I just read an article in the Realtor(r) Magazine about industry performance. What grade would you give the real estate industry for customer service?
For an A grade, here are some things that customers expect from real estate professionals:
1. Clients want to feel everyone is there to serve them, not just the person who is your realtor.
"But," a realtor might say, "I don't want another realtor to feel like I'm stealing his client just by talking with his client." Then, there needs to be more communication, trust, and more of a familiy atmosphere in the office.
2. Clients want to be able to completely trust their agents and know without a doubt that they are transparent and trustworthy.
This reminds me of a realtor who was a dual agent, who represented both the buyer and seller. She started out being the seller's agent, and when she also became the buyer's agent, she ended up being deceitful with the buyer, not disclosing all information. That caused the buyers a lot of pain and financial irritations and they decided they didn't want to work with her anymore. They switched realtors to work with someone who had integrity. I know. I was that buyer. And now that I'm a real estate agent, I am even more adamant about being an agent with integrity.
3. Communication is a key factor in helping clients. Whether your communication is about something positive or something negative, it's important to be very up front with clients about homes, financial situations, your schedule, etc. Just keep on communicating.
4. Clients want to know at all times what is going on with their transaction. A title company in the Seattle area is excellent in this area of customer service. They have a point-list of everything they will be doing, that you can expect of them, and as each point on their list gets done, they send an email to the agent, who then in turn, calls the client to let them know the status of their transaction. Again, this is back to communication. Find out how much your client wants you to be in communication with you about their transaction and how much they need to know for each conversation. Some like more. Some like less. Some want all the details. Some just want to know when they get the key to the house!
5. Agents need to be up front with clients and let them know that they are there for the client, to do their homework for them, to give references when they don't have the expertise on a matter, and to let them know that they are going to do their best for them... and then DO IT.
For instance, I have the responsibility to follow up with a new client regarding qualified buyers. I have told him that when I bring buyers to view his home, that the only people that I will have view the interior of his home after the broker's tour, is pre-qualified buyers, if that is what he prefers. It's my job to see that that happens if that is his wish. He is very private, and it's important to meet his needs as well as the needs of pre-qualified buyers.
Have a happy Thanksgiving month, and happy home buying!
Connie Suehiro
Real Estate Agent
Gary Mann Real Estate
305 E. Third
Moses Lake, WA 98837
509-431-5804 direct
509-765-3463 office
www.garymannrealestate.com (search here for homes and land)
Subscribe to:
Post Comments (Atom)
Posts
2 comments:
Hi Connie, So do you refuse to act as a dual agent in transactions? How do you handle that? Do you hire an agent to act on the buyers behalf or do you have them find one on their own? I recently had a transaction where I explained dual agency and she chose to find an agent of her own. It was a disaster for her. In my opinion it's all about the agent. Dual agency can be accomplished quite satisfactorily when honesty and integrity is never compromised. As a matter of fact, I love dual agency because I don't have to deal with the egos (and incompetence) of so many of the agents out there. I have a firm handle on the status of the transaction from start to finish. Would love to hear your thoughts.
Hi, Carol,
I agree with you. If we are agents of honesty and integrity, and communicate dual agency well, then handle the transaction well, working out the details for both the seller and buyer so that we know that what needs to be accomplished IS accomplished for both parties, I imagine it would be very satisfactory.
Successful communication with both parties is key to satisfactory results for all involved.
Thank you for sharing your comments, Carol.
Would you, perhaps, have some land for me in Wenatchee for one of my manufactured home clients? Let's chat!
Post a Comment