Good Customer Service From a Sacramento REALTOR

Best Sacramento RealtorOn a real estate agent community website yesterday, an agent asked what makes good customer service. Some agents said under-promise and over-deliver. Others admitted it varies from each client’s perspective, while a few went off on whether customer service should be good or like Tony the Tiger says, GREAAAAAATTT.

I find this to be an interesting question because I’ve always employed just one tactic to provide good customer service: Keep the client happy. It seems so simple but it’s not. First and foremost, a Sacramento REALTOR needs to figure out what will make the client happy. Levels of happiness and the types of actions that make a person happy vary across the board. While one client might be happy that a REALTOR answers her phone, another might expect that phone to be answered on the first ring and disappointed if it takes 7 rings before the REALTOR picks up.

A potential seller who has several homes she wants to sell down the road and I talked yesterday about her listings, objectives, and how I work. She doesn’t like pushy agents who force an agenda or those who will say anything to close a transaction because they’ve got a mortgage to pay. Most of us don’t like high pressure sales or dishonesty.

I explained that her schedule is my schedule. If she is not in a rush, neither am I. If she wants to accept only an offer at X price, regardless of how long it takes, that’s fine with me because it’s what will make her happy, providing that X price is attainable. I’ll tell her if it is or if it isn’t. She can count on me to perform.

She’ll never wonder what’s going on in her transaction because I will tell her. Email, text, phone, pigeon carrier, whatever she prefers. Just joking about the bird. I will send a drone, heh, heh. Communication and keeping clients informed goes a long ways toward client happiness. I also know that when a person has a question, typically that person wants an answer and doesn’t want to wait forever to get it, which is why I try to always immediately respond. I hear more and more clients tell me that a fast response is what makes them happy.

Every client is important to this Sacramento REALTOR. I want that 5-star review. Ranking in the top 10 agents across 7 counties in Sacramento is OK, no complaints, but my carrot is that 5-star review from my client.

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