Providing good customer service. Such a simple concept and a necessity in today’s customer centric on-demand world. Yet it seems to be somewhat of a unique and sometimes hard-to-find skill in business. It is both art and science. Customer service plays an essential role in basically every industry, which is why companies holistically need to embrace customer service in an integrated way for it impacts their bottom line. In the real estate industry, the quality and value of customer service – from real estate agents, brokers, brokerages, teams and companies alike – must be strong, concise, authentic, integrated and memorable in order to be successful and market aligned.
In a recent survey by American Express, “seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.” To succeed, businesses will need to coach their customer service representatives to use a personal touch, maintain a positive tone, be proactive about resolving concerns and respond promptly to questions. As a benchmark standard, at Realty Executives, 91% of customer service chats are answered in less than a minute – an unparalleled comparison to competing real estate brands. This performance, highlights the Realty Executives value proposition of delivering quality customer service to its agents who in turn, deliver superb customer service to their clients.
The most successful agents come from real estate firms that prioritize the customer service experience both within and external to the organization. Much like Amazon, who is a gold standard of superior service, Realty Executives strives to put the customer at the center of everything it does. While customers can range from franchisees to brokers, agents, home buyers and sellers, the Realty Executives customer service model remains a pillar of their business model and is an integral piece to the company’s continued success. Real Estate agents and brokers can adopt best practices – like Amazon’s – to apply to their own business model. Here are five of Amazon’s best practices to consider for a customer service centric business:
1. Start everything with a core commitment to the customer.
Customer service is in the DNA of a successful business.
2. Build a corporate culture that knows how to listen
When you listen, you understand. By understanding, you can take the appropriate steps to meet the needs of your customers.
3. Make personal interactions easy.
Human interaction is an important role to ensure quality customer service.
4. Help your buyer stay connected.
Always keep mobile in mind.
5. Make your customer needs the driver of innovation.
Create your own tools that meet the demands of your customers. Customer preferences are always evolving so let their needs drive your innovation.
Overall, customer service is about going the extra mile to make sure your clients are satisfied. It is delivering on a promise that is beyond what the expectation is. Making the effort creates the intrinsic value that will keep your customers coming back for your service time and time again. Whether it’s being there as a listening ear when they’re worried about finding the perfect home or taking the time to go through home staging tips, being available, in the present, and supporting your clients is the key to creating long-lasting and valuable business relationships. Take care of your customers and your customers will take care of you.
Available in EXEC Mag.