How do you impress your buyers? I mean, what do you do that’s outstanding? Anyone can sell them a house. Any decent new home sales professional can make them happy. But if you want to truly succeed and garner the all-important referrals, you must do more than be good at your job. Be remarkable. Here are 7 customer service habits you might need to sharpen.
#1. Be on time.
Are you one of those people who tries to cram too much into a minute? “Just one more thing” is your pat phrase. Often, that means you’re late to scheduled appointments. I learned a long time ago, “If you are early, you’re on time. If you’re merely on time, you’re late. If you’re late, you’re forgotten”
Arrive at your appointments or be on a scheduled call 5 minutes before it’s supposed to begin. Don’t ever leave a prospect waiting for you. It’s disrespectful of their time and their importance. Set an alert on your phone and pay attention to it.
If you run into a circumstance where you know you are going to be late, don’t wait till the last minute to advise your homebuyer. Text them as soon as you suspect you’re going to be late.
#2. Deliver on your promises.
You’ve heard it said before: “Under-promise and over-deliver.” Maybe you make a promise in order to make your customer happy in the moment. But when you fail to come through, you chip away at your credibility, and that’s a tough thing to rebuild. Instead, offer a promise that’s definitely doable. Then, when you come through sooner or better, you’re a hero!
When you promise to call or email a customer at a certain time or about specific information, do it. If you don’t have the answers, let them know you’re working on it rather than leaving them wondering if you’re going to respond.
#3. Go the extra mile. Buyer expectations are probably at an all-time high. They expect you to be knowledgeable and friendly. They assume you will respond with lightning-fast speed and be available at their convenience. What’s left? Think and act proactively. Look for ways to anticipate needs they haven’t yet communicated. Stay on top of details they might overlook.
#4. Deliver solutions, not excuses. An excuse is simply a justification for failure. “I’m sorry I was late but traffic was terrible.” You should have left sooner. “I would have called but my phone died.” That’s what chargers are for. When you hold yourself accountable, you demonstrate integrity.
#5. Express empathy. We’re in a tough time right now, enveloped in so much uncertainty. Be human. Empathize with your buyer’s worries rather than try to dismiss them. A little kindness goes a very long way to creating a lasting impression.
#6. Be patient. Buying a home is a big deal. Some people are more ready than others to handle the challenges of making decisions and commitments. Give them the help they need, along with some gentle nudging, Don’t let impatience sabotage a relationship.
#7. Treat every customer as a VIP. Do I need to say this? Whether your buyer is leaning toward a starter home or a luxury one, give them the attention, respect, and courtesy they deserve. Every buyer is an opportunity to earn referrals and future sales.
What are you going to do today to be remarkable?