Thursday, May 10, 2012

Delivering Exceptional Customer Service

Not a day goes by that most people aren’t customers – at stores, gas stations, over the phone, etc. We recently asked fellow real estate professionals what makes their experiences good or bad and how they duplicate those things in their own business. We’ve combined the responses with our own expertise to give you tips for improving customer service in your office’s day-to-day interactions.

In our industry, like many others, it’s easy to skip right to the hard sell when you’re talking to a customer. Of course we want to relay all of our selling points to the potential client or tenant we’re talking to but it may be beneficial to take a step back and make a connection first. Anyone can tell you why they’re the best but your customer will respond better if you take the time to get to know them before jumping in.  Making a connection can be as simple as walking out from behind your desk, offering a genuine smile, or addressing the customer by name.

Let your customer know that they have your attention, listening to their needs will be very beneficial when it does come time to sell them on that fabulous apartment you have for rent. Pointing out how the apartment meets the needs the communicated to you is going to be much more effective than simply listing the features of your community. In our discussion, Nate wisely advised not to try to sell them on something they do not want or that doesn’t fit their needs as it will be trouble for you later.

Another participant, Sandy mentioned that she has had customers come to her after having a bad experience with leasing staff. It’s important to make sure that leasing agents and on-site management teams understand the value of providing great customer service. Stephani says that residents at her community appreciate that she takes the time learn their names and remember something about them. Going the extra mile by getting to know your customers can make their experience with your company even more enjoyable. These little details can shape not only tenant’s experiences but vendor’s as well. Johnny even mentioned establishing a great relationship with one of his vendors because of his company’s customer service practices.

At the end of the day it’s important to remember the golden rule –treat others the way you want to be treated. People remember when they receive exceptional customer service, provide great service and watch your business grow!

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  1. Thank you for the info. It sounds pretty user friendly. I guess I’ll pick one up for fun. thank u.
    Know Your Customer

  2. Companies do not just need a vanity 1800 Number, being able to communicate clearly with their customers is what customer care is all about.