| Better Customer Service
The importance of Good Customer Service
Buying and selling Mississauga Real Estate is what I do everyday; however there is something even more important than the deals I work on…Great Customer Service! This can simply break you if you are not in good standings with your clients and you definitely will NOT get referral work from poor service.
As realtors, we all come from different employment backgrounds. We take the Real Estate courses to become licensed in Real Estate, we learn the proper use and required forms, we learn some legal requirements and various other pertinent information but there is 1 thing we are not taught…’People Skills’. The best way I can describe this is – Think of a doctor – he’s a professional – he’s been educated – he demands a large income – you have to wait months to see him. Finally you get to see him, you meet him, you’re anxious, nervous. He enters, no eye contact, he’s reading your chart for the first time; his assistant comes in and informs him he has a call on line 1. He leaves you without excusing himself. He’s gone for 20 minutes; upon his return he greets you as cold as the first time. He briefly listens to you and brushes you off as if you have nothing. How do you feel? Was he interested in you, concerned for your well being, acknowledged you that had a concern – legit or not? I’m not saying Doctors are all like this but I’m sure we have all experienced this type of service. Restaurants, Car sales, Contractors.
Real Estate is very similar. A Customer calls us to Sell or Buy property. I could take them, do the deal, short and sweet, collect my cheque and be gone! Great for me – I got paid…’NEXT’! Unfortunately, there are agents like this, but to get continued business from these customers, you need to turn them into clients. You need to make then feel that you are human and that you are interested in what they are doing. We all want to feel important; after all we all are important.
People Skills. The more we have the better service we offer, the better the results, the better the return.
How to give good People Skills:
Acknowledge your client. Let them know you are interested in them. Listen to what they are telling you – repeat to them what you understand to be hearing from them. Ask them ‘how do you feel about’ or ‘what’s your opinion on’. Include them in the process. Show them they are important to you.
Offer them (before they ask) how you will communicate with them and how often. You never want them to feel that you are not thinking of them.
Provide as much information for them in regards to how you will be dealing with them. Open Houses, feature sheets, providing 5 homes/week to view, schedule weekly appointments, tell them what YOU do so that there is no question or feeling that it was expected or included.
Offer yourself for availability. As realtors, we understand what is about to happen but for customer... they are nervous, apprehensive, emotional, stressed, overwhelmed and more. Tell them you are here to walk them through the process and DO IT! There are many other things we can do, but these are important points.
I’m not suggesting you’re looking for a new best friend but wouldn’t you want to work with a doctor with warm hands rather than one with cold hands?
Paul Cutajar - Mississauga Real Estate
Your Mississauga Realtor