Excellent customer service can create loyal customers for life, who will be willing to refer your business to friends, family and their colleagues. Providing this type of experience for your customers starts with a genuine desire to delight your customers, proving that you take pride in your brand and reputation, but you also need to think beyond your personal service and consider their experience on a whole.
To help you provide outstanding customer service, that will have your clients coming back to you time and time again, we’ve put together our top tips on exceeding your customers expectations:
There’s nothing worse than a non-responsive business when you’re trying to find answers, resolve an issue or simply find out more about them. Make sure you’re responding quickly to all of your enquiries, whether that’s over email, on social media, over the phone or in person – even if it’s just to say that you are looking into the issue and will be back in touch soon. Having a response will make the customer feel like their enquiry has been acknowledged rather than ignored and they won’t be tempted to head to your competition for answers instead.
Discover your digital side
Did you know 90% of buyers or tenants will start their search for a new home online?
With so many people now turning to property portals, websites like Gumtree, and even social media to find properties, we’ve seen a large increase in the rise of digital agents offering 24 hour services.
Don’t get left behind, make sure you have a clear, easy to use and responsive website which clearly lists all of the important information a potential tenant, buyer or seller might need, including a list of your fees, property listings (with photographs) and information on your business and services.
However, there’s not much point having a website if you don’t have any traffic visiting it, make sure you reach as wider audience as possible by listing your properties on the industry’s largest property portals, including Zoopla and Primelocation.
We understand that your agency can’t be open all hours, but that doesn’t mean you can’t provide 24 hour services. With My Property File you can provide your tenants and landlords with 24-hour access to important documents, information and simple maintenance reporting. Meaning they will be able to access everything they need and report any issues, even when you’ve gone home for the day.
It doesn’t just stop there, you can even provide vendors with fantastic My Property File features including viewing feedback and offers received, so they will feel more in control over the sale of their property.
Now go the extra mile…
With MoveIT, the price comparison site dedicated to home movers, you can now provide a complete end-to-end service for your customers. Allowing them to compare quotes from a list of suppliers in all home mover services, including conveyancing and mortgages, creating a seamless and stress free moving experience.
As they say, customer service starts with a smile. So when you are face-to-face with a customer, remember that a warm greeting can go a long way and should be the first thing they see and hear when they arrive. Tone is incredibly important, make sure that when you’re replying to emails or responding via social media that you’re writing in a friendly manner.
Ask for and use Feedback
You’ll be surprised how much you can learn from your customers and their needs when you ask them what they think of your business, products or services. Try using sites like allAgents to gather feedback and show off your positive reviews to potential news customers.
- Annie Swift, Swift Estate Agents
- Michael Foundly, Chamberlains
- Ani Kraja, Julie Twist Properties