How to Use Customer Service to Your Advantage

Posted by Justin Havre on Friday, March 22nd, 2019 at 10:32am.

Why Customer Service Can Make or Break or Real Estate Agent's CareerWhat sets one real estate agent apart from the others? Is it their demeanor? Their experience? Their stats? The truth is that any and all of these things have the potential to work to the agent's advantage. But no matter where an agent's strengths lie, the need for customer service from a real estate agent is never going to diminish. It's the element that ties the rest of their brand together.

Making an Impression

Some people make an excellent first impression but have a difficult time keeping up with their initial efforts. Not such a good thing when you consider that real estate deals can last for months (or even years.) A real estate agent makes friends in their industry by being consistent each and every time they have a professional transaction. When people know they can count on someone, even during the most stressful of times, they're going to have clients for their services.

Talk, Talk, Talk

Good customer service involves a lot of talking. However, the right amount of talking is a rather difficult to master. This is because agents have to walk a fine line between responding to a client and not drowning them with superfluous details. An agent may be anxious to show off their knowledge, but too much sharing or the client can feel overwhelmed or even indecisive. Good agents who can find this balance between talking too little and too much will begin to recognize when its right to delve into detail and when to leave it alone.

Going the Last Lap

Even agents who are known as bulldogs at the negotiation table can still practice empathy with their clients. And even those who deal with some of the most complicated real estate transactions can still take the time to do something extra for their clients. This is especially true when considering just how stressful a real estate transaction can be. Even commercial real estate can be emotional.

Respect is a Two-Way Street

When a REALTOR’s cell phone goes off at 11 pm, it’s often news of an offer. With the hope that a property is moving further along, most answer before the second ring. These days, there might be a slight hesitation as a late-night call can often mean a stressed-out, desperate client is on the other end of the phone demanding answers.

And of course, if their home isn’t selling or if a low-ball somewhat insulting offer comes in, whose fault is it? Unfortunately, some home sellers in Calgary are becoming belligerent and believe that their financial crisis must be the agent’s fault.

In today’s very unsettling economic recession, the stress caused by job losses and the subsequent pressure on families is pushing customers to the edge of reason. Those in complete dire straits have been forced to sell and with homes taking months to sell (some don’t sell at all), some are taking their frustration out on their REALTOR.

If this is you, here’s the thing. Your REALTOR is on your side. You’ve hired your REALTOR to sell your home and together, you’ve established a price point for your home. A good, professional REALTOR will have conducted a market evaluation and made recommendations on how to improve your property or stage your home. The goal is to optimize conditions for the highest price in the shortest amount of time in a market where there is downward pressure on price.

If your price is too high, they’ll tell you straight up. If you go with a price that’s too high, the market will send a clear message. If your home is too cluttered or there are too many personal possessions in your home, an agent tell you. What you believe your home to be worth and what the market will bear can often be two different things… especially in the market we find ourselves in right now in Calgary.

If you have priced your home properly, with a strong marketing plan in place, it’s only a matter of time before your home sells for top dollar. You’ve hired a professional to do a job, and they want you to be successful. Like you, they only get paid when the transaction is concluded. Your agent wants a good outcome, just like you do.

It’s about managing expectations and making them very clear. Your REALTOR can’t promise the moon. While he or she is duty-bound to follow through on your instructions, they will certainly provide honest feedback if the market is not supporting the price you need or want for your home. No one wishes they could wave a magic wand more than your real estate agent. If you are considering real estate as a profession, check out this guide on how to become a real estate agent for more great information. 

How Real Estate Agents Can Practice Better Customer Service

There are a number of ways that Springbank real estate professionals can practice better customer service. Business people and agents can all begin with a commitment to become the best possible person you can be. These tactics are fairly straightforward in theory but can be much more difficult in practice. There is no fits-all customer service manual though. Customer service is something that needs to be continually refined and worked on. And all businesses, agents, customers and clients benefit by having good customer service and software

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