The experience of clients, how they perceive the treatment and professionalism of an agency, has grown in importance when it comes to obtaining them. Today, what was previously called “word of mouth” is found on the internet through opinions, reviews, ratings, comments… Thus, not only for work ethics but also as a recruitment tool, it has become essential to ensure to your clients who are a trusted real estate agency, how can we get it?

5 Keys that define you as a trusted real estate agency

CONTENT:

1. Work customer satisfaction

2. Offer tradition + innovation

3. Streamline processes

4. Customize

5. Cover all possible needs

6. Extra tip: make your satisfied customers ambassadors

1. Work customer satisfaction

It is the most important thing to earn the seal of a trustworthy real estate agency: it is neither a question of being complacent, nor of making the job of buying and selling apartments a long-distance race to see who removes more properties from their portfolio.

A job well done in a well-rated real estate agency consists of always wanting to offer the best to both who sells and who buys: there will be someone who needs it faster or who needs more time to see their needs covered. In both cases, we must ensure that, without eternalizing the processes, each client feels sheltered in that we cover their detected needs.

2. Offer tradition + innovation

The trust of a real estate agency is not earned overnight: those that have been in the market for the longest and can offer extensive knowledge of the sector and experience in how to carry out each sales process (it should not always be the same) , they are the ones that in principle will start with more points when it comes to winning the favor of customers.

This does not mean that recently created agencies cannot compete in this regard, but they must provide a bonus that defines them as professionals and concerned with offering the best to their clients, for example with innovative tools that streamline sales processes.

This also applies to traditional companies, which cannot live solely on the income of years of experience in the market. Including, for example, virtual tour software that allows each client to visit the properties without the need for prior appointments or travel, in both cases we will be improving client satisfaction.

3. Streamline processes

What is one of the weak points and therefore one of the aspects to be improved by real estate agencies? Who wants to sell wants to do it quickly, and who wants to buy wants the property of their dreams to move into it as quickly as possible.

What is one of the weak points and therefore one of the aspects to be improved by real estate agencies? Who wants to sell wants to do it quickly, and who wants to buy wants the property of their dreams to move into it as quickly as possible.

In both cases, working with that craving or haste can lead to dissatisfaction. For example, wanting to show floors without rhyme or reason is exhausting the client, wasting the agent’s time and not realizing that a more selective search or a way to offer the information of each home to its suitable client would save these typical agency headaches. real estate.

In this case again, tools such as virtual 360-degree tours make it easy, without the need for travel, to even resolve doubts by videoconference or visit the property “at a distance” at any time and from anywhere, neither the client nor the agent have to waste hours on something as simple as filtering homes that may be of interest.

4. Customize

Would you offer a one-bedroom home to a married couple with expectations of starting a family? We think that these “beginner” errors are more than overcome, but entering well-established routines and processes when offering and showing apartments can make us fall into the error of assuming that this filter that we have more than clear has also applied the client who requests to see a home.

Finding something that does not fit is the main source of disappointment and, with it, dissatisfaction, so we must not only try to offer the client all the previous means that help them find what they are looking for, but also guide them, advise them … ultimately meet the expectations by which they come to the agency: help them find the home of their dreams.

5. Cover all possible needs

A satisfied client is one who has found in our real estate agency the solution to everything he needed. Therefore, we must have all the resources and, we insist, tools that cover that need.

The process of every real estate client is not as simple as:

I want to buy an apartment -> offer me / find me the one I want

Rather it would be a process more like:

I want to buy an apartment -> tell me what you have in my portfolio that I can fit in -> give me facilities so that I can inform myself about the properties offered -> I am clear that these fit into my idea of ideal housing -> let’s go see the ones that are likely to pass the filter -> let’s decide from all of them which is the best -> buy it -> facilitate me to close the transaction.

In the same way that those who go to the agency to sell their property want the same process to be carried out, but from their perspective:

I want to sell an apartment -> make it visible to your potential clients -> offers all kinds of resources and facilities to convince a potential buyer -> do everything possible so that whoever visits it, finally stays with it -> facilitates the sale transaction.

In both cases, an effective real estate CRM, a well-designed, attractive housing file with all the possible information at hand, a flexible and well-coordinated visiting schedule, tools that help in the process of conviction, such as virtual tours … are resources that make it easy to meet every need efficiently and quickly.

6 . Extra tip: make your satisfied customers ambassadors

One of the handicaps that a real estate agency finds that, contrary to what usually happens in other sectors where a satisfied client returns so many times it is necessary, in the case especially of the purchase of properties, is probably a client “without a ticket back”.

By this we mean that whoever buys or sells a property, probably does it only once in his life, so no matter how satisfied he is, it is most likely that he will not be able to repeat the experience with our real estate agency.

After so much effort, we must maximize results beyond the satisfaction of a successful purchase or sale, resorting to the “word of mouth” to which we referred at the beginning. Make sure that they recommend you not only to those close to you and to those who need to buy or sell a flat in your circle, -something that will come of itself if we comply with these 5 keys … – Invite them to leave a positive review on Google Maps, on real estate sales portals, in opinion forums, etc.

In any case, this is an extra resource to make a job well done last and recognize it to those who are looking for a trustworthy real estate agency for the experience of their clients, but as we have just pointed out, there is no doubt that with a good job done and the tools that make it possible, this label will come to you by itself.