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Customer service 101

Wednesday 20 September 2017

Sometimes, the smallest things can have the biggest impact - and often, all it takes is a quick phone call.

When it comes to estate agents, a lack of communication is probably the biggest gripe customers have, and unreturned calls are right at the top of the list.

We get it, you're busy – but getting back to customers is a big part of an estate agents day-to-day role, and can make all the difference between winning business and losing it.

Mastering the callback is a skill, and sometimes they can take a back seat, but dismissing the importance of returning phone calls can have massive repercussions for your business.

Not returning calls gives a bad impression of your business and sets the tone for the service to come. And whilst calling a customer back seems like a really simple concept, it has the potential for a high impact customer experience.

Regular contact is key. Even if you don't have anything to report, a quick phone call will instil confidence in the service you are offering to customers. It is important to be concise, and make sure to relay the latest information in order to keep the customer in the loop.

In a recent Twitter poll, we asked consumers what they looked for most in an estate agent, and customer service came out on top with 55 per cent of the votes; closely followed by local knowledge.

And remember, calls are a good thing. It shows people are engaged and actually want to talk to you, so whilst you may feel it doesn't have much of an effect, it can make a massive difference to customers.

Quick tips for callbacks

  • Call customers (or potential customers) back as soon as possible. We live in an age where people want everything now, so the quicker you return the call, the better your service will seem.
  • Be prepared! Make sure to have the information asked for to hand when returning a call.
  • The person you're calling isn't available? Leave a message. State your name, where you're calling from, what the call is regarding and your number for them to call back on.
  • Be sure to document the call. Whether it is answered or not, always make a note of callbacks, that way you have a communication trail.
  • Stay positive. Not every customer will get back to you, but don't let that put you off.

In the current ever-changing market, it is so important to adapt - so make sure to stand out from your competitors.