BrokerageIndustry News

In real estate, visitor experience trumps customer service

A poor website will click off potential prospects ... maybe forever

Power up your Indie Brokerage
Don't miss Indie Broker Summit SF, Aug 7, 2017

What business are you in? If you said "real estate," or "customer service," I understand. But -- how can I say this kindly? -- that thinking is so yesterday. Today is the day you will remember as the day you finally understood your role as a real estate agent. What a great way to close out 2011 and bring in 2012! For years, I thought my business was brokering real estate. After all, I am called a "real estate broker." Plus, since I was not paid until my real estate deals closed and the checks cleared, I considered myself a "salesperson." Then one day I started a survey on LinkedIn asking other agents what they thought was the No. 1 thing needed to learn to be successful in real estate. I thought they would tell me to be a good closer, or learn scripts, or learn to prospect. Not so. Almost to an agent, more than 100 of them said -- in one way or another -- that I was in the customer service business. Excellent customer service is our ga...