Your success depends not only on your skills and knowledge but also on your commitment to giving your clients and prospects what they want. Your great reputation encourages prospects to believe your promises, but it’s your actions that ensure your success. Give them what they want to increase client satisfaction, get more referrals and grow your business.
1. Your Attention: Your clients want to know they have your attention. They want to feel that you’re interested in their needs and remember them as individuals. If you can easily recall your last conversation with a client, remember important dates like birthdays and anniversaries, and keep track of the most important criteria in your client’s home search, this can go a long way towards satisfied clients and new referrals. No one wants to be just another contact on your list. Personal attention is key.
2. Consistent Contact: This goes hand in hand with the attention your clients want. Frequent contact via phone calls or email lets clients know they’re on your mind. How many times have you waited for an associate to handle something for you and thought he forgot about you because of the lack of contact? Staying in touch, even if only to say hello and that you’re still on task, can increase client satisfaction. It may even provide the opportunity to get more work. For example, your phone call or email may stimulate your client to remember a friend who needs an agent with your experience and expertise.
3. Easy Access to Listings: This is the technology age. People want access to listings online, through their smartphones and via email. Make it easy for your clients and prospects to search for properties and research prices by providing access to featured properties and MLS listings via your website. Consider offering an app that allows your clients to access listings, get real estate news, request showings, and contact you through their mobile devices. Providing email listing updates can increase client satisfaction as well.
4. Details: Your clients expect you to be a reliable source of details useful in searching for the right property or selling their homes as quickly as possible. Help buyers learn more about the areas they are considering by providing updated community profile information on your website or blog and in your email blasts. Fill them in on schools, transportation, crime rates and recreational opportunities. And be sure to share your personal observations when you speak with clients. Will they know their neighbors and enjoy a community feel or is the area more likely to please busy professionals who don’t want much interaction? Is the community mostly homeowners? Are there a lot of renters? Include a little history of the area and some human interest anecdotes to help your clients develop a picture of the area.
5. Advice and Education: Any agent can show a home; your clients want so much more from you. They don’t need you to just help them find a home; they need you to help them find the right home. And often this means educating them on the market, helping them evaluate affordability and helping them negotiate. Sellers want the benefit of your expertise with pricing their properties and attracting serious buyers quickly. Your advice? Make it honest. Do you think an area is up and coming or on its way downhill? Is a community excellent for young families hoping to stay put until retirement? Do you think your client can do better for the price? Share and show your clients that you are always on their side.
Our REVStaffing virtual assistants dramatically boost our clients’ productivity. Take your next step towards better organization of your residential or commercial business by sending us an email, or give us a call for a free needs analysis. We’ll be happy to discuss ALL of your unique 2012 business needs; ask how we can give your business a LIFT!