Welcome back to Your Daily Real Estate.I'm Tristan, and this episode is about customer service excellence.Brought to you by a brilliant tribe.com.
That's our group coaching where I guide you through becoming a better real estate agent and leveling up your business.Let's talk about customer service excellence.
I broke it down into three points today, and obviously you can go deeper, but the first thing that came to mind was understanding and anticipating the needs of those that we're serving, so our audiences. And we serve a lot of different audiences.
So I want you to understand is when you're trying to attract a specific audience that wants to either sell or buy, they have needs.If you're servicing luxury clientele, their needs will be different than a different set of people.So.
Exceptional customer service in real estate involves deeply understanding those needs, the preferences and the concerns.This means you've got to listen.You've got to ask great questions.
And based on you building up your clientele and the experience that you get, you can then start anticipating those requirements.
Usually before the client requests them, then that's the best time to do it right before it becomes a challenge or before it becomes a problem.And I think here is where I would love for you to start a Google doc or write it in your journal.
What are the clients that I'm trying to attract?What are, what are their needs? What are their real needs?What are their preferences?What are their concerns?That's number one.Number two, consistent and transparent communication.
This is the number one complaint I hear from the consumer, which is, I can't get a hold of my real estate agent.I can't get a hold of this person in the escrow or title or the attorney or the mortgage person.
There's always a link that is very weak and so this is extremely important because you want to become that person that has that consistent communication before they're requesting it.So
you already know all the different points within a transaction that people will want to know what's happening.So you would have to then set some time to outline when do people need to be communicated based on what's happening.
And usually we go to our transaction coordinator to help us outline that.And we've got that all lined out, but what about you? During a transaction, what about before a transaction?There are different stages before a transaction.
One, when you're nurturing the client, how often are you communicating with them?If they're just in your database, and what are you communicating to them? Value or spam?
And then once they're finally to the point where they want to see property, what are you sending them?How often are you communicating them?
Do they feel like you're providing value and that you're handpicking the homes they're getting once they're to that point? And at the closing, what are you doing to communicate after?
Are you still reaching out to them or did they become an orphan buyer where you totally left them on their own?Which brings me to number three, your responsiveness and the accessibility.
Now, accessibility is a touchy subject because some people are like, well, I can't be available after a certain time.And I agree with you.I don't want you to burn out.
But I want you to be accessible during the times you tell a person you're going to be.And if you do that from the very beginning, not only do you start treating your business like an actual business, but you set the expectations.
So you're saying, Hey, I'm available from this to this time.And any questions you have, I'm right here for you.
And if I'm not able to respond back, I've got an admin or an assistant or a TC or my mortgage person or whoever's part of your team can respond.But you've got to set those boundaries and you've got to make sure that you respond quickly.
Because the thing that I dread when I'm working with somebody else is the non-responsiveness.Like, did I just get ghosted?What happened? Because I need answers.And then I started getting angry.Then I started getting sad.
Then I started doubting, did I make a good decision here?Should I go somewhere else?Those are the questions that I started thinking.
So for you, pay attention to these because customer service excellence is something that we're all striving to get better at.Thanks for tuning in.I'll see you tomorrow.
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