When people ask you to pinpoint your success, the answer will vary based on your profession. When it comes to public officials, it’s when they are put in a position of power to make influential decisions. Actors who’ve been in blockbuster movies and are famous know they’ve made it. Real estate agents may define it by high sales volumes or a low DOM rate.

Another question to ponder is what you may attribute their success to. While there are a million possible answers to these questions, various industries should agree on one factor — customer service.

Think about it. Candidates get to where they are because voters backed them up. Entertainers receive their opportunities because directors and producers know that they have a good number of viewers. Businesses are no exception, with clientele serving as their lifeline. Recognizing this as you navigate the real estate industry is important.

Does Customer Service Matter in the Real Estate?

Customer service matters greatly. Real estate primarily has a client-facing business model. Every deal that’s closed thrives on the client’s experience and solutions. Thus, being professional and empathetic when you talk to any prospect is key.

Real estate clients appreciate good customer service. While the concept might go without saying, remember their feelings. People want to feel valued and heard. In a stressful process like buying or selling a house, they need that reassurance more than ever.

A professional needs to exude a high level of trustworthiness before delivering their other services. About 97% of American homebuyers prioritize honesty and integrity from their real estate agents. The same groups rank those attributes slightly higher than knowledge of the purchase process and the market.

Providing customer service doesn’t mean you should let other aspects of your real estate businesses go. If anything, agents must offer assistance of a high caliber equal to other aspects of their services. The clients, the real estate industry and you will benefit from this in the long run.

Practicing Great Customer Service

Good customer service means fulfilling client needs in the context of your deal with them. However, the phrasing can suggest doing just the bare minimum for your clientele. Some people may be grateful for that service, but they may not remember you.

Employ great customer service practices if you want to go above and beyond. For example provide the following:

  • Fast response times: No one likes to be kept waiting, especially when it’s an anxious real estate client with a question. Open up your lines of communication and reply promptly to their inquiries. Provide timely updates to keep them in the loop. The faster you message them, the more thankful they will be.
  • Personalized analysis: Each person’s circumstance has its own solution. An agent can help clients look for the right housing for them. For instance, say you’re talking to someone with an annual income of at least $36,000 or so. Based on their profile and your market knowledge, you can match them to properties charging $900 monthly.
  • Transparency and information: Some clients may think real estate agents are twisting their words in hopes of closing a deal. Excellent customer service then translates into transparency and truthful information. Keep your customers on the same page rather than sugarcoating the situation or setting unrealistic expectations.
  • Human communication: Some people applying online are rejected by machine learning-based algorithms without regard for their situation. Real estate agents offer a human element to the application process. Face clients, get to know them and understand what they’re looking for.

Tow happy guys sitting on a sofa looking at a laptopThe Benefits of Customer Service in Real Estate

It’s no exaggeration to say that the customer service a real estate agent offers can make or break their success. These benefits can showcase just how integral client support is.

1. Making New Client Connections

Word-of-mouth can be quite a powerful marketing tactic in many industries, real estate businesses included. People trust recommendations from others more than anything, so invest time in ensuring customer satisfaction.

Getting a house off the market can make clients happy, of course. However, nuances affect the process. Practice great customer service to draw and prompt property buyers and sellers to connect you with new people.

You can also try a direct approach and let your current network know you’re open for more work. Ask them if they have friends or family who are hunting for a property or trying to get a house off their hands. If they say yes, ask for referrals.

2. Keeping a Strong Client Base

Good client relationships can offer more than just new prospects. People view customer service as an important factor when it comes to placing their loyalty. Aside from working on acquisition, you can also solidify your retention.

A strong client base can help save time in marketing yourself since it happens organically. There’s also less of a need to tap into newer prospects when you already have a network to offer properties to.

Work on managing your contacts to keep a strong client base. It’s ideal to stay in touch with people, whether they have an ongoing transaction or not. Send a message to ask them how they’re doing once in a while. Sending greetings during occasions and holidays can make a difference.

