The Art Of Customer Service For Real Estate Wholesalers
Customer service may seem like a lost art in the world today. Yet, it will make or break your real estate wholesaling business. Here’s how to master it in a few steps…
Respect Its Importance
Customer service is especially important in real estate. Great service is vital. No matter how big your company is, poor service will eventually bankrupt you. Once you have a bad reputation for it, it can be too late to shake it. In contrast, great service can make your entire business and make it grow fast.
More than just barely scratching through customer satisfaction, you should be shooting for customer happiness. Delighted customers are repeat customers, referral agents and brand ambassadors.
It is also important to get that this isn’t just about serving your buyers and sellers either. It equally applies to your team, vendors, investors and everyone else your business touches.
Make It A Priority
Most companies and business owners know that you should be striving for good customer service, but don’t really do anything about it.
To make it happen, it must be made a priority.
It should also be a decision guide. If you aren’t sure what to do in a given situation, choose the option that will deliver the best customer service experience.
Hire For It
Unless you are naturally a super social person who loves delighting even difficult customers, and will be on the frontlines dealing with them all the time, then you need to hire someone to champion this part of your business. Their number one job role is just to make customers happy and ensure they have good experiences.
Empower It
Where the real problems happen is the gap between talking and doing. Every company says they care about and deliver good service. As you’ve already experienced, very few do.
This void comes between hiring people and giving them the wrong priorities, and simply not empowering them to deliver good service. They aren’t given the ability to do the job.
Hiring well is useless unless you actually empower them to do a great job. That probably includes giving your teams decision making authority and the ability to make customers happy, even if it costs you a few dollars extra.
Reward It
As a real estate business owner you’ll get more of what you reward and less of what you punish. So, if you want your teams to deliver better customer service, make sure you reward them when they do. Come up with penalties for those who sour your customer relationships.
Practice Empathy
When there are problems, great customer service comes from empathy. It’s easy to put down bad customer behavior to bad people or crazy customers. They might be. Or they may just have a different world view, or you didn’t set the expectations well. In any case, it usually pays to practice empathy, and err of on the side of making them happy anyway. Do the math on what’s better for your business long term. You can always blacklist them from doing business with your company in the future if they are the problem. Just make them happy this time.
Build Relationships, Not Transactions
Another major disconnect is when companies just focus on transactions. What if you focused on building long term relationships and providing value instead? How would that change the dynamics of your service?
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