Real estate is complicated, and real estate property management is even more complicated. From handling customers and managing relations to getting paid on time, there are a lot of hats that a property manager has to wear. The task can sometimes be overwhelming, given that the competition is quite high in the market now.
According to NAR survey reports, there were 5.64 million homes sold in the USA in 2020, and more than 1,564,547 registered brokers, agents and realtors are in the country. So, how does one among the crowd of millions retain their customers? The best way to go about it is to maintain top-notch customer relations. Though CRM software can help automate a lot of tasks for property managers and agents, a lot of the work still has to be done in person.
This blog lists the best tips and tricks to better your customer relations in real estate. These will help you retain customers, get repeat business and bring in more money to your company. Read on to find out.
What makes customer service better in real estate?
What sets you apart from other real estate dealers functioning and working in the same market, trying to get the same customers as you? Your customer relationship skills and how you manage them. Check out the best tips listed below.
Build a relationship of trust
Renting, buying or selling real estate properties, especially when it is a residential place, has a lot of human emotions attached to it. If you are working directly with customers, you need to cater to their emotions and understand the feelings behind their homes to build a relationship of trust.
This will not only give you their business and convert them into paying customers, but if they trust your services, they will also refer you to others. Why is that important? NAR reports say, more than 68% of sellers have referred their agents to other friends and family. Referrals come from a place of trust, and you need to tap into that emotion to grow your business.
Comprehend their needs before giving solutions
Listen to your customer very carefully before you make them a property pitch. If need be, sit down and do multiple interviews with them to understand the kind of property they are looking for and give them personalized recommendations.
If your customer is looking for a house away from the city crowd, you can not show them a listing inside the city. You probably have to find a property in the suburbs or the countryside.
Listen to them, make a detailed list of every feature your customers want from their dream house, and then send listings. Make their time and inputs feel valued and always keep their budget in mind to help them make profitable decisions about the properties. Never oversell; try to keep it authentic to build a long-term relationship.
Be accommodating of client schedules
As a real estate agent or property manager, you have a busy schedule, but you must remember that your clients also have equally busy schedules. Most of these humans are working or have other appointments in their schedule. So arrive on time and keep track of the calendar at all times to never miss an appointment. If you miss, the competition is so high in this market that it will need a few seconds before some other agent woos your potential customer.
If managing all of your schedules and your client's schedules becomes overwhelming, use a technology selection like CRM software to keep track of it. It will also send automated notifications for your appointments and never let you miss out on any clients.
Provide them with an end-to-end property buying experience
When you are in the real estate business, you understand that it is not just about selling a property. Give your customers a little extra and grab their attention. For example, you can make lists and write blogs about the nearest attractions near their homes or the best ways to decorate their place. These little efforts go a long way and make your clients remember you for good.
Offer them a community tour
During the sales process, the house or the property unit is not the only thing that your customer is looking at. They are also evaluating the community they will reside in. Offer them a community tour, give them quirky anecdotes about it and help them understand the overall feel of the place rather than just the property itself.
AARP survey says that more than 60% of adult American value community and the perks it provides while deciding where they should live.
Get to know your customers on a personal level
Make a list of customer birthdays, anniversaries and other important dates and send them personalized messages or small token gifts to build a personal relationship with them. Keeping track of these lists can be hard. You can use CRM software to keep track instead. A selection of technology in project management can help automate these tasks and send messages on your behalf.
Constantly follow up with your customers/leads
Even when customers are not getting back to you and are unsettled about a decision on a property, you get back to them. Talk to them, understand their doubts, clear them out, and answer their questions. This will help you follow up on all leads and keep track of customer progress. You will also understand which of your marketing techniques and property listings are working better than the others. You can plan your strategy and leadership accordingly.
Be your customer's go-to resource for all property needs
Take the relationship with your customers beyond properties and real estate. Talk to your customers about it, be at their beck and call even post-sale to ensure repeat business from them and get more referrals. Even after the sale is made, there might be other needs like common area maintenance, getting assistance around the community, and finding home utilities.
Real estate management with Assetsoft
Real estate property management, sales, and customer relationship management is not easy. But some of the repetitive tasks can be automated with the right technology selection in project management like CRM software. Which is the best software for your business, and how to start the integration process?
Get in touch with us to know more!