BrokerageIndustry News

Ten steps to providing a great real estate experience

Part 2: The next generation of customer service

(This is Part 2 of a two-part series. See Part 1: What consumers want from a real estate agent.) Last week's column compared two different customer service experiences. Both sets of buyers had good customer experiences. The question is how to shift your customer service from good to great? Almost all agents want their clients to have a great customer service experience. The difference between good and great is often minor. If you want to upgrade the experience your clients have, here are 10 suggestions. 1. Connection is the name of the game More than anything else, your clients want you to hear their needs and be responsive to those needs. This means asking questions about what matters to them, exploring how they live their lives, and never trying to run your own agenda. When it comes to a great customer experience, making your clients the center of your universe is a winning strategy. 2. Start on time and end early Men and women differ in their attitudes toward time. Men are more lik...