the needs of your customers and create advocates for life, you must learn these practices and master them. A real estate coach is a proven way to help you stay accountable, and encourage you along the way.
If you’re in real estate, great customer service is your job. Buffini & Company One2One Coaching has been providing powerful real estate coaching for years. Sign up for a free business consultation and start your journey today! Visit buffiniandcompany.com for more information.
