The Comprehensive Guide for Delivering Great Customer Service
We all have had moments when we have been at the receiving end of shoddy customer service. The truth of the matter is that there is no rocket science to good customer service. The simple trick to effective customer service as a real estate agent in Dubai, or anywhere else in the world, is delivering it consistently and having a well-constructed plan to do so. Just winging it and hoping for the best will not ensure repeat business, leads or referrals; especially in today’s market where buyers (and renters) shop around to find the best price and service. Let’s outline a simple set of tips for real estate agents to ensure high standards of service and leave a lasting impression on customers.
Trust is key
As a real estate agent in the UAE, from the first conversation, you should be focused on building trust. From a customers’ perspective, the stakes are pretty high, involving millions of their hard earned savings. Real estate agents need to build trust in their buyers; they need to feel you have their best interest at heart. Building trust starts with understanding client expectations and delivering to those expectations. If you tell a client you will call at 3:00 pm, you should make that call at 3:00 pm; not sooner or later. Make sure you answer all your clients’ questions and ensure their needs are taken care of. Note, each client has different needs so it’s imperative to figure out these needs. It’s one of the essential skills to make it as a top real estate agent in Dubai.
Be enthusiastic
Now that you’ve got the foundation of trust set up, you can move on to enthusiasm. Do not underestimate this as an important part of customer service for property agents in Dubai. Through enthusiasm, you can ensure the client is happy and that you are carving out a unique service experience. Let’s compare two email exchanges.
Email 1
Hi Samir,
Thanks for your interest in my apartment at the Elite Residence. I have availability Wednesday afternoon. What time is good for you?
Let me know,
Susan
Okay, technically this is okay but there is no personality or enthusiasm in this email. Let’s consider an alternative
Email 2
Hi Samir,
I hope you are enjoying the fabulous weather today! I am so happy you reached out for information on my unit at the Elite Residences. It’s a wonderful home with a partial Marina view and receives amazing morning and early afternoon sun.
I’d love to show you the apartment, learn about your real estate needs and answer any questions you may have. Are you free on Wednesday? I am available from 1:00 – 6:00 and after 8:00. It would be my pleasure to meet with you and discuss this in detail.
Feel free to reply to this email or to call me at 059 669 9669. I look forward meeting with you.
Talk to you soon,
Susan
You should be able to see the difference right away. The first email gets the information across in a very blasé “this is my daily grind” kind of way. The second one creates an impression of caring and service, and it’s easy to what would be the ideal choice from a client’s perspective.
Which person would you prefer to work with?
Give them more than they are expecting
It is not hard to surpass a client’s expectations; and when you deliver more than what they were expecting, you build loyalty… creating a lasting connection. If you do this in the right way, you will become a reputed property agent in Dubai with regular referrals. We all know that this is the most valuable type of new client. So how can you do this?
You can invite them to coffee to get to know them, view the properties for sale in Dubai on Bayut as a team to understand what they like and do not like, offer to pick them up to view listings, send them a thank you email (or even card) thanking them for their time, make relevant recommendations and provide the guidance they are expecting from you. It certainly means working to find them the best property for them and to provide with up-to-date market information and to help them with this large purchase.
It also means following up afterwards to check in on their reactions and addressing any concerns they may have. If they eventually decide to buy or rent, provide a thoughtful closing gift. These little things will make a big impression, and help you gain credibility among your customers. This will go a long way in securing inbound leads thanks to positive recommendations of your high service levels.
You are aiming at building a relationship here and if you do this correctly and genuinely, you will receive referrals. And great referrals that sound like this: “You have absolutely got to call my agent!”
Finally, you may want to refer to our handy tips for real estate agents on how to receive a phone lead and set the right expectations in terms of customer service as real estate agents.
- Greet your callers with that enthusiasm we talked about, “Good morning, ABC real estate consultants, Fred speaking. How may I help?”
- Instead of “I don’t think so” try “I will look into that for you.”
- Instead of “I’m not sure” say “I will be happy to find out.”
- Instead of “okay” use “absolutely”
- Instead of “yes” say “certainly” or “I’d be happy to”
- Instead of “let me see if this apartment is still available I will call you back.” Say “Tell me exactly what you are looking for and I will arrange viewings on your behalf.”
These tips for real estate agents are a definite way to build the right impression with your clients in the UAE property market. It’s important to remember that every little effort goes a long way in ensuring your success and your client’s happiness. Do you have any examples of great customer service to share with us? Let us know in the comments sections below, we would love to hear your thoughts!
