You’ve got plenty of people on your books, and instructions are pouring in thick and fast. Lucky you. Don’t forget, though, that your work has only just started.
If you don’t look after your instructions, then your clients will take their custom elsewhere and you’ll be left floundering in the wake of more caring estate agents.
So what are the best practices you need to follow, in order to look after your clients and ensure your company gets recommendations and not complaints?
Remember how it feels
One of the most important elements of providing any service is to treat every customer as you would wish to be treated yourself. This is, indeed, a good maxim to follow in every sphere of life.
In estate agent speak, that means, above all, always being respectful and polite, even to the most trying of clients. It involves keeping everyone informed at every stage of the buying or selling process, particularly when any changes take place, and never making decisions for customers.
Remember, you’re there to help smooth a stressful process for them, not to create more stress or make their decisions for them.
Be flexible
Another important thing to remember, especially in this time-poor era, is to work around clients, rather than them having to work around you. Of course you need to have your own time off, but being flexible to evening and weekend viewings will help you clinch sales.
Let the client decide when the best time for viewings is. If they feel you are going out of your way to help them buy or sell, they will be more likely to not only stay with you but also to recommend you to their family and friends.
Be professional
It goes without saying that you must always be on time for appointments and viewings. Leaving a client waiting, impatiently looking at their watch, will not give them a favourable impression of your professionalism.
Ensure you always answer your phone, or get back to people who leave messages as soon as is possible, and also reply to emails as soon as you can. Don’t leave people having to chase you for answers to their questions.
Reliability, punctuality and approachability should be three of your watchwords. Have them tattooed on your arm, if you think it will help.
Keep up-to-date
Knowing what’s going on in the local area, being able to quote house prices at the click of a finger and understanding the housing market are also important. You can’t make accurate judgements on prices if your knowledge is six months out of date.
This also applies to keeping clients, both buyers and sellers, informed about any movements and changes, not just the main points. Keeping in regular touch with customers will ensure they feel they are getting value for money.
Following this basic advice will ensure you not only gain more clients but also garner a good reputation. And that’s priceless.
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