Perfect customer service in the real estate industry

Whether it is the first meeting at the estate agency or a viewing of a flat you have already arranged, in both situations it is worth following a few simple but extremely important rules. Applying them not only guarantees a successful sale but also affects your image as an agent and how the whole agency is perceived.

First of all, smile

It may seem trivial, but it really changes everything. A smile on another person's face expresses acceptance and goodwill, and gives the feeling that the person we see was expected. This is exactly what our client wants, especially when they have walked into the office completely by chance and feel uneasy there. A friendly face will reduce that uncertainty and encourage conversation.

The client comes first

From the moment they cross the threshold of our office or of the flat we want to present, the client should feel that we are genuinely interested in them and are giving them our full attention. So let us not leave them waiting awkwardly, but attend to them straight away. Let us quickly make eye contact and greet them warmly. In this way we will make the client feel safer in an unfamiliar place.

Meet the client's expectations

At the first meeting the client does not expect you to help them sell or buy a flat right away. All they want is for you to give them your attention. It is rare for people who come to estate agencies to know 100% what they want. More often they are counting on reliable information, a look at the available options and support in making a decision, so try to meet those expectations as well as you can.

Pleasantly surprise them

Give more than the client expects. Show that you are listening and are fully engaged in your conversation, and that you really want to help. Listen carefully, ask questions, give exhaustive answers and present different options, analysing causes and consequences. Answer questions reliably and explain even the smallest details. Thanks to this approach the client will feel they are talking not only to a professional, but also to a kind person. And getting the client to like you is one of the most important steps on the way to a successful transaction.

Knowledge of the product is the foundation

Be prepared. Gather all the necessary information about the flat and present it factually and specifically. When you give the impression of someone who knows what they are talking about and has plenty of experience, the client will be more willing to trust your advice than when you get lost in your explanations. Moreover, the image of an expert has a positive effect both on how we are seen as agents and on the general perception of the whole company.

An even better last impression

When saying goodbye to a client, do it even more warmly than when you greeted them. During the conversation you have already got to know each other a little, and you know their expectations and doubts. A warm farewell will be the cherry on the cake of the whole relationship. It will leave a pleasant impression and give the client the feeling that someone really listened to them and took an interest in them, which significantly increases the likelihood of the visitor returning.