As a real estate agent, it’s your job to provide a great customer experience for your clients; not only to solidify your reputation as a good and reliable agent, but also to set yourself apart from the competition and to ensure your customers feel right at home. Customers who feel a personal connection with their agent are likely more apt to follow advice and to trust you to find the perfect home for them. Here’s how to create a VIP customer experience as a real estate agent.
Why Should You?
What’s important about creating a VIP experience? Purchasing a home is probably one of the most important events in anyone’s life. A home is where families are made, memories are created, and all of your possessions are kept. There’s nothing quite like owning your own home, so during the process of finding that perfect home should be nothing less than a pleasurable experience for your customers.
Listen Carefully and Understand
The first thing you need to do for your clients is to listen to their needs and their questions. More importantly than the ability to listen to your clients is the ability to retain and remember the information; especially when you’re sending information on potential properties. If you don’t remember what your clients are looking for, you’ll waste a lot of time sending them information they want nothing to do with in the first place.
Listen intently to what your clients say about their preferences. You’ll want to know exactly what they want from their home; including square footage, lot size, the number of bedrooms, finished basement, etc. Know what your clients want, and you’ll be able to better narrow down your listings to meet their specific needs.
Pay close attention to even the smallest details, as these are usually the most personal and the ones the customer will be most impressed with if you remember them.
Don’t Be Late
Being on time is a universal professional responsibility, but sadly, it’s not always followed. Being late all the time can make clients feel like their time isn’t important to you, which can seriously damage the relationship you have with them.
Remember this simple mantra when dealing with clients: “If you’re not early, you’re late”. It’s always better to be early than to be late! If you think you’re going to be late, be sure to let your customers know well ahead of time if possible.
If you’re going to be too late, you’ll probably just want to reschedule. Waiting at a showing for over an hour for an agent can create frustration among your clients and lead to tense interactions.
Offer Food or Refreshments
Offering a pizza or even just a bottle of water can make your clients feel more at ease during a showing or meeting. Searching for the right home can be incredibly hard work, and can often leave clients feeling exhausted with the endless showings and long searches. A simple refreshment can help take the edge off and make your clients feel at home.
This is probably the cheapest way to make clients feel like a VIP. Something like a water bottle or large pizza is relatively cheap in terms of monetary value, but the personal value of such a gesture is much greater.
Reach Out During Important Milestones
Whether the buyer has just spent their first year in their new home, closed on their very first purchase, or has reached some other milestone in homeownership, reaching out to congratulate them is a simple yet effective way to make them feel like a true VIP.
These milestones are incredibly exciting, and showing your own excitement for your clients can go a long way in solidifying your relationship with them. A simple email, phone call, or text will suffice in this instance, though an in-person visit can also be arranged if you so choose.
Offer a Housewarming Gift
A housewarming gift sent to a client by their real estate agent can be an important gesture of the personal connection the two have developed during the home-buying process. If you remember hearing your clients talk about how they needed something specific like a toaster for their home during negotiations, sending such a gift will reinforce the point that you listen to all of their needs.
You can also opt for something more simple, but focused on your client’s personal tastes. If you remember them mentioning a specific author, movie, or band, you can purchase something akin to the client’s personal preferences for a more specific gift.
Making your customers feel like VIPs can help differentiate you from other agents. By paying close attention to your clients, and making small, personal gestures like offering refreshments or sending a housewarming gift, your clients will know that you care about their needs and about providing a stress-free buying process.