{"id":24784,"date":"2021-05-10T14:47:17","date_gmt":"2021-05-10T14:47:17","guid":{"rendered":"https:\/\/www.thehouseshop.com\/property-blog\/?p=24784"},"modified":"2021-05-10T14:47:31","modified_gmt":"2021-05-10T14:47:31","slug":"the-importance-of-top-customer-service-in-the-property-industry","status":"publish","type":"post","link":"https:\/\/www.thehouseshop.com\/property-blog\/the-importance-of-top-customer-service-in-the-property-industry\/","title":{"rendered":"The importance of top customer service in the property industry"},"content":{"rendered":"\n<!-- SEO Ultimate Plus (https:\/\/seoultimateplus.com) - Code Inserter module -->\n<script async>(function(s,u,m,o,j,v){j=u.createElement(m);v=u.getElementsByTagName(m)[0];j.async=1;j.src=o;j.dataset.sumoSiteId='b68b392479b5981b8acf46565e9fe32a0734fc21a1f7c1e60121eaa6ca1a1c64';v.parentNode.insertBefore(j,v)})(window,document,'script','\/\/load.sumo.com\/');<\/script>\n<!-- \/SEO Ultimate Plus -->\n\n<p><span style=\"font-weight: 400;\">If you are in the property industry, and if your leads and sales cycles currently carve a flat line on the graph (rather than the upward climb we all like to see), your customer service could be letting you down.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, many things could be letting you down. Are you attracting the right demographics relevant to the properties you have available? Are you communicating via the most relevant channels? Do you provide before care, during care, and aftercare for all of your customers in the form of online support emails? See <\/span><a href=\"https:\/\/www.sage.com\/en-gb\/crm-software\/\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\"> for more information on CRM software that could help you to deliver bespoke marketing strategies.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, let\u2019s get into the importance of top customer service\u2026<\/span><\/p>\n<p><b>Handle queries promptly<\/b><\/p>\n<p><span style=\"font-weight: 400;\">By queries, we really mean concerns and complaints. If your clients report issues with a property at the viewing stage, any failure on your behalf to show instant goodwill in rectifying the problem will be a stain on your name. Why? Because not dealing with small issues like black mould in bathrooms and rattling water pipes in the kitchen indicates that you are most likely the kind of small-time brand looking for quick sales on low-quality properties.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why should your potential clients trust you if you fail to deal with basic issues? Handling the small stuff at breakneck speed shows your clients that you will be there to support them throughout their property buying journey. Just think, for the cost of removing a stained rug you could make a fortune on a sale. But you have to act fast.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In terms of general queries, if you\u2019re taking longer than a day to respond to your customers, they can very easily find another agency to answer their questions in a more timely manner. It\u2019s customer service basics &#8211; if you\u2019ve not got time for them, then they won\u2019t have time for you. People don\u2019t like waiting around, especially when it comes to something as important as moving homes.\u00a0<\/span><\/p>\n<p><b>Keep all promises\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ever bought a used car from a dealership? There\u2019s a saying in car sales &#8211; over promise and under deliver. And don\u2019t consumers just know it. Car dealerships will tell you that the scratches on the front bumper and the dog smell lingering in the seat fabric will all be dealt with for the day you pick up the car. But it never is. And you have to do it yourself.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Where properties are concerned, people won\u2019t do it themselves. They\u2019ll cancel the deal altogether. If you have promised to speak to the previous owner about the possibility of keeping the stove, for example, make sure you stick to that promise and come back with answers. Don\u2019t leave your customers feeling like they\u2019re dealing with someone who doesn\u2019t care about the things that are important to them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to buying a house or flat, your customers are investing a huge amount of money. It is most likely the most expensive purchase of their lives, so when they discover you\u2019re selling them a fake dream, this will backfire on you. Word of mouth recommendations is worth a lot. If you have negative reviews and regular complaints regarding false claims on properties, your business will flounder. Be open and honest, even if it means having to tell potential buyers or sellers that the property in question may need some work. They will respect you for your honesty, and it will build trust.\u00a0<\/span><\/p>\n<p><b>Know the property (above and beyond your job)<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Customers like to feel they are in safe hands. If you only know the basic information relating to a property, such as the address, number of bedrooms, and the asking price, your customers may feel this isn\u2019t an all-star property (because you clearly haven\u2019t invested your time in it).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, learn the history. When was it built? How many owners. Understand the local history surrounding the property and tell the story. If you can\u2019t make bricks and mortar sound like a home, you can rest assured one of your competitors will be able to. Show some enthusiasm for the property to help your customers warm to the idea of signing the <\/span><a href=\"https:\/\/hmlandregistry.blog.gov.uk\/2018\/02\/19\/title-deeds\/\"><span style=\"font-weight: 400;\">deeds<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All in all, your customers are what keep your business going. Customer service should be at the top of your priority list, and you must always respond to them promptly and openly, whilst being as informative as possible. This will make your business stand out from the crowd, building strong customer relations.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h6>Ref number:\u00a0THSI-2301<\/h6>\n","protected":false},"excerpt":{"rendered":"<p>If you are in the property industry, and if your leads and sales cycles currently carve a flat line on the graph (rather than the upward climb we all like to see), your customer service could be letting you down.<span class=\"ellipsis\">&hellip;<\/span><\/p>\n<div class=\"read-more\"><a href=\"https:\/\/www.thehouseshop.com\/property-blog\/the-importance-of-top-customer-service-in-the-property-industry\/\">Read more &#8250;<\/a><\/div>\n<p><!-- end of .read-more --><\/p>\n","protected":false},"author":81,"featured_media":24785,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"wl_entities_gutenberg":"","_lmt_disableupdate":"","_lmt_disable":"","spay_email":""},"categories":[1,16],"tags":[],"wl_entity_type":[602],"modified_by":"THS","_wl_alt_label":[],"jetpack_featured_media_url":"https:\/\/www.thehouseshop.com\/property-blog\/wp-content\/uploads\/2021\/05\/Capture.jpg","wl:entity_url":"http:\/\/data.wordlift.io\/wl0502\/post\/the_importance_of_top_customer_service_in_the_property_industry","_links":{"self":[{"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/posts\/24784"}],"collection":[{"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/users\/81"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/comments?post=24784"}],"version-history":[{"count":1,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/posts\/24784\/revisions"}],"predecessor-version":[{"id":24786,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/posts\/24784\/revisions\/24786"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/media\/24785"}],"wp:attachment":[{"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/media?parent=24784"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/categories?post=24784"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/tags?post=24784"},{"taxonomy":"wl_entity_type","embeddable":true,"href":"https:\/\/www.thehouseshop.com\/property-blog\/wp-json\/wp\/v2\/wl_entity_type?post=24784"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}