10 Ways to Deliver Exceptional Customer Service
1. Actively Listen
When you actively listen to your customers, not only will you be able to understand their needs and wants better, but you will also show that you truly care about them. Active Listening allows you to identify areas where you can add value for your customers and go above and beyond in your role.
2. Add Value
Always look for ways to add value that are outside of what is already expected of you. You can do this by providing your customers with solid referrals or introductions, offering relevant and helpful industry information, giving them a meaningful gift after their closing, etc. These are the things that they will remember the most about you!
3. Follow Up
Continue to follow up with your customers even after the closing. You can reach out on the anniversary of their closing or ask them how they’re liking their new home. Not only will this keep you top-of-mind, but it will also show your customers that you remember them, you’re thinking about them, and you genuinely care about them!
4. Be Consistent and Reliable
It is so important that you consistently offer exceptional and reliable service. Follow through on what you say you’re going to do! This builds trust with your customer, and trust is extremely important when you’re helping someone on one of the biggest transactions of their lives. Nobody ever wants to work with someone who is unreliable- especially when buying a house!
5. Be responsive
The homebuying process can be very stressful and scary for a lot of people. Being responsive and answering questions or concerns quickly will help put your customer’s mind at ease during this process!
6. Ask for Feedback
Give your customers a chance to review you! You can ask them for feedback face-to-face, or you can send them a survey. This gives you a chance to identify areas for improvement and gives your customers an opportunity to voice their experience. Nobody wants to hear negative feedback, but giving your customers the chance to voice their negative feedback also gives you a chance to make it right! You can’t fix something if you don’t know it needs fixing.
7. Be Honest
A big part of being consistent and reliable is being honest. Don’t set unrealistic expectations for your customers if you won’t be able to fulfill them. Being honest about your abilities and the advice that you give them will ensure that everyone is on the same page.
8. Be Knowledgeable
One of the simplest ways to provide an excellent customer experience is by being knowledgeable about your industry. Your clients want someone who will guide them and teach them. In order to do those 2 things well, you must know what you’re talking about. Nobody has all of the answers all of the time, but be willing to admit when you don’t know the answer to something. Then, go find the answer for your clients!
9. Personalize Your Offering
Especially in a transaction as important as buying a house, it’s important to personalize your offering for each client to fit their exact needs and wants. When you go above and beyond for your client in a personal and special way, they are going to remember that service.
10. Be Proactive!
Be proactive when working with your clients. Instead of waiting for them to ask you for something, offer it. This is something that will get easier to do the longer you’ve been in the business, but make an active effort to anticipate what your clients are going to need or want from you!