Keeping up with customer service

34314 Oak Flat RdReal estate sales is an ever-changing profession; think technology, economy, and contract law. Even our sales approaches have changed; the terms bank owned property or short sale never existed until the economic change, and mortgage company dilemmas hit us like a ton of bricks. Even though the changes have been monumental, the need for housing still exists, and although a lot more complicated now, the buyers and sellers still demand the best customer service that can be provided.

The first step in providing stellar customer service in the real estate market of today is to know your business. Any Realtor worth their gold-plated identification tag needs to attend seminars, webinars, read business journals, and trade magazines. Realtors need to check out inventory, know the changes in mortgage procedures, and beware of the ever-changing economy and its application to the real estate industry.

Then comes the job of cultivating business associates, competition, and that sphere of influence we hear about every week at staff meetings. Find a niche, and serve them well. Go that extra mile. A few months ago I met a social worker who helps patients going through drug and alcohol rehabilitation. Five years prior she told me she had been in a similar situation and had ruined her credit, but wanted so badly to buy a little condominium of her own. She had saved money, but had no idea how to go about purchasing a home, and no real estate agents ever called her back. We worked together for months to help her reestablish some credit, and her mother was willing to cosign a small loan. Joan now enjoys watching the boats go buy in her own cozy West Palm Beach condo.

From Joan other associates and friends called me for their real estate needs, and from there my business has expanded into higher end listings and sales, but I never turn down those who need help; it’s satisfying, rewarding and eventually lucrative.

And finally I find that to deliver excellent customer service, we need to be acutely aware of our competition. A few unscrupulous agents still exist, but for the most part, it is an honorable profession. Some of my colleagues are inspirational; they spend their extra time with volunteer passions of their choice. Charities range from childhood illnesses, cancer research and animal welfare. It’s all included in customer service; think of someone else’s need before you think of your own.

photo credit: Gold Beach Real Estate