Tips for Enhancing Customer Service

Here are tips from other practitioners who are offering stellar client service.

March 1, 2005

Anybody can say they give great customer service, but how do you ensure that your clients think so? Here are ways that you can enhance the customer service you provide to clients and customers so that they'll want to work with you again and send referrals your way.

  • Encourage raving fans: Offer to trade a Starbuck’s gift certificate for a letter about the consumer’s service experience, and then read those letters during weekly or monthly sales meetings.
  • Show your appreciation: Hold an annual client appreciation night. Serve beverages, encourage customers to share their stories, and offer general door prizes and top honors (a weekend away, for instance) for clients who have referred the most business throughout the year.
  • Start a competition: Take the focus off production. Implement an annual office-, manager-, or staff-issued customer service award. Or have a customer service day, week, or month. Create categories for various types of service, and offer awards for individuals who deliver on your firm’s service promise.
  • Get to know your client: Ask probing questions about needs, goals, dreams, reasons for buying or selling, previous real estate experiences, preferences, and expectations during an in-depth interview via phone or in person. Listen carefully and make notes.
  • Dress to win: A sharp suit, polished shoes, and an inviting smile can have as much impact as a grand gesture.
  • Use the power of food: Bring a crock-pot of homemade stew or soup to the home on the morning of your open house next winter. The smell of comfort food can be warm and inviting for buyers. And the seller probably will appreciate the readymade dinner.
  • Save time: Avoid the fax, and send papers and forms in PDF files to a client’s private e-mail. You can offer faster, better service this way rather than having your clients wait two or three days to get the information by snail mail.
  • Be consistent: A systemized approach encourages a consistent service experience.
  • Get educated: Stay informed and up-to-date about trends and news by attending educational seminars. Brokers and managers can offer monthly or weekly seminars and legal updates. If salespeople understand the complexities of real estate, they can use that knowledge to better serve their clients.
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