{"id":637,"date":"2020-03-12T14:31:48","date_gmt":"2020-03-12T14:31:48","guid":{"rendered":"https:\/\/rankmyagent.com\/agent-resources\/?p=637"},"modified":"2020-03-21T16:57:31","modified_gmt":"2020-03-21T16:57:31","slug":"providing-excellent-customer-service-the-best-way-to-avoid-negative-online-reviews","status":"publish","type":"post","link":"https:\/\/rankmyagent.com\/agent-resources\/providing-excellent-customer-service-the-best-way-to-avoid-negative-online-reviews\/","title":{"rendered":"Providing Excellent Customer Service – the Best Way to Avoid Negative Online Reviews"},"content":{"rendered":"\n

Regardless of the\nindustry, great customer service is important. But just how important is it?\nAccording to one American Express survey<\/a>, 33% of customers\nwould consider changing vendors after one experience of poor customer service.\nAs an avid salesperson, you spend a lot of time and money just to acquire\ncustomers\u2014whether it\u2019s through your digital marketing strategies, networking,\nor other initiatives\u2014and you shouldn\u2019t let them get away due to a single\ninstance of poor customer service. <\/p>\n\n\n\n

What\u2019s more, poor\ncustomer service won\u2019t only result in clients leaving you, it can result in\npoor online reviews. Online reviews are core to a good digital marketing\nstrategy. You\u2019ll end up wasting any amounts spent on content marketing or SEO\nif your name has a 3 \/ 5-star rating beside it. This is why customer service is\nmore important than ever. <\/p>\n\n\n\n

In this article,\nwe explain what it actually means to provide good customer service. Then, this\npost provides some ideas on how to avoid negative reviews through customer\nservice, even when things go wrong. <\/p>\n\n\n\n

What it Means to Provide Good Customer Service  <\/h2>\n\n\n\n

The prior\nmentioned American Express survey also found that 81% of customers believe that\na knowledgeable profession was important in servicing satisfaction.\nFurthermore, 47% of customers appreciated personalized service and 40% wanted\nservice delivered quickly and conveniently. <\/p>\n\n\n\n

Being Knowledgeable <\/h3>\n\n\n\n

So what do these\nstatistics mean to you? First of all, it\u2019s very important to be knowledgeable\nabout the real estate market and about the buying-and-selling process. This\nrequires continual education. You may think you know the answer to everything,\nbut government policies can cause upheavals in the real estate market. It\u2019s\nimportant to understand these policies when changes occur. <\/p>\n\n\n\n

Setting up Google\nAlerts on the local market, talking to other realtors, and attending realtor\nworkshops can help keep you informed. It can be embarrassing when clients ask\nquestions and you have no idea what the answer is. However, these situations do\narise, and it\u2019s best to admit that you don\u2019t know and will follow up with them\ninstead of faking an answer. <\/p>\n\n\n\n

If you do know everything there is about buying and selling a home, it\u2019s also important that you can communicate that to someone who doesn\u2019t know as much as you. Avoid fancy jargon that can confuse clients. Use language that is easy to understand and keep acronyms to a minimum. <\/p>\n\n\n\n

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Personalized Service<\/h3>\n\n\n\n

Being a realtor\nevidently means working with clients, and these clients want to feel special.\nThey\u2019re paying you a decent-sized commission and expect more than just a series\nof the five best showings in the area. The best way to personalize service is\nto listen to your client. <\/p>\n\n\n\n

But listening to\nyour client is more than understanding their criteria and finding a home that\nfits that criteria. A search engine could have done that for them! Dig deeper\nby understanding why something is a priority for them. This could lead to you,\nthe real estate professional, to develop ideas that are even better for the\nclient. <\/p>\n\n\n\n

Personalized\nservice is also about going above and beyond. If you do have a listing outside\nof the client\u2019s budget or area, you shouldn\u2019t completely wipe it off the board.\nTell them you know that this home is outside their budget or area but that you\nthink it may be a good fit. The worst case scenario is that they say no. The\nbest case scenario is that they end up with a home that they love and that they\nwouldn\u2019t have otherwise seen without your suggestion. <\/p>\n\n\n\n