3. Closing More Deals

Great customer service fosters your connections with your clientele, which can help influence their decisions to engage and work with you. By keeping this up, you will likely gain and close more deals in the long run.

Closing more deals can also help you hone your skills. For instance, connecting buyers and sellers can give you more experience with matchmaking and completing paperwork. You also work on your negotiation skills with each agreement you land.

4. Finding New Opportunities

When you get recommendations from past clients, you are more likely to have opportunities knock on your door. This can be quite a delight for newer real estate agents who might want to delve into other sorts of property deals.

For instance, say you’ve only been handling traditional sales. Getting into more uncommon transactions like cash flow or turnkey investments can be good for diversifying your portfolio. If you deliver well, you can further boost your real estate success.

5. Gaining Repeat Reach-Outs

Besides the possibility of new opportunities, customer service can also generate repeat business. Clients are more likely to connect with an agent they’ve already had a good experience dealing with than finding a new one to start over.

For instance, property sellers in your network know you have a reliable base of buyers and investors. This can bump you up to the top of their list when they have real estate they want to get off the market.

6. Receiving Positive Reviews

Another benefit of customer service is getting positive reviews. Having feedback on helping people can feel satisfying. Those words may not always convert to a new connection, but they can build a reputation. The digital space holds so much value in how your real estate business will be perceived, so they’re imperative for easy online reputation management.

Ask clients to share their experiences after a transaction. Reply to the review when it’s posted and share it on your social media. Respond professionally to negative comments and thank them for the feedback. It can sting, but it shows prospective clients some authenticity. It also debunks the possibility of fake or biased reviews.

7. Staying in the Competition

A real estate agent’s customer service can also dictate whether they can stay in the industry. The turnover rate can be quite high due to this sector’s competitive nature. When you make clients happy, you remain in the game longer.

Real estate agents are competing with more than just one another, too. With the prevalence of AI, some homebuyers may resort to real estate apps and websites before connecting with an agent. In fact, four in 10 homebuyers start their property searches online.

Customer service is a unique and human experience that your business can provide. Promote yourself as a helping hand and confidant when it comes to real estate transactions. Market that kind of persona when meeting with prospects and clients.

8. Becoming a Mentor Figure

While the real estate industry is competitive, many clients share the same ambition of closing deals. Since excellent customer service can build up your reputation, you can position yourself as a leader and mentor figure for newer agents entering the space. Strike up a conversation and share your portfolio and stories of handling clients throughout your real estate career.

If a more inexperienced real estate agent is unsure how to handle a transaction, they can turn to you for advice and assistance. In the best-case scenario, they may also turn over the deal for you to manage and close.

9. Keeping up Momentum

Customer service can be beneficial for real estate agents who are looking for stability in their work. People experience burnout when they have little to no control over their jobs, which is an everyday grapple for real estate professionals. It can be hard to predict whether the housing market will be favorable for clients or if there will be any at all.

You can stay productive since great customer service can translate into a steady work stream. So much of the job involves talking to clients and helping them out, so it can be gratifying to accomplish all that and more if you’re a people person.

Take a step back if you feel like you’re getting overwhelmed. Order comfort food or take a self-care day where you can to give yourself a little reset. The mental clarity will help you serve customers more efficiently than ever.

10. Increasing Trust in the Industry

Most people don’t have the best perception of the real estate industry. Many make their own assumptions about the profession, which can affect how a prospect regards the possibility of hiring someone. This can trickle down to whether they’ll hire you or not.

If a person shows reluctance in your industry and services, it’s key to recognize the core of their worries. Let them know how you can come to a solution and help. Prove that they’re making a good decision if they take the leap. Create a memorable impression through exceptional work ethic and excellent results.

Excellent customer service and management can improve trust and relationships in the industry. By uplifting real estate as a representative, you can have a higher chance of someone new reaching out to you for help.

Prioritize Good Customer Service

Good customer service is a significant factor in real estate, making it an essential process to learn and provide. A good reputation for your work ethic and the entirety of the industry are just some of the long-term benefits that this offers. Focus on your clientele and serve them well.