Traditionally, the real estate industry has been regarded as the sales industry. But perceptions change. Agents across the country are beginning to believe that the key to real estate success is service, not sales. Today's competition and technology offers customers almost unlimited choices, and agents need to work harder and spend more to win the list. They discover that business success comes from repetitive business and word-of-mouth. And customer service is key.
Loyalty and goodwill cannot be bought, even when selling a home. Customers want to be treated with integrity, respect and integrity. Realistic and accurate real estate valuation is required. They want agents to commit to action. They want to be able to talk to someone who can help them when they call. They want to feel welcome when they enter the office. They do not want their intellect to be insulted by advertising. They don't want to be given a line (though they want to hear it ...).
Business-savvy agents know that if they can provide that level of customer service, that is, they can develop good real estate customer service, they will have a real advantage over their competitors. Instead of being an obstacle to success, they see today's market as an opportunity for success.
Of course, sales are still important, but they are part of a larger overall and are almost like key performance indicators (KPIs). It's based on a simple premise-serve, and you'll sell. The premise holds because every element of sales is part of good customer service. Prices are realistic, marketing is intelligent, advertising is appropriate, promises are made, and promises are kept. Sellers, buyers, landlords and lessors receive the same high level of customer service as well.
5 Easy Tips for Finding Service Oriented Agents
1) Ask for references-not much different from a job interview. Think of the agent as a jobseeker and encourage them to qualify for customer service. The right agent will gladly provide you with the required number of references.
2) Analyze Business Growth – Ask about business growth, assuming you are qualified. References to provide qualitative evidence of customer orientation. This needs to be supplemented with a quantitative one. If the agent is still growing rapidly in today's environment, it must be doing something right.
3) Analyzing Market Share – As with growth, market share can be a customer-focused indicator. Ask about their share of the target market.
4) Observe their behavior-do they call back? Do they commit to action? Are they fulfilling their obligations? Are they on time? Do they keep you up to date? Do they remember the important details you give them?
5) Decide access to staff-Did you talk to someone who can help you on the first phone call? Otherwise-if they receive your name and number and say to call someone back, it could be a sign of their customer service.
They do not want their intellect to be insulted by advertising. They don't want to be given a line (though they want to hear it ...). Business savvy agents know that if they can provide that level of customer service, that is, they can develop superior real estate customer service, they will have a real advantage over their competitors.
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