The most successful real estate agents place great value on developing lifetime relationships with their clients. In today's competitive marketplace, they are aware that their clients are aggressively prospected and their loyalty cannot be taken for granted. Customer focused real estate companies recognize that relationship building and follow up service are critical components for promoting both customer retention and revenue growth.
Recognize the importance of nonverbal communication and learn to "listen with your eyes." It might surprise you to know that research indicates that over 70% of our communication is perceived nonverbally. In fact, studies show that body language has a much greater impact and reliability than the spoken word.
Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed. You can develop harmony by "matching and mirroring" your client’s body language gestures. Matching and mirroring is unconscious mimicry. It is a way of subconsciously telling someone that you like them and agree with them.
Improve your active listening skills. To develop and encourage conversation, use open-ended questions to probe the meaning behind your prospect's statements. Occasionally repeat your prospect's words verbatim. By restating their key words or phrases, you not only clarify communication, but also build rapport. Keep your attention focused on what your client is saying and avoid the temptation to interrupt, argue, or dominate the conversation.
Little things make a big difference
Rendering quality customer service is both a responsibility and an opportunity. Often salespeople view customer service as an administrative burden that takes them away from making a sale. The truth is that customer service provides opportunities for cross-selling, up-selling, and generating quality referrals.
Clients describe quality customer service in terms of attention to detail and responsiveness. Customer satisfaction surveys consistently point to the fact that the little things make a big difference. Not surprisingly, the top two customer complaints with regards to customer service are unreturned phone calls and a failure to keep promises and commitments. Make an effort to see yourself through your clients' eyes. True customer service is meeting and surpassing your clients' expectations.
Successful salespeople "go the extra mile" when providing service and turn the customers they serve into advocates to help them promote their business. Your referrals and follow on business are in direct proportion to the quality and quantity of service you render on a daily basis. Want more referrals? Improve your service.
Here are five powerful ways to improve the service you provide your clients: