My guest blogger this week is Realtor® and customer service expert, Vera Gleason. Over the years I’ve listened to Vera talk about real estate with a passion – but the piece that I hear over and over from her is her passion for excellent customer service. She knows that without great customer service you just won’t have a success business – no matter which industry you’re in.
Is customer service really a mystery?
It happened again this week. A seller reached out to me and asked if I can help. “Of course!” I said, “What can I do?” Well the story is, she listed her home with another agent “What???”!! And once the sign went in the ground, she never heard from the agent. She signed the documents, and never received a copy, big red flag!! She made phone calls with questions, and never got a call back. She finally got an offer, but didn’t know if it was good or how to counter. The agent didn’t discuss it with her or negotiate.
This is not the first time I’ve been contacted by a buyer or seller of real estate who is looking for better service. One time a buyer said he was surprised I stayed with him. He said he thought I would abandon his search like the other agents did. Sigh!! Really? Is being a professional that difficult?
Why is customer service lacking with so many professionals?
Of course we expect good service in any industry. But since I am a Realtor®, it is particularly disturbing to find so many unprofessional people.
Search for a definition of customer service, and you will find: integrity, communication, follow-through, honesty, reliability, helpful, good listener, prompt response, meet or exceed expectations, admit when wrong, correct mistakes, and much more.
Specifically, what should a customer expect from a Realtor® or any professional for that matter?
These are my 10 commandments of customer service:
- Listen carefully. Every person has a story.
- Be Honest. Tell the truth. Don’t make false promises. A false promise may get you one deal, but you’ll lose others.
- Set expectations. Clearly state what a client can expect, and then follow through.
- Return phone calls, texts, and emails. Provide constant updates. Even if there is no news, let the client know.
- Encourage clients, don’t push for a decision, but be ready when the client is ready.
- Encourage and answer all questions. And answer them no matter how many times they are asked. This instills respect in you as the professional.
- Develop a lasting relationship. Stay connected after the transaction.
- Go out of your way, be willing to help others. “You can only get what you want if you help enough other people get what they want” Zig Zigler
- Dress and act like a professional. Shows respect to the client.
- Be punctual. All your efforts can be destroyed when you are late for an appointment.
Follow these commandments and customers will flock to you. All the average customer wants is to be treated like they are important.
Vera Gleason, Realtor® DRE # 01412791 Determined to Move You
After teaching special education as a high school teacher for several years, Vera found her new passion in real estate. Throughout the past 12 years, she has provided non-stop, out-of-the-ordinary customer service to both her buyers and sellers. Vera knows that the real estate market has become very challenging, and she will be with your every step of the way. As a Certified Riverside Regent Professional in Real Estate, Vera has in-depth knowledge about City of Riverside programs and resources, local educational and medical institutions, arts and cultural activities/venues, the Shop Riverside program, public utility rates and incentives, prospective and existing economic development projects, and much more.
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