Customer service tips to win the real estate game
Every week, we open the doors to Bayut Academy on Monday, Tuesday and Wednesday in Dubai, and hold sessions on Thursdays in Abu Dhabi. Today, we focus on one of our most popular sessions; Customer Service To Win The Real Estate Game. We were happy to have attendees from Four Square Properties, Dre Homes, Rigid Real Estate and Masterkey Properties with us for our session on 12th June and share these customer service tips for real estate agents with them.
This workshop has been the cornerstone of our training, and we recommend it to beginners and experienced real estate agents alike. We explored a handful of global companies whose names are synonymous with customer service and identify the practices that will set the property agents apart and make them build trust within the UAE real estate market. These customer service tips for real estate agents will go a long way in helping property agents reach their targets and become successful agents in the UAE property market.
Exploring Ron Kaufman’s 6 Levels of Customer Service
Customers are always comparing your service to others and those agents who match their service to their client’s expectations are the ones that get ahead. We focus on looking at where our attendees’ current levels of service are, based on the following:
Criminal service
Really bad service that breaks a service promise. This is service that gets you negative online reviews, and these clients will openly tell others about how bad your service was. This type of service will prevent you from making deals and build a negative reputation.
Basic service
It’s just that. The bare minimum.
“Can I get the reference number?”
“Is this property for sale or for rent?”
“Are you paying cash or mortgage?”
People who deliver basic customer service focus on these three questions. They may occasionally get a deal, but rarely, if ever, get the ever-important referral.
Expected service
Again, self-explanatory. It‘s not bad, but if you are delivering expected service and your client meets someone who can go beyond this, your client will likely move on to a new agent.
Surprising service
This happens when you give clients something they weren’t expecting: Commitment to their needs. Someone who understands what their fiduciary duties towards their client are. If you don’t know this word in a nutshell; an individual that is legally bound to the highest standards of trust and good faith. One of the biggest customer service tips for real estate agents is to start anticipating the needs of the customer and go above and beyond that. Surprise them with your thoughtfulness and dedication.
Unbelievable service
The type of service you never forget, and the type of service you tell your friends about (positively, not like criminal service). If you can reach this level, you are sure to get referrals and increase your credibility and popularity within the market. Who doesn’t want to work with a competent property agent who can deliver high-quality customer service with a keen attention to detail?
If you were to take an honest look at your service levels, where would they fall? Now, take a look at your competitors’ levels. The top agents, the top global companies, the top restaurants, top airlines, they all have one thing in common. They are constantly looking for ways to improve their clients’ experience. They are looking to go beyond the expected and they are acutely aware that service is not just lip service. It is, in the words of Mr Kaufman, “taking action to create value for someone else.”
These customer services guides for property agents will hopefully help you build a more rewarding career in the UAE property market. We’d love to have you, your team or even your entire company attend one of our many workshops. If you would like more information please contact us at academy@bayut.com.