Quick, Reliable, and Convenient Delivery <\/h3>\n\n\n\n
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A former National\nAssociation of Agents survey found that 88% of buyers expect a response <\/a>from their\nagent within an hour. The home buying or home selling process can be stressful,\nespecially for first timers. Fast communications can help ease this stress when\nissues or questions come up. This doesn\u2019t mean replying to messages in the\nmiddle of the night, but it does mean replying in a timely manner. <\/p>\n\n\n\n

Keeping your\nclients informed is another important communication tool to making sure your\nservice is quick and reliable. Be proactive and send them updates about their\nlisting before they need to ask you for a progress report. Also, remember to\nkeep your clients updated with accurate and realistic timeframes and follow\nthrough on any commitments you make.<\/p>\n\n\n\n

Lastly, being on\ntime is just as key to being reliable as anything else. You should never have\nto make your client wait, and it\u2019s of course good to be early. This means not\noverbooking yourself\u2014no matter how tempting it can be. Being late won\u2019t kill\nyour deal (in most cases) but it does leave a bad impression and can make your\nclients less than 5-stars satisfied. <\/p>\n\n\n\n

How to Prevent Bad Online Reviews <\/h2>\n\n\n\n
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One of the best\nways to prevent bad reviews (aside from providing great customer service) is by\nbuilding positive rapport. By being nice and building a connection with your\nclient, they\u2019re less likely to complain, since we usually don\u2019t complain about\npeople we like. This rapport can be built on common interests, whether it\u2019s\nlast night\u2019s basketball game or the new Justin Bieber song. <\/p>\n\n\n\n

There are also\nsmall gestures you can add to your workflow to save yourself from a poor\nreview. Whenever a deal closes, always request feedback about the client\u2019s\nexperience, either in-person or through some sort of survey or questionnaire.\nIt\u2019s important to listen to what the client has to say. Often, bad reviews are\nleft by clients that felt that you were not available to listen to their\nconcerns. <\/p>\n\n\n\n

Even if the\nfeedback is negative, it\u2019s important to thank your client for the feedback and\ntry to do anything you can at this point to remedy the situation. Don\u2019t\ndownplay or try to justify why you may have provided less-than-stellar service.\nThis applies to soliciting feedback or if someone has left you a poor review.<\/p>\n\n\n\n

By being\nknowledgeable, providing personalized service, and delivering your services in\na quick, reliable, and convenient way, you can provide stellar customer service\nworthy of 5 stars. But in case that fails, good rapport and soliciting feedback\ncan help prevent a bad online review.
<\/p>\n","protected":false},"excerpt":{"rendered":"

Regardless of the industry, great customer service is important. But just how important is it? According to one American Express survey, 33% of customers would consider changing vendors after one experience of poor customer service. As an avid salesperson, you spend a lot of time and money just to acquire customers\u2014whether it\u2019s through your digital marketing strategies, networking, or other initiatives\u2014and you shouldn\u2019t let them get away due to a single instance of poor customer service. What\u2019s more, poor customer service won\u2019t only result in clients leaving you, it can result in poor online reviews. Online reviews are core to […]<\/p>\n","protected":false},"author":1,"featured_media":649,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[67,1],"tags":[162,23,26,8,7,17,9,41,18,10,6,33],"class_list":["post-637","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-rankmyagent-com","category-uncategorized","tag-client-relations","tag-customer-service","tag-customer-service-tips","tag-negative-reviews","tag-online-reviews","tag-online-reviews-for-realtors","tag-rankmyagent","tag-rankmyagent-guides","tag-real-estate-agents","tag-real-estate-reviews","tag-reviews","tag-tips","odd"],"_links":{"self":[{"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/posts\/637","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/comments?post=637"}],"version-history":[{"count":4,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/posts\/637\/revisions"}],"predecessor-version":[{"id":650,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/posts\/637\/revisions\/650"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/media\/649"}],"wp:attachment":[{"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/media?parent=637"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/categories?post=637"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/rankmyagent.com\/agent-resources\/wp-json\/wp\/v2\/tags?post=637"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}