Beating the stereotype...
CoreLogic produced the following 8 lessons for impressive service based on a survey they carried out of perceptions of real estate agents.
1. Be professional
The number one behaviour highlighted by vendors as essential was professional behaviour demonstrated by being proactive, pre-empting their needs and delivering as promised.
2. Regular feedback
Vendors stressed the value of agents who were proactive about delivering a transparent sales process and who used data-based insights to support their processes.
3. Be friendly and approachable
Vendors appreciated agents being easy to talk to and with whom they felt safe to ask questions at any time.
4. Know your market
Vendors felt confident they were in good hands when agents demonstrated their market expertise, showed them the data they had used to determine price estimates and took the time to explain market behaviour to anxious vendors.
5. Provide advice and help
Vendors highly valued advice on presenting their homes in the best possible light especially when it was supported by recommending and helping coordinate tradesmen.
6. Be on their side
Vendors felt championed by agents who negotiated hard on their behalf and offered to assist them with the purchase of their next home.
7. Be thoughtful
Vendors were impressed by agents who demonstrated thoughtfulness – either by ensuring multiple agents were located around the home during opens, to offering bottles of waters to buyers on hot days through to thank you gifts at the conclusion of the sale.
8. Don’t dump them at the end
Many vendors flagged they felt dumped by their agents as soon as the sale was signed, while those whose agents who stayed in touch were more likely to be delighted and recommend their agents to friends.
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