The open flow of information between sales associates and their customers and clients was the one essential characteristic of all real estate brokerages deemed top notch for customer service, sales leaders said when REALTOR® magazine hosted a roundtable discussion on customer service late last year.
Here’s what good communication includes, according to the roundtable participants:
1. Associates know their customers’ preferences. Each customer is different in terms of communication, so it’s important for sales associates to take the time to say to their customers and clients, “I want to know what your communication needs are. I want to know how frequently I need to talk with you. How detailed do I need to be? And how would you like me to communicate with you?” Getting those service expectations up front heads off problems later.
—Chip Bell, founder, Chip Bell Group, consultants, Dallas
2. Keep clients in the know. As associates communicate with clients, they should mention what’s happening on a contract or on any contingencies. In all conversations or correspondence, associates should disclose what the next step is, what the other side is doing, and whether there are any red flags.
3. Empathy is central. Being a good communicator means putting yourself in your customers’ shoes and trying to solve their problems rather than letting your own problems or incentives interfere in the relationship.