Large companies dedicate a lot of money to improve their service management. Understanding the customer is, therefore, one of the main objectives of a business. The real estate market is no different.
To sell more and ensure a good image with consumers, real estate companies develop increasingly accurate tools to delight the customer. However, the real estate agent also needs to assess the way in which he has been serving his audience.
Want to know how? Read this article to the end and understand.
Don’t be in a hurry to sell
Nobody likes to go into a store and be served by a person who insists on an unwanted sale, right? Likewise, the broker must not be incisive about the client.
If he refused the property, understand that the arguments and the visit were not enough to convince him. Trying to modify this decision will make the broker win the customer’s dislike.
The sale is the completion of a natural path. If the broker has done a good search of real estate, clarified the client’s doubts and conducted the negotiation with a professional attitude, he will have no problems in closing deals.
Understand that you are also a customer
The quickest way to improve your customer service management is to remember that you are also a customer. Therefore, putting yourself in the customer’s shoes will immediately improve your performance.
Understand that buying a property is a very important investment – and one that involves a lot of money. It is natural for people to be insecure about this situation.
Therefore, going out to work adjecting the client as a “boring”, “unsuitable” or “undecided” person shows that the broker does not understand his role in the real estate market.
This professional is the intermediary between a person who wants to sell his assets and someone who wants to make his dream of owning his home, for example. It is a very significant market.
Find out if you know how to communicate
You may have read reports that show companies that have been ordered to indemnify consumers for misleading advertisements. This type of situation shows a communication error (intentional or not).
If this can happen with businesses that invest a lot of money in their campaigns, why couldn’t it happen in the realtor’s day to day?
To improve your service management, the broker needs to understand that your verbal communication is the tool that makes this service happen. It is not just a matter of proposing a professional dialogue, but an enlightening experience.
After talking to you, does your client have more questions about the property or more certainty about the business?
Be willing to correct your mistakes
Everyone is susceptible to making mistakes. What will turn these events into negative experiences is the way the broker positions himself in front of them. This is the biggest challenge for customer service management.
First, take responsibility. Avoid justifying your failures as a consequence of other people’s work. Then make yourself available to correct the misunderstanding. After the misunderstanding is resolved, explain what happened.
In this way, the client manages to humanize the broker’s service, realizing that there was a failure, but that all possible efforts were made to avoid a bad experience.