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Top Brokers Share Service Secrets

Communication with clients, agent training among keys to high-level customer service

(Boonton, NJ, July 17, 2014) — Telling sellers about good news is easy. Even an ineffective agent can pick up the phone immediately to inform a client of a generous offer.

But communicating bad news? That’s not as fun — yet it’s how ERA Levinson Realtors’ agents set themselves apart.

Levinson Realtors was honored by ERA Real Estate for customer satisfaction levels topping 95 percent.

“The biggest complaint we get from clients is that lack of communication,” says broker-owner Scott Lauri.

The solution: He advises agents to check in with clients at least once a week, even if there’s no major news to convey.

“Communicate anything and everything, even the little things we as agents take for granted,” Lauri says.

For another ERA franchise honored for its customer service, communication is equally crucial. But saying no might be the most important communication skill employed by agents, says Jim Carr, broker at ERA Courtyard in Amarillo, TX.

“We tell our agents to say no,” Carr says. “Desperate agents say yes to anything. We make sure our agents are trained so well that they’re never desperate.”

By telling agents to say no, Carr gives them permission not to take overpriced listings. Agents who agree to list a home for more than it’s worth are setting themselves up to anger sellers.

More strategies to keep customers happy appear in the July issue of >Real Estate Broker's Insider.

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