Tips and Best Practices for Real Estate Customer Service

For individuals working directly with clients and offering services, the environment can be particularly difficult to navigate. They must moderate expectations and serve as reliable consultants. They must assist clients understand what is feasible and rein them in if their expectations are unrealistic.

Due to the diversity of real estate positions, good service seems differently to each individual. However, there are five pain issues that we believe practically every real estate professional confronts. This article addresses these pain issues and provides  customer service tips for the real estate industry to help you deliver excellent support to your clients.

Pain point number one: establishing client confidence

Whether a person is buying, renting, remodeling, or doing something else, real estate plays a significant role in their lives. For those who are lucky enough to have a stable location to call home, it represents security and comfort: a place to create memories and a tangible and figurative shelter from the storm.
All of this makes real estate a game with rather high stakes. If there is a lack of trust on the client’s end — one survey revealed that only 11% of individuals thought they could entirely trust a real estate agent — it can make everything much more challenging.


Communicate in a proactive manner.

Numerous real estate deals have numerous moving elements. It can be tough to keep track of everything, and if information goes through the gaps or is not delivered in a timely manner, it could contribute to a client’s mistrust.
Commit to proactive customer communication to prevent the occurrence of such circumstances. Whether the news is good or bad, you should try your utmost to share it with them as soon as possible.

When actively working on a project, scheduling weekly check-ins with clients is another wonderful approach to communicate proactively. In this approach, you can rest assured that they will always be up-to-date on most pertinent information and have regular opportunities to ask any questions they may have.

Keep in mind that even if you have several clients, you are likely their only point of contact. You are essentially their real estate lifeline. By being accessible and speaking proactively, you may alleviate their concerns and create an overall positive experience.


Tip 2: Display empathy

Empathy is a crucial trait for nearly all support personnel. It enables you to put yourself in another person’s shoes in order to better comprehend and value their viewpoint. Long-term employment in an industry makes it easier to normalize certain parts of one’s profession, despite the fact that no one consciously avoids empathy.

If you sell real estate, for instance, the concept of buying and selling a home becomes regular. Because it is a part of your daily life and something you see frequently, you may become somewhat numbed to the seriousness an individual buyer or seller may experience.

To counteract this, you must also address your client’s emotional requirements. Ask how they are feeling or if they are at ease with everything, and actively listen to their response. By doing so, you provide them the opportunity to express themselves and gain insight into their viewpoint.

In response to their queries or worries, adopt their perspective. You may recall the first time you purchased a home or completed a renovation. Establishing a foundation of trust is greatly facilitated by demonstrating empathy for their situation.

Ailment No. 2: Accurately comprehend requirements

It is impossible to provide an exceptional customer experience if you do not fully comprehend a customer’s wants. However, since your ability to best assist your consumers depends on your comprehension, you must devote time and effort to this.

Thirdly, stress transparency

Real estate is fundamentally a commodity. Though it’s typical to build an emotional relationship to a property over time, especially when purchasing or selling real estate, individuals may be reluctant to provide the “full story” in order to maintain power.

As pragmatic as it may be in certain aspects, it makes it more difficult to provide excellent service. Essentially, how can you satisfy a need you are unaware of?

Transparency with your client is one strategy for overcoming this obstacle. When you are honest with them, they may reciprocate by being more honest with you.

According to research, we fear that being honest may have bad consequences. However, the same study revealed that honesty is the best course of action and has the ability to improve relationships over time.

Providing clients with the ability to locate information on their own is a further method of fostering transparency. Creating a blog or a knowledge base could be an excellent approach to accomplish this. You may write blog posts detailing agency fees or addressing frequent financing concerns.

By actively educating, you demonstrate that you’re not attempting to hide anything and that you want your customers to be as knowledgeable as possible.

4. Interview customers

The greatest way to determine a person’s desires is to ask them directly. Ask your customer questions, pay close attention to their responses, and continually build on what they’ve already provided.

You could begin by asking if they are first-time buyers or purchasing their third or fourth residence. Obtaining this initial assessment can assist orient your subsequent queries.

For example, with a first-time buyer, you may want to inquire more about their finance, whereas folks who have previously purchased a property likely have these types of issues covered.

Since it is likely that you will be dealing with numerous clients simultaneously, it can be advantageous to retain this information for future use. Using Help Scout, for instance, you can create customer profiles to view prior discussions and record contact information, comments, and other data.

Create the most refined collection of questions possible. Having distinct sets for distinct buyer categories can also be effective. Use a combination of open-ended and closed-ended questions; open-ended questions are useful for obtaining more information, while closed-ended questions can assist clarify a topic.

If possible, and with the client’s permission, conversations should be recorded. A recording is not only more comprehensive than notes, but it also allows you to remain present during the conversation and keep your attention on the customer.

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