Build better relationships with your clients: Knowing what your client base wants and expects

“When people talk, listen completely. Most people never listen.”
― Ernest Hemingway

It’s hard to offer good service to your clients if you don’t know what they really want or expect from you. It’s virtually impossible to go above and beyond when you have no idea where the bar has been set. Take the time to find out and you’ll have a customer for life.

Ask in conversation what your clients want from you as a Realtor. What do they expect you to do for them. How can you make them so outrageously happy with the experience they have with you that they recommend you to the people they love? Find ways both big and small to go the extra mile. This could be by making sure they get timely updates to remembering that she loved pansies and bringing a flat by as they’re getting the house ready to go on the market. Ask why as often as how and when so you understand their motivations.

Treat every client as your most important one. Provide attention and care. If you’re with them, don’t look at your phone. Answer it later. Be careful in your word choices to make them feel like they are a priority client. When they say “thank you” don’t reply with “no problem” say “my pleasure” or “it’s always a pleasure to serve you” By using positive words like “pleasure” instead of negative words like “problem” you’ll leave a more consistently warm and sympathetic impression. This is a classic use of Neuro-Linguistic Programming (NLP). It can seem stilted at first, but once you get into the habit of using it, you’ll see how effective it can be.

Are there charities your clients support? Consider a donation to that charity in their name in lieu of a closing gift or to mark a milestone. Or, if there is a common thread among your client base and a particular charity (say a local school), consider having your office spend time volunteering with that group or helping them promote a fundraiser. If you’re volunteering somewhere, invite your clients to join you in making the community a better place.

Take customer surveys and get client reviews. Post them on your website and social media pages. People like to know that the service providers they choose come recommended.