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When it comes to selling real estate, each agent has their own personal style. Some agents tend to be more casual and laid back while some maintain an air of professionalism. Some wear only suits while others may feel perfectly comfortable dressing down to play the part. Real estate is a customer service-oriented business, and each agent must let their unique personality shine through in order to connect with their clients.
Exceptional Customer Service
There are some traits that set apart successful agents. Apart from the car they drive or the clothes they wear, providing great customer service has been noted as the most important habit of successful agents.
“To be successful in real estate, you must always and consistently put your clients’ best interests first. When you do, your personal needs will be realized beyond your greatest expectations.” – Anthony Hitt, #1 Webinar Trainer for Realtors® and Top-Producing Agent with Sotheby’s International Realty, Santa Monica, CA
Networking & Connections
Successful agents go out of their way to meet the needs of their clients, and treat each individual transaction as their most important item of business. In maintaining exceptional customer service, agents must also learn to cut out connections in their network that do not live up to their standards. Whether they are referring a client to a contractor, appraiser, lender or insurance provider, agents should ensure that the service their client receives from these connections is nothing less than what they would personally deliver.
The most successful agents return calls and emails promptly. They get a lead and follow up immediately, answering any and all questions a client or potential client may have. They make their clients feel important, maintaining constant contact throughout the life of the transaction and after. Sending a gift after a deal is closed provides a meaningful gesture to the client and shows that you care.
In addition, successful agents switch their style of communication to mirror their clients. If someone prefers text, text them back. If they would rather communicate via email or over the phone, adjust your mode of communication accordingly. Make your clients feel comfortable.
In maintaining consistent communication, it’s important to stay up on the latest technology. The most successful agents are constantly on their smartphones or tablets – returning emails and maintaining contact with clients at all times. They are accessible, and they show their clients the work they have been doing, every step of the way. Keeping your clients informed and aware of all possible scenarios in a transaction not only increases their trust in you, it also establishes your status as an expert in the field. Using the latest technology can help these efforts immensely.
New leads are the cornerstones on which real estate transactions are built, and successful agents generate leads any way they can. This includes being active and connecting with clients on social media, as well as using more traditional advertising methods including mailings, billboards and even bench ads at the bus stop. Staying in the forefront of your potential client base is essential in turning new leads into future transactions.
Successful real estate agents know their neighborhoods in and out. They are neighborhood experts. They know what’s currently on the market, what sold recently, and how for how much – and not just what’s listed online. They dig deep to find out the information that is not readily accessible to anyone with an internet connection.
Having a solid knowledge of the neighborhoods you are selling will help you familiarize your clients with their potential new area of residence and also help to establish yourself as an expert. Providing great customer service means ensuring that your clients are happy – and to do this wholeheartedly, you must feel confident that you are situating them in a neighborhood that is the right fit for them.
Systems & Assistants
Many agents mistakenly look at paying for systems and assistants to help manage their real estate transactions as extra costs. In doing so, they are not living up to their full potential. Using systems such as real estate transaction management to organize all leads and files, and having an assistant to help with administrative duties and communicate with clients are investments. Having these resources will ultimately increase your efficiency, enabling you to take on more clients and earn more money.
A successful agent doesn’t eat only this for lunch or drive such-and-such a car and wear suits only from so-and-so designer. Those details are secondary. Ultimately, the successful agent puts providing outstanding customer service above all else and utilizes all possible resources in order to meet and exceed the needs of their clients.
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Stephen Hollowell is the Social Media Specialist at Realty Commander. Stephen has written numerous articles on the real estate industry, real estate marketing practices, and regularly conducts interviews and research to get an inside look at the habits of successful agents. Contact Stephen Hollowell: firstname.lastname@example.org
Fulton, Andy. “A Portrait of the Agent – Realtor® Habit Survey.” market leader. http://www.marketleader.com/blog/2014/01/29/a-portrait-of-the-agent-realtor-habit-survey/
Woolard, Deidre. “Six Habits of Successful Real Estate Agents.” Realtor.com. http://www.realtor.com/advice/six-habits-of-successful-agents/
“7 Habits to Develop Now for Future Success.” Realtor Mag. http://realtormag.realtor.org/tool-kit/rookie/article/7-habits-develop-now-for-future-success