Providing Great Customer Service

Friendly makes sales – and friendly generates repeat business.
Jeffrey Gitomer

Having strong customer service skills to start and carry your relationship throughout the buying or selling process is important in building loyalty with your clients. When looking for a sale, make sure you’re friendly and making every one of your clients as comfortable as they can be.

There are three important customer service skills that are proven to keep loyal customers if you are willing to go the extra mile to follow them. Always be willing to LISTEN to your customer’s needs and concerns. Let them share what they like and don’t like and don’t interrupt them in conversation with your opinion. HELP them select a home based on their requirements. No one wants to look at a home they can’t afford or that has two bedrooms when they need four. Help your customers understand the buying/selling process by EDUCATING them on your process. Show them that they can trust you and you will keep your promise.

Gain strong customer service by being available. Give everyone your business card that has your cell phone number and email. Let them know where you are located and when they can contact you (anytime of the day!). Provide your contact information on all brochures, flyers and postcards that you give to them. Being available to LISTEN to their questions and concerns when they do contact you is very important in maintaining a good relationship.

Following up with your customers is a strong advantage in customer service. Providing great customer service in your follow-up will also get you referrals. When you HELP them understand the steps to take when buying or selling a home or what your typical process is, they will be more comfortable with you. Keep in contact with your customers by sending them a note or giving them a calling a few weeks after the sale. Make sure they know you are there for them and thinking about them.

There is a lot of talk about providing great customer service, but to really go the ‘extra mile’ provide them with the full Customer Experience. The customer experience is how you make them feel every step of the way when connecting to your brand. EDUCATE them on your brand and make them feel like they are your one and only customer. Their overall happiness with all that you provide with help you gain referrals.

By having an easy-to-use website, responding to their inquires and questions, and always answering your phone with an energetic, friendly attitude, your customers will feel comfortable working with you and referring you to their family and friends. Provide them with the Customer Experience that you would expect to get yourself!

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