Your Best Investment?  Exceptional Client Service

One of the easiest ways to invest  in your real estate business is to improve your client service. With little financial outlay, you can hone your client service skills and benefit your company in multiple ways. You’ll be able to keep your hard-earned clients happier—and less likely to switch agents. You’ll increase your referrals from happy customers. And lastly, you’ll give yourself an edge over your competition. “Selling real estate is all about great client service,” explains Kevin McClure, owner of Scottsdale-based Powerhouse Realty. “Sometimes agents get so focused on the transaction that they forget about providing the great client service that helps sell and grow their business.”

So how can you improve your client service? McClure, who’s been a real estate agent in the greater Phoenix area for more than 15 years, shared a few facts and suggestions for improving client service. For starters, make this your mantra, “A happy client tells 10 people, but an unhappy client tells 20.” Next, focus on the five areas that your clients are most likely to assess your service on:

1.       Reliability

2.       Responsiveness

3.       Tangibles

4.       Assurance

5.       Empathy

Now that you know the key areas to focus your attention on, here’s how you can improve in each area.

·         Reliability. Your reliability is assessed on your ability to perform the service reliably and accurately. To improve your reliability, focus on the concept of “under promising and over delivering.” McClure explains, “Don’t just do a good job. Do a great job. That means always doing what you say you will and following through consistently. Build trust and confidence that you know how to do your job well.”

·         Responsiveness. Your willingness to help your client and provide prompt service is assessed in your responsiveness. One of the easiest ways to improve your responsiveness rating is to set guidelines in regards to returning phone calls and replying to e-mails. For example, make a rule that you’ll return all calls within 6 hours and never longer than 24 hours. And that all e-mails will be responded to within 4 hours. “If someone contacts you, be ready to touch them back right away,” McClure says.

·         Tangibles. Appearance does matter. Clients will assess the tangibles—the appearance of your office, your marketing materials, etc. Obviously, its basic knowledge to keep your office space as well as your car tidy. But it’s just as important to keep your marketing materials neat, clear and up-to-date. “It’s important to update your website and print advertisements frequently to reflect the dynamics of the market,” McClure says. “Your website really should be updated weekly. It’s a huge turn-off for clients to see dated information on your website.”

·         Assurance. This trait encompasses your ability to convey trust and confidence to your client as demonstrated through your knowledge and courtesy. Improving on this client service skill is simple, explains McClure, “Understand what is going on around you. Educate yourself on today’s market. A client should never feel like they know more about the market than you.”

·         Empathy. Your caring, individualized service is assessed by your empathy. Be honest and genuine. Clients can tell when you’re there for the transaction versus when you’re there for their best interest. “Be honest and let your client know what’s best for them. That may even mean telling them that selling their house right now isn’t a good idea. They’ll appreciate that you have their best interest at heart,” says McClure.

About Kevin McClure: Since 1999 Kevin McClure’s Powerhouse Realty (www.azpowerhouse.com) has served the greater Phoenix area and Yuma. With more than 15 years of real estate experience, McClure devotes much of his time to training and educating new licensees at real estate schools and Powerhouse Realty.

Contact Kevin McClure at 1-480-947-6048 or e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Visit online at www.azpowerhouse.com

Oops! Client Service Slip-Ups

So what do you do if, despite your best intentions, you have a client service misfire? Here are 4 steps to get your client relations back on track—and fast:

1.       Listen, listen, listen to the client and ensure you have all the facts—remember, empathize with the client even if they’re wrong.

2.       Be sure your second response promptly solves the client’s problem. You probably won’t get another chance.

3.       Make amends for your client’s inconvenience through some sort of appropriate “gift.”

4.       Identify, if possible, the root cause of the mishap and take steps to prevent future errors.