If we take a look at successful real estate agents in Dubai or elsewhere in the world, we see that they have one common feature – they know how to serve customers and deliver great customer service. Even if you work in a completely different area of business, the experience of real estate agents in customer service can be very useful to you, since some of the techniques used are absolutely universal and can be applied in any industry.
If you monitor the work of successful real estate agents, you will obtain very useful information and, more importantly, a common understanding of how to properly service your customers, even if your area of activity is very different to the real estate industry. So let’s see some of the main elements which make customer service great.
1. When a customer calls you, always answer the call
A customer may call a real estate agent in the morning, in the afternoon, in the evening or even at night. Of course, you might have a strong wish to ignore some calls, especially if your work day is over, but the best agents do their best not to do this (within reason). Sure, we are all human, and we need to have private time and time to sleep. However, answering phone calls in person and not entrusting them to an answering machine effectively promotes the establishment of lasting business relationships.
When a real estate agent for some reason cannot answer the call him/herself, this function can be performed by an assistant, or the agent can just answer the phone quickly, note down all the key points and call back later with the details. In any case, the client's call should not go unanswered.
Of course, an answering machine is easier and cheaper, but when clients understand that they can call practically at any time and receive an answer from a human being, this greatly affects their loyalty. Clients will not start to think about finding an alternative to you.
2. Provide the most client-oriented online service with unique content
Without having your own website, it is almost impossible to conduct business in the modern world. Your site should not only contain basic information about your business, but specialized, detailed content and data and answers to the most frequently asked questions.
In this respect the best content has a targeted focus – depending on the region, price, or other important parameters, the customer should receive information that is of particular value for him/her.
3. Reveal your empathy
When you’ve been communicating and working with people for a long time, you can easily become hard-hearted and even cynical. For example, a doctor who has worked for decades at the clinic is unlikely to perceive your suffering as something very special because it is just routine for him/her. But this attitude should not be acceptable under any circumstances. As a rule, successful real estate agents remain very attentive towards their clients.
Even if you have faced the same problem many times, you have to give the client the understanding that his/her case is important and interesting for you, and that you are ready to put yourself in his/her shoes and help in solving the task. Even if the client is incorrect about something or makes mistakes, it is important to be able to show empathy – people truly appreciate it.
4. Do not forget about patience
Patience is very important for great customer service. All successful UAE real estate agents are very patient because they understand how critical this real estate purchase is for the client, especially if it’s a purchase for private use, such as a first home.
People often hesitate, weighing up the pros and cons and thinking about it over and over before making a decision, and this must be understood and accepted. Such patience will be rewarded because it ensures the formation of a strong, trusting relationship between the agent and the buyer.
Indeed, the level of patience needed is different for different people, but if you manage to demonstrate it adequately, the results will eventually become noticeable.
Your priority should always be the delivery of great customer service
As a rule, a company with great customer service wins out over its competitors, even if that company’s offered goods and services are not the best or are more expensive. That is, if you manage to improve the quality of your customer service, you will be able to see the results rapidly. This doesn’t cost you any extra money – just develop an attentive approach to your clients. And to help companies to achieve this goal we offer the customer service courses.
It doesn’t matter whether you’re working in real estate, retail, tourism or another sector – you need to apply these simple rules to ensure that your customers feel happy and know that you will always help them achieve their goal.