Real Estate News

How Do Clients Rate Your Service?


Written By: PJ Wade
Sunday, June 24, 2018

When was the last time you took a close look at your service from the client point of view?

Much is made of "Im Number 1" sales awards which celebrate the number of deals closed, but is the same level of attention paid to professionalism in service delivery?

Length of time on the job, slick marketing, and the number of properties sold each year do not automatically indicate high standards of professionalism.

My definition of "professional" is "an attitude and an aptitude linked to the joy of a job well done and why that matters to others." "Professionalism," by my definition, "is measured by the reactions of those who are served and by the way they are made to feel mdash; important, significant, respected, valued." What are your working definitions of these foundation concepts which govern service quality?

Real estate offers specific service challenges: long periods of intense client interaction are required before, during, and often after each purchase or sale. Clients may spend weeks, months, or occasionally a year or more working with their real estate professional to progress to the offer stage. Sustaining high-quality customer service can be demanding, especially as it must be customized to each client or couples needs and decision-making criteria.

Service excellence lies in the details that are >Do your clients see your service level as "extreme excellence" or just OK? Rate your services according to the Top Five Criteria for Client-Centric Service Excellence:

1. Client interests come first.

The real estate professionals time, convenience, and commission should not be the priority. Sending out listings to prospects and showing properties are only part of the job. Applying expertise to strategize for a successful offer presentation and to master >

  • From the start, do you clarify exactly what the client wants to achieve and how well they understand the real estate process, so they can make informed decisions?
  • As a professional, do you explain to clients precisely to what degree you are accountable for results?
  • Are client rights protected throughout the entire real estate process and transaction, so they will not face disappointments, unexpected expenses, or problems after the transaction closes?

    2. Service concentrates on client needs.

    Professionalism involves tailoring information-analysis and decision-making to the needs of each client, not expecting clients to adjust their approach to the standard offerings of a brokerage. Problem-solving to establish the best match of property, finances, and functionality for each client is professionalism at its best. Labeling and pigeon-holing clients is not.

    • Do you have a range of up-to-date knowledge and skills in your "tool box," so you can offer the best resources and approaches to clients throughout the real estate process?
    • Do you know your own strengths and weaknesses, so clients do not lose out on a potentially-ideal property because you are overworked or distracted?
    • Do you respect client time and needs, so that the real estate process happens as smoothly and quickly as possible, with the minimum of hassles and stress for clients?

    3. Clients all receive top level service.

    In your mind, are all target prospects and clients equally important or are there deliberate inconsistencies in what individual clients receive from you in service and attention? Try considering each client as if they are the parent of the head of your firm or the regulatory body that issues your license. Act as if any deficiency on your part could be tomorrows viral post in order to keep focused on service excellence and taking responsibility for results and outcomes.

    • Do you provide better or more comprehensive service to personal friends or useful acquaintances?
    • Do you >

      4. Technology provides customized convenience for clients.

      Is your service-delivery design flexible enough to seamlessly incorporate ever-changing technology and social media that appeals to your target market?

      • Is your privacy policy all that your target prospects and clients expect it to be?
      • Is online transparency mdash; a social media essential mdash; an awkward fit for you and your brokerage?

      5. Strategic problem solving always favors clients goals.

      Your value to clients grows out of self-awareness, self-actualization, and self-discipline in acting for yourself and on behalf of others. You are paid to think exceptionally well for clients, so you must be exceptional at thinking for yourself.

      How strong are your powers of observation and communication?

      • When you cannot overcome a restriction or limitation, do you give up and consider it unsolvable?
      • Do you believe that when things go badly for you, you should be excused mdash; but still paid mdash; for providing less than your best effort for clients?

      The most significant differences between you and your competition mdash; within your brokerage and beyond it mdash; may lie in prospects and clients perception of the quality of the experience of dealing with you.

      From the client side of your services, is professionalism clearly and consistently evident?

      Source: PJs Whats Your Point blog and World Business Executive Coaching Summit

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