Clients and Transform Your Reputation

It’s a no-brainer: customer service is central to success in the real estate industry. While properties may be the product, this industry really revolves around people and the relationships you cultivate along the way. With that in mind, how would you describe the service you provide? If solid service is the baseline, then to set yourself apart you must deliver service that’s exceptional. But, how? Returning calls and displaying a friendly face won’t necessarily separate you from the pack. If you really want to take your customer service to the next level and build a reputation for white-glove, concierge-level courtesy, then keep a few of the following tips in mind as you create a professional style that’s completely bespoke.

Make your communications matter

For many agents, communication during and after a transaction are perfunctory affairs, with one-sizefits-all newsletters or promotional postcards that feel mass-produced. To really grab the attention of your clientele, you’ll want to build a recognizable brand. To accomplish this, begin by adding value to your regular communications. Clients are likely to bypass your communications if they think your only intent is to sell them something. Focus instead on creating content that’s compelling and dishes out value to your clientele. Just like a favorite blog you revisit again and again for its quality content, con- sider your communications as an extension of your brand and identity. A few popular ideas from which clients can derive value include: local restaurant guides, tax tips for homeowners, reports on home values and the marketplace, or highlighting home décor and landscaping trends. Make your communications readable and useful, and your clients past and present will think twice before skipping past your name.

Showcase the lifestyle

Clients remember when you go the extra mile, and that additional effort distinguishes run-of-the-mill agents from high-powered professionals. Whether listing or buying, consider a property’s lifestyle. First, think about a client’s everyday experience. Where’s the best breakfast spot nearby? How’s access to public transportation or bike paths? Which outdoor recreational opportunities exist in the area? Where might your client swing by for coffee? Neighborhood guides that outline the livability of a home and its area not only boost value and highlight potential, but they also demonstrate your ability to think outside the box and connect on a personal level. After all, a home isn’t just a house; a home is all about the daily experience that unfolds within and beyond those four walls. With that in mind, do your homework and make yourself a local expert. Your clients will feel they’re in good hands and will better envision their future unfolding, all thanks to your thorough legwork.

Customize your approach to clients

As an agent, it’s only natural that you build your own daily routines and practices that keep your business running. While it’s necessary to create positive habitats that streamline your workflow, it’s also important to remain adaptable. For instance, Millennial clients may prefer to chat by text, instant message, or email, whereas older clientele may prefer face-to-face time or connecting by phone call. Adapting your communication style is as simple as a brief discussion: ask your client how they prefer to communicate and adapt accordingly. While it may seem like a small matter, it provides clients with a sense of comfort and control. Again, the key here is communication. Talk with your clients about their preferred methodology. Maybe they prefer a marathon house-hunting trek on a weekend day, or perhaps they rather sift through listings online before making in-person visits to a narrowed list. It’s okay to encourage clients or fill them in on industry norms, but it’s important to create an experience that’s tailored to their style and personality.

Authentically seek feedback

While it may feel uncomfortable, asking for feedback during and at the end of a transaction can dramatically improve your working style and professional blind-spots. It can also help you adapt your working style to better suit your respective clients. Of course, it’s important to be open-minded and to quash the need to be defensive. Not all feedback will be useful, but you can incorporate the parts that are. This not only grows your skillset, but it also demonstrates to clients that you are open to constructive criticism and sincerely prioritize a job well done over personal praise. As a bonus, positive feedback can be parlayed into client testimonials, which are incredibly useful tools to boost your business on the whole.

It’s no secret that real estate is a busy, self-determined business. While your client care may feel all accounted for, there is always room to grow. Professionals at the top of their field know this and never stop building out their repertoire. If you want to take your business to the next level and create an imprint that’s synonymous with concierge care, then keep these ideas in mind as you build your relationships and your brand.

As a natural-born connector, it was only a matter of time before REALTOR®

Tara Klein realized that real estate was where she was meant to be. Her first introduction to the industry was through her mother, who worked in residential real estate when Tara was in high school. While Tara’s career began in legal recruiting, she eventually decided to go into real estate and hasn’t looked back since. Today, she represents home buyers and sellers throughout the coastal Los Angeles area, sometimes working in partnership with her mother.

Local to Manhattan Beach, Tara is a big fan of the area’s work hard, play hard attitude. The property values in her area have skyrocketed in recent years due to the excellent school system and family-friendly amenities. As a result, Tara’s business continues to grow with 100% of her sales coming from repeat and referral clients. An avid supporter of local small businesses, she is a great resource for her clients when it comes to providing recommendations in town. “I love picking out gifts at Tabula Rasa Essentials and Gum Tree. If you’re in the mood for a steak, you have to try Slay Steak & Fish House, and if you’re wanting baked goods, Becker’s Bakery is the place to go,” she says. “This area is very charming and people drive here just to visit our shops and restaurants.”

From the beginning to the end of the real estate process, Tara offers a fully hands-on service. She’s there at inspections, organizes stagings and renovations, and shakes hands at the closing table. “I love being a part of everything,” she says. “I care about my clients’ success and they become friends.” To market her listings, she uses a combination of top-notch videos and photos to be posted on social media. As Tara is affiliated with Vista Sotheby’s International Realty, they also support her with marketing and network opportunities and provide referrals. “I often highlight the listings of other agents in the Sotheby’s network on my social media channels and they do the same for me,” she says.

Community outreach is an important part of Tara’s life and she is a part of numerous organizations. She’s been the chairperson for Walk With Sally, a non-profit providing mentorship to children whose lives have been impacted by cancer. She’s also involved with a charity that supports developmentally challenged teens and young adults and helps them find work. This spring, she’s planning on doing the Tour de Pier, which is a spin bike event that raises funds for pancreatic cancer research.

Over the last five years, Tara has sold over $75 million in properties. The next step in growing her business is promoting her transaction coordinator to a junior partner. No matter how many clients she works with, Tara will always provide the same high level of service across the board. “I provide a boutique experience with a lot of emotional support and attention to my clients’ needs,” she says. “Luxury is not a price point, it’ s an experience.”